COVID-19 Guest FAQ

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 the presence of guests and when unable to maintain social distance with colleagues.
  • Keep a social distance of 6 feet 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 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:

  • 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.
  • Limiting daily housekeeping service with the re-introduction of our Go Green program.
  • 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 must take place at the designated area in the lobby.
  • Our pool, hot tub, and fitness centre are operating under new guidelines, limiting maximum occupancy, requiring sign-in and increased sanitization.
  • Our restaurant partners that have re-opened 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: Prestige Hotels & Resorts is kindly requesting that guests wear a mask in public areas of the hotel. Namely in the common areas where the likelihood of encountering numerous guests or staff is high. Areas such as the lobby, guest corridors and foyers. While we strongly recommend the wearing of masks, BC has not mandated this requirement, as such, should you choose not to wear a mask we would request that you are very diligent in maintaining social distance. Areas such as our meeting spaces, pools and gyms have limited capacities and allow for social distancing at all times during their use.

 

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.

While the order indicates up to a maximum of 5 visitors, 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: While stay service has been once again been permitted by the BC Government, 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 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 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. 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 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.