FAQ - Frequently Asked Questions

Where can I book?
You have a few options for booking your holiday:

• 24/7 via our website: staging.clubmed.co.za
• by utilising our WhatsApp service
• by calling us on 011 020 0921 (local rate, Mon, Wed, Thurs, Fri: 9AM - 6PM, Tuesday: 9AM - 6PM, Saturday and public holidays: 9AM - 1PM)
• by contacting or visiting our Club Med South Africa Travel Agency: Offices 212-214 2nd Floor, Design Quarter, Cnr. Winnie Mandela Drive & Leslie Avenue, Fourways, Johannesburg
• with one of our partner agencies.

 
What information do I need to make a booking?
To book your holiday as smoothly as possible, please make sure you have all necessary information (names, date of birth, Passport numbers) of you and all members of your party, exactly as they appear on yours and their passports, at hand. The information you provide must be fully accurate to confirm your booking.
If you have stayed with Club Med previously, please use the same membership number.
 
How do I book my transport?
You have two choices for booking transport:

• Club Med offers packages with transport included. Please inform your Club Med advisor that you are interested to have your transport arranged by us during the booking process, or add flights to your estimate in the online resort price calendar. Book your transport by calling us on 011 020 0921 (calls charged at local rate), WhatsApp us, online on our website, or by contacting/visiting our Club Med Agency or a partner agency throughout South Africa.
• You can also book your transport separately yourself by contacting the airline companies directly. Please note in that case that transfer to & from the resort will NOT be included (but might be added during the booking process, at extra cost).

 
Is it possible to book a holiday including flights in an upgraded class?
Yes, we can, on request, offer you travel in Premium Economy, Business and First class to many of our destinations. Call us on 011 020 0921, WhatsApp us or contact your Club Med Travel Agent to discuss your travel options.
 
Can I make a booking for other travellers?
Yes, you can make a booking on behalf of other travellers. To do so, you will need to provide us with names, date of birth and passport numbers of each person travelling, as they appear on their passport.
 
Where can I find my booking information?
You can find the details of your booking at any time in your Club Med "Member account" on our website, attached to your booking confirmation email, or by contacting us on 011 020 0921 with your booking reference (file number).

Why should I pre-book some services?
Depending on which Resort you book, extra services are offered in addition to your package. These services can be: sports (golf, scuba diving, horse-riding, individual tennis lessons), well-being (Club Med Spa), child care (Baby Club Med, Petit Club Med) or excursions.
By pre-booking these packages you ensure they will be available to you at the Resort.
Many extra services limit the number of places available in order to guarantee high quality. Some services offer preferential rates in comparison to on-location pricing. And some services can only be accessed when booking, and can’t be bought in the Resort.
 
How can I change the time, day of travel, duration, destination, traveler's names or any other modification?
Contact us on 011 020 0921 (local rate), WhatsApp us or contact the Club Med travel agent you made the booking with for any modifications. Please note you may be charged for changes to a confirmed booking. Beforehand, please refer to the Booking Conditions you can find at the bottom of the homepage on our website.

How can I know if my booking has really been confirmed?
As soon as your booking has been validated on our in-house reservation system, you will receive a message, sent to the e-mail address,provided during booking process, giving a detailed account of the package holiday bought. This message also gives you:

your file number - to be kept safe and used in all correspondence with our services
your membership number (or GM number) - please ensure to use the same one for all your bookings so as to credit the related points to your status
your personal details - we will use these details to send you your sales agreement, your departure notification and your travel itinerary.
payment summary and the date for payment of the balance still due
the Resort, your holiday dates, the length of your stay and the elements making up your package holiday
the number of people in your party
a summary of your accommodation details and travel arrangements.
a breakdown of the activity services and additional services
 
I made an online booking, but I haven't yet received any confirmation by email. What should I do?
Visit your Club Med "Member account" on our website to check the status of your booking and update your email address if necessary. In the event of any problem, please contact us on 011 020 0921 (local rate) or contact your Club Med travel agent. Please check your email spam folder.
 
Where can I read the general conditions of sale or the specific conditions of a special offer?
You can access Club Med's booking terms and conditions of sale at the bottom of the homepage on our website. If special conditions apply to a promotional offer presented on the website, Terms and Conditions will appear on the bottom of the offer page. During the booking process, the general Terms and Conditions are presented and must be accepted in order to proceed with the reservation.
 
How can I cancel my booking? Will I be charged penalty/cancelation fees?
Contact us on 011 020 0921, WhatsApp us or contact the Club Med travel agent you made the booking with for any modifications. You may be charged for changes or cancellation of your booking. Beforehand, please refer to the Booking Conditions you can find at the bottom of the homepage on our website for more details.

Please contact us on 011 020 0921 (local rate), WhatsApp us or contact the Club Med travel agent you made the booking with, to verify your booking and process a refund if needed.

You can pay for your package holiday by credit card, and for any remaining balance also by bank transfer/EFT.
 
We accept Visa, MasterCard and American Express. We will not charge any transaction fee on payments made by credit card, including American Express.
 
Only credit cards are accepted if you are booking your holiday online on our website.
 
For further information regarding forms of payment, please contact our travel advisors on 011 020 0921 (local rate), WhatsApp us or your local Travel Agency.

A deposit of 20% of the accommodation plus 100% of the airfare cost including all respective taxes and fuel levies (which are at all times subject to fluctuation) shall be paid in accordance with clause. Deposits are non-refundable and nontransferable. The balance of the Holiday Price must be paid to Club Med at least 45 days before the traveler’s scheduled date of departure. In the event that your booking is made less than 45 days before the traveller’s scheduled date of departure, the full holiday cost and any membership fees must be paid to Club Med at the time of your
booking. Please note that the monies that are being paid to
Club Med have to reflect in our account in order for
the confirmed price to be guaranteed.

In order to guarantee your safety and confidentiality, our Internet site is fitted with the coding protocol SSL (Secure Socket Layer).
 
When data is transferred, your bank details, along with all the information entered into our different forms, are automatically encoded. They will be decoded only once they arrive on our server.
 
SSL is today the most widely used protocol and one of the best for making transactions safer.
 
Payments are processed through our provider, Club Med at no time has any access to your credit card details.

Your sales agreement (confirmation voucher) will be issued and sent to you once the payment of your holiday is credited and cleared. Your sales agreement is your holiday payment receipt. Please check your spam email folder if you feel you have not received the co,nfirmation email.

The Club Med "All inclusive" package includes, depending on the resort:
 
"Drinks and Snacks Included": The drinks(1) of your choice throughout the day and into the evening! Water, fruit juice, fizzy drinks, coffee, tea, beer, wines, aperitifs, cocktails, rum, whisky, gin, etc. both local and international brands.
Champagne and VSOP spirits are available at extra charge. (1)Drinks served by the glass and at the bar only. Nevertheless subject to availability. Club Med reserves the right to refuse serving a guest, if they are considered to be too ill or too inebriated.
 
Snacks throughout the day. Gastronomic meeting points whilst enjoying the resort activities at your own pace: late breakfast, late lunch, afternoon snack, dinner, nibbles in the discotheque. Club Med snacking includes different sweet and savoury snacks.
 
All your meals during your stay, in one of our restaurants: sumptuous buffets, creative chefs, culinary variety. The Club Med table is an event in itself each day. At all meals, 3 types of menu are proposed: a discovery menu, a fitness menu and a universal menu.
 
Entertainment: more than ever, your senses will be awoken to experience some unforgettable moments. Throughout the day, events are organised based on themes like sport, music or even the culture of the visiting country. Performers and top-level sports players sometimes come and share their experience with you.
 
Sports: A multitude of sports, taught at 3 levels, depending on the resort, by dedicated and qualified G.O, on land, on sea, in the air or under the water. Club Med is one of the biggest sports schools in the world. At your own pace, choose between free access, beginner courses, discovery or à la carte advanced courses* in one of our 50 sporting disciplines.
For ski resorts, inclusive lessons starting at age 4, at all levels, and a 6-day ski lift pass.
 
Childcare: The supervision of your children from 4 years old at the Mini Club Med and from 12 years old at the Juniors' Club Med. Club Med can pride itself on having unmatched experience in this field. Against nurseries par excellence, everything is done for the happiness of your little ones with varied and original activities.
 
Access high quality infrastructures for additional services*: sports courses*, wellness* and fitness treatments* or even supervision of the youngest children from 4 months* or from 2 years old*. All these services are delivered in the best of conditions within facilities especially adapted to each discipline. The qualified G.O will accompany you from day to day.
 
Flights and direct transfers between the airport and the resorts (for "stay+flight" packages only).
 
Access to many services: making your holiday and day to day life easier: Club Med boutiques*, internet kiosk*, massages*, Discovery area*, dry cleaners*, laundry*, green fees* bookable at reception (* at extra cost).

When you travel with Club Med, some services are not included in your Holiday package. These services are:

• Purchases at the resort Boutique
• Visits and excursions offered by the Discovery Space.
• Spa treatments, body treatments in beauty shops or hairdressers.
• Some sports trainings such as horse riding, diving, green fees and other expenses related to golf.
• Hire of ski equipment and ski helmets.
• Childcare for children under age 4
• Some premium goods available at the restaurants or in the bars, such as champagne and premium alcohols (VSOP, XO).
   
  Check for further information on the resort page to know what extra activities are available at additional charge. They are identified with an asterisk (*Make it extra special). Some of the above services are available to be booked in advance, as places can be limited we advise you to do so.

Club Med has always guaranteed you total peace of mind on holiday.
 
Your children get a taste of freedom and you spend some time not having to think about practical problems, your mind free of all worries.
 
On a day-to-day basis, these values unique to Club Med result in the G.O® being able to really listen. They know how to engender mutual complicity and trust between their young G.M®. At the same time, all the children stay close to their parents and are free to see them whenever they want during the day.
 
The G.Os are responsible for the children within the opening times of Baby Club Med*, Petit Club Med* or Mini Club Med and as long as the parents or guardian have duly filled in the registration books to them, where next to their signature they must specify what time they are leaving their child, what time they will pick her/him up and where/how they can be contacted.
 
For the Baby Club Med* and the Petit Club Med*
This register also serves as a communication booklet. So the parents or guardian can advise about the meals preferences, nappies sizes and number of changes, sleep patterns, etc for their child and can, if necessary, on this book, pass on their comments or recommendations.
 
For the Mini Club Med
When the register has been signed on arriving, the G.O® give the child of 4 to 7 years old a bracelet clearly indicating they belong to the Mini Club Med. Club Med Resorts offering Juniors' Club Med supervision welcome juniors from 11 to 13 years old all year round and 14/17 year olds during the school holiday periods. They are only in the charge of the G.O® during the activities organised for them and offered on an "as you please" basis and are in no way supervised constantly.
 
Club Med is doing its best to put safety measures in place to protect everyone. Nevertheless, we ask you to keep a permanent eye on your children when they are not doing a supervised activity and are, in particular, around the swimming pool, even if monitored, or on the beach.
 
* at extra cost

With your mind free, treat yourself all day long: late breakfast at the bar, tasting fruit juices and refreshing fizzy drinks by the pool, sociable moments with your family or among friends at aperitif time. The joy of being together and celebrating in a warm and friendly atmosphere, this is also one of the advantages of the " Drinks and Snacks Included" service !
 
"Drinks and Snacks Included" means:

• The drinks of your choice throughout the day and the evening: water, fizzy drinks and fruit juices, hot drinks, local and international brand spirits, alcoholic or non-alcoholic cocktails. Champagne VSOP spirits available at an extra extra charge.
• Drinks served by the glass and at the bar only: bottles and cans are available in automatic vending machines or in the Boutique (at extra charge).
• Tasty snacks to fill you up: extended breakfast, late lunch, afternoon snack, aperitif appetisers, nibbles in the discotheque. Service may vary between resorts.