It’s a New Stay

Your safety is our top priority.

The American Hotel Atlanta Downtown


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

  • Valet parking – attendants must wear masks and gloves and disinfect each vehicle prior to entry and exit

Will your hotel have bell staff?

  • No

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

  • Cash


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
  • Guests required to wear masks or other PPE
  • Protective barrier/sneeze shield installed at the front desk
  • Social distancing markers at chick-in lines
  • Social distancing markers throughout the lobby
  • Mobile check-in
  • Mobile room key
  • Temperature check for staff

Will you require guests to wear a mask while on the property?

  • Yes


What will be the new housekeeping protocols?

  • Guest rooms will not be serviced unless requested by the guest to ensure safety of staff and guests.

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

  • Public areas are cleaned constantly, several times a day

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

  • Lobby and other common space furniture is cleaned constantly, several times a day

How frequently will towels and bed linens be changed?

  • Towels and bed linens are not changed during the guest stay unless requested

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

  • We follow the Hilton CleanStay guidelines for disinfecting and sanitizing each guestroom.

Will single-use paper and plastics be used?

  • Yes

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

  • We have a recycling program in place and also a water conservation plan

How will each room be prepared between guests?

  • According to Hilton CleanStay guidelines

How long will a room sit empty before being cleaned?

  • 24 hours

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

  • 24 hours


Will your restaurant(s) be open?

  • The Cloakroom Kitchen and Bar is open for:
    • Breakfast, Thursday-Monday from 7:00am-10:00am
    • Dinner, Tuesday-Saturday from 4pm-9pm.

What new processes will be in place to ensure restaurant spaces are adequately sanitized and disinfected?

  • We abide by the Hilton CleanStay guidelines and disinfect all tables, chairs and other surfaces in the restaurant.

When and how frequently will restaurants be deep cleaned?

  • Restaurant is deep cleaned daily

Do you plan to offer buffet for any meals or snack items?

  • No buffet will be offered. All meals are a la carte.

Will there be Grab and Go menu options?

  • Yes

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?

  • Yes

How will menu items be presented?

  • Online, guest’s mobile device


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

  • Each department has training designed specifically for their area of the hotel

What protocols will the property have in place for guests?

  • Contact tracing
  • Social distancing
  • Mask requirements

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

  • Contact tracing
  • COVID-19 sick-leave requirements
  • Frequent handwashing
  • Mask 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

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

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)?

  • We advise guest of the requirement; however we will not demand that a guest wear the mask and will not require that they leave the property

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

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


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

  • Hand sanitizer

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

  • Signage posted by elevators explaining policies

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

  • One person per elevator or one family per elevator

How often will public restrooms be cleaned?

  • Multiple times daily

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

  • No

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

  • Yes

What will your new cleaning process be for this space?

  • We clean several times a day and have put several machines out of order so that we can provide adequate spacing between machines.

Will your hotel’s business center be open?

  • No


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

  • Yes, hand sanitizing stations will be placed near registration areas


What in-room amenities do you currently provide?

  • Shampoo
  • Conditioner
  • Lotion

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

  • No – housekeeping cleans and sanitizes all in-room amenities

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

  • Guests will be asked the number of people in the room upon check-in

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

  • No

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?

  • Symptomatic guests to leave property
  • Property will contact health officials
  • Property will notify the group’s contacts of incident
  • Property will conduct contact tracing and notify other impacted guests
  • Property will initialize heavy sanitation of all common spaces, entryways, and other public property areas