Creta Royal Hotel

COVID-19 Update

Skaleta, Rethymno – Crete

01st April 2021

Dear guests,

Aegean Star Hotels & Resorts has been working on hygiene and security for its different destinations Crete & Halkidiki and commits to take care of the customer, collaborators, suppliers, commercial partners and also the environment.

For over 30 years we have being operating with the highest standards, and now in these difficult times of COVID19, we are enriching and strengthening our procedures and protocols with a holistic view, scientific rigor, without taking a step back in caring for the ecosystem. Now more than ever, we need responsible tourism, that cares for people and is committed to creating healthy environments. Our aim is to look after everything, in order to protect our employees and our customers.

In Creta Royal Hotel, the following actions have been performed and measures have been taken on the basis of both the crisis management procedure and the already held COVID-19 risk assessment:

• We enrolled in POSI SHIELD initiative which is a program for infection prevention and control that consists of creation of hygiene and operation protocols, enforcement of personal protective equipment uses, personnel training, creation of Prevention Team and introduction of POSI efficiency validation procedure.
• All trips of employees (professional or leisure) of the company were suspended since 9th of November 2020.
• All personnel are trained in preventive measures and new operational standards according to the set protocols.
• We have minimized physical meetings in our offices with suppliers - partners and if possible, the meetings are carried out via technical means (Skype, Teams, etc.).
• Access to non-employees of the hotel has been forbidden.
•Only critical suppliers (e.g. technicians), are allowed to enter the hotel with controlled access.
• In specific suppliers, entrance in hotel building is permitted.
• All kind of documents are received and delivered, using disposable gloves.
• Hand sanitizers have been added to many areas of the HOTEL, at key points for guests and personnel, especially those that are relatively remote from hand wash sinks.
• Enhanced the frequency of cleaning and disinfection has been increased, with a greater and distinct emphasis on co-working spaces (toilets, changing rooms, staff restaurant, meeting rooms, offices, etc.), as well as on common equipment (scanners, computers, switches, desks, photocopiers, etc.).
• We turned the daily cleaning of guest rooms into an option in selection.
• We carry out room air-condition filters sanitation before every arrival.
• We introduced changes in our restaurants, buffets, room service, in order to meet distance keeping requirements.
• Paper amenities in the reception are reduced. In the guest rooms paper amenities and decoration items (pillows, bed runners) are removed.
Our employees are encouraged not to come to work, in case of perception of symptoms alike COVID-19 and to communicate with our doctor.
• All employees were informed about best personal hygiene practices (hand washing, coughing sneezing on tissues to be discarded or at least on elbows, non-contact of hands with face, avoiding sharing objects).
• We created and keep safety stock in personal protective equipment and cleaning chemicals
• Finally, we keep traceability control of all employees on daily bases.

What to Expect During Your Stay?

Our zest to offer you an unforgettable and safe stay is our highest priority.
Things will be a little different on your upcoming visit. We are constantly following the latest government guidelines, as well as the World Health Organization's best prevention practices.

We are ready to offer you a great stay, but we need your cooperation in terms of:

Social Distancing. Social Distancing is a necessary practice in our hotel’s public settings. We have rearranged our lobby and other common areas to help to this direction. So, please be mindful of other guests and keep a 2-meter distance.

Masks and Other Protective Equipment. Our personnel wears masks while in public areas. There are places in our hotel, where you may need to apply face protection. In case you have no mask with you, please ask for one from the hotel’s front office.

Hotel Services and Amenities. For your safety, some services, or amenities such as pool, spas, restaurants, and daily housekeeping may be modified or suspended occasionally. You will be constantly informed.

Illness management. For your safety we reserve the right to ask for COVID-19 diagnostic testing, upon arrival or during your stay, according to sampling plan or if contagious disease symptoms appear. In cases where sickness occurs during the stay, please notify the Front Desk staff. A specialized health care professional will attend you. In the case of serious sickness, you may be requested to receive appropriate health care from a nearby healthcare facility. During epidemics, we are entitled to employ precautionary measures within our judgment or as required by the set protocol of the local authorities.

We are constantly following developments in the subject, the instructions of the relevant authorities of the state, ready to take immediate additional precautionary actions.

At your disposal for any information or additional clarification.

Yours sincerely

The Hotel Management Team

 

FREQUENTLY ASKED QUESTIONS

Check-in/ Check-out

  • Will there be contact with the reception during check-in?

The quick check-in process will take place at 2 different points at the reception area, under the guidance of its staff.

  • Is check-in and check-out conducted at the same time?

Standard check-in is now at 15:00 and check-out is at 11:00.

Transactions

  • Can I pay in cash?

It is strongly recommended that you pay for your daily accommodation expenses, using your credit card (cash will be accepted only in exceptional cases).

Social Distancing

  • How are you safely managing social distancing?

Discreet floor stickers are placed in front of the reception, as well as in the restaurant and buffet areas to maintain social distance.

Tables and chairs in all restaurants and bars are distributed, according to the Greek legislation. Also, all breakfast, lunch, and dinner meals in main and the rest of the restaurants require pre-booking.

Booking lists will only allow a certain number of clients per time slot.

Several areas will have specially designed signs to remind our visitors to keep their distance.

Information will be available to everyone.

Lifts

  • If there are lifts, are you keeping the lift keys sanitized & how many guests are allowed per lift?

Elevators can only be used by one person or a family of one room at a time.

It is recommended to use the stairs for the first 2 floors.

Outside every lift, Disinfection Dispensers will be installed for the use of guests.

Rooms / Housekeeping

  • How many times will I receive housekeeping services and linen changing?

Housekeeping services and daily change of linen is temporary stopped as a standard procedure. There is an ‘’option in’’ procedure installed for room cleaning and linen changing by giving a call to the Reception.

To obtain better cleaning and hygiene, all kinds of decorative objects (pillows, bed runners), as well as extra bed linen sets will be removed from guest’s rooms.

All printed multi-purpose information material will be removed and will be digitally available on the TVs in the rooms.

  • Will mini bar service be available in my room?

Mini bar service is temporary stopped as a standard procedure. All you need will reach you through room service.

  • How are you deep-cleaning regularly multi-use items, such as keys, key cards and safes, TV remotes and light switches?

All multi-use info material will be discontinued and will be available digitally on the room TVs.

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 sanitized before every arrival.

Guests’ health

  • Are you giving every guest a temperature check to make sure no one staying there is sick?

No, we will follow the Action Plan enforced by the legislation of the Hellenic Ministry of Health that recommends a dedicated doctor that will drive the procedure of any guests develops symptoms of COVID- 19.

  • 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 the Hellenic Ministry of Health.

  • The use of Mask is Mandatory?

A new decision for mandatory use of a mask during your stay was published in the Official Gazette . Specifically, as emphasized in the decision, there is an “obligation to use a mask in public gathering places: In commercial enterprises, service companies, office spaces (public services or private enterprises) and other closed and open public gathering places, not included However, in restaurants, the obligation to use a non-medical mask is imposed, in the context of the emergency measures to deal with the risk of the spread of the coronavirus.

Swimming Pools and Beaches

  • What are the procedures and measures at the hotel's swimming pools and beaches?

According to the pre-determined protocols, the umbrellas around the pools will have an increased distance between them and the sunbeds will be at least 2 meters away from each other to each direction.

The distance between the umbrellas on the beaches will be greater, with a minimum of 3 meters to each direction.

In the pools, is allowed one person per 5 sq. m. of water surface.

Before and after using swimming pools, clients must take a shower, using soap.

It is recommended to wash your feet, before entering the pools, as well as the constant use of anti-slip flip flops outside.

Please do not use swimming pools, in case of skin conditions, for example extensive abrasions or open wounds.

Staff

  • What are the basic hygiene standards that the staff will follow?

Every Hotels staff Team Member will strictly comply with the basic protective measures against COVID-19 announced by the World Health Organization (WHO) and the Hellenic Ministry of Health. All Team Members have received training for their health monitoring and the hotel is following staff’s medical screening procedure. Every Team Member will wear disposable gloves and masks throughout their entire shift.

Food & Beverage

  • Will breakfast be held for all guests at the same time?

No, there will be different slots and each client needs to pre-book the available slot, by using our application or at the reception desk.

  • 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 departments are placed, according to legislation.

  • Will hotel buffet be operating as normal?

Yes, it will. Kitchen Team Members will assist you, to be served from the buffet. The access to the buffets while be controlled.

The Staff will clean and disinfect all buffet surfaces, according to our reinforced cleaning and sanitation plan.

  • Will restaurants and bars be operating as normal?

Yes, they will. A reservation will be required, through our application or the reception desk. Please note that 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. Our Restaurant Team Members will serve you, using appropriate mask and gloves.

Animation

  • Will the hotel animation operate as usual?

A variety of open-air activities will be carried out, always in accordance with the measures set by the Protocol of the Greek Government. Group activities are not allowed at this time.

In the area of Star camp, only outdoor activities will take place, while indoor activities are not allowed, always according to the Protocol of the Greek Government.

Gym/ Indoor pool

  • Will the gym, the Underwater Music Bar and the indoor pool operate?

No, the gym, & the indoor pool at Creta Star will not be operating temporarily, under Greek legislation.

WHERE ARE WE?MAP

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contact info

P.O.Box 21, 74100 Rethymno, Crete, Greece
Tel: +30 28310-71812
Fax: +30 28310-71791
Email: reservations@aegeanstar.com
ΜΗ.ΤΕ 1401K015A0120700

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