AN IMPORTANT MESSAGE TO OUR PAST AND FUTURE GUESTS
March 23, 2020
ANNOUNCEMENT OF TEMPORARY RESORT CLOSURE
It is with great regret we are advising you today that we have made the difficult decision to close Coconut Bay Beach Resort and Spa and Serenity at Coconut Bay from April 1 through May 15, 2020, with a reopening planned for May 16, 2020. This was not planned but the ever-changing circumstances of COVID-19 make it imperative that we put the health and safety of our guests, our staff and our community at the forefront. The acceleration of the pandemic and the resulting travel restrictions around the world have made it clear that it is time to pause and regroup as we all adhere to government advisories to hopefully eliminate this virus.
The Government of Saint Lucia has announced the closure of its airports to all incoming commercial and private flights effective 11:59 pm on March 23, 2020; All airports will be closed to incoming travelers until April 5, 2020. For the latest advisory from Saint Lucia, please Click Here.
If you booked with us directly, you will be hearing from a member of our team this week to assist with rescheduling your travel arrangements. If you booked via a travel agent or other third party, we ask that you please contact them directly to reschedule. On March 16, 2020 we updated our policies to ensure you can change or cancel your upcoming reservations without worry and we extended our reservations hours so that you can reach our staff at your convenience. Guests from North America, please email firstname.lastname@example.org or call 877-252-0304. From The UK and Europe email email@example.com or call: 44 1582 792260. From Saint Lucia and the Caribbean, please email firstname.lastname@example.org or call 758-456-9999.
While we are closing for the short term, we will be back. We are grateful for all of the support we have received and the kind messages to our staff members. We will be here waiting to welcome you, our extended Coconut Bay family, back to your Saint Lucian home in paradise. Until then, please take care of yourself and your families and stay healthy.
We will get through this together!
March 16, 2020
OUR COMMITMENT TO YOUR HEALTH AND SAFETY
On behalf of Coconut Bay Beach Resort & Spa and Serenity at Coconut Bay I want you to know that the safety and well-being of our guests and staff has always been, and remains, our highest priority. We take your concerns to heart and like you we are actively monitoring coronavirus (COVID-19) developments. Know that we are dedicated to providing a revitalizing getaway for you whether you’re staying with us soon or planning your future travel.
Accordingly, we have enhanced our procedures, increasing the frequency of sanitizing all areas throughout the resort. Public areas are all being cleaned and sanitized constantly in particular high traffic contact points. Additional hand sanitizing stations have been added throughout the resorts at key points – both in the front of house for guests and back of house for staff use and all departments are providing staff with daily guidance for handwashing and sanitization. In guest rooms all touchable surfaces including remote controls are being sanitized and wiped down on a daily basis as part of our housekeeping regime. And all of our tour busses, cars and vans are also being sprayed and wiped down with sanitizer multiple times per day.
Of course, should our guests need medical attention for any reason there is a nurse on property every day from 9am to 11pm and a doctor on call 24-hours per day.
WORRY FREE BOOKINGS AND CANCELLATIONS
Like you we are closely following the developments concerning coronavirus (COVID-19) and the impact on you, our staff and our local community. Due to everchanging circumstances, we would like to help by offering some peace of mind. We understand the uncertainty you may have about making your reservations at this time. Guided by our purpose of care we want you to feel confident in your future plans and have updated our change and cancellation policies to provide you with maximum flexibility.
- If you have an existing reservation made directly with us for a stay arriving between March 16, 2020 and June 30, 2020, you can change your dates or cancel at no charge for a full refund up to 24-hours before your scheduled arrival.
- Any new reservation you make directly with us between March 16, 2020 and June 30, 2020 for any future stay with us can be changed or cancelled at no charge for a full refund up to 24 hours before your scheduled arrival.
- If you have an existing reservation booked via a travel agent, online travel agency, airline or other third party, you will need to contact them directly both for information about their policies and for assistance in cancelling or changing your booking. We have made them aware of our new change/cancellation policy.
EXTENDED HOURS FOR RESERVATIONS
In order to assist you in a timely and convenient manner we are extending our reservations office hours from 9 am – 7 pm Monday through Friday and Noon – 5 pm on Saturdays. These extended hours will be available for a limited time and are subject to change. Due to high call volume, we ask that you please be patient with both our reservations staff and our travel partners as we work quickly to assist you.
SAINT LUCIA COVID-19 RESPONSE
The Saint Lucia Department of Health and Wellness has advised restrictions are in place for travelers with a travel history within the last 14 days from Mainland China, Hong Kong, the Republic of Korea, Italy, Singapore, Spain, UK, Germany, and Mainland France and by Extension Guadeloupe, Martinique, Saint Barthélemy, Saint Martin and French Guiana, whether in transit or originating. All yachting and pleasure craft calls into Saint Lucia are suspended until further notice. Here are additional links to provide you with the most up-to-date Covid-19 travel restrictions and information for Saint Lucia:
- March 18, 2020 updated travel restriction from the Saint Lucia Department of Wellness
- Saint Lucia Tourism Authority
- Saint Lucia Hospitality at Tourism Association
As always, we only wish the very best for our guests and our staff – our extended family. Please look after yourselves, your friends and neighbors and most of all stay healthy. Be sure to monitor the policies and guidance from the World Health Organization and your respective government entities for travel advisories.
We will continue to be vigilant and proactive in all areas in order to make sure your future stay with us is amazing. We will keep you updated with any developments and look forward to welcoming you to our perfect piece of paradise soon.
President and CEO
Coconut Bay Beach Resort & Spa and Serenity at Coconut Bay