Frequently Asked Questions
Frequently Asked Questions
If you need more personal assistance to add extra services to your booking you can also speak with our customer care team directly. If you need additional services such as flights, ski hire, spa treatments, or excursions, our friendly team is here to assist. Simply dial 1800 258 263 (Australia) or 0800 258 263 (New Zealand) to discuss your additions.
Finally, if you prefer to decide on services directly at the resort, you can add them upon arrival. Our staff will be happy to assist you with any requests.
Please note that not all services are pre-bookable.
General Questions
How can I modify my booking?
Any additional costs for any applicable airline/other transportation/services charges relating to the travel date/destination change shall be payable by the guest.
If the amended booking is of lesser value from the original booking, the difference in pricing shall be refunded to you in the form of a future travel credit only, to be used within one year of the amended departure date.
After you have exercised the one free change, please note that the Club Med Standard Booking Terms & Conditions shall apply to any further changes.
How can I cancel my booking?
If your booking was made after 10th June 2020 and is affected by the Australian Government Outbound/Inbound International Travel Restrictions, Club Med offers you the possibility to cancel your trip according to the following terms:
a) The Club Med deposit will be refunded.
b) If you have booked an Air Package, airline terms and conditions including any handling and/or penalty fees will apply separately.
If your booking is not affected by the Australian or New Zealand Government Outbound/Inbound International Travel Restrictions and you decide to cancel or modify your booking, cancellation or amendment fees apply as per Club Med standard terms and conditions.
If your booking was made before 9th June 2020, regardless of whether you had made a booking amendment before or after 9 June 2020, cancellation fees will apply as per the original booking details in accordance with the Club Med Standard Booking Terms and Conditions.
I would like to use my FTC for a future travel, how can I book?
If you hold a Future Travel Credit (FTC) and you wish to use it for a new travel, you can:
• Call us on 1800 258 263 (Monday to Friday 9am to 6pm AEDT)
If you are a Travel Agent: You must contact our contact centre to amend your clients bookings and access to our flexible options.
What are my options if I cannot travel?
We understand that plans can change, and while terms and conditions may apply, we aim to assist you with flexibility wherever possible. According to our terms and conditions, you may also rebook your travel dates if necessary (change fees may apply). If you cannot travel at all, please check our
terms and conditions
for details regarding cancellation fees.
Does Club Med include insurance?
While insurance is not included in our packages, your peace of mind is important to us. We highly recommend that you secure your own insurance to prior to your trip to ensure you're covered before and during your travels.
Does Club Med organize visas?
We currently do not provide visa services. For more information on visas please see the smartraveler.gov.au or your chosen airline’s website
Can my 3-year-old kid join the Mini Club instead of Petit Club?
We love seeing our young guests enjoy their time with us! Our kid’s club’s age thresholds are based on insurance, and therefore it is unlikely that children will be able to switch, however we do offer a family service in which families can do activities together no matter the age. For other questions about children's club arrangements, please reach out to our team, and we'll ensure you and your child have the best experience possible.
Can I Add Extra Services to My Booking?
To add extra services to your booking, there are several options.
Facilitate Your Arrival* is a feature that you can take advantage of for a seamless experience. It streamlines the process of adding extra services and ensures that any extra services you need are ready upon your arrival. Please note that this feature may not be available at certain resorts.
If you need more personal assistance to add extra services to your booking you can also speak with our customer care team directly. If you need additional services such as flights, ski hire, spa treatments, or excursions, our friendly team is here to assist. Simply dial 1800 258 263 (Australia) or 0800 258 263 (New Zealand) to discuss your additions.
Finally, if you prefer to decide on services directly at the resort, you can add them upon arrival. Our staff will be happy to assist you with any requests.
Please note that not all services are pre-bookable.
How Can I Log into My Account to See My Booking?
Sign In: Use your credentials (Email or GM number and password) to log in to your account.
Navigate to My Trips: Once logged in, click on your profile, and select “My Trips.” Here, you’ll find all the details related to your booking.
How does room allocation work?
Room allocation is based on occupancy. You must only list on a booking the guests who will be physically attending the Resort. Any listing on a booking of a guest who will not be physically attending the Resort (to benefit from price variances, occupancy, or for other reasons) will result in your booking being changed with the imposition of additional charges by us or your booking being cancelled without refund or compensation. Infants must also be listed on a booking, but they do not count towards occupancy levels on bookings.
What does the Club Med "All inclusive" formula include?
✔️ Drinks and Snacks Included: The drinks of your choice throughout the day and into the evening*! Water, fruit juice, fizzy drinks, coffee, tea, chocolate, beer, wines, aperitifs, cocktails, rum, whisky, gin... both local and international brands. There is an extra charge for the Champagne, VSOP spirits and premium wines.
As many snacks as you want for hungry moments ! Gastronomic meeting points for enjoying the activities of the resort at your own pace: late breakfast, late lunch, afternoon snack, nibbles in the discotheque... Club Med Snacking includes different sweet and savoury snacks such as: salads, fruit, dairy products, cookies, pizzas, hamburgers, hot dogs, savoury flans, nachos, tapas...
✔️ 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.
✔️ A multitude of sports: taught at 3 levels, depending on the resorts, 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 advanced courses in one of our 50 sporting disciplines. For the ski resorts, lessons 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. A child's kingdom, Club Med can pride itself on having unmatched experience in this field. Against nurseries par excellence, everything is done for the happiness of the little ones with varied and original activities.
✔️ Entertainment: more than ever, your senses will be awoken to experience some unforgettable moments plus ! Throughout the day, events are organised based on themes like sport, music or even the culture of the country. Performers and top-level sports players sometimes come and share their experience with you.
✔️ Flights and direct transfers between the airport and the resorts (for the flight + stay formulas only).
✔️ Access top-quality infrastructures for additional services (1): sports courses (1), passport (1) and fitness treatments (1) or even supervision of the youngest children from 4 months (1) or from 2 years old (1). All these services are delivered in the best of conditions and the structures are especially adapted to each discipline. The qualified G.O will accompany you from day to day. From thalasso, to taking official scuba diving diplomas... you can't fail to be tempted.
✔️ Access to many services (1) making your holiday and day to day life easier: Club Med boutiques (1), internet kiosk (1), massages (1), Discovery area (1), dry cleaners (1), laundry (1), green fees bookable at reception.
*drinks served by the glass and at the bar only. Nevertheless subject to availability and the right Club Med reserves to refuse to serve a GM, if they are judged to be too ill or too inebriated.
(1) at additional costs
Transports
How is Club Med transport organised?
To get to our resorts, depending on your destination and package booked, Club Med offers you flights departing only from Australia.
🚍 Airport or station transfers to and from the resort are included in the Air Package. This is one of the most practical ways to travel. Transfer times shown on the Resort webpages do not include the time needed to complete all formalities (police, baggage collection, customs...).
💼 The baggage allowance is specified on your travel itinerary or ticket. We ask you to stay within these limits; Club Med will not pay any excess baggage charges incurred.
✈ In the station, as in most airports, Club Med is available to inform and help you. For some destinations served by the train, Club Med hostesses accompany you to make sure your journey goes smoothly.
Which airline(s) does Club Med work with?
Here is the list of our main airline partners (international flights):
✔️ Air Canada, Air Mauritius, American Airlines, ANA, Patik Air, Cathay Pacific, China Airlines, Emirates, Eva Air, Garuda Indonesia, Japan Airlines, Jetstar, Malaysia Airlines, Qantas, Scoot, Singapore Airlines, Sri Lankan Airlines, Thai, and Virgin Australia.
This is not an exhaustive list. We are likely to offer you other scheduled or non-scheduled air transporters.
These companies are authorised to serve national territories by the relevant civil aviation authorities.
Can we be upgraded and do you allow stopovers?
Tailor made holidays and upgrades: we would be happy to arrange your itinerary with flights and duration of stay tailored to your requirements. We have very good negotiated rates in Premium Economy, Business and First Class cabins to most of our destinations. We can arrange an upgrade for you at extra cost.
Stopovers: if you wish to visit a city on the way to and/or from the resort, we can arrange stopovers. But we do not organize your stay during your stopover.
Discover our Resorts
Les Arcs Panorama
France
Val d'Isère
France
Tignes
France
Kids
Supervision and facilities
The G.O.s who look after children at Baby Club Med*, Petit Club Med* and Mini Club Med are all qualified with experience in working with small children, according to the age of the children supervised; equivalent local qualification in other countries.
Childcare quality standards apply to the supervision of children under 6 years; in particular, to the number of children per G.O. No exceptions will be made and no children will be admitted above this limit. To ensure your children are perfectly safe, G.O.s never work alone, and other G.O.s; help when necessary.
Strict norms and working rules ensure perfect safety:
🚸 A contact diary is used to keep parents informed (account of the day, time of children's arrival and departure);
🚸 Children wear a bracelet to show they are in the care of a G.O.
🚸 A nurse is in attendance at Mini Club Med resorts, and a pediatrician at Baby Club Med resorts.
What is the contact diary?
GOs are responsible for children during the opening hours of Baby Club Med*, Petit Club Med* or Mini Club Med, on condition that their parent or guardian has correctly filled in the attendance register provided, in particular stating (next to their signature) the time at which the child has been left and will be collected, and where the parent or guardian can be contacted.
For Baby Club Med* and Petit Club Med*, this register also functions as the contact diary. Parents or guardians can refer to the register for information about their children's meals, diaper changes, naps and so on. If necessary they can note their comments or recommendations in the register.
For Mini Club Med, when the register is signed on arrival, the G.O; gives each child aged 4 to 7 years a bracelet which indicates clearly that they are enrolled in Mini Club MedTM.
Confidence and safety
Club Med has always offered holidays free from worry. While your children learn about independence, you'll be freed from practical concerns, with nothing to worry about. Every day, Club Med's unique values are shared with your children by our caring G.O.s, who know just how to establish a two-way relationship of friendship and confidence with their young guests. At the same time, the children are always close to their parents and can see them whenever they like during the day.
Is it possible to have interconnecting rooms?
Yes it is. You can request an interconnecting room online, by phone or to your preferred travel agent when there is more than one child or when the child is over 12 years old. Please feel free to contact us to book interconnecting rooms.
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Club Med Stays
How are Club Med stays different from the other ones?
At Club Med only, the all-inclusive concept is much more than a package:
✔️ A high-quality service in exclusive and secluded locations. With G.O® and G.E® trained and dedicated to provide high-standard of service at all times.
✔️ A Club Med spirit, which creates an unique atmosphere and friendship, thanks to a great variety of activities specially designed for you and your family by our by G.O®.
✔️ With resorts located in 40 different countries Club Med offers a multicultural atmosphere to welcome clients from all around the world. Each Club Med resort offers the opportunity to discover new languages, new cultures, new sensations.
✔️ Club Med tailor-made packages: let us organise your perfect holiday. From beginner to experienced, select your own sport package.
✔️ Discover more. Exclusive excursions designed to offer you the opportunity to discover new wonders of each destination.
✔️ Just relax in our Spas. A world of relaxation through a large range treatments offered by top brand Spas(1).
(1) at additional costs
Others
What do the abbreviations G.O and G.M mean?
It was in 1950, in the first Club Med Resort, in the Balearic Islands, that the term "G.O", an abbreviation of "Gentle Organisateur" (Gentil Organiser), was first used.
A label of quality produced from the imagination of holidaymakers who were ding out about Club Med for the first time. One good turn deserves another, so these pioneers were in turn christened: "Gentle Membre" (Gentil Member) or "G.M".
Is it compulsory to take part in the proposed activities?
"Your Stay, Your Way"
In our Resorts, freedom and respect for others take precedence over everything.
You are therefore 100 % free to take part or not in the different activities and events organised by the G.O.s.
What is planned at Club Med for food intolerances & allergies?
Club Med is committed to offering a wide range of culinary options to its G.M’s that require special dietary assistance.
Can I pay a deposit and pay the balance later?
You can pay deposit plus air fares depending on the airline company and departure dates and pay your balance 120 days before departure.
See terms and conditions
Can I travel by myself?
Yes you can. Travelling by yourself at Club Med is an amazing experience, whether you want to have alone time sipping a cocktail by the pool, or be part of activities and entertained by the G.Os, it is all possible in our resorts.
Note that a surcharge will apply from 30% during low season to 80% during peak periods.
Are promotional offers taken into account in the prices shown on the resort pages?
Yes the promotional offers are taken into account in the prices displayed on the price calendar on the resort pages.
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