Our commitment to your health, comfort and well-being
As the world prepares to travel again, we at Centara Hotels & Resorts have recalibrated our health and hygiene procedures to support new travel norms and provide complete reassurance and confidence to guests.
Reflecting our commitment to elevated safety protocols, we have launched Centara Complete Care, a programme developed in close collaboration with Ecolab, a global leader in water and hygiene technologies, and Swiss firm SGS, the world’s leading inspection, verification, testing and certification company.
A newly assigned team of Hygiene and Quality Managers have been tasked with the implementation and monitoring of the comprehensive 12-pronged action plan which follows guidelines set by the World Health Organisation (WHO), the World Travel and Tourism Council (WTTC) and local health authorities in the six countries we are present.
To all our guests, partners and colleagues, we look forward to welcoming you back with the same Centara hospitality and care you know and trust, supported with the highest standards of health and wellbeing.
For nearly four decades, we have prided ourselves on delivering the highest levels of care and establishing Centara The Place to Be
By adhering to the highest standards of cleanliness and safety, and with revamped protocols certified by global leaders in hygiene, we are amplifying our pledge with Centara Complete Care.
Complete Care Measures
Appropriate spacing will be maintained to avoid close gatherings between everyone. This includes the reconfiguration of seating in public areas and the delivery of in-room dining and luggage to guest room doors only.
HEALTH & HYGIENE PRACTICES
Temperature of all staff, visitors and guests arriving at the hotel via all entrances will be checked. Face masks are worn by all service staff, and sanitising hand gel dispensers are made readily available.
Housekeeping staff, wearing protective face masks and plastic gloves, will ventilate and clean rooms when guests have vacated the space, paying attention to frequently-touched points such as remote controls and door handles. Sanitising gel will be placed in the room or available on request.
Protocols include increased sanitation frequency of all public areas, including washrooms, lifts, and other frequently-touched areas. All cleaning agents are EPA-approved and a hi-tech electrostatic disinfection spray ensures guest rooms, corridors, restaurants, and other areas are sanitised regularly.
CHECK-IN AND CHECK-OUT
All front desk staff will sit at least 1.5 metres apart, and wherever possible, privacy screens will be installed. The registration process includes health check forms, and cashless payment options will be offered.
To respect social distancing measures, seating in restaurants will be reduced and re-arranged. All tabletop items will be sanitised between each sitting. Self-service will be restricted; instead, buffet offerings at the restaurant and Club Lounge will be served at the table.
FITNESS & POOL
Chlorine levels at the pool will be periodically monitored for maximum efficacy. Sun loungers and fitness equipment will be spaced at least 1.5 metres apart. Sports and fitness centre equipment, as well as sun loungers, will be sanitised after every use.
Only single guest spa treatments will be permitted, with steams, saunas and Hammams off limits for the time being. Treatment rooms and all equipment are sanitised after each session.
Playroom staff will be trained to follow enhanced cleaning protocols, with toys and equipment sanitised every 15 minutes. Ball pits and other frequently-touched amenities in the Kids’ Club will be removed.
Seating arrangements will be made to respect safe distancing, and after every event, meeting rooms will be sprayed with specialised electrostatic disinfection solution to sanitise all surfaces. All event attendees will be required to wear face masks.
TRAINING & PERSONNEL
All staff will be trained in Centara’s new cleaning and sanitisation protocols. The same vigorous standards will apply to back of house and any other third-party concessionaries such as the tour desk. Hotel staff teams will be re-organised to minimise cross-contamination.
ACCREDITATION & MONITORING
Dedicated Hygiene Managers have been appointed to monitor, record and implement changes across all hotels. Health and hygiene procedures are prepared in collaboration with ECOLAB, the global leader in hygiene technologies, and certified by SGS, the world’s leading inspection, verification, testing, and certification specialists.