Secure stays at Eurostars Hotel Company

Global measures for your safety

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You may soon be staying at one of our hotels, and when you do, we want to receive you with all the guarantees that ensure your health and well-being. That is why we have developed a rigorous protocol, with the awareness that now our greatest challenge is to maximize our safety standards and minimize the risks, both for our guests and our employees.

In this mission we have the support of technical advisers and partner companies that assist us in the different processes, from cleaning and disinfection, food safety, safe management of each operational area, health work and, of course, with the ultimate goal of ensuring the welfare of our guests.

Clean & Safe

With the client's safety in mind, we have developed the Eurostars Hotel Company Clean & Safe program. A plan that is based on 8 main ideas, and aims to become a solid guarantee for our guests and employees.

This set of guidelines will be applied through specific measures and interventions on the different spaces of the hotel.

1. Strategic collaboration with Diversey

Diversey is a world leader company specialized in professional cleaning and hygiene solutions. Their supervision and support is an absolute guarantee that the necessary measures are applied optimally for the total disinfection of our facilities, with specific protocols that are fully adapted to current circumstances.

2. Cleaning and disinfection protocols

All the protocols applied in cleaning and disinfection have been approved and designed together with Diversey Consulting, always following the recommendations of the health authorities and the WHO. We use certified virucidal products, totally innocuous and respectful with the health of our guests.

3. Development and monitoring of measures

Diversey Consulting, the professional division of food safety and risk management of Diversey, has developed a management programme for each operational area of the hotel in order to eliminate or reduce all possible risks to safe limits. This programme includes carrying out periodic follow-up audits to verify the correct implementation of all prevention measures.

4. Breakfast and catering

We have implemented new processes and new service and consumption formulas, without altering the quality of our guests' experience. All the products we offer are linked to certified suppliers and distributors

5. Interpersonal distance

All of our protocols have been designed to limit social interaction in order to protect our guests. The redistribution of spaces, a control of capacity and a reduction in human management (whenever possible) ensure that the safety distance is respected.

6. Digitization in the processes

Technology enables us to digitize processes in various procedures with the aim of limiting contact risk and reducing waiting times. Likewise, the new applications available at the hotel help to limit the use of physical media to transmit information, even improving the customer experience.

7. Development of new information channels

We consider that the access to information is essential to generate confidence and tranquillity. That is why we make sure that even before arrival to the hotel, the guest knows all the measures that are carried out in the establishment and any information that may affect him about the destination.

8. Training for all workers

All the teams working in the hotel receive continuous training on the new protocols, with permanent updating in new scenarios and access to all the information necessary to ensure the well-being of our guests.

This set of guidelines will be applied through specific interventions on the different spaces of the hotel:

1. Access and entry of the client in the hotel

The hotel entrance and lobby will receive a strict treatment in the application of protocols with the aim of preserving the hotel's facilities to the maximum extent and ensuring that they remain virus-free. For this reason, this space will be subject to an exhaustive control at the entrances, as well as the management of capacity and access and exit flows of the clients.

- Capacity control at reception and interpersonal distancing
Definition of a maximum number of people depending on the surface available at reception.
Distance markers, indicated by vinyls installed on the floor, information bases and digital screens.

- Disinfecting carpets at the entrance and disinfection stations
Installation of disinfection carpets at the hotel entrances to prevent the entry and spread of polluting agents.
Availability of hydrogel solution and disinfecting wipes at reception for the use of customers.
Disinfection of room keys and payment terminals after any contact and use between clients.

- Protective screens and individual protection equipment
Installation of protective screens at the reception desk to ensure proper separation.
Use of masks by the reception team.

- Digitized invoice management
Sending of invoices by email after the stay and recommended payment by credit card.

2. Treatment of common spaces

An exhaustive analysis of the hotel facilities has been carried out with the aim of optimizing operations and limiting situations of potential risk. We have focused on exhaustive disinfection, intensifying the frequency of cleaning of common areas and establishing dynamics that allow the required distance, always with the supervision of our partner Diversey and Diversey Consulting. In all cleaning and disinfection protocols we use products authorized by the Ministry of Health.

In addition, before its reopening, all our hotels have undergone a thorough disinfection of all their spaces and facilities.

-Exhaustive disinfection of the facilities and a correct ventilation
High frequency in the disinfection and cleaning of common areas, surfaces and furniture, reinforcing the areas of more traffic such as elevators and corridors.
Greater frequency in the cleaning of air filters and an increase in the ventilation level of air conditioning systems for air renewal.

-Control of capacity and adaptation of space
Redistribution and elimination of furniture to facilitate the cleaning of the space and ensure that the recommended safety distances are preserved.
Control to avoid crowds, as well as an exhaustive review of circulation flows in the facilities.

- Disinfection stations
Implementation of disinfection stations with hydrogel dispensers and availability of gloves for guests.

- Access to information
Uninterrupted access to information of general interest through screens in reception and common areas. Communication of established prevention measures and services available to guests.

- Controlled use of elevators
As in all transit areas with a high level of traffic, special care will be taken in the access and landing areas of the elevators, although the recommendation is to use the service stairs to access the different floors of the hotel. The number of people allowed for each trip will be determined by the size of the elevator.

3. Rooms

The cleaning and sanitation of the rooms will be taken care of exhaustively, through the use of virucidal products approved by the Ministry of Health. This cleaning will be especially rigorous when guests leave the room at the end of each stay.

The treatment of surfaces, textiles and other elements present in the rooms will be subject to a strict protocol following the guidelines set by our expert partner in safety and cleaning, Diversey.

-Cleaning of switches, knobs, handles, and other frequent contact points
Disinfection of windows, doors, cabinet knobs and drawers.
It includes all those elements with a high level of contact such as lamps, switches or climate control.
High disinfection of the telephone equipment present in the rooms, as well as the use of a protective cover on the television remote control.

- Treatment of surfaces and furniture, bathroom and adequate ventilation
Thorough cleaning of all surfaces with certified virucidal cleaning products approved by the Ministry of Health.
Extensive cleaning and disinfection of walls and countertops. Also of the shower and taps, toilet and bathroom.
Ventilation of rooms while cleaning tasks are carried out.

- Bedding and towels
Washing treatment at a temperature above 60ºC. Removal of used clothing in sealed bags to avoid contact with clean clothing.
Elimination of cushions or plaids for a better sanitation of the room.

-New bath amenities
Availability of gel, shampoo and conditioner dispensers, as well as disposable single-use cups. The rest of the amenities will be available on request.
Use of disposable single-use cups.

4. Catering and breakfast

From the restaurant area, new operational practices have been implemented to preserve the health of our guests, without deteriorating the experience linked to the service of meals and breakfasts. For this purpose, the breakfast offer has been redesigned, giving new approaches to service

-Capacity control and interpersonal distance
Limited number of clients in the breakfast room depending on the available surface.
Redistribution of space and furniture to guarantee the minimum interpersonal security distance. Reduction of the number of tables to ensure social separation.

-Disinfection station and staff protection
Availability of hydrogel at the access points to the space.
Waiters and service staff will be protected with masks.

-Food treatment
Managing sealed preserved single portions and individual preparations.

-Exhaustive cleaning and use of materials that are disposable for single use.
Sanitized tableware and intensive surface cleaning.
Priority will be given to the use of tablecloths, napkins and materials that are disposable for single use.

And also, now more than ever we stay true to our commitments

Our commitment to the welfare of guests

The care of the body and mind has always been present in our philosophy. This commitment is based on a proposal for a balanced and healthy diet, which is committed to fresh products of Km0 proximity.

The technology to improve the customer experience

We are committed to technology as a tool for the implementation of novel solutions, always prioritizing the quality of our guests' experience, both in the hotel and through our platforms, digitizing processes, the introduction of artificial intelligence, new treatments to share the information or the application of techniques to ensure hygiene and cleanliness in our facilities.

Innovation as a roadmap

Innovation is part of our DNA. We constantly reinvent ourselves to improve and successfully meet the demands of our customers, whatever the reason for their trip is. Any occasion is a good one to redesign experiences and processes, and certainly in moments of change and transformation, solutions and opportunities must be the light that illuminates the way.