Prestige Hotels and Resorts Public Statement

Dear valued Prestige Hotels and Resorts guest:

During these uncertain times, and with concerns regarding travel top of mind for us all, I want to take the opportunity to address any questions you may have about your planned visit to a Prestige property in British Columbia.

COVID-19 has undoubtedly been the worst predicament our industry has ever faced, and we are deeply aware of the impact it’s having on our valued clients, guests, and employees. Please know that our hearts are with you and your loved ones during these extremely stressful times.

We want to continue to serve as a home-away-from-home, and be a pillar of strength in our communities. That means continuing to take proactive steps to ensure the health and safety of everyone.

If you have questions about what we're doing or what impact it will have on your as our guest, please click here for a list of Guest Frequently Asked Questions. If you have questions about how to safely host a meeting or event with Prestige, click here.

Our independent restaurant and spa operators are also all working to withstand the impact of COVID-19. Please be sure to ask our staff for details regarding hours of operation. Together we are all working to provide our guests with a comfortable and safe experience.

Additionally, we'd encourage you to watch this fun video created by YouTube personality Downie Live after a recent stay with us in Radium. He shares video and first-hand experiences of our COVID protocols and it will give you a good sense of what staying with us will look like this year. Watch it here

What we’re doing:

Please be assured that we take the health and safety of our guests and employees extremely seriously. As we navigate operating our hotels during the COVID-19 pandemic, we continue to monitor the credible sources of information for our industry, including WorkSafeBC, BC Government & Health Authority and the Hotel Association of Canada and BC.

A few of the procedures we’ve implemented are:

Increased cleaning schedules including ongoing sanitization of hands and hard surfaces after contact with each guest.
High-touch areas are being disinfected continuously throughout the day.
Our staff will wear masks in the presence of guests.
We ask that guests wear masks in the common areas of the hotel.
We are requesting that guests pay with credit or debit in lieu of cash whenever possible.
All fitness rooms and pool areas are being operated with reduced capacity, sign-in requirements, and increased sanitization. Hours may be limited.
Our restaurants and cafes are following the required protocols for dine-in and offer take-out. Hours of operation may be limited on certain days. Dine-in reservations are recommended.

In regards to social distancing, we are taking every step possible to limit interactions between staff and guests, including:

Guests will be required to maintain a distance of 2 meters (6.5 feet) from the front desk.
Protective screens have been installed at the front desk.
Check-in procedures have been altered to allow minimal contact and the area and its various equipment will be sanitized after every guest interaction.
To avoid contact with our employees, guests will be asked to leave their room should housekeeping service be required.
It is recommended that guests ride the elevator alone, or only with their family members.
Guests are asked to respect the maximum capacity limits established in each area of the hotel.

Additional measures that will be taken include, but are not limited to, the following:

Housekeeping services during your stay have been reinstated, however, we encourage you to take advantage of our Go Green program to limit the exposure for you and our staff.
To ensure guests’ safety, a member of our front desk staff will call each occupied guestroom daily to check on their wellbeing if housekeeping service has been declined.
We ask that guests clear the surfaces in their rooms prior to their stay service so that our staff doesn't touch or move personal belongings.
Registered guests are welcome to have occasional visitors to their room; however, we will require that all visitors register at the front desk for contact tracing and that the maximum occupancy of the guest room is adhered to as per the BC Public Health Order of July 27, 2020.

For our guests needing to cancel or postpone their travel plans, Prestige is committed to being completely flexible with our cancellation terms. All reservations made prior to June 30, 2020 can be canceled without penalty up to 24 hours in advance of arrival, otherwise the hotel's standard cancellation policy applies. This includes any guestrooms booked with non-refundable or non-cancellable rates (made prior to June 30), and for all booking channels. If you booked direct, please reach out to the hotel to alter your travel plans. For reservations made through a third-party website, please reach out to them directly.

For our valued Rewards Members, please note that you are not at risk of losing your points if your travel plans are suspended beyond the points’ expiration date. Regardless of your travel plans with us, you may continue to redeem your earned points for gift cards or free night stays at any time on our website.

Following the words of our founder, Josef Huber Sr., we strive to “Work hard and treat others with kindness.” It is our hope that by working diligently to combat the spread of COVID-19 and being sensitive to our guests’ changing travel needs, we will continue to earn your trust as a family-owned company that truly cares.

Thank you for your ongoing support and loyalty.

Sincerely,

Terry Schneider, President