H2 Group Covid 19 Policy
We strive to do everything we can to ensure our guests travel safety and provide maximum flexibility as the situation around COVID-19 continues to evolve. Our commitment starts with updating our policies, services, and processes to ensure the safest and most enjoyable experience for our guests. We understand that our guests’ expectations for cleaning and disinfecting have changed. We have taken additional measures beyond our industry-leading cleaning standards by partnering with local cleaning suppliers, enhanced training for chalet hosts, increased cleaning of public areas and adjusted food & beverage service, to ensure our guests enjoy a worry-free stay. All properties are to be rigorously cleaned by professional cleaners prior to guests check in, as well as after guests check out.
As a preventive measure against COVID-19 and in accordance with WHO guidelines, and domestic governmental policies we encourage our guests as well as our employees the use of face coverings in public spaces. Additionally, we make all efforts to ensure that guests have the least or if at all possible, no contact with other guests in confined spaces such as Kira Kira front desk unless with situations with unexpected circumstances occur.
Our front desks are installed with plastic sheets between the front desk and the customer for maximized protection. In accordance with Go To Travel policies, we require that all guests at the time of check in record their body temperature upon arrival and complete health questionnaire that mainly asks about symptoms they may have experienced or experiencing at that time, as well as any possible contact with suspected COVID patients, in addition to personal information such as residential address and active phone number in case the local officials require this information for tracking down later on. All resort shuttles are equipped with hand sanitizers, contactless thermometers, and masks for those in need. If guests are in need of medical attention during their stay, we have an established communication channel with the local doctor who may provide virtual consultation to ensure all guests are well taken care of during such uncertainty.
Book with Confidence!
At H2 Life, we understand the desire for our guests to have security when making their booking, so we have introduced the below exception to our regular cancellation policy to give you peace of mind.
Your booking may be converted to a credit for a future booking or refunded if documentation can be provided to show any of the following:
i. Border closures prevent travel to your destination on your booked travel date.
ii. There is official advice from the Government of your home country, or official advice from the Japanese Government, stating not to travel to your destination due to Covid-19.
iii. Your airline has cancelled your flight to your destination due to Covid-19.
For full details of our booking policies head to our Terms and Conditions page.