Find the latest on COVID-19 related travel information from each of our brands. Visit our webpage to learn more.


Important Information Related To COVID-19

We share your concern about the Coronavirus (COVID-19) crisis. Your continued health, as well as the health of our associates and partners, remains our highest priority. To keep you informed during this critical time, we will continue to update this page with the latest policies that may affect your existing or future bookings and travel safety.

Please see below for updates and advisories related to the COVID-19 crisis from our partner brands:


Updated as of April 29, 2020

High quality and sophisticated service combined with authenticity and personal care is one of the highest maxims of Kempinski Hotels. To provide the most outstanding level of service and guest comfort even during and after the current situation, the international luxury hotel group with European roots has launched the “Kempinski White Glove Service”. In light of the fact that some of the closed Kempinski Hotels have now reopened their doors, the Kempinski operational strategy and quality management team has launched this extensive service covering all areas of the luxury hotels while keeping in line with the regional safety and health regulations as a top priority.

“It is crucial to us to continue delivering service on the highest level true to our Kempinski heritage as this is what we stand for”, explains Benedikt Jaschke, Chief Quality Officer and Member of the Kempinski Management Board. “While we need to give guests full confidence in the cleanliness and disinfection of our premises and reflect the seriousness of the current situation in all aspects of our daily operation, we are eager to continue and even surpass our dedicated service à la Kempinski.”

To fully support the execution of the “Kempinski White Glove Service”, an extremely comprehensive guidebook has been launched by the operational strategy and quality management team. The 50 pages guidebook meticulously treats any kind of measures to be taken in all departments of the luxurious hotels ranging from arrival of the guests to set-up of public areas, food & beverage to housekeeping as well as spa areas to meeting spaces. When it comes to the employees, they will from now on be carrying gloves during all guest interactions as well as in compliance with government regulations and advice masks, which have been produced for Kempinski by Italian hotel uniform designer Maurel, carrying the patterns of the Kempinski flower print. Part of the amenities in all guest rooms will be mini hand sanitisers as well as guest masks. While hotel teams obviously have to keep their distance to the guests of at least 1.5 metres, all furniture in public areas has to be rearranged to keep social distancing rules for the convenience of guests. Enhanced cleaning plans are provided by hygiene products supplier Diversey through wall charts and online guidelines to visualise step by step the flow of disinfection and cleaning of all hotel areas. Sanitising stations will be spread throughout each hotel, key cards will be disinfected before and after usage, cloth towels in public toilets replaced by one-time-usage disposable towels and professional air purifiers provide clean and fresh air.

Absolute privacy is offered to guests who upon check-in and during their stay decide not to allow any hotel team member to enter their room during their full stay period at the hotel. While usually a “Do not disturb” sign is used temporarily, the new “Privacy” sign assures that requested services will still be handled, but in front of the guest’s room door.

“The list of measures to be taken is long and very complex”, adds Benedikt Jaschke. “But appropriate and strictest hygienic standards on a very high level are key to reassuring our valued guests that a stay at any Kempinski hotel worldwide during or post coronavirus lockdown offers an environment of full safety in any respect without sacrificing our high standards of professional luxury service.”

Procedures are of course not restricted to guest services, but also apply to back of the house areas such as the employee restaurant. To limit the number of employees having their breaks at the same time, service hours of the canteen for example will be extended, some tables and chairs will be blocked to grant space and boxed meals can be offered as an alternative to be consumed at office desks. ​

Learn more about the "Kempinski White Glove Service" here.


Updated as of March 26, 2020

With the Covid-19 hitting our industry and the Paris activity hard, we have decided to close our Fauchon L'Hôtel Paris. It saddens us to no longer be able to welcome our guests and guide them through the pleasurable world of Fauchon. We are today reorganising to work even further with our Kyoto Fauchon hotel opening its doors in fall 2020.

To all our employees, partners and every one of you, we hope you are safe and can take care of your loved ones. Once we get through this difficult time together, our Paris hotel will be thrilled to welcome our guests in an even more spectacular manner. Until then, please keep safe.


Updated as of March 29, 2020

We at Shaza Hotels are closely monitoring the global situation and the impact and spread of COVID-19. We value the trust and loyalty invested in our hotels by all of our guests and members and are fully aware of the difficulties you may be suffering currently. We are working together to support and answer any queries at all our operating hotels, regarding the current and upcoming reservations and commitments.

Please see below for the key provisions now implemented and in place at our properties across the regions in which we operate.

Safeguarding Guests
Shaza Hotels continues to work and support the local health authorities while firmly following the advice of the World Health Organization (WHO). Our greatest priority is that our guests and team members feel safe and secure at our hotels. To ensure this we have implemented the below to safeguards:

  • Everyone, including guests and team members, will have easy access to hygiene products such as tissues, sanitizers.
  • All public areas, as well as the back-of-house, are regularly and thoroughly cleaned to the highest standards, paying special attention to high-touch areas.
  • The hotel staff have been given special training to ensure safety for the guest and team members.
  • 24/7 health support can be requested at all the hotels.
  • All rooms and hotel communication desks are sanitized regularly.
  • Flexibility of Reservations

Given the unfortunate circumstances, we are offering additional flexibility and support for all current and new bookings made directly through our website, emails sent to our team, and bookings via telephone or our social media channels between 13 March 2020 to 30 April 2020.

This includes:

  • Flexible Bookings: Free cancellations up to 24 hours prior to arrival for stays on or before 31 May 2020.
  • Non-cancellable/Pre-paid Bookings: Free change of date up to 24 hours prior to arrival for stays on or before 31 May 2020, subject to availability.

** Please note that on bookings made indirectly through any second party channels like Online Travel Websites, Third-Party Internet sites or Travel agents; any amendments must be channelled through respective booking agents/channels.

If you need to make or adjust a reservation, please contact Hotel Reservations at:

  1. Shaza Al Madina: +966 14 829 0001
  2. Shaza Makkah: +966 12 550 9500
  3. Shaza Riyadh: +966 11 834 9000
  4. Mysk Al Mouj, Muscat: +968 24 274400
  5. Sharjah Collection: +97168012020

​ Or visit our websites at:


Food & Beverage Supply
In consideration of the global risk of the COVID-19 spread, we are embracing the best practices in order to ensure the highest level of hygiene and to avoid any inconvenience to our guests and hotel staff.

This includes some policies temporarily practised at all operating hotels;

  • All in-house guest will be served their desired breakfast upon request through in-room dining.
  • Kitchen staff have been fully trained and are well aware of the heightened risks, requiring additional precautions.
  • All buffets at the restaurants are to be restricted.


Updated as of March 30, 2020

NUO Hotel Beijing

For cancellation from any source markets and when the following criteria are met (Reservations made prior to March 12th ).
FIT / Transient: Cancellations of stays until 30 April 2020 can be cancelled at no charge.

Please remind guests that have booked through third-party that the cancellation has to be done at the partner/website where the booking was made. We are doing our best to support but have to follow the contractual obligations.

Non-refundable bookings made after the dates mentioned above would fall within normal cancellation policy.

Beijing Hotel NUO

The hotel is closed on all booking channels until 31st May 2020.

After that, the hotel will continue with the hotel's usual cancellation policies which vary according to the segment.


Updated as of March 30, 2020

The safety and well-being of our guests is our highest priority in this time of uncertainty with the progression of the COVID-19 outbreak. Our thoughts are with those who are impacted by this virus and those who are caring for them.

In lieu of a refund on prepaids or deposits, a voucher will be offered to guests who booked in advance which they can spend in the forthcoming 24 months.

​ All our hotels will continue to be closed until the end of April, subject to change.


Updated as of March 30, 2020

In line with changing marketplace conditions brought about by the COVID-19 crisis, we are committed to providing increased flexibility for our guests and customers.

As part of our updated booking policy, the Divani Collection Hotels will be offering free cancellation packages (24hrs before arrival) only until the end of 2020.

​ Please know that we are vigilantly monitoring the COVID-19 situation around the world, and we will continue to adapt our cancellation policy to the evolving nature of this crisis.

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For reservation assistance or more information, contact our Membership Services Team​ or visit our FAQ & Support Centre.

Visit the official website of the World Health Organisation (WHO) for real-time updates and information about the outbreak.

Get the latest information on travel recommendations by country from the Centers for Disease Control and Prevention (CDC)