Frequently Asked Questions
As we welcome you back to our hotels, we are committed to providing you with a protected environment that aligns with protocols for your safety and comfort. Please find the answers to your frequently asked questions below.
TRAVEL & CHECK IN
Which Hotels will open and when? Ikos Olivia will open on July 1st 2020. Opening dates for Ikos Oceania, Ikos Dassia and Ikos Aria to be announced soon. Please see details on our adjusted services and our Infinite Care Protocol™ here: https://ikosresorts.com/the-ikos-world-of-safety-freedom
Do you know if Greece will allow people of my nationality to travel?
Starting June 15, international flights can land in Athens as well as Thessaloniki, the country’s second-largest city. Those from the 29 designated countries, the majority of them in Europe, will be subject to random tests. Passengers from all other countries will have to continue getting tested, staying overnight at specific hotels, and quarantining for either seven or 14 days. Compulsory testing and quarantine will be limited only to travelers, irrespective of nationality, arriving from airports of affected areas with high risk of transmission of the Covid-19 infection, as assessed by the European Union Aviation Safety Agency (EASA). All other travelers will enter restriction-free and may be subject to random tests upon arrival. (https://www.easa.europa.eu/SD-2020-01/Airports#group-easa-downloads) ).
As of July 01, 2020 all travelers will be subject to random tests upon arrival. Additional restrictions regarding certain countries will be announced by EASA at a later date. The list and all information provided by EASA, is constantly updated and subject to change, so travelers should check before traveling.
Are there any requirements for health documents (medical examinations / certificates) to be submitted at the hotel check-in? We strongly advise you are tested within 72h of your arrival date and recommend you bring the certification with you. We also offer a complimentary rapid antibody test upon arrival, a quick and easy procedure at a designated testing area on site.
In the case I find myself positive at the airport and can’t fly, will there be cancellation charges? A certificate of diagnosis will be required, with the submission of this certificate we will waive any cancelation charges. Please see our flexible travel options here https://ikosresorts.com/our-valued-guests/
Do I have to do the COVID test? Entry to Ikos Resorts will be conditional upon the COVID-19 test results, which must be taken within 72h of travelling or upon arrival with us, offered free of charge. Guests who are not willing to take this test will not be eligible for accommodation, for the safety of all our guests and staff. For more details on our health and safety protocols please see here: https://ikosresorts.com/the-ikos-world-of-safety-freedom
What is the Testing Process upon resort arrival? The Infinite Care Protocol™ through the cooperation with Bioiatriki, implements a two-phased testing approach to further enhance the safety of our guests and staff. In phase one the OnSite COVID-19 IgG/IgM Rapid Test manufactured by CTK Biotech Inc is a lateral flow immunoassay for the detection of anti-SARS-CoV-2 IgG and IgM antibodies in human serum, plasma or whole blood. It is intended for use by healthcare professionals as an aid in the diagnosis of infection with SARS-CoV-2 coronavirus. The SARS-CoV-2 specific antibodies are useful markers for diagnosis and epidemiologic survey. The test is performed by conducting a simple finger prick and obtaining a blood drop, with results delivered in 15 minutes. In case the OnSite COVID-19 IgM Rapid Test proves positive, phase two initiates as planned with the full RT-PCR testing procedure which normally is not accessible to the public since it requires sophisticated equipment and highly trained laboratory technicians which we have ensured on-site for our guests.
Will the service be the same as in previous years?
Behind these adjustments to our services are the same people you have come to know and love, their attention to detail and personalised, genuine care remains a staple of the world-class holiday experience, and we assure our guests the service and environment, which brings them back time and time again.
If there are to be limited services and facilities at the resort, will there be discounts and reduced prices?
There will be no extra discounts or reductions at the resort, any restrictions in place are for safety purposes. Please see details on our adjusted services and our Infinite Care Protocol™ here: https://ikosresorts.com/the-ikos-world-of-safety-freedom
Will the Ikos DINE OUT Experience take place?
The DINE OUT Experience will not be offered until further notice.
Will the, kids club and crèches be open?
Kids Clubs and Crèches will operate at reduced capacity and only outdoors.
Will swimming pools be open?
Indoor Spa pools will not operate. Outdoor pools will be regularly disinfected and proper distancing measures will be applied.
What will the procedure be if we leave the resort and come back?
In the case that you decide to leave the resort, there will be a mandatory test in place upon your return.
Are there any restrictions in the operation of restaurants, or changes to the booking procedure?
Only à la carte dining options will be available across all restaurants, at all times. Restaurants will operate at reduced capacity to ensure adequate space for social distancing and adjusted layout. Reservations are required with additional booking options offered through the Ikos Resorts app.
Will the buffet be open?
There will be à la carte dining options available only.
What is the specialization of the on-duty doctor at the resort?
Our hotels have a doctor present 24/7. Specifically for this season, for any Covid cases, we have ensured cooperation with Bioiatriki Healthcare Group, the established country leader and largest private company in the field of diagnostic centers, with an extensive presence across Greece. With a vast array of international partnerships, such as with the Mayo Clinic, Bioiatriki Healthcare Group is the recipient of numerous prestigious awards and quality certifications.
If our flight is cancelled at the last minute, what happens to our booking? Will I receive a refund even if it is not before the required 20 days?
If your flight is cancelled at the last minute, we will refund any deposit and waive cancelation fees for your stay. Should your arrival date be postponed due to flights’ rescheduling by your airline, we will waive cancellation fees for any days you have missed from your booking.
I have a booking, but I do not see my hotel in your opening announcement. What happens to my booking?
For bookings in our hotels which are not scheduled to open on July 1, 2020, with arrival dates between July 1 – 14, we are providing flexible travel options. Guests can choose to wait for updates as we monitor the operation of flights and can confirm new opening dates, at which point alternative accommodation will be offered at no extra cost, and normal booking T&Cs will apply. If a guest is not able to travel due to COVID -19 restrictions, of course no cancellation fees will apply. Guests due to arrive from July 15 onwards should wait for further updates as we monitor developments, however they still have the option to rearrange their stay if preferred, where any difference in booking price will be applied. For more details on our flexible travel options please contact us at email@example.com.
We look forward to welcoming you at Ikos Resorts soon. If you have any questions, please contact us on firstname.lastname@example.org or +30 23741 10750 for more information.
Disclaimer: At Ikos Resorts, we are continuously monitoring the development of the COVID-19 outbreak and have set the well-being, health and safety of our staff and guests as our top priority. We fully comply with the guidelines of competent health authorities and have put in place preventative measures to reduce the spread of COVID-19. However, we cannot guarantee that our guests will not be exposed to the virus. Guests are requested to take self-protective measures and adhere to the covid-19 relevant house-rules to minimize any exposure to the virus. By visiting Ikos Resorts, or attending any of its activities, guests acknowledge the contagious nature of COVID-19 and the risk of exposure or infection by COVID-19. Ikos Resorts does not accept any liability and guests agree to withhold Ikos from any claims of any kind arising out of, or relating thereto.
Hotel Operations Policies: We are taking responsible actions to protect our people and guests during their stay with us. Within our resorts, we have created a new set of house rules for your safety, accompanied by sanitisation protocols, safety methods and operational procedures. For all intents and purposes, we provide full information on the limited or restricted offering of summer 2020, thus no claims or requests for discounts can be accepted due to these adjustments, which are in place for the welfare and safety of all guests and staff.
Testing: All guests are strongly advised to undergo a test 72hrs prior to arrival. In the case of no testing before travel, a complimentary rapid antibody test will be offered upon arrival. Guests not willing to take this test will not be eligible for accommodation, for the safety of all our guests and staff. Should a guest exhibit symptoms during their stay, as defined by our onsite doctors, they will be required to undergo a molecular test onsite.