At the lobby entrance, all arrivals are offered alcohol-based hand sanitizer and, within the lobby area, regular cleaning with high-grade disinfectants is implemented. To ensure the safety of all guests, three steps are taken when a guest arrives at a resort for check-in:

•  A mandatory temperature check is conducted to confirm temperatures of <37.5° C, regardless of previous tests that may have been conducted prior to arrival. The temperature data will not be stored nor processed, except in cases in which the temperature is over 37.2ºC in the morning or 37.7ºC in the afternoon, in which case the data will be transmitted to the local health authorities to allow the implementation of the corresponding health protocol.
• Guests complete a disclaimer during the check-in process, confirming virus-free wellbeing. And only at Spa, guests complete a health declaration form.
• The check-in area (desks, chairs, etc.) will be disinfected between each guest. Receptionists will use disinfectant gel between attending each guest and will disinfect the front desk counter.
• Self-check-in facilities will be made available to streamline the process and reduce interaction in reception.

NOTE: Policies are subject to change based on new or updated direction from health authorities

Special technology will be used to disinfect, decontaminate and sanitize rooms during the guests’ stay (through daily cleaning) and after their departure prior to the arrival of the next guest.

Additionally, all room include amenities such as disinfectant gel as part of the amenities package.

Increased sanitation activity is in place for all areas with high human contact throughout operating hours, including public areas that receive hourly thorough cleaning and disinfecting throughout the day. Toilets are sanitized and disinfected before and after operating hours and stocked with hand sanitizing gel. Frequent cleaning with disinfectants takes place in high touch areas like staircases and elevators. Beach and pool loungers are placed with proper distance between them, and waiters, pool and beach butlers. Sanitation of sports equipment occurs between use and prior to use by any guest. Pool staff will constantly check chlorine levels to ensure they are at the optimum level for enjoyment by guests.

Disinfectants are used to sanitize the area during regularly scheduled cleaning times throughout the day. Additional sanitizing and cleaning schedules are in place to provide deep cleaning for machines. Fitness trainers wear masks and sanitize all equipment immediately after use. To support immune health, fitness center guests are offered the choice of alkaline water, which helps improve the immune system.

Within spa facilities, sanitizing gel and disinfectant products are available. All high contact areas are sanitized on a regular basis throughout the day, and lockers are sanitized between uses. Spa areas involving water, like whirlpool tubs and pools, hydrotherapy pools, will be sanitized by maintaining the water chemistry for pH, alkalinity, and calcium hardness and to destroy microorganisms and bacteria. In hydrotherapy areas, spa staff wear special footwear that is used only in the hydrotherapy and as part of the protocol we reduce the number of people allowed in the hydrotherapy and relaxation area to ensure social distancing and avoid infections.

All Explorer’s Club and Core Zone facilities are cleaned and disinfected prior to opening, after closing, and regularly during operating hours. Modification of the activities program to offer options that comply with social distancing requirements. All activities requiring physical contact are eliminated. Temperature checks will be required for all kids and teens before entering to Explorer's Club or Core Zone. The cellphones provided to parents with children at the Explorer’s Club are thoroughly sanitized.

All bars and restaurants feature seating allowing for social distancing with tables and chairs sanitized daily and throughout the service period. Proper handwashing techniques are reviewed with food service staff at the start of every shift and increased signage is in place to reinforce those reviews.

Hand sanitizer is available at restaurant entrances, on bar tops and throughout the establishments. Bar snacks are presented in individual portions. Menu options are presented on boards or tablet QR codes, and the use of physical menus is limited to those who request them. Tablecloths are changed after every use. After use, cutlery is cleaned, disinfected, and placed in a cover preventing contact with outside surfaces.

CleanComplete Verification™ protocols cater to the needs of groups, restore trust in live events and ensure attendees’ peace of mind. The event planner and their guests’ experience are always paramount. Planners work with a trained event specialist every step of the way and vendors that minimize in-person contact, use digital processes, and proactively implement advanced safety and hygiene practices.

Events are re-imagined based on resort features, capacity guidelines, social distancing requirements and local legislation. New and flexible set-ups leverage open-air lobbies, rooftops, beaches, private outdoor areas, and pop-up venues for proper, physical distancing of event seating, aisles, food service and activities. And indoor event, conference and meeting spaces are disinfected overnight and during breaks.

Group events are customized with advanced registration, staggered arrivals, separate hospitality desk, limited queuing, pre-packaged refreshments or other check-in or check-out services unique to the resort and permitted by guidelines. Displays, digital screens, floor signs and other visual reminders preserve physical distancing, promote hygiene practices and cue general resort guests. And food experiences are curated to tell a story and adapted with F&B practices like direct serve and serviced buffets, prepackaged options, hands-free menus (QR code) and private or reserved experiences for groups of five or more.

Schedule a virtual site visit to see how Zoëtry® Wellness & Spa Resorts, Secrets® Resorts & Spas, Dreams® Resorts & Spas and Alua Hotels & Resorts® redefine celebrating in luxury.

In Spain, our resorts offer the possibility to hire different tests -antigen and PCR- in clinics close by or the clinic sends personnel to the hotel to test clients. Cost is borne by the client

The check-out process is done at front-desk with the required safety protocols.

Regular wellness training is provided for all personnel to ensure they take the correct steps for their own health as well as the health of guests. Employees who exhibit symptoms are isolated and, if medical authorities prescribe it, tested. Those who violate this policy are subject to disciplinary action.

Other measures include:

• Increase in the sanitation of office area workstations.
• Engineering teams conduct regular tests of pools and water systems, including constant readings of chlorine levels, PH levels and water temperature.
• A specific area has been designated for suppliers, who must wash hands.
• Specific staff members receive, sanitize and arrange merchandise in a dedicated area.
• Laundry protocols have been established to control temperature and laundry cycling as well as to address the cleaning of contaminated items.