The Hotel Windsor Melbourne | COVID-19 INFORMATION

Important Information About COVID-19

Dear Guests,

As an establishment with hospitality at our very core, it is only natural for us to support our guests in these uncertain times. We understand that the existing restrictions placed on travel have affected and unsettled travel plans for many, and we wish to assist you in easing the process of readjustment or cancellation.

For further details on the COVID-19 situation in Australia, please refer to: https://www.health.gov.au/news/health-alerts/novel-coronavirus-2019-ncov-health-alert

As a hotel, we are continuously and closely following the evolving situation and heeding the latest advice and protocols from the Australian government and relevant authorities. We hope you will entrust us with your safety and wellbeing when choosing to stay with us, and have confidence in the measures we are undertaking in response.

The Windsor will always be here to open our doors to you, to greet you warmly, and welcome you to your home away from home. Whether you wish to travel today, or to visit us when you are ready to do so, we look forward to being here for you.

We thank you for your loyalty and support.

Always at your service,
The Windsor

Please find our cancellation policy as follows:

  • Advance Purchase Bookings: Deposits paid for these can be held in credit until the end of 2020
  • All other bookings: All other reservations can be cancelled or amended without penalty within 24 hours of your scheduled arrival. Guests must contact us prior to this timeframe, in writing, by emailing our Reservations office directly at [email protected]. A response within 12 hours is assured.

Bookings via online travel agents and third party travel professionals: For guests who have not booked directly with us, please contact your booking provider for information on their policies. Should you require their contact details, please contact us at [email protected].

In light of the government’s decision to close all restaurants until further notice, we regret to advise that all our dining outlets will be closed until Thursday 30 April. If you have an existing reservation with us, this will be automatically cancelled. For any enquiries, please contact our Reservations Team at [email protected].

Your safety and wellbeing is paramount to us, and we have implemented upgraded cleanliness measures within the hotel and in particular our public areas, keeping with the latest guidelines from governments, health authorities and medical professionals.

You will find:

  • Hand sanitiser stations located throughout the hotel, placed on our front desk, concierge and dining areas amongst others.
  • Enhanced and detailed cleaning of high-touch areas and increased measures to safeguard against cross-contamination between guest rooms and shared items. These include shared pens, room key cards, door handles, elevator buttons and the public restrooms.
  • Updated briefings to staff members which include stringent adherence to strict personal hygiene standards.

 

The Windsor has been part of your history as much as our own in creating special events and conferences for our clients and nuptials.

Our team are continuing to monitor the evolving COVID-19 situation closely and will act promptly on any updated advice from the government on the restrictions around venue capacities.  

Currently (as at 26 March 2020), the advice on internal gatherings applies to bookings until 31 May 2020.  If your event, conference or wedding falls outside of this period, we will work within any extensions or updates from the government as new information comes to hand. The Windsor appreciates that you are concerned at this time and we thank you for your understanding as we move with fluidity with the changing face of this crisis.

To assist you with your consideration on your event, we have created a FAQ list below that will assist you with your decision.

Frequently Asked Questions 

What if I have more than 100 persons on my guests list?

Please contact our Catering Sales team to discuss your option at [email protected]  

My guest list is currently at 100 persons or less, will my event be affected?

Whilst the current advise for internal gatherings is for 100 persons or less, we also need to take into consideration that this will include our team servicing your event, entertainment (if any) and any other suppliers for your event who will be in the venue space at any one time with your final numbers. In addition to we are also required to provide a space of 4 square meters per person. Our Catering Sales team can assist you with maximum guest numbers for your event to tailor to your individual guest list requirements.  

Who can and cannot attend my event?

Should you choose to proceed with your events and as per current health advice regarding COVID-19; the following delegates are asked not to attend and instead self-isolate at home and seek medical advice:

-    Anyone who has a fever or acute respiratory infection and has travelled internationally and on mandatory 14 day self-isolation 
-    Anyone who has been in close contact with a confirmed case in the past 14 days prior to onset of illness

For the latest updates on Australian Federal Government and Victorian Government policies, please visit:

https://www.health.gov.au/resources/publications/coronavirus-covid-19-advice-for-organising-public-gatherings 

https://www.dhhs.vic.gov.au/coronavirus-covid-19-daily-update 

There is also a dedicated Department of Health and Human Services hotline for any person who may develop symptoms consistent with COVID-19 – 1800 675 398.

The Windsor is working within the new restrictions guidelines set and our Catering Sales team will be in touch with you directly as these changes affect your event.  

My event includes accommodation that I will need to cancel.

Please find our accommodation cancellation policy as follows:

•    Advance Purchase Bookings: Deposits paid for these can be held in credit until the end of 2020
•    All other bookings: All other reservations can be cancelled or amended without penalty within 24 hours of your scheduled arrival. Guests must contact us prior to this timeframe, in writing, by emailing our Reservations office directly at [email protected] A response within 12 hours is assured. 

Bookings via online travel agents and third party travel professionals: For guests who have not booked directly with us, please contact your booking provider for information on their policies. Should you require their contact details, please contact us at [email protected]

What happens if the government advises further reductions in internal gatherings?

In the event the government announces further restrictions, we will work with you on the maximum number of guests should you still wish to proceed or assist you in postponing your event until later in the year.

What are my options if I wish to cancel my event (up until the 31st of May 2020)?

- My event commences within 7 working days (Monday – Friday):

In normal circumstances our current terms and conditions on cancellation (which are outlined in your contract) would take effect, however this climate is unprecedented and we want to be flexible in assisting you in minimising cancellation penalties.  Should your decision be to cancel your event we can postpone your plans until later in the year, however your deposit will be forfeited.   

- My event commences outside of 7 working days (Monday – Friday):

In normal circumstances our current terms and conditions on cancellation (which are outlined in your contract) would take effect, however this climate is unprecedented and we want to be flexible in assisting you in minimising cancellation penalties.  We would like to discuss your options with you on possibly postponing your event to an alternate date in 2020 where we will roll over your deposit to use as a credit towards your new date and explore other alternatives with you. 

- My event is after 31 May 2020 – what are my options?

We are constantly adapting to any new developments that the government does advise.  We will turn our attention to date(s) post 31 May 2020 as the crisis evolves and will be in personal contact with you to advise further updates.

Our Commitment to Cleanliness:
We take standards for hygiene and cleanliness very seriously and are taking additional steps to ensure the safety of our guests and staff.  On a daily basis, we are working to ensure that we meet the latest guidance on hygiene and cleaning. Our hotels’ health and safety measures are designed to address a broad spectrum of viruses, including COVID-19, and include everything from handwashing hygiene and cleaning product specifications to guest room and common area cleaning procedures. For the safety of our guests, we have also implemented temperature checks on our staff to ensure they are in the best of health.

Hand Sanitisers will be available in your conference room.  The wellbeing of our guests and team members is of paramount importance.   To support our guests and team members in practicing good hygiene during the COVID-19 outbreak we have placed a number of hand sanitisation stations around the Hotel.