Our protocols
What hygiene measures have been put in place?
We have rolled out a whole series of health and hygiene protocols to ensure that you can enjoy your stay without worrying about a thing. Our cleaning protocols have been reviewed and coordinated by Diversey, our official partner in all matters of disinfection, to provide you with the greatest possible level of safety. You will find hand hygiene points in all the public areas in our hotels and we have prepared everything necessary so that you can maintain social distancing at all times. If you have any doubts or questions, our team will be delighted to help you. We have thought of everything so that all you have to do is carry on enjoying your stay.
How are we ensuring social distancing measures and capacity limits are maintained?
We have reassessed the capacity of all of our public areas and meeting rooms so that you can enjoy your time with us whilst maintaining social distancing measures. We have also installed signage and posters so that you can easily see everything we are doing to protect your health and wellbeing.
What are the rules on using face coverings in the hotels and destinations?
Use of face coverings in our hotels will be compulsory in the destinations where this is required due to local regulations. Even when it is not mandatory, we recommend that you use one, for your own safety and that of our staff.
Will I have to quarantine? Do I need to fill in any documents before travelling? Will I have my temperature taken at the airport?
Every region has its own rules regarding management of the arrival of visitors from other regions or countries. If you have any questions about the procedures upon arrival at your destination, you can contact your hotel direct. Our team will be delighted to inform you about current regulations so that you can travel with total peace of mind.
Which health and safety certificates do our hotels hold?
Our health and safety protocols have achieved the Well Hotel certificate from Diversey, our partner in matters of cleaning and disinfection. We also hold the WTTC seal from the World Travel and Tourism Council. Both institutions, recognised at international level, certify our procedures so that at every stage of your stay you can be sure of maximum safety and protection.
In the event that I have to cancel my booking as a result of COVID-19, how should I proceed? Which cancellation policies are applicable in this case?
Your booking confirmation contains the terms and conditions that apply when changing or cancelling your booking and indicates the period within which you can cancel or change a booking. Notwithstanding, for exceptional circumstances, we would encourage you to contact your hotel direct or the intermediary with whom you made the booking. Explain your situation to us and we will study each case on an individual basis and will provide you with a response as soon as possible.
If I have visited the hotel previously, will I find many differences in the services on offer?
We have reviewed all of our products and services so that you can enjoy your stay with the same comforts as always and with a maximum guarantee of safety. As a result, some of our services may have been modified in order to comply with capacity limitations and safety regulations. If you would like to know more, please contact your hotel direct.
