HEALTH AND CLEANING PROTOCOLS

We will never admit more than 70% of the hotel’s capacity. However, we will always take into consideration the prevailing regulations regarding the permitted capacity in hotels, restaurants and pool areas.

Our facilities will never reach 100% of their capacity. However, we might have to set several consecutive time slots for breakfast, lunch and dinner in order to guarantee the safety distance between guests. But we will always take into consideration the prevailing regulations.

Pool area capacity will conform with authorities’ guidelines at all times. The capacity will depend on each hotel, although we will always ensure that the hotel never exceeds 70% of its capacity. The Guest Service in charge of hammocks disinfection will also take care of avoiding the hammock “booking” and will be responsible for controlling the distance between guests.

Every morning, before opening, the floor staff is responsible for thorough cleaning and disinfection of floors, showers, handrails, hammocks, and other elements. During the day, Guest Service staff carries out cleaning and disinfection in the area.

The hammocks are arranged in groups, separated from each other by a safety distance of 1.5 meters. However, they can be moved and grouped by family groups, always under the supervision of Guest Service staff.

No. Neither the services of the All-Inclusive plan nor of any other plans or board types will be reduced as a result of the new protocols. We will simply change the way the services are provided.

Depending on the features of each hotel, the buffets will be:

– Buffet assisted by the kitchen staff (show cooking).

– In all cases, the strictest hygiene measures will always be applied.

The activities will be for smaller groups sorted by age groups and will mostly consist in outdoor activities that won’t involve contact between the participants, but always adhering to our motto: “With entertainment always in your heart.” Our staff will disinfect the materials every time they are used.

For the little ones we have programmed many outdoor activities as well as activities to raise awareness about the safety measures that we must comply with, but always from a playful approach. In outdoor activities, children are not required to wear a mask.

We will have visits from our pets Delfi and Diver, who will accompany us at certain times and come to greet us (keeping their distance, of course).

Wearing a mask is not necessary when among people of the same family group or when safety distance can be maintained, but this recommendation is subject to the prevailing regulations. Wearing masks is required in the buffet throughout the pre-established circuit.

Yes, the water parks and slides are open. The areas that aren’t in direct contact with water, such as handrails or showers, will be disinfected more regularly, whereas the water slides will always be disinfected thanks to the constant flow of chlorinated water. No special footwear is required to access the slide area.

Access will be limited based on the prevailing regulations applicable to this type of facilities. We will also make sure social distancing is maintained with the help of our lifeguards, who will still be present at the water slides.

The city halls of the different municipalities are the ones in charge of making sure their beaches remain clean and hygienic, and of making sure the rulings and instructions issued by the State at any given time are adhered to.

We accept all payment methods known to our guests, but for safety reasons we recommend you pay with credit card or add payments to your room charges to avoid handling cash insofar as possible.

Yes, the cleaning and disinfection procedures in the apartments and the hotels are the same.

Furthermore, the apartments will contain cleaning products and utensils for guests to use at any time during their stay.

We use world-renowned certified products such as Diversey and Ecolab. More specifically, we use products by these brands that are effective against a wide range of pathogens such as bacteria, viruses, fungi and yeasts. They are not harmful to health, surfaces or the environment.

The online check-in is not compulsory, but it is highly recommended to avoid surprises at reception, reduce paperwork and speed up your entry. You can check in to all hotels from any computer or mobile device.

You can check in online as soon as you receive your tracking number. In the case of the Roulettes, you can check in once you know the name of the assigned hotel.

Once you arrive at the hotel, please go to the reception desk. If you checked in online, you will have priority access and will only need to hand in your documents to receive your room key. Otherwise, the key delivery procedure will be as usual.

We have removed many non-essential textile elements from our rooms, such as bathrobes. If during your stay you wish to order any of these textile elements, we will bring them up to the room in a hermetically sealed bag.In the case of swimming pool towels, you can request them as always at reception and they will be delivered to you with the relevant safety measures.

Our buffets will be as you know them, but to guarantee your safety we implemented a series of measures: there will be an access control to limit capacity, and you will be required to use hydroalcoholic gel at the entrance and to wear a mask during the whole tour, also in the live kitchen.

Yes, the hotel spa centres are open and operating with all necessary hygiene, safety and distancing measures in place.