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As an integral part of the Corona virus prevention, the Management of Laguna park hotel & Aqua club has adopted and enforced strict preventive measures to ensure safe, yet relaxed and friendly environment for the guests and provide normal working conditions for the employees.

The plan is subject to updating according to the epidemic situation in the country and contains a clear distribution of available human and economic resources in order to prevent and comply with anti-epidemic measures, including a Crisis management team capable of monitoring and providing immediate control using the practices required for COVID-19. The Crisis management team would be able to activate immediately any extra measures required to control the situation.

The Management team has been closely following and adhering to the guidelines and recommendations issued by the Minister of Health, the Director of the Regional Health Inspectorate, World Health Organization (WHO), European center for disease prevention and control and the Bulgarian Government.

The implementation of the action plan and the effectiveness of the measures taken are assessed to verify compliance, identify and correct gaps and adapt the plan to practical experience.

A Crisis Team involving members of each relevant department supports Management in the implementation of the action plan and timely identification of required adjustments. This enables the hotel to operate smoothly and still meet guest’s expectation while maintaining a high level of hygiene in the hotel.


- carrying out an initial basic inspection and subsequently a regular audit of the hygiene at the site in order to establish compliance with the imposed requirements. Recording a logbook of the important actions and measures carried out and to record them in enough detail (e.g. including date and time a disinfectant was used, by whom, where, etc.). The logbook is used to improve the actions implemented.

- In line to this, a regular Hygiene Audit is conducted in order to evaluate areas in the hotel that needs attention.

- A secure stock of face masks, gloves and face shields for both guests and employees are kept in the hotel. Laguna park’s management secures at least 10% more face masks base on the maximum capacity of guests and employees for emergency purpose.

- The hotel ensures enough thermometers in stock to control guests, employees and third parties’ temperature.


- The Management informs all employees of the measures to be adopted and the measures that could protect their health and that of others, including the recommendation to stay home and seek medical attention if they have respiratory symptoms, such as coughing or shortness of breath. The Management organizes information briefings that should cover all the basic protective measures against COVID-19 and the signs and symptoms of the disease. All employees will receive training on COVID-19 safety and sanitation protocols. Appropriate personal protective equipment will be worn by all employees based on their role and responsibilities and in adherence to state or local regulations and guidance.

- Providing guidelines to the employees on how they should communicate the action plan to guests and other vendors can ensure alignment consistency.

- Short documents or informative posters amplifying the key messages among guests and employees, including the promotion of hand-washing respiratory hygiene, and coughing etiquette.

- Extra information is displayed in all information boards around the hotel including broadcasted COVID–19 general info and hygiene procedures in hotel website.

- The Front Office have immediately available the telephone numbers of the health authorities, medical centers, public and private hospitals, and assistance centers for use whenever there is the possibility that a guest may be ill.

- The hotel temporarily designates a senior staff member as Social Environment and Hygiene Agent to support its overall operation.

- As part of the hotel action plan in case of repeated COVID-19, there is a special cleaning and disinfection plan for situations in which there are sick guests or employees staying at the establishment or identified with COVID-19 within a few days after leaving the establishment. Written recommendations for enhanced cleaning and disinfection   describe the enhanced operating procedures for cleaning, managing solid waste, and for wearing Personal Protective Equipment.


The health, wellbeing and safety of our employees are number one priority.

-Hand sanitizer and wipes: Antibacterial hand-sanitizing stations are placed throughout the entrances of hotel, reception area, elevators, fitness center, meeting spaces and any other public areas where contact among guests or employees is possible

-Additional signage: Signage has been placed throughout back-of-house and guest areas reminding guests and employees of important health and hygiene protocols such as the correct handwashing technique and practicing social distancing.

-Medical assistance: Continued staffing of an onsite doctor 24/7 at the property. Employees have been instructed to follow the correct protocol of identifying and/or responding to any presumed cases of the virus, or any other illnesses. Staff is ready to assist all guests with receiving the appropriate medical assistance as needed.

-Minimal contact: Guests and employees are advised through different channels in the hotel to minimize physical contact as much as possible, such as handshakes. Both guests, employees and third parties are advised to keep at least 1.5m physical distance. Instead, they are encouraged to use the contactless greeting that we have implemented and will be promoting. Reducing the number of employees using common parts at the same time, for example rest rooms, offices, dressing rooms. These premises are used on schedule, recommending the number of people who use them to be compliant with the possibility to provide physical distance of at least 1,5m.

-Handwashing: We have reinforced with every employee to follow the correct handwashing techniques either every 60 minutes, or at the following times: using the restroom, sneezing, touching the face, contact with another individual, blowing the nose, cleaning, sweeping, mopping, smoking, eating, drinking, going on break and before or after starting a shift. If a sink is unavailable, employees are instructed to use an alcohol-based sanitizer. This is enforced through close monitoring and documentation by supervisors.

-Training: All employees have received comprehensive training on COVID-19 safety protocols; this includes training on identifying any flu or virus-like symptoms among guests and follow a firm protocol to report for a medical official if needed.

-Employee health checks: All employees will be closely monitored for any flu or virus-associated symptoms upon entering and exiting the hotel facilities on a daily basis, including a temperature reading. If employees are feeling sick or experiencing any -symptoms, they are instructed to stay home, they must seek medical attention immediately and to be self-isolate immediately and being quarantined for 14 days.

-Personal protective equipment (PPE): All employees will be required to wear the appropriate PPE based on their role and responsibilities and in adherence to government regulations and medical guidance. This includes authorized face masks and gloves.

-Elderly and foreign employees: The hotel avoids assigning elderly employees or those suffering from chronic diseases in activities that require direct contact with guests. Foreign employees must be COVID-19 tested up on arrival. Staff to stay under quarantine until negative results are received.

-Personal hygiene: All employees should perform personal hygiene (frequent regular handwashing, cough hygiene) as strictly as possible. Guests should be reminded when entering and leaving the conference areas to disinfect their hands with disinfectant gel, preferable located at the entrance to those facilities.

-Although COVID-19 is not transmitted by air but from person to person through small droplets from the nose or mouth when an infected person coughs or exhales, attention should be given, as in normal circumstances, to monitoring the condition of filters and maintaining the proper replacement rate of indoor air.

- The proper functioning of ventilation, air exchange, and dehumidification equipment of covered pools is regularly checked.


-Guests arrival - Based on the number of arriving guests, a Security with support of the new created position Hygiene Agent would be at the door to control the traffic in the hotel and managing social distancing of at least 1.5m.

-Group Check in - Group check-in more than 2 guests at a time is not allowed. Group check in only with support of Tour leader or Social Environment and Hygiene Agent and/or support of Ambassador. The front desk and security staff would remind guest to maintain social distancing whilst in the hotel lobby. Use of barricades are allowed and useful to control the traffic in the lobby.

-Social distancing measures, hand cleaning and respiratory hygiene - Social distancing measures, together with frequent hand hygiene and respiratory etiquette, are the main measures to prevent transmission of COVID-19 throughout the hotel. Although it is probable that guests are already familiar with these measures, they would be reminded as a form of hospitality.

Temporary distance markings in areas that are subject to queueing (e.g. reception, restaurants and bars, Aqua Park etc.)

-Avoiding handshakes - Social distancing includes refraining from hugging, kissing, or shaking hands with guests as well as among employees. It involves maintaining a distance of at least 1.5 m and avoiding anyone who is coughing or sneezing.

-Disinfection gel/Hand Sanitizers – the hotel ensures enough disinfection gel/hand sanitizers, available throughout the hotel for guests and employees. Areas include hotel entrances, reception, lobby area, in guest’s room corridors, in all the dining areas, in Kids Club, Pool and Spa area, Aqua Park etc.

-Pictorial signage – the hotel would provide pictorial signage in common areas such as public/shared toilets, restaurants, bars, reception, lifts, lobby area, pools, aqua park, spa and any other area normally used by the guests.

-Guests’ health checks - All guests will be closely monitored for any flu or virus-associated symptoms upon entering and exiting the hotel facilities on a daily basis, including a temperature reading.

-Furniture Placement: The placement of furniture in common areas such as swimming pools, lobby, and other public and back-of-house spaces have been rearranged to allow for increased spacing between guests and employees.

-Lines: All areas where guests or employees lineup are clearly marked for appropriate physical distancing. This includes check-in, check-out, elevator lobby, restaurants, aqua park.

-Dining: Restaurants, bars and lounges will reduce seating capacities to allow for a minimum of 2m between each seated group/party of guests.


Front Office knowledge - Front Office employees are sufficiently informed about COVID-19 so that they can safely carry out their assigned tasks and prevent the possible spread of COVID-19 within the hotel. They are capable of informing guests who inquire about the establishment’s policy in terms of the preventive measures established or other services that guests may require (for example, medical and pharmacy services available in the area or at the establishment itself). They are also able to advise guests with respiratory symptoms to stay in their rooms until they are seen by a doctor. Management would arrange it immediately—as well as to provide basic hygiene recommendations when asked.

-Employees’ Health - Reception desk employees take all necessary precautions, including physical distancing of at least 1.5m;

-Telephone Numbers - The Front Office would have immediately available the telephone numbers of the health authorities, medical centers, public and private hospitals, and assistance centers for use whenever there is the possibility that a guest may be ill.

-Medical Kit - The Front Office is equipped with a Medical Kit. Although the use of masks is not recommended for the public as a preventive measure, but only for those who are ill with COVID-19 symptoms or those caring for them, the reception desk have a medical kit that includes the following items: germicidal disinfectant/wipes for surface cleaning tissues, face/eye masks (separate or combined, face shield, goggles), enough complementary face masks for the entire hotel, gloves, protective apron, biohazard disposable waste bag.

-Front desk and Guest relations work area - Front Office and Guest Relation area is equipped with see-trough flex-glass to protect guests and employees.

- Use of Electronic Card instead of Cash - Front desk employees would encourage guests to use their electronic cards and credit cards for payment instead of cash.

-Respiratory etiquette - covering mouth and nose with bent elbow or tissue when coughing or sneezing. The used tissue should be disposed of immediately in a bin with a lid.
-Topics such as hygiene and guest and employee’s safety, should be part of the daily morning meeting within the department.
-Front office is equipped with information regarding social distancing at the front desk.

-Room allocation criteria to ensure social distancing of at least 1,5m.

-All room key cards are disinfected prior to providing these to guests.

-Upon requesting guests to sign registration forms or bills, they will be handed a disinfected pen which will be immediately disinfected by staff. 

-Sanitize all guest touch points after each transaction including Credit Card Devices, pens and registration countertops.

-Sitting Area - The sitting areas in the lobby are at least 1.5 to 2 meters from each other. The lobby staff would avoid grouping of guests the lobby.

-Social Distancing - Guest must keep distance whilst queuing to check in or out.   Check in counters and other common facilities such as function rooms etc. and clearly demarcating queuing areas by using floor markers to guide queue distancing of at least 1.5m.

-Guest elevators - Guest are advised not to go in big groups in the elevators at the same time. Acceptance is family or a couple. They should respect the social distancing of the other guests. The Front Office employees would remind this to the guest upon check in.


Even in an absence of COVID-19 cases in the hotel, the hygiene services are enhanced. Special consideration is given to the application of cleaning and disinfection measures in common and local areas (public restrooms, halls, corridors, lifts, etc.) as a general preventive measure during the entire COVID-19 epidemic. The hotel secures enough disinfection cleaning material at all time since these will be products that will be use more than ever to secure a high level of hygiene in the establishment. Special attention is given to objects that are frequently touched such as handles, elevator buttons, handrails, switches, doorknobs, etc. Cleaning employees are instructed accordingly. All contact surfaces are disinfected at least every hour. Doors and windows would be left opened in public areas for some time throughout the day.


  1. Training

As part of our action plan in case of COVID-19, there is a special cleaning and disinfection plan for situations in which there are sick guests or employees staying at the hotel or identified with COVID-19 within a few days after leaving the establishment. Written recommendations for enhanced cleaning and disinfection   describe the enhanced operating procedures for cleaning, managing solid waste, and for wearing Personal Protective Equipment (PPE).

Housekeeping employees are trained on the use of and provided with personal protection equipment as listed below:

- Gloves

- Disposable gowns

- Closed shoes

- Masks

If doing procedures that generate splashes (e.g. while washing surfaces), the employees add facial protection with a face shield and impermeable aprons.

Housekeeping employees frequently disinfect all common areas, more than before. This is include as mentioned above (restrooms, halls, corridors, lifts, etc.). This will be done temporarily until further notice.


  1. Housekeeping in room materials

COVID 19 has been scientifically proven to be transmitted through contact with contained surfaces. Therefore, the following items have been removed from all rooms:

  • Cups and glasses;
  • Flyers, brochures, information folders, envelopes, phone and TV list, pens;
  • Decorative cushions
  • Stoles
    Laundry bag. If the customers require this service, they must request it by calling Reception;

8.3 Availability of materials

- Housekeeping have access to sufficient disinfectant solutions and other supplies at all times.

- The different color micro-fabrics clothes are available at all time and properly used when rooms are being cleaned.


  1. Cleaning Condition

- In general, housekeeping employees clean occupied rooms, when guests are NOT in the room.

- When possible housekeeping employees clean the same rooms or floors.

- Housekeeping disinfect all rooms upon every check out:

  • Develop and implement processes to disinfect guestrooms to ensure higher hygiene levels.
  • To have processes in place for disinfecting for occupied rooms more frequently.
  • To have processes in place for more thorough disinfection of check-out rooms.
  • To have process to properly separate clean and dirty linen.


8.5 Cleaning equipment

- Maintaining the normal use of cleaning utensils.

- After communal cleaning, the equipment is carefully disinfected using a damp cloth with an acceptable Virucide which is authorized for use on all surfaces likely to be more contaminated, such as: knobs and handles of doors and windows, curtains, washbasin, towel rack and taps, shower area and toilet, furniture, telephone, safe, hangers and additional beds, cots.


8.6 In case of COVID-19

The following would be implemented for rooms or specific areas in case exposed to COVID-19 cases:

- Any surfaces that become soiled with respiratory secretions or other body fluids of the ill person(s), e.g. toilet, handwashing basins, and baths should be cleaned with a regular household disinfectant solution containing 0.1% sodium hypochlorite (that is, equivalent to 1000 ppm). Surfaces would be rinsed with clean water after 10 minutes’ contact time for chlorine. Surfaces should be rinsed with clean water after sufficient contact time for the chlorine.

- Service employees require additional training in the preparation, handling, application, and storage of these products, mostly bleach, which may be at a higher concentration than usual. The cleaning employees know how to make sure the bleach is not disintegrated and how to rinse it off after 10 minutes.

- When use of bleach is not suitable, e.g. telephone, remote control equipment, door handlings, buttons in the elevator, etc. then alcohol 70% could be used.

- Whenever possible, we use only disposable cleaning materials. Discard any cleaning equipment made of cloths and absorbent materials, e.g. mop head and wiping cloths. When pertinent, disinfect properly non-porous cleaning materials with 0.5% sodium hypochlorite solution or according to manufacturer’s instructions before using for other rooms.

- Textiles, linens, and clothes would be put in special, marked laundry bags and handled carefully to prevent raising dust, with consequent potential contamination of surrounding surfaces or people. Instructions should be given for washing them in hot cycles (70ºC or more) with the usual detergents.

- All used items would be handled appropriately to mitigate the risk of potential transmission. Disposable items (hand towels, gloves, masks, tissues) would be placed in a container with a lid and disposed of according to the hotel action plan and national regulations for waste management.

- In general, public areas where a case has passed through or has spent minimal time in (corridors) do not need to be specially cleaned and disinfected.

- The hotel ensures enough disinfection materials for public areas including all public toilets.

- Housekeeping employees are trained on use of PPE and hand hygiene immediately after removing the PPE, and when cleaning and disinfection work is completed.

- All rooms and common areas would be ventilated daily.

- Separate the ill person from the other persons by at least 2 m.

- If the situation requires and the ill person is not transferred to a medical establishment, Management would consider relevant measures that the ill person is taken care of in an adequate way. This might include the need for the potential designation of one member of the employees, who is sufficiently trained in infection prevention and control, and the policies and measures for the employees should the employees develop symptoms following the service of an ill person.

- The management would request the ill person to wear a medical mask and practice respiratory hygiene when coughing and sneezing. If the medical mask cannot be tolerated by the ill person, the employees would provide tissues to cover mouth and discard the tissue immediately into a biohazard disposal waste bag. If no biohazard disposal waste bag is available, we would place it into an intact plastic bag, seal it, and consider it “biohazard” waste; wash hands with soap and water or alcohol-based hand rub.

- In case the ill person cannot wear a mask, direct contact with the ill person would be avoided unless wearing at least disposable gown, gloves, a mask, and eye protection.

- When attending to an ill guest or employees coming from an affected area who displays fever, persistent cough, or difficulty breathing, always use additional protective equipment (provided in the Universal Precaution Kit), including mask, eye protection, gloves, and a gown.


All the staff in the restaurant, bars and in the kitchen wear personal protective equipment – face shield and gloves.

Tables and chairs are disinfected after each use.

Cleaning control with disinfection hand gel, dispensed automatically without contact.

The solution that arises most insistently is the transformation of the traditional buffet into a buffet assisted.

9.1 Assisted buffet

The proposed measure with the greatest impact is transformation into an assisted buffet using anti-fog screens, which comply with regulations current in terms of measures and situation, throughout the buffet, served by the buffet staff and who prevent the customer from taking the food, with the exception of individual plated presentations and covered single-dose units that will be accessible by the client.

  • Single-serve or covered single-dose (cold hot)

The pods are already present in many buffets, especially for desserts, salads and others cold foods.

  • Enhancement of personalized show cooking

We recommend enhancing the show cooking, applying it not only to the fish plates and meat, but also to finished pasta, paellas, kebabs, woks, etc., customizing for each client the cooking point, the rooms and the accompaniments, offering a better service and enhancing the customer experience.

- Queue line dividers will be arranged in the restaurant and in around all bars (stickers on the floor) with information boards about minimum distance to keep, 1.5m, also indicating entry and exit.

-Entry - Unlike a bacterium that can reproduce, the virus needs to transmit through a vector (in this case person to person), entering from the outside for contagion. Therefore, the experts agree that they must be extreme the measures taken at the entrance, such as:

  • Communication to customers of hygiene measures through posters and screens.
  • Cleaning control with hydro alcoholic gels for hands and mobiles from customers, dispensed automatically without contact or by an employee.
  • Restaurants and bars.

Hand disinfection at the entrance. Inside, the hotel uses air ozonizes, following strictly the manufacturer's instructions (especially when there are people), disinfection and cleaning of service buffets, disinfection of the tables after each use, daily inspection of dining room air conditioning filters and aerate the room after each service.

Tables in the restaurants and in the bars will be reduced to grant 1.5 meters space between each.

Queue line dividers will be arranged around all buffet & drinks area.

  • Approximated amount of seats with new distribution:

Main restaurant: 150 – 180 inside, 30 – 35 terrace

Snack restaurant: 40 inside, 20 terrace

On the other hand, all dishes, cutlery and glassware are washed and disinfected in the dishwasher, minimum 80 degrees and cutlery are disposed in individual sealed packages for the guests.

Overall it is recommended the use of disposable tablecloths and single-use utensils (such as single-dose containers in disposable containers) or sterilized and stored with a hermetic bag.

Finally, commonly used machines such as coffee machines are disinfected several times a day. Every table and chair is disinfected after each use with sodium hypochlorite 200 ppm solution. Extra information campaign is performed in order to encourage guests to use trash bins for garbage or disposable items and sitting service in the restaurants will be developed.

9.2 Cleaning & sanitizing protocol

-Service stations, service carts, beverage stations, counters, handrails and trays are sanitized at least once per hour and logged by a manager.

-Dining tables, bar tops, stools and chairs are sanitized after each use.

-Condiments are served in single use containers (either disposable or washed after each use).

-Sanitize trays (all types) and tray stands sanitized after each use.

-Storage containers are sanitized before and after each use.

-Food preparation stations are sanitized at least once per hour.

-Kitchens are deeply cleaned and sanitized at least once per day.

9.3 Control and establishment of requirements for food provider

Aligned with general standards there is greater interest in ensuring compliance with health regulations in facilities, and changes will be requested in the packaging and transport systems for the adaptation to the new work systems detailed below:

Improvements in merchandise reception flows:

A "dirty area" is set up to receive goods and it will be the only area to access for the provider. Before accessing this area, hand washing is necessary, as well as the soles of shoes (using carpets with disinfection liquid). This access will be controlled by a person from the staff. Depending on the type of merchandise, the following procedures will be followed:

-frozen and deep-frozen: it will be the only type of merchandise that suppliers can enter the freezer directly, after sanitizing hands, soles and mobiles.

-preserves: they will be deposited in the dirty area and the store responsible will unpack it, separating the cardboard and will pass the cans or cans through an ozonator or disinfect with a sodium hypochlorite solution at 200 ppm.

-fresh (meat, fish and vegetables): assigned employees will change packaging.

They will sanitize, label and store, carrying out an ozonation process in the cameras.

9.4 Production and handling

Stricter compliance with HACCP is envisaged, recommending the digitization of control and measurement systems, especially in relation to:

- Traceability

- Food reception

- Defrost (time and camera)

- Cold room handling (unlabeled and without drainer)

- Production systems (use of the deep freezer blast chiller)

- Crockery sanitizing systems

- Wearing a hat

- Use of uniforms and shoes only inside the hotel


Entry requirements

All swimming pool and aqua park users must sanitize their hands prior to entry. Guests would be given full details of the personal hygiene rules with the swimming pool.
Signage would be present that explains the requirements for entry and any service modifications that the Aqua park users needs to comply with.

Water Treatment

- Strict standards are imposed to treat swimming pool water so as to inactivate microorganisms including viruses.

- Swimming pool water is filtered, disinfected and disinfectant, and meet physical, chemical, and microbiological standards.

- These treatments are able to eliminate microorganisms without irritating the skin, eyes, and mucous membranes.

- Maintaining a free available chlorine residual of 1-4 ppm or for bromine a 2-5 ppm residual. These disinfection measures are accompanied by strict hygienic and behavioral rules for bathers and a limitation of the capacity.

- Operating the pumps at least 8-12 hours per day to assure proper circulation and filtration.

- Daily filters backwash.

Personal Hygiene Rules

- All staff members follow personal hygiene rules and wash hands regularly during their time within the pool and slides.

- Enforcing the behavioral rules of swimmers.

- Restrict access to swimming pools and Aqua park for people with respiratory or digestive signs.

- Inviting bathers out of the water to respect barrier gestures to avoid inter-individual transmission outside the pools.

- Hydro-alcoholic dispenser solutions at all changing rooms.

Cleaning & Disinfection

- The Pool and Aqua park area is subject to regular cleaning and disinfection. This would also be conducted daily for all contact surfaces and equipment.

- Disinfecting surfaces around the pools and slides with an adequate disinfectant hard surface cleaner to prevent transmission of the virus through touching of contaminated surfaces.

- Disinfecting regularly deck chair-style furniture to respect social distancing and facilitate the cleaning of the area surrounding the swimming pools and slides.

- Cleaning in response to obvious surface contamination would be immediate, and where an emergency incident occurs the guidance on emergency cleaning would be followed.

- Removing all soft furnishings or other items from the pool that are difficult to clean effectively.

Disposable Items

- All single use / disposable items would be safely disposed of after use. These items would be treated as potentially contaminated and all waste handled in a way that protects staff and others from potential contamination.

- Paper liners for treatment tables would be disposed of safely.

Complimentary Items

  • All complimentary items, such as towels, slippers, would be managed to prevent cross contamination. If items are disposable these would be transferred to a safe waste disposal receptacle as soon as they have been used.


- The staff in charge of the SPA center and the Gym would ensure compliance with the same rules detailed in the previous sections. This applies to social distancing, the towel policy, cleaning and disinfection of the facilities and users’ admission.

- The capacity is monitored at all times, to ensure that it is never more than half the normal capacity, and that the safe distance is respected.

- To reduce and control the number of guests using the SPA and the Gym at the same time, of is only allowed to use the area and the treatments with a reservation.

- Fitness classes: Every guest is responsible for cleaning and sanitizing their fitness material after use.

- Toilets and changing rooms are cleaned and disinfected frequently. It is cleaned and disinfected in accordance with the procedures and frequency for COVID19 Housekeeping procedures. An authorized virucide is used various times a day, to disinfect contact surfaces which are more likely to be contaminated: handles and doorknobs, taps, etc.

- Sanitizers and Disinfection materials are available around the SPA area and the Gym.


The regular basis of the Entertainment department is to bring the guests together and create unforgettable memories due to group activities. While the COVID-19 Pandemic, it’s all the more important to find a way of working instructions that are harmless and safe for everyone. Even these regulations reduce the variety of the program, we need to make sure that everybody stays safe.

- If the Entertainer has an increased temperature, he/she is obliged to contact directly the doctor and don't go to work.

- The hotel provides stationary Disinfection dispenser at Kids Club, Garden area, Theatre, Aqua park, SPA, Gym.

- All disinfection material are harmful against virus (and not only against bacteria).

- Every Entertainer and every guest has to sanitize their hands when joining the activities, the hotel has to provide enough disinfection material.

- Every Entertainer washes hands in between every 60-90 minutes.

- The Entertainment Team is responsible for cleaning and sanitizing all surfaces/door handles in their department twice a day.

- The Entertainment Team is responsible for cleaning and sanitizing all sport materials before using.

-Entertainers would avoid group activities for guests. Avoid body contact activities and discos in the evening. In event of daily sports the Entertainment team would ensure guests are maintaining at least 1,5m away from each other.

- The Entertainers would point out that during the whole program the guests have to keep a minimum distance of 1,5m to each other.

- All Sport activities with direct body contact are prohibited.

- Game machines (buttons, seats, glass surfaces, items for playing) and token machine to be sanitized once per 2 hours from 10 am - 18 pm and once per hour from 18 pm - 23 pm.

- Cleaning supervisors to complete a log in check list to track sanitization schedule.

- Tokens to be sanitized on a daily basis.

- Guests who are waiting to play a particular game machine to maintain the minimum required distance.

- Additional all information would be pointed out at the Entertainment information board.

- Although the current evidence indicates that most children appear to develop less serious respiratory symptoms of COVID-19, there are reports of children infected with COVID-19 who have developed severe or critical disease, and some children have died. The Entertainer responsible for children is vigilant for any signs of respiratory disease and should immediately inform the child’s parents and the management of such circumstance and contact if necessary the Social Environment and Hygiene Agent.

-Number of guests at theatre is reduced to meet social distancing 2m.

-Traffic control within the theatre and entertainment venues is implemented to guaranty social distancing by entering and leaving the venues.

-All used entertainment equipment is disinfected before starting programs.

-Weekly program is reviewed and adjusted to meet COVID-19 regulations.

-All kind of contact activities are cancelled.

-Evening programs are reviewed and arranged to meet social distancing measures 2m programs with gathering larger groups are avoided.

13. MICE

- Conference room, banquets corridors are no more susceptible to contagion than other public establishments visited by large numbers of people who interact among themselves and with employees. Nevertheless, they are places where guests stay temporarily in close cohabitation and where there is a high degree of interaction among guests and workers. MICE business of guests in along with the services this entails (food and beverage, cleaning, activity organization, etc.)—and the interactions specific to these establishments (guest-guest, guest-staff, and staff-staff) that require specific attention and can be only carried out with the permission of the local authorities.

- Every staff member strictly complies with the basic protective measures against COVID-19, such as hand hygiene, physical distancing, avoid touching eyes, nose and mouth, practice respiratory hygiene and to heed the advice to stay home and seek medical attention if they have symptoms consistent with the disease.

- At any time MICE administration and responsible associations have to monitor and have to establish and amend daily an action plan tailored to the situation and implement it in accordance with the recommendations and requirements of local and national public health authorities with the aim to prevent cases, effectively manage cases, and mitigate impact.

- One direction way system needs to be in place.

- Face/eye mask and disposable gloves are available for each participant.

- Although the use of masks is not recommended for the public as a preventive measure, but only for those who are ill with COVID-19 symptoms or those caring for them, the conference reception desk should have a medical kit that includes the following items:

  • Germicidal disinfectant/wipes for surface cleaning tissues.
  • Face/eye masks (separate or combined, face shield, goggles).
  • Gloves (disposable)
  • Protective apron (disposable)
  • Full-length long-sleeved gown
  • Biohazard disposable waste bag

- Even in the absence of COVID-19 cases in the establishment, hygiene services are enhanced.

- Special consideration is given to the application of cleaning and disinfection measures in all conference areas (buffest, bars, tables, chairs, receiving areas etc.) as a general preventive measure during the entire COVID-19 epidemic. Special attention is given to objects that are frequently touched such as tables, chairs, china, paper, pens, glasses, coasters, cutleries, condiments holder, etc. Cleaning employees are instructed accordingly.

- These objects are cleaned and disinfected even in the presence of guests and during break times and/or whenever it seems necessary.

- All employees must perform personal hygiene (frequent regular handwashing, cough hygiene) as strictly as possible. Guests would reminded when entering and leaving the conference areas to disinfect their hands with the disinfectant gel, located at the entrance. Guest would be reminded to social distancing 1,5m. One way direction system guidance.


Water disinfection

- The engineering department maintain the concentration of disinfectant in water for consumption and in pools or SPAs within the limits recommended according to international norms and standards, preferably at the upper limits of the range.

Dishwashing and laundry equipment

- The proper functioning of the dishwashing and laundry equipment would be checked, particularly the operating temperatures, as well as the correct dosage of cleaning and disinfecting chemicals.


- Although COVID-19 is not transmitted by air but from person to person through small droplets from the nose or mouth when an infected person coughs or exhales, attention would be given, as in normal circumstances, to monitoring the condition of filters and maintaining the proper replacement rate of indoor air.

- The proper functioning of ventilation, air exchange, and dehumidification equipment of covered pools would be checked.


- Regular checks (with the support of the Hygiene Agent) would be carried out to ensure the proper functioning of soap and disinfectant solution dispensers, hand dryers, disposable tissue dispensers, and other similar devices. Defective units would be rapidly repaired or replaced.

- The hotel action plan includes installing units to dispense disinfectant gel in the different areas of the hotel, including the public restrooms used by guests and by employees, and other areas of interest (e.g. entrance to the dining hall, restaurants, and bars).

Cleaning and Disinfection

- Cleaning and disinfecting all engineering spaces and equipment touch points prior to returning the building to normal operations.


- Access to the receipt of goods arear or offices is forbidden to external persons.

- Suppliers and external visitors would arrange appointments to avoid overcrowding.

- Suppliers and external visitors would respect a safe distance of minimum of 2m from other people.

- Suppliers and external visitors must wash their hands and then apply hydroalcoholic gel from the dispensers.

- Single-use gowns/gloves/masks are available at the entry/delivery areas.

- The entry/delivery area would be disinfected regularly.

- The person’s temperature is taken and if it is above 37ºC they will not be allowed to enter.


Monitoring of sick guests

- Housekeeping and cleaning employees inform the management or the reception desk of any pertinent incidents, including possibly sick guests in their rooms. They treat all this information with absolute discretion.

- If the person affected is a guest in the hotel, continued stay of the sick person in the establishment is not recommended. The person would be isolated in a room on a temporary basis until the intervention of a hotel doctor or local health authorities, and provided the room is not shared with other guests. No visitors would be permitted to enter the room occupied by the affected guest.

- The experience hotel doctor should be called in case of an infected guest or employee in the hotel.  

- Depending on the availability of rooms, accompanying persons, if any, would be moved to a different room.

- Furthermore, should the room next to the affected guest be occupied, it is paramount to move this unaffected guest to a different room. This would be done with careful discretion.

- One designated person look after the guest who has been affected.  

Non-affected Guests

- Non-affected guests are persons considered to have had a low-risk exposure. They would be provided with information about the disease, its transmission, and preventive measures. They would be asked to self-monitor for COVID-19 symptoms, including fever, cough, or difficulty breathing for 14 days from the date of departure of the confirmed case from the hotel. Should they develop symptoms indicative of COVID-19 within 14 days, they would be asked to immediately self-isolate and contact local health services.

Precaution to employee(s) taking part in the evacuation of a suspected case

- In order to minimize the risk of contaminating other guests or members of the employees, symptomatic guests would leave the hotel according to instructions from the management of the hotel and local health authority. Symptomatic guess will be assessed for their condition and, if they fulfil the definition of a suspected case, they will be transferred to a designated health care facility.

- Management of the possible contacts of the sick guest would take place in accordance with instructions from the local public health authority. The local health authority would rapidly update the regional or national health authority on the outcome of examinations and if further actions must be taken.

- Employees involved in the transportation of the suspected case would apply infection prevention and control practices. They would routinely perform hand hygiene and wear a medical mask, eye protection, gloves, and gown when loading suspected COVID-19 patients for transport in the ambulance. They would ensure that they clean their hands before putting on PPE and after removing it.

- If more than one suspected case is being transported, personnel and health personnel would change their PPE between each patient to avoid possible cross-contamination between suspected, but not confirmed, cases of COVID-19. They would dispose of the used PPE appropriately in containers with a lid in accordance with the hotel action plan and national regulations for infectious waste.

- Ambulance or hotel transport vehicles would be cleaned and disinfected with special attention to the areas in contact with the suspected case. Cleaning would be done with regular household disinfectant solution containing 0.5% sodium hypochlorite (i.e. equivalent 5.000 pm chlorine or 1 part of household bleach containing 5% of sodium hypochlorite to 99 parts of water). After the bleach has been allowed to remain in contact with the surface for at least 1 minute, it may be rinsed off with clean water. As an alternative to bleach.

- The hotel management would provide access to services for cleaning and disinfection of the room occupied by the sick person in accordance with action plan, following the cleaning and disinfection protocols for rooms with cases. In case that this is not possible, the on-duty housekeeper would be instructed to clean and disinfect the room occupied by the sick person, following the cleaning and disinfection protocols for rooms with cases and observing personal protective measures.

- If there is no other option but to keep a sick guest suspected of COVID-19, with mild symptoms, self-isolation in the room would be considered. Doctor’s visits would be carried out in the sick person’s room whenever possible, avoiding the need for the patient to go to the doctor’s office.

- A sick guest who is suspected of COVID-19 would stay in an individual room, except in the case of children or persons requiring caretakers. The sick person would not receive visitors, or if they do, visits would be limited to what is strictly necessary. The guest would receive food in the room. Sick persons would not share a bathroom with other persons, and neither should they share towels, blankets, or any type of clothing with their caretakers.

- Caretakers must adopt strict precautionary measures, including wearing PPE, whenever they come close to or has direct contact with the sick person. The room would then be organized to allow for proper dressing of PPE and, in a separate area, for disposal of used/contaminated PPE.

- The doctor in charge of the case would provide relatives and accompanying persons with information regarding the infection control measures they would adopt.

- Only one person would be in charge of caring for the sick person. Pregnant women or other persons with high risk of developing severe disease caused by COVID-19 would not serve as caretakers.

- Caretakers would self-monitor for the appearance of symptoms, especially fever and cough, and receive medical attention if such symptoms appear.

- The clothing of the sick patient, as well as the linen of the room he or she occupies, would be washed following the usual procedures. As a precautionary measure, these items would be stored and transported in sealed bags.

Monitoring of sick employee

- The security employees measure temperature by beginning of every shift to avoid the start of the duty in case of infection.

- In case of temperature or other signs of infection – the employee would be send directly to the hospital.

- In case if the employee is showing signs during his duty, the Hygiene Agent as well as the management would release him directly and send him to the hospital.

- His colleagues would be checked immediately also and preferably send home or hospital for deeper check.

- Disinfect then his working place and his work utensils.

- A log book employee need to be updated all the time.

The Management will work tirelessly to keep themselves informed, updated and ready to handle any challenges, related to fighting the spread of COVID-19.

All regular Health and Safety measures will be enhanced and enforced with full power until the threat is completely eradicated.

Follow us for latest updates & Stay safe,

Laguna park Hotel & Aqua Club Team

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