THE HEALTH AND WELL-BEING OF OUR GUESTS IS OUR TOP PRIORITY

The health and well-being of our guests is our top priority. Therefore, we have introduced additional guidelines and a protocol of cleanliness, hygiene and social distancing in order to guarantee the safety of our guests and of our staff. These guidelines are based on recommendations from health and hygiene experts, from healthcare authorities and the World Health Organisation​.

We have reinforced the intensity and frequency of the cleaning and disinfecting of rooms, public spaces and staff areas of the hotel​.

Health monitoring has been established for our employees and also throughout our hotels in order to guarantee the safety of our guests at all times​.

We are committed to adapting our course of action depending on the circumstances with the aim of being absolutely effective and safe at all times​.

We are aware that some of the measures applied may alter the usual amenities that our guests enjoy during their stay in our hotels. We ask for your understanding at this time and your compliance with the regulations for the benefit of everybody​.

Cleaning & Safety Preventive Measures

Phase 1 specific limitations:

• Restaurant service and any other service necessary during your stay will be available to guests. These services will not be available in the public spaces of the hotel which will remain closed. In order to guarantee a high level of service, breakfast and lunch and/or dinner will be offered as a take away or room service*​.

• Open air terraces will be re-opened in hotels and restaurants but limited to 50% capacity ensuring a social distance of at least 2 metres between tables.

• The use of swimming pools, spas, gymnasiums, miniclubs, children’s play areas, discotheques, event rooms is forbidden as are all similar areas considered to be non-essential.

• Toilets will remain open, with regular cleaning as indicated in the guide.

• There will be clear signs of restricted access in those areas that are not to be used​.

In Catalonia Hotels & Resorts we have exceptionally high standards of cleaning and hygiene. In addition, we have reviewed our procedures and have increased the frequency and methods of disinfection in light of the current situation of health and safety at present​.

Phase 2 specific limitations:

• Reopening of public spaces limited to 1/3 of their capacity (subject to restrictions applied to the hospitality industry).

• A maximum capacity has been established in all public spaces

• The use of lifts and public toilets is limited to one person at a time (except for anyone requiring assistance)

• Terraces are limited to 50% of their capacity

Such procedures will be applied in all areas of the hotel in order to guarantee a safe stay for all our guests​.

The following information is for your knowledge and peace of mind: 

 

In the rooms:

• Bed linen and towels are washed in launderettes with a bio-contamination control certificate 

• Whilst your room is being cleaned, soiled laundry will be taken away in a sealed bag so as not to come into contact with any items of clean clothing

Decorative furnishings have been removed (cushions, plaids, rugs) for reason of hygiene 

• All surfaces, items and furniture in the room and bathroom are cleaned with approved disinfectant products to ensure maximum health safety 

• Non-reusable disposable items and/or microfiber cleaning cloths are used for the daily cleaning in each room

• Cleaning procedures have been reinforced with special attention to those items of high level contact: telephone, handles and taps etc. ​

• The TV remote control will be placed in the room inside a sealed bag, having been previously disinfected​

• Extra ventilation is carried out during the cleaning of the room​

• Reusable items have been replaced by biodegradable disposable items

• Non-essential stationery and magazines have been removed from the rooms. All necessary information is available from reception in digital format

• We offer our guests the option to refuse the daily housekeeping service during their stay (maximum of 4 nights)

Specific controls of supervision and verification have been established in order to ensure a correct compliance with these measures

 

In reception:

• All items, devices, surfaces and fittings that our guests may come into contact with are cleaned thoroughly during the course of the day at regular intervals ​

• All room keys are disinfected in order to be handed over safely​

• Footwear sanitizing mats are located at the entrance of the hotel  and desinfection of luggage is offered to those guests requiring this service ​

• Medical assistance is available in the hotel (IMS Salud) if required​

• New items of PPE (Personal Protection Equipment) are available for our guests: ​

- Hand sanitizing gel*​

- Masks*​

- Disposable gloves *​

*(Subject to a possible surcharge​)

• New features for safety and social distancing are in place:

- Perspex screens on the front desk​

Distance markers between guests and reception personnel​

- A special collection box for keys to avoid personal contact. ​

• Guests will be informed of the conditions of service and established measures of prevention which require their specific acceptance

• Available information: ​

- Health and hygiene measures​

- Digitalized information about hotel services and timetables as well as other information of interest about the destination  

Wherever necessarywe advise our guests to carry out the pre-check-in online in order to reduce waiting time on arrival at the hotel

 

Restaurant and Bar: (guidelines in accordance with different phases established by the appropriate authorities)​

• Services offered in accordance with each phase in every province or health region:

- Phase 1: Our guests are offered a breakfast pack (Take away breakfast) in a sealed box with: sandwich, juice, freshly cut fruit, bun or pastries and coffee in individual compostable disposable cup. Guests can request the breakfast pack the day before and collect it from the restaurant the following morning.

- Phase 2: According to the hotel and the type of reserved accommodation, guests can enjoy either;

  • A continental breakfast and a selection of hot dishes with table service.
  • Assisted buffet service with a protective screen that includes covered individual and/or single portion dishes.

• Decorative features together with shared use articles (sugar bowls, oil and vinegar sets, drink machines, etc) have been removed from the restaurant and meticulous care is taken in cleaning and disinfecting tableware, cutlery and tablecloths​

• All surfaces and furniture with which our guests may come into contact are cleaned continuously

• Furniture in the restaurant, bar and terrace areas has been moved in order to maintain the recommended social distancing

 

In other areas of the hotel:

Many of the public spaces of the hotel have restricted access at present. We apologise for any inconvenience this may cause. Our responsibility is to comply with the rules and regulations specified by the appropriate authorities for the benefit of safeguarding the health of our guests and employees. Please follow the recommendations in each area​

• Guests are advised to preferably use the stairs. Only one person at a time may use the lift, unless a separation of 2 metres is possible​

• Furniture in the communal areas of the hotel (hall, restaurant, terrace) has been moved in order to maintain recommended social distancing and information about maximum capacity has been placed in each area  ​

• You will find disposable paper dispensers in the washrooms together with information about cleaning and disinfection timetables​

• Hand sanitizing gel can be found in all areas of the hotel​

• GYMNASIUM AND SPA: Access to these areas is temporarily restricted. Please ask in reception about the possibility of individual use upon request​

 

Commitment with our staff:

• HYGIENE: Clean hands are considered to be one of the best ways to avoid spreading germs and preventing the spread of COVID-19. We urge all our employees and advise our clients to frequently wash their hands thoroughly with soap and water.  Hand sanitizers can be found in all work areas ​

• PREVENTION: The hotel staff are tested for Covid-19. In addition, their temperature is taken daily upon arrival at the hotel. All employees are using PPE including gloves and masks. The cleaning team also wear protective coveralls​

• TRAINING: All our employees have been trained in hygiene and safety relating to Covid-19​

• INFORMATION: Our Quality management team support the hotels by providing the most efficient and advanced measures concerning hygiene and safety. All regulations issued by the health experts and appropriate organisations are strictly adhered to ​

• EMPLOYEES AREA - BACK OFFICE: Hygiene and safety measures together with social distancing rules have also been reinforced in the staff areas​

 

Recommendations:

• Clean hands are considered to be the one of the best ways to avoid spreading germs and preventing the spread of COVID-19. We advice you to wash your hands frequently and thoroughly with soap and water. Hand sanitizers can be found in the communal areas for regular use ​

• The use of masks is recommended in public spaces and when leaving the hotel​

• Please cover your mouth with your elbow or with disposable handkerchiefs if you cough or sneeze​

• Please respect social distancing rules in the hotel by using the special markings, protection screens and the reorganisation of furniture​

• Information about preventive rules is available throughout the hotel​