(Coronavirus)

TEMPORARY CLOSURE - COVID-19

In line with the new UK Government directives on all leisure and non-essential business, it is with regret that we have to announce that all Malmaison & Hotel du Vin hotels will now be closed until the 14th June 2020

All reservations for arrivals from 24th March through 14th June 2020 have been cancelled. All deposits and pre-payments will be held and we will contact you to arrange a new date in due course. Should your plans not be flexible and you wish to cancel, refunds will be made however, please allow a minimum of 14 days for these to be processed.

Should you need to contact us for support, we recommend you use our Live Chat function available on this website. Alternatively, you can email theteam@malmaison.com or theteam@hotelduvin.com. Due to the closure of our hotels and offices, our phones will be unmanned during this period. Live Chat and emails will be monitored between the hours of 9:00am and 5:00pm, from Monday to Friday. Due to very limited resources during this time, you may experience a delay in our response. We will endeavour to answer your enquiry as quickly as possible and thank you in advance for your patience.

We are sure that you will appreciate that, as a result of the fast evolvement of the crisis, we have been inundated with messages and calls. This has resulted in increased waiting times from our Customer Services and Reservations Teams. We have prioritised guests with arrival dates in ascending order, to minimise uncertainty in the short term. We can only apologise if you have experienced delays.

All perishable food from our kitchens is being distributed to local charities and food banks, so it can be given to those most in need during this unprecedented time. We are also in communication with UK Governments to see how our properties can be used to support key workers.

The safety of our employees and guests remains our top priority and in the interest of protecting the vulnerable groups in our society, we encourage you to respect all guidelines issued by the various health authorities. Should the restrictions continue we will extend the period of closure in-line with UK Government guidelines. All updates will be posted on this website, along with social media channels. Communication may be limited during these times, however we will do our utmost to respond to messages received.

We very much appreciate your patience during these difficult times. We send our thanks and well wishes to all of our customers and your loved ones. Stay safe and we very much look forward to welcoming you into our hotels in the future.

Take care of yourself and those around you!

Guus Bakker


Chief Executive Officer, EMEA
Frasers Hospitality (UK) Limited
3rd Floor, 95 Cromwell Road, London SW7 4DL

 

We are currently experiencing high call and email volumes into our customer service centre due to the current coronavirus situation. We would kindly ask that should you have any upcoming reservation please email us via theteam@hotelduvin.com.  We strive to respond to you within 48 hours. (For any reservations not arriving within 72 hours please note the response time may be longer)

Thank you for your patience and understanding during this unusually busy period.

 

Your Travel Flexibility

We remain committed to offering you flexible booking options. Given these unique circumstances we are making additional adjustments to our individual booking policies to give you extra peace of mind:

Government Restrictions. In regions affected by government-issued travel restrictions, we will continue to waive change fees, exchanged for a reward card or offer full refunds. Please follow this link: https://www.gov.uk/guidance/coronavirus-covid-19-information-for-the-public for the latest information on our travel waivers.

Our hotels are now closed until the 14th June 2020. All reservations have to be cancelled.  All deposits and pre-payments will be held and we will contact you to arrange a new date in due course. Should your plans not be flexible and you wish to cancel, refunds will be made in due course.

All reservations – even those described as "non-cancellable" (“Advanced Purchase”) – that are scheduled for arrival before 3rd July 2020 can be changed, exchanged for a reward card or cancelled at no charge up to 24 hours before your scheduled arrival.

New “Best Flexible” Reservations. All reservations booked on our “Best Flexible” rates for any future arrival date, can be changed or cancelled at no charge up to 24 hours before your scheduled arrival

New “Non-Cancellable” (“Advanced Purchase”) Reservations. That are booked from 13th March 2020 for any future arrival date will be liable for charge unless the UK government changes its official UK travel advice. Should you wish to maintain the right to cancel free of charge (up to 24 hours before arrival). We strongly recommend booking one of our “best flexible” rates.


Our full terms and conditions are updated daily, so please click here for the latest information.

If you have questions regarding an upcoming reservation, please contact our support team for assistance theteam@malmaison.com or the relevant hotel team directly.

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