COVID-19 Support Page & FAQs

We understand that in the wake of the Coronavirus (COVID-19) pandemic, travel plans have been affected, therefore we recommend you to check travel restrictions before booking and traveling to an accommodation. Travel may be permitted only for certain purposes and in particular, touristic travel may not be allowed until further notice. To help you further, we are adding publicly available links to government websites in the countries where we operate for travel advisory purpose.  

Government Travel Advisories in ZEN Rooms operating countries:



Frequently Asked Questions related to COVID-19 Bookings

The Philippines

1. What domestic destinations are open for staycations in the Philippines?
As per the latest travel update from the govt., the following destinations are now open for staycations in the Philippines given that the required safety protocols are followed travelers and hotels:

A. Ilocos Norte
B. Boracay
C. Manila
D. Cebu
E. Baguio City
F. Batangas
G. Bataan
H. Siargao
I. Laguna
J. Ilocos Sur
K. Bohol
L. Palawan 
M. Tagaytay

Travelers are recommended to follow the travel safety guidelines pertaining to the individual destinations before planning their trip. Guests can book their hotels on www.zenrooms.com

Philippines Staycation Destination List from https://app.philippines.travel/destinations 

1. What is the procedure/guidelines for international passengers arriving in the Philippines? 
Procedures for International Passengers arriving in the Philippines (for NON-OFWs, Returning Filipinos, and Foreign Nationals):

1. All arriving guests shall present a pre-booked accommodation for at least seven (7) nights in an accredited quarantine hotel/facility at the immigration counters for an initial check.

2. Testing of inbound travelers will no longer be conducted upon arrival at the airport unless the traveler is exhibiting symptoms.

3. Guest will have to register upon arrival at the airport for the RT-PCR test schedule. This will be at their own expense.

4. Swab testing will be done on the 5th day of quarantine or Day 6 (considering arrival at the airport as Day 0).

5. Guest will receive a confirmation of their RT-PCR swab schedule from the laboratory facility through e-mail.

6. Testing partners of DOT will proceed to the hotel to do the swab testing in each room of the guests who are on their 5th day of quarantine or more.

7. As soon as you receive the negative test result, please send a copy to the front desk. They will facilitate the request for a BOQ Certificate that will serve as your clearance prior to your check-out.

8. If guest resides outside of NCR, they'll need to secure the following:
A. Letter of Acceptance from LGU
B. Travel Authority from nearest PNP station
For those residing in Metro Manila above requirements are not needed.
- Coordination from their local barangay is a must for all guests.

9. Upon check out at the hotel, we will only allow guest to leave when they have satisfied the above requirements plus if they secure any of the following transportation options:

A. LGU official vehicle
B. Hotel transportation service
C. Guest's own private car

10. Guest will have to report to their local barangay first and present requirements for completion of their remaining days that weren't completed in the quarantine facility. If they choose to stay in the hotel, they must finish the 14 days mandatory quarantine.
 
2. Who can book their stay at ZEN Rooms?
Philippines

A. Domestic Travelers are allowed to book as per the staycation norms and travel advisory of their intended destinations.  

B. Essential Travelers and Travelers arriving in the Philippines as listed below:

1

Overseas Filipino Workers/Seafarers (OFWs)

2

Overseas Filipinos (OFs)

3

Overseas Workers (OWs)

4

Stranded Passengers (including foreigners)

5

Neighboring Workers of Essential Services as defined by Philippines Government

6

Foreigner Nationals


See below for further documentation required per category. 


Passenger Type



Documentary and Other Requirements

(must be presented upon booking, check-in, and to the Immigration Officer upon arrival in the Philippines)

Filipino nationals

- Philippine Passport
- Proof of citizenship
- Pre-booked quarantine hotel accredited by Tourism and Health Agencies for at least 7 nights
- RT-PCR Test on the 6th day of arrival/quarantine (at traveler’s expense, except for OFWs, which shall be shouldered by OWWA/LMAs)

Non-Filipino/Foreign spouse4 and children5 or children with special needs5 of a Filipino national

If traveling with Filipino national:

- Foreign Passport only, no visa needed1 (see notes)

- Any of the following:

A. For spouses: authentic marriage certificate

B. For children (regardless of age): authentic birth certificate

C. Must meet the additional conditions of the IATF-EID3


If not traveling with Filipino national, Filipino national is currently residing in the Philippines at the intended date of travel:

- Foreign Passport with Philippine valid entry visa or long-term visa2

- Any of the following:

A. For spouses: authentic marriage certificate

B. For minor children only (below 18 years old) and children with special needs (regardless of age): authentic birth certificate

C. Must meet the additional conditions of the IATF-EID3

Non-Filipino/Foreign parent of a minor Filipino child5 (below 18  years old) or a child with special needs5 (regardless of age)

- Foreign Passport with Philippine valid entry visa or long-term visa - Authentic birth certificate of the minor Filipino child or child with special needs - Must meet the additional conditions of the IATF-EID

Former Filipinos (Balikbayan Program), Dual Citizens

- Foreign Passport AND actual valid, old, or expired Philippine Passport; OR
Foreign Passport AND any of the following documents:
A. Authentic Birth Certificate
B. Identification Certificate
C. Certificate of Reacquisition/Retention/Recognition

Those with previous immigration arrival stamp with Balikbayan status (BB/RA6768) must be accompanied with any of the 3 documents above
- Must meet the additional conditions of the IATF-EID3

Spouse4/Children5 of Former Filipino Nationals (Balikbayan Program)

If traveling with Filipino national:

- Foreign Passport only, no visa needed1 (see notes)

- Any of the following:

A. For spouses: authentic marriage certificate

B. For children (regardless of age): authentic birth certificate

C. Must meet the additional conditions of the IATF-EID3


If not traveling with Filipino national, Filipino national is currently residing in the Philippines at the intended date of travel:


- Foreign Passport with Philippine valid entry visa or long-term visa2

- Any of the following:


A. For spouses: authentic marriage certificate

B. For children (regardless of age): authentic birth certificate

C. Must meet the additional conditions of the IATF-EID3

Accredited foreign government and international organization officials and their dependents

- 9(E) visa
- Subject to arrival and quarantine procedures set by the Philippine Department of Health

- No need for DFA authorization/endorsement

Non-Filipino/Foreign seafarers with 9(c) visa

- Foreign Passport/Seaman’s Book
- Must meet the additional conditions of the IATF-EID

Non-Filipino/Foreign nationals in possession of valid certificates 

- Recognition Certificate (RC) OR
- Citizenship Retention and Reacquisition Act of 2003 (CRPC) under RA9225 Certificate

Non-Filipino/Foreign nationals with an eligible long-term visa 

Eligible Visas (no need for DFA authorization/endorsement):
- 9(D) visa (Treaty trader visa)
- Section 13 series of Commonwealth Act No. 613, as amended (13 quota, 13A, 13B, 13C, 13D, 13E, 13G visas)
- RA 7919 visa (The Social Integration Act of 1995)
- EO 324 visa
- Native Born (NB) visa
- Temporary Resident Visa relative to Section 13 of CA 613, as amended (based on Memorandum Order (MO) No. ADD-01-038/ ADD 02-015 [Indians])
- MCL-07-021 Permanent Resident Visa based on Section 13(a) of CA 613 under MO No. MCL-07-021
- EO 226 Visa, to include Special Investor's Resident Visa (SIRV) under EO 226 (not applicable to SIRV under EO 63)
- RA8756 visa
- 47(a)2 Visa issued by the Department of Justice
- Visas issued by the Aurora Pacific Economic Zone and Freeport Authority, Subic Bay Metropolitan Authority, Authority of the Freeport Area of Bataan, Cagayan Economic Zone Authority, and Clark Development Corporation
- Section 9(G) of CA No. 613, as amended, and who departed the Philippines starting December 17, 2020 or later, must present a valid ACR I-Card and ECC-SRC (Special Return Certificate). Those who departed before December 17, 2020 must hold a DFA authorization/endorsement.

- Other Eligible Visas but needing DFA authorization/endorsement):
- SRRV EO1037
- 9(A) visa

- Must meet the additional conditions of the IATF-EID3


Singapore
As per government guidelines, only staycation-certified hotels will accommodate Singapore residents for leisure. Singapore residents with exigencies, urgent needs including those who meet the following criteria may be allowed: 

1

Individuals whose residences are currently not available due to home renovation;

2

Individuals who have sold their current residences but have not secured an alternative residence;

3

Individuals whose existing rental leases have ended but have not secured an alternative residence;

4

Returnees who completed their Stay-Home Notice (SHN) in dedicated facilities but do not have a place of their own as they do not ordinarily live in Singapore; or

5

Healthcare workers who wish to isolate themselves from other family members living in the same residential unit

6

Green/fast-lane travelers

7

Travelers who have remained in Australia (excluding Victoria), Brunei Darussalam, Macao, Mainland China, New Zealand, Republic of Korea, Taiwan and Vietnam in the last 14 consecutive days prior to their entry and who wish to serve their 14-day Stay-Home Notice (SHN) in a hotel.


2. What are the Check-In documents required?
ZEN Rooms is accepting only those guests that meet all the requirements below during check in. Booking are subject to cancellation if the guest is not able to meet the requirements:

Philippines

1

Booking confirmation email/voucher

2

Valid Government ID (company and student IDs are not accepted)


Additional Documents Required based on individual categories for Quarantine Stays:

Type of guests

Documents required

OFW

Certificate of Repatriation from OWWA, Gov't issued ID (PRC ID, Senior Citizen card, and Passport, Postal and COMELEC only together with a second valid ID), Medical Certificate

OF

Certificate of Repatriation from OWWA, Medical Certificate, Gov't Issued ID

Returning Foreigners

Medical Certificate, Passport with Visa, Swab Test Result/Receipt


* Latest Medical certificate for all incoming guests, stating none of the occupants was never identified as a suspected, probable or positive COVID-19 case. If identified, kindly submit the result of a negative RT-PCR test as per Department of Health standard (depending on the property)

Aside from the above, Govt. deemed essential workers (including foreigners) and stranded passengers (including foreigners) may also accept at ZEN Rooms. Here are the documents required from them:

Essential Workers

Work ID/Permit, Valid Gov't ID, Certificate of Employment, Medical Certificate, PRC ID

Stranded travelers

Transportation Cancellation Confirmation, Medical Certificate, Valid Government ID


*For Stranded Passengers: Transportation Cancellation Confirmation
- Those whose domestic or foreign flights or rides have been cancelled and are prevented from leaving a city or place where they do not permanently reside, or have difficulty availing of transportation to their home city or province, due to the implementation of a community quarantine.

Singapore

1

Booking confirmation email/voucher

2

The physical credit/debit card used in case of card prepaid bookings

3

Valid Government ID (passport for foreigners). School and company IDs are not accepted as valid Government ID

4

Additional document or proof stating that guests falls into the exceptions allowed by Government to be accommodated


Please Note: Deposit may be required upon check-in. Amount varies per property (valid for Philippines and Singapore)

3. How can I get help with an existing reservation on zenrooms.com in the current situation?
ZEN Rooms
To get help on your existing bookings, we recommend you to check our Help Center Homepage where you can find FAQs and the latest policies.
If you would like our Customer Service team to assist you, please contact us through our website chat for a faster reply. We are also available by email ([email protected]) and on phone - numbers available on our Help Center Homepage.
Online Travel Agency (OTA)
You can modify and cancel it through their respective website. Just Login to your account and make the necessary changes. For other concerns, please contact their customer service. In all cases, please have your Booking ID in hand for faster assistance.

4. What is the cancellation policy and how do I cancel my booking amid this situation?
Depending on the conditions of your booking (hotel location, check-in/out date, booking date, rate plan, etc.) you may be allowed to cancel your booking.
- For bookings made through the ZEN Rooms website or the mobile app: send us an email at [email protected] or contact us through our zenrooms.com Live Chat requesting to cancel the order. Please provide your Booking ID, the reason for cancellation and any proof supporting your statement.
- Please note that for bookings placed after 6 April 2020, force majeure conditions do not apply. This means that the cancellation penalty will apply as defined in the booking policies.
- If you placed your booking through another website (Agoda, Booking.com, Expedia, Ctrip, etc.): You can modify and cancel it through their respective website depending on your reservation policies. Just Login to your account and make the necessary changes. For other concerns, please contact their customer service. In all cases, please have your Booking ID in hand for faster assistance.

5. Can I move my booking to a future date?
You may move your booking to a future date depending on your booking policy, conditions, and hotel availability. If the price of the new dates is higher, the difference will have to be paid to successfully postpone the booking.

6. How can I cancel or postpone a reservation I made through AGODA, Booking, Expedia or any other OTA?
For bookings made through an Online Travel Agency (OTA):
- You can modify and cancel it through their respective website. Just Login to your account and make the necessary changes. For other concerns, please contact their customer service.
- ZEN Rooms Customer Service team will not be able to help with your concern as we do not have access to amend bookings of other OTAs.
- In all cases, please have your Booking ID in hand for faster assistance.

7. If a guest staying at the hotel is confirmed positive, what procedure does the hotel follow?
For Singapore and The Philippines
In the event that a guest staying at the property is confirmed positive, the hotel will follow the highest safety/hygiene standards, as defined by most of the international bodies and national/local Government.
- The hotel staff will contact the local authorities and the COVID-19 positive guest will remain in quarantine until transferred to a quarantine facility.
- Once guest has vacated the room, it will be disinfected using specialized equipment and sanitizing products.
- The room will remain closed until it is deemed safe to be occupied again.
- Any staff and guests that have been in close contact with the positive guest will be notified and placed in quarantine.

8. In the wake COVID-19 pandemic, how many guests are allowed to stay in a room? 
Philippines
Only 1 guest is allowed per room in the Philippines with the following exceptions:
- Returning Overseas Filipinos from same household (family members)
- One of the 2 pax is a minor
- One of the 2 pax is elderly, disabled or not self sufficient in any way

Singapore
In Singapore, number of guests allowed per room will be same as the maximum room occupancy.

9. Are staycations allowed in ZEN Rooms?
Philippines
Staycations are now allowed at certain destinations in the Philippines. Travelers are required to follow all the travel safety guidelines based on their intended travel destinations. Please see the list of destinations that are open for staycations: 

A. Ilocos Norte
B. Boracay
C. Manila
D. Cebu
E. Baguio City
F. Batangas
G. Bataan
H. Siargao
I. Laguna
J. Ilocos Sur
K. Bohol
L. Palawan 
M. Tagaytay

Travelers are recommended to follow the travel safety guidelines pertaining to the individual destinations before planning their trip. Guests can book their hotels on www.zenrooms.com

Singapore
Only Staycation Certified Properties are allowed to accommodate staycations and leisure travelers

If you would like further assistance, please contact our Customer Service Team via our website chat for a faster reply. We are also available on email ([email protected]) and on phone - numbers available on our Help Center Homepage.
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