Committed to your safety
NEW COVID-19 OPERATIONAL STRATEGY PROGRAM FOR OUR GUESTS
For over 50 years, Valentin Hotels & Resorts has been firmly committed to its guests, employees, and partners. Our top priorities are excellence, safety, well-being, and providing high-quality service. The past few months have been difficult. We all had to cancel plans, postpone meetings, take care of each other, stay at home, and look forward to the time when we can meet again. That time has finally arrived. During these past months, at Valentin Hotels & Resorts, we have been working diligently in preparing to reunite again. We are very much aware of the importance of offering our guests a safe and comfortable environment. With this in mind, we have strengthened all our hygiene procedures following recommendations provided by health authorities both in Spain and at an international level regarding viral infectious diseases.
Following the recommendation from top companies specializing in health and safety for the tourism industry and to guarantee maximum safety standards for our guests during their stay, we have elaborated a plan of action by implementing specific protocols for each area of service within our hotels. The result is an exhaustive program that implements and strengthens all the necessary measures to protect our guests, employees, suppliers, and partners. The time has come to travel again and enjoy truly unique experiences. At Valentin Hotels & Resorts we are ready to welcome you, the only thing missing is you.
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Given the unprecedented situation brought about by COVID-19, Valentin Hotels & Resorts has developed a new operations strategy built on the following basis.
General
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Information and training for all employees in combination with awareness campaigns.
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Thorough cleaning of facilities to ensure proper disinfection. Services from external companies are considered only when providing recognized certifications.
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Follow-up audits of the protocols carried out by reputable laboratories.
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Acquisition and distribution of equipment and the necessary PPE (personal protection equipment) for the staff.
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The maximum number of people allowed in all areas will be limited according to specific regulations.
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Hand sanitizers will be placed at all the main entrances, as well as in all areas and facilities most frequently used.
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General
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The use of fase mask will be mandatory according to specific COVID19 government regulation.
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Preferential agreements with medical centers close to all the hotels.
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Lift capacity is reduced to one person only, except in the case of guests staying in the same room.
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Strict protocols of action have been established should staff or guests be infected.
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Learn about the internal company protocols through QR codes available to guests.
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Cleaning and disinfection protocols defined by Diversey hygiene experts (Diversey.com).
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Cleaning of rooms and common areas
1. Increase in the frequency of cleaning, especially in the most important areas of contact.
5. Daily cleaning records are kept for each area, showing cleaning frequency for thorough follow-up.
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Strict adherence to anti-COVID-19 protocols in bedrooms and common areas, as recommended by Diversey.
Increase in the frequency of cleaning in common area bathrooms, and increased ventilation throughout.
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Implementation of new Hygienist Valet deep cleaning service, to ensure thorough and effective disinfection subsequent to room cleaning after guest’s departure. These targeted specific new deep cleaning protocols, in addition to leaving the room unoccupied for several hours after disinfection, guarantee increased sanitation.
Single-use paper towels in common areas’ bathrooms.
9. All in-room printed information has been removed and is now accessible via QR codes or on the TV information channel.
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4. Increased ventilation protocols in all areas.
8. Specific antiCOVID-19 protocols in all our laundry facilities. Valentín does not use external laundry services. All textiles are washed in our own laundry facilities, where strict hygiene standards apply.
Front desk
2m.
Social distancing is guaranteed by ensuring that people remain outside when the maximum capacity has been reached.
Pens and other items used during the check-in process disinfected before each use.
Key cards are disinfected before handing them out to guests.
There will be a designated ‘COVID-19 leader able to deal quickly and efficiently with any incidents that may occur on each shift. This staff member has received special training for this position.
Installation of plexiglass screens at the front desk or use of face masks in the absence of screens.
Pre-check-in with all available customer information to streamline the registration process.
Row spacers and floor markings will be used to reinforce social distancing.
Introduction of new digital services via QR codes with hotel information, web apps, etc.
Secure handling of luggage including disinfection of handles and straps with staff using disposable gloves.
Secure change of pool towels on pre-defined schedules.
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Gym / Spa Schedules arranged to allow proper disinfection and ventilation by the hotel staff members.
The same protocols apply as at the front desk and concierge areas.
Disinfection of spa equipment after each use.
Limited capacity
Massage therapists using the same PPE (personal protection equipment) as cleaning staff.
Face masks and hand sanitizer available for guests’ use.
VA Experiences
Increased cleaning and disinfection of the facilities, designated children’s areas, etc.
Limited capacity for shows attendance. Limited number of guests taking part in some specific activities. Such activities will be repeated at a different time should demand exceed the number of places available.
Entertainment staff are required to wear face masks for all activities where social distancing cannot be guaranteed.
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Creation of activities for both adults and children considering the 2-metre social distancing rule.
Maintenance
New procedures for addressing maintenance issues in guest rooms. Staff wearing personal protection equipment (PPE) when guests are present in the room.
Development of new safety plans for all systems within our facilities. New maintenance procedures for all dishwashing and other kitchen equipment.
New procedures for the cleaning and disinfection of the air conditioning equipment, such as filters, etc.
New procedures in place for thirdparty companies’ staff members entering the hotel.
Goods Receipt Strict new procedures implemented for goods receipt.
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Buffet service
Implementation of strict and updated HACCP controls to ensure additional hygiene measures in the context of COVID-19.
Increased live and show cooking.
Depending on the specific hotel and the meal plan, you may choose between plated meals or 100% employee-assisted service. There is no self-service for either drinks or food.
Guest capacities are controlled to guarantee effective social distancing and safety.
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Dining rooms and bars
Control of guest capacities.
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Seating protocol to guarantee maximum possible distance between guests.
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Disinfection of dishes, glassware and utensils adapted to the COVID-19 context.
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Storage of auxiliary equipment in fully closed spaces or away from guests’ passage areas.
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Specific measures are adapted to each individual hotel: extension of opening hours, change of seating layouts, double sittings, etc.
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Mandatory use of hand sanitizer by guests on entering the premises.
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Dividers will be used in restaurants where correct social distancing is not possible.
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Floor markers indicating safe routes for guests and staff around key areas.
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Food and drink menus have been replaced by QR codes and a web app.
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To avoid cash handling, payment by credit card is encouraged.
Room service
New “Take Away” food concept with disposable utensils available at all restaurants, for guests to bring food to the rooms.
Mandatory use of disposable face masks and gloves by room service staff.
Swimming pools areas
Capacity limitations according to health authorities indications.
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