June 25, 2020
As we face a unique and unprecedented time in the travel industry due to Covid-19, Atlantis continues to look forward to bringing our guests together on exciting vacations that create lasting bonds and friendships in the LGBTQ communities. We’re changing policies and adding new features to allow you to book with confidence and sail safely. As you can imagine, this is a changing landscape of information and we will endeavor to keep you updated as best we can. Please continue to watch this page for the latest updates.
The safety, security, and well-being of our guests, entertainers, team, and shipboard crew, will always be our number one priority on all Atlantis vacations. We understand that some of you considering or planning an upcoming vacation may have questions and concerns right now and want to assure you that we are constantly reviewing the best possible options and opportunities to ensure your safety and make the experience fantastic in every way.
Since most of our vacations are many months out, we have time to both plan and respond to changing protocols in operations and booking. A great deal can change in a few months, hopefully for the better as the cruise industry starts to return to a more “normal” mode of operations.
Towards that end, Atlantis is committed to both creating a friendly and welcoming experience as well as ensuring that our cruise and resort partners maintain the highest standards for your safety and health during your vacation.
To make planning easier in this uncertain environment, we are now offering additional flexibility in booking, with the ability to now move your vacation to a later date if you cannot or do not want to travel.
New Book with Confidence Policy – Play It Forward
We want to give you the confidence and flexibility to make a reservation now with the ability to make some changes without penalty. If you decide you don’t want to travel, you can now cancel your Atlantis or RSVP vacation up until 60 days prior to your scheduled departure date and receive a Future Vacation Credit (FVC) for the full amount.
Our Play It Forward offer is valid for all bookings made before September 30, 2020, and reservations may be transferred to any Atlantis or RSVP vacation scheduled to depart before April 30, 2022. Additional terms and conditions apply, see below for details.
Current Vacation Status
We have had several cruise and resort vacations cancelled in 2020 due to Covid-19 and hope that we will not see any others. However, we want you to be prepared and will continue to update this section with any news about our upcoming vacations.
Here’s the status of our currently planned vacations:
Vacation Dates Status Amsterdam to Barcelona Cruise July 12-22, 2020 Cancelled.
Guests are being contacted with vacation credit and refund information.
Rome to Venice Cruise August 8-17, 2020 Cancelled.
Guests are being contacted with vacation credit and refund information.
Club Atlantis Lux November 28 – December 5, 2020 Operating as scheduled. Allure Caribbean Cruise January 17-24, 2021 Operating as scheduled. Apex All-Stars Cruise February 27 – March 6, 2021 Operating as scheduled. Odyssey Med Cruise August 29 – September 7, 2021 Operating as scheduled.
Assuring Your Safety
Our cruise and resort partners continue to receive and share real time updates on the preventative measures and protocols being implemented based upon CDC and WHO standards and recommendations. Each has their own policy and we will post those in the relevant vacation section for each of our trips in the “Already Booked” page.
We will work closely with our partners to adapt our programming and experience to the new protocols. We don’t have all the answers yet, nobody does, but we will make sure that no matter what this is still very much an Atlantis experience in every way. Again, please visit the “Already Booked” page for each trip for specific details.
As we get closer to each departure, we will update this page with more detailed information.
For frequently asked questions and information regarding the Coronavirus and how it impacts travel worldwide, please visit the following websites:
- World Health Organization (WHO)
- WHO Travel Advice
- United States Centers for Disease Control and Prevention (U.S. CDC)
- European Centre for Disease Prevention and Control (ECDC)
- CLIA Coronavirus FAQs
- CLIA Public Health and Medical Policy
- Cruise Critic Article: What Are the Latest Cruising Rules From the CDC?
Some Frequently Asked Questions about Covid-19 and Upcoming Cruises
Why can’t Atlantis offer the same flexible policies as the major cruise lines?
Simply put, we don’t have a fleet of ships or weekly departures to transfer bookings to, nor do we have a robust market or financial resources to cover cancellations. The major cruise lines handle hundreds of thousands of passengers on hundreds of ships daily. We obviously don’t have that fluidity in the marketplace. Atlantis is a special event, similar to a festival or concert where our vendors and suppliers are paid years in advance under non-refundable contract terms. Atlantis has taken substantial financial risk to charter our ship and our policies are created to allow us to bring these experiences to you in a fair and reasonable manner.
We have implemented several flexible cancellation policies to accommodate changes including our new “Play It Forward” policy to allow you to move a vacation to a later date with no penalty.
What happens if the cruise is canceled?
If your cruise is canceled by the cruise lines you will receive your choice of a credit towards a future Atlantis vacation (with a bonus incentive), or a full refund. If you are on one of our recently cancelled vacations, and have booked with Islanders Travel please contact us for details and more information
What if the itinerary changes?
Itineraries can change at any time due to a variety of factors. We would let you know as far as possible in advance and of course would work to find an equally exciting itinerary for you.
What if I’m not allowed to travel due to government issued restrictions?
If a government restriction does not allow you to travel, we would allow you to cancel and give you a credit for the full value of your cruise towards a future vacation in the next 2 years.
Why is my Refund Taking So Long?
When we cancel a cruise, we first have to wait for the cruise lines to remit funds back to Atlantis before we can issue refunds. This can take up to 90 days from the cancelled sailing and we have no control over the process. Then, after we receive the funds, it is unfortunately a manual process to match each original transaction with the appropriate refund amount. That takes time and we have thousands of individual transactions to process.
Once the refund is processed on our end, it can take another week or longer for your credit card company to show it on your statement.
Please do not file a dispute with your credit card company if you have a refund requested and in process. Once a dispute is filed, we are not able to process your refund until it clears and that can take up to an additional 60 days.
Overall, we anticipate processing all refunds within 60 days of the initial request, assuming we have received funds from our cruise line partners.
Yes, it’s a slow process, but most of the large cruise lines are estimating 60 days or longer. Remember, we are a tiny company and please understand that our team is working hard to serve you. We know this takes a long time and truly appreciate your patience.
Play It Forward Terms and Conditions
Atlantis Events “Play It Forward” program allows guests who booked a cruise on or before September 30, 2020, for vacations operating between August 1, 2020 and June 30, 2021, to cancel their vacation up to 60 days prior to the vacation start date and have the option to either (i) receive a Future Vacation Credit equal to the full amount of the total amount paid, or (ii) move their booking to an eligible alternate vacation at full value. Any penalties previously assessed based on the prior vacation’s penalty schedule will follow the booking to the new sailing. The Future Vacation Credit will only apply to bookings for named guests for which fares have been paid in full. One name change is permitted free of charge, but at least one original guest must travel on the new booking. Non-refundable suite bookings in our top categories are not eligible for this offer.
To receive the benefit of “Play it Forward” guests must opt-in by calling Atlantis at 310-859-8800. If the guest opts to cancels, a Future Vacation Credit (FVC) will be issued for the full amounts paid to Atlantis. The FVC is non-transferrable and may not be redeemed for cash. The FVC’s value may be applied toward the amount due on a new booking with Atlantis or RSVP Vacations for a sailing on or before April 30, 2022. All bookings are subject to availability at the time of the request. If not used on or before the expiration date, the FVC will automatically expire and have no cash value. Restrictions may apply on stateroom category and applicable pricing and promotions. Guest will remain responsible for paying the applicable deposit amounts, taxes/fees and other costs for the new booking. Atlantis reserves the right to correct any errors, inaccuracies or omissions at any time without prior notice or liability. Offer can be withdrawn at any time without notice. ©2020 Atlantis Events Inc.