The management and staff of Silken Hotels are aware of current events related to the coronavirus COVID-19 pandemic and the enormous quantities of information circulating about it. This requires of us additional efforts in terms of communication, responsiveness, transparency and understanding towards all those who have placed their trust in our company.

In line with government orders, all our establishments are currently closed. As soon as the authorities give permission, we will be reopening our doors and offering all our services as normal.

Silken Hotels offers its customers:

1. Individual bookings up to 15 April 2020, irrespective of the date the booking was made, may be cancelled free of charge.
2. Individual bookings for dates after 15 April 2020, irrespective of the date the booking was made, may be changed free of charge with complete flexibility up to March 2021.
3. Group bookings for dates from the publication of this update until 30 April 2020, irrespective of the date the booking was made, may be changed free of charge with complete flexibility up to March 2021.
4. Guests who have booked through on-line travel agents and other intermediaries are advised to contact them immediately to obtain information on the policies that apply.
5. We are fully aware that the COVID-19 pandemic and the response of government and health authorities are constantly changing and being updated. Please bear in mind, therefore, that the policies detailed in this document will be subject to change over time.
6. Silk, Gold and Silver members of the SibySilken loyalty programme whose membership category was due to be reviewed between 1 March 2020 and 31 December 2020 will automatically have their category extended for a further year. Each member's level will be unchanged, including those who do not meet the minimum requirements in terms of stays, nights or points to stay at that level. Consequently, level reviews that would have taken place on 1 March 2020, for example, will now be applied on 1 March 2021.

We can be contacted via our usual telephone numbers and communication channels, as well as our website and all our sales portals.

To obtain quicker help regarding a booking or any other query, please call or e-mail the specific hotel directly. To contact us by e-mail click here to access a contact form where you can send us your queries about any hotel:

https://www.hoteles-silken.com/en/contact/

Whether you use the form or send us an e-mail please include your arrival date and booking reference in the subject line (SUBJECT: LOC XXXXXX - DAY/MONTH/YEAR) to help us handle your query and respond as quickly as possible.

In these difficult times for the travel industry, the safety, health and well-being of our customers and staff remain our top priority.

We are, therefore, constantly monitoring the situation in all our destinations, strictly adhering to the recommendations and measures established by the health authorities and cooperating fully with them in whatever situation may arise.

We have implemented a Global Preparation and Response Protocol in all our hotels and offices, which is being constantly updated and covers the following points:

• Detailed and scientifically verified information on COVID-19, including prevention, response and treatment.
• Updated information on the rules and recommendations issued by relevant bodies.
• Legislation affecting hotels with regard to health, prevention and response, reporting and prioritisation of information, and the movement or concentration of people.
• General operating guidelines for hotel and corporate office employees.
• Guidelines on raising awareness and the provision of information to customers.
• Information materials for employees and customers.
• Lists of hygiene, cleaning and disinfection products, with references and technical specifications for cases where a similar product is required.

Given the uncertain situation in which we find ourselves, which is beyond our control, Silken Hotels is putting every mechanism in place to ensure you can book and plan your trips with complete peace of mind, with flexible policies for cancelling and changing bookings.

Silken is completely committed to all its hotels, customers, partners and employees, and all our efforts at this time are focused on repaying your trust and managing the current situation with a view to minimising its impact and offering our partners and customers the best alternatives that we can. All our actions at this time are based on the professionalism and responsibility required of a leading hotel chain.

We are all responsible for playing our part and doing everything within our power to ensure this situation is resolved as soon as possible. At Silken we are sure that together we will overcome these difficult times and emerge even stronger.

Silken is united with all its customers and partners in hoping that normality will soon return. Meanwhile we will be pooling all our efforts to ensure that, together, we can get through this crisis.

As soon as the authorities permit it, we will be back with all the dedication and optimism that is our trademark, to care for you and serve you as you deserve.