RE-OPENING PROTOCOLS MANUAL (JUNE 2020)
Earth asked us for a break, put us on pause, gave us the opportunity to reflect, learn and change, distanced us, but at the same time, made us more united. Today we are facing a new normality which has taught us that we are an integral part of a whole “everything” and invite us to be even more responsible and reinforce our institutional values in all our relationships:
Humility, Optimism, Gratitude, Amor(Love) and Respect, (HOGAR)
During this time, at Buenaventura Hotels, we´ve been working to renew ourselves. We learned and prepared for this new reality, to receive you and protect what is most important: Your Safety. Our mission is, and will continue to be, to generate experiences of leisure, fun and comfort through products and services with quality and warmth, putting your well-being first.
Our goal is to guarantee safe spaces for our dear guests, our family of associates, our suppliers and, in general, for the good of our society. To accomplish this, we have developed and implemented safety and hygiene protocols following the recommendations of the World Tourism Organization (UNWTO), The World Health Organization (WHO), our Federal, State and Municipal Governments guidelines, as well as the criteria and contributions of Puerto Vallarta’s Hotel Association. For the reactivation of Tourist activity, we have developed the following Guide that aims to inform the actions, processes and practices that Buenaventura Hotels will adopt or reinforce for the prevention and mitigation of the COVID-19 virus.
Below is an excerpt from the Buenaventura Hotels Sanitation Protocol, Pointing out the 5 directives under which our protocol was created: HOGAR, which stands for HOME in Spanish, to make you feel as safe as in your home.
PREQUENTLY ASKED QUESTIONS AMID COVID-19
- What happens if I have a reservation in the upcoming days and I am exhibiting COVID-19 symptoms prior my arrival?
The health and wellbeing of our guests is the most important thing to us. Please review our flexible policies and terms directly with our reservations department.
What should I do if I become infected during my stay? Will I receive medical care?
We are committed to the wellbeing of our guests and associates. If a guest displays or has symptoms of any kind, they will be referred to our on-site doctor. The doctor can diagnose or refer you to an accredited hospital for treatment if needed. The World Health Organization and our Health experts advise that symptoms may surface 8 – 14 days after infected and recommends you return home and quarantine if asymptomatic as well as consult your doctor. We highly recommend you travel with an insurance plan that covers medical attention in foreign countries in the event it is needed.
If I don’t feel comfortable with traveling, can I cancel or change my stay?
We at Hoteles Buenaventura value your loyalty and support and have implemented a flexible policy that allows you to cancel or change your dates during these travel dates. Please consult one of our reservation agents for assistance.
What measures is the hotel taking during the current situation?
We at Hoteles Buenaventura have taken extraordinary measures and followed the guidelines of our state and federal health authorities; we are committed to bringing you an environment that meets the highest level of sanitary, cleansing and public heath practices. We have developed Manual of Protocols specifically for the pandemic that includes unprecedented disinfection practices and exceeds the recommendations of the WHO and Health & Safety Authorities in Mexico.
Here is a highlight of some of our measures:
-All employees are required to wear Personal Protection Equipment.
-Upon arrival your luggage is disinfected.
-We conduct a temperature read with infrared thermometer, if the temperature exceeds 37.7° C, that individual will be taken to our on-site doctor for immediate care.
-Upon arrival we disinfect all footwear with a sanitation mat
-We encourage constant hand washing and the use of antibacterial gels that contains at least 70% alcohol.
-Antibacterial gel stations are available throughout our public areas and all floors.
-We continue to meet our distinctive “H” guidelines reinforcing our strict hygiene measures and controls of all food, beverage and storage areas.
-Strictly reinforced and continuous cleaning and disinfecting of the most heavily touched areas including elevator buttons, handrails, remote controls, door knobs, light switches among others.
-Disinfection with steam mist and disinfectant sprays.
Will I be able to use the swimming pools and beach?
Yes, our hotel will distribute loungers and beach chairs meeting safe distancing guidelines of 1.5 meters apart, when not traveling within the same group/family of persons
What cleaning protocols have housekeeping staff implemented?
When you check-in you can be certain your room has been deep cleaned and disinfected with the use of steam mist and sprays. This process can be done additionally during your stay upon request.
Cleaning and disinfection with special emphasis in areas of common contact, such as handles, rails, desks, telephone, remote controls, light switches, sinks etc. in addition to the use of steam mist.
After room is cleaned, each room will have a sticker certifying the completion of protocols in place.
Will the use of face masks be mandatory in all areas of the hotel?
The use of face masks is recommended during your stay.
How will the Buffet operate?
The buffet service is temporarily replaced with made to order and a la carte selections. Certain stations will be open with individually prepared and packaged selections. We also will offer made to order cooking stations.
Are there any changes to the hours of operations for bars and consumption areas?
We are operating under normal business hours.
Will there be animated shows, activities and theme nights?
Music will be available for your to entertainment in our bars. Live music may also be available during family hour on certain nights. Villa Premiere: We will continue to offer entertainment programs and theme nights meeting the highest standards for our discerning guests. Program schedules are available with our concierge and front desk.
Will the kids club and gym be open?
The kids club will open if authorities allow it to, however strict protocols will be in place including but not limited to a maximum of 4 kids at a time in addition to the cleanliness and safety guidelines. The gym will be open meeting the established guidelines set forth by the authorities such as maintaining safe distancing of 1.5 meters and a reduced capacity. Certain equipment will not be available in order to preserve some of the measures in place.
Will the Spa be open?
The Spa will be open meeting the established guidelines set forth by the authorities.
Will room service be available?
Buenaventura Grand: Room service will be available and operating from 7:00am to 10:00pm.
Villa Premiere Boutique Hotel: Room service is available 24 hours a day with special protocols in place for delivery. Our concierge staff is available for any question regarding our service.
Are laundry services available?
Yes, all clothes must be prepared and separated by colors or how you would like them washed. Plastic bags are available in-room and can also be delivered.
What certifications does the hotel have for guest peace of mind?
Our hoteles count on: Distintivo ”H” is a recognition awarded by the Secretary of Tourism and Secretary of Health to establishments that maintain the strictest adherence to the highest level of hygenic standards in all food and beverage facilities including food and beverage preparation and storage. Distintivo “S” is recognition of the most innovative sustainable practices in the development of projects related to tourism in Mexico under global sustainability criteria
Are the malecon and nightclubs open?
Please consult the Puerto Vallarta Tourism site for answers to this and many other great resources on our beautiful destination at www.visitpuertovallarta.com