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Our Commitment to You

Embarc’s Statement on the Coronavirus (COVID-19)

Notice: We will continue to update this page as the situation around COVID-19 evolves and additional information becomes available.

Updated: August 21, 2020

Read: Enhancing the Embarc Standard of Clean.

Read: A note from CEO Mike Flaskey to team members.

As the situation around the new coronavirus (COVID-19) continues to evolve, the safety and well-being of our members and team members remains our top priority. We are closely following government instructions, as well as guidance from the Centers for Disease Control and Prevention (CDC), World Health Organization (WHO) and Health Canada. Keeping everyone's health and safety in mind, we have temporarily adjusted our cancellation policies.

Face Coverings

As part of our Embarc Standard of Clean practices, all Embarc team members will be required to wear face coverings while working in public areas. Signs will be posted encouraging guests to wear face coverings and practice social distancing by remaining at least six feet away from other groups.

Additionally, we will be following local government mandates in areas that require the use of face coverings by guests in all public spaces (with certain exceptions), including:

Reservation Options

We understand that these uncertain times call for additional flexibility, and we continue to take steps to offer you options with your membership.

Embarc Resorts will continue to provide members with reservations scheduled to arrive at any Embarc managed property the ability to cancel up to 15 days prior to arrival without penalty through September 1, 2020.

Effective September 2, 2020, members scheduled to arrive at any Embarc Resorts managed property after September 1 can cancel any reservation up to the date of arrival without penalty due to any local, state, province or federal mandated closure. This includes border closures and mandatory quarantine guidelines. Once your reservation is cancelled, all points used at time of booking will be released back to your account.

Following guidance from health officials, we are rescheduling an Events of a Lifetime® member cruise and have postponed several Diamond Live shows to protect our artists, members and guests.

Resort Safety

We are closely following recommendations from Public Health Agency of Canada, the Centers for Disease Control and Prevention (CDC) and World Health Organization (WHO), and are taking precautions to protect the health and well-being of everyone at our resorts, including:

  • Undergoing enhanced cleanings at the resorts, with a special focus on public areas and the accommodations
  • Increasing the frequency of cleanings, especially on frequently touched surfaces, such as doors, counter tops and furniture
  • Providing additional trainings for team members on washing and sanitation techniques
  • Using recommended disinfectant cleaning wipes at the check-in areas
  • Offering additional hand sanitizing gels around the resorts

Our team is available to answer any questions you may have, and can be reached by calling 1.800.767.2166 or emailing EmbarcMemberServices@diamondresorts.com.

While we are dedicated to assisting all members, owners and guests as quickly as possible, all of our call centers are experiencing unusually long hold times.

You can find updated information about COVID-19 and travel guidance for Canadian members on the Government of Canada’s website at: www.canada.ca/en/public-health/services/diseases/2019-novel-coronavirus-infection.html

You can find updated information about COVID-19 and travel guidance on the CDC’s website at: www.cdc.gov/coronavirus/2019-ncov/travelers/.

The CDC’s guidance on COVID-19 and cruise ship travel can be found here: www.cdc.gov/travel/page/covid-19-cruise-ship.

Thank you for your trust and support, and we look forward to welcoming you home soon.