Caring for you is our priority

Our highest priority is the health and wellbeing of our guests and associates and we are working diligently to enhance your stay experience in response to COVID-19. We are following the guidance from the World Health Organization (WHO), the Centers for Disease Control (CDC), and state and local health officials. As a result, we have set an even higher bar of cleanliness and develop new guest interaction protocols to take care of our guests and associates.

Our enhanced health, safety and cleaning process

  • Increased frequency of cleaning with hospital-grade disinfectants on all high-touch surfaces and areas such as lobby, guestrooms, restaurant, meeting and event spaces, recreational areas, public restrooms, fitness center, elevator buttons and all employee areas. This will be done multiple times per day
  • Implementation of social distancing guidance and signages in all our public areas
  • Implementation of enhanced food safety and hygiene protocols for our restaurant, room service, and group meetings and events
  • Prominently placed hand sanitizer stations throughout our hotel public and employee areas and entrances
  • Protective masks and other equipment worn by our hotel associates
  • Training our staff to comprehensive COVID-19 guidance, detailing how to protect against transmission of the virus and procedures in the case of a suspected or confirmed case
  • Exploring purification and sanitization device installation in an effort to ensure air quality

Your Health, Safety and Well-Being during your stay

  • Providing daily housekeeping in guest rooms only when requested
  • Implementing a minimum of 72 hours of elapsed time between occupied rooms
  • Increasing routine cleaning and disinfecting of commonly-touched spaces and surfaces, including front desk area, restrooms, handrails, door handles, knobs and elevator buttons
  • Sanitizing all guest room key cards prior to placing them back into circulation
  • Distancing our guests from one another: only allowing a minimum number of occupied guest rooms on each floor
  • Using an EPA-approved, hospital-grade disinfectant in all our public areas, lavatories, restaurants and guestrooms
  • Installing more hand sanitizing stations at the entrances to our hotel, near the front desk, elevator banks and fitness and meeting spaces.
  • Providing contactless Check-In/Check/out: our guests will be able to use their mobile devices to check-in, choose their room, access their room and check-out
  • Distributing sanitizing wipes or gel and face masks to our guests at check in

Hand Hygiene, Masks, & Gloves

  • Masks are required for all persons within the hotel, both guests and associates
  • Placing hand sanitizer stations at multiple locations throughout our hotel, for easy use by our guests and associates.
  • Our entire team is trained on the importance of wearing masks and gloves, and will be taking precautions to provide a safe environment for our guests.
  • Our hotel team Members will be provided with personal protective equipment and enhanced training designed to protect their well-being while continuing to serving you.

Social Distancing & No Contact Delivery

  • Using signage in our public areas to remind guests to maintain social distancing protocols
  • Removing or re-arranging furniture to allow more space for distancing
  • All layouts in our restaurant and public spaces will be arranged to ensure appropriate distancing.
  • Guests will be advised to practice physical distancing by standing at least six feet away from other groups.
  • Our associates will practice physical distancing by standing at least six feet away from guests and other employees whenever possible.
  • All room service orders and guest requests will be delivered to the door. To minimize contact, our colleagues will knock to notify guests of order delivery.

Your check-in/check-out experience

  • Adding partitions at our front desk to provide an extra level of precaution for our guests and associates
  • Supplying masks and gloves to all our associates at the front desk
  • Installing more hand sanitizing stations near the front desk
  • Providing contactless Check-In/Check/out: our guests will be able to use their mobile devices to check-in, choose their room, access their room and check-out
  • Distributing sanitizing wipes or gel and face masks to our guests at check in

Your room experience

  • All surfaces are thoroughly cleaned with hospital-grade disinfectants.
  • Extra disinfection of the most frequently touched guests room areas – light switches, door handles, TV remotes, thermostats and more.
  • Placing disinfecting wipes in each room for our guests’ personal use.
  • Placing a room seal on doors to indicate to guests that their room has not been accessed since being thoroughly cleaned.
  • De-clutter Paper Amenities: Remove pen, paper and guest directory; supplement with digital or available upon request.
  • Room service mobile order available
  • All room service orders and guest requests will be delivered to the door, specially packaged and delivered right to the door without contact.

Your dining experience

  • Dining reservation will be required in advance in order to provide adequate social distancing sitting layout
  • Dining tables, bar tops, stools and chairs to be sanitized after each use
  • Our food safety program includes enhanced sanitation guidelines and training videos for all operational associates that includes hygiene and disinfecting practices.
  • All food handlers and supervisors are trained on safe food preparation and service practices.

Your fitness experience

  • Improved guidelines for disinfecting our Fitness Center, possibly closing for cleaning multiple times daily
  • Limiting the number of guests allowed in at one time
  • All fitness equipment will be spaced out to respect social distancing

Your pool experience

  • Chaise lounge chairs to be sanitized after each use
  • Cabana guest contact surfaces to be sanitized after each use
  • Cabanas to be pressure washed and sanitized each night
  • Chaise lounge chairs set with appropriate physical distancing

Enhanced Cleaning Technology to counter Virus Spread

  • We are rolling out enhanced technologies over the next few months, including electrostatic sprayers with hospital-grade disinfectant to sanitize surfaces throughout the hotel.
  • Electrostatic spraying technology uses the highest classification of disinfectants recommended by the Centers for Disease Control and Prevention (CDC) and World Health Organization (WHO) to treat known pathogens.
  • The sprayers rapidly clean and disinfect entire areas and can be used in a hotel setting to clean and disinfect guest rooms, lobbies, gyms and other public areas.

Our Cancellation Policy – Remaining Flexible

We are pleased to offer increased flexibility for bookings made directly on XXXXXXX.com. If your travel plans change through XXXXXX, 2020, a credit in the amount of the booking will be applied to the new travel period. Any change to the original booking must occur 24 hours prior to arrival. The updated reservation must occur within 1 year of the original travel dates and needs to be reserved directly with the hotel or retreat center.

(Guests who booked via online travel agents or through other third parties are advised to contact their booking provider for information on their policies and for assistance)

We plan to regularly review, expand, and evolve these and other preventative measures as we learn more from the WHO, CDC, and other health experts about how best to combat the spread of this illness. In the meantime, please know we are committed to doing all that we can to see that you have a safe and enjoyable stay with us.

If you have questions about COVID-19, please visit the CDC website.

Thank you for your continued loyalty. We are excited to welcome you back.

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