1. I have an enquiry on my existing booking, what should I do
If you booked your stay directly on a Club Med platform (website or contact center) and are travelling to one of our Club Med destinations you can contact us by phone :
Club Med Hong Kong Service Hotline:
+852 3856 0468
Monday-Friday: 9am-6pm
Closed on Weekends & Public Holidays
Or by email : sales.hongkong@clubmed.com
We are currently experiencing very high call volumes at our Contact Center, we seek your kind understanding that it may take longer than usual for us to respond to your requests.
If you booked your stay with a travel agent/advisor, you need to contact your travel advisor. The travel advisor will then contact Club Med on your behalf.
2. With the current implementation of the travel restrictions, I cannot travel/don’t want to travel. What should I do?
If you booked a stay directly through Club Med in one of our resorts and your booking is impacted by Covid-19
a. You may decide to modify your booking.
Waiver of Club Med amendment fee UNLIMITED in case your booking is impacted by Covid-19, until your departure : waiver is applied when there are travel restrictions or quarantine requirements issued by the official governmental authority on your booking. If no travel restriction is applied, normal Terms & Conditions apply.
b. You may decide to keep a Travel credit to use for a future trip.
A Travel Credit will be issued for the total amount you paid so far. The Travel Credit is valid until until 30 April 2023 (reservation deadline), travel period until 30 April 2023.
*Free booking amendment or Travel Credit is offered if your booking is impacted by the below events :
Closure of the Resort in case of Covid-19 regulation, closure of the borders or compulsory quarantine in the original or arrival destination issued by official governmental authorities.
*Credit can be used for one or several stays with an equivalent value. It is non-refundable, non-transferable to other traveler, non-convertible to cash. Should the new booking require a top up, you will need to pay the price difference. In case the price of the new booking is lower than the original booking, a credit will be given for the remaining portion and no refund is allowed. New booking must be done with Club Med Hong Kong, no change applied on the payment terms. For Air Packages: airline handling/cancellation fee applies if any.
3. I decide to cancel my trip and want my money back
We understand your concern and would like to offer 2 options for you:
a. You may postpone your booking and receive a Future Travel Credit*, which is a special arrangement of our commercial policy. This credit can be utilized for any resort with an equivalent value for reservation up to 30 April 2023, travel period until April 2023.
b. You may cancel your stay according to our existing Terms and Conditions.
*Credit can be used for one or several stays with an equivalent value. It is non-refundable, non-transferable to other traveler, non-convertible to cash. Should the new booking require a top up, you will need to pay the price difference. In case the price of the new booking is lower than the original booking, a credit will be given for the remaining portion and no refund is allowed. New booking must be done with Club Med Hong Kong, no change applied on the payment terms. For Air Packages: airline handling/cancellation fee applies if any.
4. I have a stay planned in the upcoming weeks. What are my options if I wish to postpone or cancel my stay?
a. You can rebook a stay for an alternative date in any resort worldwide. Waiver of Club Med amendment fee UNLIMITED in case your booking is impacted by Covid-19, until your departure : waiver is applied when there are travel restrictions or quarantine requirements issued by the official governmental authority on your booking. If no travel restriction is applied, normal Terms & Conditions apply. Should the new booking require a top up, you will need to pay the price difference and no refund is allowed.
b. You may decide to keep a Travel credit to use for a future trip.
A Travel Credit will be issued for the total amount you paid so far. The Travel Credit is valid until until 30 April 2023 (reservation deadline), travel period until 30 April 2023.
*Credit can be used for one or several stays with an equivalent value. It is non-refundable, non-transferable to other traveler, non-convertible to cash. Should the new booking require a top up, you will need to pay the price difference and no refund is allowed. In case the price of the new booking is lower than the original booking, a credit will be given for the remaining portion. New booking must be done with Club Med Hong Kong, no change applied on the payment terms. For Air Packages: airline handling/cancellation fee applies if any.
5. I want to revise/cancel my booking and I have booked flights with Club Med: will you revise or cancel my flight tickets?
If you booked flights directly with Club Med, you must call us at least 2 working days before your departure time to cancel/revise your booking. Otherwise, we unfortunately will not be able to revise your flight portion, if the departure time has passed.
If you did not book your flight tickets directly with Club Med, please contact your airline company before your departure time.
6. My local government recommends avoiding non-essential travel. What should I do?
We want to assure you that Club Med’s top priority remains to ensure the health and safety of all clients and employees. All our resorts that remain open have increased cleaning and hygiene practices following the recommendations of the World Health Organization (WHO) and the local public health authorities. Nonetheless, we have proactively expanded our revision policy and introduced a Peace of Mind policy to give you different options to consider for your future travel plans should you wish you make alternative arrangements.
7. What will happen to my revised booking if I can’t access the new destination when it’s time to travel?
Club Med is constantly monitoring the situation with its team of health professionals, following the recommendations issued by the World Health Organization and the health and government authorities of the countries in which it operates, in order to take all appropriate measures in real time. If your new booking should be impacted by new procedures, we will communicate with you to advise you on the travel options that you can consider.
8. I am a travel agent; how do I postpone or cancel a booking for my client?
All travel agents must contact our contact center to postpone or cancel bookings of their clients.
You will then receive the future travel credit to a Club Med resort in the coming weeks, for your client.
9. I have booked my stay with a travel agency; how do I cancel or revise my booking?
If you booked your stay with a travel agency, you need to contact your travel agent. The travel agent will then contact Club Med on your behalf.
10. Are school holidays blacked out from the travel credit?
The Future Travel Credit to a Club Med resort will allow you to travel at any time, before its expiration date. You will need to pay the difference if your booking is more expensive than the value of the Future Travel Credit.
Our resorts fill out quickly for the Holidays season and school breaks and price may increase, therefore we advise you to book your new stay as soon as you can.
11. I would like to book a stay at Club Med, but I am hesitant to book because of the current situation.
In this period of uncertainty that is being felt around the world due to COVID-19, we want to assure you that Club Med’s top priority remains to ensure the health and safety of all clients and employees. To allow to consider your next vacation plan with confidence, we have expanded our cancellation & revision policy.
Club Med HONG KONG Peace of Mind Booking Policy*
For all new bookings to any resort worldwide made before 31 December 2022 and are impacted by Covid-19, you have the option to:
a. Modify your reservation
Waiver of Club Med amendment fee UNLIMITED in case your booking is impacted by Covid-19, until your departure : waiver is applied when there are travel restrictions or quarantine requirements issued by the official governmental authority on your booking. If no travel restriction is applied, normal Terms & Conditions apply.
b. Or, cancel your reservation and receive Travel Credit to use for a future trip
A Travel Credit will be issued for the total amount you paid so far. The Travel Credit is valid until until 30 April 2023 (reservation deadline), travel period until 30 April 2023.
*Credit for flights booked through Club Med, applicable on the same airline, to the same destination and non-transferable (revised travel dates will depend on respective airline policies). Airline handling/cancellation fee applies if any.
*Credit can be used for one or several stays with an equivalent value. It is non-refundable, non-transferable to other traveler, non-convertible to cash. Should the new booking require a top up, you will need to pay the price difference and no refund is allowed. In case the price of the new booking is lower than the original booking, a credit will be given for the remaining portion. New booking must be done with Club Med Hong Kong, no change applied on the payment terms. For Air Packages: airline handling/cancellation fee applies if any.
12. Because of COVID-19, do you offer last minute deals?
All our best offers are advertised on our website in our OFFERS page or with your travel advisor for any departure dates. You are guaranteed to have the best rate available when booking.
13. What will happen to my booking if I can’t access the new destination when it’s time to travel?
Club Med is constantly monitoring the situation, following the recommendations issued by the World Health Organization and the health and government authorities of the countries in which it operates, in order to take all appropriate measures in real time, in conjunction with its Health, Health & Safety Department.
If your new booking should be impacted by new procedures, we will communicate with you to help you with travel options.
14. What are the requirements to check-in in Club Med Resorts?
We have introduced a health protocol so that we can welcome you safely in future.
For all Club Med resorts,
a. All guests will be asked to perform a temperature screening and fill up a travel declaration upon arrival. Any guest that is found with a high temperature or presenting any risk of Covid infection will have the entry denied at check-in and sent to the infirmary.
b. Guests (all adults and children from the age of 6) will be asked to wear masks in the resort common areas. This age limit may change depending on the recommendations of the country where our Resort is located.
c. A result of a negative RT-PCR (nasopharyngeal or saliva) or antigen Covid-19 test is required, unless vaccinated. Depending on the resorts in different countries, the test should be done within 48 or 72 hours before arrival. In this case, a record of a complete vaccination (In English or French) against Covid-19* will be also accepted (one or two shots depending on the number of doses required for the vaccine in question).
If you have any question please contact the resort, contact details are displayed in your booking confirmation email.
In addition to the above measures, all guests visiting to China will be asked to provide a “Green” Health QR-Code upon your arrival (Yellow or Red signals will have the entry denied).
In the absence of above required documents, access to the Resort will be denied to said person as well as the accompanying guardian if the person is a minor (any accompanying minors if the person is an adult).
It is the guest responsibility to check the country’s travel sanitary measures to avoid being denied entry in the destination and in the resort. Please kindly to be noticed that policy might be changed by local government based on the situation.
For any enquiry, please contact the Resort directly (phone number is displayed on your holiday contract).
15. What will you do if a guest is suspected with COVID-19?
A dedicated protocol for guests arriving from high-risk countries is in place –guests are be asked to fill up a travel declaration upon arrival and their temperature will also be checked.
Any guest that is found with a high temperature or feeling unwell will be sent to the infirmary or hospital for check-up. Our resort team will then communicate with local health authorities to follow the recommended procedures for suspected cases. Our staff is prepared and trained if this situation should happen.
16. What will happen if a guest tests positive for COVID-19 after they return from their vacation?
Club Med has an Emergency Response Plan in the event of a COVID-19 case reported. We have a Hygiene and Safety Department dedicated to the coordination of corporate hygiene and safety that is closely in touch with the local authorities with protocols in place.
17. What is Club Med doing to face COVID-19 in the resorts?
At Club Med, the health and safety of our staff (G.Os & G.Es), and guests (G.Ms) are our priority. As the Covid-19 outbreak continues to develop, our resort teams have stepped up hygiene and safety measures in line with guidelines issued by the World Health Organisation (WHO).
Club Med has increased cleaning and hygiene practices following the latest guidance of the World Health Organization (WHO), Center for Disease Control and Prevention (CDC) and local public health authorities, with strict and frequent auditing based on Cristal International Standards of hygiene and safety.
In addition, Club Med also adheres to strict safety precautions including the following:
• Scaling up temperature checks of all guests upon arrival, during lunch and dinner daily
• Daily staff body temperature check before and after work
• Significantly increasing cleaning and sanitization of public areas
• Usage of gel sanitizers across the resort
• Face masks are worn by all kid’s club, food & beverage and housekeeping staff
• All air-conditioning running in fresh air mode, ensuring constant airflow in our rooms and public spaces
18. Can I get more details on what is done in the resorts?
Here are some of the precautionary measures we are taking to ensure the safety and well-being of our guests and staff in all our Asian resorts.
1 – Temperature checks
Daily temperatures checks have been implemented for all guests and visitors upon arrival, and before meals twice a day. Kids enrolled into our Mini Club will take their temperature upon arrival to our Kids Clubs. Temperature checks are also ongoing for all staff at least twice a day, as well as suppliers which adhere to our hygiene protocols. We will assist with guests, visitors or staff who are found to be unwell with any symptoms of high fever, flu, or respiratory problems and ensure they see a doctor immediately.
2 – Compulsory health & travel declarations
All guests and staff will be required to declare their country of origin and latest travel history. Cases that are considered to be a risk will be referred to the relevant authorities.
3 – Staff training
Our staff have been trained on hospitality cleaning measures and biowaste disposal based on the World Health Organisation guidelines. Masks are worn by all housekeeping, kitchen and Kids’ Club staff. Hydro-alcohol hand sanitisers are provided for guests’ and staff usage and placed around the resort premises.
4 - Cleaning & Sanitization procedures
Our rooms, public areas, main entrance, carpets, lobby, lift panels, door handles, counter tops, tables and handrails are sanitized and disinfected frequently each day. High touch points areas including elevator panels, public area door handles, and sports materials & mats are sanitized hourly. Guest rooms are deep cleaned and disinfected after each check-out. In addition, all air-conditioning are running in fresh air mode, ensuring constant airflow in our rooms and public spaces.
5 – Feel-safe dining
We have taken steps to ensure that our culinary teams follow our Food Safety Management systems. Masks are worn by all frontline food & beverage staff, and food utensils go through a high temperature dishwasher before being additionally sanitized. All serving cutleries are replaced with clean ones every 30mins. Bar and dining areas are also sanitized frequently throughout the day. Baby chairs are disinfected after each use and wrapped after each disinfection. In Sahoro and Tomamu, we have replaced all our self-service provisions & counters to plated service as a precautionary measure.
6 – Emergency Response Plan & Coordination with Authorities
We maintain close connection with local authorities to ensure close monitoring of the situation and its evolution. Additionally, in the event of a suspected COVID-19 case, Club Med has an Emergency Response Plan in place. We have a disinfection protocol and a stock of masks, hand sanitizers and disinfectants, with a Hygiene & Safety Department dedicated to the coordination and support of corporate hygiene and safety.
We have daily monitoring of the disease in Asia Pacific, with contacts for
i) Emergency evacuation of guests and staff;
ii) A dedicated hospital for all suspected cases;
iii) A laboratory for detection of COVID-19;
iv) And local authorities to ensure that we take appropriate actions should an emergency occur.
7 – Staff Quarantines and Movement
Staff who have recently travelled to high risk countries will undergo a 14 days strict quarantine and will only resume work thereafter. Staff working in Japanese resorts are not allowed to leave the resort during their day off.
8 – Using different platforms to disseminate information
Club Med is committed to delivering an amazing vacation. At the same time, we have the responsibility to emphasize precaution and safety-enhancing procedures. Posters and notices are placed around the resort to remind guests and staff to adopt good personal hygiene. Guests are also encouraged to follow the resort’s Facebook page, check our website, Club Med app, or in-room television to receive the latest updates and essential information.
What does the Club Med "All inclusive" formula include?
✔️ Drinks and Snacks Included: The drinks of your choice throughout the day and into the evening*! Water, fruit juice, fizzy drinks, coffee, tea, chocolate, beer, wines, aperitifs, cocktails, rum, whisky, gin... both local and international brands. There is an extra charge for the Champagne and VSOP spirits.
As many snacks as you want for hungry moments ! Gastronomic meeting points for enjoying the activities of the resort at your own pace: late breakfast, late lunch, afternoon snack, nibbles in the discotheque... Club Med Snacking includes different sweet and savoury snacks such as: salads, fruit, dairy products, cookies, pizzas, hamburgers, hot dogs, savoury flans, nachos, tapas...
✔️ All your meals during your stay, in one of our restaurants: sumptuous buffets, creative chefs, culinary variety, the Club Med table is an event in itself each day. At all meals, 3 types of menu are proposed: a discovery menu, a fitness menu and a universal menu.
✔️ A multitude of sports: taught at 3 levels, depending on the resorts, by dedicated and qualified G.O, on land, on sea, in the air or under the water, Club Med is one of the biggest sports schools in the world. At your own pace, choose between free access, beginner courses, discovery or advanced courses in one of our 50 sporting disciplines. For the ski resorts, group lessons and a ski lift pass (except for the arrival day).
✔️ Childcare: the supervision of your children, from 4 years old, at the Mini Club Med and from 12 years old at the Juniors' Club Med. A child's kingdom, Club Med can pride itself on having unmatched experience in this field. Against nurseries par excellence, everything is done for the happiness of the little ones with varied and original activities.
✔️ Entertainment: more than ever, your senses will be awoken to experience some unforgettable moments plus ! Throughout the day, events are organised based on themes like sport, music or even the culture of the country. Performers and top-level sports players sometimes come and share their experience with you.
✔️ Flights and direct transfers between the airport and the resorts (for the flight + stay formulas only).
✔️ Access top-quality infrastructures for additional services (1): sports courses (1), passport (1) and fitness treatments (1) or even supervision of the youngest children from 4 months (1) or from 2 years old (1). All these services are delivered in the best of conditions and the structures are especially adapted to each discipline. The qualified G.O will accompany you from day to day. From thalasso, to taking official scuba diving diplomas... you can't fail to be tempted.
✔️ Access to many services (1) making your holiday and day to day life easier: Club Med boutiques (1), internet kiosk (1), massages (1), Discovery area (1), dry cleaners (1), laundry (1), green fees bookable at reception.
*drinks served by the glass and at the bar only. Nevertheless subject to availability and the right Club Med reserves to refuse to serve a GM, if they are judged to be too ill or too inebriated.
(1) at additional costs
How is Club Med transport organised?
To get to our resorts, depending on your destination and package booked, Club Med offers you flights departing only from Hong Kong.
🚍 Airport or station transfers to and from the resort are included in the Air Package. This is one of the most practical ways to travel. Transfer times shown on the Resort webpages do not include the time needed to complete all formalities (police, baggage collection, customs...).
💼 The baggage allowance is specified on your travel itinerary or ticket. We ask you to stay within these limits; Club Med will not pay any excess baggage charges incurred.
✈ In the station, as in most airports, Club Med is available to inform and help you. For some destinations served by the train, Club Med hostesses accompany you to make sure your journey goes smoothly.
Which airline(s) does Club Med work with?
Here is the list of our main airline partners (international flights):
✔️ Cathay Pacific, Hong Kong Airlines, Singapore Airlines, Thai Airways, Japan Airlines, Malaysia Airlines.
This is not an exhaustive list. We are likely to offer you other scheduled or non-scheduled air transporters.
These companies are authorised to serve national territories by the relevant civil aviation authorities.
Can we be upgraded and do you allow stopovers?
Tailor made holidays and upgrades: we would be happy to arrange your itinerary with flights and duration of stay tailored to your requirements. We have very good negotiated rates in Premium Economy, Business and First Class cabins to most of our destinations. We can arrange an upgrade for you at extra cost.
Stopovers: if you wish to visit a city on the way to and/or from the resort, we can arrange stopovers. But we do not organize your stay during your stopover.
Supervision and facilities
The G.O.s who look after children at Baby Club Med*, Petit Club Med* and Mini Club Med are all qualified with experience in working with small children, according to the age of the children supervised; equivalent local qualification in other countries.
Childcare quality standards apply to the supervision of children under 6 years; in particular, to the number of children per G.O. No exceptions will be made and no children will be admitted above this limit. To ensure your children are perfectly safe, G.O.s never work alone, and other G.O.s; help when necessary.
Strict norms and working rules ensure perfect safety:
🚸 A contact diary is used to keep parents informed (account of the day, time of children's arrival and departure);
🚸 Children wear a bracelet to show they are in the care of a G.O.
🚸 A nurse is in attendance at Mini Club Med resorts, and a pediatrician at Baby Club Med resorts.
What is the contact diary?
GOs are responsible for children during the opening hours of Baby Club Med*, Petit Club Med* or Mini Club Med, on condition that their parent or guardian has correctly filled in the attendance register provided, in particular stating (next to their signature) the time at which the child has been left and will be collected, and where the parent or guardian can be contacted.
For Baby Club Med* and Petit Club Med*, this register also functions as the contact diary. Parents or guardians can refer to the register for information about their children's meals, diaper changes, naps and so on. If necessary they can note their comments or recommendations in the register.
For Mini Club Med, when the register is signed on arrival, the G.O; gives each child aged 4 to 7 years a bracelet which indicates clearly that they are enrolled in Mini Club MedTM.
Confidence and safety
Club Med has always offered holidays free from worry. While your children learn about independence, you'll be freed from practical concerns, with nothing to worry about. Every day, Club Med's unique values are shared with your children by our caring G.O.s, who know just how to establish a two-way relationship of friendship and confidence with their young guests. At the same time, the children are always close to their parents and can see them whenever they like during the day.
Is it possible to have interconnecting rooms?
Yes it is. You can request an interconnecting room online, by phone or to your preferred travel agent when there is more than one child or when the child is over 12 years old. Please feel free to contact us to book interconnecting rooms.
How are Club Med stays different from the other ones?
At Club Med only, the all-inclusive concept is much more than a package:
✔️ A high-quality service in exclusive and secluded locations. With G.O® and G.E® trained and dedicated to provide high-standard of service at all times.
✔️ A Club Med spirit, which creates an unique atmosphere and friendship, thanks to a great variety of activities specially designed for you and your family by our by G.O®.
✔️ With resorts located in 40 different countries Club Med offers a multicultural atmosphere to welcome clients from all around the world. Each Club Med resort offers the opportunity to discover new languages, new cultures, new sensations.
✔️ Club Med tailor-made packages: let us organise your perfect holiday. From beginner to experienced, select your own sport package.
✔️ Discover more. Exclusive excursions designed to offer you the opportunity to discover new wonders of each destination.
✔️ Just relax in our Spas. A world of relaxation through a large range treatments offered by top brand Spas(1).
(1) at additional costs
What do the abbreviations G.O and G.M mean?
It was in 1950, in the first Club Med Resort, in the Balearic Islands, that the term "G.O", an abbreviation of "Gentil Organisateur" (Gentle/Kind Organiser), was first used.
A label of quality produced from the imagination of holidaymakers who were ding out about Club Med for the first time. One good turn deserves another, so these pioneers were in turn christened: "Gentil Membre" (Gentle/Kind Member) or "G.M".
Is it compulsory to take part in the proposed activities?
"Your Stay, Your Way"
In our Resorts, freedom and respect for others take precedence over everything.
You are therefore 100 % free to take part or not in the different activities and events organised by the G.O.s.
What is planned at Club Med for food intolerances & allergies?
Club Med is committed to offering a wide range of culinary options to its G.M’s that require special dietary assistance.
Can I pay a deposit and pay the balance later?
A non-refundable deposit of 35% of the total package cost is payable when booking a Club
Med Holiday. The deposit must be paid at the time of booking in order to secure and confirm the reservation. The balance of the Club Med holiday cost must be paid at least 30 days before the guest’s scheduled departure.
Can I travel by myself?
Yes you can. Travelling by yourself at Club Med is an amazing experience, whether you want to have alone time sipping a cocktail by the pool, or be part of activities and entertained by the G.Os, it is all possible in our resorts.
Note that a surcharge will apply from 30% during low season to 80% during peak periods.
Are promotional offers taken into account in the prices shown on the resort pages?
Yes the promotional offers are taken into account in the prices displayed on the price calendar on the resort pages.
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Club Med by Your Side
Find out all our actions in supporting you and your family along the road to recovery, including measures to ease your concerns, new policies and special offers.
Safe Together
Your safety is our priority. Understand what measures will be implemented in our resorts to ensure the safety of our guests.
Peace of Mind Policy
We have introduced a new flexible booking policy to ease your concerns on the current uncertain situation, allowing you to travel with confidence.