Frequently Asked Questions

Public Health and our hotels

1) Washing Hands & Hand Sanitizer:

CDC guidelines shall govern the duty of all hotel team members to engage in frequent hand washing and use of hand sanitizer. Washing hands with soap and water is the preferred method. In situations where soap/water is not available, alcohol-based sanitizer is recommended. Hand sanitizer dispensers shall include no less than 60% alcohol content, where available, and touch less where possible.

2) Front of the House Signage:

When the usage of masks is recommended by the CDC or other local health authorities, health and hygiene reminders will be placed at high-traffic areas on property, including the front lobby.

3) Back of the House Signage:

Posted in areas where team members frequently enter or exit or convene. Signage will remind team members of the proper way to wear, handle and dispose of masks, use gloves, wash hands, sneeze and to avoid touching their faces.

4) Team Member & Guest Health Concerns:

Responding swiftly and reporting to local health officials any presumed cases of COVID-19 at the hotel property shall be a staff-wide requirement. Team members exhibiting symptoms of COVID-19 shall remain or return home. Hotels shall follow CDC guidelines for employers and businesses, including instructing any team members exhibiting symptoms to self-isolate for the required amount of time and be symptom-free for at least three days without medication.

5) Case Notification:

Confirmed cases of COVID-19 will be immediately reported to local health authorities in accordance with appropriate actions recommended by the CDC.

6) Hand Cleaning:

All team members should follow CDC guidance regarding handwashing and use of hand sanitizer. Team members should wash their hands for at least 20 seconds, or use sanitizer when a sink is not available, after any of the following activities: using the restroom, sneezing, touching the face, cleaning, smoking, eating, drinking, accepting items from a guest (ID, cash, credit card, key card), taking a break, and before a shift and as needed throughout the shift.

8) Face Coverings & Other Protective Steps:

CDC recommendations, along with federal and local government regulations, should dictate appropriate use of face covering, glove use, physical distancing and cleaning/disinfecting. These steps, along with proper training for use and disposal, should be made available to any team member upon request. Please refer to OSHA for more information. Guests and All Team Members are required to wear face coverings in All Indoor Public Spaces of our hotels. 

Physical Distancing

1) Physical Distancing & Queuing:

As recommended by the CDC’s physical distancing guidelines, guests should be advised to practice physical distancing by standing at least six feet away from other groups of people not traveling with them, including any area where guests or team member queue. Such areas should be clearly marked for appropriate physical distancing, and where possible, encourage one-way guest flow with marked entrances and exits. When applicable, lobby furniture and other public seating areas will be reconfigured to promote physical distancing. Minimize traffic in enclosed spaces, such as elevators and stairwells. In accordance with CDC guidelines, consider limiting the number of individuals in an elevator at one time and designating one directional stairwells, if possible.

2) Guest Rooms:

In anticipation of individual concerns of guests, housekeeping should not enter a guest room during a stay unless specifically requested, or approved, by the guest, or to comply with established safety protocols. Housekeeping should maintain the practice of cleaning and disinfecting rooms thoroughly following check-out.

3) Meeting and Convention Spaces:

Meeting and banquet arrangements should allow for physical distancing between guests based on CDC recommendations.

4) Hotel Front Desk, Concierge, and Parking Services:

Front desk agents should practice physical distancing protocols and procedures. In addition, contactless payment processes are encouraged, and when not available, team members should minimize contact as much as possible. Van and shuttle service should be limited, and disinfecting of contact points will be required.

5) Pools:

Physical distancing, disinfecting and management protocols and processes for pools should be conducted in accordance with CDC guidelines on aquatic venues, including public pools and hot tubs.

6) Back of the House:

Physical distancing among all team members should be practiced in team member dining rooms, uniform control areas, training classrooms, shared office spaces, and other high-density areas.

Cleaning & Disinfecting Products and Protocols

1) Products Used:

Cleaning products and protocols include EPA-approved disinfectants, or alcohol solutions with at least 70% alcohol, in accordance with CDC requirements for use and effectiveness against viruses, bacteria and other airborne and bloodborne pathogens.

2) Public Spaces & Communal Areas:

Public and communal surfaces frequently touched by multiple people should be cleaned and disinfected at least daily. More frequent cleaning and disinfection may be required based on the level of use including front desk check-in counters, elevators and elevator buttons, door handles, public bathrooms, vending machines, ice machines, room keys and locks, ATMs, stair handrails, gym equipment and shower areas, pool seating and surrounding areas, dining surfaces and all seating areas.

3) Guest Rooms:

Particular attention is paid to high-touch, hard nonporous items including television remote controls, toilet seats/handles, door/furniture handles, water faucet handles, nightstands, telephones, in-room control panels, light switches, temperature control panels, alarm clocks, luggage racks and flooring. The frequency of room cleaning during a guest’s stay may be altered based on guest requirements.

4) Laundry:

Linens, towels and laundry is washed in accordance with CDC guidelines. Where possible, launder items using the warmest permissible water setting for the items and dry items completely. Avoid shaking dirty linens and bag it in the guest room to eliminate excess contact while being transported to the laundry facility.

5) Back of the House:

Cleaning and disinfecting of all high touch areas should occur in accordance with CDC guidelines, including at least twice per day in high traffic areas. Handwashing stations and access to hand sanitizer should be convenient and highly visible.

6) Hotel Guest Elevators:

Button panels and handrails should be disinfected at regular intervals, including the beginning of each housekeeping staff work shift and continuing throughout the day.

7) Shared Equipment:

Shared tools and equipment should be disinfected after each shift or transfer to a new team member.

8) Room Recovery Protocol:

In the event of a presumptive case of COVID-19 the affected guest room should be removed from service and quarantined for at least 24 hours in accordance with CDC guidelines. The guest room should not be returned to service until undergoing an enhanced cleaning and disinfecting utilizing EPA approved products within CDC guidelines.

9) Food & Beverage:

Food and beverage service should reduce in person contact with guests and buffet service and also minimize dining items for increased sanitation. Traditional room service should be replaced with a no-contact delivery method. Traditional buffet service should be limited, but when offered, it should be served by an attendant wearing cloth face coverings, and utensils should be washed and changed more frequently. Enhanced cleaning and disinfecting of food contact surfaces and utensils, as well as shared objects (i.e. condiments) and removal of unused items (i.e. glasses, silverware) on tables before and after guest use.

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