Ready to welcome you

Updated June 23, 2020

Meliá Hotels International is very much aware that events related to the COVID-19 coronavirus and the intense amount of information it is generating requires us to make an extra effort regarding transparency, openness and proximity with respect to everyone who has placed their trust in our company.

Stay safe with Meliá

Given the extraordinary situation created by Covid-19, Meliá has devised an operational transformation strategy based on the following premises:

  • Safety for employees and customers

  • Reduced contact in interactions between customers and employees

  • Optimisation of operational processes, simplifying and digitalising the service

  • Adaptation of our brands to new paradigms and customer needs

Based on these principles, new cleaning, hygiene and social distancing measures have been developed to allow the opening of our hotels within a framework of confidence and safety.

More information


NEW EXTRA CLEANING AND HYGIENE MEASURES

New cleaning equipment.

Diversey has published new cleaning and disinfection protocols, including new cleaning equipment and products to be used during the whole stay.

Special prevention plan.

We have created a special prevention and maintenance plan for air conditioning, heating, refrigeration and water systems.

Stay Safe ambassador in each hotel.

An ambassador is appointed in each hotel to guarantee the implementation of the Stay Safe with Meliá programme.

Personal Protective Equipment.

Specific personal protective equipment (PPE) and hygiene equipment. Training in food hygiene and health standards prior to opening for all employees.

Laundry procedures.

A protocol has been defined for laundries for washing and collecting linen during the stay and after the customer’s departure to avoid contamination.

Cleaning on request.

Customers can decide whether they want to use the cleaning service during their stay. Cleaning will always be done when the customer is out of the room.

Seals on areas and articles.

After disinfection of rooms and meeting rooms, all frequently used items (glasses and remote control) and the entrance to the room will be sealed.

Elimination of paper and waste bin.

All paper and stationery in the room will be eliminated and a digital directory installed on the TV and the Meliá APP. The bathroom waste bin will remain and must have a lid, double bag and non-manual opening system.

Elimination of items that are dry cleaned.

Decorative items that do not comply with new cleaning protocols (washing at more than 60º) will be eliminated. Example: cushions, plaid, etc.

Dispensers and prevention kit.

Hydroalcoholic solution dispensers for hand cleaning will be placed in public areas. Customers may also buy a prevention kit (masks, gloves and gel).


NEW PERSONAL SPACE: SOCIAL DISTANCING

Pre-arrival information.

Before customers arrive, they will be contacted and told about all the measures being taken and what their stay will be like. This information will be available and updated on melia.com.

New signage system.

A new signage system to inform customers and indicate how spaces will be used and the need for social distancing.

Protective screens.

Installation of protective screens in reception and in the dining room services.

Capacity reduction.

A space management tool has been implemented to reduce capacity in restaurants, meeting rooms and swimming pools and manage bookings to guarantee social distancing and personal space.

Buffet modification: market-style system.

Buffets adapted to a market-style format, with our expert chefs directly serving customers a wide range of different dishes. Aiming to optimise the flow of customers and reduce food handling.

New takeaway-meal service.

A takeaway service allows customers to enjoy their food wherever they wish (beach, room, etc.).

Hygiene certification.

Bureau Veritas will certify the hygiene, disinfection and quality standards in all operational processes.

Digital concierge.

Digital concierge through WhatsApp for individual and group customer service.


Cancellation Policy

Right now, and until August 31, 2020, all the rates that we currently have on sale can be cancelled at no cost. Cancellations can be made between 1 and 7 days before the scheduled arrival date. Some exclusions may apply. May exclude periods with special event restrictions or peak demand weeks. Please refer to the property’s Rate Details for applicable terms or exceptions, if any, when booking or changing reservations.

For bookings made before today, our cancellation policy is as follows.

  1. As of May 21, 2020, if customers are affected by travel restrictions in their country of origin or the hotel they have booked is closed for the expected dates of the stay, Meliá offers you the chance to change or cancel the booking under the following conditions:

    • For individual bookings made between March 2 and August 31, 2020, customers can cancel their booking up to 24 hours before the date of arrival without any cancellation fee or penalty.

    • For individual reservations made before March 2, 2020 for arrival dates up to August 31, 2020, we offer 100% flexibility to postpone the booking up to 24 hours before the expected arrival date. You can postpone the booking up to December 31, 2021, choosing a date for which the hotel offers the same terms and conditions, or agree to pay any possible difference in the room rate without any booking management fees.

    • For group bookings with arrival date before August 31, we offer 100% flexibility to change the dates without any booking management fees up to December 31, 2021, regardless of the date the booking was made.

  1. Check the specific conditions for each booking as some exceptions may apply in some hotels during high-demand periods and may require cancellation further in advance to avoid cancellation fees and penalties.

  1. If the booked hotel is itself quarantined during the guest’s stay, the hotel will abate or return any payments the guest would otherwise have to make in the proportion corresponding to the date on which quarantine is ordered.

  1. If we are forced to close the booked hotel for the dates booked, we will offer alternative accommodation of the same or superior quality in another of our hotels. If this is not possible, we offer 100% flexibility to postpone your reservation up to 24 hours before arrival: you may choose a later date until December 31, 2021 and on which the reserved hotel is operative again and offers the same terms and conditions or for which you agree to pay a possible difference in rate without any management fee.

  1. Guests who book through online travel agents or other third-party travel professionals are advised to contact their booking provider for information on the policies they are applying.

  1. We are aware that the COVID-19 pandemic and the response from the government and health authorities are constantly changing and developing. Please note that the criteria in this document are therefore subject to change over time.

  1. Meliá will extend the current MeliáRewards membership tier for one year for Platinum, Gold and Silver members whose tier review is scheduled for between March 1, 2020 (from February 1, 2020 for members from Greater China) and December 31, 2020. The membership tier will remain unchanged even for those members who do not meet the minimum stays, nights or points requirement to remain in their tier. In consequence, for example, tier reviews that were due on March 1, 2020, will now be carried out on March 1, 2021.

Contact

We are receiving a high volume of calls and emails in our Customer Service Center, please contact us only if your reservation has check in date in next 72 hours. When using the email to contact, we need you to identify your reservation in the Subject field with this information: check in date and booking reference (SUBJECT: LOC XXXXXX - DAY/MONTH/YEAR). Thanks in advance for your comprehension.

Individual booking contact

Cancellations and date changes

Spanish atencionalcliente.reservas@melia.com

English customercare.bookings@melia.com

Information about hotel change due to closure

Spain 910 35 09 21

USA +1 (929) 207-1069

Canada +1 (613) 699-8032

UK +44 20 3499 8649

Germany +49 30 22386275 (Service in English)

France +33 1 76 40 12 55

Italy +39 06 20295 482

Mexico +52 55 4161 1330

Brazil +55 (61) 4042-7843

Latam +52 55 4170 3549 (Service in Spanish)

Worldwide +44 20 3499 8649 (Service in English)

Group booking contact

Cancellations and date changes

Spanish grupos@melia.com

English groups@melia.com

Hotels opening

We have adapted our hotel operations to the highest health and safety standards under the Stay Safe with Meliá programme certified by Bureau Veritas, guaranteeing the quality of protocols and compliance with their implementation in Meliá hotels. To book any of our hotels, check room availability using the search engine on our website (www.melia.com). We hope to see you soon.

MeliáRewards loyalty program

From MeliáRewards we want to remind you that we are still here for you and, that is why, we want to minimize the impact of this situation by extending the benefits and advantages of the Silver, Gold and Platinum levels for another year. We have decided to extend these levels for a year to all those clients with revision dates between March 1, 2020 and December 31, 2020. Therefore, for example, if the revision of your MeliáRewards level takes place on May 1, 2020, we will extend your level until April 30, 2021.

Likewise, for no one to miss the opportunity to enjoy their birthday gift, we have extended the validity of its use until December 31, 2020 for all those that expire between February 1 and June 30.

Finally, we extend the expiration of the points that were to expire between March 1 and June 30, 2020, for 3 months. Remember that your points do not expire if you make a movement every 12 month in your account.

All these changes are being applied in our systems automatically. Soon you will be able to look at everything in your private area at www.meliarewards.com.