Frequently Asked Questions

1. With the current 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 with check-in on or before 31 October 2022, and wish to make amendments to your original travel dates, you can benefit from our Peace of mind policy:

· FREE CHANGE OF DATE (1): Up to 7 days before departure.

· BOOK NOW PAY LATER (2): Only $250 per person due at time of booking to secure your Club Med holiday and full balance payment not due until 45 days prior to travel.

· FLEXIBLE CANCELLATION (3): Only $250 per person will be charged if you cancel 30 days before departure.

(1) Rebooking can be made up to 7 days before departure and to be completed by 30 April 2023.

If the new booking is of a higher value, guests will need to pay the difference. If the new booking is of a lesser value, a refund can be issued in the form of credit to use toward a future stay with one-year validity. The original length of stay, number and adult-child breakdown of guests, room category and resort booked remains the same in the new booking date. Where the rate of the new booking date is higher than the rate already paid, the rate difference will be chargeable. For air packages, handling and/or penalty fees by airlines apply separately.

(2) A deposit of $250 per person will be required at time of booking your Club Med stay. If your package includes air tickets, a full payment for the flight portion will also be required at time of deposit. Full balance payment is required 45 days before departure.

(3) A cancellation of your paid deposit of $250 per person will apply 30 days before departure. If your package includes air tickets, handling and/or penalty fees by airlines apply separately.

Alternatively, a Future Travel Credit* of the land value can be issued free of charge, valid for travel by 30 April 2023.

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.

For Air packages, handling/penalty fees will apply according to the carrier’s policy.

Please see our policy update for further details.

*Credit can be used for any resort 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.

2. I have a Travel credit, how can I utilize it?

We sincerely thank you for agreeing to hold your credit with us on your holiday package.

This credit held can be utilized for a future stay^ and will be given to you in a form of a travel voucher. This can be redeemed by contacting our Contact Centre.
^Future stay must be completed by 30 April 2023.

This voucher can be used according to these specific terms & conditions​

• Credits can be used to book any Club Med Package (Resort-only Package or Air/Ferry/Coach/Train Package) worldwide​.

• Credits are non-refundable, non-transferable and non-convertible to cash.

• If the new booking is of greater value, you will be required to top up in cash any pricing variances due. 

• Credits can be used for multiple bookings for travel by 30 April 2023.

• Club Med Booking Terms & Conditions apply.

• Club Med reserves the right to change these terms and conditions.​

​If you have booked your flights with your Club Med package, we will be contacting the airlines to check on any applicable handling/penalty fees according to the carrier’s policy and will update you on this.​

Please contact us at 1800 258 2633 or email us at askme.sg@clubmedcustomerservice.com.

Operating hours
Monday to Saturday (including public holidays): 09:00 - 18:30
Closed on Sunday

3. My country doesn't allow me to travel, I want my money back.

We understand your concerns and would like to offer 2 options for you:

a. You may postpone your booking, receive a Future Travel Credit* and retain 100% of the full payment already paid. This credit can be utilized for any resort with an equivalent value for travel up until 30 April 2023^.

b. You don’t have to make a decision right now and will be given the option to amend/cancel your stay in the coming weeks.

^Amended travel journey must be completed by 30 April 2023

If the new booking is of a higher value, guests will need to pay the difference. If the new booking is of a lesser value, a refund can be issued in the form of credit to use toward a future stay with one-year validity.

*Credit can be used for any resort 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.

4. I have a stay planned in the upcoming weeks but wish to make amendments. What are my options?

We understand your concern.

For all bookings made until 31 October 2022, and wish to make amendments to your original travel dates, you can benefit from our Peace of mind policy:

· FREE CHANGE OF DATE (1): Up to 7 days before departure

· BOOK NOW PAY LATER (2): Only $250 per person due at time of booking to secure your Club Med holiday and full balance payment not due until 45 days prior to travel. 

· FLEXIBLE CANCELLATION (3): Only $250 per person will be charged if you cancel 30 days before departure.

(1) Rebooking can be made up to 7 days before departure. Amended travel journey must be completed by 30 April 2023.

If the new booking is of a higher value, guests will need to pay the difference. If the new booking is of a lesser value, a refund can be issued in the form of credit to use toward a future stay with one-year validity. The original length of stay, number and adult-child breakdown of guests, room category and resort booked remains the same in the new booking date. Where the rate of the new booking date is higher than the rate already paid, the rate difference will be chargeable. For air packages, handling and/or penalty fees by airlines apply separately

(2) A deposit of $250 per person will be required at time of booking your Club Med stay. If your package includes air tickets, a full payment for the flight portion will also be required at time of deposit. Full balance payment is required 45 days before departure.

(3) A cancellation of your paid deposit of $250 per person will apply 30 days before departure. If your package includes air tickets, handling and/or penalty fees by airlines apply separately.

Alternatively, a Future Travel Credit* of the land value can be issued free of charge. Amended travel journey must be completed by 30 April 2023.

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.

For Air packages, handling/penalty fees will apply according to the carrier’s policy.

Please see our policy update for further details.

*Credit can be used for any resort 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.

If you booked your stay directly on a Club Med website or contact our travel advisor please contact contact us at 1800 258 2633 from:

Monday to Saturday (including public holidays): 09:00 - 18:30
Closed on Sunday

Or email us at askme.sg@clubmedcustomerservice.com.

5. How can I modify or cancel my booking?

If you booked your stay directly on a Club Med website or contact our travel advisor and are travelling to one of our Club Med destinations, please contact us at 1800 258 2633, at your disposal from:

Monday to Saturday (including public holidays): 09:00 - 18:30
Closed on Sunday

Or email us at askme.sg@clubmedcustomerservice.com.

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.

6. I want to revise/cancel my booking and I booked flights with Club Med; will you revise/cancel my flight tickets?

If you booked flights directly with Club Med, you must call us before your departure time to cancel/revise your booking. Otherwise, we unfortunately will not be able to revise your flight arrangements, 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.

7. My local government recommends that we avoid 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.

8. 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.

9. 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 with no blacked out dates, 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; we advise you to book as soon as you can.

^ If the new booking is of a higher value, guests will need to pay the difference. If the new booking is of a lesser value, a refund can be issued in the form of credit to use toward a future stay with one-year validity.

*Credit can be used for any resort 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.

1. 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, we want to assure you that Club Med’s top priority remains to ensure the health and safety of all clients and employees. To help you book your next vacation with confidence, we have expanded our rebooking policy and launched our Peace of Mind Booking Policy.

For all bookings made until 31 October 2022, and wish to make amendments to your original travel dates, you can benefit from our Peace of mind policy:

· FREE CHANGE OF DATE (1): Up to 7 days before departure.

· BOOK NOW PAY LATER (2): Only $250 per person due at time of booking to secure your Club Med holiday and full balance payment not due until 45 days prior to travel.

· FLEXIBLE CANCELLATION (3): Only $250 per person will be charged if you cancel 30 days before departure.

(1) Rebooking can be made up to 7 days before departure. Amended travel journey must be completed by 30 April 2023.

If the new booking is of a higher value, guests will need to pay the difference. If the new booking is of a lesser value, a refund can be issued in the form of credit to use toward a future stay with one-year validity. The original length of stay, number and adult-child breakdown of guests, room category and resort booked remains the same in the new booking date. Where the rate of the new booking date is higher than the rate already paid, the rate difference will be chargeable. For air packages, handling and/or penalty fees by airlines apply separately

(2) A deposit of $250 per person will be required at time of booking your Club Med stay. If your package includes air tickets, a full payment for the flight portion will also be required at time of deposit. Full balance payment is required 45 days before departure.

(3) A cancellation of your paid deposit of $250 per person will apply 30 days before departure. If your package includes air tickets, handling and/or penalty fees by airlines apply separately.

Alternatively, you can cancel your reservation and receive a Future Travel Credit* available for use in any Club Med Resort for 100% of the land costs, valid for travel by 30 April 2023.

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.

For Air packages, handling/penalty fees will apply according to the carrier’s policy.

Please see our policy update for further details.

*Credit can be used for any resort 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.

2. Because of COVID-19, do you offer last minute deals?

All our best offers are advertised on our website in our DEALS page or with your travel advisor for any departure dates. You are guaranteed the best rate available at the time of booking.

3. What will happen to my booking if I can’t access the new destination when it’s time to travel?

Your safety is our priority. Whether you are travelling to our resorts to lay out on the beach or take in the local sights at your destination, we have implemented high impact cleaning procedures and safety and hygiene protocols to give you a peace of mind.

We are working alongside local authorities, certifying our processes, and training our team in accordance with global health guidelines so that you can focus on creating memorable experiences with you and your loved ones.

Discover our “Safe together program”

If your new booking should be impacted by new travel restrictions, we will directly contact you to help you with alternative travel options.

1. Can I get more details on what is done in the resorts?

Your safety is our priority. Whether you are travelling to our resorts to lay out on the beach or take in the local sights at your destination, we have implemented high impact cleaning procedures and safety and hygiene protocols to give you a peace of mind.

We are working alongside local authorities, certifying our processes, and training our team in accordance with global health guidelines so that you can focus on creating memorable experiences with you and your loved ones.

Discover our “Safe together program”

2. 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 body temperature will also be checked.

Any guest that is found with a high temperature or feeling unwell will be isolated and sent to the infirmary or hospital for check-up. Our resort team will then communicate with local health authorities and will be strictly guided by the recommended procedures for suspected cases. Our staff have been trained and are prepared to deal with these situations should they happen.

3. What will happen if a guest tests positive for COVID-19 after they return from their vacation?

Club Med has an Emergency Response Plan ready and activated in the event of a COVID-19 case reported. Additionally, 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.

4. 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). While there are no affected cases in any Club Med resort or offices, our teams remain cautious and continue to adhere to strict hygiene precautions.

Club Med resorts are operating safely with additional cleaning protocols and strict hygiene precautions.

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

Discover our “Safe together program”