HayMax Hotels COVID-19 Operating and Health Standards
PLEASE NOTE: As a result of the current Health and Safety Guidelines, our Breakfast Service is currently suspended. We expect these services to resume with the start of the 2020/2021 Winter Ski Season.
HayMax Hotels has a commitment to cleanliness and safety for our employees and guests. During the public health crisis, the following health and safety guidelines represent best practices for our hotels, in accordance with CDC guidelines.
It is anticipated that these guidelines and protocols will evolve based on the recommendations of public health authorities and must be done in compliance with any federal, state and local laws.
Worry Free Guarantee
Book your hotel stay with peace of mind. In response to travel uncertainties and COVID-19 concerns, we are providing a Worry Free Guarantee for all reservations through April 18, 2021 to help protect our community and provide peace of mind. Reservations for all stays with a check-in date between June 2020 and April 18, 2021, are covered by this guarantee and may be canceled or rescheduled at any time, without penalty, up to 24 hours of arrival so long as cancellation is due to a COVID-19 related reason.* Guests who cancel will have rescheduling, cancellation and refund options.
*In order to cancel under the Worry Free Guarantee, you will be required to attest to the facts of and/or provide supporting documentation for your extenuating circumstance. Standard cancellation policies and fees continue to apply for all non-COVID related cancellations.
Employee and Guest Health
All hotel employees will engage in frequent hand washing and use of hand sanitizer. Washing hands with soap and water is the preferable method. In situations where soap/water is not available, alcohol-based sanitizer is recommended. Hand sanitizer dispensers shall be placed at key guest and employee entrances and contact areas. At a minimum, this will include lobby reception areas and employee entrances, but could also include any other reception areas, entire hotel lobby areas, restaurant entrances, meeting spaces, elevator landings, pools, exercise areas and other public areas as applicable to the property. All employees shall receive COVID-19 safety and facility sanitation protocol training recommendations from the CDC for employees with frequent guest contact including Housekeeping, Hotel Operations and Maintenance/Engineering.
Personal Protective Equipment (PPE)
CDC recommendations along with federal and local government regulations shall dictate appropriate PPE to be worn by employees. PPE, along with appropriate training for use and disposal, shall be made available to any employee upon request.
Hotel Front Desk
Front desk agents shall practice social distancing to ensure separation between employees and guests whenever possible. Minimal contact check-in, including remote check in/check out and pre-key arrivals are encouraged, when feasible, to reduce lobby activity and front desk queue. In addition, contactless payment processes are encouraged, and when not available, employees should minimize contact as much as possible. Self-parking options should be emphasized, shuttle service shall be limited, and disinfecting of contact points will be required.
Employee and Guest Health Concerns
Responding swiftly and reporting to local health officials any presumed cases of COVID-19 at the hotel property shall be a staff-wide requirement. Employees exhibiting symptoms of COVID-19 shall remain or return home. While at work, employees who notice a coworker or guest exhibiting symptoms of COVID-19 shall immediately contact a manager. At a minimum, hotels shall follow CDC guidelines for employers and businesses, including instructing employees to self-isolate for the required amount of time, as defined by the CDC, from the onset of symptoms and be symptom-free for at least three days without medication. Well-being checks of all employees, including physical temperature checks, may be carried out if needed. At minimum, confirmed cases of COVID-19 shall be immediately reported to local health authorities in accordance with appropriate actions recommended by the CDC.
Cleaning and disinfecting protocols will require that attention is paid to high-touch, hard nonporous items including television remote controls, toilet seats and handles, door and furniture handles, water faucet handles, nightstands, telephones, light switches, temperature control panels, alarm clocks, luggage racks and flooring. The frequency of room cleaning during a guest’s stay may be altered based on guest requirements. Daily Housekeeping will not be offered, however fresh towels and trash/linen collection will be performed upon request and delivered to and picked up from in front of the guestroom door. In anticipation of individual concerns of guests, housekeeping shall not enter a guest room during a stay unless specifically requested, or approved, by the guest, or to comply with established safety protocols. Housekeeping shall maintain the practice of cleaning rooms thoroughly following check-out.
Room Recovery Protocol
In the event of a presumptive case of COVID-19 the affected guest room shall be removed from service and quarantined. The guest room shall not be returned to service until undergoing an enhanced cleaning and disinfecting utilizing EPA approved products within CDC guidelines, preferably by an outside agency certified to perform such cleanings.
Linens, towels and laundry shall be washed in accordance with CDC guidelines. Where possible, launder items using the warmest permissible water setting for the items and dry items completely. Dirty linen shall be bagged in the guest room to eliminate excess contact while being transported to the laundry facility.
Physical Distancing & Queuing
As recommended by the CDC’s social distancing guidelines, guests shall be advised to practice physical distancing by standing at least six feet away from other groups of people not traveling with them, including any area where guests or employees’ queue. Such areas shall be clearly marked for appropriate physical distancing, and where possible, encourage one-way guest flow with marked entrances and exits. When applicable, lobby furniture and other public seating areas will be reconfigured to promote social distancing.
Cleaning and disinfecting shall be frequent (multiple times per day) with an emphasis on frequent contact with hard non-porous surfaces including, but not limited to, front desk check-in counters, bell desks, elevators and elevator buttons, door handles, public bathrooms, vending machines, ice machines, room keys and locks, ATMs, stair handrails, gym equipment, pool seating and surrounding areas, and all seating areas.
Pools & Outdoor Areas
Pool operation will be monitored regularly for water condition and proper sanitizing and chemical balance. Seating shall allow at least six feet of separation between groups of guests. Outdoor seating areas and other areas where guests may congregate shall also have a six-foot separation standard.
Front of House Signage
During all times in which the usage of masks is recommended by the CDC and/or other local health authorities, health and hygiene reminders shall be placed at high-traffic areas on property, including the front lobby area at a minimum, indicating the proper way to wear, handle and dispose of masks.
Back of House Signage
Signage shall be posted at a minimum in areas employees frequently enter or exit. Signage will remind employees of the proper way to wear, handle and dispose of masks, use gloves, wash hands, sneeze and to avoid touching their faces.
Back of House Areas
Cleaning and disinfecting of all high touch areas shall occur in accordance with CDC guidelines, including at least twice per day in high traffic areas. Handwashing stations and access to hand sanitizer should be convenient and highly visible. Physical distancing among all employees shall be practiced in employee break areas, shared office spaces, and other high-density areas.