COVID-19 Guest FAQ

PLEASE NOTE:  BC’s Public Health Order now requires masks to be worn in all indoor public spaces by everyone aged 5 and older.

In addition, effective September 13, proof of at least one dose of the COVID-19 vaccination will be required. By October 24, proof of being fully vaccinated will be required to gain access to many public events, services, and businesses. This will be in effect for BC residents and anyone visiting from outside the province over the age of 12, and no exceptions are allowed for any reason.

As of Sep. 13, proof of vaccination is required to access many businesses in BC. As hotels are an essential service, vaccines are not required. However, they are required in our restaurant, for some meetings depending on the region, and in the fitness centres located at the Prestige Oceanfront Resort Sooke, Prestige Harbourfront Resort Salmon Arm, Prestige Radium Hot Springs Resort, and the Prestige Rocky Mountain Resort Cranbrook (as those locations welcome local/public memberships).

Please note that the hospitality industry is experiencing many staffing challenges as a result of COVID-19, and therefore several of our food and beverage operators may be reducing their hours of operation and/or closing on select days of the week to ensure their hard-working staff get a much-needed day off. We regret any disappointment this may cause, and we appreciate your understanding as we do our very best to balance guests' needs with the staffing struggles taking place in our industry. Please consult your preferred property when you check-in to receive the most up-to-date information on operational hours in our restaurants. 

If you're wanting to host a meeting, special event, or wedding with Prestige and have questions about what is permitted, please see this FAQ document we have prepared. Please reach out directly to your preferred Prestige location for further inquiries as restrictions may vary across the province. 

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:

  • Keep their workplace clean and hygienic (i.e., washing their workstation/cart and equipment used during a shift).
  • Increase procedures to ensure common areas throughout the hotel are frequently cleaned, and that high-touch areas are disinfected continuously throughout the day.
  • Regularly and thoroughly wash their hands; use hand sanitizer as an alternative.
  • Avoid touching their face.
  • Wear gloves during all cleaning or laundry duties, and replace with a fresh set for each guestroom or between tasks.
  • Wear face masks in all areas of the hotel and when in the presence of guests and colleagues.
  • Keep a physical distance at all times. This includes with colleagues in the back office, in the laundry room, or while housekeeping guestrooms.
  • 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 are 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:

  • Ensuring personal protective equipment (PPE) is available for staff as needed.
  • Staggering shift times to eliminate groups of employees congregating.
  • Updating the Sick Leave Policy to ask workers who are potentially infected to stay home.
  • Creating social distancing protocols.
  • Installing Plexiglas shields and creating social distancing parameters and signage for guests and contractors.
  • Closing common area washrooms from public use.
  • Encouraging guests not to use cash, but having protocols in place for dealing with cash when unavoidable.
  • Asking employees to change into clean uniforms at work and to not wear uniforms outside of the workplace to minimize contamination.
  • Removing some of our ‘extra’ décor touches (decorative pillows as an example) from guestrooms and common areas in an effort to reduce the risk of contamination.
  • Our visitor policy has been amended so that all visitors should be limited to essential, and those who must come into the hotel are required to register at the front desk.
  • Food delivery may take place in a designated area in the lobby.
  • Our restaurant partners are required to follow Provincial guidelines for capacity, social distancing and sanitization at all times.


Q: Do I have to wear a face mask at the hotel?

A: BC’s Public Health Order now requires masks to be worn in all indoor public spaces by everyone aged 5 and older.


Q: Can I have visitors to my hotel room?

A: Prestige Hotels & Resorts is following the BC Health Order that require us to limit the number of visitors that may be in a guestroom as well as register any visitors for contact tracing.

Erring on the side of caution, Prestige is restricting the number of guests and/or visitors in any guestroom to the maximum occupancy of the guest room.

  • If a room has one bed, a total of 2 guests and/or visitors is allowed.
  • If a room has two beds, a total of 4 guests and/or visitors is allowed.
  • If a room has two beds and sofa bed, a total of 6 guests and/or visitors is allowed.

Prestige Hotels & Resorts is not permitting additional visitors beyond the maximum capacity of the guest room.

Visitors must register at the front desk using the Visitor Log for contract tracing.

Visitors must leave the hotel by 11:00pm.


Q: Will my guestroom be entered and/or cleaned while I’m in the room?

A: Should you require service or assistance, when a guest is present employees have been instructed not to enter the room.

You will be asked to leave your room during housekeeping service in addition to clearing your personal belongings from surfaces such as your bathroom vanity, desks, tables, etc. Staff have been instructed not to touch or move guest belongings during the Covid pandemic.


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. Employees must answer a wellness check at sign-in.


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 according to Canada's rules at the time. 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 quarantine period and we will not service your room at any time (additional sheets, pillows, and amenities can be provided upon request).

This self-isolation period applies for all Prestige employees who have traveled 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 to 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. 


Q: Are you using any other sanitization techniques 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.