The safety and well-being of our guests is a top priority for The Rock Hotel.
We understand that you may be experiencing stress given the rapidly changing information on travel restrictions and cancelled or postponed public events. We want you to know that we are monitoring the coronavirus (COVID-19) situation closely, keeping those who are affected in our hearts, and are listening carefully to the questions and concerns we receive from guests such as yourself.
In response to the dynamic coronavirus (COVID-19) situation, we would like to share actions we are taking to allow for more flexibility regarding your upcoming travel.
Waiving Changes and Cancellation Fees
We are temporarily adjusting our policies to allow for maximum flexibility to help you make the right decisions regarding travel at this time:
Existing reservations on Best Available Rate (24-hour cancellation) for upcoming travel between March 13 and April 30,2020:
All existing reservations under our Best available Rate made before 10th March with a 24-hour cancellation policy can be changed or cancelled at no charge up to 24 hours before your scheduled arrival.
All reservations booked after the 10th March on our Best available Rate, with a stay between 13th March – 30th April,can be changed or cancelled at no charge up until the same day of your scheduled arrival.
Existing Advance Purchase Rate non-refundable reservations for travel through 31st May 2020:
Special exceptions are in place for all Advance Purchase Rates, which are non-refundable reservations made directly with The Rock Hotel (via e-mail or our website). This applies to reservations booked on or before 10th March 2020 with a travel window from 13th March - 31st May 2020.
As a gesture, guests holding these fully prepaid reservations may still opt, at least 24 hours before their stay to amend their reservation to alternative future dates.
Should you decide not to make an amendment to your booking for future dates and wish to cancel entirely – the full amount will be retained, however a letter can be provided for insurance purposes.
Guests who booked via online travel agents or other third parties are advised to contact their booking provider for information on their policies and for assistance.
Please ensure to contact us via e-mail on firstname.lastname@example.org and we shall reply to you in due course.
Kindly note that we have a high volume of enquiries, and therefore we kindly ask you for your patience and understanding, and sure enough we shall get back to you as soon as possible.
For customers who have contacted us prior to your travel dates but your travel dates have then passed, we want to assure you that we are working to attend to your needs as well. We appreciate your patience.
For those who are still staying with us, we have heightened our already stringent practices around food handling, sanitization, disinfection and cleaning in all public areas. Sanitiser Gel dispensers are available in several areas in the hotel including the hotel lobby, restaurants, bars, swimming pool facilities and in all our staff areas. We place extra focus on the following:
· Reception counter and bar tops
· Lift walls, railings and buttons
· Stair railings and banisters
· Doors and handles
· WC areas
· Table surfaces
Please be aware that the proven measure to be most effective is washing hands often for a duration of at least 20 seconds.
In addition to these measures, we encourage you to learn more about what you can do to travel safer. The World Health Organization has several recommendations to reduce exposure to a range of illnesses, including hand and respiratory hygiene as well as safe food practices.
The Rock hotel thanks you for your support and your loyalty. We will keep you updated through this dynamic situation and can’t wait to welcome you soon.