FAQ - item
COVID-19 FAQ - item
General FAQ - item
Can I cancel or amend my reservation that was booked directly via your website?
We have instituted a series of cancellation and postponement policies to ensure that you benefit from it.
New reservations (for bookings made between now till 30 June 2020):
• Full waiver/cancellation of any stays (14 days or less) before 30 June 2020
• Cancellation must be made at least 24 hours to arrival date. Any changes to existing reservations will be subject to availability and rate differences.
Existing reservations (including pre-payment and advance purchase rates)
• Full waiver/cancellation of any stays (14 days or less) before 30 June 2020
• For stays beyond 30 June, you can choose to postpone your stay or request for a cancellation (subject to terms & conditions).
As policies may vary from time to time due to changes in local government regulations and travel restrictions, please contact the property in question directly or visit their FAQ page.
Can I cancel or amend my reservation that was booked via third-party or online travel agents?
Bookings made via third-party or online travel agents should be referred to the booking vendor directly for more information on their cancellations / amendments policies.
How do I cancel or amend corporate / group reservations?
For corporate, group or long stays (more than 14 days) reservations, please contact the property or sales manager directly.
Can I cancel my reservation within 24 hours due to a government-issued travel ban, flight cancellations or other COVID-related issues?
For cancellations within a short notice or 24 hours prior to arrival, please contact the property directly for immediate assistance.
Are there any documentations or requirements for me to stay your properties? Are there any groups of people who are restricted from staying at your property?
Our properties operate in adherence to local regulations and recommendations hence, requirements and restrictions will vary accordingly. For more information, please contact the property direct
Do you accept foreign guests who are not affected by the travel restrictions and are seeking alternative accommodations?
We welcome all guests in accordance to local regulations and recommendations. For reservation enquiries, please contact the property directly.
Which of your properties are open?
We are constantly monitoring the developing COVID-19 situation globally and we remain guided by the directives set out by the relevant authorities on all leisure and non-essential businesses. Most of our properties continue to remain open with heightened measures in place for the safety of our guests and staff.
How do I know if the property I have booked with will close temporarily?
Due to the developing situation of COVID-19 and its uncertainties, we will work alongside you to allay any concerns you may have with regards to your reservations. The concerned property will be in touch with all guests that have a upcoming reservation. To find out more of the property, please contact us at firstname.lastname@example.org or visit the property website for more information.
What happens to my reservation should a property decides to close temporarily?
The property will reach out to you as soon as they can should any reservations be affected in the event of changing local regulations.
Are you accepting new check ins/ reservations?
We are always ready to welcome you. Our properties will operate and accept reservations in accordance to local regulations. Restrictions, if any, will vary accordingly. For reservations enquiries, please contact us at email@example.com or the property directly.
Has Frasers Hospitality been awarded with any hygiene accredition?
At Frasers Hospitality, we have painstakingly and methodically implemented requirements above and beyond what is mandated by the WHO and relevant authorities. All of our properties, in their respective regions, are working towards acheiving the necessary accredition set out by the local authorities.
What are the sanitation routines and policy in place now due to COVID-19?
We are actively monitoring the Centers for Disease Control and Prevention and World Health Organisation for the latest policies. All our properties have heightened their preventive measures and our staff are well-informed to assist guests to ease any anxieties. This includes, but not limited to:
• Intensified cleaning and sanitizing of public spaces and facilities
• Clear and instructional guides/poster placed throughout to facilitate safe distancing requirements
• Contactless payment options made available
• Availability of masks, sanitizers and thermometers upon request
• Daily security and temperature checks of staff and guests
• Alternative arrangements for food and beverage
• 24/7 management support team to implement any additional and immediate measures recommended by health authorities
Are there screening measures in place for guests and staff?
Anyone (guests, staff, visitors and vendors alike) entering the property premises will have to undergo temperature screening and adhere to stringent safe distancing measures in place.
What happens if another guest in the same property is infected with COVID-19 during my stay? What kind of help and support can I expect from the property?
We have instituted a stringent set of protocols and precautionary measures to ensure that you remain safe at all times. All of our staff are also well equipped and trained to handle such situations. We constantly remind all guests and staff to remain vigilant, practice good hygiene, and to immediately seek immediate medical attention if they are feeling unwell. Please be assured that our team is always on ground to offer the necessary assistance in times of crisis or uncertainties.
Are your properties being block-booked by the government/used as quarantine facilities?
None of our properties are being used as a quarantine facility at the moment. Frasers Hospitality is continuously monitoring the situation and remains in direct contact with the local government to ensure that communication remains open and that the most relevant information given to our guests and staff is up-to-date.
Do you have stepped up cleaning protocols for hotels in locations where there are confirmed COVID-19 cases?
All our properties are monitoring the local situation closely and following the protocols and policies implemented. We have been working closely with the relevant health authorities in all affected markets, to ensure that precautionary measures are undertaken at all our properties. Our staff and guests are also encouraged to reach out to the management should they feel unwell or display any related symptoms.
Are facilities open for usage? If not, when will they be open for use?
As the local relevant authorities allowed the fitness center with good ventilation reopened, most on-site recreational facilities such as Gym, Restaurant, Steam and Sauna are reopened. In common public areas such as the Lobby and Residents' lounge, minimal gatherings and interactions are encouraged. We strongly urge our guests and staff to join us in our effort to flatten the curve.
With these facilities closed, what else can I do during my stay?
The wellbeing of our guests continues to be our priority. To this end, we have developed a series of engaging 'Stay (In)spired with Fraser' content which you can easily participate in the comfort of your apartments / rooms and kitchenette. Activities include fitness work-outs, cooking challenges and even fun ideas to keep the little ones occupied.
Can I request for reduced contact services (eg. housekeeping) as I prefer to minimise unnecessary contact?
Yes of course. We continue to offer a range of flexible services to our guests, depending on their needs.
Will breakfast and F&B services be available? How are they handled?
on-site restaurant had been outsourced to another company and they had reopend for breakfast eat-in only. Guests need to keep safe distance from each other in the restaurant.
With these newly minted measures in place, how different will my stay experience be?
Our properties are keeping pace with the changes in local advisories and extending flexibilty where needed. We remain commited to maintain the highest standards of hygiene, cleanliness and service for your well-being and safety. Our staff dedicates to ensure that your stay continues to be memorable and comfortable at all times.
Where can I find the best rates?
Our best rates are available at Fraser Place Tianjin’s official website.
You may also contact our Reservations Department at firstname.lastname@example.org or at www.frasershospitality.com
Room rates are subject to change at the management’s sole discretion. Our friendly Sales Manager will be delighted to discuss any special request in detail.
What are the services and facilities offered?
Fraser Place Tianjin offers a full range of facilities and services for guests’ comfort and enjoyment. For a comprehensive list of our facilities, please click here.
Are there fitness facilities provided?
A fully equipped Gymnasium located on the 3rd Floor opens 24/7. In addition, there is a yoga room, kids playroom, Jacuzzi and sauna & steam room for guests to maintain healthy work-play balance.
Is internet access provided?
Complimentary high-speed internet access is available throughout the property.
What is the check-in time?
The check-in time is from 2:00pm onwards.
What is the check-out time?
The check-out time is at 12pm. Should you require a late check-out, kindly check with our Client Relations Supervisor.
What time is breakfast served?
Breakfast is served from 6:00am to 10:00am
Are laundry services provided?
What are the type of beds provided?
We have rooms with King Bed (200cm x 200cm), Queen Bed (200cm x 150cm), Double Bed (200cm x 100cm)
Are baby cots and extra beds available?
Complimentary baby cots are available upon request.
Extra bed will be available at selected apartment types at RMB200.
Are newspapers provided?
Complimentary Daily News and China Daily are available.
Is on-site parking available and what is the cost?
Free parking is available for all short stay guests. Standard parking charges will apply to other guests.
Is airport shuttle service provided?
Limousine or taxi services are available
upon advance request. Kindly check with Concierge
for more information.
What is the reception operating hours?
The reception, concierge and security services are available 24/7.
Is it possible to store my luggage at the hotel before check-in?
Kindly check with our Concierge to store your luggage (terms and conditions apply).
How do I get to the hotel?
From Tianjin Railway Station
By Taxi - It is about 14 kilometers ride from Tianjin Railway Station to the hotel.
By Public Transportations- Take Metro Line 9. Get off at Zhigu Station then transfer to Line 5. Get off at Zhongliuyiyuan Station then walk to the hotel.
From Tianjin Binhai International Airport
By Taxi - It is about 26 kilometers ride from Tianjin Binhai International Airport to the hotel.
By Public Transportations - Take Metro Line 2. Get off at Jingjiang Road Station then transfer to Metro Line 5. Get off at Zhongliuyiyuan Station then walk to the hotel.
Are there any recommended attractions in Tianjin?
Tianjin Five Avenue
Ancient Culture Street
Tianjin Italian Style Street
Tianjin Water Park
Where is the closest bank, ATM and exchange office located?
There are lot of banks in AoCheng which is 1.5 kilometers walking from the hotel.
What is the cancellation policy?
Cancellation policies may vary by reservations type.
What is the maximum number of guests allowed in each residence type?
In general, our apartments can accommodate up to 6 persons depending on the room category.
There is a strict adherence to the number of guests in each room type as recommended under the Health & Safety regulations.
Are pets allowed?
Pets are allowed within the premises of the property. Residence should abide by Pets Agreement.