COVID-19
Frequently Asked Questions

FAQ FOR CANCELLATIONS

What is the Mitsis Hotels cancellation policy for non-refundable bookings and bookings with deposit?
On April 13th 2020, the Greek Government intervened in the tourism sector in order to alleviate the negative effects of COVID-19. The new law provides that all advanced payment of bookings cancelled from 25.02.2020 until 30.09.2020 due to COVID-19, shall not be returned but a voucher with value for 18 months will be issued instead.

Within this period of 18 months, you may use this voucher by making a booking for accommodation services in any of our hotels.

In case the cost of the service you choose is lower than the amount you have already paid, you will be eligible for a new voucher, corresponding to such difference between the actual cost applicable to your new booking and the amount already paid.

In case the cost of the service you choose is higher than the amount you have already paid, then you are required to pay the difference between the actual cost applicable to your new booking and the amount already paid.

How can I modify or cancel my reservation if booked through a travel agency?
You must contact the travel agency through which you made the reservation.

How can I modify or cancel my reservation if booked through Booking, Expedia etc?
You must send your request through the online platform you originally made the reservation to modify/cancel any reservation.

What if my flight is cancelled and there is no other available flight in the future?
If you book directly with us at mitsishotels.com or through the hotel’s Reservations (noting the reservation number of the cancelled reservation), you may modify your reservation without penalty for future travel through season 2020 or 2021. Otherwise, you may cancel your reservation. In case you have booked your flight through mitsishotels.com, you must contact [email protected] to get informed about the choices you have.

I do not wish to travel; I wish to cancel my non-refundable reservation and get a refund.
In case you have booked through mitsishotels.com, you may modify any reservation without penalty for future travel through season 2020 or 2021. Otherwise, you may cancel your reservation and we will provide you with a voucher that corresponds to the amount paid by yourself for your booking.

In case you have booked through another online platform or travel agency, you must contact them directly.

What happens if I am in quarantine and cannot travel?
For reservations through mitsishotels.com, you may transfer your reservation free of charge to any date in season 2020 or 2021. Otherwise, you may cancel your reservation and we will provide you with a voucher that corresponds to the amount paid by yourself for your booking.

In case you have booked through another online platform or travel agency, you must contact them directly.

Is it possible to transfer my reservation in 2021?
In case you have booked through mitsishotels.com, you may transfer your reservation free of charge to any date in season 2020 or 2021. Otherwise, you may cancel your reservation and we will provide you with a voucher that corresponds to the amount paid by yourself for your booking.

What measures do you take as a country and as a hotel for the new COVID-19?
Considering the health and safety of our guests and staff as our top priority, Mitsis Hotels, in consultation with the guidelines of the World Health Organization, the Greek Ministries of Health and Tourism and local authorities, have devised and put to implementation an integrated Health and Safety Plan foreseeing all measures, specifications and procedures across all hotel departments to address the new COVID-19 and any disease that can be transmitted in the community. Our hotels has been recently certified with the National “Health First” Certification by the Hellenic Chamber of Hotels. Management and all staff members are committed to provide not only a carefree and safe stay to our guests, but also their familiar Mitsis experience.

  1. Operation at low occupancy to ensure proper distancing
  2. Intensified cleaning & disinfection across all high-volume touchpoints & guestrooms
  3. Welcome safety pack for all guests, as well as disinfectant dispensers in public areas
  4. High standards of food safety (HACCP) and contactless service at the restaurants
  5. 24h operation of F&B outlets to allow ample time & space for lunch & dinner
  6. Social distancing specifications in recreational areas, pools & our Blue Flag awarded beaches
  7. Simple & fast check-in / check-out procedures
  8. Doctors on call 24/7 to provide special care to our guests
  9. Ongoing training for our compliant staff
  10. Awareness campaign at our hotel

The Greek Government has enacted legislation providing a wide range of means, necessary to guarantee the protection of health and safety of the population. In this respect, people with COVID 19 are submitted to clinical and laboratory medical examination, health monitoring, medication and treatment, particularly in cases when the competent medical authorities have reasonable suspicions that they may transmit directly or indirectly the disease.

In addition, the competent health authorities may impose temporary restriction of persons under COVID-19 conditions, preventing contact with third parties, to avoid transmission (or spread) of the disease. The measure of temporary restriction may be implemented in a suitable hospital, health structure, treatment area, institution, in appropriate public or private temporary facilities, accommodation, or even at home. Such measures, if decided by the competent administrative authorities are obligatory for both the hotel and its guests.

Furthermore, Mitsis Hotels will comply with any guidelines issued by competent medical authorities or other competent administrative authorities and will notify appropriately our guests and personnel.

FAQ REGARDING COVID-19

What should I do before travelling? 
According to the Protocols for Arrivals (sea, air and land borders) in Greece, you need to complete the Passenger Locator Form (PLF) at least 24 hours before entering the country, providing detailed information about your departure, the duration of previous stays in other countries and the address of your stay while in Greece.
One PLF should be submitted per family.

How does the COVID-19 spread?

  • By droplets: made when infected people cough, sneeze or talk.
  • Touching: Contaminated objects or surfaces.
  • Person to person transmission: By a mere handshake.

What is the incubation period of the COVID-19 disease?
The “incubation period” means the time between the first contact with the virus and beginning to have symptoms of the disease. Most estimates of the incubation period for COVID-19 range from 1-14 days, most commonly around five days. These estimates will be updated as more data become available.

How long does the COVID-19 last on surfaces?
It is not certain how long the virus that causes COVID-19 survives on surfaces, but it seems to behave like other coronaviruses. Studies suggest that coronaviruses (including preliminary information on the COVID-19 virus) may persist on surfaces for a few hours or up to several days.

Can you contract the COVID-19 by touching a surface?
People can get infected by Sars-Cov-2 just touching contaminated surfaces or objects – and then touching their eyes, nose or mouth.

What are the key touchpoints for hotels?
They key touchpoints for hotels are: telephones, table tops, chairs’ hard surface, door handles, lift buttons, light switches and gym equipment.

What are the symptoms of COVID-19?
The most common symptoms are fever, dry cough, shortness of breath, and breathing difficulties. In more severe cases infection can cause pneumonia, severe acute respiratory syndrome, and even death. The period within which the symptoms would appear is 2-14 days.

Is headache a symptom of COVID-19?
The virus can cause a range of symptoms, ranging from mild illness to pneumonia. Symptoms of the disease are fever, dry cough, tiredness, sore throat and headaches.

What is the recovery time for the COVID-19?
Using available preliminary data, the median time from onset to clinical recovery for mild cases is approximately 2 weeks and is 3-6 weeks for patients with severe or critical disease.

Can babies get COVID-19?
We know it is possible for people of any age to be infected with the virus, but so far there are relatively few cases of COVID-19 reported among children.
At this stage the risk to children and babies, and the role children play in the transmission of COVID-19, is not clear. However, there has so far been a low rate of confirmed COVID-19 cases among children relative to the broader population.

How does COVID-19 spread?
The new COVID-19 is a respiratory virus which spreads primarily through droplets generated when an infected person coughs or sneezes, or through droplets of saliva or discharge from the nose. To protect yourself, clean your hands frequently with an alcohol-based hand rub or wash them with soap and water.

What should you do if you think you have COVID-19?
If you have fever, cough and difficulty breathing, seek medical care early. Stay home if you feel unwell. Follow the directions of your local health authority.

Can the COVID-19 spread through food?
Current evidence on other COVID-19 strains shows that while coronaviruses appear to be stable at low and freezing temperatures for a certain period, food hygiene and good food safety practices can prevent their transmission through food.

Is there a vaccine for COVID-19?
When a disease is new, there is no vaccine until one is developed. It can take possible up the eighteen months for a new vaccine to be developed.

Is COVID-19 new?
Coronavirus disease (COVID-19) is a new strain that was discovered in 2019 and has not been previously identified in humans.

Is COVID-19 more severe than the flu?
This is not clear yet. The transmissibility of Sars-Cov-2 is very high, but we have to discover more about morbidity and mortality. It is uncertain to say if COVID-19 is more severe than influenza because there are many unknown and not declared cases in the community.

Are masks effective against COVID-19?
If you are healthy, you only need to wear a mask if you are taking care of a person with suspected Sars-Cov-2 infection. Wear a mask if you are coughing or sneezing. Masks are effective only when used in combination with frequent hand-cleaning with alcohol-based hand rub or soap and water. If you wear a mask, then you must know how to use it and dispose of it properly.