1. I tested positive or am identified as a close contact of a COVID-19 positive case. How do I change my booking?
We are sorry to hear that. Please send an email to askme.my@clubmedcustomerservice.com with proof of COVID-19 infection or Close Contact status that overlaps with your travel dates. We will change your travel date accordingly. Let us know if you prefer to receive Future Travel Credit or to postpone to new travel dates (black-out dates applicable).

2. Can I book Petit Club only on the days that I require (and not for the whole duration of my stay)?
Yes, you can sign up your child for Petit Club only on the days that you would like. However, this can only be done in the resort and is subjected to availability. We highly recommend pre-booking online for the whole duration of your stay to secure a slot.

3. My applicable for Thai pass (to go to Club Med Phuket) has been rejected several times, is Club Med able to help?
We are sorry to hear that. Please reach out to Club Med Phuket resort reception at +66 76 330 455 or email phucpure01@clubmed.com for further assistance.

4. Can Club Med assist with return pre-departure COVID tests?
Club Med can support you in facilitating your pre-departure tests** directly in the resort* or outside of the resort. Upon check-in, you may approach our reception team in the resort to make an appointment. Please also refer to the “Safe Together Formalities” section of each resort page for more updated information.

*At selected resorts only, please refer to our Safe Together Formalities for further details.
**At your own cost

5. I am fully vaccinated, will my kids be allowed to travel with me regardless of their vaccination status?
As the requirements differ by destination country and government regulations, please refer to the “Safe Together Formalities” section of each resort page for information.

6. I’ve confirmed reservations with Club Med, but I am unable to get a visa to enter the country or secure a transport (flight/ferry) reservation. Can I postpone or cancel my reservations?
Our current Peace of Mind policy allows you to make one change to your reservation at no charge (up to 7 days before departure) or cancel and receive a Future Travel Credit (of the land value, excluding transport charge), valid for travel on a later date. Kindly refer to our Peace of Mind policy for the most updated information. To postpone or cancel your reservation, please drop us an email. Let us know if you prefer to receive Future Travel Credit or to postpone to new travel dates (black-out dates applicable).

7. Can Club Med put my reservations on hold while I try to arrange for transport (flight/ferry)?
Yes, you may choose to hold a booking first while you confirm your transport arrangements. This booking can be held for 24-48 hours depending on how far in advance the travel dates are. Kindly contact our travel advisors if you would like for this arrangement.

8. What if I test positive upon arrival?
All Club Med resorts have a protocol in place for guests who test positive upon arrival or test positive in the resort. As it differs by country due to government protocols and regulations, do check with the resort reception team directly.

9. Your website can only accept up to 6 persons. How can I make reservations for more than 6?
For reservations of more than 6, kindly contact our travel advisors or drop us an email at askme.my@clubmedcustomerservice.com.

10. I have multiple families travelling together, can we enjoy group rates?
For families with 20 or more guests above the age of 4, you can enjoy our group benefits if you travel together. Kindly email us at mice.kualalumpur@clubmed.com and our Travel Advisors will be in touch with you.

Club Med Cherating FAQ

1. Will travelers be given COVID-19 test prior to entering Club Med Cherating?
We will not be conducting any tests for guests. However, guests are encouraged to use self-testing kit prior to travel as per government SOP. (Applicable to Malaysian residents only)

2. Will you welcome only vaccinated guests?
Yes, as per the latest government guidelines, only fully vaccinated individuals will be able to stay at our resort.

Please refer here for check-in requirements based on MySejahtera user classification.

3. What time is check-in?
Due to reinforced safety measures and protocols, check-in time may be delayed during high occupancy periods. Hence, we advise all guests to check-in starting from 3pm.

4. Will the full buffet experience be available at the main restaurant?
Yes, the full buffet will be available with additional safety precautions taken.

5. Will activities and entertainment be available?
Yes, most activities and evening entertainment will be available with social distancing in place.

6. Will all Kids Club be open?
Yes all our Kid’s Club are open (Baby Club Med, Petit Club Med, Mini Club Med and Passworld) and will welcome kids from 0 to 17 years old.

7. Will the beverage station/coffee corner be available?
Yes, beverage station/coffee corner will be available, with service assured by our trained GOs.

8. Does Club Med accept a photocopy of passport at check-in?
For local Malaysians, a local ID/photocopy of passport is sufficient. For foreigners you will need to present your passport upon check-in.

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