GUIDE FORSAFETY AND

HYGIENEPROTOCOLSSARS-CoV-2

(COVID19)

Hotel’s access Lobby and Check-inCheck-outSuitesPublic AreasElevatorsKitchensRoom ServiceRestaurantsSpaHair SalonGymKids ClubLaundry

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INDEX

ALLcare & funinclusive

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2. Lobby and Check-in

• Lobby’s maximum capacity is 40 guests.

• The seats are 1.5 meters away from each other.

• We have automated sanitizing gel (70% alcohol based) pedestals, which refill and proper function are verified constantly.

• The reception counter and its equipment (phone, computers and other objects) are sanitized every 30 minutes.

• 4 primary guests can be helped at the same time at the reception counter, respecting the distance indicated by the signage on the floor.

• We avoid object interchange between the coworker and the guest. If necessary, the coworker disinfects his/her hands and encourage the guest to do the same.

• Coworkers disinfect the devices and objects used before, during and after the check-in process.

• The receptionist will put the bracelet on the primary guest, afterwards he/she approaches to the rest of the guest’s party to repeat the process. Each bracelet is previously disinfected.

• We ask the guest’s e-mail and we send recommendations for having a better safety and hygiene experience.

1. Hotel’s Access • A welcome health kit will be given to each guest upon arrival, which includes a facemask and an individual sanitizing gel (70% alcohol based). Guests will be instructed to disinfect their hands first and after that, put on the facemask.

• If the guest takes our airport-hotel transport, the welcome kit will be given before boarding the unit, in addition temperature measurement and footwear disinfection protocols will be performed.

• If temperature is 38°C or higher, we reserve the right to allow the access to the facilities.

• The bellboys’ team will perform the luggage disinfection protocol, as soon as it arrives into the lobby.

• If the guest leaves the hotel and uses his/her own vehicle, it will be properly disinfected when coming back.

• Coworkers have to fulfill the Personal Protection Equipment (PPE) and personal hygiene protocols at all times.

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3. Check-out • The guest receives the check-out letter though e-mail, a safe and express way to complete the process, from the comfort of the suite.

• When a guest requests for the bellboy service, he/she will be asked to leave the luggage outside the suite, where it will be disinfected before it goes to the lobby.

• For hand luggage and bags, the guest will be asked to leave them in the designated area for its proper disinfection.

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4. Suites

• The suite’s cleaning and disinfecting protocol will be done on a daily basis mandatorily. We urge the guest to accept it without interruptions.

• The housekeeping coworkers follow the Personal Protection Equipment Protocol (PPE) and personal hygiene protocols during this process.

• The suite’s disinfection is made with a chemical sprinkler. No chemical product that does not comply with the disinfection protocols is used.

• Every chemical product used is FDA and EPA approved.

• We perform ATP tests with bioluminescence to evaluate the cleaning degree.

• Antimicrobial tissues are placed, which helps encapsulate any viruses or bacteria.

• Other performed protocols are: making the bed protocol, air circulation protocol and the UV verifying protocol, this last one ensures there are no fluids or signs of contamination.

• In the case of finding contaminated linens or residues, the sanitary safety protocol will be performed.

• The housekeeping carts are provided with a manual sanitizing gel (70% alcohol based) dispenser, for exclusive use of the housekeeper. Housekeepers must not take any personal objects or food.

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5. Public Areas

• The sun-loungers and other furniture are located 1.5 meters away from each other.

• The swimming pools capacity was reduced 50%. Every two hours the coworkers have to maintain the bleach concentration into the recommended levels.

• The towels are given by the pool concierge and the pool staff to the guest for his/her safety and comfort.

• In the hallways, the cleaning protocol is performed twice a day and the bathroom disinfection protocol 4 times a day with chemicals approved by the FDA and EPA.

6. Elevators • Outside each elevator a sanitizing gel (70% alcohol based) pedestal is placed. Hand disinfection is mandatory before pushing any external or internal buttons.

• The allowed capacity is reduced to two guests, or 1 guest with a stroller.

• In the screens, a message with correct hygiene practice is broadcasted.

7. Kitchens • Disinfection and cleaning, personal hygiene and Personal Protection Equipment protocols are implemented in every kitchen.

• The staff must wash and disinfect their hands every 30 minutes or before, if needed.

• The use of black gloves and face mask is mandatory at every moment.

• Food is cooked above 70°C and the cold line is properly maintained.

• High standards and protocols are applied in food cooking.

8. Room Service • Food is carried covered with vitafilm plastic and cover.

• The waiters follow the personal hygiene protocol before placing the food in the place designated by the guest. At every moment they wear their personal protection equipment.

• The requested spices are sent in disinfected individual bags.

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9. Restaurants • At the entrance of each restaurant the guest can find a sanitizing gel (70% alcohol based) pedestal.

• The capacity of restaurants and bars has been reducedto 50%.

• The minimum distance between one chair’s back and the other is 1.5 meters.

• Table cloths were removed in order to avoid any bacteria on them.

• Table and chair surface are disinfected after each service.

• The menu is disinfected before it is given to the guest. The process is repeated when closing the restaurant.

• Waiters give clean and disinfected napkins and cutlery to each guest.

• The kitchen staff serves the food to the guests in each restaurant that is not a la carte, including the Sunday brunch. The utensils are changed every 10 minutes.

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10. Spa

• Reception’s maximum capacity is two guests and two receptionists.

• The relaxing zone’s maximum capacity is 5 guests, practicing social distancing.

• Each both is provided with an automated sanitizing gel (70% alcohol based) dispenser and hand wash.

• The both is disinfected with a chemical sprinkler before and after each service.

• We offer only packed snacks and disposable bottles of water.

• All the linens are changed daily, even if they weren’t used.

11. Hair Salon • Cleaning, disinfection, Personal Protection Equipment and hygiene protocols are implemented in each service.

12. Gym

• Maximum capacity: 10 guests.

• Each guest must follow the access protocol to enter.

• All the equipment is cleaned and disinfected every 30 minutes.

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13. Kids Club

• Maximum capacity: 10 children.

• Before the child’s access we measure his/her temperature and register his/her entrance.

• The playground and games are disinfected every 30 minutes.

• Every area is cleaned and disinfected before and after being used.

• The chairs in the small theater are 1.5 meters away from each other.

14. Laundry

• The washing and drying of the clothes are performed in accordance to the standards and routine procedures of the health center.

• The laundry equipment is cleaned and disinfected before and after each load.

• We follow the collection, handling and washing protocol for clothes that may be infected.

• The clothes are dried during a not longer than 2 hours period after washing, to avoid the growth of fungi and bacteria.

• The clothes are ironed in a temperature between 105°C and 110°C. They are immediately packed, in order to avoid contamination during storage, transportation and delivery. The clothes are stored in a dry and ventilated place, on stainless steel or plastic shelves to reduce the growth of microorganisms.