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HOME  >  TERMS & CONDITIONS  >  COVID-19

COVID-19

We're offering peace of mind and the flexibility to change your stay

Your health and wellbeing, and that of our guests and team, is our absolute priority and we remain committed to providing the highest standards of service, cleanliness and hygiene.

To ensure you have a good night’s sleep in your home away from home, we want to reassure you that we’re working with our teams and external suppliers to ensure hygiene and sanitation standards are in line with the absolute latest health protocols, and that high touchpoints in our hotels are regularly sanitised.

Change of plans?
We’ve amended our cancellation policy to give you greater peace of mind when you book. If you’re travelling in Australia and New Zealand between now and 30 September 2020, you’ll be able to take advantage of our flexible booking policy and can cancel your booking up to 2pm on the day before you arrive without penalty. This offer is valid for new and existing bookings.

  Country / Region

Australia & New Zealand

Europe

Australia & New Zealand

Our flexible booking policy is available at all hotels for stays until 30 September 2020 and is valid for new and existing bookings. Cancellations will be allowed up until 2pm the day prior to arrival!

FIT Travellers / Individual Travellers
We understand that the nature of travel is uncertain at present, so we want to make sure you have piece of mind when booking with us. The majority of our rates are now fully flexible, so should you make a booking and travel restrictions change making your upcoming stay no longer possible, just give us a call and we would be happy to assist with a cancellation or postponement. Should you still wish to book a non-flexible reservation, these can be postponed through to 29th December 2020 without penalty should plans change. This can be done by contacting Central Reservations on 13 86 42 (within Australia), +61 2 9356 5062, or simply by calling the hotel direct.

Group and Conferences Bookings
Our teams are working to support and address the needs of each group, including moving event dates to a different date We will continue to work with our clients to manage any changes needed on a case-by-case basis.

Third Party Bookings / Online Travel Agents
For guests who have booked through a travel agent, online booking platform or other third parties, please contact your booking provider directly for assistance.

No Show Charges
These will apply as normal. To avoid this charge, please contact your hotel directly to amend/cancel your booking.

*Some exclusions may apply. This may exclude periods with special event restrictions or peak demand weeks and is not applicable for The Calile Hotel Brisbane. Please refer to the individual rate rules of your preferred hotel for more details.

Adina Hotels Europe

FIT Travellers / Individual Travellers
Guests who are booked to stay prior to 31 May 2020* at our Adina Hotels in Europe may cancel their reservation without penalty or change arrival to a later date. This applies also to reservations for stays until 10 June 2020 in Copenhagen. Existing non-flexible reservations beyond 31 May 2020* can postpone their reservation through to 29 December 2020* without penalty. This can be done by contacting Reservations on the numbers listed below or simply by calling the hotel direct.

  • Berlin & Leipzig: +49 (0)30 863 298 104
  • Hamburg: +49 (0)40 334 608 553
  • Frankfurt & Nuremberg: +49 (0)69 247474553
  • Copenhagen: +45 88193651
  • Budapest: +36 1 2368800

New Bookings
For guests making new reservations between 12 March 2020 and 31 May 2020*, for any future arrival date after 31 May 2020 - including reservations with pre-paid non-refundable rates, we will allow the reservation to be moved to a future date up until 29 December 2020.* Please note that changes to your reservation may be subject to availability and room rate differences.

Group and Conferences Bookings
Our teams are working to support and address the needs of each group, including moving event dates to a different date. We will continue to work with our clients to manage any changes needed on a case-by-case basis.

Third Party Bookings / Online Travel Agents
For guests who have booked through a travel agent, online booking platform or other third parties, please contact your booking provider directly for assistance.

No Show Charges
These will apply as normal. To avoid this charge, please contact your hotel directly to amend/cancel your booking.

*Some exclusions may apply. This may exclude periods with special event restrictions or peak demand weeks. Please refer to individual hotel rate rules for more details.

We hope these added precautions give you a little extra peace of mind during your time away from home. If you have any questions before you travel, please use the following resources:

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