FAQ - Frequently Asked Questions (and answers...)

Where can I book?
You have several options for booking your holiday:

• 24/7 on our website
• by calling us on 0844 855 966 (local rate, Mo-Sa 9AM - 7PM)
• by contacting or visiting our Club Med Geneva Agency
• with one of our partner agencies.

 
What information do I need to make a booking?
To book your holiday as smoothly as possible, please make sure you have all necessary information (names and date of birth) of you and all members of your party, exactly as they appear on yours and their passports, at hand. The information you provide must be fully accurate to confirm your booking.
If you have stayed with Club Med previously, please use the same membership number.
 
How do I book my transport?
You have two choices for booking transport:

• Club Med offers packages with transport included. Please inform your Club Med advisor that you are interested to have your transport arranged by us during the booking process, or add flights to your estimate in the online resort price calendar. Book your transport by calling us on 0844 855 966 (calls charged at local rate), online on our website, or by contacting/visiting our Club Med Agency or a partner agency throughout Switzerland.
• You can also book your transport separately yourself by contacting the airline companies directly. Please note in that case that transfer to & from the resort will NOT be included (but might be added during the booking process, at extra cost).

 
Is it possible to book a holiday including flights in an upgraded class?
Yes, we can, on request, offer you travel in Premium Economy, Business and First class to many of our destinations. Call us on 0844 855 966 or contact your Club Med Travel Agent to discuss your travel options.
 
Can I make a booking for other travellers?
Yes, you can make a booking on behalf of other travellers. To do so, you will need to provide us with names and date of birth of each person travelling, as they appear on their passport.
 
Where can I find my booking information?
You can find the details of your booking at any time in your Club Med "Member account" on our website, attached to your booking confirmation email, or by contacting us on 0844 855 966 with your booking reference (file number).

Why should I pre-book some services?
Depending on which Resort you book, extra services are offered in addition to your package. These services can be: sports (golf, scuba diving, horse-riding, individual tennis lessons), well-being (Club Med Spa), child care (Baby Club Med, Petit Club Med) or excursions.
By pre-booking these packages you ensure they will be available to you at the Resort.
Many extra services limit the number of places available in order to guarantee high quality. Some services offer preferential rates in comparison to on-location pricing. And some services can only be accessed when booking, and can’t be bought in the Resort.
 
How can I change the time, day of travel, duration, destination, traveler's names or any other modification?
Contact us on 0844 855 966 (local rate) or contact the Club Med travel agent you made the booking with for any modifications. Please note you may be charged for changes to a confirmed booking. Beforehand, please refer to the Booking Conditions you can find at the bottom of the homepage on our website.

How can I know if my booking has really been confirmed?
As soon as your booking has been validated on our in-house reservation system, you will receive a message, sent to the e-mail address,provided during booking process, giving a detailed account of the package holiday bought. This message also gives you:

your file number - to be kept safe and used in all correspondence with our services
your membership number (or GM number) - please ensure to use the same one for all your bookings so as to credit the related points to your status
your personal details - we will use these details to send you your sales agreement, your departure notification and your travel itinerary.
payment summary and the date for payment of the balance still due (for holidays bought more than 56 days before the departure date)
the Resort, your holiday dates, the length of your stay and the elements making up your package holiday
the number of people in your party
a summary of your accommodation details and travel arrangements.
a breakdown of the activity services and additional services
 
I made an online booking, but I haven't yet received any confirmation by email. What should I do?
Visit your Club Med "Member account" on our website to check the status of your booking and update your email address if necessary. In the event of any problem, please contact us on 0844 855 966 (local rate) or contact your Club Med travel agent. Please check your email spam folder.
 
Where can I read the general conditions of sale or the specific conditions of a special offer?
You can access Club Med's booking terms and conditions of sale at the bottom of the homepage on our website. If special conditions apply to a promotional offer presented on the website, Terms and Conditions will appear on the bottom of the offer page. During the booking process, the general Terms and Conditions are presented and must be accepted in order to proceed with the reservation.
 
How can I cancel my booking? Will I be charged penalty/cancelation fees?
Contact us on 0844 855 966 or contact the Club Med travel agent you made the booking with for any modifications. You may be charged for changes or cancellation of your booking. Beforehand, please refer to the Booking Conditions you can find at the bottom of the homepage on our website for more details.

Please contact us on 0844 855 966 (local rate) or contact the Club Med travel agent > you made the booking with, to verify your booking and process a refund if needed.

You can pay for your package holiday by credit card, and for any remaining balance also by bank transfer. Our Geneva Agency also accepts cash payments.
 
We accept Visa, MasterCard and American Express. We will not charge any transaction fee on payments made by credit card, including American Express.
 
Only credit cards are accepted if you are booking your holiday online on our website.
 
For further information regarding forms of payment, please contact our travel advisors on 0844 855 966 (local rate) or your local Travel Agent.

On confirmation of your booking, if you book your holiday more than 90 days prior to departure, we must receive payment of a deposit of 30%, plus Optional Travel Insurance per person. The balance of the price of your holiday must be paid at least 90 days before your departure date.
 
If you book your holiday within 90 days of departure, we must receive full payment on confirmation of booking. For telephone reservations made within 14 days of departure, we will only accept payment by debit/credit card.
 
If the deposit and/or balance are not paid in time, we reserve the right to cancel your holiday. If the balance is not paid in time, we shall retain the total deposit value per person plus insurance premium (if you have booked this option) and any cancellation charge of the cost to us of your flights.
 
All monies you pay to your travel agent are held by him/her on our behalf at all times.
 
We will not charge any transaction fee on payments made by credit card, including American Express. Your balance can also be paid for by bank transfer, please find our bank account in your sales contract.
 
Pleasse note: If you book your holiday from outside Switzerland, full payment is due at the time of booking.

In order to guarantee your safety and confidentiality, our Internet site is fitted with the coding protocol SSL (Secure Socket Layer).
 
When data is transferred, your bank details, along with all the information entered into our different forms, are automatically encoded. They will be decoded only once they arrive on our server.
 
SSL is today the most widely used protocol and one of the best for making transactions safer.
 
Payments are processed through our provider, Club Med at no time has any access to your credit card details.

Contact us on 0844 855 966 or contact the Club Med travel agent you made the booking with to verify your booking and process a refund if applicable.

Your sales agreement (confirmation voucher) will be issued and sent to you once the payment of your holiday is credited and cleared. Your sales agreement is your holiday payment receipt. Please check your spam email folder if you feel you have not received the co,nfirmation email.

Comprehensive Travel Protection at extra charge. Be covered for the activities included in your Club Med holiday by purchasing the optional Travel Insurance "Ecran Total" >. Children under 2 are covered free of charge when travelling with an insured adult. Club Med Holiday Insurance offers travel protection that you may need for your overseas trip, providing you with peace of mind.
 
Key Benefits:
- Emergency medical expenses and repratiation
- Personal Luggage / Luggage
- Additional Travel and accommodation costs
- Unavoidable Cancellation, Abandonment or Curtailment
- Money and passport
- Hospital daily benefit
 
AXA is one of the leading names in travel insurance providing comprehensive cover for travellers throughout the world.
 
Airfare or airline change/cancellation fees and other portions of your holiday not booked through Club Med are not covered by this policy. This purchase is non-refundable. Club Med Optional Travel Insurance by AXA is not available for group bookings.
 
For coverage questions and more information, please contact our sales team on 0844 855 966 (local rate).

2 guarantees, unique in Switzerland: anticipate your ski holidays!
Lack of snow, ski accident, broken equipment... These are unforeseen events that the Ecran Total insurance covers during your winter sports holidays. This the Club Med spirit, protecting you in all circumstances.
 
"Snow guarantee" is inclusive with the Ecran Total insurance:

• Before travel: cancellation for lack of snow if less than 50% of the resort is open for 2 days within 5 days before departure.
• In Resort: Club Med voucher of 550.- CHF if less than 50% of the resort is open for 2 days during your stay.
   
  Ecran Total also covers your ski equipment against accidental damage or theft:
  We will reimburse you for the rental* of an equivalent replacement pair of skis from a professional rental company until the end of the Club Med stay.
   
  Also included: new Skipass in case of loss or theft:
  In the event of theft or loss of your lift pass, we will reimburse you on a pro rata basis for the unused lift pass days* on the condition that you buy a new lift pass.

Please click here to access a dedicated portal for Club Med guests >
It's a quick and easy way to make a claim directly online. Prepare all the documents required by your insurance and fill in the form. After creating the claim you will receive an e-mail confirmation and the information provided will be reviewed. If everything is correct, you will receive the resolution of the claim.

The Club Med "All inclusive" package includes, depending on the resort:
 
"Drinks and Snacks Included": The drinks(1) of your choice throughout the day and into the evening! Water, fruit juice, fizzy drinks, coffee, tea, beer, wines, aperitifs, cocktails, rum, whisky, gin, etc. both local and international brands.
Champagne and VSOP spirits are available at extra charge. (1)Drinks served by the glass and at the bar only. Nevertheless subject to availability. Club Med reserves the right to refuse serving a guest, if they are considered to be too ill or too inebriated.
 
Snacks throughout the day. Gastronomic meeting points whilst enjoying the resort activities at your own pace: late breakfast, late lunch, afternoon snack, dinner, nibbles in the discotheque. Club Med snacking includes different sweet and savoury snacks.
 
All your meals during your stay, in one of our restaurants: sumptuous buffets, creative chefs, culinary variety. The Club Med table is an event in itself each day. At all meals, 3 types of menu are proposed: a discovery menu, a fitness menu and a universal menu.
 
Entertainment: more than ever, your senses will be awoken to experience some unforgettable moments. Throughout the day, events are organised based on themes like sport, music or even the culture of the visiting country. Performers and top-level sports players sometimes come and share their experience with you.
 
Sports: A multitude of sports, taught at 3 levels, depending on the resort, by dedicated and qualified G.O, on land, on sea, in the air or under the water. Club Med is one of the biggest sports schools in the world. At your own pace, choose between free access, beginner courses, discovery or à la carte advanced courses* in one of our 50 sporting disciplines.
For ski resorts, inclusive lessons starting at age 4, at all levels, and a 6-day ski lift pass.
 
Childcare: The supervision of your children from 4 years old at the Mini Club Med and from 12 years old at the Juniors' Club Med. Club Med can pride itself on having unmatched experience in this field. Against nurseries par excellence, everything is done for the happiness of your little ones with varied and original activities.
 
Access high quality infrastructures for additional services*: sports courses*, wellness* and fitness treatments* or even supervision of the youngest children from 4 months* or from 2 years old*. All these services are delivered in the best of conditions within facilities especially adapted to each discipline. The qualified G.O will accompany you from day to day.
 
Flights and direct transfers between the airport and the resorts (for "stay+flight" packages only).
 
Access to many services: making your holiday and day to day life easier: Club Med boutiques*, internet kiosk*, massages*, Discovery area*, dry cleaners*, laundry*, green fees* bookable at reception (* at extra cost).

When you travel with Club Med, some services are not included in your Holiday package. These services are:

• Purchases at the resort Boutique
• Visits and excursions offered by the Discovery Space.
• Spa treatments, body treatments in beauty shops or hairdressers.
• Some sports trainings such as horse riding, diving, green fees and other expenses related to golf.
• Hire of ski equipment and ski helmets.
• Childcare for children under age 4
• Some premium goods available at the restaurants or in the bars, such as champagne and premium alcohols (VSOP, XO).
   
  Check for further information on the resort page to know what extra activities are available at additional charge. They are identified with an asterisk (*Make it extra special). Some of the above services are available to be booked in advance, as places can be limited we advise you to do so.

Club Med has always guaranteed you total peace of mind on holiday.
 
Your children get a taste of freedom and you spend some time not having to think about practical problems, your mind free of all worries.
 
On a day-to-day basis, these values unique to Club Med result in the G.O® being able to really listen. They know how to engender mutual complicity and trust between their young G.M®. At the same time, all the children stay close to their parents and are free to see them whenever they want during the day.
 
The G.Os are responsible for the children within the opening times of Baby Club Med*, Petit Club Med* or Mini Club Med and as long as the parents or guardian have duly filled in the registration books to them, where next to their signature they must specify what time they are leaving their child, what time they will pick her/him up and where/how they can be contacted.
 
For the Baby Club Med* and the Petit Club Med*
This register also serves as a communication booklet. So the parents or guardian can advise about the meals preferences, nappies sizes and number of changes, sleep patterns, etc for their child and can, if necessary, on this book, pass on their comments or recommendations.
 
For the Mini Club Med
When the register has been signed on arriving, the G.O® give the child of 4 to 7 years old a bracelet clearly indicating they belong to the Mini Club Med. Club Med Resorts offering Juniors' Club Med supervision welcome juniors from 11 to 13 years old all year round and 14/17 year olds during the school holiday periods. They are only in the charge of the G.O® during the activities organised for them and offered on an "as you please" basis and are in no way supervised constantly.
 
Club Med is doing its best to put safety measures in place to protect everyone. Nevertheless, we ask you to keep a permanent eye on your children when they are not doing a supervised activity and are, in particular, around the swimming pool, even if monitored, or on the beach.
 
* at extra cost

To get to our Resorts, depending on your destination, Club Med offers you flights with various secure airlines.
 
TRAVEL FROM SWITZERLAND:
Club Med works in partnership with several schedule, charter and low-cost airlines to offer you the best possible travel options.
Travel arrangements offered for your package holiday are made many months in advance. Flight schedule, as well as transfer and flight durations are provisional and subject to change. A confirmed itinerary will be sent to you or your Travel Agent with your travel documents within approximately 30 days prior departure.
Flight schedules may change up to the point of departure. Should you arrive late or depart early due to flight schedules, Club Med will not offer compensation to you as long the number of nights spent in the Resort corresponds to your booking. In the event of any changes prior to departure, we reserve the right to change carriers, aircrafts and airport if necessary. Where a flight is described as direct, this means that no change of aircraft is necessary. Stops may be made en route for refueling or to pick up/set down passengers. We do not however provide details of such stops where applicable.
 
In accordance with the EU Regulation 2111/2005, we are required to advise you of the actual carrier operating your flight/connecting flight. We do this by listing carriers to be used or likely to be used to form your package holiday as follows: Aegean Airlines, Aer Lingus, Air Asia, Air Berlin, Air France, Air Malta, Air Mauritius, Alitalia, American Airlines, Austrian Airways, Bahamas Air, British Airways, Cathay Pacific, Delta Airlines, Easy Jet, El Al, Emirates, Flybe, German Wings, Iberia, KLM, Lufthansa, Monarch Airlines, Pegasus, Qantas, Qatar Airwyas, Royal Air Maroc, Singapore Airlines, SN Brussels Airlines, Sri Lankan Airlines, Swiss International Airlines, TAP Air Portugal, Thai Airways, Thomas Cook Airlines, Thomson Airways, Titan Airways, Transavia, Tunisair, Turkish Airlines, United Airlines, US Airways, Virgin Atlantic, Virgin Blue, Volareweb, Vueling.
 
FLIGHTS CHARTERED BY CLUB MED:
Club Med sometimes does itself charter planes. Chartered flights are likely to be scheduled with morning departures or late arrivals. In case your flight schedule is not available upon confirmation of your package holiday, you will be given your specific times as soon as we hear from the airline companies. In the event of a timetable modification, we will do all we can to inform you as quickly as possible. To serve you best, it is important that the details you leave with our sales agents or in our registered travel agencies are up to date and/or will allow us to contact you directly and personally if necessary and as quickly as possible. We try our best to send you along the most direct route. Nevertheless, access to some of our resorts, given their location, can require flights with stopovers or a change of plane and or airport.
 
TAILOR MADE HOLIDAYS AND UPGRADES
We would be happy to arrange your itenerary with flights and duration of stay tailored to your requirements. We have very good negotiated rates in Premium Economy, Business and First Class cabins to most of our destinations. We can arrange an upgrade for your at extra cost.
 
BAGGAGE ALLOWANCE:
It is specified on your Sales Agreement (confirmation voucher). We ask you to stay within these limits; Club Med will not pay any excess baggage charges incurred.
 
ARRIVAL AIRPORT
A Club Med representative is available to inform and help you and guide you towards the transfer bus when your flights are booked with us.
 
AIRPORT TRANSFERS
to and from the resort are included in the "holiday + transport" Package. This is one of the most practical ways to travel. Transfer times shown in the Resort pages do not include the time needed to complete all formalities (police, baggage collection, customs...).
 
FOR YOUR CONNECTING FLIGHT, we advise you to plan at least 3 hours for a connecting flight in the same airport.
 
INDEPENDENT TRAVEL ARRANGEMENTS:
if you are arranging your connecting flights to connect with flights arranged by Club Med, you should allow plenty of time in the event of unforseen delays or late change of schedule, airport or terminal changes on the date of departure. We strongly recommend that your independent travel arrangements are flexible to allow for any changes if necessary. If you have booked your own flights independently, check-in time at the resorts will vary from 3pm to 5pm.
 
Please note: Club Med will not be held responsible for any consequences or extra costs should there be any any delay or cancellation of your flight or other travel arrangements made by you. Check-out time is usually 10am depending on the Resort regardless of your departure time so you will be asked to vacate your room(s) by this time. Day rooms may be on offer, but subject to availability/cost and should be arranged locally with the reception. If you check-in immediately after a night flight this would normally count as one night's accommodation. You are responsible for your itinerary and no transfer to/from the Resort are included if you choose to travel independently, except if added at extra cost during your booking, where available.

With your mind free, treat yourself all day long: late breakfast at the bar, tasting fruit juices and refreshing fizzy drinks by the pool, sociable moments with your family or among friends at aperitif time. The joy of being together and celebrating in a warm and friendly atmosphere, this is also one of the advantages of the " Drinks and Snacks Included" service !
 
"Drinks and Snacks Included" means:

• The drinks of your choice throughout the day and the evening: water, fizzy drinks and fruit juices, hot drinks, local and international brand spirits, alcoholic or non-alcoholic cocktails. Champagne VSOP spirits available at an extra extra charge.
• Drinks served by the glass and at the bar only: bottles and cans are available in automatic vending machines or in the Boutique (at extra charge).
• Tasty snacks to fill you up: extended breakfast, late lunch, afternoon snack, aperitif appetisers, nibbles in the discotheque. Service may vary between resorts.