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Frequently Asked Quarantine Questions

It’s been a tough time for everyone the past few months, but we’re here to (hopefully) help you ease your mind with any quarantine questions you might have. We’ve got a list of frequently asked questions particularly on how it relates to your stay at Ovolo.

1. What are the current quarantine arrangements for travellers arriving in HK?
Those arriving into Hong Kong via the Hong Kong International Airport will be required to undergo government-mandated procedures regarding the collection of specimen, immigration procedures and baggage claim. Once you have arrived, you will be asked to proceed to the Arrival Halls and board designated transport to go to a Designated Quarantine Hotel for check-in. For more details regarding the length of your quarantine stay, please visit the Government website here.

2. There are many questions around the duration of hotel stay period. As per government regulations the check-in date for your hotel booking must be the same as the landing date of you/your family as they arrive in Hong Kong.
These steps are part of the Government Compulsory Quarantine and are out of the hotel’s control. Ovolo Southside is here to welcome you once you are released following receiving a negative COVID test. Prior to this is part of government procedure and not a hotel process.

3. How do I make my way from the airport to the hotel?
Those arriving into Hong Kong via the Hong Kong International Airport will be required to undergo government-mandated procedures regarding the collection of specimen, immigration procedures and baggage claim. Once you have arrived, you will be asked to proceed to the Arrival Halls and board designated transport to go to a Designated Quarantine Hotel for check-in. For more details regarding the length of your quarantine stay, please visit the Government website here.

4. What are your sanitation standards for the guest rooms?
We have always been fully committed to providing guests with the highest possible standards of cleanliness. Now, in light of recent events, we are going full OC/DC – Obsessive Commitment to Deep Cleaning. On top of our internal hygiene policies, we also adhere to all sanitation regulations and procedures that are being dictated by the Department of Health. Guests can fully relax knowing that they will be in good (thoroughly washed) hands.

5. Am I allowed to leave the hotel room for any reason?
Unfortunately no, but that’s why we’re here to help with our Quarantine Concierge!

6. Is there a working desk and chair in room?
All our deluxe/premium rooms at Ovolo Southside have a work desk and chair upon request.

7. Can underaged guests check in by themselves?
If the guest is under 14 years of age, we require a parent/legal guardian to stay with them throughout the duration of their quarantine stay. If the guest is between 14-17 years of age, a parent/legal guardian making the booking needs to sign a consent form which allows the guest to check-in themselves on the check-in date. In this situation, the guest can then check-in and quarantine without the company of a parent/legal guardian. All guests that are aged 14-17 years of age and staying unaccompanied during the duration of their quarantine will be required to stay in a Corner Deluxe or above. This is to ensure they have enough space to study, and to ensure positive mental health.

8. Do your rooms have a kitchenette?
No, our One Bedroom or Rockstar Suites have microwaves available in-room. Further, all of our rooms have teas and coffee-making facilities.

9. What is your Cancellation Policy?
Please see below for cancellation policy or click here.

10. Is the larger gym equipment complimentary?
The Rockstar and One Bedroom Suites include walking pads. For other rooms, we have walking pads, stationary bikes and other add on items can be included in your room for a small fee. You can also arrange your own, the hotel team is happy to deliver your item to your room for HKD $500 fee per item. These machines are quite heavy and fragile; therefore we need a bit of manpower to move it in.

11. Who should I contact if I suddenly feel unwell?
You can call the Department of Health hotline at +852 2125 1122.

12. Is outside food delivery possible? Is it also possible to deliver post or goods (Decathlon, Amazon etc)?
We do allow guests to order outside food deliveries (guest is responsible for payment), and our reception staff will assist to deliver the items to their doors. Guests’ families and/or friends are also allowed to deliver items for the guests by dropping the items at reception, by which our staff will then deliver to the room.

13. Is the microwave provided?
All One Bedroom and Rockstar Suites include a microwave. For other room categories, we have limited microwaves available with a small fee.

14. Can the windows be opened in the room?
Yes! Here at Ovolo we enjoy breathing the fresh southside air and we are happy to say, you can to!

15. Can I meet with my family or friends who are in quarantine?
Unfortunately no, based on the rules from the Department of Health. No one is allowed to leave their room during the duration of their quarantine stay, and members of the general public are not allowed to step foot on the property.

16. Can I earn Marriott Bonvoy Points on my bookings?
Yes, for our Premium rooms and above, points will be applicable if you book direct.

17. Are bookings flexible to align with government restrictions and regulations? In the case of cancellations out of the guest’s control, will the booking be refundable?
In case of changes to travel/government quarantine policies or flight cancellations by the Airline (The hotel requires supporting flight document as proof), complimentary amendment to the booking would be extended by the Hotel, dependant on the room and rate availability.

18. If I am fully vaccinated, can we cancel the bookings?
Under the guidelines made by the Hong Kong Government, your vaccination status can change the duration of your stay, however it is not exempted. Therefore, we will help you amend the duration of your stay if applicable, however you cannot cancel your booking. If you do, full payment is still charged.

19. Can I get a full refund if my flight has been cancelled last minute by the airline?
If your flight has been cancelled or delayed by the airline, please provide the sales team with official airline document as proof. We will then offer an alternative date to fit your new flight schedule, subject to hotel availability.

20. Is payment in full required when booking?
Yes, we take full payment in order to secure your rate and booking. In accordance to the cancellation policy, we will issue a 100% refund if you cancel 60 days prior to your check-in date. Please see our cancellation policy for more information.