SONORA POLICY RE: CORONAVIRUS (COVID-19)
Issued 11 March 2020 – Subject to Revision in Future
While our booking terms and cancellation policy (“Booking Terms”) provide that deposits and advance payments for bookings (“Sonora Payments”) are strictly non-refundable, we recognize the very difficult extenuating circumstances created by the COVID-19 virus. Being a family company that has also has extensive ownership in pharmacy, and medical clinics we understand the current concerns by our customers.
In recognition of this, Sonora will consider requests for booking cancellations/refunds or rescheduling in the following manner:
Bookings made on or prior to March 4, 2020:
For guests that booked and secured travel cancellation insurance for a trip to Sonora prior to March 4th, 2020, we ask that they pursue a refund for Sonora Payments through their insurance provider prior to seeking any redress from Sonora. If they can provide proof of insurance coverage and denial by their insurance provider to Sonora’s satisfaction for some or all of the Sonora Payments, Sonora may allow that guest to cancel their booking with a full refund for non-covered Sonora Payments, provided the request is made not less than 30 days prior to their planned arrival date. In the alternative, we will also allow such guests to carry over their booking to another date in 2020 or 2021 (based on availability and subject to any seasonal/annual rate adjustments for which the guest will be responsible).
For guests that booked prior to March 4th, 2020, but did not secure travel cancellation insurance, no refund of Sonora Payments will be made, but we will allow them to reschedule or carry over their booking to another date in 2020 or 2021 (based on availability and subject to any seasonal/annual rate adjustments for which the guest will be responsible) if request made not less than 30 days prior to their planned arrival date.
Any request for either those with travel insurance or those who do not have travel insurance for cancellation/refund or rescheduling made less than 30 days prior to planned arrival date, cannot be accommodated.
Bookings made after March 4, 2020:
We understand that since March 4, 2020, travel cancellation insurance may not be available in relation to COVID-19 concerns. Accordingly, any guests booking trips after March 4th will be allowed to reschedule or carry over their booking to another date in 2020 or 2021 (based on availability and subject to any seasonal/annual rate adjustments for which guests will be responsible) provided such requests are made 30 days or more prior to their planned arrival date. Requests for cancellation/refunds cannot be accommodated.
No bookings may be rescheduled if requested less than 30 days prior to arrival date and Sonora’s standard Booking Terms will apply in all respects.
NOTE: Any relaxation of Booking Terms set out above by Sonora is strictly limited to bookings directly impacted by COVID-19 concerns. Sonora will require evidence of this to its reasonable satisfaction before considering any booking cancellations/refunds or carry overs (examples of evidence may include travel advisories issued by applicable governments or health authorities; corporate policies prohibiting travel to areas which include Sonora; and third party cancellation of booked flights or transport).
Notwithstanding the above, Sonora reserves the right to enforce its Booking Terms as written based on its assessment of surrounding circumstances on a case by case basis.