LEAD WITH CAREFOUR SEASONS ENHANCED

GLOBAL HEALTH AND SAFETY PROGRAM

OUR COMMITMENT TO YOU

At Four Seasons, the health and safety of our employees, guests and

residents has always been our first priority - and now more than ever

in the current COVID-19 environment.

Our global Lead With Care program introduces full-scale

enhancements to our already stringent health and safety

procedures, reviewed by a cross-functional global response team.

This new program is about offering genuine care and the highest

levels of service, enhancing procedures to protect our guests,

residents and employees, while also ensuring that they feel safe and

reassured.

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LEAD WI TH CARE

LEAD WITH CARE

Grounded in health care expert ise and enabled by access to

leading technologies and tools, the Lead With Care program is

focused on providing care, confidence and comfort to all Four

Seasons guests, partners, employees and residents within the new

COVID-19 environment.

Lead With Care program will be implemented by dedicated teams at

Four Seasons propert ies around the world, including a dedicated

COVID-19 Advisory Board to inform health and safety decisions

based on the latest scientific knowledge.

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ENHANCED GLOBAL HEALTH AND SAFETY PROGRAM

ENHANCED CLEANLINESS

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• Each Four Seasons property appoint ing a Hygiene Officer focused

on implementing enhancements to already stringent procedures;

• Rooms disinfected daily with EPA approved products and will

have blacklight inspection by room attendants;

• Focused re-training programs for Housekeeping teams on all

cleaning protocols are being implemented across the portfolio;

• Public areas cleaned hourly with extra attention to frequented

areas including front desk counters and public restrooms;

• The COVID-19 Advisory Board exploring options to equip

propert ies with the latest tools and technology, including

electrostat ic spraying, ozone technology for air purification

and/or UV technology for HVAC systems.

LEAD WI TH CARE

HEIGHTENED GUEST SAFETY AND COMFORT

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• Lead With Care kits placed in each guest room providing masks,

hand sanit izer and sanit izat ion wipes, with addit ional masks

supplied on demand;

• Social distancing measures embedded in all services for guest

protection, including appropriately spaced fitness equipment,

modified spa menu and services, contactless check-in and

housekeeping services;

• Restaurants and bars may operate with reduced capacity to

ensure adequate space and socially distant set -up;

• Nearly all restaurants providing a-la-carte service with digital

menus wherever possible;

• In Room Dining offering contactless delivery outside guestrooms

along with sustainable, single-use packaging.

LEAD WI TH CARE

EMPOWERED EMPLOYEES

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• Lead With Care t raining building on Four Seasons legendary service

model and diligent attention to detail, ensuring Lead With Care

procedures are delivered in a thoughtful, attentive manner that

balances guest safety with personal reassurance and comfort;

• The COVID-19 Advisory Board advising on the global t raining

program for all employees including: ensuring employees have a

well-informed understanding of the disease and its t ransmission,

providing guidance on appropriate social distancing and use of

personal protective equipment, as well as physical and mental

health monitoring and support;

• Grounded in emotional intelligence, employees are undergoing

behavioural training, ensuring empathetic, personalised care and

connection are not lost in the absence of close contact and

limited face to face interaction.

LEAD WI TH CARE

HIGHEST LEVELS OF CONTACTLESS PERSONAL SERVICEFour Seasons continues to invest in its award-winning App and Chat

that further allows guests to control how they engage with others –

limit ing face-to-face interactions while maintaining the highest levels

of personal service.

Supported by actual employees on property, versus chatbots, Four

Seasons Chat has received 10+ million messages and averages

approximately 580,000 messages a month. Features include the

ability to make and manage reservations, request luggage pickup,

airport t ransfers, room service, restaurant and spa reservations, and

much more. Wait -free check-in and check-out is also offered, while

Four Seasons Chat integrat ion offers instant translation of 100+

languages giving guests the flexibility for contactless engagement

throughout their stay.

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LEAD WI TH CARE

GUEST EXPERIENCE

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While the Four Seasons experience may look different in this new environment, it will ultimately

feel the same – our dedicated people will continue to deliver the same intuitive service and

personalised care for which Four Seasons is known and trusted. And with properties in key cities around the globe, our clients can trust that they will receive this same level of service excellence

no matter where they stay with us.

Arrival• Screening procedure for all guests.

• Digital check in options through the FS App will be encouraged.

• Lead With Care kits in each guest room with masks, hand sanitizer and sanitization wipes.

Housekeeping

• New cleaning protocols

• Rooms disinfected daily with EPA approved products with blacklight inspection.

• Turndown upon request only.

• Public areas cleaned often with extra attention to frequented areas including front desk counters and public restrooms.

• Guests may use FS Chat to make any laundry requests.

Spa & Fitness

• Spa serv ices temporarily closed.

• Fitness center will hav e social distancing measures in place such as spacing between equipment.

• Limited hours of operation.

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Pre-Arrival• Pre-arriv al communication will advise

on screening procedures.

• Priv ate transportation is recommended.

• Download FS App for mobile check in and Chat.

• Restaurants and bars operating with reduced capacity to ensure adequate space and socially distant set-up.

• A-la-carte serv ice, with digital menus where possible.

• At Your Door Serv ice - offering contactless in room dining deliv ery outside guestrooms along with sustainable, single-use packaging.

Dining Meetings

• Socially distant setup for all meetings and ev ents.

• All group meals will be serv ed a-la-carte.

• Open air v enues where possible.

• Consideration for enhanced technological requirements: Wifi, A/V and streaming capacity.

• Buyouts av ailable for greater exclusiv ity and privacy.

Departure

• Encourage digital check out through FS App or Chat.

LEAD WI TH CARE

FOUR SEASONS RESORT PUNTA MITAOpening With Care July 1, 2020

OPEN YOUR SOUL TO THE HEART OF MEXICO

PRE-ARRIVAL COM M UNICATION

Prior to your stay with us, please consider the following:

• I f feeling unwell, please do not travel and see your healthcare provider.

• I f you have been diagnosed with COVID-19 in the past 14

days, have been exposed to a confirmed case of COVID-19 in the last 14 days, or have returned from international travel in the past 14 days, please contact the Hotel.

Please be aware of the following:

• Our employees will be wearing masks and other protective equipment, as recommended by the Centers for Disease Control (CDC) and required by local law.

• We recommend guests wear a mask when travelling and staying with us.

• Private transportation to the hotel is recommended.• Drivers will wear masks; t rained by Four Seasons in

hygiene

• Upon arrival at the hotel, there will be a screening procedure that includes a temperature screening.

• Highly encouraged to download App and FS Chat

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PRE-S TAY COM M U NICATION OF THE FOLLOWING

AS OF JULY 1, 2020:

• Temperature check on every arrival to the Resort

• Villa and Beach Home guests will drive directly to their unit

• Luggage handling to follow LWC protocol

• Bellman drivers masked• Guests must sit in the back; extended carts

• Housekeeping services once per day• Guest supply kit to include masks, gloves and hand sanit izer

• Stat ionery, magazines have been removed from guest rooms• What remains can be cleaned or will replaced every day/stay

• Room service and other information will be available through the television

• Guests can use their phone to control the TV if desired• There will be a letter in room explaining LWC and how

to find information – Chat and TV

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HOTEL GU IDELINES - ROOM S

AS OF JULY 1, 2020:

• Fitness Center• Fitness Center may be closed• Fitness classes will be offered outside; Classes will be limited

in size

• Cleaning after every use of equipment; equipment will be socially distant

• Trail runs and bike routes have been established• Spa services will not be offered, except Reiki

• Will offer meditat ion, sound baths

• Salon services including nails will not be offered• Golf, Tennis, Basketball Courts are open• Bikes are available• Beach activit ies are available – kayaks, paddle boards,

t rampoline

• In Room Fitness Kit

• The Game Room and The Container are closed

• Vendors must provide their safety protocols to FS

• FS will t rain the transportation company

• Hand sanit izer stat ions will be located throughout the Resort

• Guests will be given a travel kit when they leave – masks, gloves,

antibacterial12

HOTEL GU IDELINES - ROOM S

AS OF JULY 1, 2020:

• All staff have undergone Lead with Care training and will be following stringent protocols

• Restaurants mandated maximum occupancy 30%

• F&B Staff will wear masks

• Most restaurants and bars will be open

• Opening outlet schedule follows• Established governmental protocols will be followed• Breakfast will be a la carte• In Room Dining can be left outside the guest room door• Menus will be disposable

• All pools and both beaches will be open, set for social distancing• Guests can reserve chairs at beach or pool for their stay• Hourly pool amenit ies and afternoon ice cream remain• Guests can order food from their chairs

• No amphibious waiters• Floats not provided at pools; lazy river floats will be sterilized

between uses

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HOTEL GU IDELINES - ROOM S

AS OF JULY 1, 2020:

• Current property programming will be offered• Size limits; social distancing; moved outside where possible• Includes tequila blending, mezcal classes, dreamcatcher

and catrina making, etc

• Hakari will be open• Max 4 Shoppers• Limited Hours – 10am – 7pm

• Offsite activit ies• Boating is current ly not permitted – no Catch and

Cook/Fishing/Trips to Marietas Island• Mercedes and Sufi restaurants open• Checking on Sayulita

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HOTEL GU IDELINES - ROOM S

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ROOM S OVERVIEW - PU BLIC

SERVICES HOURS OF OPERATION

Kids for All Seasons Closed - In Room KFAS Kit available; KFAS activit ies available

Fitness Center Currently closed; Some equipment may be moved outside

Fitness Activities Class size limited

Outdoor Fitness Classes Class size limited

Apuane Spa Closed – Meditat ion, Sound Baths, Reiki available.

Salon Services Available in room by appointment only

Housekeeping Services Once Daily

Honor Bar Will be replenished with Housekeeping service.

Golf Daily, 7:30 am to 4:00 pm (last tee t ime).

Tennis Daily, 7:00 am to 7:00 pm.

Basketball Daily, 7:00am to 9:00 pm, available on first -come first -serve basis

Beach Activities Daily, some activit ies are not available.

Game Room Closed

The Container Closed

Hakari Open 10am – 7pm; Max 4 shoppers

Cultural Activities Class size limited

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FOOD AND BEVERAGE OVERVIEW - PU BLI C

OUTLET HOURS OF OPERATION

Dos Catrinas Daily Breakfast, Lunch, and Dinner

Bahia Daily 6:00 pm to 10:00 pm

Aramara Closed

Tail of Whale Daily 8:00 am to 5:00 pm - **** Open June 16

In Room Dining 24 Hours, drop off available

Dos Catrinas Bar Daily 5:00 pm to 12:00 am, Nightly Music!

Dos Catrinas Coffee Bar Daily 6:30am to 11:00am, Coffee & Conchas

Aramara Bar Closed

Shack Bar Open Thurs, Fri, Saturday 5pm to 12am – Live Music/DJ

Cora Bar Closed

Nuna Pool Daily Sunrise to Sunset

Nuna Bar Not Open for Service - Barstools remain for guest comfort

Tamai Pool & Restaurant Daily 11am to 6pm

Pool Amenity Program Hourly 11am to 4pm; Ice Cream at 3pm!

Lazy River Daily 11am to 6pm (Towel and Beverage Service Only)

Cuevas Beach Daily Sunrise to Sunset

ManzanillasBeach Daily 11am to 6pm

Gelato Shack Closed

FOUR SEASONS RESORT PUNTA MITAOpening With Care July 1, 2020

OPEN YOUR SOUL TO THE HEART OF MEXICO