Objective

To implement strategies and decision-making processes aimed at minimizing risks and preventing infections among our guests and staff during the “new normal.”

Risk Management

Risk management is integrated into all processes of the establishment. Management has appointed a dedicated person responsible for defining strategies and making decisions to minimize risks.

Staff Organization

We provide appropriate PPE (Personal Protective Equipment) to all staff members, following a workplace risk assessment.

Work schedules are monitored through sign-in sheets; pens are disinfected after each use.

The hotel is responsible for laundering staff uniforms along with in-house laundry.

Face masks are used whenever the job role or risk assessment requires it, and always when physical distancing cannot be maintained.

Personal items (glasses, mobile phones, etc.) are disinfected frequently throughout the workday.

Housekeeping & Cleaning

Staff in this area use appropriate PPE according to the level of risk, at minimum face masks and gloves.

Staff Facilities

In the staff dining area, capacity limits are enforced to maintain safe distancing and proper hygiene.

Posters reminding of frequent handwashing are displayed.

Street clothes must be stored in plastic bags or garment covers to prevent contact with work uniforms.

Information Measures

Suppliers and guests are informed of the measures directly affecting them (mask use, handwashing, physical distancing, etc.)

Before confirming reservations, guests are informed of service conditions and preventive measures for acceptance.

Posters with preventive guidelines are displayed throughout the property, including marked distancing at reception, restaurant entrances, and other common areas. Information on the nearest health centers and hospitals is available.

Reception & Check-In Services

Maximum capacity for the reception area is defined, and distancing measures are enforced. If distancing cannot be guaranteed, protective screens or masks are required.

Hand sanitizer (70% alcohol-based solution) is available at reception.

Contactless or card payments are encouraged, and card terminals are disinfected after each use.

Keys are placed in disinfectant containers after use or at the end of each stay.

Computers, telephones, and other devices are disinfected at the beginning and end of each shift.

Sanitizing mats are placed in reception and restaurant areas.

A non-contact thermometer is available for checking guests with symptoms compatible with COVID-19.

For parking services, staff avoid handling guest vehicles whenever possible.

Coffee shop and restaurants

Guest handling of items is reduced to a minimum.

Common-use items (oil, vinegar, salt, sugar, etc.) and decorative elements have been removed.

To avoid gatherings, guests are encouraged to consume meals on their private terraces.

For room service, staff must wear gloves and masks if distancing is not possible. All dishware, trays, and covers are sanitized.

A waste disposal protocol has been established and shared with guests.

Rooms

Reduction of textiles (including carpets), decorative objects, and amenities. Bathroom bins include lids, double liners, and non-manual operation.

Blankets and pillows stored in closets are protected.

Coat racks are disinfected after each guest’s departure.

To improve hygiene, in-room wastebaskets have been removed so that tissues, masks, etc., are disposed of in a single lidded bathroom bin.

For shared rooms among non-family guests, the risk manager defines the appropriate measures according to guest type.

Common Areas

Enhanced cleaning and disinfection are carried out in all shared spaces.

The risk manager defines maximum capacity for each area.

Hand sanitizer is available in high-traffic areas and near facilities with intensive guest use.

Pools

Guidelines and recommendations will follow scientific reports on COVID-19 behavior in swimming pool water, both indoor and outdoor, as well as in sand environments

(ICTE recommendations).

Events

When events are authorized, areas will be designated based on prior risk assessment. Capacities will be monitored, and distancing enforced during arrival, breaks, food and beverage service, and at event conclusion. Masks must be worn if distancing cannot be guaranteed.

Event spaces will be ventilated two hours before use, and distribution of meeting materials (paper, pens, water, etc.) will be carefully managed.

Cleaning Plan

Increased cleaning frequency, especially in high-contact areas.

Use of disinfectant cleaning products under safe conditions (e.g., freshly diluted bleach solution). Ethanol 62–71% or hydrogen peroxide 0.5% for one minute are also effective.

Guest rooms include specific airing protocols and linen/towel replacement.

Special attention is given to cleaning of walls, floors, ceilings, mirrors, windows, furniture, equipment, and decorative/functional items.