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Message from Aquila Hotels & Resorts S.A.


Message from Aquila Hotels & Resorts S.A.

As a valued guest, we wanted to take a moment to reach out to you on behalf of the entire Aquila family. Aquila Hotels & Resorts has been guided by the timeless wisdom of the Golden Rule: to treat others as you would have them treat you. During these uncertain times, the Golden Rule is a beacon that shapes the way forward. At Aquila, this means caring for each other, taking responsible actions to stop the spread of COVID-19, and protecting our people and all who choose to stay or live with us. Importantly, it also means continuing to offer a comforting and enjoyable experience to our guests, and a safe workplace for our employees. As we look ahead to the future of hospitality and travel, we are implementing full-scale enhancements to our already stringent health and safety procedures.

The Aquila experience may look different in this new environment, but it will feel the same; ultimately, it will still be our people delivering the same attention to detail, intuitive service, and personalized care for which our brand is known and trusted. We also understand your need for flexibility when planning future travel and visits to your Aquila Hotel or Resort. To that end, we encourage you to review our latest cancellation policy and to contact a member of our reservations team to discuss your future plans. The coronavirus situation is evolving rapidly, and changes in travel arrangements or holiday plans can happen at a moment’s notice. We fully appreciate that such changes are often unsolicited, and wish to inform you that we are responding with increased flexibility.

Finally, we would like to take this opportunity to personally thank you for the trust and loyalty you have shown us over the years. At Aquila Hotels & Resorts, we have proudly represented the traditions of hospitality for 15 years, and time has shown us that it is always in the most difficult moments that our values of empathy, respect, and exceptional care for our guests, have made a real difference. We have always been dedicated to serving, and this will not be any different today or indeed in the future. We wish you good health, and we look forward to welcoming you again to one of our hotels in the future.

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Get ready for travel - Customer tips and information for going on holiday to Greece

Get ready for travel
Customer tips and information for going on holiday to Greece

As travel restarts and destinations recovering from the pandemic, we are looking forward to welcoming our guests again, it is quite possible that your visit during 2021 in our Aquila Hotels might look or be different to previous experiences. For example, there might be changes to food service such as buffet options; the Aquila Hotels might operate self-check-in or there may be additional health screenings at resort, there might be fewer restaurants open; as well as changes to entertainment available in resort.

To help you get ready for travel, here are some useful tips as you prepare for your trip. Please be sure to read the information carefully and share it with other members in your party.

In any case, please feel free to contact us for any additional information you might need.



BEFORE YOU TRAVEL – DO YOUR RESEARCH



TRAVEL INSURANCE
  • Never travel without insurance.
  • Make sure you have valid travel insurance with sufficient cover for your holiday and check that your cover includes illness, repatriation and that you are covered for any activities before participating.
  • Take a copy of your travel insurance policy and the emergency assistance contact number with you.
  • Leave a copy of your travel details with your next of kin or an emergency contact.
PASSPORT AND ENTRY REQUIREMENTS
  • Check the expiry date on your passport to ensure it will be valid when you plan to travel and make sure you give yourself plenty of time to renew it if necessary.
  • Apply for visas in sufficient time.
HEALTH ADVICE AND VACCINATIONS
  • Read the health advice and check the health and vaccination requirements. If vaccinations are required speak to your doctor.
  • Keep up to date with the Greek laws and public health requirements relating to your destination and consider what you will need to take with you to comply with local country requirements when you’re away, such as face coverings.
DESTINATION REQUIREMENTS
  • Research your destination to understand local customs, etiquette, and dress codes and pack accordingly.
  • Make sure you are aware of any local COVID-19 measures that should be followed.
  • Check whether you need to quarantine on your return to your country.
  • Check whether your accommodation has any specific COVID-19 measures in place that you will need to follow.
PLAN AND PACK FOR A SAFE JOURNEY
  • If you have accessibility requirements discuss them with your travel provider as it may be necessary to modify certain services to comply with COVID-19 measures.
  • Check with your airline or transport provider for any specific requirements for travel, for example luggage policy and changes to check-in procedures and find out whether meal services are available onboard, as you may need to make alternative arrangements.
  • Plan your journey in advance, check the airport website for details of any measures they have introduced to aid a safe check-in and movement through the terminal. Airport facilities such as shops and restaurants may be closed or have a reduced capacity.
  • If using terminal lounges, check they are open and operational, and what requirements may be in place. It may be necessary to book in advance.
  • Pack sufficient face coverings for your trip, remember that you will need to replace face coverings regularly or wash reusable masks after each use.
  • Carry a copy of your holiday booking confirmation and contact details of your travel provider in your hand luggage.
  • Follow the luggage policy of your transport provider, including any weight or carriage restrictions, keep hand luggage to a minimum. Check your airline policy for what you can and cannot take on board.
  • Pack a supply of face coverings and hand sanitizer in your hand luggage.
  • If travelling with children, carry baby formula, nappies and items such as books or a game in your hand luggage, to keep them occupied.
  • Keep a copy of the ID pages of your passport somewhere safe throughout your holiday.
  • On arrival, cash might not be accepted. Some outlets will ask for card payments only, so speak to your card provider before you go to make sure your cards are set up to be used abroad and, wherever possible, are contactless.
  • Ensure you have the correct documents for travel eg medical certificate, visa.

DURING TRAVEL – FOLLOW THE GUIDANCE



TRAVEL TO THE AIRPORT/TRAIN STATION/PORT
  • Plan your route in advance and if using public transport or private transfers, check their policy regarding social distancing and face coverings.
  • Allow sufficient time to get to the terminal building.
  • If self-driving, check what the COVID-19 management procedures are for parking and travelling to the terminals.
AT THE TERMINAL BUILDING
  • Arrive early as everything will take a little longer.
  • Social distancing measures could mean that it takes longer to get through security and immigration checks so leave plenty of time.
  • Some airlines and transport providers have increased the check-in time, but boarding gates may close earlier.
  • Observe terminal rules including social distancing measures such as floor markings and directions of flow when moving around the building.
  • Follow security instructions and social distancing requirements in queues.
  • Observe strict hygiene measures such as handwashing and the use of hand sanitizer.
  • Face coverings should be worn throughout your travel journey, only removing them if asked to do so by airport staff.
WHEN YOU’RE AWAY
Make sure to follow the advice of the Greek and public health authority in destination.
Measures in place are designed to keep you and the local people safe.
Speak to your travel provider or accommodation staff if you are unsure of any of the local
requirements or measures you may need to follow.
For example, there may be changes to:
    • Reception and concierge services.
    • Dining room and meal plan arrangements.
    • Use of pool, beach and leisure facilities.
    • Entertainment and animation programs.
    • Childcare, children’s clubs and babysitting services.
    • Housekeeping and cleaning regimes.
    • Medical services
    • Social distancing and face covering requirements.
  • Accommodation and transportation providers will have enhanced cleaning regimes, and illness and hygiene monitoring procedures in place which should be followed.
  • If you or any of your party feel unwell at any time during your stay, notify your travel provider and accommodation staff. Follow any advice provided to you, this may include self-isolation, seeing a doctor and having meals delivered to your room.
  • If during your visit you are contacted by the NHS test and trace service, you should follow their advice and advise your accommodation provider, travel provider and insurance company.
  • Follow any local requirements such as wearing face coverings and social distancing rules when using public transport, visiting local attractions or shops and visiting hospitality venues such as pubs, bars and restaurants.
  • Discard of disposable face coverings and other non-reusable products safely after use.
JOURNEY HOME
  • Allow sufficient time to get to the airport/port/station.
  • Plan your route in advance and if using public transport or private transfers check their policy regarding social distancing and face coverings.
  • If you have a hire car, check with the company concerned for any special requirements regarding returning the vehicle.
  • Arrive early as everything might take a little longer.
  • Social distancing measures could mean that it takes longer to get through security and immigration checks so allow plenty of time.
  • Some airlines and transport providers have increased the check-in time, but boarding gates may close earlier.
  • Observe terminal rules including social distancing measures and floor markings and directions of flow when moving around the building.
  • Follow security instructions and social distance requirements in queues.
  • Observe strict hygiene measures such as handwashing and the use of hand sanitizer.
  • If using terminal lounges, check they are open and operational, and what requirements may be in place.
  • Follow local rules regarding face coverings throughout your travel journey.

ON ARRIVAL BACK TO YOUR COUNTRY
  • If you feel unwell, contact your doctor and advise of your travel history, and follow any advice given.
  • If you are diagnosed with COVID-19, notify your tour operator or travel provider.


Last update 04/12/2020
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Cancellation Policy & Booking Flexibly

Opening dates of Aquila Hotels & Resorts

  • AQUILA ELOUNDA VILLAGE 28/03/2021
  • AQUILA PORTO RETHYMNO 28/03/2021
  • AQUILA RITHYMNA BEACH 28/03/2021
  • AQUILA ATLANTIS will remain closed until 09/01/2021

In recent months, COVID-19 has impacted our lives in ways we could have never anticipated. Never before in our lifetime could we have predicted a crisis that would bring ordinary activity to a halt around the world.

As the world adjusts to new travel norms and expectations, we look ahead; we envision and hope for a brighter, freer future. Driven by a passion for delighting the people we serve, we never stop striving to enhance our guests’ experience.

We continue to remain vigilant and follow the recommended procedures and protocols of both national and local authorities. We set the safety of our guests and our team as our top priority and ensure you that all precautionary measures, deemed necessary, are taken.

We are here to help you & keep the Summer Dream alive!

We continually offer flexibility and planning comfort by updating our cancellation policy to reflect the most recent developments for more convenient & flexible travel.

For active or future reservations for season 2021

  • Directly reserved with Aquila Hotels & Resorts or through an Online Travel Agent
  • For Fully Flexible rates the following apply:

    1. You may cancel your reservation with no penalty up to 7 days prior to arrival (for the Atlantis city hotel: up to 1 day prior to arrival).
    2. You can modify your reservation to a later date within 2021 or until 31/10/2022 (for the Atlantis city hotel: 31/12/2021), up to 7 days prior to arrival with no penalty. Deposits will be transferred to your new reservation. Modified reservations falling into pricing periods the same as the original reservation will retain the initial price. Modified reservations falling into pricing periods higher than the original reservation will be charged with the price difference. Modified reservations falling into pricing periods lower than the original reservation will benefit from the price difference.

    For Non-Refundable rates the following apply

    1. You may cancel your reservation with no refund.
    2. Since we continuously try to be of assistance, we continue to offer free modification of non-refundable reservations. Reservations can be modified to a later date within 2021 or until 31/10/2022 (for the Atlantis city hotel: 31/12/2021), with no penalty. Deposits will be transferred to your new reservation. Modified reservations falling into pricing periods the same as the original reservation will retain the initial price. Modified reservations falling into pricing periods higher than the original reservation will be charged with the price difference. Modified reservations falling into pricing periods lower than the original reservation will benefit from the price difference.
    • For reservations through a travel provider (Tour Operator, Travel Agent) please, contact them directly.

    It is you, our valued guests, who inspire us to continuously innovate and deliver the unique, exceptional experience that we do.

    Our aim is to offer you as much flexibility and planning comfort, as possible.

    We are all at your disposal on: [email protected]

    Aquila Atlantis City Hotel: [email protected]

    Stay Safe, be patient &..Dream!



    Last update 02/12/2020
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    Best of the Best Loyalty Club Additional rewards


    Best of the Best Loyalty Club Additional rewards



    We want to extend a sincere Thank You, to all of our loyal Best of the Best members! Your continued patronage and support mean the world to us and we are grateful that you choose Aquila Hotels when you travel.

    We recently added some additional rewards for 2020 to our Best of the Best loyalty club that we wanted to share with you:


    • Earn double stars for your stay

    • Free room upgrade (upon availability)

    • Send a friend and earn additional 100 stars in your Best of the Best account


    *the additional rewards do not apply to the Atlantis city hotel.


    We look forward to welcoming you back to one of our Aquila hotels soon!


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    Your Health, Safety and Well-Being


    Your Health, Safety, and Well-Being

    AQUILA Hotels & Resorts has been working for several weeks to create guidelines & checklists, that will serve to guide operations in the hotels when they reopen post-COVID.
    The key elements of the guidance revolve around social distancing and cleaning and hygiene practices. The guidance offered is based on current best practices taken from the World Health Organization, the European Centre of Disease Control, and Greek legislation.
    We have examined our client's journey within the hotel environment, from check-in to check out. Within this journey, we have provided guidance on various control procedures. Our aim is to prevent the spread of infection (POSI) from person to person and also from the hotel environment. We constantly follow revolutionary cleaning and hygiene technologies that provide total confidence to our guests, staff, and collaborators.

    Our team is working on the 4 phases to any effective COVID-19 response:
    a) During closure/lockdown: to ensure the facility is being well maintained.
    b) Pre-opening period: to ensure our operating procedures and systems are updated accordingly.
    c) Re-opening property: to develop and implement new infection control arrangements in place.
    d) Post-crisis continuation: for on-going verification of standards and certification.

    We are developing a Certification Scheme, which will comply all legislative acts and governmental orders, as well as all measures recommended by the National Public Health Organization and the World Health Organization, for the protection against the COVID-19 outbreak, and its high standards of hygiene procedures throughout all AQUILA properties, in order to ensure the health and safety of all guests and its staff.

    We will update our clients with all actions and procedures, as soon as everything has been decided, taking into consideration Greek and global legislation.


    Last updated 25-May-2020 10:00 GMT+2
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    AQUILA Partnerships and Alliances with Health Centers and Providers

    AQUILA Partnerships and Alliances with Health Centers and Providers.


    TÜV AUSTRIA CoVid Shield

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    TÜV AUSTRIA Group - Certificate

    Crete Hotels

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    Diversey professional disinfectants

    Crete Hotels

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    Covid-19 Prevention & Protection Measures

    Crete Hotels

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    W.S.P.C. Wine Service Protocol Guidelines

    Crete Hotels

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    Most Frequently asked questions

    MOST FREQUENTLY ASKED QUESTIONS

      1. CLEAΝLINESS
        Will Aquila Hotels update its cleaning practices & procedures?

        To make your stay with us safe and hygienic, Aquila Hotels work with professional disinfectants, certified according to European Standard EN14476.
        We follow the procedures given to us by Diversey, a global leader in cleaning and hygiene solutions.
        This makes us confident to welcome you in a secure space, in line with the recommendations of the WHO and the European Centre for Disease Prevention and Control.

        Will the frequency of room cleaning be increased?
        Room preparation prior to guest arrival has been adapted to Covid-19 protocols, for all in-room furnishings and surfaces with particular attention paid to high-touch items.
        Guests may choose to opt-out of room cleaning services during their stay.

        How often are public areas cleaned?
        Public areas cleaning frequencies ensure proper hygiene according to national standards.
        The regular cleaning and disinfecting in public spaces is performed with a focus on high-touch items, the counter at the front desk, elevators and elevator buttons, door handles, public bathrooms, escalator and stair handrails, bar and dining surfaces, etc.
        The Diversey auditing solution helps pinpoint areas that require improvement. This can optimize cleaning practices & reduce the risk of cross-contamination.

        Is there in place increased cleaning, maintenance & filter changes of air handling units?
        Cleaning of air handling & maintenance is in place as per Covid-19 protocol.


      2. SOCIAL DISTANCING – GUEST CONTACT
        Will Aquila Hotels be using signage in the lobby & public areas to remind guests to maintain social distancing?
        Yes, as per national guidelines.

        What hygiene and safety items are being used and made available to the guests?
        Within hotel premises, antiseptic, disposable face masks & gloves are available, when imposed by Covid-19 protocols, free of charge.

        Are there limits on how many people can assemble in lobbies or other public areas?
        In general, as per national standards, it is 1 person per 2 m. We are following the social distancing measures. Signage in public spaces will remind our guests to maintain required social distancing.
        Reception: Floor markers are also placed at the reception area, so an extra level of precaution is provided, for our guests and our associates.
        Restaurants: we have revised seating arrangements according to occupancy limitations to adhere to state & local, physical distancing guidelines.
        Tables, seating chairs, menus & mobile payment devices will be disinfected and wiped down before and after each seating. We will continue to adjust our food service in accordance with food safety recommendations.
        Room service will also continue to operate under strict measures to ensure your safety.


      3. FOOD SAFETY – FOOD & BEVERAGE OPERATION
        Will you be modifying operational practices for in-room dining and designing new approaches to buffets?
        In-room dining: Hazard Analysis & Critical Control Point system (HACCP) will apply, along with the implementation of all guidelines referring to COVID-19 protocols.
        When buffet service is being provided, we implement additional hygiene precautions such as:
        Social distancing, hand hygiene precautions, “floor marks” in front of service stations, bar´s, etc. to avoid queuing of guests.

        Will all-inclusive service be limited?
        Τhe variety and the assortment will not be limited.
        However, new standards in services may apply according to national regulations.
        The Aquila Premium All-Inclusive experience may look different in this new environment, but it will feel the same.


      4. CHECK-IN – CHECK OUT
        How check-in & check out will be conducted?
        We have invested in new technologies in order to offer you an upgraded and safe experience.
        Pre-check-in service will be provided to our guests, so queues and crowded stations are avoided.
        A simple visit to reception to get your room key is only required.
        Also, all menus of the hotel will be available to our guests' mobile devices via QR code.

        Do I need to have any medical documents with me?
        Please, refer to the guidelines of your country, or contact directly your travel agent.


      5. KIDS CLUB
        Club’s facilities & services will be offered?
        Our kid’s club staff has been well trained according to COVID -19 Health and Safety protocols, whereas we have also adjusted the programs offered in order kids between 3-12 years old to have an enjoyable time, always having their safety as our main priority.


      6. BEACH & POOL FACILITIES
        Sunbeds & Umbrellas, will be available to guests?
        Ample space for sunbeds & umbrellas is provided by the pools & the beach in accordance with national standards practicing social distancing.

        How frequent is the cleaning and disinfection of the pools?
        The frequency of cleaning and disinfection of our pools will be increased.
        All pool personnel will practice safe social distance policies and be vigilant of all guests, maintaining a safe distance apart from each other.
        Sunbeds will be cleaned and sanitized after each use.
        Towels will be offered to guests in a sealed case.
        Please note that there is no evidence that the virus that causes COVID-19 can be spread to people through the water in pools, hot tubs, spas, or water play areas.


      7. HEALTH
        What kind of help/support can be expected from the hotel if a guest is ill due to COVID – 19?
        What is the procedure in such case?

        We cooperate with Covid-19 certified doctors who are available 24/7.
        The hotel will bring guest in contact with a covid-19 certified medical doctor and notify proper authorities.


      8. PERSONNEL
        Have health and safety training measures been put in place for all employees?
        All Aquila Hotels employees have been efficiently trained and certified, according to national standards and Covid-19 protocols.


      9. SERVICES/FACILITIES NOT AVAILABLE
        Are there any services & facilities that will not be available?
        The Aquila experience may look different in this new environment, but it will feel the same. Ultimately, it will still be our people delivering the same attention to detail, intuitive service, and personalized care for which our brand is known and trusted.
        Modifications in services, in order to fully comply with the national hygienic guidelines, may apply.


      10. GENERAL
        Are any restrictions in place for guests?
        We expect our guests to maintain social distance, follow good respiratory hygiene, wash and sanitize their hands frequently.


      11. If you require any clarification or further information, please contact us at: [email protected]


        Please note that this information is valid until further notice and may be updated

        Last updated 02-June-2020 16:00 GMT+2;

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