Our Commitment to You

Front Desk and Lobby

• New protocols minimize guest contact with personnel through a streamlined check-in and check-out process. Electronic express check-out is preferred.
• Social distancing measures have been implemented, wellness best practices signs are prominently posted, and all lobby brochures, magazines and papers have been removed.
• Enhanced sanitization procedures are in place at the front desk, in the lobby and across guest touch points throughout the hotel, with disinfecting taking place regularly.
• Sanitizing stations or wipes are available for your use throughout the hotel.
• Bell service may be offered, and bell staff must wear all required Personal Protective Equipment (PPE) (for example masks), practice social distancing and deliver luggage to the guest room entrance door. Bell staff will not enter the guestroom.

Valet Parking

• For the foreseeable future, we will encourage and offer only self-parking, when possible.
• For valet only hotels, there is a queuing experience that allows for proper social distancing.
• Valet stands will be disinfected hourly.
• We will adjust payment options to allow for a contactless experience, where practical.
• Attendants will wear masks and gloves and utilize new gloves with each vehicle.
• Attendants will disinfect the vehicle door, keys, steering wheel, and gear shift upon returning the vehicle to the owner.
• Each partnering valet vendor will provide their own brand safety and cleanliness standards. Ask your hotel contact for a copy of the vendor guidelines, if desired.

Guest Rooms and Housekeeping

• Enhanced and thorough cleaning protocols will be implemented in guest rooms. If possible, guest rooms will not be entered for 24 hours after check-out, at which time the room, linens and all touch points, for example, door handles, light switches, faucets, thermostats, telephones, television remotes, clocks and hangers will be cleaned with chemicals aimed at killing COVID-19.
• Unnecessary items will be removed from guest rooms, such as decorative pillows, bed scarves, paper notepads and pens.
• For guest and employee safety and well-being, daily housekeeping service will be by request.
• Clean linen is not permitted on the same housekeeping cart as soiled linen and trash. Similar operational practices must be implemented for the in-house laundry.
• All guest room linens and laundry will be washed and sanitized with chemicals that kill the COVID-19 virus, and at temperatures that likewise kill the virus. 

Food and Beverage

Breakfast Offerings

While recognizing the importance of a quality breakfast, offerings have been adapted to prioritize your health and safety, including:

Breakfast buffets/offerings must comply with local regulations, with breakfast rooms closed where and when required to avoid unnecessary guest congregation.

There are three options for breakfast offerings:

• Enhanced ‘Grab & Go’ offerings will be implemented in many hotels providing guests with pre-packaged food and beverage options.
• If permitted by local ordinances and guidelines, hotels may provide a breakfast buffet with food plated by staff to minimize guest contact with food, beverages, serving utensils and surfaces – preventing cross contamination.
• Hotels may offer a breakfast table service.

Kitchens

• Kitchens will be deep cleaned and disinfected regularly. Food preparation stations will be sanitized before and after each use.
• Staff must wear all required PPE as required by local guidelines.
• Deliveries, by both vendors and staff, must follow all safety protocols, to include those related to PPE.

Restaurants

• All dining tables and chairs will be disinfected after each guest use.
• Dining room capacities will adhere to local ordinances and guidelines.
• For hotels offering room service, orders may be delivered to the guest room entrance.  Guests may consider picking up their orders at the restaurant.

Lounge/Bar

• Operations and capacities will adhere to local ordinances and guidelines.
• Bar, bar stools, tables and chairs will be disifected after each guest use.
• Hotels may consider beverages to go.

Public Amenities

• When allowed to open, public amenities such as fitness centers and swimming pools will be cleaned on closely monitored schedules with disinfecting chemicals. Each evening, these areas may also be sanitized with the use of electrostatic fogging, ozone generators or ultraviolet devices.
• When allowed to open, they will only be used, exclusively, by hotel guests, with limited capacity to ensure that all health recommendations are followed.
• Guests are required to wipe down the fitness equipment after each use.
• Hand sanitizer or wipes will be provided for guests and employees.

Gift/Sundry Shops

• May remain open if permitted by local ordinances and gudelines.
• Social distancing measures will be implemented.
• Staff should assist guests with products to avoid frequent guest contact.
• Staff will wear PPE, both masks and gloves.

Spa

• Spas, salons, retail and hydrothermal amenities will follow all local, state and federal guidelines relating to sanitation and cleanliness.
• Hand sanitizers will be placed throughout the facility for both guest and associate use.
• Pre-shift touchless temperature checks will be required for all associates and service providers.
• Associates and service providers will wear personal protective equipment, including masks,gloves and protective garments, as appropriate. All PPE will be changed after each treatment.
• Spas will maintain their existing high standards of disinfection and sanitation on all high-touch surfaces, workstations, treatment rooms, communal and amenity areas after each use. There will be an increased visibility and frequency of safety and cleanliness practices throughout operational hours.
• Self-serve beverage and snack options will be replaced with single-serve options only.
• Magazines, newspapers and other printed collateral are removed.
• Blankets and throws will be provided by request only and washed after each use.

Concierge/Executive Level

• Will remain open if permitted by local ordinances and guidelines.
• Staffing will ensure guest safety.
• Food and beverage offerings, if provided, will only be individually packaged food and beverage products for guest safety.

Meeting/Banquet Facilities

• When allowed, meetings and events will comply with all local governance recommendations, for example social distancing requirements and capacity limitations, to ensure that meetings and events are safe and protected.
• Each evening, meeting and banquet facilities will be sanitized, for example with electrostatic fogging, ozone generators or ultraviolet devices.
• Hand sanitizer or wipes will be provided for guests and employees.

Hotel Employees and Staff Requirements

• Hotel employees will follow strict, enforced guidelines, including the use of PPE, and frequent and stringent hand-washing protocols.
• Employee workstations will be cleaned and disinfected after every shift.
• Employees will be empowered to stay home if unwell, communicate their potential exposure to COVID-19 with management, and will be fully educated on how to maintain a safe and clean home. 
• Staff meetings will include training on social distancing requirements, the use of PPE, and cleaning and sanitizing protocols.