Keeping the magic safely alive...

Checking In & Out

Whether you are arriving by boat, plane or vehicle, you can be assured that from the moment you arrive with us you will be treated as part of the family and with the same Virgin Limited Edition love and welcome our guests can always expect. We may be keeping a social distance but we will still be ready and waiting to create your own truly unique experience.

We want to make your stay as simple and relaxed as possible and that’s why we have created our own little welcome pack that you can expect with all the usual little luxuries that we will never compromise on. Each of our guests will receive a face mask (Virgin Limited Edition in style of course!), sanitiser and antibacterial wipes for your convenience, to use as you wish.

We will then talk you through all of the different options available during your stay to ensure you feel as at home as possible, whilst still getting the outstanding service we're known for.

As hard as goodbyes are, when it comes to it we'll make it as seamless and easy as possible.

Flexibility & Simplicity

We understand that everybody’s level of concern is entirely personal and while our promise is that your safety is our number one priority, we want to ensure that we are working to your comfort level.

So, whether that’s choosing not to have housekeeping during your stay, or providing you with the same member of staff every day, you can have complete confidence that we remain fully flexible, adapting our processes around your preferences and ensuring that you have as memorable a stay with us as ever.

Keeping It Clean

We give you our absolute word that we will be carrying out the most meticulous cleaning measures, which will also as a minimum meet any new local regulations now in place across our properties. You can expect to see some of our staff a little more than usual in all guest areas as we ensure that all common surfaces and touch points within the properties are cleaned at least once every hour.

Every single member of our staff has received new COVID-19 training and we will be continuing to refresh, adapt and improve our processes, to ensure we are always one step ahead.

You may notice a few temporary alterations to some of our rooms and guest areas as we do our very best to keep our guests safe. Our rooms will still have the same beauty and comfort that they have always done, but as we strive to increase safety measures we ask you to kindly bear with us and know that we remain completely flexible to tailor your stay - and at your disposal.

Clean Hands

For the comfort of our guests, we have placed hand sanitiser stations across key areas in all of our properties. We encourage all of our guests to use these whenever possible.

Masks

For the safety of both our staff and guests, our staff will be wearing face masks at all times. Whilst these may well hide our smiles, we will most certainly still have smiling eyes!

We would encourage all of our guests to also wear masks in communal areas and where face masks are mandatory by local law, our team will advise accordingly.

Temperature Screening

It is our number one priority to ensure the ongoing safety and wellbeing of all of our guests and staff, and with that in mind, we hope you’ll understand that we will be carrying out temperature checks and a medical questionnaire for all guests on arrival. A pre-arrival questionnaire will also be emailed to you for completion prior to your departure and we will be at the end of the phone with any last-minute questions you might have too.

In addition, our staff will undergo daily temperature checks before they start work every day (that even includes the many staff members across our collection that reside on property); so you can have complete trust that you are always in safe hands.

Medical Support

Should any of our guests have any health concerns, we have medically trained staff or qualified nurses at each property, readily available 24/7.

Transfers

Whether it’s by speedboat to one of our private islands or in a game vehicle in the bush, we will be following rigorous cleaning measures before, during and after; as well as having hand sanitiser onboard all of our vehicles for the convenience of our guests and staff.

If you have booked your transfer through us with one of our reputable suppliers, you can have every confidence that they will be following the same rigorous cleaning measures, before, during and after your transfer. We will also have hand sanitiser ready for you as soon as you arrive at our properties.

Guests on game drives will be reduced down to four people per vehicle to allow us to ensure safe social distancing measures, unless travelling as one larger family or group, of course.

Dining

We are extremely proud of the incredible dining options we offer across our properties and while there will be no compromise to any of this, we will be making a few small changes to ensure social distancing and how we might present our food.

Like always, we will continue to maximise the incredible dining locations across our properties, where possible, and we will also be increasing the variety of outdoor set-ups, as well as offering guests the opportunity to dine in their rooms, should they wish to.

Activities

We know lots of our guests like to stay active during their stay and whilst we still encourage this, please understand that some activities might not be available.

Our team will be sure to keep you updated before you arrive on property, but if you have any questions about particular activities or our third party partners, please do reach out to our lovely reservations team who will be happy to help.

Spa

We all love to be pampered every now and then - and that’s why we’re doing our very best to continue with our spa offering across some of our properties. This is likely to be a limited offering compared to normal and there may be less treatment slots available, but where we can, we will be making use of the incredible outdoor locations we’re privileged to have.

Needless to say, by their very nature, our spas have always had very strict hygiene protocols, so you can rest assured that whether it's our own therapists or trusted third party suppliers, our treatments will be carried out in the safest way possible.

We will do our very best to keep you informed about our spa services prior to arrival.

Community Tours

Where possible, we will continue with our local community visits but we will ask guests to wear masks throughout the tour, use hand sanitiser before and after and to follow social distancing guidelines to keep both you and the community safe.