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COVID-19 Protocols

Hygiene in hotels

Individuals are required to sanitise their hands at entrances, check-in counters and before entering our vehicles. We have also implemented the following hygiene protocols to ensure the safety of our guests and staff.

Vehicles

  • Non-essential items will be removed from vehicles to reduce surface areas.
  • Vehicles will be cleaned with disinfectant wipes after every trip, with a deep clean at the end of the day.

Check-in counters

  • Physical barriers will be installed, or receptionists will wear face shields.
  • Frequently touched objects, such as pens, will be sanitised after each use.

Luggage

  • Staff will not handle guest luggage. However, should you need help, the porter will first sanitise their hands and your luggage and will keep a 1.5-meter distance.

Non-essential items

  • We have removed non-essential decorative items to reduce surfaces. Magazines, books, newspapers, flowers, etc., are available on request and will be sanitised before and after use, or disposed.

Rooms

  • All surfaces, including phones, remote controls, kettles, etc., will be disinfected.
  • Where possible, glasses, cups and teaspoons will be replaced.
  • Soiled linen and towels from room changes will be removed with care.
  • At check-out, the room, including walls, furniture and bathroom(s), will be thoroughly cleaned and disinfected.
  • Rooms may be left unoccupied for a day or more to ensure decontamination before the next check-in.
  • Additional sanitising, such as room fogging or electrostatic sanitising, may take place where required.

Physical distancing in hotels

Please keep a physical distance of 1.5 metres from people and groups you are not travelling with. Lift capacity will be capped at 30% and excess furniture in common areas will be removed to ensure physical distancing.

Physical-distancing stickers, bollards and/or tape will be used at all check-in desks.

Peak-period queueing procedures will be implemented when the number of guests exceeds lobby capacity.

Check-in/out counters will be re-arranged to ensure physical distancing between guests and employees.

Capacity in the pools will be limited, and the number of loungers at pool areas will be reduced.

Physical distancing in vehicles

Please keep a physical distance of 1.5 metres from people and groups you are not travelling with. We have introduced additional measures in our cars to ensure physical distancing.

Passengers may not occupy the front passenger seat.

In standard sedans, only one person may be seated in the rear, unless guests are from the same group.

In larger luxury vehicles and SUVs, two people may sit in the back – the middle seat will not be available for use.

In minibuses, 70% capacity with a seat between each individual will be allowed.

Where possible, physical barriers will be installed to shield and protect the driver, or the driver will be equipped with a face shield.

Sanitation in hotel rooms

When arriving, guests must indicate if they want their room serviced during their stay.

The turn-down service will be terminated at our 3-star Hotels, and will only be available upon request at our 4-star and 5-star Hotels.

For long-duration stays, rooms will be cleaned every two to three days.

Unless requested by the guest, linen changes will take place when the guest departs or every four days for longer duration stays.

Hand sanitiser with 70% alcohol will be added to our range of guest amenities for guest use during their stay.

Excess cushions, throws, extra blankets, and décor items will be removed to reduce surfaces. These will be available upon request.

Minibars will be stocked with only bottled water. Other beverages and snacks are available upon request.

Our check-out and check-in times may be amended to ensure housekeeping has sufficient time to thoroughly deep clean rooms.

Hotel breakfast

Our Hotel breakfast will change as follows to increase hygiene and cater for social distancing in the kitchen and the restaurant.

Cold continental items will be served in individual preportioned receptacles in a semi-buffet presentation.

Items such as single-serve yoghurt and juices will be served in their original packaging.

Hot items will be available via a limited á la carte menu.

Where possible and operationally dependant, a full hot food and cold continental limited á la carte menu will be available.

Where possible, receptacles and single-use disposable containers will be used.

Hot beverages will be provided by service staff.

Physical distancing

Waiters and staff will keep a physical distance of 1.5 meters in the breakfast area and during room service.

Food and beverage items will be placed on the table instead of handed directly to guests.