The future of hotels
Yes, we will travel again. We don't know when, but we do know that it won't be the same way. De-escalation, phases, rhythms, regulations... That future that previously seemed uncertain and unknown is slowly taking shape and the hotels have already got down to work to welcome us when the time comes.
Security measures, cleaning and disinfection standards, social distance, protective equipment... With the health of guests and employees as an absolute priority, hotel and accommodation companies around the world are preparing to face the new situation.
The time of check-in will never be the same again, But it's already on the horizon.
From the Hotel Business Association of Madrid, AEHM, they advance to Condé Nast Traveler that in the commission that they have created they all agree on the lines that must be followed when developing a protocol to guarantee maximum security and confidence to citizens, employees and travelers . In addition, they have joined the commission that has been launched by the Institute for Spanish Tourism Quality (ICTE) and the Secretary of State for Tourism in order to establish a national protocol for the entire tourism sector with a view to reactivating its activity, to which we will contribute our document.
The 'COVID Free Hotels' protocol aims to address the specifications necessary to be prepared, at all levels, for the reopening of the sector with full guarantees. "It is still early to give details - they explain from the AEHM -, but it will be made up of a series of guidelines that They must be applied to 'the entire activity circuit of a hotel', from before the entrance of a client to the reception of orders from suppliers, the reorganization of spaces to guarantee maximum security and confidence, etc. Obviously, it will include, in addition to the cleaning processes for rooms and common areas, the specific hygiene measures for the rest of the spaces, such as kitchens, bar and cafeteria, dining rooms, reception or others.
ANANTARA
Stay With Peace of Mind is the name with which Anantara has baptized the program of measures that it is implementing to improve their already high hygiene standards in their establishments and provide its clients with a renewed approach to wellness.
In all areas of its hotels (private, common and staff work areas), they are using disinfectants approved by the Environmental Protection Agency (EPA) to fight against Covid. In the same way, the details will not be overlooked and extreme the cleaning and disinfection of objects such as cards and spaces such as the interior of limousines that pick up guests at the airport, which will be disinfected after each use.
It will be precisely during these journeys when it is taken advantage of to collect the necessary information about the clients, in such a way that the time they spend in the lobby to complete the check-in formalities is kept to a minimum.
Each Anantara establishment will also have a GuestGuardian, who will be in charge of supervising that everything complies with the demanding criteria established by the brand, based on the recommendations of experts including those of the World Health Organization , and Ecolab and Diversy, companies specialized in hygiene services.
In general terms, personalize or reduce the influx of guests in all services, from sports activities to yoga or pilates classes, going through shopping sessions in stores near hotels that can be booked in advance.
EASTERN MANDARIN
For Mandarin Oriental hotels, information is key in their relationship with the customer. Delve into good communication , is the first step to enjoy a stay with all the comforts (and all the security, of course): "Everything possible is done to ensure that our guests are aware of the high standards of health and safety both outside and inside our establishments. Additional measures have been implemented in accordance with the guidelines of local health and government authorities and following the direction of the World Health Organization , these are clearly communicated to guests directly before (hotel web pages, reservation confirmations...), as well as upon arrival", they inform Traveler.es. But it must be bilateral information, a communication by both parties. They confirm that the feedback received about the concerns of their guests have been key to shaping these new security policies in their hotels.
And specifically, how will our experience change when sleeping in a Mandarin Oriental hotel? "We have introduced enhanced health and safety measures across our portfolio. These include: increased frequency of cleaning and disinfection of common facilities and guest rooms, provision of disinfectants of hands in the public areas of the hotel, temperature control of guests, employees, suppliers and vendors at entry points health and travel declaration forms for guests when appropriate and the temporary closure of some of our facilities, including swimming pools, gyms and common Spa facilities". That is, a complete experience from the information provided when making a reservation to checking out of our room.
But from Mandarin Oriental, they also call on the respect for social distancing rules in the coming months. This is how they adapt to the circumstances of the countries in which they work: "For example, in Hong Kong, the current guidelines stipulate that restaurants can continue to operate , but reservations cannot accommodate more than 4 guests, these tables must be spaced at least 1.5m apart and that diners must wear masks when not eating. The situation continues to evolve and we advise close contact with local authorities and follow WHO advice."
Hotel Arts, Barcelona
MARRIOT INTERNATIONAL
The hotel company has announced the launch of a multidimensional platform to raise your standards of cleanliness and hospitality and thus meet the new health and safety challenges presented by the current pandemic environment. ““We want our guests to know and understand what we are doing today and what we plan for the near future in the areas of cleanliness, hygiene and social distance, so that when they walk through the doors of one of our hotels, they know that our commitment to Your health and safety is our top priority." Arne Sorenson, President and CEO of Marriott International.
“It is equally important to us let our employees know about the changes we are making, in order to help protect their health while serving our guests,” he concludes.
Thus, Marriott has created the Marriott Global Cleanliness Council to address the realities of the covid-19 pandemic in hotels and further strengthen the company's efforts in this area. This advice focuses on develop a higher level of standards, behaviors and cleanliness standards in the hospitality industry globally , specially designed to minimize risk and enhance safety for both consumers and Marriott employees.
The Council is chaired by Ray Bennett, Global Chief Operating Officer, Marriott International , and you'll benefit from insights and input from internal and external experts, including leaders from all Marriott disciplines, including housekeeping, engineering, food safety, occupational health and employee wellness.
This series of technologies will include electrostatic sprayers with hospital disinfectants to disinfect surfaces throughout the hotel: "Electrostatic spray technology uses the highest classification of disinfectants recommended by the Centers for Disease Control and Prevention (CDC) and the World Health Organization (WHO) to treat known pathogens. Sprayers quickly clean and disinfect entire areas and can be used in hotels to clean and disinfect rooms, lobbies, gyms and other public areas." In addition, the company is currently testing ultraviolet light technology to sanitize guest keys and employee-shared devices. Thus, in the coming months, when guests visit any hotel in the Marriott portfolio, "they will perceive an additional reinforcement in our cleaning regime, designed especially to establish even higher standards of cleanliness in all hotels."
Talking about food safety, Marriott's safety program includes enhanced sanitation standards and training videos for all employees with practical hygiene and disinfection standards: "Marriott's food and beverage departments are required to conduct self-inspections using the company's food safety standards as guidelines, and compliance is periodically validated through independent audits. Additionally, the company is changing its operating practices for room service and redesigning new approaches to buffet areas.
From Marriott they also assure that one of the consequences caused by COVID-19 is that "the space itself becomes part of the definition of the concept 'luxury': the ability to maintain personal space and enjoy a sense of space. This is something that many luxury resorts, hotels and villas will be able to offer more easily than other accommodation options."
FOUR SEASONS MADRID
"As for the opening date, we don't have anything fixed yet but we are accepting reservations from September 1", They tell us from the hotel, to then indicate that the final date will depend on seeing how the situation evolves and that they are already working on the possible measures that the establishment has to take.
NH HOTEL GROUP
From NH Hotel Group they are already working on different scenarios for the reopening of its hotels, which will be subject to the lifting of restrictions and how demand behaves.
"We expect it to be the local demand that sustains the activity in the short term, as long as the borders are not unblocked and the airlines can reactivate their international operations", they explain from the group that is already working on redefining its customer experience proposal with security as a central element of its entire strategy.
To do this, they are reviewing all their processes as well as their operations and contact with customers. "This will have its reflection throughout the entire relationship that he experiences with the company, from when you plan your trip, through your stay at the hotel, and even when it is over".
"With the information we have and taking as a reference the reactivation of the sector in China, It seems plausible that demand will gradually reactivate and the return to activity will take place in a staggered manner".
THE SERRAS
The clients of The Serras will have the option to make check in online and will not need to present any documentation or credit card.
The hotel provides increase in-room food and beverage offerings and services and probably this summer they will serve breakfasts (the buffet is abolished), lunches and dinners on the heated terrace.
FINCA CORTESIN
At this Preferred Hotels & Resorts member hotel, they will implement the measures dictated by the government, but "we will try not to lose our essence of who we are and what we have built from the beginning." The fact that its services have always been personalized, attentive and with maximum care of detail, help.
"Our restaurant services are all 'A LA CARTE', with a limited capacity to offer unparalleled service. We also offer our clients spacious rooms and common areas, which many of them consider luxury”.
Advised by its collaborating prevention, health and sanitation companies, will take all due care for the well-being of their staff and customers, “but at the same time we will try to offer an unforgettable experience with attentive service in a relaxed and elegant atmosphere”.
WELLINGTON HOTEL
In the emblematic Wellington of Madrid all staff will wear masks and gloves as a fundamental precautionary measure. In addition, "there will be a ozone cleaning and disinfection daily and the option of opening the room will be offered through a system contactless ", they point out.
As for hand sanitizing gels and products, they will be located in both public and private areas of the hotel. and will be completed and reviewed regularly. "All employees will be instructed every day on the correct hand sanitizing procedures, including washing with soap and hot water for a minimum of 20 seconds," they point out from the hotel.
Public contact points, when reopened, such as handrails, elevator buttons, door handles and knobs will be cleaned multiple times throughout the day and surfaces –the reception desk, the restaurant counters and the dining tables– will be cleaned regularly.
In regards to the food and beverage areas (F&B outlets), when the time comes for them to open, a minimum separation of two meters between the tables "and we offer the option of continental or à la carte breakfast both in the room and in the hall", they tell us from the Hotel Wellington.
Half board and full board will be offered in room service and in the hall, as well as digital menus "And, of course, we will offer all the official measures determined by the government," they conclude.
HOTEL ITURREGI
“My mother always told me that a sincere voice and a smile can be transmitted even over the phone, so some gloves or a mask are not going to prevent our clients from noticing our desire. At Iturregi we hardly ever get closer than 1 meter from our clients; if anything when we take their bags, but they are usually in the trunk or on the floor... or when serving breakfast, but if we have to distance ourselves a little more, we will do it ”, Lucie Leprêtre, owner of the Iturregi hotel, tells us where they are waiting for the health protocols to put them into practice, something they believe will not be difficult for them since they only have 8 rooms and a maximum capacity of 20 clients on a 9-hectare site, with two well-separated entrances for clients and suppliers and staff, and they do not accept people from outside without reservation.
Breakfast will not be a problem either, since it is always à la carte, either in the spacious dining room (with more than a meter and a half between the tables) or, if you prefer, in the rooms. “We have always respected personal space and discretion, being present without being present, always available, but from afar. The luxury service does not have to be affected by protocols. I think the only difference will be that we will have to wear gloves and masks, and do an even deeper and more constant cleaning, but it will be carried out, as always, with total discretion. And I don't think this will change our way of being or being with clients”.
PARADORES
Cleaning procedures at Paradores have always been very demanding and now they will be even more so. In the receptions will be installed distance partitions and there will be a hygienic corner with hydroalcoholic gel, masks and information for customers. Besides, the disinfection of the keys or any documentation that the client will receive will be extreme and will be made express check-in so that, through the prior request for information, the client does not just have to stop at the reception.
A super reinforced cleaning protocol will be applied in the rooms, with special emphasis on those elements that customers touch the most, such as remote controls a –which will be placed in a case after being disinfected–, doorknobs, faucets, shower controls... And before the client enters the room, it will be applied, in addition, a virucidal solution that eliminates possible viruses on all surfaces, including textiles.
In the restaurants and dining rooms will reduce the capacity, extending the distance between the tables and the cutlery will always be in a box and previously disinfected. And the warehouses will be thoroughly disinfected daily, just like the goods upon arrival.
ARANTZA HOTEL
Hidden in the middle of a steep valley surrounded by forests, half a kilometer from the nearest paved track and with only eleven rooms, in Arantza Hotela, Alberto Medinabeitia, owner, is sure that he can guarantee the safety of his clients and employees, and apply without problem the protocols elaborated by Health, include rapid tests or the latest technology, and continue to offer "the same experience as until March, that is, an exclusive experience for the couple, with a private spa and romantic dinners".
What they will have to adapt to, both the clients and themselves, Alberto points out, is a few small changes, such as the two shifts that there will be in the dining room and that will be strict. For this reason and also in anticipation of what may happen with the activities they offer and that depend on third parties (such as dinners at Arzak and other high-level restaurants in San Sebastian), Arantza Hotela is finishing developing a gastronomic experience in the old txabolas in which the hunters used to take refuge.
On the other hand, it's been a long time since the restaurant menu is digital, so the customer can choose what he wants to eat from his mobile device and if he advances the necessary information, there is no need to go through reception to check in or check out.
Retuerta Abbey Le Domaine
RETUERTA ABBEY
“Our clients have always sought exclusivity and now they also seek security. For this reason, since the beginning of the pandemic, our obsession has been to create procedures that guarantee our employees and our guests peace of mind. The environment helps a lot, it is a privilege to have a monastery from the SXII with more than 8,000 m2 for only 30 rooms, surrounded by 700 hectares of vineyards next to the Duero River and with several outdoor restaurant options. And all this less than two hours from Madrid in your own vehicle. It is** Enrique Valero, General Manager of Abadía Retuerta,** who advances in first person for Condé Nast Traveler the challenges facing his hotel, considered one of the standards of luxury wine tourism worldwide.
As for concrete measures, committed to reinforcing the safety of employees with antibody detection test before the reincorporation of the workforce, temperature taking when entering your workplace, hydro-alcoholic gel in common areas, restriction of the maximum number of people per kitchen and use of masks and gloves during service.
For guests, they guarantee their safety with the disinfection of the entire building with ozone, temperature taking, insurance with ambulance coverage if necessary, heliport in case of emergency transfer, Total disinfection of rooms after each use, digital check-in/check-out, pack with mask, hydrogel and gloves per guest/day, elimination of non-recyclable or single-use information items in rooms, hydrogel dispensers in areas common, redesign of common spaces to guarantee maximum capacity, several outdoor restaurant options or in large spaces where the new social distancing measures are exceeded, breakfast and dinner outdoors in spring and summer and outdoor swimming pool available when the authorities allow it.