COVID-19 SAFETY MEASURES

As a global, luxury hospitality brand, our top priority is always the health and wellbeing of our guests, potential guests and team members. We continue to monitor official updates and resources and are taking the required steps to be responsible during this time.

CANCELLATION POLICY

The safety and wellbeing of our guests is a top priority for sbe and because changes are ongoing and unforeseeable due to COVID-19, we have implemented new cancellation/modification policies to provide our guests with increased flexibility.

Global Policy for Existing Reservations

  • Guests with all reservations scheduled for arrival on or before May 31, 2020 including non-cancellable/Advance Purchase booked directly with sbe; may modify or cancel their reservation at no charge for up to 24 hours prior to arrival. Note: there may be a delay in refund processing.

  • Guests with non-cancellable/Advance Purchase reservations for arrival after May 31, 2020 may modify their reservation at no charge, and can rebook for up to 12 months after the original booking date. Note: changes to existing reservations will be subject to availability and any rate differences.

Please call sbe hotels at 1-800-697-1791 for assistance. 

  • For guests who booked through a travel agent, Online Travel Agency, or any other third parties (including groups), please contact your booking provider directly for assistance.

We recommend that all travelers review guidance from the World Health Organization and follow any travel advice issued by their home countries.

 

Preventative Maintenance

  • Physical Distancing

    • Guest shall be advised to practice physical distancing by standing at least six feet away from other groups of people not traveling with them while standing in lines, using elevator or moving around the property. 

    • Associates shall be reminded not to touch their faces and to practice physical distancing by standing at least six feet away from guests and other associates whenever possible. 

    • Hotel shall comply with local and state mandated occupancy limits.

  • Hand Sanitizer

    • Hand sanitizer dispenser, touchless where possible, shall be placed at various locations of entrance, egress, and high traffic areas such as reception, lobby, food and beverage outlets, elevator landings. 

    • Hand lotion shall be supplied in guest rooms and throughout the back of house for associates.

 

Signage

  • Front of House

    • Health and hygiene reminders shall be placed throughout the hotel including the proper way to wear, handle and dispose of masks.

  • Back of House

    • Signage shall be posted throughout the hotel as a reminder to associates of the proper way to wear, handle and dispose masks, the proper use of gloves (in positions deemed appropriate by medical experts), wash hands, sneeze and to avoid touching their faces.

 

Health Concerns

  • Associates shall be instructed to stay home if they do not feel well. Associates are to contact a manager if a colleague or hotel guest exhibits the following symptoms – cough, shortness of breath, or other known symptoms of COVID19. 

  • Associates and guests who are exhibiting any of the symptoms of COVID19 while on the property are instructed to notify their manager or hotel security immediately.

 

Thermal Cameras

  • Point of entry shall be limited to allow our teams to conduct non-invasive temperature checks utilizing thermal cameras. 

  • Anyone displaying a temperature over 100 degrees Fahrenheit shall be taken to a private area for a secondary temperature screening.  Associates or guests confirmed to have a temperature over 100 degrees Fahrenheit shall be prohibited from entering the building and shall be directed towards appropriate medical care.

 

Hygiene 

  • Frequent handwashing alongside daily hygiene is important to help prevent the spread, and to ensure the safety of all our associates and hotel guests. All employees shall practice hand washing as follows:

    • Wash hands for twenty (20) seconds using soap and warm water every hour

    • Use of hand sanitizer if not near a handwashing facility 

    • Associates shall wash hands immediately after any of the following activities:

      • Entering hotel at the start of shift

      • Returning from break

      • Entering and exiting lobby or guestroom floors

      • Use of restroom

      • Eating and drinking

 

COVID19 Training

  • Departments that are guest facing and stationed in high-traffic areas of the hotel shall receive comprehensive training on safety and prevention protocols.

 

Personal Protective Equipment (PPE)

  • Appropriate PPE will be worn by all associates based on their role and in adherence to state or local regulations and guidance. 

  • Training on proper use and disposal of all PPE shall be provided and it is mandatory attendance. 

  • Every Associate entering the hotel will be provided a mask and required to wear that mask while on property. 

  • Gloves will be provided to Associates whose responsibilities require them as determined by medical experts including housekeeping and public area attendants and security officers in direct contact with guests.

 

Daily Pre-Shift & Timekeeping

  • Pre-Shift meetings shall be conducted in areas that allow for appropriate physical distancing between associates. 

  • Larger departments shall stagger employee arrival times to minimize traffic volume in back of house corridors and service elevators.  Hand sanitizer will be available at each timeclock location and associates will be required to sanitize their hands after clocking in.  Management shall ensure constant communication and proper PPE and sanitation procedures are followed and updated per the latest expert guidance.

 

The Guest Journey

Guest Arrival

  • A manager will greet each guest to the hotel. 

  • Guests shall be screened and asked to use hand sanitizer and to wear a mask provided by hotel. Signage will be displayed outlining proper mask usage and current physical distancing practices in use throughout the hotel.

 

Guest Arrival (continued)

  • Guests will enter the hotel through the main doors that are either propped open, automated or manually operated by an associate.

  • Associates are not to open the doors of cars or taxis.

  • Guest requesting bell service will be assisted and the bell cart will be sanitized after each guest is assisted.

 

Guest Elevators

  • An associate will be present to sanitize the button panels at regular intervals, at least once per hour.

  • Signage will be posted to explain the current procedures. Maximum two guests permitted per elevator.

 

Amenities

  • Each guest will receive an amenity bag during check-in containing masks, hand sanitizer and a COVID19 awareness cards.

  • A spray bottle of sanitizer or wipes will be provided in each room for guest use (subject to availability and stored out of reach of small children).

 

Cleaning Products & Protocols 

  • Cleaning products and protocols will follow CDC & EPA guidelines and are approved for use and effective against viruses, bacteria and other airborne and bloodborne pathogens.  We are working with our vendors, distribution partners and suppliers to ensure an uninterrupted supply of these cleaning supplies and necessary PPE.

 

Public Spaces & Communal Areas

  • The frequency of cleaning and sanitizing has been increased in all public spaces with an emphasis on frequent contact surfaces including but not limited to, front desk, elevators & elevator buttons, door handles, public bathrooms, room keys & locks, stair handrails and seating areas.

 

Guest Rooms

  • Industry leading cleaning and sanitizing protocols are used to clean guestrooms, with a stronger focus on items including but not limited to:

    • Remote controls

    • Toilets

    • Door and fixture handles

    • Nightstands

    • Telephone

    • In Room Control Panels

    • Light switches

    • Temperature control panels

    • Alarm clock

    • Luggage rack

    • Flooring

 

Laundry

  • All dirty bed linen and terry will be sorted and counted and placed into separate bags (linen bags, terry bags) in the guest room to eliminate excess contact while being brought down from the floors. 

  • Each bag will be marked with the number of items in each bag:  bed sheets, pillowcases, wash cloths, bath towels, etc.

 

Back of House

  • The frequency of cleaning and sanitizing will also increase in high traffic back of house areas with an emphasis on the employee dining rooms, employee entrances, uniform control rooms, employee restroom, loading docks and offices.

 

Shared Equipment

  • Shared tools and equipment will be sanitized before, during and after each shift or anytime the equipment is transferred to a new employee.  This includes phones, radios, computers and other communication devices, payment terminals, engineering tools, safety buttons, folios, cleaning equipment, keys, time clocks and all other direct contact items used throughout the hotel. 

 

Room Recovery

  • In the event of presumptive case of COVID19, the guest’s room shall be placed out of service and isolated.

  • The guest room will not be returned to service until a case has been confirmed or cleared. 

  • In the event of a positive case, the room will only be returned to service after undergoing an enhanced sanitization protocol by a licensed third-party company.

 

Air Filter and HVAC Cleaning

  • The frequency of air filters replacement and HVAC system cleaning will be increased, and fresh air exchange will be maximized.

 

Physical Distancing

  • Throughout the property we will meet or exceed state and local health authority guidelines on proper physical distancing.

 

Queuing:

  • Any area where guests or Associates queue will be visibly defined for appropriate physical distancing.  This includes check-ins, check-out and elevators.

 

Hotel Front Desk

  • Agents will utilize every other workstation to ensure separation between associates whenever possible.