Hotel Chain Cleaning Protocols

May 13, 2020

For your convenience, Prevue has compiled the latest news regarding hotel chain cleaning protocols and other safety initiatives. We will update this list regularly.

Here are the latest hotel chain cleaning protocols:

Accor

Accor is partnering with Bureau Veritas, a world-leading provider in testing, inspection and certification, first in France and then throughout Europe, to set sanitary standards applicable to all the group’s hotels.

The project is working with Alliance France Tourisme as well as with the relevant ministries (French Ministries of Tourism, Health and Labor) so that they are actively involved in—and validate—the recommended standards. Concrete proposals will be submitted, in France and subsequently in Europe, to the various governments, relevant ministries and committees for the easing of lockdown measures.

The output of this effort will be an operational guide made available to all stakeholders in the hospitality industry, enabling them to rigorously apply the health and safety recommendation of authorities (WHO, Health Ministry etc), both in guest services spaces and in back office and catering spaces. Customers will be able to check on a dedicated Bureau Veritas website, before they book their next stay whether any hotel or restaurant has been certified or not by Bureau Veritas.

AIC Hotel Group

AIC Hotel Group announced the implementation of enhanced operational protocols, in addition to the existing sanitation standards, across its brands at the all-inclusiveHard Rock Hotels, UNICO 20 ̊87 ̊ Hotel Riviera Mayaand Nobu Hotel Los Cabos. In addition to the following procedures, protocols and preventive measures, the all-inclusive Hard Rock Hotels implemented the global Hard Rock SAFE + SOUND program powered by Ecolab, which includes detailed guidelines and protocols followed by all branded properties around the world. UNICO 20º87º Hotel Riviera Maya rolled out the S.A.F.E. experience, which stands for safe and friendly environment experience, establishing and reinforcing enhanced protocols that bring guests the confidence they need to enjoy the hotel to its fullest.

Guest & Employee Health: Antibacterial hand-sanitizing stations will be placed throughout all areas of the hotel, with additional signage throughout back-of-house and guest areas reminding everyone of important health and hygiene protocols such as handwashing and physical distancing. Physical contact will be minimized as much as possible, and we will continue to provide an onsite 24/7 doctor to provide medical assistance as needed.

Employee Protocols: All hotelstaff have received thorough training on the enhanced protocols, in addition to training on identifying any flu or virus-like symptoms and following a firm procedure on reporting to a medical official. Staff will also continue to receive training on global standards of sanitation set forth by third parties such as Ecolab and NSF. In addition to ongoing training, employees will be closely monitored for any symptoms (including a temperature reading) on a daily basis, and will be required to wear the appropriate PPE (personal protective equipment) based on their roles and responsibilities.

Cleaning Protocols and Sanitation: The hotels use cleaning products such as Ecolab and standards that meet EPA (Environmental Protection Agency) guidelines and are approved for use and effective against viruses, bacteria and other airborne and bloodborne pathogens. They have increased the frequency of deep-cleaning and disinfecting all common areas, public spaces and guestrooms (in addition to back of house areas) with an emphasis on high-contact surfaces such as front desk check-in counters, elevators and elevator buttons, door handles, public bathrooms, room keys and locks, ATMs, handrails, tables, gym equipment, dining surfaces, seating areas, pool chairs and more.

Physical Distancing: Guests and employees are instructed to practice physical distancing by standing six feet away from other groups who are not traveling with them; this includes while standing in lines, waiting for elevators (including limited capacity), or walking throughout the hotel. Additionally, furniture placement throughout all common areas and back-of-house has been rearranged to allow for increased spacing, including redesigned layouts for meetings and events.

Guest Experience: Every step of the guest journey has its own set of defined protocols that will ensure the safety and wellbeing of guests and employees, while maintaining the level of service that guests have come to expect. This includes the in-house transfer company, luggage disinfection, non-invasive temperature readings via a thermal camera, a pristine check-in process, strictly enforced hygiene and physical distancing practices throughout the spa, salon, fitness center, pool and beach areas, shows, entertainment and more.

F&B: The hotels will continue to reinforce internationally recognized methods of identifying and managing food safety related risk, including Hazard Analysis Critical Control Points (HACCP), and adhering to strict global brand standards in addition to third-party standards such as NSF. Select services such as buffet and teppanyaki have been eliminated, while in-room dining will now be contactless with enhanced menu options. Source: Recommend

AMResorts

AMResorts has introduced CleanComplete Verification—a new 360-degree quality, safety and hygiene program centered on guest safety and peace of mind during vacation. The CleanComplete Verification program further elevates the standards of quality and cleanliness at AMResorts’ 58 beachfront branded properties across Mexico, the Caribbean, Costa Rica, and Panama.

Backed by one of the highest-level third-party certifications for quality and safety in the industry, the Cristal International Standards certification, the initiative addresses all aspects of resort operations and guest experience from welcome to departure. Each property has implemented Cristal’s Prevention of the Spread of Infection (POSI) audit protocol—and POSI-check is one of the latest solutions available both from Cristal and in the industry. All AMResorts branded properties also employ Cristal’s FoodCheck Certification, which complies with certified and audited food safety practices based on the Hazard Analysis Critical Control Point (HACCP), an internationally recognized system for reducing the risk of safety hazards in foods.

The CleanComplete Verification program includes:

Welcome Back – Arrival and Check-In Procedures: Hygiene check-in stations with temperature check protocols in place upon arrival to resort, and increased sanitation procedures including use of alcohol-based hand sanitizer for those handling luggage and cleaning of the lobby with high-grade disinfectant every hour.
Come on In – Room Cleaning Procedures: Cristal RoomCheck verification process to meet the highest hygiene cleaning for each guestroom, with sanitation information on in-room tablets, printouts and TVs.
Time to Relax – Sanitation Throughout the Resort: Increased sanitation throughout all areas of the resorts including high human contact areas such as staircases, elevators, public areas and restrooms, as well as sports equipment and spa facilities. Beach and pool loungers will also be distanced.
Fun for the Kids – Explorer’s Club + Core Zone Hygiene:All Explorer’s Club and Core Zone facilities cleaned and disinfected prior to opening, after closing, and regularly during operating hours, with temperature checks required for all before entering.
Dine in Style – Food and Beverage Protocols:All bar and restaurants employ social distancing measures, while staff wear masks and use increased hygiene techniques.
See You Again Soon – Check-Out and Departure Procedures: Express check-out service to reduce contact. Source: Recommend

Caesars Entertainment

Caesars Entertainment is working closely with health experts and adhering to guidelines set forth by the World Health Organization, the Centers for Disease Control, and the US Environmental Protection Agency. Employees have been trained on cleaning and disinfectant techniques, including use of PPE, protocols for all surfaces and tracking cleaning schedules. Recommended social distancing guidelines are being adhered to throughout the resort and the presence of hand sanitizer stations have been increased across each area. For meetings and events, Caesars has also developed specific guidelines for training, convention center operations, and food and beverage, as well as for outside vendors.

Four Seasons

From the Four Seasons web site: We are adhering to the latest information, protocols and tools from the world’s leading health experts and government authorities – including the World Health Organization and Centers for Disease Control – to maximize the effectiveness of our response. We have heightened our already stringent practices around food handling, sanitization, disinfection and cleaning, plus specific measures based on the guidance of local health authorities and the current situation in each country and region where we operate

Hilton

Hilton has announced a new program to deliver an industry-defining standard of cleanliness and disinfection in Hilton properties around the world. In a first for the hospitality business, Hilton will collaborate with RB, maker of Lysol and Dettol, and consult with Mayo Clinic to develop elevated processes and Team Member training to help Hilton guests enjoy an even cleaner and safer stay from check-in to check-out.

Hilton CleanStay with Lysol protection, as the program will be called in North America, will be a rigorous system that incorporates RB’s trusted know-how and scientific approach to cleaning practices and product offerings. Experts from Mayo Clinic’s Infection Prevention and Control team will advise and assist in enhancing Hilton’s cleaning and disinfection protocols.

While full details for the program are still in development and expected to be announced soon, hotel brand standards under consideration include:

Hilton CleanStay Room Seal: Add an extra measure of assurance by placing a room seal on doors to indicate to guests that their room has not been accessed since being thoroughly cleaned.

10 High-Touch, Deep Clean Areas: Extra disinfection of the most frequently touched guests room areas – light switches, door handles, TV remotes, thermostats and more.

De-clutter Paper Amenities: Remove pen, paper and guest directory; supplement with digital or available upon request.

Focus on Fitness Centers: Improved guidelines for disinfecting the hotel Fitness Center, possibly closing for cleaning multiple times daily and limiting the number of guests allowed in at one time.

Clean and Clean Again: Increase the frequency of cleaning public areas.

Guest-Accessible Disinfecting Wipes: Provide stations at primary entrances and key high traffic areas, for instance, a station to allow guests to wipe the elevator button before pressing.

Contactless Check-In: Hilton will double-down on its award-winning Digital Key technology for guests who desire to have a contactless arrival experience. Guests can check-in, choose their room, access their room with a digital room key and check-out using their mobile devices through the Hilton Honors mobile app at participating hotels. Hilton will continue to expand its Digital Key capabilities to common doors and access points throughout the hotels.

Innovative Disinfection Technologies: Hilton is exploring the addition of new technologies, like electrostatic sprayers – which use an electrostatically charged disinfecting mist – and ultraviolet light to sanitize surfaces and objects.

Hyatt

Hyatt has announced a Global Care & Cleanliness Commitment that will include an accreditation process by the Global Biorisk Advisory Council at all 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.

Hyatt plans to introduce a GBAC STAR^TM 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. 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. Hyatt is the first hospitality brand to announce plans to commit to GBAC STAR^TM accreditation which will include detailed training at more than 900 Hyatt hotels worldwide. Hyatt intends to complement this with regular internal and third-party auditing.

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, guestrooms and shared spaces
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 enhanced air quality
Protective masks and other equipment for hotel colleagues
Social distancing guidance in public areas across hotel properties

IHG

Form the IHG web site: We areclosely monitoring developments around the world and are in contact with global organizations including the World Health Organization and Centers for Disease Control and relevant authorities for country-specific requirements, to ensure the actions we take are comprehensive and suitable.”

The company requires all of its properties to adhere to comprehensive health and safety procedures, including all local laws. In addition, hotels have been given best practices and guidelines, which have been supplemented with additional COVID-19 cleanliness-specific guidance, training and information consistent with IHG standards.

Among the hospitality company’s specific recommendations are:

Activation of response teams to provide around-the-clock assistance to our hotels.
Hotels have increased the frequency of cleaning public areas (including lobbies, elevators, door handles, public bathrooms) and high-touch points in guest rooms.
All hotels have been advised on cleaning products and protocols which are effective against viruses.
IHG continues to review food and beverage service in accordance with current food safety recommendations.

Marriott

Marriott is rolling out enhanced technologies over the next few months, including electrostatic sprayers with hospital-grade disinfectant to sanitize surfaces throughout the hotel. The sprayers 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, the company is testing ultraviolet light technology for sanitizing keys for guests and devices shared by associates.

Over the next few months, when guests are in hotels within the Marriott portfolio, they will notice a number of additions to our cleaning regimen designed to set an even higher standard of cleanliness for the hotels. Specific areas of focus include:

Surface Areas: COVID-19 has raised awareness about the importance of high-touch surface cleanliness. In public spaces, the company has added to its already rigorous cleaning protocols, requiring that surfaces are thoroughly treated with hospital-grade disinfectants and that this cleaning is done with increased frequency. In guest rooms, the company has likewise added to its rigorous protocols, requiring that all surfaces are thoroughly cleaned with hospital-grade disinfectants. Marriott will also be placing disinfecting wipes in each room for guests’ personal use.
Guest Contact: The CDC and WHO warn about direct, person-to-person contact as the primary way COVID-19 is spread. To help alleviate the risk of transmission this way, the company will be using signage in its lobbies to remind guests to maintain social distancing protocols and removing or re-arranging furniture to allow more space for distancing. Marriott is also evaluating adding partitions at front desks to provide an extra level of precaution for our guests and associates and is working with supply chain partners to make masks and gloves available to associates. The company is installing more hand sanitizing stations at the entrances to its hotels, near the front desk, elevator banks and fitness and meeting spaces. In addition, in over 3,200 of Marriott’s hotels, guests can choose to use their phones to check in, access their rooms, make special requests and order room service that will be specially packaged and delivered right to the door without contact.
Food Safety: Marriott’s food safety program includes enhanced sanitation guidelines and training videos for all operational associates that includes hygiene and disinfecting practices. At Marriott, all food handlers and supervisors are trained on safe food preparation and service practices. Marriott’s food and beverage operations are required to conduct self-inspection using the company’s food safety standards as guidelines, and compliance is validated by independent audits. In addition, the company is modifying its operational practices for in-room dining and designing new approaches to buffets.

MGM Resorts International

MGM Resorts International has released a report outlining the comprehensive health and safety protocols it is putting in place prior to re-opening its domestic properties.

The report details its Seven-Point Safety Plan as follows:

1. Screening, temperature checks and employee training: MGM Resorts has implemented employee-screening measures to assess signs of infection, and employees will receive temperature checks before entering properties. Guests will be asked to follow a similar self-screening protocol prior to arriving.

2. Mandatory masks and personal protective equipment (PPE): All MGM Resorts employees will be required to wear an approved mask when on the properties. Gloves will be worn by employees who require them to do their job, such as food handlers and employees who clean public areas. Guests are encouraged to wear masks while in public areas, which the property will provide free-of-charge upon request.

3. Physical distancing: A six-foot physical distancing policy will be in place throughout MGM Resorts properties, as well as protocols such as plexiglass barriers or eye protection for employees where distancing is not feasible.

4. Handwashing and enhanced sanitization: Upon re-opening, properties will continue using proven cleaning products in accordance with EPA guidelines including electrostatic sprayers in many large areas. In addition, custom-built hand-washing stations will be readily available in high-traffic areas.

5. Heating ventilation and air conditioning (HVAC) controls and air quality: MGM Resorts has reviewed the operation of its HVAC systems to identify additional opportunities to enhance their effectiveness. The company will continue to review and adjust the operation of its systems to ensure employee and guest safety.

6. Incident response protocols: In the event that a guest or employee tests positive for the virus, MGM Resorts has developed protocols to ensure the infected individual has access to medical treatment, exposed areas are thoroughly sanitized and, when possible, notify those who may have come in close, prolonged contact with the infected individual. MGM Resorts has medical and security personnel on staff to respond quickly in the event of an incident.

7. Digital innovations: MGM Resorts is using technology to transition current processes into contactless options such as contactless check-in through the MGM Resorts mobile app. This includes the ability to process payment, verify identification and obtain a digital room key, all through a mobile device. If preferred, physical keys will be available through self-serve key encoders. Digital menus will also be available to view on personal mobile devices via QR code. Virtual queues will be in place for guests when immediate seating is unavailable. Guests will receive a text message notification when their table is ready. Source: Recommend

Omni Hotels & Resorts

Omni Hotels & Resorts has officially rolled out its new Omni Safe & Clean program that includes extensive new cleaning guidelines, processes and procedures to ensure the health, safety and comfort of its guests and associates. The program follows the guidelines set forth by the Centers for Disease Control and Prevention (CDC) and also meets or exceeds the “Stay Safe” initiative set forth by the American Hotel & Lodging Association (AHLA). Each Omni hotel and resort will adhere to local and/or federal mandates.

Palace Resorts

Palace Resorts and LeBlanc Spa Resorts have introduced Purely Palace, 140 preventative actions to ensure attendee safety. Among thems:

Housekeeping teams will follow strict quality and sanitation controls, including mandatory use of gloves, face shields, and face masks while cleaning and disinfecting guest rooms.
All mattresses will be professionally steamed to help eliminate any harmful viruses and bacteria.
Upon guest departure, each room will undergo a complete disinfection process using an electrostatic nebulizer system.
Sanitation tablets will be installed in air conditioning units to eliminate potential viruses and bacteria.
A health certification will be placed in each room, guaranteeing that everything has been completely disinfected to the highest and strictest standards.
Guests will also receive a personal hygiene kit in their rooms, which will include antibacterial gel, face masks (for optional use, one per person) and disinfecting wipes.

Palladium Hotel Group

Palladium Hotel Group is implementing the instructions and recommendations of the World Health Organization, as well as expert authorities from the six countries where Palladium Hotel Group has hotels. The steps to keep guests safe include:

Cleanliness

Cleaning, disinfecting, and protecting—reinforcing the cleaning and disinfection process of all hotel spaces including bedroom, common areas, meeting and event spaces, staff works areas, transportation vehicles, objects of common use, and items that arrive from the outside such as luggage.
Hand sanitizers and dispensers throughout various areas and inside the guestrooms
Temperature checks—infrared thermometers will be used on employees, suppliers, and guests at entrance areas and closed spaces such as restaurants, gyms, spas, and children’s areas
Use of masks, gloves, and disposable paper items—mandatory for staff from different departments and will be provided in guestrooms
Single-use products will be used to minimize contact and establish protection systems at reception and counters
Medical services will be expanded

Social Distancing & Capacity Control

Social distance of guests and partners within the entire hotel complex will be maintained
Distance of at least 6.5 ft. will be maintained between family unites and a density of one person per 26.9 sq.-ft.
Distance will be monitored in areas of greater concentration of guests such as restaurants, front desk area, pools, and beach areas. The distance between hammocks, restaurant chairs, and tables will be increased and marks will be places indicating space to be kept.
Reservations encouraged—restaurants, gym, children area and water area will be needed

Restaurants and Food & Beverage

All operation procedures and quality manuals are being reviewed and adapted for the highest standards of food safety
Guests are encouraged to make dining reservations in advance
A maximum number of people in bars and restaurants will be established, as well as an appointment system for access to these areas. Guests will be escorted to their tables that will be previously set up with fully disinfected tableware, cutlery, glassware, and napkins.
Service will be adapted to the new reality. Individual portions will now be prioritized. The consumption of single-use packaging and the services of drinks at the table will continue. A la carte service and personalized show cooking will be promoted, and room service will be strengthened as an alternative.

Innovation & Technology

An “ozone and mist disinfection system” will be implemented to purify the air
Encourage the use of technology at check-in and check-out
Promote the u se of digital information via hotel applications such as the hotel information, web portal, and TV, in a way that will eventually eliminate all unessential in-room stationary, printed menus, and brochures.
Through these channels, guests will be able to make reservations for access to the restaurant and bar menus, and receive updated information on available services, and of hygiene and cleaning protocol. Guests will also be able to use the app to make real-time queries via a chat feature
Looking into providing allergen-free purified rooms. Source: Recommend

Rosewood Hotels and Resorts

Among Rosewood’s enhanced measures are:

Public and common areas will undergo hourly deep cleaning and disinfection.
Surgical masks and hand sanitizers will be provided to all guests and associates
All guests and associates will be subject to mandatory, frequent temperature checks
All contractors and other third parties who visit properties must sign health declarations
Air filters and air-conditioning systems will be cleaned regularly.
All associates will be briefed on enhanced personal hygiene.
Hydrotherapy areas in spas, including steam, sauna and vitality pools will be closed.

Venetian Resort Las Vegas

The Venetian has created the Venetian Clean standards, aligning with Bureau Veritas, a nearly 200-year-old world leader in testing, inspection, and certification. Bureau Veritas has developed the Safe Guard™ Hygiene Excellence and Safety Label to support the operational activities for The Venetian as we continue to keep safety and hygiene at the forefront. The Cleveland Clinic serves as the Medical Advisor for Bureau Veritas’ health, safety and sustainability programs including Safe Guard™.

Among the many tenets of Venetian Clean:

An increased in the frequency of routine cleaning in public spaces and adjusted protocols for cleaning our guest suites, meeting or exceeding CDC guidelines. This includes the use of disinfectants that are EPA registered for emerging viral pathogens, and exploring new technologies such as UV lighting and electrostatic sprayers. Throughout the resort, hundreds of individual sanitization stations that include hand sanitizer or sanitizing wipes have been installed.
Upon arrival, our guests receive a Venetian Clean “personal care” amenity kit in their suites, with two face masks, two sets of gloves, hand sanitizer, and sanitizing wipes. Each day, guests are provided fresh masks and gloves. Masks are also provided for day guests, upon request.
Thermal scanners have been placed at every entrance to The Venetian Resort and Sands Expo, providing non-invasive temperature checks upon arrival.
Throughout the resort, the frequency of air filter replacement and HVAC system cleaning has been increased,; the hotel has maximized our fresh-air intake to increase external air flow into the building.; and in specific areas, hospital-grade HEPA filters ar enow in use.

Wynn

Wynn has developed a comprehensive health safety program that it is putting in place to prepare for its re-opening. A team of leading medical and public health professionals helped create the program based on the most effective health safety practices available. Among them will be cleaning products and protocols that meet EPA guidelines and are approved for use and effective against viruses, bacteria and other airborne and bloodborne pathogens; and increase in the frequency of cleaning and sanitizing of all public spaces; and all bed linen and laundry will be changed daily and washed at a high temperature and in accordance with CDC guidelines.