Cancellation of booked trips

[Mike1967]

Does anyone know the Arenui's cancellation policy during the coronavirus pandemic?

You could try asking them.

 

[chris kippax]

The Arenui refunded my 4K deposit in 2016 when my wife fell pregnant unexpectedly. I understand that was probably different as the cruise sailed and I am sure our berth would of been taken.

 

[2skidivers]

I replied this in another thread. But then decide to make a separate thread and I edited it a little bit. I was shocked by the very agressive reply from a guests who has to cancel his reservation with us.

Although I think that the real crisis is about life and death, About fear and losing millions of people. I still want to say something about cancelation policy. For many live aboards and resorts it will be extremely difficult not to go out of business for ever. This will not be over in some weeks. The money received for these booked trips is often already spent. Or have to be spend on salaries and other costs. How to finance future trips if they have to be offered as a compensation for a missed trip, without payment? Getting a loan from the bank is practically impossible here in Indonesia. And even if you can, the interest is more than 15%. Employees do not have any social security from the government. They fully depend on their employers. One employee is often taking care of many family members. They pay their costs of living and education. A cancelled holiday is no fun, but not a disaster. But food and a roof are essential.

We offer: I"n case your insurance does not cover it, the best thing we can offer you is that we keep the payment you made as a credit for a future reservation. But it cannot be used for more than 50% of the final bill.
Although in our cancellation policy it is very clear stated there can be no refund of a discounted prepayment, whatever the conditions are.

To confirm your booking you only have to provide us with your full name(s) and a copy of your confirmed flight itinerary.
Payment can be done at the end of your stay, by internet banking, cash*, debit card or credit card.
Payment can also be done in advance. If you want to prepay, we offer you a 10% discount on the part of your reservation you pay in advance. This discount is not valid for the transfers by boat, car and airplane. To receive the 10% discount, you have to ask for this when you make the reservation and let us know which part of your booking you want to prepay. We will send you an invoice promptly and the invoice must been paid within 1 week after receiving your invoice. For any reservation made shorter than 30 days before your arrival date, we cannot offer this discount. By paying when you make your reservation you exclude also possible negative fluctuations in the exchange rates. Please note that there is no refund at all of this amount in case you cancel your trip, for whatever reason. Please note that we release temporary reservations after 7 days if we did not receive a copy of your tickets or a payment.

We, all the families and school kids depending on our resorts and foundation, hope we may welcome you in very near future. And we think you will understand that our main concern at the moment is to take care of food (not salaries) of the families of our staff. Wish you all the strenght you need the coming time.

Reading this thread and somewhat understanding the cancellation policy of these resorts and how they will not work with their clients, I will not even think of going to one them. Usually after a disaster like the Tsunami in Thailand, we went there to help the recovery and were very generous in our tipping. Not here!

 

[outofofficebrb]

Reading this thread and somewhat understanding the cancellation policy of these resorts and how they will not work with their clients, I will not even think of going to one them. Usually after a disaster like the Tsunami in Thailand, we went there to help the recovery and were very generous in our tipping. Not here!

I'm happy to report that after a lot of open minded conversation back and forth, @Indah changed his mind about their resort's policy and are now offering their customers reschedules...Hopefully, you can put their resort back onto your list of resorts that you will consider going to in the future.

 

[Jim Jenks]

You could try asking them.

I am booked on the Arenui in early May of 2020 but do not plan to go. So far the Arenui representatives have not responded to my inquiries about their cancellation policy.

 

[Mike1967]

So far the Arenui representatives have not responded to my inquiries about their cancellation policy.

That's a worry

 

[outofofficebrb]

I am booked on the Arenui in early May of 2020 but do not plan to go. So far the Arenui representatives have not responded to my inquiries about their cancellation policy.

That's a worry

Everyone is getting slammed and priority is probably be given to folks that have sailings sooner than later (now or in the next week or two, vs over a month from now). Assuming the Arenui is running 7 day trips between now and early May, that means there are 4 sailings prior to May 1 (approximately), maybe 3 if they run on all 10 day trips. Multiply that by however many people are on each trip if they are usually full or close to full. That is a lot of e-mails/logistics back and forth with individuals, agencies, etc. A lot is changing day by day so I am sure that they are also trying to manage that. I know that it is "scary" and with a lot of uncertainty but I am pretty confident they will get back to you, albeit slightly later than their usual turnaround time, considering the circumstances.

 

[FishCity]

Has anybody heard anything about Pelagian? We have not gotten a response.

 

[chris kippax]

Getting slammed is a ******** response! I can reply to several hundred emails a day. Even if the reply is a confirmation that we have received your email and it has placed in a queue and will be resolved as soon as possible.
The owners need to step up and do some of the leg work to speed this all up.
I am still waiting for an email response from a resort 27 days ago. When booking they replied to every email within a matter of hours.

 

[BigJeff]

OK, have just had the last reply on cancellation of my planned diving in April/May 2020 and I think it is time to name and NOT shame...

Qatar Airways, SilkAir (Singapore Airlines), Gangga Island, NAD Lembeh have all agreed to allow money already paid to be used as credit for another trip in the next year. There is also Palm Garden Resort in Phuket, but that was booked with no deposit.

Have to say I am happy with that outcome as it is my intention to rebook once travel opens up again and I would really like the businesses to still be open so that I can return to the place I had intended to visit.