GENERAL PROTOCOLS

HAND SANITIZER

We place touchless hand sanitizer dispensers at different contact points within the property, such as the main lobby, staff and suppliers entrance, pool area, restaurants and bars, Kids’ and Teens’ Clubs, Spas, gyms, and Convention Centers.

PHYSICAL DISTANCING

We notify our guests and staff of the physical distancing measures; the first  and most important recommendation is to keep at least 6 ft. (2 m) away with another group of people.

BODY TEMPERATURE

One of the mandatory measures for all staff members is to wash their hands every hour (for a period of 20 seconds). Also, in some specific areas, this handwashing measure is done every time they have contact with a group of people.

SANITIZING MATS

HANDWASHING

To all the members of our staff, we take their temperature when boarding the staff bus, as well as upon their arrival at the hotel.

We place sanitizing mats in the following areas: Lobby entrance, pick-up and drop-off areas for guests in the property, Kids’ Clubs, Teens’ Clubs, Spas, and restaurants.

PERSONAL PROTECTION EQUIPMENT

Our staff members wear face masks and transparent masks in areas of direct and indirect contact with guests.

CLEANING PRODUCTS

We continue to comply with the cleaning and hygiene protocols set by Cristal certification guide. In addition, we use chemicals against COVID-19, authorized by the EPA (the United States Environmental Protection Agency).

SANITIZING BOOTH

All our staff members, before and after their working day, pass through a booth with a high-efficiency steam system and an infrared sensor, very effective in sanitizing people and objects.

PROTECTION KIT FOR GUESTS

Guests are provided with a personal protection kit available upon request (gloves, hand sanitizer, wet wipes, and a face mask).

PUBLIC AREAS - 
BACK OF THE HOUSE

TRANSPORTATION AND SECURITY

All vehicles on our properties are sanitized with steam after each use. The trip is made without a co-pilot and with a maximum of 5 passengers, including our driver. 

As for our “Lost & Found” area, all items are sanitized before registration and storage.

In staff transportation, we install sanitizing equipment based on hydrogen peroxide to guarantee a healthy environment.

TRAINING

COVID-19 Training: This training for all our staff members is focused on learning and practicing the safety and hygiene protocols regarding COVID-19. We make greater emphasis on departments that have direct contact with our guests, such as Housekeeping, Food and Beverages, Public Areas, Guest and Concierge Service, Reception, Activities, Bell Boys, Call Center, and Security.

OPERATION AREAS

Public Areas 
We increase the cleaning frequency of common areas, with special attention to surfaces with more contact, such as gaming areas, entrance doors, credenzas, escalator handrails, tables and desks, benches, armchairs and/or waiting rooms, garbage bins and guest elevators.

Housekeeping 
The entire work equipment is sanitized at the beginning and end of every shift, including maid trolleys, suite service tables, trays, etc.

All of our clothing areas have curtains that protect the equipment and lining.

Cleaning and sanitization protocol 

• We replace the magazines on each arrival. The suite’s stationery is made of washable material for its sanitization. 
• Extra pillows and duvets in closets are presented exclusively in a zippered bag. 
• We remove all amenities after a guest's departure, whether they used them or not. 
• A detailed sanitization of the following contact points is carried out:
  

• Desks, TV furniture, tables, and chairs 
• TV remote control 
• Thermostat 
• Bath amenities 
• Bath furniture (shower, jacuzzi, and WC) 
• Gates, mirrors and frames 
• Doors and handles

• Light switches 
• Drawers and shelves 
• Closet doors and hangers 
• Minibar doors 
• Telephones (suites and bathroom) 
• Floors

GUEST PUBLIC AREAS - SERVICE

GUEST ARRIVAL
(Bell Boys, Front, and Concierge)

Welcoming 
We take our guests’ body temperature upon their arrival at the property; we also ask them to use the sanitizing mat, invite them to wash their hands, and offer them hand sanitizer. Their luggage is sanitized as well.

We also share with them our post COVID-19 safety and hygiene protocols,
which are:

• Seal on the suite’s door 
• Elevator use 
• Maximum capacity for restaurant reservations 
• Physical distancing 
• Hygiene protocol to enter the consumption centers 
• Suite sanitization process
  

Cleaning and sanitization protocol 
We sanitize the lobby chairs after each check-in, as well as tablets, check holders, registration folders, scanners, and pens.

Guest elevators 
We place automatic hand sanitizer dispensers outside each elevator tower. The maximum capacity of guests inside them is subject to what is established by the governmental authorities; the elevator will always be requested by our service staff.

Panels, floors, and doors are sanitized every 60 minutes. 

We make micro-steaming sessions every 8 hours in Public Areas, Bell Boys, Guest Service, and Concierge departments.

SUITES

Cleaning and sanitization protocol 
We sanitize floors, walls, curtains, rugs, armchairs, and doors with steam injection.

All products in the minibar are replaced by sanitized products at the end of each guest's stay.

The air conditioning is also sanitized.

At the end of the sanitizing process, we seal the main door with a label to guarantee our guests that no one has entered their suite after it has been sanitized.

Every person who should enter the suite for service and operational reasons carries personal protection equipment that includes shoe covers.

GYMS

Cleaning and sanitization protocol 
We sanitize all the equipment after each guest's use, this includes machines, doors, armrests, desks, rugs, and pens. We perform the procedure every hour and/or after each use.

Also, our gyms have an air purifier installed for proper ventilation.

Physical distancing protocol 
We activate one machine for each guest. The distance between each machine and the maximum capacity of users at the same time is established according to the governmental authorities' directions; previous reservations are required.

Pilates and yoga classes are held in open areas and the maximum capacity is also established according to the governmental authorities' directions, including the teacher or instructor.

BOUTIQUE

Cleaning and sanitization protocol 
We sanitize all surfaces in the area.

There is a personalized cashier for each client to avoid guests having direct contact with the products.

We suspended the changing room service.

Physical distancing protocol 
We attend one guest at a time; in case there are more guests, we kindly ask them to wait at a distance of 6 ft. (2 m).

CONSUMPTION CENTERS

Cleaning and sanitization protocol 
We sanitize the tables before and after each service. Each table is set up on guests’ arrival.

All our staff members from the different consumption centers maintain strict hygiene and their handwashing is logged every 20 minutes.

All the crockery used is washed and sanitized with approved chemicals, and water at a temperature of 179 °F (82 °C).

Physical distancing protocol 
The tables in the consumption centers maintain the distance recommended by the authorities.

The capacity of the consumption is determined according to what is established by the governmental authorities.

Our staff members wear a face mask during each service.

The bills are delivered in check holders previously sanitized by the cashier and we provide guests with an individual pen in a cellophane paper bag.

BARS

Cleaning and sanitization protocol 
We sanitize daily all the surfaces with chemical products approved by the authorities, as well as trays, dishes, equipment, shelves, racks, ice carts, utensils, and counter bottles. This is done at the start and end of every shift.

Service bars are sanitized and logged every 30 minutes.

All our staff members carry personal protection equipment.

Physical distancing protocol 
We keep the distance recommended by the government between the restaurant furniture.

For the bar service, the people allowed at the same time is determined according to what is established by the governmental authorities.

GUEST
CONSIDERATIONS

Guests are invited to wash their hands before entering the consumption center and to reinforce this with hand sanitizer application.

Physical menus are reduced; instead we provide a QR code so that the guests can read it in their personal devices. The available physical menus are sanitized before and after each use.

SUITE SERVICE

Cleaning and sanitization protocol 
We sanitize all the minibar amenities in the suites before placing them. Also, our staff members who must enter the suite for service and operational reasons sanitize the soles of their shoes with a portable individual atomizer that they carry the entire time with them.

The cutlery is protected in a cutlery pouch, with a security label that guarantees that they have not been handled after sanitizing.

All of our waiters wear a face mask when performing a service.

Physical distancing protocol 
We provide each service at the door of the suite. Our staff members do not have contact with our guests; they announce that the service has arrived, and after this notification, the waiter or waitress leaves the table and all supplies outside so that the guests could place it into their suite by themselves.

GUEST
CONSIDERATIONS

All the meals are protected with plastic film or a food cover.

We only offer bottled beverages (sodas, juices, beers, and wine).

BANQUETS

Cleaning and sanitization protocol 
All our table setups are made under the strictest sanitization procedures.

Our staff members wear gloves for each setup.

Physical distancing protocol 
This is the way we organize access for diners: 

• The maximum capacity and the distance between tables are determined according to what is established by the governmental authorities.
• The number of guests per table/board (school, U, Russian setups, etc.) is also determined according to the governmental authorities' directions. 
• We maintain the distance recommended by the government between chairs for auditorium setups.
  

GUEST
CONSIDERATIONS

At all events/banquets, we have a hand sanitizer station.

Coffee break service: We set up individual portions of the requested meals, as well as bottled beverages, and bread or cookies in individual portions, wrapped in cellophane paper bags.

Plated services: We provide the meals directly to the table, using a service tray and a tray holder. All dishes are protected with a food cover.

GUEST AND STAFF
HEALTH PROCEDURES

Our staff members are prepared to report any suspected case of COVID-19. Both staff members and guests who present symptoms are instructed to notify immediately to their line manager (in the case of our staff) or Guest Service and Security areas (in the case of our guests).

REPORTING CASES

In case of notification alert of guests and/or staff members with COVID-19 in the property, our doctor will be informed of a medical evaluation. If the suspected case of "COVID-19" or symptoms are met, the patient is transported to the hospital; the suite will be sanitized and we will follow-up the patient’s situation. We will block the suite and follow the sanitizing process.

SUITE RELEASE
PROTOCOL

If there is a guest with COVID-19, the suite will be out of service for 72 hours, and will NOT be opened until the suspected case has been clarified or confirmed. In the confirmed situation, this suite won't be available until an authorized external company provides the sanitization service and allows its release for operation.

IMPORTANT NOTICE: These protocols may vary depending on the property. They are subject to change without prior notice according to the indications of national and international authorities.

POOLS

Cleaning and sanitization protocol 
We clean the pools daily, and thoroughly again at the end of the day.

We sanitize the mattress of the sun loungers after each guest's use, as well as we change the lining.

Also, the contact area in our cabanas is sanitized after the use of each guest. 

Physical distancing protocol 
Each pair of sun loungers, service tables, and umbrellas are placed at the distance allowed by the governmental authorities.

KIDS’ AND TEENS’ CLUBS

Cleaning and sanitization protocol 
In addition to placing the sanitizing mat at the entrance of our Kids ’and Teens’ Clubs, we encourage children and teens to use our interactive cleaning measuring device, which reminds them of handwashing from time to time.

We sanitize the console controllers, TVs, pool cues and balls, air hockey pads, and games to share; they are covered with plastic film and guarded by our Activities team.

The sanitization procedure also applies to each play station after each guest's use, and any recreation items and/or objects used are placed on a separate covered tray. We notify the guests that the items used must be deposited in this special tray.

We put together individual packages for activities; this means that everything that is offered to children is covered in plastic film and/or protected, with a label that guarantees their sanitization (For example colors, dolls, jewelry, threads, etc.).

We wash and sanitize hats, wigs, and costumes after each use; these are protected in clear garment bags, labeled with the last sanitization date.

We have an air purifier installed as well.

Physical distancing protocol 
Guests are notified about the maximum number of minors allowed at the same time in the clubs, according to what is established by the governmental authorities.

In the billiards and air hockey areas, we only allow players; companions must stay at the distance recommended by the governmental authorities.