“Typically, we have reduced our cancellation period to within 7 days free, accommodating those who’ve failed their mandatory PCR tests, or have been impacted by last-minute travel restrictions. For re-booking, we have allowed guests to amend within 12 months at the same rates, or opt for a travel credit towards any future dates if desired. The goalposts keep changing, so we are adapting as per requirements, in some instances offering much more.
As a resort with a high percentage of repeat clientele, it’s a balance between maintaining the booking and ensuring that potential demand is not displaced. I think flexibility has become almost client-based as well, i.e., loyalty has a high impact on the strategy. The strategy also has to adapt, as people are now less willing to book further out, so the pace of the past cannot be considered for the future. Like many others, we have also begun to offer vouchers for future planning and have adapted our deposit policies.”