FAQs for Overseas Guests (outside China incl. Macao) to undergo compulsory quarantine

Pre Check-in:
1.    What’s included in the package rate?
2.    Can I reserve a room staying with relatives or friends?
3.    Can I reserve a room for a family? 
4.    Shall I book for twin occupancy if I will be staying with a child?
5.    What items can borrow for babies?
6.    Available for any staying guests who aged under 18?
7     What should we do if the quarantine period is different for the guests stayed in same room?
8.    Any deposit required upon check-in as FULL payment is made already?
9.    Can my relatives or friends make deliveries to me before check-in?
10.    Any FREE cancelation or amendment policy applied? What’s the REFUND policy?

During Stay:
11.    Any smoking rooms can be reserved?
12.    Any bottles of water in the room? What's include in the "ECO Pack"? 
13.    Any housekeeping service will be provided?
14.    Any laundry service will be provided?
15.    Can I cook in the room? 
16.    Can I use HDMI cable to connect with the TV in the guestroom?
17.    Can I leave from the room during the compulsory quarantine period?
18.    Any refrigerator provided in the room?
19.    What should I do if I feel unwell?
20.    Shall hotel buy medicine for me?
21.    Will hotel assist to keep my belongings if I am unfortunately tested positive for COVID-19 during the stay?
22.    What MUST DO when I open the door?

Meals & Delivery Arrangement:
23.    When will receive the meals?
24.    Any option of meals for specific dietary?
25.    Any option of meals for kids or babies?
26.    Can I order takeaway food from outside? Can my relatives or friends make deliveries to me?
27.    Can my relatives or friends pick any items back from me?

Pre Check-in:
1. What’s included in the package rate?

Package rate includes:
- 3 meals daily (Breakfast / Lunch / Dinner)
- Changing towels and pillow bags service (one-off basis)
- Complimentary luxury bathroom amenities
- Complimentary Wi-Fi Internet Access
- Complimentary in-room distilled water on arrival
- Complimentary local calls


2. Can I reserve a twin staying with relatives or friends?

Yes, twin sharing will be arranged for family members or friends by taking the same flight to Hong Kong.


3. Can I reserve a room for a family?

Yes, package rate is subject to different number of guests and different room type specified. Maximum two guests could be accommodated in Superior Room & Suite while maximum three guests in Dorsett Triple Room & Dorsett Family Triple Room. In such case, you could book two rooms for a family size of four persons; the first room booking for one adult with one child while the second room booking for the other adult with one child. Connecting room is available and is subject to hotel availability. 


4. Shall I book for twin occupancy if I will be staying with a child?

You could book for single occupancy if the second person is below 3 years old and the meals arrangement would be based on one person only.  If the second person is above 3 years old, you would have to book for twin occupancy and meals arrangement would be based on two persons.


5. What items can borrow for babies?

We offer a FREE rental baby in-room amenities, any details please refer to the form.


6. Available for any staying guests who aged under 18 ?

For minor aged under 18 years, he/she can be accompanied or unaccompanied by an adult for quarantine. For unaccompanied minor, the adult should sign the “Consent form for unaccompanied person staying in Designated Hotel”.

If the minor is to be accompanied by an adult during his/her stay, the accompanying person should apply for conditional approval from the Department of Health (HQTF). Both the minor together with the accompanying person should stay in the same room.
 

Application for Accompanying person (Form Download)

❏ The quarantine guests should bring a copy of such approval for the trip.
❏ The accompanying person, after showing the approval obtained from the Department of Health and then signing the “Undertaking form for accompany person” (Appendix D), would join the guest at the designated quarantine hotel.
❏ The accompanying person should by his/ her own or entrust the hotel to return the completed undertaking form to the Department of Health by email to caretaker_apply@dh.gov.hk, failing which the quarantine guests may have to be relocated to other hotels or to the quarantine centres. 


7. What should we do if the quarantine period is different for the guests stayed in same room?

If the quarantine period is different for the guests stayed in same room, the guest with shorter quarantine period, should complete application form and return to DH by email to caretaker_apply@dh.gov.hk prior to arrival.


8. Any deposit required upon check-in as FULL payment is made already?

A credit card deposit to guarantee the incidental charges at HK$1,000 per room is required upon check-in.  For guests without credit card, a third party credit card authorization form to be sent to hotel prior to guest check-in.


9. Can my relatives or friends make deliveries to me before check-in?

Yes, your family or friend may make deliveries to hotel between 7 am – 9 am / 11 am – 2 pm / 5 pm – 8 pm on your day of arrival. Please note the items in point 26 are NOT ALLOWED to deliver to those persons under quarantine in Hotel and hotel reserves the right to check all items or to reject delivery.


10. Any FREE cancelation or amendment policy applied? What’s the REFUND policy?

Free cancellation and amendment (except guest name) up to 7 days prior to arrival. We offer full refund if your flight got cancelled, amended or associated with a confirmed case of COVID-19, you need to provide related documents.

In case the required quarantine period on your Quarantine Order less than the number of nights you have booked with us, we will offer full refund for the extra nights you have booked. Further supporting documents must be required


During Stay:
11. Any smoking rooms can be reserved?

This is a 100% smoke free hotel, any individual found smoking in the hotel will be liable to a fix penalty of HK$1,500 per time. Smoking outside the room will be deemed breaching of the quarantine order, offenders will be referred to the police without prior warning. 


12. Any bottles of water in the room? What's include in the "ECO Pack"? 

There will be 6 bottles of distilled water in each room. Please use electric kettle for boiling water if necessary. “ECO Pack” will be provided upon check in which include Cutlery Set, Cleaning Detergent, Dish Cloth & Sponge, provide you CONVENIENCE & GREEN service during your stay!


13. Any housekeeping service will be provided?

Hotel will NOT provide housekeeping service throughout the quarantine period. 


14. Any laundry service will be provided?

No laundry service to be arranged during the quarantine period, you can buy liquid detergent on Dorsett Mart (a 24-hour online shopping platform).

15. Can I cook in the room?

To ensure the safety of all the hotel guests, using any type of cooking appliances to cook in the guest room is prohibited. Guest will be liable to a fee for any damage caused to the property.

16. Can I use HDMI cable to connect with the TV in the guestroom?

Yes, the devices can be connected by yourself in the guestroom.

17. Can I leave from the room during the compulsory quarantine period?

According to the Quarantine Order, travellers must not leave guest room until further notice. Breaching the quarantine order is a criminal offence and offenders are subject to a fine and imprisonment. As per the Hong Kong SAR Government’s instruction, the IMMEDIATE consequence is to be removed from hotel and sent to Quarantine Camp right away. Room payment will be forfeited and no refund to be made due to guest’s violation of government regulations.

18. Any refrigerator provided in the room?

There is a mini-fridge and is suitable for storage of drinks only, please do not store any food or dairy products. 


19. What should I do if I feel unwell?

If you are feeling unwell, please contact Home Quarantine Task Force at phone number +852 21521133 or +852 21251999 or hotel’s front office at ext. 1.


20. Will hotel buy medicine for me?

Hotel is unable to provide any medication for guests as per the Hong Kong SAR Government’s instruction. Please call Home Quarantine Task Force at phone number +852 21521133 or +852 21251999 for further arrangement.


21. Will hotel assist to keep my belongings if I am unfortunately tested positive for COVID-19 during the stay?

Hotel will keep the luggage until it was being picked up by an authorized person.


22. What MUST DO when I open the door?

All guests MUST WEAR A MASK before open the door whatever collect meals, place garbage or linen outside the door and / or check-out.


Meals & Delivery Arrangement:
23.    When will receive the meals?

Meals will be started to deliver on 8:30am, 12:30pm & 6:30pm respectively; all meal box should be placed outside your front door. Delivery time may be delayed in the event of assisting guests to complete the combined nasal and throat swab test as soon as possible; sorry for any inconvenience caused


24.    Any option of meals for specific dietary?

Vegetarian items are available; please contact us for any special dietary requirement in advance. 


25.   Any option of meals for kids or babies?

Child under age 11 would available to enjoy our Kids Menu with daily breakfast, lunch & dinner during quarantine; We specially sourced some popular baby food or baby wipes which available to order in Dorsett Mart, all selected items are natural & healthy, suitable for baby aged under 2 years old, please Get cash credits & FREE to redeem in Dorsett Mart.


26.   Can I order takeaway food from outside? Can my relatives or friends make deliveries to me?

Yes, please provide your name & room number to your family members / friends / delivery courier (prepayment), hotel will deliver the food to your room accordingly (outside food delivery service is only applicable from 7am – 9am / 11am – 2pm / 5pm – 8pm daily). You may also enjoy our Dorsett Mart – a 24-hour online shopping platform with wide selection of grocery items and fitness equipment. Please note the following items are NOT ALLOWED to deliver to those persons under quarantine in Hotel and hotel reserves the right to check all items or to reject delivery below items:

-    Dangerous goods, prohibited goods, flammable or controlled goods prescribed by Hong Kong laws/regulations;
-    Cigarettes;
-    Glassware;
-    Pornographic and indecent publications or audio-visual materials;
-    Uncooked food and meat (including eggs, sashimi, ham slices, etc.) (except for fruits and vegetables/melons that do not normally need to be cooked);
-    Alcohol or alcoholic products and drinks;
-    Drinks or cooked foods with soup/ liquid food inside containers/packages that could not be tightened up;
-    Sharp tools (eg. Knife & sharp end scissors);
-    Valuables;
-    Express mail or items (For safety reasons, Hotel staff will not open them for inspection);
-    Electrical appliances or non-daily necessities delivered without the approval given by Hotel manager or authorized officer.


27. Can my relatives or friends pick any items back from me?

No items can be delivered from guest room to outsiders to avoid cross contamination.