Club Masmavi

FAQs - measures in the resort due to Coronavirus

• Club Masmavi

  GENERAL QUESTIONS

  Do I have to bring and wear a face mask?

  Yes, depending on local specifications a face mask must be worn in certain areas. In Turkey, this is currently intended for all enclosed buildings as well as in situations in which the minimum distance to other guests cannot be guaranteed, for example in restaurants and bars, when entering fitness areas and at the pool and beach area. A face mask doesn’t need to be worn when sunbathing on the beach or at the pool, while swimming or doing sports; of course it can be removed when eating and drinking. In addition, a face mask should always be worn outside the club. To contribute responsibly to the compliance and implementation of the security measures, please bring your own face mask and respect the information signs in the club. 
  
  Is a doctor available in resort?

  A doctor is available on request 24 hours. Please contact the guest service or the reception. In addition, there are fixed office hours for a nurse in the club.

  How far is the nearest pharmacy?

  The nearest pharmacy is approx. 4 km away.
  
  How far is  the nearest hospital?

  The nearest hospital is 12 km from the club.
  
  How do you make sure the needed distances are kept?

  Generally, a minimum distance of 1.5-2.0 m is to be kept to other guests (and staff) at all times in all outlets. To ensure that the necessary distance is maintained as far as possible, the processes in all relevant areas have been adapted. Among other things, designated paths, separate entrances and exits, signage, floor markings and distance lines as well as the reduction of capacities serve to comply with the minimum distance.
  
  Do I have to consider anything when entering the country?

  Please inform yourself - depending on the booked service - regularly and especially shortly before arrival about the local (entry) regulations and hygiene measures, the respective airports as well as about specific regulations of the booked airlines.

  Is there anything I need to consider when leaving Turkey?

  It is obligatory to present a negative test for Covid-19 when boarding the plane at the gate for your departure. This test must not be older than 48 hours. Otherwise the airlines will refuse to allow you to board your flight.
  We will assist you in obtaining a so-called PCR test at the hotel. We will make an appointment with you at the reception during check-in to arrange the test directly at the hotel within the prescribed time frame. The test costs approx. € 30,- per person, also for children. The costs for the test are to be paid by the guest and are not included in the travel price.

  Are the shops in the resort open?

  The shops in the club managed by third-party providers should be open as normal. All further information can be found in the TUI MAGIC LIFE app.
  
  Can I book a rental car or excursions on site?

  Basically, yes. All current information can be found in the info folders and at the info boards.
  
  Are the conference rooms available for meetings or conferences?

  Use of the conference rooms must be individually clarified with the club due to the applicable hygiene and clearance regulations.

   

  QUESTIONS ON CHECK-IN & RECEPTION

  Is it possible to speed up the check-in in the club? 

  Yes. Simply use our TUI MAGIC LIFE app to provide us with the data which we need for your check-in. Depending on nationality we will ask you for a confirmation by signature and passports or ID on arrival. If you do not have a smartphone or tablet to install the app, you can download and print the check-in form on our website, fill it out before arrival and bring it with you. With these measures waiting times and personal contact points are reduced.

  Will the keycards be disinfected before arrival?

  Yes.
  
  Is cash payment still possible?

  We prefer cashless payment due to the current situation; however, cash is still accepted in all resorts.
  
  Will my luggage be brought to my room?

  If you need help with your luggage, we will bring it to the doorstep of your room.

   

  QUESTIONS ON HYGIENE & CLEANING

  Are Disinfection dispensers installed in the resort?

  Yes, disinfection dispensers are available throughout the resort.

  What will change in terms of cleaning? 

  All cleaning agents have an appropriate disinfection degree and proper working equipment (e.g. single-use gloves) is used. In the rooms, items like decorative pillows or day blankets will be removed. All linen will be washed with the proper temperature. Thorough cleaning and disinfection of all rooms takes place after every departure. Furthermore, all public areas will be cleaned more often and intense.  

   

  QUESTIONS ON FOOD & BEVERAGE

  Are there changes in food and beverage or restaurants?

  We still offer a large All-Inclusive variety in the main restaurant Magico and the specialty restaurants. We adapt the way we serve the food to local specifications. Signs and marks will help in all restaurants to keep those guidelines. Generally, food and drinks will be served from the buffet and stations. Self-service is not possible due to local specifications. If needed we will enlarge the opening hours and/or implement reservation systems to make sure distances can be kept. The specialty restaurant Teppanyaki (for a fee) is not open until further notice.

  How can I get a drink?

  Either the drinks are served at your table or handed over by our employees at the beverage stations. Due to local requirements, self-service will be not possible presumably.

  Do I have to wear a face mask in the restaurant?

  According to local legislation, a face mask must be worn when entering the restaurant, in the hallways, on the way to the buffet and to the toilet. No face mask is necessary at the table.
  
  Are there changes regarding the Bars, Coffee House or Snacks?

  We still offer all kind of drinks, snacks, pastries and hot drinks; they usually will be given to you by our employees. Self-service is currently not possible due to local specifications. Only the lobby bar and the aqua bar are closed for the time being. Snacks and normal bar service are available at the beach bar.

  What are the opening times for the restaurant?

  The current opening times of all restaurants can be found in the TUI MAGIC LIFE app.
  
  Can we sit together in a group?

  Travelers belonging to one travel group can sit together.
  
  Is room service offered?

  Yes. This service is offered as usual.

   

  QUESTIONS ON BEACH & POOLS

  Can the pools and the beach be visited as usual?

  Yes, the beach and the pools will be opened in accordance with local regulations (e.g. capacity limitations). Sun loungers will be placed with sufficient distance. In the pool and beach area wearing a face mask is generally intended if the minimum distance to other guests cannot be guaranteed; it can of course be removed while swimming or sunbathing.
  
  Is the aqua park opened?

  Yes, the aqua park will be opened in accordance with local specifications (e.g. capacity limitations). We kindly ask the parents to supervise the adherence of their children to the distance rules.

  Is the indoor pool open?

  The indoor pool is open during the winter season.

   

  QUESTIONS ON SPORTS & ACTIVITIES

  Is the gym open and what do I have to consider when going to the gym?

  Yes, it will be operated based on guidelines and local regulations. A minimum distance of 2.5m at cardio devices and 1.5m at all other devices must be kept. Additionally, we recommend leaving devices empty between guests to keep distance. Our guests must disinfect the equipment after use. The changing rooms and lockers cannot be used – please leave your valuables in your room and visit the gym already dressed for sports. It is currently necessary to register via the TUI MAGIC LIFE app for a visit of the fitness studio. The opening times of the fitness studio may vary due to local legislation.

  Will group fitness activities take place?

  The fitness courses will take place in compliance with the distance regulations and therefore with a reduced number of participants. Only a few activities, such as dance courses in which the specified minimum distances cannot be maintained and fitness in the pool (e.g. aqua cycling) must currently be suspended. In order to regulate the number of participants, the registration for fitness courses is offered via the TUI MAGIC LIFE app. The activities will be repeated during the day to make up the level of capacity. The hotel team is happy to support, in case you have any issues with the registration via app.

  Is the fight gym open?

  Yes, it is open and can be used based on guidelines and local regulations. Equipment like gloves cannot be used, fight gym courses won´t take place.
  
  Will Beach Volleyball be offered?

  Yes, but with maximum three players in one team.

  Is it possible to play soccer?

  Games with other guests are not possible due to hygiene regulations. Football related activities like penalty shoot-outs, football tennis and others will be alternatively organized by the entertainment team.

  Will archery be possible?

  Yes. The reservation for archery can be done via the TUI MAGIC LIFE App.

  Is it possible to play tennis?

  Yes. The reservation of tennis courts and the booking of course can be done via the TUI MAGIC LIFE App.

  Will bike tours be offered?

  Yes, you can register for a bike tour at the Bike-Station / Bike Guides.

  Is cycling offered?

  Yes. Fitness cycling is offered outdoors.

  Do I have to register for all activities?

  To adjust the number of participants we offer to register for some activities via the TUI MAGIC LIFE App. For fitness courses, archery, tennis the registration will be possible via the app in advance. The hotel team is happy to support, in case you have any issues with the registration via app. Registrations bike activities will have to be done in advance at the bike station, all other activities can be participated in without reservation.

  Will the Special Dance Week with the Flying Steps Company in August take place as planned?

  No, the event planned for August has been canceled due to the current distance regulations.

  Is diving offered?

  Diving will be offered by our external provider in compliance with the applicable distance and hygiene regulations.

   

  QUESTIONS ON ENTERTAINMENT

  How will the entertainment be like?

  We still offer a varying programme. Darts, Boccia, club dance and similar will take place with the needed distance. Shows, Live Music, DJ performances and Cinema will usually take place outside according to the valid distance regulations. Theme days will currently not take place in order to respect the new hygienic rules.

  Which activities cannot take place at the moment?

  Our entertainment team continues to offer a very varied program, only a few activities in which the specified minimum distances cannot be maintained must currently be suspended. This applies, for example, to the pool game, the pool party and water polo.
  
  Do the shows take place as usual?

  Yes, the shows take place as usual in compliance with the applicable distance regulations. If necessary we can offer a second show time to make sure distances can be kept.
  
  Will there be Parties and Night Clubs?

  Parties and Night Clubs in enclosed buildings will not be operated but an alternative programme at spacious outdoor areas will be provided. The evening programme remains very diverse with shows, live music, DJ sets, games, our nightline and at least two parties a week. At our parties, it is necessary to wear a face mask on the dancefloor until further notice, since the required minimum safety distance is difficult to maintain after initial experience.
  
  Will the TUI MAGIC LIFE Oktoberfest take place?

  Yes, taking into account the applicable distance and hygiene regulations, the Oktoberfest will also take place this year.
  
  Will the TUI MAGIC LIFE events take place as planned?

  No, all events are cancelled for this year due to the valid distance regulations.

   

  QUESTIONS ON FAMILY & KIDS

  Will the MAGIC Kids Club be open?

  Generally, our MAGIC Mini Club, the MAGIC Kids Club, the Youngsters Club and the Teens Time will be open for the different age groups while we follow local regulations. The programme will be adapted according to the distance rules. Therefore, activities like MAGIC Mini Dinner, Teens DJ Workshop & Baking/Cooking cannot be offered for the moment. The MAGIC Mini Disco is offered in a modified form as a MAGIC Fairy Visit. Kids Club attendance will be bookable via the app and a defined drop off and pick up procedure for the children will be implemented. Regular washing of hands over the entire care period, constant disinfection of furniture and toys as well as regular ventilation of the rooms ensure maximum safety and hygiene in the MAGIC Kids Club.

  Is there a children's meal or children's buffet?

  The MAGIC Mini Dinner can currently not take place in the usual form due to the applicable distance and hygiene regulations. Instead, our little guests can look forward to a children's plate at the regular buffet, accompanied by their parents.

  Is the MAGIC Mini Disco taking place?

  The MAGIC Mini Disco takes place according to the applicable distance rules in a modified form as a MAGIC Fairy Visit.

  Are the playgrounds open?

  The playgrounds within the Kids Club grounds are part of the normal Kids Club activity programme. Kids participating in the kids activity programme can enjoy the playground under supervision of our kids entertainers. Moreover, they can be used by children under the supervision of parents when the Kids Club activities end.

  Is the swimming school offered for children?

  Yes. The swimming school will be offered by Balina as a third party provider in the club. The concept is slightly adapted in accordance with the applicable distance and hygiene regulations.

  Is the baby package still available and can a baby phone be borrowed?

  Yes. The baby package (includes a blanket, playpen, bath tub, pot and bottle warmer) as well as a baby phone can be booked against charge and on request. Baby phones are currently not available.

   

  QUESTIONS ON SPA & WELLNESS

  Is the spa /wellness area open?

  Yes, it will be operated based on guidelines and local regulations. In the spa wearing a face mask is generally intended.
  
  Can saunas be used?

  Yes. Sauna, hammam, whirlpool and steam bath can be used.

  Can I book massages and cosmetic treatments?

  Yes.

• General information

  The travel warning for the tourist regions will be lifted with immediate effect, but the following conditions are mandatory:
  Adherence to the hygiene concept decreed by the Turkish government, this includes among other things a mandatory PCR test (test for corona viruses) for all travellers in Turkey within 48 hours before returning to Germany.

  Where can I have the PCR test done?
  You can have a PCR test performed in your booked hotel, in test centres in your holiday resort and at the airports. The staff of your hotel will support you and provide the necessary information. In addition, our colleagues are available for you on site or via multimedia.

  Do I have to register for this? Where can I register for the PCR test?
  You can register for a PCR test at your hotel, which will also be carried out by medical personnel at your hotel. It is planned to introduce fixed consultation hours in the hotels.

  How can I register at the airport or at the test centres and where are they?
  It is not necessary to register at the airport or at the test centres. However, waiting times have to be expected here. Therefore our recommendation is to have the PCR test performed at the hotel.

  How far in advance do I have to have the PCR test done?
  The PCR test must be performed within 48 hours up to a maximum of 24 hours before your return flight. You can make a reservation for the PCR test in your hotel directly at the hotel reception upon arrival.

  How old may the PCR test result be?
  The PCR test must be performed within 48 hours up to a maximum of 24 hours before your return flight. Older PCR test results will not be accepted.

  Can I get tested at the beginning of my holiday or in between?
  You can get tested at any time for a fee of 30 euros at the hotel and airport or 15 euros at the test centres.

  When and how do I get the PCR test result?
  You will receive an e-mail or SMS with the PCR test result on your return flight at the latest. When the PCR test is carried out, registration with an e-mail address or mobile phone number is necessary.

  What if I do not have an e-mail address or mobile phone number?
  In this case you can enter your holiday hotel as contact.

  How much does the PCR test cost?
  The PCR test costs 30 Euro per person in your holiday hotel and at the airport or 15 Euro in the test centres in your holiday resort. You have to pay the costs yourself.

  What happens if I test positive?
  Your PCR test result will be reported to the Ministry of Health and you must immediately go into quarantine at your holiday hotel. Your holiday hotel as well as our local staff will support you, medical care is guaranteed by the hotel.

  Where do I have to go into quarantine?
  As long as your state of health permits, you can remain in quarantine at your holiday hotel. Your holiday hotel will provide you with all the necessary care.

  Do I get medical attention?
  Yes, you will also receive the necessary medical care and support at your holiday hotel.

  Will I be tested again after quarantine?
  Yes, further PCR tests will also be carried out during the quarantine. As soon as you receive a negative PCR test result, you can start your journey home.

  What happens if my state of health deteriorates?
  You will then be taken to the nearest hospital immediately.

  Do I have to be tested again in Germany?
  No, as long as the PCR test is not older than 48 hours, the German authorities recognize its validity.

  Does the PCR test requirement only apply to departures to Germany?
  Yes, the Turkish government's hygiene concept must be adhered to. This includes compulsory PCR testing for all travellers in Turkey within 48 hours before returning to Germany.

  Are there other regulations for non-German citizens or is the country of destination the decisive factor here, regardless of nationality?
  The valid regulations are independent of your nationality. The decisive factor here is the country of destination.

  Does the obligation to perform PCR tests also apply to return trips to Austria and Switzerland?
  Please check the respective travel and safety instructions of the respective country.

  Do my fellow travellers also have to be in quarantine if I test positive?
  If your fellow travellers have a negative PCR test result, they can go home. If the PCR test result is also positive, the 14-day quarantine period applies.

  Does the PCR test requirement also apply to travel from September onwards?
  According to current information, yes. However, changes to the travel and safety instructions of the German Foreign Office can be made at any time.

  Does the COVID-Protect insurance from AXA Partner apply? What does the COVID-Protect insurance cover?
  No, because it is not a medical order but an official order, the COVID-Protect insurance from Axa Partners does not cover the costs of the PCR test. All information and services of the Covid Protect insurance can be found at the top of this page. Costs in connection with medical care or quarantine are covered by TUI's COVID Protect insurance.