We are on our way back to fulfilling all the measures suggested by the DGS. Our focus is on the well-being and comfort of our customers, so they can enjoy their holidays with peace of mind. We maintain our standards and improve some procedures, offering safety on your vacation, feeling at home.
Communication Before Arrival
All clients with reservations at Hillside House Suites & Spa will be informed in advance by email/telephone that measures have been implemented to promote distance between the different clients and sanitary disinfection.
They will also be informed of the existence of a contingency plan which will be followed in case of need and the training of all officials in relation to the protocol in force and also the protective measures for COVID 19;
The customer will be asked, in case the reservation has been made through automatic channels where the card details have been provided, to give us permission to debit the entire stay through the card and the invoice will be sent by email;
All customers will be informed of the disinfection material they will have at their disposal and will have one mask per customer.
During check-in all common areas are made known to the client, as well as important information (care with cleaning the common areas, etc.);
At check-in you will be informed that the key to open the door of your apartment or suite is already on the door, explaining that it was previously disinfected. After the check-out all keys will be disinfected.
It will be explained to the customer that due to the exceptional situation we are in, there will be changes regarding the breakfast service.
You will also be informed that the accommodation has relevant information available, such as in which areas of the house you can find the alcohol gel, the various contacts of the local restaurants, with the respective contacts that the customer can order and make the take-away, location of pharmacies, health centers, hospitals, etc..
For everyone’s safety and to prevent possible contagion, we no longer have the buffet service, but individual doses are now prepared for each family.
The quality and variety to which we have accustomed our guests is maintained, and we have increased the level of personalized service. Like this:
– You will be given a sheet with all the options we serve at breakfast, where you should put the time you want to have it; the sheet will be left in your accommodation during the daily cleaning and should be given to our staff or left at the reception.
– From the options mentioned, you should select the ones you want to be served, in order to avoid waste;
– Breakfast will be served at the time requested, with the type of service depending on the type of accommodation you are in.
If you stay in one of the suites, the procedure is the same, but we will be waiting for you in the breakfast room already with your order prepared at the agreed time, allowing the necessary distance between each family, ensuring maximum security.
Our staff will maintain a minimum safety distance from each other. We also ask you to do the same for the other guests.
Fortunately our development is quite large, with a huge lawn of more than 3,000 m2 and several separate leisure areas, which allow everyone to enjoy the freedom of spending a pleasant holiday in the open air, ensuring maximum safety.
As far as the pool and its sanitation is concerned, our pool is made of salt water and chlorine is produced by electrolysis, so we will keep the salt levels at the upper limit of the permitted range in order to guarantee a maximum level of disinfection possible and recommended.
The areas surrounding the pools will be regularly disinfected with surface disinfection product. The pool will have around it 5 separate leisure areas, each one with two sun loungers.
This measure assumes the use of a maximum of 5 families at the same time in the pool in order to avoid large crowds of guests in this area. It should be noted that our maximum capacity is 20 people, which unfortunately is unlikely to be reached.
We have created a manual / protocol with all the measures of prevention and control of propagation, with more detail of the measures that we present here briefly and their procedures of action.
This manual will be available to all guests in their accommodation units, so they can read it carefully.
Our staff has received specific training on each of these measures and we have carried out trials in each of the areas.
In case of symptoms indicating a possible covid-19 infection, we have created a room with a private bathroom and individual protection kit that will serve as an isolation until the competent health entities reach our space, minimizing any risk of contagion.