Q: What are Prestige employees doing to protect their/my safety while at work?
A: Based on the recommendations by Public Health Officials, it is the expectation that our staff all comply with the following instructions:
To help ensure employee and guest safety, Prestige Hotels & Resorts has developed a COVID-19 Operational Protocols manual. This document identifies areas of risk to exposure and outlines controls to minimize risk to employees. Before returning to work or starting a task, all employees are required to be trained on these procedures and understand all policies outlined in that document.
Q: What additional steps is Prestige taking to ensure everyone’s health and safety?
A: In addition to the Public Health recommendations mentioned above, the Prestige COVID-19 Operational Procedures includes a number of safety protocols to ensure staff and guest safety. Some of these additional considerations include:
Q: How do I maintain social distancing throughout the hotel and when I need to get into an elevator?
A: Floor markers are in place, signage is placed throughout the hotel, and a guest zone has been created at the front desk to ensure social distancing. Employees and guests are being instructed that they must ride the elevator alone. If a guest is already in the elevator, please wait for the next elevator.
Q: Will my guestroom be entered and/or cleaned while I’m in the room?
A: While stay service has been eliminated, should you require service or assistance, when a guest is present, employees have been instructed not to enter the room. Guestrooms must be empty for 3 hours before employee entry is permitted. Protocols are in place to ensure safety should a guest require more urgent assistance with an issue in their guest room.
Q: If an employee is not feeling well prior to a shift, are they permitted to come to work?
A: During this pandemic, it is crucial that employees who think they may be sick stay home to ensure that they do not infect other staff or guests at work.
If an employee has a sore throat, a fever, are sneezing, or are coughing, they’ve been told to stay home.
Q: I just came home from travelling internationally. Can I stay at a Prestige hotel?
A: If you have arrived anywhere from outside of Canada you are required to self-isolate and monitor symptoms for 14 days after arrival in Canada. If you need to stay in a hotel guestroom during your isolation period, please disclose this to the hotel manager prior to arriving so they can ensure the proper protocols have been set in place, and you are aware of our expectations during your stay: you’ll be required to stay in your guestroom during the entire 14 days of quarantine and we will not service your room at any time (additional sheets, pillows, and amenities can be provided upon request).
This 14-day self isolation period applies for all Prestige employees who have travelled internationally as well.
Q: I live in the same household as someone with COVID-19 who is self-isolating, or I have been exposed to someone with symptoms or confirmation of COVID-19. Can I stay at a Prestige property?
A: In either of these cases, please stay home and avoid travel. If you require hotel accommodation in order to self-isolate, the expectations outlined above will apply.
Employees who are in this situation have been instructed to stay home and not come into work.
Q: What do I do if I become sick during my stay?
A. If you begin to feel ill during your stay at our hotel, please call our front desk immediately to notify us of your symptoms – do not come to the front desk or wander throughout the hotel. You must immediately self-isolate in your guestroom and contact the Health Unit at 811 for further instructions. We will do everything we can to provide you with assistance and help you sort through this difficult time.
Q: What if I decide to cancel my stay prior to arriving or during my stay?
A. We appreciate that you’ve chosen to stay with us at this time. However, if your travel plans fluctuate and you decide to alter the length of your reservation, you have our commitment that we’ll be completely flexible with our cancellation terms. All reservations – including those booked as non-refundable - through June 30, 2020 can be cancelled without penalty up to 24 hours in advance of arrival (or at any point during your current stay).
Q: Are you using any other sanitization techniques at the hotels that I should be aware of?
A. Yes, we have purchased ozone generators for each of our Prestige properties. Ozone generators deodorize, disinfect, kill, and remove dangerous airborne particles in indoor environments. Guestrooms are treated during the cleaning process to enhance the level of disinfection for both the safety of our guests and employees. We are also incorporating electrostatic disinfectant applications to address common areas and larger spaces.
Thank you for your cooperation and understanding. Please let us know if you have any more questions.
Staff and Management.