Information on Coronavirus (Covid-19)
Update March 27, 2020
Atlantis has never cancelled a vacation in almost 30 years, but due to the impact of Covid-19 we have unfortunately been forced to cancel three of our upcoming vacations.
All guests booked on the following vacations as of March 8, 2020 will receive a Future Vacation Credit (FVC) to come back on any Atlantis or RSVP vacation through December 31, 2021. We want to make it worth your while to come back so your FVC is worth substantially more than what you paid, depending on how you decide to use it. We’re offering the following added values for our upcoming vacations:
Future Vacation Credit Bonus
|New Booking On||Summit
|Club Atlantis Cancun|
|All 2020 Vacations||150%||150%||125%|
|2021 Atlantis or RSVP Cruises on Celebrity||125%||115%||115%|
|All Other 2021 Vacations||115%||115%||115%|
We are also adding a new cruise on Virgin and will have a special offer for those guests who were originally on the Virgin cruise.
The amount of your credit is based on the cruise fare paid multiplied by the above, plus a credit of 100% of paid taxes and gratuities. For instance, if you paid $1200 for your cruise and $375 for taxes and gratuities, your credit would be as high as $2175 for one of our 2020 vacations!
We will send a certificate to all guests with the specific dollar values calculated on it.
As for using your credit, we have a lot coming up both this year and next, even though some of this is not on our website yet. Atlantis celebrates 30 years with you in 2021 and we’re planning some really spectacular experiences, with more to be added soon.
If you prefer to forgo this credit and take the lower value in a full refund, we’re happy to process that for you. Given how fluid things are today and the extra credits being offered, we wanted to give you plenty of time to make up your mind. You have until December 31, 2021 to request a refund, so even if you don’t take a trip before that you can still get the refund later. In this uncertain time, we certainly think it’s worth waiting a bit in order to keep your options open.
To request a de-activation of your Future Vacation Credit and process a refund to your original form of payment, please click here and we’ll get the process started for you.
We will process refunds as fast as possible and realize that many of you need the funds quickly. The form has a place to request priority for those in more imminent need and we ask that you respect this so we can help those who need it most.
We are operating on a very limited staff at this time and each refund takes time to research and process. For that reason, we are asking that you only submit requests using the online form as it gives us a clear audit trail.
We know many of you have questions, so here are the answers:
What order will refunds be processed in?
We will prioritize those guests who have an economic hardship or immediate financial need. Otherwise all refund requests will be processed according to their original booking date, with the earliest first. That way it’s fair to all guests and not based on when the refund request was made.We will begin processing refunds once we receive funds back from our suppliers.
Can the FVC be transferred to another guest?
The credit is only valid for the original guests booked. However, we will allow one name change free of charge for one guest in a stateroom.
How do I use the Future Vacation Credit (FVC)?
When you are ready to book, all you need to do is provide your name and the cancelled cruise and we will look up the details of your FVC. We are still implementing the system and will be able to apply credits starting in early April.
What if I book a vacation that’s lower in value than my credit?
If the new cruise fare is lower than the credit, we will issue you a new credit for the balance that you can use towards another vacation at the same value as listed above.
After I receive my Future Vacation Credit (FVC), can I choose to change to the 100% refund?
Yes. All guests have until December 31, 2021, to decide to change their FVC to a refund.
How can I start the process for a full refund?
The refund request form can be found at the following link: https://www.research.net/r/FVCoffer
When will I receive a refund?
We are doing the best we can but have thousands of refunds to process and each is a manual activity. We are prioritizing those who are in the most need, but please realize it could take up to 30 days.This is in line with the industry. Celebrity is telling guests it will be 30 days. Other lines are telling them it will take longer.
Can I use the Future Vacation Credit (FVC) on an existing booking?
Yes, FVC’s can be applied to an existing reservation.
Can the Future Vacation Credit (FVC) be used with any special offers?
The bonus credit may be used with any published rate, including our discounted alumni rates, but may not be combined with any other special offer.
Update March 9, 2020
Change to Atlantis Cancellation Policy
In order to provide our guests more flexibility in these uncertain times, we are modifying our cancellation policy to allow you more time to hold onto your vacation booking without concern of a financial penalty. You now have more time to keep a booking before incurring any real penalty.
If you cancel your booking up until 60 days before departure, all deposits and payments made may be applied in full towards another Atlantis vacation through December 31, 2021. Once we are within 60 days of departure our regular policies apply. Please see important terms and conditions at the bottom of this page for more details.
We hope this temporary policy change provides you with the peace of mind that your payments are safe and that we understand your concerns.
Update March 5, 2020
Important Notice To Guests
We are closely monitoring global developments regarding the coronavirus (COVID-19), and along with our cruise and resort operators, are fully focused on protecting the health and safety of our guests and crew members. We want to assure you that at this time there are no changes to the operations of Atlantis vacations, but that several new measures have been put in place for your safety that you should be aware of.
To comply with guidance from the Centers for Disease Control and Prevention(CDC), World Health Organization (WHO) and other public health authorities around the world, our cruise lines are implementing several global measures to protect guests and crew. Atlantis is working closely with every one of our cruise lines to assure your safety. Every cruise line has slightly different policies and you can find the specifics of each line’s policy at the links below:
Celebrity Cruises: https://www.celebritycruises.com/travel-alert
Royal Caribbean: https://www.royalcaribbean.com/cruise-ships/itinerary-updates
These restrictions impact very few of our guests. If you are impacted by one of the policies above, please contact our reservations team immediately and we will work with you to accommodate your situation.We anticipate that most of these safety precautions will be temporary and are planned to remain in place for a projected period of 30 days. Atlantis reviews each cruise line’s policies daily for revisions and will continue to post any relevant changes on this website. Please refer to the operator policy for specific updates.
In coordination with all passenger cruise lines, medical experts and regulators around the world, the industry will continue to closely monitor for new developments related to COVID-19 and will modify the above policies as necessary with the utmost consideration for the health and safety of passengers and crew. With strict measures in place, as guided by national and international health authorities, each of our cruise lines, in concert with pronouncements from the World Health Organization, do not believe restrictions on the movement of ships are justified.
Atlantis is also closely monitoring and following government travel advice fromthe US Department of State, WHO and CDC. These organizations have access to high quality on-the-ground information as well as health and intelligence resources that help deliver a fact-based overview of the situation.
You can find detailed information for your reference here:
All Atlantis vacations are planned to operate as scheduled and to date there have been no cancellations or modifications to the itineraries of sailings in the regions that we have planned charters. Should the situation change we would notify all booked guests in advance of the sailing. In the extremely unlikely event of a cancellation by one of our cruise lines, we would refund all guests in accordance with our terms and conditions.
Terms and Conditions for Temporary Cancellation Policy
This change to our cancellation policy is temporary and applies to all cruises sailing through August 31, 2020. Deferred deposits and payments are non-transferable and must be used on a 2021 Atlantis vacation or will be forfeited. If a partial refund is issued, normal processing fees of $50 or more will apply, but will be waived if funds are applied to a future vacation. Refundable payments applied to future programs will remain refundable, subject to the time frame of the new program.