Covid-19
Health and Safety Measures
Covid-19 Clause for Booking Conditions
Covid-19: Limitation of liability
We both acknowledge the ongoing COVID-19 global crisis and accept our obligations to comply with any official guidance from governments or local authorities, both in the UK and whilst on holiday.
Please note that we will have no liability for any refunds, compensation, costs, expenses or other losses of any kind incurred by you (including, where applicable, the cost of medical treatment), in the following circumstances:
- If you, or anyone in your booking party, test positive for Covid-19 and have to quarantine for a period of time, or are notified or otherwise become aware that you have, or suspect you may have, come into close contact with someone who has tested positive for Covid-19 (or where they otherwise suspect they may have Covid-19) and have to self-isolate for a period of time. If this happens within 14 days of your departure date, you must contact us as you may no longer be able to travel. We will offer you the following options where possible and subject to availability:
- Postponing your hotel stay to a later date. We will notify you of any impact on the price the postponement may have (please note that you may have to pay full cancellation charges on some elements of your holiday, such as the flight, as well any increase in cost imposed by other suppliers);
- Offer you a voucher equivalent to the total amount of your deposit to be used on future bookings at any Louis Hotel on louishotels.com, valid for 1 year from the day of your current booking.
- Cancelling your hotel stay, in which case we will impose our standard cancellation charges as at the date of cancellation by you in accordance with our Cancellation and Changes policy. You may be able to claim these costs back from your travel insurance.
- If you fail any tests, checks or other measures imposed by an airline, port or airport, border control authority or other government body or local authority or fail to submit for testing or assessment when requested to do so, and as such you are denied entry to board the flight, entry to the destination, access to the services or you are otherwise unable to proceed with the hotel stay, or that portion of the holiday.
- If this happens whilst you are on your holiday, please notify us without delay and we will provide such reasonable assistance as we can in the circumstances. However, we will not be responsible for covering the cost of any curtailment of your hotel stay, missed transport arrangements, additional accommodation required, or other associated costs incurred by you. You must ensure you have travel insurance which covers these costs for you and in the event of cancellation our Cancellation and Changes policy will apply.
You also acknowledge that the suppliers providing your holiday, including airlines, hotels and excursion providers, will need to comply with national and/or local guidance and requirements relating to Covid-19, and have implemented certain measures as a result. This will likely include specific requirements regarding personal protective equipment, such as use of face-masks by staff (and you may be required to wear a face-mask as well), social distancing, maximum number restrictions on the use of certain facilities, designated alternative entrance and exit routes, mandatory hand sanitisation, limited entertainment options and limited food/drink availability. We do not expect these measures to have a significant impact on your enjoyment of the holiday and all measures will be taken with the purpose of securing your safety and those around you.
COVID-19 Health & Safety Protocol
Note: Based on the new Health and Safety protocols concerning covid19 some hotel facilities might not be in operation and some services might have to be modified operationally during your stay. As an example, a choice of set menu might be offered instead of a buffet at our restaurants. We apologize for this possible inconvenience, but the health and safety of our customers is of a prime concern.
In our Resort operating during Summer & Autumn 2022:
- Buffet breakfast/lunch/dinner will be subject to the capacity of the hotel. In case no buffet is available, a rich a la carte option (combined with mini buffet at times) will be provided
- Use of the gym will be available according to legislation
DINING
- Will breakfast be held for all guests at the same time?
Yes, due to our restaurant big size.
- Will there be limited seating arrangement during lunch or dinner in restaurants?
Yes, based on the COVID health and safety standards, tables and chairs in all F&B outlets are spread out according to legislation, 1 person per 2 square meters indoors & 1 person per 1.5 square meters in outdoor spaces.
- Will all-inclusive be operated as normal with buffet?
Buffet breakfast/lunch/dinner will be subject to the capacity of the hotel. In case no buffet is available, a rich a la carte option (combined with mini buffet at times) will be provided.
During a buffet service though, all guests will wear masks when serving themselves from a buffet or self-service dispense bar. Tongs and ladles will be changed frequently, restaurant Team Members will clean and disinfect all buffet surfaces as often as possible, all cutlery, crockery and glassware will be washed and disinfected in high temperatures and finally, all trays and other service equipment will be disinfected after each use.
STAFF
- What are the basic hygiene standards that the staff will follow?
Every team member will strictly comply with the basic protective measures against COVID-19 announced by the World Health Organization (WHO).
LIFTS
- If there are lifts, keeping the lift keys sanitized & how many per lift?
All keys / key cards will be disinfected and offered to guests sealed in an envelope. Guests will be advised to use the stairs more frequently than the elevators & only guests on the same booking are allowed to use the lift together, i.e. a family of 4. Outside every lift, Disinfection Dispensers will be installed for the use of guests
SOCIAL DISTANSING
- How are you safely managing social distancing?
A discrete Floor Sticker is installed in front of reception desks for social distancing purposes. Tables and chairs in all F&B outlets are spread out according to legislation;
1 person per 2 square meters at indoor spaces & 1 person per 1.5 square meters at outdoor spaces. Also, all breakfast & dinner meals in restaurants will require prior online reservation via the Louis Hotels Mobile App. Reservation lists will only allow a permitted number of guests per time slot. At the pools there will be a distance of 4 meters between umbrellas around the pool and sunbeds will have a distance of 2 meters from each other. Several areas will have specially designed signs to remind our guests to keep their distances.
GUESTS’ HEALTH
- What is the standard procedure of the hotel if a guest is suspended with COVID- 19?
We will follow the Action Plan as per the legislation of Ministry of Health.
MULTI-USE ITEMS
- How are you deep-cleaning regularly multi-use items such as key cards and safes, abs, TV remotes and light switches?
All multi-use material will be discontinued and will be available digitally on the Louis Hotels Mobile App. Key cards and keys will be disinfected and given to the guest in a sealed envelope and will not be given back to the reception until check out. TV & AC controls will be placed in a case that will be sanitized and changed in each check in.
CHECK-IN
- Will there be contact with the reception during check-in or will there be a digitally pre check-in?
A digitally pre check-in is encouraged by downloading the Louis Hotels Mobile App #myhappyplace!
HOUSEKEEPING
- How many times will I receive housekeeping services and linen changing?
We keep the same policy as before, linen and towels are changed every other day unless a guest requires otherwise.
- Will there be a maid service or none until each family leaves?
This is at the discretion of each guest. If a guest requests to clean their room, we will do so. Maids’ trolleys will be sanitized before use each day. Also, handles of mops, dusters, vacuums, toilet brushes & spray bottles will be disinfected after each shift.
- Will rooms be cleaned throughout our stay or will this need to stop temporally?
This is at the discretion of each guest. If a guest requests to clean their room, we will do so. Maids’ trolleys will be sanitized before use each day. Also, handles of mops, dusters, vacuums, toilet brushes & spray bottles will be disinfected after each shift.
- Do you keep each guestroom vacant for an extended amount of time between guests?
Each checked-out room will be left empty for 48 hours before being prepared for the next check-in. This is subject to occupancy and may be reduced according to needs. The minimum amount of time between check-out and check-in will be 4 hours at periods of high occupancy and back-to-back room bookings. All relevant safety measures and disinfection protocols will always of course be followed.
- Will there be a maid service or none until each family leaves?
This is at the discretion of each guest. If a guest requests to clean their room, we will do so. Maids’ trolleys will be sanitized before use each day. Also, handles of mops, dusters, vacuums, toilet brushes & spray bottles will be disinfected after each shift.
- Cleaning of rooms between guests – will this take longer?
In case a guest requests that they don’t wish to clean their room then the housekeeper will not clean the room. If guests request it then we will conduct normal cleaning. Between check-out and check-in (after guest’s check-out and before a new arrival), all surfaces in rooms will be disinfected. Special attention will be given to: door jams, the sides of doors, coffee facilities (kettle, cups, spoons), remote controls (TV and AC), showerheads & shower valves, in-room telephones, safe boxes, sides of shower curtains or glass, hairdryers: body, plug and cord, electric sockets and charging stations & toilet brushes.
ENTERTAINMENT
- Will the entertainment be available during our stay as normal?
Daytime outdoor activities are encouraged, group sports will be discontinued until further notice, only individual sports will be allowed. Games such as pool tables & table tennis, tables will be regularly disinfected between uses.
- Which hotel facilities will be open and operational?
You may enjoy F&B outlets, pools, waterpark where available, as well as a number of daytime activities.
- Is there enough outdoor seating for evening entertainment with a safe distance?
All tables and chairs are spread out according to legislation.
SWIMMING POOL AREA
- What about the sun-beds by the pool and beach? Will they be sterilized for each guest before use?
Sunbeds will be disinfected by pool Team Members at the beginning of the day and at the end of the day. A Ballistic Virus Killer will be used to disinfect sunbeds after each use.
- Can we use the pool / sunbeds and what restrictions there are? Also, are there any other places open at the resort as we still want to get out and about and explore?
Sunbeds will be disinfected by pool Team Members at the beginning of the day and at the end of the day and a Ballistic Virus Killer will be used to disinfect sunbeds after each use. Also, there will be a distance of 4 meters between umbrellas around the pool, hence sunbeds will have a distance of 2 meters from each other. Tables will be cleaned and disinfected at all times and pool towels must rotate as often as possible.
- Will guests need to social distance in the swimming pools?
All our outdoor pools will be available for use following all the standards as per the legislation.
- Will there be sprays provided to wipe down the sunbeds?
Sunbeds will be disinfected by pool Team Members at the beginning of the day and at the end of the day. A Ballistic Virus Killer will be used to disinfect sunbeds after each use.
- What about pool usage and deep cleaning of the pools every day?
Our pools are filtered and chlorinated. 4-5 times per day, we check the PH of the water and we recirculate it.
- How are you cleaning the sun loungers every day?
Sunbeds will be disinfected by pool Team Members at the beginning of the day and at the end of the day. A Ballistic Virus Killer will be used to disinfect sunbeds after each use.
WEDDINGS
- Will you continue the weddings in hotels?
Weddings will be available as per the legislation and protocols.
GUESTS
- Is the hotel open for all nationalities?
We will follow the travel instructions of Cyprus government and welcome tourists according to schedule.
KIDS CLUBS
- Kids clubs will operate as normal with all kids?
Kids clubs will have a limit in number of kids. Also, all the equipment and toys will be disinfected one by one and in detail and we will offer children their own set of crayons to use throughout their stay.
