COVID19 updates: AQUILA COLLECTION TEMPORARY Closure

IN THE HEALTH AND SAFETY INTEREST OF OUR STAFF & GUESTS

Dear guests, clients and suppliers:

BIG 5 RESERVES NOTICE:

In the interests of the health and safety of everyone, we are implementing the emergency measures issued by the South African President, Cyril Ramaphosa, sooner rather than later.

As of 24 March 2020 we will unfortunately not be allowing check-ins from any travellers.

We are monitoring the unfolding situation closely and are preparing for the government sanctioned shut down of 21 days – starting from this Thursday (26 March 2020) at midnight.

As of this regulated shut down date, Aquila Private Game Reserve & Spa, Inverdoorn Private Game Reserve and Kuganha Tented Camp will be temporarily closed for a period of 21 days. We will update all our platforms regularly as this period might be extended.

We thank you so much for your support and understanding.

PLEASE NOTE that during this shut down, our management, security, conservation and Anti-Poaching teams will make sure our conservation efforts continue, while wildlife health and wellbeing will be top priority.

AQUILA COLLECTION SUSPENDS HEAD OFFICE OPERATIONS UNTIL 30 APRIL 2020:

With the COVID-19 situation changing daily, our first and foremost priority remains making sure that our staff, the community and all those who interact with us at our Cape Town Head Office are kept as safe as possible.

We will continue to do everything we can to help our staff, our people and the community in these uncertain times. In the health and safety interest of our staff, their families and friends, the Aquila Collection Cape Town Head Office will be temporarily closed until 30 April 2020

This closure will affect all head office communication and some of our online and call centre services may be slower than usual. We ask for your patience should this be the case.

DEFERMENT:

Due to the sheer volume of requests and the closure of our Cape Town Head Office communication centre (and other departments), we ask your cooperation and understanding as there will be a delay in refund and cancellation communication.

We are very sorry for any inconvenience caused to our most valued guests and clients. These measures are in place to contain the spread of COVID-19, and we hope to resume services as soon as feasible.

It is our intention to attend to all refund requests within the next 30 to 90 days.

Due to our Head Office closure, you don’t currently need to call or email us to defer your booking for arrivals until 17 April 2020. 

Please however complete the Safari Voucher form to re-book your Cape Town Big 5 safari experience for a later date.

Eligibility for Rebooking:

  • Rebooking is permitted if you have a valid booking confirmation number for arrival until 30 April 2020
  • The Safari Voucher will be valid for 24 months from date of issue.
  • All re-booked vouchers will receive R200.00 credit to be used on extras during the time of their visit

Customers who booked directly with Aquila Private Game reserve & Spa must visit the Safari Voucher page and complete the relevant information. 

Guests who booked with a third party, booking portal or travel company must contact them for further assistance with their bookings.

CANCELLATION POLICY (as at 23 March 2020):

DEFERMENT:

Clients with bookings for visit or stays until 15th May 2020 have the option of deferring their stay and /or visit with us to any other day in the next 24 months, at the same rate quoted. 

For overnight stays we are also including a voucher to the value of R200 per person per night which they could use towards purchases at the reserve.

To make use of this service, please click on the button below.

CANCELLATION: 

 

If you are not able to defer then we are asking that you kindly supply documentation that supports your travel plans such as airline ticket cancellation, etc.

These will be forwarded to our auditors for consideration. 

Please note our teams are dealing with an overwhelming amount of requests. Due to this sheer volume of communication this could take anything from 30 to 90 days.

Our standard cancellation policy applies to:

  • requests for cancellation of stays and/or visits with arrival dates after 17 April 2020.
  • if you are not travelling from an affected area (as per the South African Government high and medium risk country lists).

The above dates will move forward daily until the situation has normalised.

NEW BOOKINGS:

  • Please note that we will not be taking any new bookings for arrival before 01 May 2020.
  • Bookings made for arrival between 01 May and 31 July 2020 will have no deferment penalty.
  • Our standard cancellation policy will apply to all bookings for arrival from 01 August 2020 onwards.

CLIENTS AND SUPPLIERS:

Should you need additional information or confirmation, we ask that you contact your sales agent directly.

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