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RIU Hotels & Resorts has developed a new Instructions Manual to manage the reopening of its hotels after closing due to the COVID 19 crisis. As you know, circumstances dictate that exceptional hygiene and disinfection measures be taken during this period to ensure maximum safety for you and our employees.
These new measures can generate doubts about the availability of services, the actions taken by our employees and about the guidelines you should follow when you come to visit us. RIU has created this instructions manual to solve any doubts as much as possible:
General Rules
Capacity has been reduced in all our hotels to a maximum of 50% to 60%, unless there are more restrictive local rules, and detailed protocols have been developed for employees to safely deal with their daily tasks. These protocols include instructions regarding: their journey from home, arrival and use of changing rooms and employee areas, reception of goods, general use of gloves and masks, provision of disinfectant gel in all work stations and common areas, increase of the frequency of cleaning of all common areas, both the clients’ and employees’, and respect for the safety distance between colleagues and guests. Therefore, cleaning and prevention tasks will be carried out in all hotel areas and procedures. Customers will not see these tasks being carried out, but we want you to know they are being done.
The most important recommendation for your safety and to enjoy your stay, is to follow the hotel staff’s indications. There will also be posters with information on preventive measures and instructions regarding distance, capacity, queues and entry or exit paths. For your peace of mind, the employees know the protocols well and will be available to guide you regarding the services, seating, schedules and other important information.
Please bear in mind that the total hotel capacity will be limited, which will enable us to keep to distance and capacity limitation protocols.
What will our stay at the hotel be like?
1. When you arrive
All customers will be given a temperature check on arrival, hands will be disinfected and masks will be provided.
A security screen has been installed at the reception, the hotel web check-in will be implemented gradually and the use of the application will be encouraged which provides information on hotel services and schedules. This will prevent handling documents as much as possible.
The check-in time has been delayed until 4 p.m. and the check-outtime has been brought forward to 11 a.m. to allow time for the new room cleaning and disinfection protocols.
Lift capacity has been reduced, which you can only share with members of your own family or booking.
2. Bedrooms
We inform you that your room will have been thoroughly cleaned and disinfected. RIU implemented a strict cleaning protocol many years ago, as a result of its experience in all kinds of situations, including other viral infections. This protocol was designed to avoid cross-contamination and includes the use of three different colour cloths to clean the different areas of the room. Terraces, bedrooms and bathrooms are cleaned in that order and with different cloths, which are changed for each room.
We also use an efficiency tested virucidal spray product to disinfect the rooms before each new arrival, and daily cleaning tasks focus on disinfecting frequently used elements such as railings, telephones, remote controls, handles and other surfaces. Cleaning staff wear gloves and masks, they disinfect their hands before each new room, and a team has been created that specialises in cleaning rooms with suspected or confirmed cases of infection. In addition, there are plans to set up a separate section to accommodate positive or suspected cases of COVID19 if they cannot travel to a health centre.
Amenities are limited to the essentials and magazines, coffee makers, posters and brochures have been removed. We have done everything possible with the intention of limiting the manipulation of elements shared with other guests. You will also find a hydroalcoholic gel dispenser in the bathroom.
3. Restaurants
Breakfast, lunch and dinner timetables have been extended to avoid rush hour crowds. At the entrance, our staff will take your temperature and ask you to disinfect your hands. They will also provide you with gloves and a mask if you do not have any as they are compulsory to access and approach the buffet. An employee will take you to your table, which will have a single-use tablecloth that has been disinfected beforehand, as well as the chairs, which will also be placed to respect the safety distance. Cutlery is no longer collected at the buffet and is placed on the table in sealed envelopes, and drinks will be served at your table.
We have improved fresh air ventilation in all our restaurants, we are offering more freshly cooked meals, and we have increased the number of individual dishes and single-dose portions of sauces, butter and yogurts.
4. Bars
At the entrance of the bar, RIU employees will ask you to disinfect your hands with hydroalcoholic gel, and to enter, as in the dining room, our guests must wear a mask, Tapes and marks will be used to keep safety distances in the queues. Once inside, drinks will only be served at the bar or at the tables, there will be no self-service machines. The menus have been removed and will be replaced by posters. They are also available on the hotel application should you choose to download it. The tables will be disinfected after each customer, and they will also be placed to keep the safety distance between them.
5. Swimming pools
Appropriate products are used in our swimming pools to disinfect the water, which will be monitored more frequently, as well as the surrounding areas. Hammocks will be separated to maintain the safety distance, and the exchange cards have been eliminated to use the towels. Towels are collected at the usual place and there will be specific places to leave wet towels after using them. Monitoring distances and maximum capacity also applies to the glasses used at the pool.
6. Spa and gym
For all members of staff, equipment and furniture, hygiene procedures are reinforced, including the use of gloves and masks. Security distances will be monitored, limiting the capacity, and there will be a hydroalcoholic gel dispenser at the entrance of each area: toilets, changing rooms, water areas and the gym. Disposable protectors will be used on the stretchers for each treatment and the area is naturally ventilated after each session. In the gym, the use of a towel will be mandatory on all sports equipment, as well as disinfectant spray and disposable paper for the machines before and after use.
7. Entertainment
The entertainment programme at each hotel will be adapted to the new situation, eliminating some of the sports or leisure activities where keeping a distance is impossible. Cleaning has been reinforced, emphasizing on disinfecting the spaces and elements used in games or sports. Our entertainers will also be protected with gloves and masks when handling material or when distance cannot be maintained. Children’s activities will also be adapted, reducing capacity and reinforcing the monitoring of safety distances. Activities for the youngest ones, from 4 to 7 years old, are eliminated for the time being as we cannot guarantee the necessary distancing.
Our evening programmes have been adapted to offer the shows and musical performances at which we can guarantee the safety of our guests, entertainers and artists.
8. Beach
As with the pools, the hammocks on the beach will be placed to maintain the safety distance.
9. Water activities
Water activities will be available in the hotels, adapting them to the new safety measures in terms of distance and capacity. Our staff will follow the same cleaning and personal protection protocols as in all other areas of the hotel. Any briefings, if necessary, will be done outdoors.
For the excursions, only open boats will be used, the capacity is reduced to a third and the diving and snorkelling equipment is sanitized before and after each use.
10. Shops
Reinforced personal hygiene procedures have been implemented, including gloves and masks for all members of staff. Capacity will be reduced to ensure safety distance and it will be mandatory to disinfect your hands and wear gloves. All items will be disinfected before leaving the warehouse and the items that can be exchanged or returned will be stored for 72 hours. We encourage paying by card, and cleaning and fresh air ventilation has been increased.
65 Comments
Roll on palace pacifico in September then so can’t wait to meet you all
Well done the RIU we have used the company for many holidays including the Carabian you are not asking to much of people as its for their safety as well as yours your standards have always been very high and would not expect anything different we are hoping to go to sal in Cape verdi in a march 2021 so once again thank you for all your fantastic services
Hi Wendy!
Thank you very much for your nice comment! We hope to see you soon in one of our hotels!
Kind Regards,
RIU Hotels & Resorts
Thank you for all you are doing
What will happen if someone has a high temperature?
Hi Laylia!
If someone exceeds the permitted temperature they are isolated for a while in the lobby and checked for the effect of the heat of the street. If the fever does not go down, the RIU medical staff will evaluate the case and the client will not be able to check in until the situation is clarified.
Kind Regards,
RIU Hotels & Resorts
I applaud the measures you are implementing. Unfortunately I have a latex allergy and gloves are not an option for me. I also have asthma which makes wearing a mask for an extended period of time an issue. Any suggestions? I have been coming to Jamaica for many years and the Riu has been my home away from home. I would hate to give it up
Hi Donna!
Thank you very much for contacting us! For your peace of mind, none of the gloves in the hotels are made of latex. Furthermore, you should only wear the mask in closed spaces, for example, while you are in the hammock area that keeps your distance you should not wear it or while you are having a drink in the bar area.
We hope to see you soon!
I think you are doing a great job Riu in this situation!! So glad to be coming back in September!!!
I’m really concerned as we have a wedding booked for October 9th at the riu creole hotel, as a bride I really don’t want to wear a face mask, this is supposed to be the best day off our life, we’ve saved up so hard and now feel so deflated. Is there any chance our wedding is still going to be special?
Hi Kim!
For any questions about your wedding you can write to [email protected] .
We hope we helped you!
Fantastic Riu hotels open, just booked Riu Monica for November
Hi Michael!
Many thanks for your comment!
We are headed to Riu Yucatan July 27th and we were wondering if its mandatory for guests to wear maskS at all times?
Hi Cheryl!
As long as this situation continues, the hotels will continue to operate under the same health and safety standards to ensure the safety of guests and employees. You must wear your mask indoors. For example while you are eating or enjoying in the pool area if you are in the hammocks you should not wear it because they are separated with the safety distance.
We hope you enjoy your vacation!
Cool! I have no problem with this! When is Riu Touareg Cabo Verde opening again?
Hi Tamara!
Thank you for your comment! All news about openings will be published on our website http://www.riu.com or on social networks.
Kind Regards,
RIU Hotels & Resorts
We love the Rig,and are impressed with the measures that are being taken. Looking at visiting as soon as we can. Thank you and stay safe my friends.
Many thanks for your comment Wayne!
Many thanks for the reassurance that everything possible will be done to protect your clients. We will be returning just as soon as it is possible to do so.
Hi David!
Thank you very much for your comment and we hope to see you very soon!
Every Riu hotel we have ever stayed in was always spotless and clean anyway. I really admire the steps you are taking, to keep us safe, thankyou.
Hi Susan!
We’re very happy to read these nice words about hotel cleaning.
We hope to see you soon!
Masks are required at all times while there? At all RIU’s?
Hi Mary!
Masks should always be worn inside the hotel and in the common areas. However, there are exceptions, for example, in the pool area where the hammocks are separated with the safety distance is not necessary.
Kind regards,
RIU Hotels & Resorts
We have stayed at a number of Riu hotels, the ladt been in Montego Bay last year. We have always found your hotels to be cleaned to the highest standard, even before this virus started. Keep uo the good work and hopefully we will be able to book for October for our honeymoon, to Riu Palace Montego Bay
Hi Julie!
Thank you very much for sharing your experience with us and for choosing RIU for your honeymoon, we look forward to welcoming you!
Are these rules likely to be in place in November?
Hi Karen!
We cannot give a specific date because we are watching the evolution of the pandemic and what the authorities indicate. You can be sure that we are working to ensure that you continue to enjoy your holiday with us.
Kind regards,
RIU Hotels & Resorts
Too many rules that are senseless. Especially the gloves. Washing hands on a regular basis and using disinfection is more useful.
I understand that some rules are done for the hysterical ones, but if these measures will continue over the next time I will not make any holidays in RIU hotels or elsewhere. Because this won’t be really holidays. Sorry for that.
Hi Hubert!
Thank you very much for leaving us your comment! Currently the hotels act under a protocol with the aim of protecting the health of employees and customers. We understand that the situation is difficult but we have worked hard to adapt the rules so that you can enjoy your holidays with us as always.
Kind Regards,
RIU Hotels & Resorts
Wow
We are booked for november2020 vistamar Gran Canaria can’t wait we know we will be well looked after
Thank you for writing to us Alan!
We hope you enjoy your vacation!
I’m going rui yacaton in Mexico very worried it won’t be a holiday if your expected to wear masks and gloves all the time seems its not an 5star holiday anymore
Thank you for your comment, Andrew!
As you know RIU has adapted to the current situation and all our hotels operate following protocols that protect the health of customers and employees. However, we have worked hard to adapt these rules so that you can continue to enjoy your holiday with us.
Kind Regards,
RIU Hotels & Resorts
Everyone needs to realize that the Riu is doing everything possible to keep visitors and employees safe. While following government guidelines
The measures you’re taking to keep your guests safe are greatly appreciated, and just reinforce why this is my favorite resort! I can’t wait to return!
Many thanks for your comment!
WOW think this is outstanding puts me at ease knowing on my trip on July 10th 2020 we will be save as we can be . Thanks for taking are safety head on.
Hi John!
It makes us very happy to read your beautiful words.
See you soon!
How long will these protocols last
Hi Donna!
We are very attentive to how the situation develops and will always adapt to what the local authorities tell us.
Kins regards,
RIU Hotels & Resorts
Hi can you confirm how long you intend to have these restrictions in place for?
Hi Gareth!
We cannot give a specific date because we are waiting for the evolution of the pandemic and what the local authorities will tell us.
In any case, we have worked hard to adapt these measures so that you can continue to enjoy your holidays with us.
Kind regards,
RIU Hotels & Resorts
Sounds very interesting and good
Thank you for your comment Alethia!
Can you please advise when Riu Palace Aruba will be reopening
Hi Max!
Thank you very much for your interest! We are very happy to inform you that the hotel Riu Palace Aruba will open its doors in the next few days.
me my wife and grandson (12) are to arrive on august 4 with tui flying in from Glasgow .
we have been to other hotels in the chain ,Caribe,teguila ,and Yucatan . We were booked to go the royalton group but i changed it to stay with the rui group and stay in the palace. Do tell me ive made the correct decision , reading all the new rules make the prospect somewhat fearful. It is the palace after all .
I realise these are difficult times far us all , but we have spent the best part of three months in lockdown
expecting a time to relax and enjoy some quality of time at your resort. You say you have removed all coffee making machines , no problem we can bring our own travel kettle . can you say what we can expect in your establishment ie in our room or in the hotel in general. many thanks in advance Daniel Rafferty.
Hi Daniel!
Thank you very much for sending us your comment! At RIU, we work hard to satisfy the needs of our guests; making our customers happy and comfortable in our hotels is our mission. Currently we have had to adapt to the new situation ensuring that you can enjoy your holidays with us.
Kind regards,
RIU Hotels & Resorts
If we can get in September to palace pacifico if travel allows can’t wait
Thank you for your comment Andrew!
See you soon!
Such a beautiful place to stay and with a high quality measure taken for their customer safety. Well done keep growing
Thanks a lot for your comment Dayara!
Can I pleas ask if masks and gloves will be provided?
Hi Caren!
All RIU hotels have masks and gloves.
Kind regards,
RIU Hotels & Resorts
Great Thankyou for your quick reply, we are due to go to riu papayas Gran Canaria 27th July should have been 6 families but now just 1 family , everyone else has changed dates. It will be our 3rd visit we love riu hotels
Hi Karen!
We hope you enjoy your holiday with RIU!
Hi everyone we are due to fly on November 15th with Tui to Riu Tequilla. This will be our 5th time (hopefully). My husband is asking if the little train will be running to the beach as he loves this as we love everything about your hotels. Hope to see you in November
Hi Sandra!
Thank you very much for your comment! We hope to see you soon enjoying RIU.
Kind Regards,
RIU Hotels & Resorts
Thank you riu for your high standard of excellence that you always provide. We look forward to our return to riu emerald bay as soon as possible. I am just wondering if masks are required when walking the beach.
Hi Cindy!
Thank you very much for your words. We hope to see you soon enjoying your holiday at RIU!
Kind Regards,
RIU Hotels & Resorts
He have had so many cancelled holidays, last year and this, but finally we are hoping to arrive on Monday 24th at the Palace Madeira, we also have this booked for September, we can’t wait to see you all again. Fingers crossed.
Hi Carol!
We are also looking forward to welcoming you back!