Precautionary measures and best practices so that you rest easy while enjoying your stay

Enhanced cleanliness

• The ‘Clean & Safe’ seal: Rooms will be sealed for at least 24 hours indicating to guests that their room has not been accessed since being thoroughly cleaned with extra disinfection of the most frequently touched guests room areas – light switches, door handles, hangers, bedside tables, remote control, bathroom faucets, toilet seats and flush buttoms… Bedsheets and towels will be bleach-washed at 90°C. Curtains and clean linen will be steamed in the room as an extra precautionary measure. Cleaning during guests’ stay will not be provided unless specifically requested by guest.

• The kitchen staff will work with a disposable mask which will be changed regularly as per instructions on usage and face shields or protective glasses as well as rubber gloves which will be cleaned before and after each task. The kitchen staff is limited to three and has been trained to clean and desinfect their working area and tools before and after each task as well as to maintain a physical distance of at least 1 meter. We have also enhanced our cleaning protocols for all incoming products and produce. Upon reception, we will allow a breathing period, in a dedicated space, for all these products prior to desinfecting them. Fresh fruit and vegetables will be peeled (if needed) and soaked in vinegar (diluted to 1/10) twice. The kitchen staff will then proceed with a final water soak for all fresh fruits and peeled vegetables before being prepared or offered.

• Public areas will be cleaned frequently with extra attention to frequented touched areas including stair railings, service counters, door handles, light switches, bathroom faucets, toilet seats and flush buttoms.

• Kitesurf staff will clean and desinfect equipment before and after after each use with a breathing period between session.

• Disinfectant processes will be implemented to sanitize incoming luggage, boxes and supplies.

Guest Safety and Comfort

• Physical distancing measures of 2 meters embedded in all services for guest protection.

• Hand sanitizer will be available in bungalows and at high-touch points throughout the hotel.

• Masks will be available in bungalows with additional masks supplied on demand. We have released an internal protocol regulating the use of face masks for team members as well as guests in common areas.

• Online interactions with our team members will provide guestswith real-time and contactless assistance from their own device.

• The restaurant will operate with reduced capacity to ensure adequate physically distant set-up (4 meters) with the possibility of dining in other facilities such as the TV area, tents and even bungalows.

• Buffets will be replaced with “served” or pre-plated meals. In dining areas, the menu of the day will be served on a dedicated table to avoid close direct with the waiter. Contactless room service is available for guests prefering this option; the waiter will deliver meal trays at the door and once guests finish eating, they can leave them outside to be picked up later. All dishes will be bleach-washed (diluted to 1/6) before and after usage. Choices and guest preferences as to the menu of the day can be confirmed digitally.

The ‘new normal’

• Contactless greetings: While engaging in physical distancing, we will be relying on the hand-over-heart gesture or other as well as the ‘Smile through The Eyes’ approach.

• Luggage Disinfection: To comply with our procedures of disinfecting all incoming objects, luggage will be sanitized upon arrival at the airport.

• Digital check-in and check-out: Guests will be able to fill out online registrations cards prior to their arrival and can settle their bill via a secure online payment gateway. The receptionist will be at check-in and check-out for further assistance. Precautionary measures will be utilized when handling IDs, keys, passports and credit cards. Terminal will be desinfected before and after each use.

• Virtual Front-desk: To minimize face to face interactions, team members will be at the front desk only when specifically requested by guests. However, our commitment is to ensure that personalized service is not lost in the absence of close contact; that is why guests will be able to browse and confirm their choices as to menus of the day and dining set-up options as well as book on-site and off-site activities. Guests can have direct contact with our team through Google hangouts or WhatApp.

• Team members and Staff Requirements: Our team members will follow strict guidelines, including using masks and engaging in frequent hand-cleaning, covering mouth and nose with flexed elbow or tissue when coughing and sneezing as well practicing physical distancing. Housekeepers/ laundry and kitchen staff will wear facial mask and shield or glasses as well as rubber gloves. Workstations will be frequently cleaned and disinfected. Team members know what to do in case the guest is not well including immediate isolation while waiting for the local sanitary response team to take care of the guest and advise on further assistance. Tem members will be empowered not to show up at their workstation if unwell, communicate their concern with management so that necessary measures are immediately taken to ensure a safe environment for everyone.

• Buffets will be replaced with “served” or pre-plated meals. In dining areas, the menu of the day will be served on a dedicated table to avoid close direct with the waiter. Contactless room service is available for guests prefering this option; the waiter will deliver meal trays at the door and once guests finish eating, they can leave them outside to be picked up later. All dishes will be bleach-washed (diluted to 1/6) before and after usage. Choices and guest preferences as to the menu of the day can be confirmed digitally.