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COVID-19 News and updates
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Here's the latest news from our suppliers, our government, and New Adventures Await regarding your travel plans and how COVID-19 might affect them.

  • 3/30/20 AMResorts

    Dear Valued Travel Partner,

    We would like to share an important update regarding our path toward addressing impacts brought on by the coronavirus (COVID-19) pandemic. Our goal is to further strengthen our partnership with you during complex times through constant communication that demonstrates commitment, preparedness and honesty. As our industry has been broadly impacted, AMResorts® dedicated leadership team has been monitoring and navigating circumstances minute-by-minute in order to bring forth the best possible options for our mutual guests.

    Please know that as we write to you today with these steps, we are already preparing for a robust and better-than-ever future that will be welcomed wholeheartedly as soon as the time arises.

          1) Temporary Resort Closures

    Due to emitting country travel border restrictions, we regrettably inform you of the following resort closure updates, and stop sales have already been implemented. For any additional information, please contact the director of sales listed below:

         2) Enhanced Retention Programs-Now available with book by date of May 15, 2020

    “Move the Date, Keep the Rate” Program, + a FREE night

    Guests may change the date of their current booking to a future travel date, up to a year from the original travel date, with no additional fee or cancellation penalty. In addition, when rebooking for a future travel date, AMResorts® will extend one additional night complimentary to all vacationers.

    • Complimentary night is one additional night beyond the original booking duration. To take advantage of this offer guests should book the rate code “KEEP” in their original channel of booking. Please select the rate keep that corresponds to the length of stay of the booking; for example “KEEP5” for a 5-night length of stay on the new reservation, which would have been a previous 4-night length of stay.
    • Guests also have the option to change to another AMResorts® property within the same brand in a different destination with no additional fee or cancellation penalty; the additional free night also applies in these cases.
    • If the rate is lower on the new travel date, the client will be refunded the rate differential.
    • If the client wishes to change brands, they would be responsible for any price increases.

         3) Social Groups - “Move the Date, Keep the Rate + a Free Night” also applies

    • Groups up to 39 rooms:
      • If the group wishes to change the date of their existing booking to a future travel date between now and December 22, 2020, they may do so at the same rate based on room availability for up to one year from original travel date.
      • Additionally, groups may also relocate to another AMResorts® property within the same brand, in a different destination for the same rate, based on availability.
      • If the rate is lower on the new travel date, the client will be refunded the rate differential; alternatively, if the client wishes to change brands, they would be responsible for any price increases.
    • Groups of 40 rooms or more:
      • If the group wishes to change their date, they may do so at the same resort for up to one year from the original travel date.
      • If the rate is lower on the new travel date, the group will be refunded the rate differential; alternatively, if the rate is higher, the group will be subject to a maximum 5% rate increase for the new dates.
    • Changes in group size - if the group has guests that will no longer be able to travel, we will allow those guests to independently rebook their travel. These rooms will no longer count towards any earned group amenities and the group amenities will be recalculated based on the new group size.

    Social Groups Deposit & Payment Policy

    • Full balance will be due 30 days prior to group arrival.
    • Any deposits or payments already received will be applied toward future date.
    • If the group is relocating to another hotel in a different destination, the deposit is transferrable to the new hotel.

     4) Policies as previously shared that apply for all destinations:

    Early Departures

    In the event a guest must return home quickly due to a “no travel restriction” being implemented by their country of residence, AMResorts® will allow early departures with no penalty.

    Unable to Depart

    For any guests on an AMResorts® branded property who are from an impacted area and unable to return home, the following extenuating circumstance rates will apply for an extended stay: 

    • Zoëtry® Wellness & Spa Resorts: $139 pp/pn
    • Secrets® Resorts & Spas & Breathless® Resorts & Spas: $119 pp/pn
    • Dreams® Resorts & Spas & Now® Resorts & Spas: $109 pp/pn
    • Reflect® Resorts & Spas: $105 pp/pn
    • Sunscape® Resorts & Spas: $99 pp/pn

    Cancellation Penalties

    AMResorts® cancellation penalty will be 24 hours for FIT bookings, and 72 hours for social groups.

    We look forward to providing our mutual guests with the highest level of service and the greatest possible peace of mind at this moment. We have seen a lot over the years in this business, and this situation is temporary. The desire of the human spirit to see the world will simply not let it be any other way! Until then, please take care of yourself, your family and each other.

    Sincerely,

    Colette Baruth
    Senior Vice President, Global Commerce & Distribution
    AMResorts®

  • 3/30/20 Norweigen

    Dear Valued Travel Partner,

    I’d like to share an important update about Norwegian Cruise Line’s response to COVID-19. With the virus impacting communities around the globe, we voluntarily suspended cruise voyages across our fleet through April 11, 2020. Today, we are extending this suspension through May 10, 2020.  We plan to relaunch cruise operations with embarkations beginning May 11, 2020. 

    All guests affected will automatically receive their refund in the form of a future cruise credit valued at 125% of the fare paid.  These future cruise credits will be issued by Friday April 3, 2020 and can be applied anytime within one year of issue date and toward any Norwegian Cruise Line voyage through December 31, 2022.

    A lesser value refund is also available for guests who elect not to retain the bonus future cruise credits provided.  These guests can elect to receive a 100% refund of the fare paid to be reimbursed to the original form of payment ninety days after the request for a refund has been submitted.  All refund requests must be received via the web form: www.ncl.com/case-submission/peace-of-mind, which will be made available from April 13 through April 27, 2020.

    Below represents a re-cap of options for all affected guests of suspended voyages:

    Cruise Departure DateOption 1: 
    Enhanced Value
    Future Cruise Credit (FCC)Option 2: 
    Refund of Amount PaidMarch 13 – 17, 2020150% Refund as an FCC100% RefundMarch 18 – May 10, 2020125% Refund as an FCC100% Refund

    In continuing the spirit and philosophy of PARTNERS FIRST, all paid commissions are being protected and will not be recalled.  Additionally, we are pleased to confirm that per our standard policy, commissions will be paid on all new bookings made with these FCCs.  As an added incentive, all bookings made using an FCC through April 14, will be eligible for an additional 20% discount off current fare, for all voyages July 1, 2020 through December 31, 2022.

    The following links have been updated with revised FAQs to help answer additional questions. 

    All of us at Norwegian Cruise Line appreciate your continued patience, understanding and partnership as we navigate these new waters together.  We are committed to YOU, our trade partners, and remain alongside you as we work to return to our favorite place — the ocean – stronger than ever.

    Warmest regards,


    Katina Athanasiou 
    Chief Sales Officer 
    Norwegian Cruise Line 

.

  • 3/30/20 AMResorts

    Dear Valued Travel Partner,

    We would like to share an important update regarding our path toward addressing impacts brought on by the coronavirus (COVID-19) pandemic. Our goal is to further strengthen our partnership with you during complex times through constant communication that demonstrates commitment, preparedness and honesty. As our industry has been broadly impacted, AMResorts® dedicated leadership team has been monitoring and navigating circumstances minute-by-minute in order to bring forth the best possible options for our mutual guests.

    Please know that as we write to you today with these steps, we are already preparing for a robust and better-than-ever future that will be welcomed wholeheartedly as soon as the time arises.

          1) Temporary Resort Closures

    Due to emitting country travel border restrictions, we regrettably inform you of the following resort closure updates, and stop sales have already been implemented. For any additional information, please contact the director of sales listed below:

         2) Enhanced Retention Programs-Now available with book by date of May 15, 2020

    “Move the Date, Keep the Rate” Program, + a FREE night

    Guests may change the date of their current booking to a future travel date, up to a year from the original travel date, with no additional fee or cancellation penalty. In addition, when rebooking for a future travel date, AMResorts® will extend one additional night complimentary to all vacationers.

    • Complimentary night is one additional night beyond the original booking duration. To take advantage of this offer guests should book the rate code “KEEP” in their original channel of booking. Please select the rate keep that corresponds to the length of stay of the booking; for example “KEEP5” for a 5-night length of stay on the new reservation, which would have been a previous 4-night length of stay.
    • Guests also have the option to change to another AMResorts® property within the same brand in a different destination with no additional fee or cancellation penalty; the additional free night also applies in these cases.
    • If the rate is lower on the new travel date, the client will be refunded the rate differential.
    • If the client wishes to change brands, they would be responsible for any price increases.

         3) Social Groups - “Move the Date, Keep the Rate + a Free Night” also applies

    • Groups up to 39 rooms:
      • If the group wishes to change the date of their existing booking to a future travel date between now and December 22, 2020, they may do so at the same rate based on room availability for up to one year from original travel date.
      • Additionally, groups may also relocate to another AMResorts® property within the same brand, in a different destination for the same rate, based on availability.
      • If the rate is lower on the new travel date, the client will be refunded the rate differential; alternatively, if the client wishes to change brands, they would be responsible for any price increases.
    • Groups of 40 rooms or more:
      • If the group wishes to change their date, they may do so at the same resort for up to one year from the original travel date.
      • If the rate is lower on the new travel date, the group will be refunded the rate differential; alternatively, if the rate is higher, the group will be subject to a maximum 5% rate increase for the new dates.
    • Changes in group size - if the group has guests that will no longer be able to travel, we will allow those guests to independently rebook their travel. These rooms will no longer count towards any earned group amenities and the group amenities will be recalculated based on the new group size.

    Social Groups Deposit & Payment Policy

    • Full balance will be due 30 days prior to group arrival.
    • Any deposits or payments already received will be applied toward future date.
    • If the group is relocating to another hotel in a different destination, the deposit is transferrable to the new hotel.

     4) Policies as previously shared that apply for all destinations:

    Early Departures

    In the event a guest must return home quickly due to a “no travel restriction” being implemented by their country of residence, AMResorts® will allow early departures with no penalty.

    Unable to Depart

    For any guests on an AMResorts® branded property who are from an impacted area and unable to return home, the following extenuating circumstance rates will apply for an extended stay: 

    • Zoëtry® Wellness & Spa Resorts: $139 pp/pn
    • Secrets® Resorts & Spas & Breathless® Resorts & Spas: $119 pp/pn
    • Dreams® Resorts & Spas & Now® Resorts & Spas: $109 pp/pn
    • Reflect® Resorts & Spas: $105 pp/pn
    • Sunscape® Resorts & Spas: $99 pp/pn

    Cancellation Penalties

    AMResorts® cancellation penalty will be 24 hours for FIT bookings, and 72 hours for social groups.

    We look forward to providing our mutual guests with the highest level of service and the greatest possible peace of mind at this moment. We have seen a lot over the years in this business, and this situation is temporary. The desire of the human spirit to see the world will simply not let it be any other way! Until then, please take care of yourself, your family and each other.

    Sincerely,

    Colette Baruth
    Senior Vice President, Global Commerce & Distribution
    AMResorts®

  • 3/30/20 Norweigen

    Dear Valued Travel Partner,

    I’d like to share an important update about Norwegian Cruise Line’s response to COVID-19. With the virus impacting communities around the globe, we voluntarily suspended cruise voyages across our fleet through April 11, 2020. Today, we are extending this suspension through May 10, 2020.  We plan to relaunch cruise operations with embarkations beginning May 11, 2020. 

    All guests affected will automatically receive their refund in the form of a future cruise credit valued at 125% of the fare paid.  These future cruise credits will be issued by Friday April 3, 2020 and can be applied anytime within one year of issue date and toward any Norwegian Cruise Line voyage through December 31, 2022.

    A lesser value refund is also available for guests who elect not to retain the bonus future cruise credits provided.  These guests can elect to receive a 100% refund of the fare paid to be reimbursed to the original form of payment ninety days after the request for a refund has been submitted.  All refund requests must be received via the web form: www.ncl.com/case-submission/peace-of-mind, which will be made available from April 13 through April 27, 2020.

    Below represents a re-cap of options for all affected guests of suspended voyages:

    Cruise Departure DateOption 1: 
    Enhanced Value
    Future Cruise Credit (FCC)Option 2: 
    Refund of Amount PaidMarch 13 – 17, 2020150% Refund as an FCC100% RefundMarch 18 – May 10, 2020125% Refund as an FCC100% Refund

    In continuing the spirit and philosophy of PARTNERS FIRST, all paid commissions are being protected and will not be recalled.  Additionally, we are pleased to confirm that per our standard policy, commissions will be paid on all new bookings made with these FCCs.  As an added incentive, all bookings made using an FCC through April 14, will be eligible for an additional 20% discount off current fare, for all voyages July 1, 2020 through December 31, 2022.

    The following links have been updated with revised FAQs to help answer additional questions. 

    All of us at Norwegian Cruise Line appreciate your continued patience, understanding and partnership as we navigate these new waters together.  We are committed to YOU, our trade partners, and remain alongside you as we work to return to our favorite place — the ocean – stronger than ever.

    Warmest regards,


    Katina Athanasiou 
    Chief Sales Officer 
    Norwegian Cruise Line 

  • 3/25/20 Country of Jordan

    Dear Partners and Friends,

    We stand with you during these tough days of unknown with the COVID 19 virus hitting our destinations, communities, businesses and families. It is during uncertain times like we are experiencing now that we are stronger together, and in our own effort to do our part in helping to reduce risks of spreading the virus any further, the JTBNA team will be working remotely to ensure the safety of our staff, loved ones and communities.

    We would also like to share a few updates on the situation on the ground in Jordan and how the destination is taking the necessary precautions in an effort to contain and minimize the spread.

    • All traffic in and out of Jordan’s borders with the exception of cargo traffic has been suspended
    • Jordan received 70 flights with 5000 passengers in 24 hours. A country with minimal natural resources, facing a huge economic crisis, has managed to quarantine all these passengers in hotels providing food, medication, all essentials and medical checkups during their stay since Jordan is under curfew and the country is in lock-down. 
    • All tourism sites and Royal Society for the Conservation of Nature (RSCN) sites have been closed until further notice
    • All tourism sites and RSCN sites, including the airport, hotels, and other establishments are being sprayed down with disinfectant that has been provided by the Ministry of Health
    • All tour guides have reported to the main hospital to be monitored and tested
    • An emergency hotline has been established at the Ministry of Tourism and the Ministry of Health to assist anyone in country
    • Jordan is under lock-down, all gatherings are canceled, restaurants, bars, etc. are closed until further notice
    • Jordanians are coming together and supporting where they can. Some have donated to the Ministry of Health; landlords are foregoing rent payments from their tenants; others have offered their empty properties for free to the Ministry of Health if needed; bakeries are offering free bread; stores are offering free food and vegetables; neighbors are sending food to the needy’s doors; and many have offered to deliver whatever is needed to the elderly while they stay at home.
    • The Minister of Finance was asked of the economic impact on Jordan and how much did it cost? He answered, “it cost us 56 dear Jordanians infected with the virus.” 

    We feel with you, our partners, our communities and with the global tourism industry. We know and understand how difficult this is and we hope as a united global family we are able to suppress this virus and prevent anything like this from happening again. And once we are beyond this crisis, travel will be an even greater force for good as the world begins its recovery and our team will be ready to support and work with you. One silver lining in the midst of this crisis, if nothing else, is that Mother Earth is thanking us as we pause and she regenerates.

  • 3/22/20 Pallidium Hotel Group 1/2

    Dear Clients, Partners and Friends,

    Over the last fifty years, people has been the priority for Palladium Hotel Group and now, more than ever, we want to protect our clients and partners.

    On behalf of everyone at Palladium Hotel Group, I want to send our strength and support to all those affected by Covid-19 as well as to their families and loved ones. I also want to take this opportunity to recognise the tireless work of those employed in health services around the world and other support sectors, who are taking on the fight against this pandemic worldwide.

    I want to especially give thanks to all those that are part of the PALLADIUM family for their commitment. They are working day after day to put a global contingency plan in place and to enable us to provide service to our guests, suppliers and partners in the face of this pandemic. In these difficult times, it makes us proud to feel the warmth and commitment of our teams and from those that make up our large network of partners - they are undoubtedly our company’s greatest asset.

    Given the state of alarm that has been declared in Spain and the subsequent measures announced by the authorities, we are postponing the opening date of our seasonal hotels and, at the same time, temporarily closing all our hotels that are currently open in Spain. Likewise, we are continuously monitoring the international situation and will adjust our capacity and take appropriate measures in the other destinations when necessary, in order to guarantee the continuity of our company and, consequently, protect our staff in the medium and long term.

    We want to collaborate as much as possible with the community to try to alleviate the effects of this virus, since we believe that it is time to be more united than ever. Together with our partner El Corte Inglés, we have made our Ayre Gran Hotel Colón property, located opposite the Gregorio Marañón hospital in Madrid, available to the Community of Madrid to be used for medical purposes. This is a measure that we are willing to roll out to other hotels and destinations if so required.

    As for our clients, we have established a new commercial policy in which we have transferred the conditions of our "non-refundable" rates to "flexible" rates when contracting services and we have established new cancellation policies with the aim of protecting guests in case of last minute changes to their holiday plans. Given the recommended travel bans and the restrictions imposed by various governments, we are providing a flexible approach to our customers’ bookings since our intention is that, as the situation improves and confidence is regained, they will once again enjoy their holidays with us.

    As a company, we continue to stringently follow the advice from the World Health Organisation and the relevant authorities in each country, taking the necessary precautions to jointly and responsibly overcome this unprecedented and temporary situation.

    We are convinced that with all our combined efforts, we will be able to fight this pandemic. We will beat this enemy that does not understand borders, nationalities, industries or brands. At Palladium Hotel Group, we are putting all our efforts into overcoming this situation, reunite all our partners once again and focus on returning to offer our clients the best experiences as soon as possible.

    Finally, I would like to thank and encourage all citizens of the world to stay united and rigorously follow the recommendations of the authorities to combat the pandemic and minimise the risk of the virus spreading.

    Thank you very much for your trust and cooperation.

    Jesus M. Sobrino Fernández

    Chief Executive Officer

    Palladium Hotel Group

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