Klook Phase 2 (Heightened Alert) Updates & FAQs : Rescheduling Staycations, Attractions, Tours & Cruises

Noelle Ong
Noelle Ong
22 Jul 2021
blog cover phase 2 faq

Here’s what you can do about your booking during Phase 2 (Heightened Alert)

On 20 July 2021, the Multi-Ministry Taskforce announced the need to tighten measures, amidst growing COVID-19 clusters in Singapore. The new measures will take effect from 22 July through 18 August 2021.
These measures will undoubtedly disrupt our plans with family and friends. Klook will be providing additional support to all our customers who are affected during this period. Here’s what you need to know about your bookings with Klook.
Note: This Phase 2 (Heightened Alert) Updates FAQ will be updated with the latest information when they become available.

Staycations

staycation phase 2 faq
Hotels will remain open for stays with additional measures in place. Should you wish to not proceed with your staycation, here’s what you can do about your hotel bookings.

Hotel

Cancellation?

Free Amendment?

Amara Sanctuary Resort Sentosa

Yes

Yes

AMOY Hotel

Yes

Yes

Andaz Singapore

Yes

Yes

Aqueen Hotel 

Yes

Yes

Ascott Orchard Singapore

Yes

Yes

Ascott Raffles Place Singapore

Yes

Yes

Capella Hotel, Singapore

Yes

Yes

Capri by Fraser Changi City

No

Yes

Carlton Hotel Singapore

Yes

Yes

Cube Family Boutique Capsule Hotel @ Chinatown

Yes

Yes

D'Hotel Singapore 

Yes

Yes

Dusit Thani Laguna Singapore

Yes

Yes

Fairmont Singapore

Yes

Yes

Four Seasons Hotel Singapore

Yes

Yes

Fragrance Hotel

No

Yes

Goodwood Park Hotel

Yes

Yes

Grand Hyatt Singapore

Yes

Yes

Harbour Ville Hotel, Hamilton

No

Yes

Heritage Collection 

No

Yes

Hilton Singapore

No

Yes

Hotel Bencoolen

Yes

Yes

Hotel Bencoolen @ Hong Kong Street

Yes

Yes

Hotel Calmo Bugis

Yes

Yes

Hotel Classic by Venue

Yes

Yes

Hotel Clover 33 Jalan Sultan

Yes

Yes

Hotel Clover 5 Hongkong Street

Yes

Yes

Hotel Clover 7 Hongkong Street

Yes

Yes

Hotel Clover 769 North Bridge Road

No

Yes

Hotel Clover The Arts

Yes

Yes

Hotel Fort Canning

No

Yes

Hotel G Singapore

Yes

Yes

Hotel Grand Central

No

Yes

Hotel Mono

Yes

Yes

Hotel NuVe

No

Yes

Hotel NuVe Elements

Yes

Yes

Hotel NuVe Heritage

Yes

Yes

Hotel NuVe Urbane

No

Yes

Hotel Royal

No

Yes

Hotel Royal @ Queens

Yes

Yes

Hotel Soloha

No

Yes

ibis budget Singapore 

No

Yes

Ji Hotel Orchard Singapore

Yes

Yes

Kesa House

No

Yes

Lloyd’s Inn

No

Yes

lyf Funan Singapore

Yes

Yes

M Social Singapore

Yes

Yes

Mandarin Orchard Singapore

Yes

Yes

Mandarin Oriental Singapore

No

Yes

Marina Bay Sands

Yes

Yes

Marrison Hotel

Yes

Yes

Naumi Hotel

Yes

Yes

Nostalgia Hotel

No

Yes

Oakwood Premier AMTD Singapore

No

Yes

Oasia Hotel Downtown, Singapore

Yes

Yes

One Farrer Hotel

Yes

Yes

ONE15 Marina Club

Yes

Yes

Orchard Hotel Singapore

Yes

Yes

Orchard Rendezvous Hotel

Yes

Yes

Pan Pacific Serviced Suites Beach Road

Yes

Yes

Park 22 Hotel Little India

No

Yes

PARKROYAL COLLECTION Marina Bay, Singapore

Yes

Yes

PARKROYAL COLLECTION Pickering

No

Yes

PARKROYAL On Beach Road, Singapore

Yes

Yes

Populous Hotel

Yes

Yes

Porcelain Hotel

No

Yes

Raffles Hotel Singapore

Yes

Yes

Ramada by Wyndham Singapore at Zhongshan Park

Yes

Yes

RedDoorz @ Aljunied

Yes 

No

RedDoorz @ Geylang

Yes

Yes

RedDoorz near Marine Parade Central

Yes

Yes

RedDoorz Plus @ Little India

Yes 

No

RedDoorz Plus @ Victoria Hotel

Yes 

No

RedDoorz Premium @ Balestier

Yes

Yes

RedDoorz Premium @ Serangoon

Yes 

No

RELC International Hotel

Yes

Yes

Resorts World Sentosa – Beach Villas

Yes

Yes

Resorts World Sentosa – Crockfords Tower

Yes

Yes

Resorts World Sentosa – Equarius Hotel

Yes

Yes

Resorts World Sentosa – Hotel Michael

Yes

Yes

Resorts World Sentosa – Equarius Hotel

Yes

Yes

Resorts World Sentosa – Hotel Michael

Yes

Yes

Shangri-La Hotel Singapore

Yes

Yes

Shangri-La's Rasa Sentosa Resort & Spa

Yes

Yes

Sofitel Singapore City Centre

No

Yes

Sofitel Singapore Sentosa Resort & Spa

Yes

Yes

ST Signature

No

Yes

St. Regis Hotel Singapore

Yes

Yes

Summer View Hotel

Yes

Yes

The Capitol Kempinski Hotel Singapore

Yes

Yes

The Clan Hotel 

Yes

Yes

The Duxton Reserve

Yes

Yes

The Fullerton Bay Hotel

Yes

Yes

The Fullerton Hotel

Yes

Yes

The Quay Hotel

No

Yes

The Scarlet Hotel

No

Yes

The Vagabond Club

Yes

Yes

The Warehouse Hotel

Yes

Yes

Travelodge Harbourfront

Yes

Yes

Venue Hotel The Lily

Yes

Yes

Village Hotel Bugis

Yes

Yes

W Singapore Sentosa Cove Hotel

Yes

Yes

Wanderlust

No

Yes

York Hotel Singapore

Yes

Yes

YOTEL Singapore Orchard Road

Yes

Yes

How do I cancel my staycation booking?

staycation phase 2 cancellation klook
For those who wish to Cancel your upcoming stay falling from 22 July to 18 August 2021, you can follow these simple steps:
  • Go to the Bookings page on your Klook App or website.
  • Click on the hotel booking you wish to cancel.
  • Under Cancellation Policy, click on Apply for Refund.
  • Follow the instructions to complete your cancellation.
Kindly do so at least one day ahead of your stay date. Any SingapoRediscovers Vouchers used on your booking will be refunded to your digital SRV account on Singpass, while any out-of-pocket payment will be refunded to your payment method. Due to the high volume of transactions, this process may take up to 1.5 months.

How do I amend my staycation date?

For those who wish to Amend your upcoming stay date, please kindly refer to the email sent to you on 21 July 2021. Amendments are subject to the respective hotel’s terms and conditions. For additional queries, kindly submit them at Ask Klook with your booking details.

Can I request for a Hotel Voucher instead?

Customers with a booking at Andaz Singapore, Heritage Collection, Hotel Bencoolen, Hotel Calmo Bugis, Hotel G, Hotel Mono, Hotel Soloha, Naumi Hotel, One Farrer Hotel, RedDoorz, Sofitel Singapore Sentosa Resort & Spa, The Duxton Reserve or The Vagabond Club may choose to convert your booking into a Hotel Voucher that will be based on your original booking. The voucher will be open-dated and you may then use it to book your stay with the hotel directly before the expiry date. Bookings are subject to the respective hotel’s terms and conditions.

Attractions 

attractions phase 2 ha
While most attractions remain open, there will be a reduction in capacity to 25%. Should you wish to not proceed with your visit, here’s how you can reschedule your attraction bookings.

Attraction

How to Reschedule

Other things to note

Universal Studios Singapore, S.E.A. Aquarium & Adventure Cove Waterpark

Open-dated tickets will be extended till 30 November 2021. Visit the RWS Website to book a new time slot on your desired visit date. Time slots open 30 days in advance. If your original visit date has passed, kindly request for an amendment at Ask Klook.

Fixed-dated tickets with visit dates within the affected period can request for a one-time revalidation at Ask Klook.

Yoga at S.E.A. Aquarium experience will also be postponed, an email will be sent.  

There are revised operating days from 22 July to 18 August.

- Universal Studios Singapore will operate from Friday to Sunday.

- S.E.A. Aquarium will operate from Saturday to Monday.

- Adventure Cove Waterpark & Dolphin Island will both be closed.

Singapore Zoo, Night Safari, River Safari & Jurong Bird Park

If you have already booked a time slot on the WRS website and wish to reschedule, email your e-tickets to enquiry@wrs.com.sg at least 7 days before your original date of participation. You may choose a new date of visit within the next 3 months. 

If you have not booked a time slot, your tickets will be extended till 31 December 2021. Kindly book a time slot on the WRS website.

Gardens by the Bay

You may postpone your visit by booking a new time slot at the Gardens by the Bay website.

If your ticket expires before 18 August 2021, kindly drop an email to feedback@gardensbythebay.com.sg with your ticket and new intended date of visit. 

Wild Wild Wet

Tickets are open-dated and has been extended to 17 November 2021. 

You may use your original ticket to visit. 

Top up will be required for guests holding off-peak tickets and wish to visit on a peak date.

Singapore Flyer

Vouchers have been extended to 30 November 2021.

You may use your original voucher to visit. 

The new capacity per capsule is 7 pax. 

Singapore Flyer Beverage/Dining

You can postpone your Sky Dining and Beverage Flight bookings till 30 November 2021. 

Kindly request for an amendment at Ask Klook with your booking details and desired visit date. 

Singapore Cable Car 

Tickets have been extended to 31 December 2021.

For Sky Dining, email to enquiry@onefabergroup.com with your new intended date of visit. 

Snow City

Tickets have been extended till 30 November 2021.

You will need to book a new time slot on the Snow City Website. 

Science Centre Singapore

Visit date can be postponed for up to 2 months from the selected date. 

You can use your original voucher to enter. 

Madame Tussauds Singapore

Tickets have been extended for 6 months from your date of purchase. 

You will need to book a time slot on the Madame Tussauds Website for your new visit date. 

Jewel Changi Attractions 

Tickets have been extended till 31 December 2021.

You can use your original ticket to enter the attraction or redeem at the Jewel Concierge, depending on the ticket type purchased.

Hydrodash

Tickets can be extended for up to 3 months from your original participation date. 

Kindly request for an amendment at Ask Klook with your booking details and desired visit date. 

iFly Singapore

Tickets have been extended till 31 December 2021.

Drop an email to info@iflysingapore.com to reschedule your flight. 

The new capacity is 8 pax per flight. 

Trick Eye Museum

Tickets have been extended till 31 December 2021.

Make a time slot booking on the Trick Eye Museum website with your new desired visit date. 

ArtScience Museum

To amend the timeslot of your visit that was booked on MBS website, drop an email to museumenquiries@marinabaysands.com 

If you have not booked a timeslot, visit our Klook page to reserve a timeslot using the links provided for respective exhibitions. You may visit after reserving a timeslot with your original ticket.

Marina Bay Sands Skypark

Tickets have been extended till 30 September 2021. 

You can use your original ticket to enter.

Ola Beach Club

Email to Sports@olabeachclub.com to reschedule your visit. 

RiverCruise by WaterB

All tours from 22 July to 18 August 2021 have been suspended. 

You are allowed to postpone your date of activity to any date from 19 Aug to 31 Dec 2021. Drop an email to support@klook.com with your booking details and new intended date of visit.

Nerf Action Xperience 

Tickets have been extended till 31 December 2021.

You may reschedule your time slot at the NERF website

New Operating hours of 12 to 6pm from 26 July 

Kiztopia

Tickets have a validity of 2 months from your date of purchase.

Kindly request for an amendment at Ask Klook with your booking details and desired visit date. 

Royal Albatross

Drop an email to reservations@tallship.com.sg to reschedule your sail.

Singapore River Cruise

All tours from 22 July to 18 August 2021 have been suspended.

You are allowed to reschedule your participation date to any date from 19 August to 31 December 2021 by dropping an email to support@klook.com

The Original DUCKtours Singapore

All tours from 22 July to 18 August 2021 have been suspended. Operations will resume on 20 August 2021.

Please drop an email to sales@ducktours.com.sg to reschedule your tour

Tours

Tours are still allowed to go ahead, with a maximum group size of 20 pax, however, some tours have chosen to stop operating during this period. Tours with food and drink components that require the removal of masks, including dine-in F&B, food sampling/tasting, are also not allowed. 
The respective tour operators or Klook will be in touch with you to reschedule your affected tours. For additional queries, kindly submit them at Ask Klook with your booking details.

Cruises

Cruises are still allowed to sail with a capacity limit of 25% with new safety measures put in place. 
  • Travelling groups are limited to 2 per cabin and guests from the same household with bookings for more than 2 guests per cabin may opt to continue the cruise with proof of valid documentation of the individual's household details. 
  • Dine-in service at on-board restaurants will be temporarily suspended during this period.  For the comfort and convenience of guests, take-away and room service options will be made available.
  • Temporary suspension of indoor mask-off activities.
  • Permitted onboard activities will continue to operate at reduced capacity and with enhanced social safe distancing measures.
All customers with a Dream Cruises or Royal Caribbean booking between 22 July to 18 August 2021 would have received an email on 21 July 2021 with options to reschedule your sail. For additional queries, kindly submit them at Ask Klook with your booking details. 

Other Phase 2 (Heightened Alert) FAQs

Are F&B outlets within attractions open?
  • Some F&B outlets within attractions are still open but these are only available for takeaway not dining in. 
How many people can I visit the attraction with? 
  • You will only be allowed to visit attractions in groups of no more than 2 pax.
Can I still purchase tickets?
  • Yes. We advise purchasing your tickets online and making a reservation before heading down in case the attraction reaches its maximum capacity.