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    Frequently Asked Questions

    COVID-19 FAQ

    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.

    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 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 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"

    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.

    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.

    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 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.

    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 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.

    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.

    Facilities & Services

    Where can I find the best rates?

    The best rates available on the internet can be found at https://guangzhou.frasershospitality.com/en. Don't forget to check out https://guangzhou.frasershospitality.com/en/offers.html to take advantage of the best deals. If you require further assistance, please feel free to contact us at sales.guangzhou@frasershospitality.com or +86 20 28019888.

     

    What are the services and facilities offered?

    In addition to 24/7 security and CCTV surveillance as well as 24/7 Reception and Concierge services, Fraser Suites Guangzhou features full-furnished luxury residences, a pool, steam and sauna rooms, 24/7 gym, golf simulator, kids' playroom, The Retreat and more. For a full list of services and facilities, please visit https://guangzhou.frasershospitality.com/en/facilities.html.

    Are there fitness facilities provided?

    Yes, there is a 24/7 fully-equipped gym for our in-house guests.

    Is internet access provided?

    Yes, guests can enjoy complimentary high-speed Wi-Fi access in-room and around the property.

    What is the check-in time?

    Check-in time is 2.00pm

    What is the check-out time?

    Check-out time is 12.00pm.

    What time is breakfast served?

    Breakfast is served from 6.30am to 10.00am.

    What is the cost of breakfast?

    Breakfast is available for adults at CNY 115 per person and it is complimentary for children 12 years and below. Prices exclude prevailing taxes.

    What are the available dining options?

    Breakfast is available at The Dining Room. The well-equipped kitchen also provides you with the convenience to cook in your apartment. There are alternative dining options nearby as well. Please feel free to approach our Front Desk for more details or recommendations.

    Are laundry services provided?

    Yes, laundry service is available subject to additional charges. There is also a washer and a dryer in the room for your convenience.

    Please feel free to contact our Front Desk for more details.

    What are the type of beds provided?

    For Studio Apartments, there is 1 King bed or Twin beds.

    For 1-Bedroom Apartments, there is 1 King bed or Twin beds.

    For 2-Bedroom Apartments, there is 1 King bed and 1 Queen bed or 1 King bed and Twin beds.

    For 3-Bedroom Apartments, there is 1 King bed, 1 Queen bed and Twin beds.

    Should you require more information, please feel free to contact us at sales.guangzhou@frasershospitality.com or +86 20 28019888.

    Are baby cots and extra beds available?

    Yes, complimentary baby cots are subject to availability. Extra beds are also available at CNY 345 per night (CNY 642 per night during Canton Fair).

    Please feel free to contact our Front Desk for more details.

    Are newspapers provided?

    Yes, newspapers are provided at The Dining Room and level 7.

    Are the residences disabled-friendly?

    Unfortunately, we don't have apartments that are specially catered for wheelchair users. If you require further assistance, please feel free to contact us at sales.guangzhou@frasershospitality.com or +86 20 28019888.

    Is on-site parking available and what is the cost?

    On-site parking is available at CNY 40 per day or CNY 5 per hour. Please approach the Front Desk for more details.

    Is airport shuttle service provided?

    Unfortunately, airport shuttle service is not available. However, limousine service or taxi can be arranged upon request. Please feel free to approach our Front Desk for more details.

    What is the cost of hotel/service residence limousine services?

    Limousine service is available at CNY 580 nett per trip for Camry (4 seats) or CNY 630 nett per trip for Buick GL8 (6 seats). Please arrange 48 hours before via reservations.guangzhou@frasershospitality.com or +86 20 2801 9889 or contact us for more details.

    What are the reception operating hours?

    The reception operates and is available 24/7.

    Is it possible to store my luggage at the hotel before check-in?

    Yes, it is possible to store your luggage at the property. Please feel free to approach our Front Desk for more details.

    How do I get to the hotel?

    From Airport to hotel, Take Metro-Line 3 to Shipai Qiao Station

    Taxi - Onelink Walk, 232_2 Tianhe Road, Tianhe District, Guangzhou,China 510620

    Chinese address: 广州市天河区天河路232号之二万菱汇广州辉盛阁国际公寓

    Please contact us at reservations.guangzhou@frasershospitality.com or +86 20 2801 9889 for more details.

    Location

    Are there any recommended attractions in Guangzhou?

    Guangzhou is dynamic and exciting. Some of the attractions include Canton Tower, Chimelong Paradise, Shangxiajiu Pedestrian Street, Zhenhai Towerand more. For more recommendations, please feel free to approach our Front Desk or check out https://guangzhou.frasershospitality.com/en/attractions.html

    Where are the closest bank, ATM and exchange office located?

    There is an exchange ATM at level 4 of the property. The closest bank or ATM is Bank of Guangzhou, about 50m walking distance.

    Please feel free to approach our Front Desk for directions or more details.

    Policies

    What is the cancellation policy?

    The cancellation policy is stated in detail and varies with the type of offer selected.

    Should you require more information, please feel free to contact us at reservations.guangzhou@frasershospitality.com or +86 20 28019888.

    What is the maximum number of guests allowed in each residence type?

    For Studio Apartments, the maximum occupancy is 2 adults and 1 child.

    For 1-Bedroom Apartments, the maximum occupancy is 2 adults and 1 child.

    For 2-Bedroom Apartments, the maximum occupancy is 4 adults and 2 children.

    For 3-Bedroom Apartments, the maximum occupancy is 6 adults and 3 children.

    Should you require more information, please feel free to contact us at sales.guangzhou@frasershospitality.com or +86 20 28019888.

    Are pets allowed?

    Unfortunately, pets are not allowed at Fraser Suites Guangzhou.