Dear Valued Sarec Sports Travel Guest:
In this time of uncertainty, the novel coronavirus (COVID-19) has had a major impact on the travel industry. Sarec Sports Travel would like to thank all coaches, teams, families and fans for their business and continued support as we navigate each new day in these unprecedented times.
As a non-essential service company, our office is currently closed and our staff is temporarily laid off. We continue to monitor guidelines as outlined by the CDC and local governmental agencies. We look forward to safely reopening in the coming weeks.
During this time, we are managing all the questions via email. Response times are extended but we are working through all requests as quickly as possible. We have compiled a list of FAQ's to help teams and families navigate the hotel modification and cancellation process as well as get answers to most commonly asked questions.
Sarec Sports Travel FAQ's (COVID19)
Should I cancel through Sarec Sports Travel or contact my hotel directly? We are working closely with our hotel partners. If you booked your hotel stay through our site, we recommend cancelling your reservation using the links at the bottom of the confirmation email sent to you when you booked your reservation. If you need assistance cancelling, contact us via email: Info@SarecGrp.com. Provide your last name, reservation number and name of your team and tournament. We will process your request within 72 hours. If you are not looking to cancel, the team head coach needs to email us at Info@SarecGrp.com. We have alternative options lined up and will move your block through our seamless transfer process.
Can our entire team cancel all reservations together or does each family need to contact you individually? To cancel an entire team, the Head Coach or Team Coordinator should initiate the cancellation request on behalf of the team. The request needs to be in writing and include: Team Name, Age Group, Hotel Booked, Tournament Name, Block Code (if available), reason for cancellation, name of person requesting cancellation.
I paid a fee at the time I booked my reservation. Why can’t I get a refund of my booking fee? All booking fees are disclosed as Non-Refundable at the time of booking. You would have checked a box agreeing to this at time of booking. Sarec Sports Travel processes bookings through a third party reservation system and pays for each booking. There are no refunds for booking fees paid.
COVID19 Exception: If you cancelled your reservation due to a CANCELLED tournament which is not being rescheduled, we may be able to offer a booking fee credit to be applied to a future hotel stay during the 2020 Season. To request a credit, email us at: Info@SarecGrp.com. We are offering a voucher equal to the amount of the booking fee paid allowing you to rebook within the 2020 Season.
My Tournament is CANCELLED. What if I paid Sarec Sports Travel an upfront one night charge to hold my room? Certain reservations required a one night deposit. Cancelled reservations are eligible for a refund of the amount charged for a one night room rate at time of booking. At this time, refunds may take up to 120 days AFTER THE EVENT END DATE to process. Please check your bank or credit card statements within this timeframe before calling or emailing. Thousands of hotels nationwide have temporarily closed so there are no exceptions to this policy.
My Tournament is RESCHEDULED. What happens to my one night room rate deposit paid to hold my room? If an event is rescheduled, Sarec Sports Travel will transfer your deposit to your new hotel reservation. You will be required to re-book with Sarec Sports Travel for all Stay to Play events. We will have alternative hotel options lined up and will provide instructions regarding the reservation and booking transfer process.
Will I have to pay a fee or penalty to change or cancel my reservation? Sarec Sports Travel will not impose any change or cancellation fees, however, you will not receive a refund for the booking fee already paid.
What are Hotels doing to keep my family safe during our stay? While some hotels are temporarily closed due to the downturn in the hospitality industry, many are utilizing this time to apply strict sanitizing protocols to their new daily regime. For example, Marriott has announced their new Marriott Global Cleanliness Council, whose mission is to identify and deploy scientifically supported best practices and innovations for keeping hotel associates and guests safe. Similarly, Hilton and IHG are developing their own safety measures to ensure proper social distancing measures, food preparation and food service compliance as well as hospital grade cleaning techniques that are being deployed immediately. Many of these policies can be viewed on each hotel brand website. Sarec Sports travel remains hyper-vigilant in selecting team and family-friendly hotels while continuing to ensure guest safety.
What if I still have questions? If none of the above options were successful in answering your questions, you may contact us by email. Info@SarecGrp.com