Hotel Safety Standards Procedures

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Four Seasons has been guided by the timeless wisdom of the Golden Rule: to treat others as you would have them treat you.

During these uncertain times, the Golden Rule is a beacon that shapes the way forward.

At Four Seasons, this means caring for each other, taking responsible actions to stop the spread of COVID-19, and protecting our people and all who choose to stay or live with us. Importantly, it also means continuing to offer a comforting and enjoyable experience to our guests and residents, and a safe workplace for our employees around the world.

As we look ahead to the future of hospitality and travel, we are implementing full-scale enhancements to our already stringent health and safety procedures. We have embarked on an important collaboration with Johns Hopkins Medicine International, the global division of health care and research leader Johns Hopkins Medicine, to validate our new global health and safety program, Lead With Care, and provide ongoing, real-time guidance on the evolving COVID-19 situation.

Grounded in health care expertise and enabled by access to leading technologies and tools, Lead With Care sets out clear procedures that educate and empower employees to take care of guests and each other. The program is focused on providing care, confidence and comfort within the new COVID-19 environment and beyond.

We are pleased to collaborate with the world’s leading experts at Johns Hopkins on this important initiative, and we encourage you to learn more about Lead With Care here.

The Four Seasons experience may look different in this new environment, but it will feel the same; ultimately, it will still be our people delivering the same attention to detail, intuitive service and personalized care for which our brand is known and trusted for the world over.

A key part of this service experience will continue to be the Four Seasons App. As one of the only industry platforms powered by real people on property, this award-winning service will further allow guests to control how they engage with our employees – limiting face-to-face interactions while maintaining the highest levels of Four Seasons service that our guests know and love.

Features include the ability to make and manage reservations, request luggage pickup, airport transfers, room service, restaurant and spa reservations, and much more. Wait-free check-in and check-out is also offered, while Four Seasons Chat integration offers instant translation of 100+ languages giving guests the option of contactless engagement throughout their stay.

We also understand your need for flexibility when planning future travel and visits to your local Four Seasons hotel or resort. To that end, we encourage you to review our latest cancellation policy here, and to contact a member of our reservations team to discuss your future plans.

At Four Seasons, we remain wholly filled with a love of travel.  Our brand is much more than a collection of hotels, resorts and residences.  We are a community of travellers – people who are passionate about the world around us, in awe of its wonders, and continuously inspired to share their travel experiences with others.

We invite you to continue to join us online and share your favourite travel stories and memories, as well as the people and places inspiring your future travels.
Thank you for your understanding and support during this challenging time; we look forward to welcoming you again soon.

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Hilton CleanStay with Lysol Protection Hilton has developed a global program that will introduce a new standard of hotel cleanliness and disinfection to ensure Hilton guests enjoy an even cleaner and safer stay: Hilton CleanStay with Lysol protection. The program has been developed with experts from RB, maker of Lysol and Dettol, brands trusted for safely disinfecting surfaces. In addition, experts from the Infection Prevention and Control team at Mayo Clinic will advise and assist in enhancing Hilton’s cleaning disinfection protocols.

Hilton CleanStay builds upon Hilton’s already high standards of housekeeping and hygiene, where hospital-grade cleaning products and upgraded protocols are currently in use. The program will feature Lysol’s trusted cleaning products, solutions and training in North America. RB and Hilton are also exploring opportunities to expand the program into a global partnership. The program will include:

• Hilton CleanStay Room Seal to indicate that guest rooms haven’t been accessed since they were cleaned
• Extra disinfection of top 10 high touch areas in guest rooms including light switches and door handles
• Increased cleaning frequency of public areas 
• Guest-accessible disinfecting wipes at entrances and high traffic areas
• Enhanced cleaning for fitness centers  
• Reduced paper amenities (like pads and guest directories) in rooms
• Enhanced cleaning & other changes to buffets, in-room dining and meeting spaces
• Industry-leading contactless check-in and check-out with Digital Key at more than 4,700 properties globally
• Evaluation of new technologies like electrostatic sprayers with disinfecting mistand ultraviolet light to sanitize surfaces and objects
• Enhanced Team Member safety and well-being with personal protective equipment and enhanced training and protocols

The rollout of Hilton CleanStay will begin at Hilton hotels worldwide in June 2020.

Current Health and Hygiene Standards. We take great pride in maintaining the highest standards of cleanliness and hygiene. Given the effects of COVID-19, we have taken additional measures in our hotels today, developed in consultation with global and local public health authorities (including the WHO and CDC), to make our cleaning and hygiene protocols even more rigorous:

• Our hotel teams are receiving ongoing briefings and enhanced operating protocols.
• We have increased the frequency of cleaning our public areas (including lobbies, elevators, door handles, public bathrooms, etc.) and have continued the use of hospital-grade disinfectant.
• We will continue to adjust food and beverage service in accordance with current food safety recommendations.
• We have increased the deployment of hand sanitizers.

We have activated our regional and global response teams to provide around-the-clock assistance to our hotels and are prepared to act swiftly should we be alerted to a case of coronavirus at one of our properties.

Your Travel Flexibility – Updated as of March 25, 2020

We have made additional adjustments to our modification and cancellation policies to provide you with maximum flexibility while travel remains restricted in many parts of the world.

• New Reservations. Any individual reservations you make—even those described as “non-cancellable” (“Advanced Purchase”)—that are booked between today and June 30, 2020 for any future arrival date can be changed or cancelled at no charge, up to 24 hours before your scheduled arrival day.

If you cancel a rate which required an advanced payment or deposit, we will do everything we can to process your refund as quickly as possible. Due to the influx of cancellations, it may take up to 30 days to complete your request. If you are a Hilton Honors member and cancel an Advanced Purchase rate, you may be eligible for a free night certificate for each cancelled night. Free night certificates can be used at our over 6,000+ properties worldwide. Stays must be completed by August 31, 2021.

If you need to adjust reservations made via the Hilton website, app or call center, you can change your reservation here or contact the Hilton Guest Assistance team. If you need to adjust reservations made through another travel site, please contact them for assistance.

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Hyatt remains committed to providing safe and clean environments and to upholding the highest standards of cleanliness at all hotels globally.

Guided by Hyatt’s purpose of care and experience delivering world-class hospitality for more than 60 years, our Global Care & Cleanliness Commitment further enhances existing operational guidance and resources around colleague and guest safety and peace of mind. This multilayered commitment will build on Hyatt’s existing rigorous protocols and include an accreditation process by the Global Biorisk Advisory Council (GBAC) at all Hyatt hotels around the world, colleague training and support resources, and a cross-functional working group of medical experts and industry professionals that will contribute to various aspects of the hotel experience.Global Cleanliness Accreditation 

In May 2020, Hyatt plans to introduce a GBAC STARTM accreditation through a performance-based cleaning, disinfection and infectious disease prevention program that will focus on establishing hotel environments that are sanitary, safe and healthy. The GBAC STARTM accreditation will include detailed training at more than 900 Hyatt hotels worldwide, and Hyatt intends to complement this with regular internal and third-party auditing.

GBAC is a division of ISSA, the worldwide cleaning industry association, and is composed of leaders in the area of microbial-pathogenic threat analysis and mitigation, designed specifically to deal with biological threats and real-time crises like the COVID-19 pandemic.

Hotel-Level Sanitization Specialists 

The wellbeing of colleagues is at the heart of Hyatt’s business and core to advancing care for guests and customers. In response to COVID-19, Hyatt is continuing to develop new work procedures and mandatory trainings in an effort to ensure safety for colleagues and guests.

As part of Hyatt’s Global Care & Cleanliness Commitment, by September 2020, every Hyatt hotel will have at least one person on property trained as Hygiene Manager, who will be responsible for their hotel adhering to new operational guidance and protocols, some of which may include:

•         Colleague certification, trainings and recertification process for hygiene and cleanliness

•         Increased frequency of cleaning with hospital-grade disinfectants on all high-touch surfaces and areas such as lobbies, guestrooms, restaurants, meeting and event spaces, recreational areas, public restrooms, fitness centers, elevator buttons, all employee areas, and more

•         Implementation of enhanced food safety and hygiene protocols for restaurants, room service, and group meetings and events

•         Prominently placed hand sanitizer stations throughout hotel public and employee areas and entrances

•         Exploring purification and sanitization device installation in an effort to ensure air quality

•         Protective masks and other equipment worn by hotel colleagues

•         Social distancing guidance in public areas across hotel properties

•         Evolving new policies in consideration of guidance and information shared by various health organizations such as the World Health Organization (WHO), Centers for Disease Control and Prevention (CDC), local authorities, and other leading organizations and experts

Cross-Functional Panel of Industry Experts and Professionals

At the onset of the COVID-19 crisis, Hyatt assembled a global cross-functional response team and engaged infectious diseases and occupational health experts to support efforts with COVID-19 research findings and information, which enabled Hyatt to promptly update detailed guidance to hotels and address specific needs and situations. 

Hyatt continues to engage additional medical experts and leading industry professionals as part of its commitment. The goal of the working group will be to provide counsel on key areas of Hyatt’s business, challenging Hyatt to act even more holistically in this new environment. Topic areas include:

•         Health & Hygiene

•         Colleague Safety

•         Food & Beverage Safety

•         Travel Journey

•         Space Design

•         Contactless Technology

•         Wellbeing

Hyatt’s Global Care & Cleanliness Commitment is an important expression of our purpose to care for people so they can be their best—now and in the future. We want every Hyatt guest and colleague to feel confident that each aspect of our commitment is designed with safety and wellbeing in mind.

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OUR PLAN

CREATING TRANSMISSION BARRIERS ENHANCING SANITATION

Transparent screens, plexiglass shields or other physical barriers

may be installed in areas such as desks, booths, fitness centers or

food stations.

CHECK IN /CHECK OUT

Hotels will implement touchless or low-touch solutions and

adopt contactless technologies including:

Mobile Key, Mobile Dining, Mobile Chat and guest requests via

the Marriott Bonvoy™ app.

Guest greetings will be modified to a nod, wave, or a bow,

while continuing to ensure guest needs are met.

Less Contact, More Connection

Guests and associates should practice physical distancing by

standing at least 6 feet (2 meters) away from other people not

traveling with them. Certain areas, such as arrival queues or

gathering areas will be marked with signage and, if necessary,

one-way guest traffic flow will be indicated.

Where applicable, lobby furniture, restaurant layouts, and other

public seating areas will be reconfigured. We are happy to work

to customize seating capacities and room sets to meet

individual distancing needs of group customers.

Physical Distancing

All associates that wear a Marriott badge will wear a face

covering as a part of their uniforms.

Guests should wear personal face masks or coverings and

should abide by local regulations.

Personal face masks and additional amenity items such as hand

sanitizer, disinfecting wipes and gloves, may be offered where

available.

Providing Personal

Protective Equipment (PPE)

We have initiated plans to roll out enhanced technologies at our

properties over the next few months, including electrostatic

sprayers and the highest classification of disinfectants

recommended by the Centers for Disease Control and

Prevention and World Health Organization to sanitize surfaces

throughout hotels. While guests may not see these technologies

immediately, these sprayers can rapidly clean and disinfect

entire areas and can be used in a hotel setting to clean and

disinfect guest rooms, lobbies, gyms and other public areas.

In addition, we are testing ultraviolet light technology for

sanitizing guest room and shared devices.

Leveraging

Technological Innovations

Enhanced cleaning protocols will require frequently disinfecting

high-touch items and sanitizing restrooms frequently and after

high-guest use, with focus on using the right chemicals and

procedures to kill COVID-19.

ROOMS

Deeper, More Frequent

Cleaning

We’re building on our reputation for high standards of hotel

cleanliness with well-established cleaning processes. In addition,

each property is required to have a Cleanliness Champion to

help lead the hotel in how it can ensure guest and associate

safety. Additionally, associates will be required to take training

on COVID-19 and safety and sanitation protocols.

Cleanliness

Training

Each hotel will be required to have a hygiene plan; associates

will be required to be aware of and follow for personal hygiene,

social distancing and PPE, in compliance with all federal, state

and local public health guidance.

Hand sanitizing stations for guest use will be placed in all hightraffic

areas and public spaces.

Emphasis on Hygiene

& Cleanliness

Each hotel will be required to have a hygiene plan; associates

will be required to be aware of and follow for personal hygiene,

social distancing and PPE, in compliance with all federal, state

and local public health guidance.

Hand sanitizing stations for guest use will be placed in all hightraffic

areas and public spaces.

Emphasis on

PROMOTING HEALTH SCREENING NOURISHING THE ‘NEW NORMAL’

Where allowable by law, hotels may have a place at entry points

for discreet and non-invasive temperature checks for associates

and vendors. Where required by law, guests may also be

required for screening.

Those with a temperature at or over 100.4°F (38°C) will be

subject to secondary screening. Those confirmed to have a

temperature at or over 100.4°F (38°C) will be denied entry and

be directed to appropriate medical care.

Thermal

Screening

Guests are critical in preventing the spread of COVID-19 and

other infectious diseases. To fulfill this responsibility, hotels will

provide COVID-19 related signage and materials describing

good health practices.

Signage will be posted to remind guests of social distancing

guidelines and hygiene practices to prevent the spread of

disease.

Associates are educated on the proper way to wear, handle,

and dispose of PPE, as well as the appropriate way to wash

hands, sneeze, and to avoid touching their faces.

Guests and Hotels:

A Shared Responsibility

Hotels continually monitor and become educated on

requirements and guidance from local health authorities and

practice those requirements throughout the hotel.

Where testing or treatment of guests or associates is needed,

hotels will provide appropriate resources to the available local

public health options.

Guidance to

Local Public Health Resources

Hotels will respond swiftly to associate and guest health

concerns and follow all current public health guidelines.

Associates feeling sick are encouraged to stay home. Those

exhibiting symptoms will be required to self-isolate from the

onset of symptoms and meet applicable public health criteria

before returning to work. Additional protocols specific to

COVID-19 are in place and summarized below.

Associate & Guest

Health Concerns

When serving food and beverages, hotels will continue to follow

guidelines from the U.S. Food & Drug Administration (FDA), as

well as the National Restaurant Association’s longstanding

ServSafe program, and other international government agencies,

as applicable.

Marriott’s food and beverage operations are required to conduct

self-inspection using the company’s food safety standards.

Supplementing our Food Safety Protocols

with ServSafe Guidelines

In restaurants and bars, items such as condiments, silverware,

glassware, napkins, etc. should not be pre-set on tables, to allow

for effective disinfection in between each guest. Sealed,

packaged, or single-use silverware, disposable or digital menus

may be offered as alternatives.

Self-service items that can’t be disinfected after guest use, such as

ice scoops, candy/fruit bowls, must be removed and replaced with

alternative options, such as pre-packaged or associate-attended.

Payment methods may be modified to reduce handling of guest

personal property, including use of trays to pass items, QR codes,

or offering self-service pay-at-table options where possible.

Eliminate or Modifying

Shared Use / Reuse Items

Traditional in-room dining may be modified to either no-contact

delivery methods or pick-up / grab-and-go. All packaging and

products should be single-use and disposable.

We will continue to source responsibly while working to reduce our

environmental impact.

Grab & Go and

Pre-Packaged Items

Traditional in-room dining may be modified to either no-contact

delivery methods or pick-up / grab-and-go. All packaging and

products should be single-use and disposable.

We will continue to source responsibly while working to reduce our

environmental impact.

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Commitment to Care Global Health and Safety Program

Our commitment to our guests, our associates and to our community
In the recent months, we have faced unprecedented changes and challenges as a result of the global COVID-19 health situation. Through it all, the well-being and health of our guests and associates has taken, and will continue to take, central priority. As we begin to adapt to a new normal, we are committed to operating to the highest levels of health and safety vigilance, providing you with the safest, most comfortable and flexible experience while enjoying the high standard of service expected of Rosewood Hotels & Resorts.

Guided by local and international health experts, and in compliance with our partners Ecolab and Diversey, we have introduced Commitment to Care, our new global health and safety program that will offer heightened standards for hygiene and cleanliness at all Rosewood properties around the world. By continuously enhancing our stringent health and safety protocols, we would like to personally ensure the well-being of every guest, visitor and associate, from the moment a reservation is confirmed till check-out.

Enhanced Safety and Cleanliness

We have introduced intensified hygiene and safety measures across all major touch points in our operations, in accordance with guidelines issued by local health authorities and the World Health Organization (WHO) and the Centers for Disease Control and Prevention (CDC). This includes the increased cleaning and disinfecting of common touch points, e.g. lobby areas, public bathrooms and elevators, and the regular cleaning of all air filters and air conditioning systems. We also continue to explore and test new technology to elevate our sanitization methods such as electrostatic sprayers, foggers and UVC light. All guests and associates will, upon returning to work or entering the hotel, be required to have their temperature checked, where legally allowed.

Personalized Care

Our properties will offer alternative check-in and check-out options, contactless in-room dining options, parking and housekeeping services tailored to guests’ needs and comfort. Specialized care kits will be provided to all guests including face masks, disinfectant wipes and hand sanitizer (gloves will be available upon request). Social distancing will be observed throughout our hotels, with reduced capacity in relevant locations, e.g. lobby areas, elevators, dining, fitness and spa facilities.

Guest Room Protocols

We have elevated our rigorous cleaning procedures for all guest rooms in compliance with our partners Ecolab and Diversey, and introduced additional safety measures such as avoiding back-to-back usage of rooms to allow for deeper sanitation practices and changing of pillow protectors and mattress pads between each guest.

Exceptional People, Exceptional Experiences

The health and safety of our associates has been of the utmost importance during these times. Wellness checks for all associates, training on personal protective equipment and mandatory wear as per local guidelines will be conducted, including the introduction of Health and Safety Ambassadors, to implement and oversee all new practices, procedures and trainings.

All associates will undergo mandatory health and safety training, including enhanced cleaning protocols as guided by our partners at Ecolab and Diversey and personal hygiene training, ensuring a safe working environment at all Rosewood hotels and resorts.

Rosewood Raise

This epidemic has impacted the lives of many of our associates and our local communities in which we operate. In response we launched Rosewood Raise in April 2020 in dedication to their steadfast effort and support. This comprehensive relief fund allows us to show our appreciation to our people and the communities in which we are situated that have been impacted by the COVID-19 outbreak. For more information on our relief initiatives, please click here.

Flexible Booking

We have also updated our reservation and cancellation policy to provide you with more flexibility and peace of mind when booking accommodations at our properties globally: For new individual reservations booked as of March 14, 2020 for stays through September 30, 2020, we have implemented a 24-hour cancellation policy with no fees*.

As Rosewood closely monitors the global situation, we will continue to stay in touch and provide you with updates as they become available. For more detailed information regarding individual property updates and policies, please refer to each hotel’s website.  If you have any questions, please feel free to reach out to our Central Reservations office at +1 888 767 3966.

Thank you for your continued loyalty and we look forward to welcoming you to our properties in the year ahead.

Please note that this page will continue to be updated with the latest information.

*Terms & Conditions

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The Leading Hotels of the World (LHW) recently announced our Healthy Stays commitment that will enhance global cleanliness procedures and protocols for our 430 worldwide members.

For more than nine decades, LHW has been at the forefront of creating the highest standards that have set the bar for worldwide luxury hospitality. The passionate hoteliers of our independent, luxury family-led hotels have welcomed guests for generations with remarkable care. It is with this same dedication that we are elevating our cleanliness standards and protocols for your clients with our Healthy Stays commitment.

Our Healthy Stays commitment includes:

Expert Medical Guidance: LHW collaborated with doctors of RemoteMD, ProHealth Environmental and a FEMA Emergency Response Trainer to develop Best Practice Guidelines specifically for member hotels. These guidelines for COVID-19 disinfection ensure LHW members are taking the steps necessary to create the safest possible environment for their guests and employees.

Gold Standard Cleanliness Accreditation: To certify our global portfolio of hotels meet a higher level of cleanliness and safety, LHW partnered with the Global Biorisk Advisory Council (GBAC), a Division of ISSA, the worldwide cleaning industry association, to offer GBAC STAR™ facility accreditation to our members.

Enhanced Operational Standards: LHW has partnered with Leading Quality Assurance (LQA) to develop new hygiene standards for hotel audits. Each LHW member is assessed annually by an LQA audit with 800 stringent criteria. These additional hygiene standards will include social distancing practices, employee access to hand sanitizer, a documented process to check employee temperature, and more.

Our leadership and coalition of worldwide hoteliers will ensure LHW continues to serve as the benchmark for the luxury hospitality industry and cleanliness practices. When your clients are ready to travel, trust that our family of independent luxury hoteliers will be ready to welcome them back safely.

Additional details about our Healthy Stays commitment can be found on LHW.com’s Customer Care page.