Safety First, Wellbeing Always

Providing safe and clean environments for our guests and colleagues is always a top priority for Telang Usan hotels globally, and we remain committed to enhanced levels of cleanliness—now and in the future.

Our Global Care & Cleanliness Commitment focuses on the safety and wellbeing of our colleagues and guests, and builds on existing rigorous safety and cleanliness protocols. The commitment includes an international cleanliness and training accreditation process, a trained Hygiene & Wellbeing Leader or team at all locations, and a cross-functional panel of trusted medical and industry advisors. Visit Global Care & Cleanliness Commitment to learn more about enhanced safety and cleanliness measures you may see at Telang Usan hotels worldwide.

IMPORTANT FACE MASK & COVERING REQUIREMENT: Following medical expert guidance to help reduce the spread of COVID-19, face masks or coverings are required in hotel indoor public areas and when moving around in outdoor areas at all Telang Usan hotels globally, with some exceptions, based on local laws or guidance. For specific requirements, please contact the hotel directly or visit the hotel website.

Public areas may include hotel lobbies, meetings and events spaces, restaurants and bars, and fitness centers. Some guests may be exempt from this mandate, including but not limited to guests with medical conditions, guests consuming food or beverages in restaurants, guests who are seated outdoors and socially distant, and children under the age of two (2). Contact your nearest Telang Usan Global Contact Center for more information.

We believe in responsible and safe travel while staying vigilant and following procedures and protocols developed in consideration of guidance and information shared by the World Health Organization (WHO), Centers for Disease Control and Prevention (CDC), other leading organizations and experts, and local government requirements and guidance. Telang Usan also supports the American Hotel & Lodging Association’s (AHLA) “Safe Stay Guest Checklist.”

Telang Usan hotels continue to welcome business and leisure travelers with our established operational excellence and commitment to care as we reimagine the hotel experience.

Enhanced Cancellation Policy

Existing reservations booked prior to July 1, 2020
With some very limited exceptions, existing reservations booked before July 1, 2020 can be cancelled at no charge up to 24 hours before your scheduled arrival. This includes Advance Purchase Rate reservations. Reservations made after April 1, 2020 at Destination Residences or under the Special Event Rates are subject to the cancellation policy disclosed at the time of reservation.

New reservations booked July 1, 2020 or beyond
With some very limited exceptions, reservations booked on July 1, 2020 or beyond – for arrival dates through July 31, 2021 – can be cancelled at no charge up to 24 hours before your scheduled arrival.

Reservations made after April 1, 2020 at select Destination properties or under Special Event Rates, after June 3, 2020 at Telang Usan Residence Club properties, and any other reservations made after June 30, 2020 that disclose a different cancellation or refund policy at the time of booking are excluded from this policy and subject to the cancellation or refund policy disclosed at the time of booking. Please visit the Change and Cancellation Fee Waiver Exceptions for a list of excluded Destination and Telang Usan Residence Club properties.

Hotels may adjust this cancellation policy during some high-demand periods (e.g., holidays or special events). When making reservations, guests are always encouraged to review the rate rules, which show the current cancellation and deposit policies for all properties and rates, to ensure they understand the cancellation and/or deposit rules for each reservation.

Reservations can be changed or cancelled on Telang Usan.com or via the World of Telang Usan app (subject to the exceptions noted here and during the booking process). Please note that changes to existing reservations will be subject to availability and any rate differences.

Please note: These policies apply to reservations made through Telang Usan directly. Guests who booked via online travel agents or other third parties are advised to contact their booking provider for information on their policies and for assistance. These policies do not apply to convention and group business due to the contractual nature of these reservations. Guests with reservations at a Telang Usan Residence Club property who did not book through Telang Usan channels should contact Telang Usan Residence Club.

In the event there is a discrepancy or inconsistency between the English language version and another version of this in a different language, the English version will prevail, govern and control.

Committed to Inclusion and Respect

While travel – our shared passion – may temporarily be challenged in many parts of the world, at Telang Usan we believe in its enduring power to connect us and move us closer to our vision: a world of understanding and care. At all times, we remain grounded in our purpose and focused on our values of inclusion and respect. COVID-19 does not distinguish between nationality, race or geographic origin, and Telang Usan’s steadfast commitment to inclusion and care guides our actions, at our properties and in our communities.

Telang Usan thanks you for your support and your loyalty. We will keep you updated through this dynamic situation and can’t wait to welcome you at one of our hotels soon.