Frequently Asked Questions (FAQ)

• Are common areas such as the swimming pool, sauna, gyms and bars blocked?

The gym is operating at reduced capacity according to CREF (Regional Physical Education Council) guidelines and with all the materials available for self-service disinfection of surfaces and equipment.

The pool is open, with food and beverage service respecting COVID-19 guidelines and measures, and with tables and chairs respecting social distancing.

The sauna is closed as per state decree.

The bars and restaurants are operating with services in accordance with the guidelines and measures to combat COVID-19 and with tables and chairs respecting social distancing.

• Are there visual aids to alert employees and guests to respect social distancing in common areas?

The accommodation capacity of all environments was reduced in order to respect the distance between people. All areas have signs regarding their capacity, social distance and procedures to be followed, including physical barriers in places such as reception and restaurant.

• Are there visual markers in place to obtain the minimum social distance between one person and another in the area?

Yes. Markers on the reception and restaurant floors indicate the minimum distance of 1.5 m.

• Are seats available in these areas limited (in terms of numbers) or are there barriers in place to help maintain social distance?

Seating available in common areas has been reduced and physical barriers have been installed to help maintain distance between people.

• Is there a cleaning and disinfection cycle program in common areas? Stairways, swimming pool, sauna, gym, bar, etc…

The frequency of cleaning locations with higher flux of people has been intensified. The most touched objects and surfaces are frequently sanitized. There is a daily cleaning plan for the social areas (checklist) to ensure proper supervision and records.

• Does the hotel provide alcohol dispensers for guests and employees to use, and are there signs warning about their use?

70% alcohol gel dispensers were installed in external access areas and in social areas with large circulation of people, such as: lobby, restaurant, leisure areas, restrooms, elevators, event rooms, among others, as well as in the areas of service.

• Does the establishment have a pool maintenance and treatment plan?

Yes, the treatment of the pools and the potability conditions are maintained through the application of on-site chlorine generators, which work by the principle of electrolysis of the brine and Ph control.

• Is there a program for the cleaning and disinfection cycles of the bathrooms? Are they audited?

The cleaning and sanitation of social restrooms was intensified and follow a daily cleaning plan and checklist to ensure proper execution, supervision and auditable records.

• Was the ability to use the elevator limited, respecting social distancing?

Elevator occupancy was limited to 30% of the original occupancy. In addition, a dispenser with 70% alcohol was made available in each piece of equipment.

• Is there identification / visual aids on the outside and inside of the elevator?

There are indicative signs next to the elevator access door with the maximum capacity of people allowed per trip.

• Is there a cleaning and disinfection cycle for the elevators?

The cleaning and sanitation of the elevators has been intensified and follows a daily cleaning plan and checklist to ensure proper execution, supervision, and records. A protection for the elevator button was installed to facilitate cleaning.

• Have alcohol dispensers been installed next to the activation buttons (inside and outside the elevator)?

There are alcohol gel dispensers in the external areas near the elevators and inside, next to the activation buttons.

• Are there specific procedures for the parking service? What precautions were adopted?

We are advising our guests to park their vehicles themselves and, preferably, close to their accommodation. However, if the valet service is requested, the valet will be wearing a mask, goggles, disposable gloves, and there is protection for the vehicle seat when performing the service. The keys are sanitized with isopropyl alcohol when the car is returned.

• Does the hotel have specific floors for suspects or tested with COVID-19?

The hotel has a specific protocol for suspects or tested positive for COVID-19, including specific service routines, movement restrictions, communication with health authorities and an exclusive floor for this public.

• Are there care procedures vis-à-vis the other guests?

Considering that there is a suspicion of COVID-19 of a guest, the guest is informed that the hotel will adopt special procedures for greater safety for him and other guests and employees, as well as: informing that the hotel offers medical advice provided by the company Saúde Residência; his/her stay at the hotel will be restricted to the apartment located on an exclusive floor for this purpose; the fact will be communicated to the local health authority; all services will be provided in the apartment and may be requested through the hotel’s application; apartments are stocked with extra trousseau; hygiene and cleaning materials for use by the guest; the trousseau and laundry will be separated and identified for washing in an exclusive way.

• Is there an emergency protocol if a guest with suspected COVID-19 is identified?

The hotel has a specific protocol for suspects or tested positive for COVID-19, including specific service routines, movement restrictions, communication with health authorities and an exclusive floor for this public.

Considering that there is a suspicion of COVID-19 of a guest, the guest is informed that the hotel will adopt special procedures for greater safety for him and other guests and employees, as well as: informing that the hotel offers medical advice provided by the company Saúde Residência; his/her stay at the hotel will be restricted to the apartment located on an exclusive floor for this purpose; the fact will be communicated to the local health authority; all services will be provided in the apartment and may be requested through the hotel’s application; apartments are stocked with extra trousseau; hygiene and cleaning materials for use by the guest; the trousseau and laundry will be separated and identified for washing in an exclusive way.

• Is there a luggage service at the hotel? What are the security procedures for handling guest luggage?

The hotel encourages guests to carry their own luggage. We have a baggage cleaning station at the entrance of the hotel with a sanitizing product from ECOLAB. When asked for support to carry luggage, the courier uses disposable gloves.

• Does the hotel have any procedure to ask the guest if he had contact with people who had symptoms or were confirmed with COVID-19 in the last 14 days? How often?

During check-in, the guest is consulted about his/her health status and if he/she presents any of the symptoms related to the diagnosis of COVID-19. At this time, he/she receives guidance and signs a term of responsibility in which he/she must inform the hotel about the appearance of any of the symptoms of COVID-19 during his/her stay.

• Does the hotel have available information about the places of care in its cities/municipalities for suspected cases of the disease?

The hotel has information about the places of care referred to cases of COVID-19, and also has a medical service agreement by telephone with the company Saúde Residência.

• Is this information available to the guest upon check-in?

Upon check-in, the guest is informed about the guidelines and measures to prevent and combat COVID-19. At various points in the hotel, preventive measures are indicated with QR code to access more information and, during the stay, the guest can also rely on the 24-hour Hospitality Service to answer questions and obtain guidance.

• Does the hotel ask the guest to inform of emergency contact?

At the time of booking the guest is encouraged to do pre check-in on line and to provide specific data about his/her health, i.e. if he/she fits in the risk group and if he/she has health insurance, travel insurance, and a contact in case of emergency. These data are important not only for statistical purposes of national tourism, but, above all, for the prevention of the establishment in case the guest has any health problem during their stay.

• Are there instruments available to detect the body temperature of employees and guests? How often is it used?

With respect to our customers, the temperature is measured with a digital thermometer at check-in and it is available in the lobby at any time. With respect to our employees and service providers, the temperature is measured with a digital thermometer at the beginning and end of the working day.

• Does the hotel provide PPE’s for employees?

Masks, face shield, gloves and glasses, others (report)

We provide masks, face shield, gloves, glasses, physical barriers, chemical products certified as germicides, alcohol gel, among others, all in accordance with our Environmental Risk Prevention Program (PPRA) designed and guided by the safety engineer.

• Does the hotel require the use of a mask to access its facilities?

The use of a mask is mandatory in all social and service areas of the hotel. This rule applies to guests, employees and service providers.

• And if the guest doesn’t have it, does the hotel provide it?

The hotel offers an option to purchase masks at the Hotel’s shop.

• Have tools been created to regulate the flow of personnel (for example, physical means for plumbing, horizontal signs to respect safety distances, and markers on the ground)?

All areas have signs regarding their capacity and procedures to be followed, including physical barriers in places such as reception and restaurants. Markings were installed on floors and other places in common areas for distance signs and other preventive measures.

• Is there a definition / identification of the flow of people in order to avoid crowding of guests / employees?

The accommodation capacity of all environments was reduced in order to respect the distance between people. All areas have signs regarding their capacity and procedures to be followed.

• Does the hotel provide alcohol dispensers for guests and employees to use, and are there signs warning about their use?

70% alcohol gel dispensers were installed in external access areas and in social areas with large circulation of people, such as lobby, restaurant, leisure areas, restrooms, elevators, event rooms, among others, as well as in the areas of service.

• Is the hotel maintaining natural air circulation? Are all windows kept open in the absence of guests?

All hotel apartments have natural air circulation, sunlight and windows that are kept open during cleaning, storage and when they are vacant. In addition, there is an oxy-sanitization process that is used in the apartments.

• Are there visual aids / guidance on precautions to take with COVID-19?

Information about care in the prevention of COVID-19 is available on posters, on TV circuits, on the hotel’s application and on our website, which can be accessed through the QR Code present in our communications.

• Is there a daily cleaning and disinfection cycle in the rooms? Are they audited?

Apartments are cleaned and sanitized daily. The governance has control of the storage plan, which is compatible with the automated management system for vacant and occupied housing units. In this system we have control of all procedures performed in the apartments. These procedures can be audited.

• Is there a procedure for changing and sanitizing the linen for every change of guests? Including blankets and pillows? Is it possible to audit?

We change the trousseau of the apartments daily. When the guest vacates their room, 100% of the trousseau is changed and a complete cleaning of the facilities and objects is carried out.

• Is there a procedure for changing and cleaning the blankets and pillows? Is it possible to audit?

All bed linen, including pillow and mattress covers, are removed for washing at each check-out. The apartment is open for ventilation and complete cleaning.

• Are there procedures for cleaning the utensils available in the rooms, such as, for example: tables, irons, remote controls, hangers, amenities? Is it possible to audit?

The apartment has a strict hygiene protocol including the packaging of objects such as remote controls and cups, as well as the correct handling of the trousseau. Sanitization of all surfaces and contact locations is carried out with quaternary ammonia-based products.

• Are payment methods sanitized or do they use a contactless card?

All objects handled at reception by guests, such as: pens, card machine, key card, etc., are sanitized with suitable products based on quaternary ammonia or 70% alcohol, before and after each use.

• Are there physical barriers in attendance so as to ensure social distancing?

All areas have signs regarding their capacity and preventive measures to be followed, including physical barriers in places such as reception and restaurants.

• Does the guest have to handle any common object when checking in or out? Entrance chips, pens, card machines? Others (detail)

All objects handled at the reception by the guest, such as pens, card machine, key card, etc., are sanitized with appropriate products based on quaternary ammonia or 70% alcohol, before and after each use.

• Is there a cleaning and disinfection cycle for reception areas? Are they audited?

Cleaning and sanitation of the reception areas were intensified and follow a daily cleaning plan and checklist to ensure proper execution, supervision, and auditable records.

• Are there alcohol dispensers for guests to use during check-in/check-out?

There are 70% alcohol gel dispensers in several common areas, including reception and elevators.

• Are disposable gloves provided for guests to use?

In food and beverage services, the guest does not handle shared utensils. Our buffets are protected by glass and completely suitable for self-service where access to the buffet is only allowed with the use of gloves and mask. Disposable gloves are available to the customer, if he/she wishes.

• Is the cutlery individually wrapped?

Cutlery and utensils used in restaurants and bars are machine washed with water at a temperature of 80ºC and sterilized with 70% alcohol. Cutlery is individually packaged.

• Is there a control to avoid overcrowding during meals?

The capacity of our restaurants has been reduced to allow for correct social distancing. Access to the restaurant is controlled to maintain distancing.

• Are there visual identifications to ensure the social distance of guests at the buffet?

All areas have signs regarding their capacity and procedures to be followed, including physical barriers in places such as buffets. Markings were installed on the floor to signal distancing.

• Has the restaurant’s seating capacity been reduced, ensuring social distance between guests?

All restaurants and bars had their capacity reduced, given the distance of 1.5m between people.

• Is there a cleaning and disinfection cycle for reception areas?

In bars and restaurants, tables and chairs are sanitized after each use. Tables awaiting cleaning are signaled so that they are not used before proper cleaning.

• Are hand alcohol dispensers available at the restaurant entrance?

We provide dispensers with 70% alcohol gel at the access of each bar and restaurant.

• Does the establishment have an updated Operation and Control Maintenance Plan (PMOC), with the respective responsible technician, as well as keep available the record of the execution of the procedures established in the plan?

Yes, the Operation and Control Maintenance Plan (PMOC) is up to date and has a responsible technician, as well as the records of the execution of the procedures being available for verification.