It’s a New Stay

ARRIVAL 

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What services do you intend to have for guests bringing their vehicles?

• Onsite self-parking

Will your hotel have bell staff?

• No

How will the property facilitate the ability to provide tips at guests’ discretion?

• Cash

FRONT DESK

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How will the front desk be set up compared to normal operating procedures?

• Hand sanitizer for desk agents
• Hand sanitizer for guests
• Desk agents wearing masks or other PPE
• Protective barrier/sneeze shield installed at the front desk
• Social distancing markers at check-in lines
• Social distancing markers throughout the lobby
• Temperature check for staff

HOUSEKEEPING

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What will be the new housekeeping protocols?

• Cleaning, disinfecting, and Sanitizing of rooms after each checkout and once every seven days for long term guest stays. Housekeeping cannot enter room if guest is in room. Light Touch daily service has been suspended. Guests can leave garbage outside of door for removal, additional linens and amenities available at front desk upon request.

How frequently will housekeeping be cleaning public areas of the hotel?

• Public areas are cleaned repetitively throughout the day and evening

How often will lobby and other common space furniture be cleaned? (e.g. chairs, end tables, couches, etc.)

• Areas are cleaned repetitively throughout the day and after guest usage

How frequently will towels and bed linens be changed?

• Once every 7 days for long term stay. Linens can be exchanged at the Front Desk at any time

What is the property’s plan for cleaning other necessary items in rooms, such as remote controls or telephones?

• All surfaces are cleaned, disinfected and sanitized after guest checkout. A full clean of long term stay rooms is scheduled once every seven days and all surfaces are cleaned, disinfected and sanitized. Room Attendants will not be able to clean room if a guest is in the room and are not allowed to move any guest’s personal items.

Will single-use paper and plastics be used?

• Yes

What, if any, sustainability practices will still be in place?

• Energy Conservation

How will each room be prepared between guests?

• All Rooms are Cleaned, Disinfected, and thoroughly Sanitized between guests.

How long will a room sit empty before being cleaned?

• Hotel’s cleaning process of cleaning, disinfecting, and sanitizing does not require a waiting period after a guest departs.

How long will a room sit empty before checking another guest in?

• Hotel’s cleaning process of cleaning, disinfecting, and sanitizing does not require a waiting period after a guest departs.

FOOD AND BEVERAGE

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Will there be Grab and Go menu options?

• Yes – Breakfast and Social have a limited menu and are served Cafeteria Style and requests that guests return to their room to consume their meal

Will room service be available?

• No

Will your gift or sundries shop be open?

• Yes

Would you consider having masks and gloves available for purchase?

• No

STAFF

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Can you give us an overview of your COVID-19 training program?

• All associates have been trained via IHG Cleaning, Disinfecting, and Sanitizing procedures. Additionally the hotel receives weekly updates on new procedures or requirements to prevent the potential spread of the Covid-19 virus.

What protocols will the property have in place for guests?

• Social distancing

What protocols and policies will the property have in place for staff?

• Contact tracing
• COVID-19 sick-leave requirements
• Frequent handwashing
• Gloves requirements
• Mask requirements
• Other PPE requirements
• Reporting cold- or flu-like symptoms and refraining from work
• Social distancing
• Temperature and/or other well-being checks
• Use of alcohol-based hand sanitizer
• IHG Way of Clean 5S- All Hotel Staff have been trained on the program

Will social distancing procedures be based on federal, state, and/or local mandates?

• Yes

Which staff will be increased in order to maintain new standards?

• Housekeeping
• Front desk
• Guest services (onsite)

What plan does your property have to respond to an individual who will not abide by the safety protocols put in place (e.g. refusal to wear a mask)?

• They will be asked to leave the property immediately

Will staff be trained in de-escalation?

• Yes

Will other methods be used (e.g. onsite security or request for law enforcement in extraordinary situations)?

• Yes

Will your property appoint a single individual to be designated as the primary contact responsible for infection mitigation and implementation of COVID-19 related protocols?

• Yes – Kris Mosier, General Manager

Has your hotel modified its Emergency Action Plan?

• No

Has your egress plan been modified?

• No

Has your hotel modified its Manager On-Duty guidelines?

• No

ADDITIONAL PUBLIC AREAS

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What items will your property have readily available in public spaces?

• Hand sanitizer

How will the hotel monitor the number of people in elevators/waiting to get on elevators?

• Signage

Will the occupancy of elevators be limited to a percentage of normal capacity?

• Yes – Two per trip

How often will public restrooms be cleaned?

• On a rotating schedule with Lobby, Fitness Center, Pool and Whirlpool and Business Center

Will the occupancy of public restrooms be limited to a percentage of normal capacity?

• No – All Public Restrooms are designed for a single occupant

Will staff monitor any queues which develop outside the restrooms to ensure social distancing?

• Yes

Will your hotel’s swimming pool/whirlpool be open?

• Yes – Tables, Chairs, and Handrails will be regularly sanitized. Hand Sanitizer is located in multiple areas

Will your hotel’s gym/workout facility be open?

• Yes – Guests must inform the front desk when they are finished so that a desk agent can re-sanitize the area and equipment.

Will your hotel’s business center be open?

• Yes – Guests must inform the front desk when they are finished so that a desk agent can re-sanitize the area and equipment.

IN-HOUSE MEETINGS/MEETING SPACE

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Will you allow separate meeting/conference registration to be set up in your lobby?

• No – Lobby is not large enough to provide hotel and conference registration locations while maintaining social distancing requirements for guests.

Does your hotel offer full food and beverage service for meetings/conferences?

• No

MISCELLANEOUS

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Will standard items be removed from rooms such as coffee pots, minibar options, iron, glassware, refillable shampoo/body wash?

• No – All in-rooms items are sanitized as part of our regular cleaning process

How will the hotel monitor the number of people in each hotel room?

• At time of check-in all guests in room must be identified

Will the hotel disallow more than single or double occupancy for rooms where the occupants do not already live together?

• Yes

Will the hotel still offer shuttle services?

• No

Will the hotel have any limits on the number of floors or rooms opened at one time?

• All floors open

If your property does learn that a guest has tested positive, presumptive positive, or is exhibiting symptoms of COVID-19, what is the response protocol?

• Contact the Health Department and Aurora Infectious Disease department. Contact DNC to make conference coordinator aware of any concerns regarding a guest with symptoms, presumptive positive or positive

Will symptomatic guests be forced to vacate the property?

• Yes

Will symptomatic guests be isolated/nearby guests relocated?

• Yes

Will warning signage be placed near a room occupied by a symptomatic guest?

• Yes

Will your property contact health officials?

• Yes

Will your property notify the group’s contacts (DNCC) of this incident and who is involved?

• Yes

Will your property conduct contact tracing and notify other impacted guests?

• Yes

Will your property initialize heavy sanitation of all common spaces, entryways, and other public property areas where the symptomatic guests have been?

• Yes