Our commitment to health, safety and security

In response to the development of the COVID-19 pandemic, we continue to follow the latest advice and recommendations from the Center for Disease Control (CDC), World Health Organization (WHO) and the local authorities in the countries we operate in. For up-to-date information and further details, please refer to the WHO and the Centers for Disease Control and Prevention.

La Serene Hotel has activated our corporate crisis response teams worldwide and has strong processes and support teams in place. Along with a team of experts, we have reviewed our existing health and safety processes and developed the La Serene Hotel. This in-depth cleanliness and disinfection protocol was created in partnership with SGS and is designed to ensure your safety and peace of mind from check-in to check-out. The 20-step protocol for hotels and 10-step protocol for meeting and events space has been introduced and recommended to all hotel locations. Each of our hotels has also been equipped with resources and educational materials on how to handle suspected or confirmed cases of coronavirus (COVID-19) or lockdown for quarantine purposes in cooperation with the local authorities.

We are continuously monitoring and following the changes in recommendations and guidelines of the local governments and the local health authorities in the countries we operate in, to continue working towards providing the best service possible while safeguarding the safety of our guests and associates, within the requirements issued by such local authorities.

The availability of food service, pools, fitness centers, and other amenities may be disrupted at your destination hotel. In accordance with governmental guidelines, some hotels may only be open to essential workers and can only be reserved by calling the property directly.

Our heartfelt thanks
As we constantly evaluate and update policies and protocols, we want to extend a special thank you to our team members and essential workers across the world who have been working tirelessly in their communities and our hotels.

Our cancellation policy

We are constantly updating our global cancellation policy with the aim to offer you as much flexibility and planning comfort as possible. Our policy is subject to local regulations and variations applicable to the hotel legal entity.

Our most flexible options allow free cancellation or modification of your reservation up to 24 hours before arrival (any modifications are subject to availability and/or any rate difference). For other rates and/or promotional offers, please consult their terms and conditions.

Individual reservations:

For new reservations made on or after January 1, 2021, the individual hotel cancellation policies in place at the time of booking will apply (please contact the hotel/s directly).

Leisure Groups, Business Groups and Meeting & Events:

For new reservations made on or after January 1, 2021, the individual hotel cancellation policies in place at the time of booking will apply (please contact the hotel/s directly).

Guests are advised to contact our call centers for urgent reservations (travel within the next 72 hours) or to modify or cancel their booking via our website, app or online form on our website.

Guests who booked via online travel agents or third-party travel professionals must contact their booking provider for any adjustments.