COVID-19

NEWSLETTER

Dear Guest,

This has been an unexpected and unprecedent year that has left none and nothing unaffected. Our daily life has changed as well as the way we perceive the world around us, the way we take decisions and of course the way we make plans or set priorities. However, what hasn’t changed is, our passion for Life.

Our Hotels was no exception to that. We had to adapt to the new circumstances. But under the guidance of the experts, the assistance of the medical stuff and the immeasurable support of the entire local society we remained safe. And now is the time to react and return to our daily routine, back to ´business as usual´. Thus, we plan this next day with services that as always aim to the absolute satisfaction of the needs of our guest.

Of course, this time for our Hotel, the most important point of this new planning process is the health and the safety of all our guests, staff and business partners; whilst, this idea refers to every single department and procedure in the hotel, in order for you to enjoy once more worry-free the exceptional Greek summer.

There we go then!!! We move forward as always with more optimism and illusion than ever as to try to offer to you yet again an unforgettable holiday experience to which we are delighted to invite you to accompany us.

We are looking forward to welcoming and attending you under our special Cretan care.

Best regards,

Nicolas Kokkalis

Hotel Manager

• Non accommodated guests or, visitors are not permitted to use the hotel’s facilities and services.
• Recording and filing of all non-accommodated visitors including business partners, workers, commercial representatives, etc.).
• Meticulous and frequent sanitisation of the Recaption Desk with the corresponding cleaning means.
• Installation of specialised prevention means against air born contagion and adequate signaling at the Front Office area.
• Thorough disinfection of the room keys and cards as well as of any other objects of common use every time they change hands.
• Limited stationary material (pencils, scissors, papers, etc.) and object exchange (batteries, remote controls, maps, flyers, etc.) with the guests and with other colleagues.
• Unlimited supply of disinfection and sanitizing means to our guests and visitors.
• A specific COVID-19 first aid kit with specialised equipment is always available.
• Particular attention is paid to the adequate ventilation of the lobby area.
• Touchless and online services (web check in, touchless payments, online menus, catalogs, audiovisual information, etc.) are to our guest’s disposal as well as online inhouse live communication.
• More time available between the arrival and departure procedures (check in = 15.00 / check out = 11.00).
• The reception and welcoming of the new arrivals are taking place into an open air space and in private.
• Check out is being done touchless and in private.
• The travel equipment of the departing guests is kept in our luggage room where only the concierge can access.
• Floor signaling is in place in order to provide guidance for the indicated social safety distancing.
• A TV Info Channel is available to our guests in the Room and print information is to be found around the Reception Desk and Lobby area; whilst the information provided includes
• Action Plan key points.
• General instructions for a safe stay.
• Information on different services available related to covid-19.
• Continuous awareness for an early detection of any suspicious cases.

• Strick control and monitoring to all daily department’s internal operations.
• Comply with and enhance the daily hygiene and recovery processes.
• Exclusive rooms numeration for each room maid.
• Amplification of the department’s budget (staff and equipment) in order to cope with the increased needs.
• Thorough cleaning of the new arrival rooms with hygiene sanitisers and specialized cutting edge equipment.
• ‘Hygiene Guaranteed’ sign (Health First) on the door for each new arrival.
• Special attention is given to the adequate ventilation of the rooms after the departure and before proceeding to the cleaning actions.
• Minimisation of the social contact between the staff and the guests:
• Room cleaning upon guest’s request.
• Bedlinen change upon guest’s request.
• Entering into an occupied room only prior to Reception permission.
• Distinction of daily duties (different clean up and make up room maids).
• Use of protective health and safety means for all non-fixed objects:
• Covering the remote controls (a/c, tv, etc.) with a plastic wrap.
• Clean towels are provided in a plastic wrap.
• Non-centralised independent A/C units in all hotel rooms.
• Thorough cleaning and disinfection of all a/c unit parts after every check out.
• Removal of all non-essential non-fixed objects from the room such as, newspapers, promotional material, stationary, decorative elements, etc.
• Frequent, enhanced and meticulous cleaning of all public areas with special attention to the critical points (handrails, door handles, buttons, sinks, lifts, etc.).
• Frequent, enhanced and meticulous cleaning of all public WC areas with special attention to the critical points (handrails, door handles, buttons, sinks, lifts, etc.).
• Daily cleaning of all department’s recipients and equipment at the end of the swift.

• Meticulous compliance with the ISO 9001:2015 quality standards.
• Strict compliance with the Health and Safety norms regarding food processing according to the ISO quality standards (ie. ISO4833-1-2013, ISO21528-2-2017, ISO6579-1-2017, κτλ.).
• Constant monitoring and regular control measurement of the process’s critical points by an independent certified external partner according to the ISO/IEC 17025 standards.
• Implementation of safety procedures for the reception of supplies from the hotel’s external providers as well as during the provision of supplies to the distinct hotel departments.
• Budget increase for personal and equipment for a better and a safer attention to the guests.
• Supply of new equipment (restauration, disinfection, self-protection, etc.).
• More staff in order to maintain a quick and quality level of attention.
• New tech applications for a quicker, safer and touchless transactions.
• Unlimited availability of disinfection and self-protection means for our guests in all areas of the F&B department (bars, restaurants, shops, etc.).
• Single use table set up (tables clothes, extras, etc.).
• Compulsory application of hand sanitisers before enterring the restaurant as well as the buffet areas.
• Development and application of a special anticongestion mobility system for the critical points of affluence during service such as, the buffet, show cooking, bars, shops, etc..
• Modified layout in order to maintain the indicated distances.
• Anticongestion management system based on different attendance time in the restaurant.
• Queue management system at the entrance of the hotel and the bars and hosting the guests to the available tables.
• Available multi room service alternatives.
• Implementation of safe use procedures for the all the F&B outlets (restaurants, bars, shops, etc.).
• Floor signaling and traffic control system at the buffet.
• Orders taken at the table as well as take away alternatives.
• Different staff for the table clean up and for the serving of the drinks.
• Personalised portions at the buffet, show cooking, drinks, etc.
• Served meal and drinks at the buffet and at the restaurants exclusively by the hotel’s trained staff.
• Portioned accompaniments for the bars.
• Use of the stipulated protective gear on behalf of our staff during service hours.

• Adoption of a non-crowding mentality to all sports, activities and animation act taking place in the hotel during the day.
• Adaptation of the morning animation program as to avoid crowding and provided the maximum possible social distancing as well as minimising the use of shared equipment.
• Adaptation of the night shows to the requirements of social distancing. In other words, some shows or activities will be modified or postponed.
• Personal physical exercise will take place outdoor daily and always keeping the appropriate distances.
• The access into the fitness studio will only be available prior appointment and only for the members of the same booking.
• Mini Club as an indoor entity will not be available to our young guests. Instead activities will be provided daily outdoors (around the pool, at the beach, at the garden) according to the health and safety regulations.

• Meticulous implementation of the ISO 9001:2015 Quality Control System.
• Constant monitoring, regular control and measurements of critical points’ indexes from an external certified partner according to the ISO/IEC 17025 norms.
• Strict compliance with all health and safety norms and procedures regarding recreational and drinking water treatment (πχ. ELOT658:1983; ISO6059:1984; ISO9308-1:2014, κτλ.).
• Provision for constant natural ventilation of all closed public areas of the hotel.
• Provision for a thorough maintenance and disinfection of the centralised ventilation circuits and a/c units.
• Monitoring, measuring and documenting in a four-time-a-day rate all quality constants (pH, chlore, etc.) of the swimming pools and water tanks.
• Compliance with the health and safety and social distancing norms.
• Maximum pool user number at a time (1pax./5 sq.m).
• Use of sunbed covers.
• Sunbed layout according to the 2 meters indicated safety distance.
• Equipment disinfection after its use.
• Restricted access to the wellness area. Sauna, hammam, tzakuzzi, etc. will not be available to the guests.
• Minimum 1.5m distance between the sunbeds of non group/family visitors.
• Maximum number of shoppers in the mini market (1pax/12sq.m. = 8pax).