A HOTEL STAY WITH GUARANTEES

We want to see you back soon. That’s why we have created the Stay Safe with Meliá programme to guarantee the highest standards of health and safety during your stay in our hotel. A new experience for the “new normal”, but with the same friendly service and dedication as always from our staff.

Some of the following services have been adapted to current regulations and protocols and may be operational in this hotel.

A SAFER HOTEL

Thanks to the valuable advice of hygiene specialists, our company has created the Stay Safe with Meliá operations guide to ensure the rigorous application of the health and safety recommendations made by the World Health Organization (WHO) and the Ministries of Health & Tourism of the Republic of Cuba.

Measures include intensifying cleaning & disinfection processes, modifying the distribution and use of spaces to guarantee social distancing, and redesigning processes to reduce interaction with customers. These measures may alter the availability of certain services in this hotel and also provide new experiences focused on digital solutions.

Stay Safe With Meliá - Reception Safe

RECEPTION

On arrival at the hotel, you will see some changes to ensure you enjoy a safe and comfortable stay. Normal processes will be available such as check in, check out, general assistance and other information taking into consideration all the health and safety measures.

Services that will no longer be available are:
• Concierge
• Service of loaning, chargers etc
• All Information on paper
• Valet parking service

On arrival at the hotel, you will see some changes to ensure you enjoy a safe and comfortable stay. Normal processes will be available such as check in, check out, general assistance and other information taking into consideration all the health and safety measures.

Services that will no longer be available are:
• Concierge
• Service of loaning, chargers etc
• All Information on paper
• Valet parking service


Stay Safe With Meliá - Rooms Safer

ROOM

Your room will be the safest place. We want to make your room a temple, a space breathing health and peace. A place where the cleaning and disinfection processes will be intensified, a special treatment to the air conditioning systems, sealing some items of daily use to guarantee their sterility and eliminating those elements that are not essential or that do not adapt to our new health standards.

• The daily room cleaning service will be maintained provided the guest is outside the room. If guests do not want their room cleaned, towels will still be changed every day.

Some services will also be modified:
• Laundry service: only available in our hotels located in Havana
• Coffee Service: only available in our Royal Service, The Level and The Reserve areas.
• Turn down Service

Not available:
• All the food and beverage items in the room: kettles, coffee makers, cups etc. Except in Royal Service, The Level y The Reserve services.
• Decorative objects and textiles: cushions, room rugs, bedding, bedspreads, scarves, etc.
• VIP Amenities / Slippers Service (on request)
• Bathrobes (on request)

Superior Rooms and Suites that form part of The Level, Royal Service and The Reserve will continue to be available and will offer these services with some adaptations:
• The breakfast in the private lounge will be served à la carte. A full breakfast can be taken in the main hotel dining room.
• Permanent drinks station in the private Lounge served by staff.
• Aperitif service in the private lounge at specific times and with individual portions or table service
• Complimentary welcome drinks and shared items (such as books or board games) will not be available.

Your room will be the safest place. We want to make your room a temple, a space breathing health and peace. A place where the cleaning and disinfection processes will be intensified, a special treatment to the air conditioning systems, sealing some items of daily use to guarantee their sterility and eliminating those elements that are not essential or that do not adapt to our new health standards.

• The daily room cleaning service will be maintained provided the guest is outside the room. If guests do not want their room cleaned, towels will still be changed every day.

Some services will also be modified:
• Laundry service: only available in our hotels located in Havana
• Coffee Service: only available in our Royal Service, The Level and The Reserve areas.
• Turn down Service

Not available:
• All the food and beverage items in the room: kettles, coffee makers, cups etc. Except in Royal Service, The Level y The Reserve services.
• Decorative objects and textiles: cushions, room rugs, bedding, bedspreads, scarves, etc.
• VIP Amenities / Slippers Service (on request)
• Bathrobes (on request)

Superior Rooms and Suites that form part of The Level, Royal Service and The Reserve will continue to be available and will offer these services with some adaptations:
• The breakfast in the private lounge will be served à la carte. A full breakfast can be taken in the main hotel dining room.
• Permanent drinks station in the private Lounge served by staff.
• Aperitif service in the private lounge at specific times and with individual portions or table service
• Complimentary welcome drinks and shared items (such as books or board games) will not be available.


Stay Safe With Meliá - Restaurants and bars in safe and hygienic environments

RESTAURANTS AND BARS

Enjoy the pleasure once again of sharing a table with your loved ones. Try the delicious and varied dining options including new concepts, but with the same quality as always.

All Food and Beverage service areas will always respect capacity restrictions and social distancing.
• The buffet breakfast will be adapted to a Market-style, a wide range of cold dishes and products in individual portions and a choice of hot dishes made to order or à la carte.
• A la carte breakfast in premium hotels, possibly accompanied by some pre-prepared cold dishes.
• During lunch and dinner buffets, we will keep a market-style. Service will also be adapted to offer a self-service choice of cold dishes and products in individual portions and hot dishes made to order or à la carte.
• À la carte and speciality restaurants will always require a prior reservation.
• A takeaway service is also available.
• Live cooking stations and corners will be created in resorts with service by staff in open-air areas.
• Room service will be prepared with the greatest care and delivered to the hallway outside the room.

To minimise risks, the dining area services that will be modified or will no longer be offered are:
• Transformation of the classic self-service buffet into a market-style service concept.
• Menus in rooms, restaurants and bars (they will be available through digital signs or blackboards)
• Complimentary beverage stations,
• Ending dish preparation at the table.

Enjoy the pleasure once again of sharing a table with your loved ones. Try the delicious and varied dining options including new concepts, but with the same quality as always.

All Food and Beverage service areas will always respect capacity restrictions and social distancing.
• The buffet breakfast will be adapted to a Market-style, a wide range of cold dishes and products in individual portions and a choice of hot dishes made to order or à la carte.
• A la carte breakfast in premium hotels, possibly accompanied by some pre-prepared cold dishes.
• During lunch and dinner buffets, we will keep a market-style. Service will also be adapted to offer a self-service choice of cold dishes and products in individual portions and hot dishes made to order or à la carte.
• À la carte and speciality restaurants will always require a prior reservation.
• A takeaway service is also available.
• Live cooking stations and corners will be created in resorts with service by staff in open-air areas.
• Room service will be prepared with the greatest care and delivered to the hallway outside the room.

To minimise risks, the dining area services that will be modified or will no longer be offered are:
• Transformation of the classic self-service buffet into a market-style service concept.
• Menus in rooms, restaurants and bars (they will be available through digital signs or blackboards)
• Complimentary beverage stations,
• Ending dish preparation at the table.


Stay Safe With Meliá - Swimming pools in safe and controlled environments

SWIMMING POOLS

Continue enjoying a refreshing dip in our pools. To make this possible, we have adapted the layouts to ensure social distancing between different groups of people at all times.
All the appropriate pool management and maintenance processes will be applied, as well as specific cleaning and disinfecting measures both around the pool and in the immediate surroundings, the showers and pool steps.

Continue enjoying a refreshing dip in our pools. To make this possible, we have adapted the layouts to ensure social distancing between different groups of people at all times.
All the appropriate pool management and maintenance processes will be applied, as well as specific cleaning and disinfecting measures both around the pool and in the immediate surroundings, the showers and pool steps.


Stay Safe With Meliá - Activities and entertainment enjoying with maximum security

ACTIVITIES AND ENTERTAINMENT

It's time for fun. We have planned a varied programme adapted to social distancing requirements, so you can continue enjoying activities with maximum safety for children and adults.

• The children's entertainment programme is designed to guarantee social distancing, always outdoors, and avoiding contact games or any need to share things.
• Our entertainment team will require everyone to wash and disinfect their hands at the beginning and end of all activities.
• Workshops and classes: Outdoor activities will be prioritised and set up to ensure social distancing.
• Performances: They will be done outdoors, whenever possible, or in indoor areas with reduced capacity and set-ups which ensure social distancing.

It's time for fun. We have planned a varied programme adapted to social distancing requirements, so you can continue enjoying activities with maximum safety for children and adults.

• The children's entertainment programme is designed to guarantee social distancing, always outdoors, and avoiding contact games or any need to share things.
• Our entertainment team will require everyone to wash and disinfect their hands at the beginning and end of all activities.
• Workshops and classes: Outdoor activities will be prioritised and set up to ensure social distancing.
• Performances: They will be done outdoors, whenever possible, or in indoor areas with reduced capacity and set-ups which ensure social distancing.


Stay Safe With Meliá - Gym and spa safer facilities

GYM AND SPA

Enjoy our facilities, work out in the gym or relax in our spa. Provided we can guarantee the safety of the facilities, we will continue to offer services such as heated pools, gym, water circuit, showers in the pool area, sunbeds, changing rooms, showers and toilets. To control capacity in the gym, entrance will be by appointment or based on assigned periods.

Spas will offer a reduced list of treatments adapted to this new situation and available on appointment.

Enjoy our facilities, work out in the gym or relax in our spa. Provided we can guarantee the safety of the facilities, we will continue to offer services such as heated pools, gym, water circuit, showers in the pool area, sunbeds, changing rooms, showers and toilets. To control capacity in the gym, entrance will be by appointment or based on assigned periods.

Spas will offer a reduced list of treatments adapted to this new situation and available on appointment.


Stay Safe With Meliá - Meetings and events in safe and controlled environments

MEETINGS AND EVENTS

Celebrate your event in our hotel, with new layouts to respect social distancing and official regulations at all times.

• Flexibility and new set-ups.
• Signage systems that guarantee appropriate transit for groups and separation between them and other customers: digital screens, signs on the floor, stanchions and ropes.
• Hospitality Desk with protective screens, hydro alcoholic gels and basic health information.
• New maximum capacities and redistribution of furniture in public areas (waiting rooms and foyer).
• Viricidal protocols and products for cleaning and air conditioning: Use of disinfectant mats at the entrance and rooms sealed after disinfection.
• New set-ups: glass bottle of water per person, sealed frequently used items, stationery on request and sealed whenever possible using sustainable materials.
• Gel dispensers at the entrance to the rooms, public areas and toilets.
• Guarantee of catering services in a private dining room or reserved part of the restaurant for each group.
• Possibility of collecting food from both group menus and à la carte restaurants.
• Self-service minimised (single-use alternatives, covered pre-served individual dishes), eliminating food being handled by customers.
• Coffee breaks and buffets always served by staff.
• Live cooking stations and corners with service by staff, encouraging outdoor locations.

Celebrate your event in our hotel, with new layouts to respect social distancing and official regulations at all times.

• Flexibility and new set-ups.
• Signage systems that guarantee appropriate transit for groups and separation between them and other customers: digital screens, signs on the floor, stanchions and ropes.
• Hospitality Desk with protective screens, hydro alcoholic gels and basic health information.
• New maximum capacities and redistribution of furniture in public areas (waiting rooms and foyer).
• Viricidal protocols and products for cleaning and air conditioning: Use of disinfectant mats at the entrance and rooms sealed after disinfection.
• New set-ups: glass bottle of water per person, sealed frequently used items, stationery on request and sealed whenever possible using sustainable materials.
• Gel dispensers at the entrance to the rooms, public areas and toilets.
• Guarantee of catering services in a private dining room or reserved part of the restaurant for each group.
• Possibility of collecting food from both group menus and à la carte restaurants.
• Self-service minimised (single-use alternatives, covered pre-served individual dishes), eliminating food being handled by customers.
• Coffee breaks and buffets always served by staff.
• Live cooking stations and corners with service by staff, encouraging outdoor locations.