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    Frequently Asked Questions

    COVID-19 FAQ

    Can I cancel or amend my reservation that was booked directly via your website?

    We have instituted a series of cancellation and postponement policies to ensure that you benefit from it.

    New reservations (for bookings made between now till 30 June 2020):
    • Full waiver/cancellation of any stays (14 days or less) before 30 June 2020
    • Cancellation must be made at least 24 hours to arrival date. Any changes to existing reservations will be subject to availability and rate differences.

    Existing reservations (including pre-payment and advance purchase rates)
    • Full waiver/cancellation of any stays (14 days or less) before 30 June 2020
    • For stays beyond 30 June, you can choose to postpone your stay or request for a cancellation (subject to terms & conditions).

    As policies may vary from time to time due to changes in local government regulations and travel restrictions, please contact the property in question directly or visit their FAQ page.

    Can I cancel or amend my reservation that was booked via third-party or online travel agents?

    Bookings made via third-party or online travel agents should be referred to the booking vendor directly for more information on their cancellations / amendments policies.

    How do I cancel or amend corporate / group reservations?

    For corporate, group or long stays (more than 14 days) reservations, please contact the property or sales manager directly.

    Can I cancel my reservation within 24 hours due to a government-issued travel ban, flight cancellations or other COVID-related issues?

    For cancellations within a short notice or 24 hours prior to arrival, please contact the property directly for immediate assistance.

    Are there any documentations or requirements for me to stay your properties? Are there any groups of people who are restricted from staying at your property?

    Our properties operate in adherence to local regulations and recommendations hence, requirements and restrictions will vary accordingly. For more information, please contact the property directly.

    Do you accept foreign guests who are not affected by the travel restrictions and are seeking alternative accommodations?

    We welcome all guests in accordance to local regulations and recommendations. For reservation enquiries, please contact the property directly.

    Which of your properties are open?

    We are constantly monitoring the developing COVID-19 situation globally and we remain guided by the directives set out by the relevant authorities on all leisure and non-essential businesses. Most of our properties continue to remain open with heightened measures in place for the safety of our guests and staff.

    Should you have enquiries about your reservation or of the property, please contact us at reservations.global@frasershospitality.com or visit the property website for more information.

    How do I know if the property I have booked with will close temporarily?

    Due to the developing situation of COVID-19 and its uncertainties, we will work alongside you to allay any concerns you may have with regards to your reservations. The concerned property will be in touch with all guests that have a upcoming reservation. To find out more of the property, please contact us at reservations.global@frasershospitality.com or visit the property website for more information. 

    What happens to my reservation should a property decides to close temporarily?

    The property will reach out to you as soon as they can should any reservations be affected in the event of changing local regulations.

    Are you accepting new check ins/ reservations?

    We are always ready to welcome you. Our properties will operate and accept reservations in accordance to local regulations. Restrictions, if any, will vary accordingly. For reservations enquiries, please contact us at reservations.global@frasershospitality.com or the property directly.

    Has Frasers Hospitality been awarded with any hygiene accredition?

    At Frasers Hospitality, we have painstakingly and methodically implemented requirements above and beyond what is mandated by the WHO and relevant authorities. All of our properties, in their respective regions, are working towards acheiving the necessary accredition set out by the local authorities. 

    What are the sanitation routines and policy in place now due to COVID-19?

    We are actively monitoring the Centers for Disease Control and Prevention and World Health Organisation for the latest policies. All our properties have heightened their preventive measures and our staff are well-informed to assist guests to ease any anxieties. This includes, but not limited to:

    • Intensified cleaning and sanitizing of public spaces and facilities
    • Contactless payment options made available
    • Availability of masks, sanitizers and thermometers upon request
    • Daily security and temperature checks of staff and guests
    • 24/7 management support team to implement any additional and immediate measures recommended by health authorities

    Are there screening measures in place for guests and staff?

    Anyone (guests, staff, visitors and vendors alike) entering the property premises will have to undergo temperature screening and adhere to stringent safe distancing measures in place. 

    What happens if another guest in the same property is infected with COVID-19 during my stay? What kind of help and support can I expect from the property?

    We have instituted a stringent set of protocols and precautionary measures to ensure that you remain safe at all times. All of our staff are also well equipped and trained to handle such situations. We constantly remind all guests and staff to remain vigilant, practice good hygiene, and to immediately seek immediate medical attention if they are feeling unwell. Please be assured that our team is always on ground to offer the necessary assistance in times of crisis or uncertainties. 

    Are your properties being block-booked by the government/used as quarantine facilities?

    None of our properties are being used as a quarantine facility at the moment. Frasers Hospitality is continuously monitoring the situation and remains in direct contact with the local government to ensure that communication remains open and that the most relevant information given to our guests and staff is up-to-date. 

    Do you have stepped up cleaning protocols for hotels in locations where there are confirmed COVID-19 cases?

    All our properties are monitoring the local situation closely and following the protocols and policies implemented. We have been working closely with the relevant health authorities in all affected markets, to ensure that precautionary measures are undertaken at all our properties. Our staff and guests are also encouraged to reach out to the management should they feel unwell or display any related symptoms. 

    Are facilities open for usage? If not, when will they be open for use?

    As we adhere to safe distancing directives set out by the relevant authorities, most on-site recreational facilities such as Swimming Pool remain close at the moment. In common public areas such as the Lobby and Residents' lounge, minimal gatherings and interactions are encouraged. We strongly urge our guests and staff to join us in our effort to flatten the curve.

    Safe distancing signage are in place for facilities that remain open which all guests are reminded to adher to. For more enquiries on facilities and operational hours, please contact the property or visit the website for more information.

    Can I request for reduced contact services (eg. housekeeping) as I prefer to minimise unnecessary contact?

    Yes of course. We continue to offer a range of flexible services to our guests, depending on their needs.

    With these newly minted measures in place, how different will my stay experience be?

    Our properties are keeping pace with the changes in local advisories and extending flexibilty where needed. We remain commited to maintain the highest standards of hygiene, cleanliness and service for your well-being and safety. Our staff dedicates to ensure that your stay continues to be memorable and comfortable at all times. 

    General FAQ

    Where can I find the best rates?

    The best rates guarantee and promotions can be found on our Offers page or through our reservations department at sales.frshanghai@frasershospitality.com

    What kind of services and facilities do you offer?

    Fraser Residence Shanghai offers a full range of facilities and services within the property. For a comprehensive list of our facilities, please click here. All our apartments are equipped with water and air filtration system as well.

    Do you have a pick up service?

    Yes, please contact us at sales.frshanghai@frasershospitality.com 

    Is there any subway station nearby?

    Line 8 Dashijie Station and Laoximen Station are a 5 minutes walk away. Line 1 South Huangpi Road Station is 10 minutes walk away.

    Do you provide internet access?

    Yes, complimentary high-speed wifi is provided throughout the property.

    Where can we eat? Is there any supermarket?

    There are 2 restaurants located within our residence, Element Fresh and Mayita. Xintiandi is 6 minutes walk away and a wide range of restaurants, café and bars are located within 10 minutes walk. For your convenience, City Supermarket is only 1 minute walk away. .

    When is the check-in time?

    The check-in time is at 2pm (Early check in is subject to availability)

    When is the check-out time?

    The check-out time 12pm (Late check out is subject to availability)

    What time is the Breakfast served?

    Breakfast is served from 7am - 11am at our all-day dining restaurant, Element Fresh.

    Do you have a laundry room?

    All apartments are equipped with in-room washer and dryer. In addition, we also provide laundry and dry cleaning service.

    What are your facilities for free usage?

    Complimentary usage of 24/7 gym, indoor swiming pool, guest lounge are provided for our guests.

    Where can I go for shopping?

    Both Huaihai Road and Xin Tian Di are the most popular shopping hubs. Alternatively, feel free to speak to our Client Relations executive for recommendations.

    Where can I find the closest bank, ATM and exchange office?

    These services are conveniently located next to our residence.

    Do you provide newspapers?

    Complimentary newspaper is provided at the Guest Lounge

    Is there a supplement for children?

    There is an outdoor kids area catered to children below the age of 12.

    Do you accept pets?

    Fraser Residence Shanghai is a pet-friendly serviced residence. However, pets are restricted to cats and small dogs only with valid UK Kennel Club certificate. Pets are only allowed for stays of 30 days or more. 

    Do you provide extra beds and baby cots?

    Extra bed is CNY150 per night and complimentary baby cot is available upon request.

    Do you provide car parking and how much does it cost?

    Underground car parking is at RMB10/hr or RMB80/full day.

    Is there reception/conceirge 24 hrs?

    The reception, conceirge and security services are 24/7.

    Do you provide shuttle service to the airport?

    We do not provide shuttle service to the airport. However, we will be able to arrange Limousine or Taxi service upon request.