Having adopted strict hygiene measures and protocols, we wanted to take this opportunity to update you on what we are doing to help keep our Guests and staff safe and reduce the risk of exposure of COVID-19 across Neptune Hotels.

  • A health coordinator has been appointed to supervise and make sure the protocol is being followed
  • A coordinator has been appointed to oversee the implementation of the operating procedures in case of a suspected or confirmed case of COVID-19
  • Review of procedures regarding safety and hygiene according to new standards and ensure that they meet the latest updates and instructions
  • Review procedures regarding cleanliness and disinfection. Follow enhanced disinfection and deep cleaning practices in accordance to instructions given by Health Authorities (EODY).
  • Identification of “high-touch points” in each area and use of extra disinfection throughout the day. Our goal is to ensure effective prevention of and response to Covid-19 by protecting the health of our guests and our staff while minimising environmental impacts.
  • Hand sanitizers have been placed in all our facilities and its use is mandatory when entering or exiting them
  • An action plan has been developed to ensure a swift response to suspected or confirmed case of COVID-19 in accordance with the current instructions of Greek Authorities and Health Organisations (including protocols related to guests, suppliers and employees)
  • Antigen Tests are carried out on all hotel staff at least once a week by a health professional or house doctor who follows the guidelines of the National Public Health Organisation (NPHO) regarding the control of COVID-19
  • For hotel guests there is the possibility of getting a Molecular PCR TEST or a RAPID TEST onsite, carried out by a health professional, who follows the guidelines of the NPHO regarding the control of COVID-19
  • Ongoing staff training on new protocols. Comprehensive hygiene and prevention training programs based on the needs of each department, as well as COVID-19 awareness training
  • The hotel supports digital communication and encourages the use of an online ordering system for specific services in an effort to minimize contact between guests and staff
  • Regulated new stricter waste management procedures
  • Extra staff has been appointed to oversee that guests follow the social distancing procedures in various departments such as swimming pools, bars, etc.
  • Inform visitors about the updated rules of operation of the hotel through digital platforms (website, mobile application, TV channels) and brochures upon arrival
  • Implementation of food safety management system with ISO 22000:2018
  • Implementation of ISO 9001:2015 quality management system
  • Ensure that all Food Safety Policies are followed, in adherence to the latest instructions of Greek Authorities and Health Organisations
  • Doctor on call

       Diversey COVID-19 Safety Shield Certification 'Clean & Ready'                     diversey logoNeptune Hotels has passed Diversey's stringent WHO and CDC compliant hygiene audit with 100% performance, achieving the highest cleaning and disinfection standards that keep employees and guests safe. Be rest assured that you are in safe hands with our stringent hygiene practices and protocols we are following and we look forward to welcoming you to our hotel.

DOWNLOAD OUR HEALTH & SAFETY PROTOCOL 2022 ›   

 

Detailed Prevention Plan for Every Hotel Area

Reception:

  • Entry through automatic doors for contactless access to reception area
  • Availability of sanitiser for mandatory use before entering; staff monitors use
  • Mandatory use of a mask in the reception area by customers
  • Reception appropriately configured with floor markings to indicate distances of 2 metres for attending to guests and maintaining physical distance
  • Use of tablets for faster service at check-in; device is disinfected after every use
  • Disinfection of guest luggage with steam cleaner or appropriate certified disinfectant
  • Disinfection of room keycards with appropriate certified disinfectant before giving them to guests
  • Fast check-in for vulnerable groups
  • Staff trained in personal hygiene and observance of protocols regarding cleaning and disinfection, and compliance with measures to prevent transmission of the coronavirus 
  • Use of personal protection equipment by staff 
  • The cleaning and disinfection protocol has been revised and frequency of cleaning crucial areas after each use has been greatly increased
  • Masks are mandatory when using the lift. It is recommended that only 1 person use it at a time, unless additional persons are members of the same family.
  • In cooperation with an outside service with specialised personnel, samples will be taken regularly from critical areas (door handles, buttons, hand rails, etc.) to verify the cleaning protocol is being followed

 

Check-in – Check out:
Based on the health protocol, check-in time will be after 15:00, and check-out will be no later than 11:00

 

How will rooms be cleaned and disinfected?

  • The already high level of cleaning that takes place after guest departure is enhanced by detailed cleaning of all surfaces and high-touch points in the room, such as curtains, fabrics,
    furniture, light fixtures, switches, hangers, handles, chairs, etc.
  • Each room is cleaned with a separate set of cloths andsponges, which are taken inseparate bags to be washed, at over 70°C after each use
  • Adjusted room cleaning services to the guest comfort level
  • Specific rules have been applied regarding handling waste, used linens, recyclables, as well as clean linens, room preparation, transfer and handling in laundry area to prevent cross contamination and to protect
    staff and guests
  • A kettle and tea-/ coffeemaking facilities are provided in the rooms, and stationery and in-room collateral are available upon request. In addition, a list of hotel services can be found on the TV info channel and on the hotel’s own mobile app
  • In cooperation with an outside service with specialised personnel, samples will be taken regularly from critical areas (door handles, hand rails, surfaces, etc.) to verify that the cleaning protocol is being followed

 

How will common areas be cleaned and disinfected?

  • Cleaning and disinfection protocol for restroom facilities has been revised
  • Staff training in personal hygiene and observance of protocols regarding cleaning and disinfection, and compliance with measures to prevent transmission of the coronavirus
  • Use of dedicated cleaning equipment for each common-use area 
  • Cleaning and additional disinfection of critical contact points in at the common areas
  • Regular cleaning of common-use areas and additional cleaning at peak hours
  • In cooperation with an outside service with specialised personnel, samples will be taken regularly from critical areas (door handles, hand rails, surfaces, etc.) to verify that the cleaning protocol is being followed.

 

How will the main restaurant operate?

  • Maximum number of guests entering and being served at the restaurant
  • Before entering the premises guests are obliged to wear a mask and use hand disinfectant as supervised by staff. A mask must be worn while entering or exiting the restaurant, or when food is being served. It can be removed at the table
  • Observance of required distance from customers while serving 
  • Wine lists will also be available in electronic form (with a QR code) and printed wine lists will be disinfected after each use 
  • Minimum distance between tables depending on arrangement from 90 centimetres to 1.70 metres
  • Cleaning and disinfection protocol for restroom facilities has been revised 
  • Staff training in personal hygiene, food hygiene and observance of protocols regarding cleaning and disinfection, and compliance with measures to prevent transmission of the coronavirus 
  • Tables and chairs disinfected after each use
  • Use of personal protection equipment by staff 
  • Compliance with HACCP rules (ISO 22000:2018) 
  • In cooperation with an outside service with specialised personnel, samples will be taken regularly from critical areas (door handles, hand rails, surfaces, etc.) to verify that the cleaning protocol is being followed.

 

How will the restaurants operate?

  • Restaurants will operate normally
  • Maximum number of guests entering and being served at each restaurant 
  • Availability of sanitiser for mandatory use before entering; staff monitors use 
  • Minimum distance between tables depending on arrangement from 90 centimetres to 1.70 metres 
  • Menus will also be available in electronic form (with a QR code) and printed menus will be disinfected after each use 
  • Cleaning and disinfection protocol for restroom facilities has been revised
  • Staff training in personal hygiene, food hygiene and observance of protocols regarding cleaning and disinfection, and compliance with measures to prevent transmission of the coronavirus 
  • Tables and chairs disinfected after each use
  • Compliance with HACCP rules (ISO 22000:2018)
  • Restaurants will remain closed one day a week
  • In cooperation with an outside service with specialised personnel, samples will be taken regularly from critical areas (door handles, hand rails, surfaces, etc.) to verify that the cleaning protocol is being followed.

 

How will the bars operate?

  • The cleaning and disinfection protocol for the bars has been revised
  • Staff have been trained in personal hygiene, food hygiene and observance of protocols regarding cleaning and disinfection, and compliance with measures to prevent transmission of the coronavirus 
  • Maximum number of seats 
  • Use of mobile phones for contactless ordering from sunbeds 
  • Menus will also be available in electronic form (with a QR code) and printed menus will be disinfected after each use
  • Sanitiser available in the areas
  • Cleaning and disinfection protocol for restroom facilities has been revised 
  • Tables and chairs disinfected after each use 
  • Compliance with HACCP rules (ISO 22000:2018)
  • In cooperation with an outside service with specialised personnel, samples will be taken regularly from critical areas (door handles, hand rails, surfaces, etc.) to verify that the cleaning protocol is being followed

 

How will the swimming pools operate?

  • All outdoor pools will function normally
  • Signs at each pool list rules of use and all measures 
  • Cleaning and disinfection protocol for pool water has been revised in accordance with the new health protocol. A system is in operation throughout the day to monitor levels and activate an alert when parameters exceed limits. Laboratory analyses is also conducted regularly.
  • A maximum number of people permitted to use the pool at one time has been established for each pool
  • The procedure for using the pool has been revised, with mandatory showering and use of antiseptics before and after using the pool
  • Minimum distance between umbrellas is 3 metres
  • Tables, chairs and sunbeds will be disinfected after each change of user 
  • In cooperation with an outside service with specialised personnel, samples will be taken at critical points (door handles, hand rails, etc.) to verify that the cleaning protocol is being followed 
  • Neptune Hotels is certified to the ISO 9001:2015 standard and has implemented a management system since 2005

 

How will the beach operate?

  • The beach will operate normally 
  • Signs list rules of use and all measures 
  • A maximum number of people entering the beach has been established 
  • Minimum distance between umbrellas is 4 metres 
  • Minimum distance between sunbeds placed on the lawn is also 4 metres 
  • Cleaning and disinfection protocol for restroom facilities has been revised
  • Tables, chairs and sunbeds will be disinfected after each change of user 
  • In cooperation with an outside service with specialised personnel, samples will be taken regularly from critical areas (door handles, hand rails, surfaces, etc.) to verify that the cleaning protocol is being followed.

 

How will Neppi Land operate?

  • Use of indoor - outdoor facilities with a maximum number of children permitted 
  • Use of antiseptic upon entering
  • The cleaning and disinfection protocol of outdoor areas has been revised
  • Staff trained in personal hygiene and observance of protocols regarding cleaning and disinfection, and compliance with measures to prevent transmission of the coronavirus 
  • Staff will monitor observance of safe distancing amongst the children
  • In cooperation with an outside service with specialised personnel, samples will be taken regularly from critical areas (door handles, hand rails, surfaces, etc.) to verify that the cleaning protocol is being followed.

 

How will the fitness centre operate?

  • Maximum number of guests entering and being served 
  • Users will be admitted by prior arrangement only and personal information will be noted, as required by the health protocol 
  • Signs list rules of use and all hygiene and protection measures, as well as physical distancing 
  • Sanitiser available; use is mandatory when entering and exiting the facility 
  • Bottled water and towel available for fitness centre users at no charge
  • Exercise equipment placed 2 metres apart 
  • Cleaning and disinfection of equipment after each use
  • Staff trained in personal hygiene and observance of protocols regarding cleaning and disinfection, and compliance with measures to prevent transmission of the coronavirus
  • Use of personal protection equipment by staff 
  • Changing rooms and saunas may not be used based on the health protocol
  • Staff will provide a towel to each guest free of charge. Cold water cooler is available at the gym
  • In cooperation with an outside service with specialised personnel, samples will be taken regularly from critical areas (door handles, hand rails, surfaces, etc.) to verify that the cleaning protocol is being followed.

 

How will the spa operate?

  • Customers will be served by appointment only 
  • Use of personal protection equipment by customers and staff
  • Use of antiseptic upon entering
  • The indoor pool, Jacuzzi, sauna, hammam and steam room will not be in use based on the health protocol
  • Customers may not bring personal items with them
  • Staff will provide the following services: manicure, pedicure, facials, body treatments, massage, hairdressing 
  • Staff trained in personal hygiene and observance of protocols regarding cleaning and disinfection, and compliance with measures to prevent transmission of the coronavirus 
  • Deep disinfection of spaces after each service for 30 minutes with steam cleaner 
  • Cleaning and disinfection protocol for restroom facilities has been revised 
  • Masks are required in spa areas 
  • In cooperation with an outside service with specialised personnel, samples will be taken regularly from critical areas (door handles, hand rails, surfaces, etc.) to verify that the cleaning protocol is being followed.

 

How will water sports and the Sport Park Office operate?

  • Sign-ups for the programme through a mobile phone app or at the cashier
  • Cleaning and disinfection protocol for restroom facilities has been revised 
  • Use of antiseptic upon entering
  • Maximum number of participants per class
  • Signs list rules of use and all hygiene and protection measures
  • Staff trained in personal hygiene and observance of protocols regarding cleaning and disinfection, and compliance with measures to prevent transmission of the coronavirus 
  • Cleaning and disinfection of equipment, life vests and suits after each use
  • Maintaining physical distance between student and instructor 
  • Students may use the same suits throughout their stay 
  • In cooperation with an outside service with specialised personnel, samples will be taken regularly from critical areas (door handles, hand rails, surfaces, etc.) to verify that the cleaning protocol is being followed.

 

How will private transfers operate (e.g. from the airport to the hotel)?

  • Availability of sanitiser for mandatory use before entering; use monitored by driver 
  • Staff trained in personal hygiene and observance of protocols regarding cleaning and disinfection, and compliance with measures to prevent transmission of the coronavirus
  • Revised cleaning and disinfection protocol, with significant increase in frequency of cleaning critical points in the vehicle after each use
  • Capacity on transit vehicles is limited to 50%
  • In cooperation with an outside service with specialised personnel, samples will be taken regularly from critical areas (door handles, seats, etc.) to verify that the cleaning protocol is being followed

 

What if there is a case at the hotel?

  • Staff have been trained in the event they observe a guest with Covid-19 symptoms to notify the appointed action plan coordinator 
  • The hotel informs guests upon arrival on how to protect themselves from Covid-19 in a number of ways. Signs are placed at various locations around the hotel and a special channel on room TVs provides information on Covid-19 
  • Guests developing symptoms which may be indicative of a coronavirus infection should phone the doctor on duty at the hotel. Outside the doctor’s duty hours, guests should contact Reception, which will notify the doctor and the appointed action plan coordinator. 
  • The doctor will see patients in their room. The doctor will assess the situation following an examination and inform the patient of the established procedure to be followed, depending on the severity of the case 
  • Based on the guest’s clinical picture, the doctor will decide whether the patient should undergo laboratory testing. Where patients require emergency hospitalisation and present a serious clinical picture, they will be transported to a local health facility as a suspected Covid-19 case.
  • In the interval until the test results become available (2 hours), the guest and their close contacts (e.g. family, companions, etc.) must remain isolated in their room
  • Meanwhile, the patient’s close contacts will also have to be tested. They will continue to receive meals through room service and must remain isolated in their guest room until the test results are available

 

What will not be available:
Based on the health protocol, the following will not be in operation:

  • Of the Spa facilities: Indoor pool, jacuzzi, sauna, hammam and steam room
  • Of the Fitness centre facilities: sauna & whirlpool 
  • Play room

 

 

Frequently Asked Questions

This page contains information for existing and future guests. As COVID-19 continues to impact humanity, we want to arm you with all the necessary information needed to decide to book your holiday with us.

Do you have any questions after reading this page? Then do not hesitate to contact us; we are ready to answer them.

Thank you for your support and loyalty, and we hope to see you soon!


Updated: 01.05.22

Questions & answers

  • What's changing in Greece on 1 May? Does it affect may stay at the hotel?

    Starting May 1:

    – travelers to Greece will be able to enter the country without presenting a digital covid certificate which indicates whether someone has been vaccinated against Covid-19, a recovery certificate or a negative test



    – admission to restaurants, cafes, bars, shops and entertainment venues will be allowed to all. The vaccination certificate, test or proof of recovery requirement has been dropped




    Within the premises of the hotel,
    guests are able to enjoy the services as stated in our current health & safety protocol.

    You may download it here:
    EN Version

    In general:

    * Masks are used only indoors

    * Guests can go to the hotel's restaurants. When indoors they have to wear their mask until they are seated.

    * All the services including Sports and Neppi Land operate normally as stated in our health & safety protocol.



  • Current regulations for travelers returning from Greece to Germany, Austria, Holland or Switzerland

    Return from Greece to Germany: Information at a glance

    * Registration (PLF form) before return: NO

    * Covid test for vaccinated and recovered people before return: NO (proof of vaccination or convalescence is sufficient)

    * Covid test for unvaccinated people before return: YES – PCR test or rapid antigen test (max. 48 hours)

    * Quarantine obligation in Germany: NO

    This applies to children: Under 12 years no 3G proof required (3G = vaccinated, recovered, tested)

    Entry into Austria

    * Terms applicable until September 30, 2022

    * All persons over the age of 12 require a 3G ID for entry/return to Austria. (3G = vaccinated, recovered, tested)

    * A negative PCR test (not older than 72 hours) or an antigen test (not older than 24 hours) counts as test proof.

    * Self-tests are not accepted.

    * The costs for a required test are to be borne by yourself.

    * Without 3G proof, entry is only possible with registration and 10-day quarantine. The quarantine can be ended as soon as a negative test result (PCR or antigen) is available.

    Entry into Switzerland

    * Since February 14, travelers from ‘non-risk countries’ have been able to enter Switzerland again without any further obligations.

    * There is no longer a need to present proof of vaccination, proof of recovery or a negative test, or a completed immigration form.

    Arrival in the Netherlands

    For the Netherlands, the following is valid (since 23.03.2022):

    * Proof of vaccination or recovery no longer needed

    * No longer need to show proof of test, recovery or vaccination when you travel (back) to the Netherlands.

    * Health declaration (plane or ferry): If you travel by plane or ferry show your completed health declaration when boarding.

    Urgent advice to everyone

    *For travellers with a vaccination certificate or a recovery certificate, the urgent advice is to take a self-test before meeting others or going back to work/school.

    *Travellers without vaccination or recovery certificate are strongly advised to test themselves on days 2 and 5 after arrival. This can be done with a self-test or at the GGD. If you have any symptoms or if a self-test is positive, always have it tested at the GGD.

  • Is it safe to travel to Greece due to COVID-19?

    In contrast to some other European countries, Greece applied tough restrictions to contain the coronavirus in an early stage and managed to keep the numbers down. These measures are amongst the most proactive and strictest in Europe and have been credited internationally for having slowed the spread of the disease and having kept the number of deaths in Greece amongst the lowest in Europe.

    Tracking Covid in Greece

  • Can I travel to Greece? Requirements for Visitors

    From 15 March 2022 onwards, travellers visiting Greece are no longer required to fill out the Passenger Locator Form (PLF).



    Additionally, as of Sunday 01.05.2022 and for as long as the epidemiological data allow so, all travellers arriving in Greece, regardless of their country of origin, are no longer required to display a valid certificate of vaccination or recovery from COVID-19, or evidence of a negative test result from SARS-CoV-2 infection (PCR or Rapid Antigen test).



    However, a simplified PLF remains in operation, the completion of which is OPTIONAL, for the sole purpose of enabling the traveller / family to issue an EU Certificate of negative or positive COVID-19 test result. Travellers, who decide to fill out the simplified form, will receive the PLF with their unique Quick Response (QR) code via email (the QR code will be provided in a link in the email). The PLF can also be found on the Visit Greece app and at travel.gov.gr. It is strongly recommended that all visitors download the Visit Greece app (GDPR compliant) for free, prior to their arrival in Greece.

  • What happens if I have to cancel my reservation -which is Non-Refundable or 50% Non- Refundable or Free Cancelation- due to Government restrictions of travel?

    If travel is restricted at the time of check in, or maximum 5 days prior to check in, due to government announcements, you can request a cancelation of your reservation via email at reservations@neptune.gr. We will refund the full amount of the deposit you have given us, as long as you can demonstrate evidence of the restriction to travel (e.g. Government announcements).

  • What happens if I get infected with covid-19 and I can't travel?

    As per previous question and answer, we will refund the full amount that was charged to you as a deposit. An official certificate of positive PCR test to Covid-19 will be required.

  • What happens if the airline company cancels my flight just before I travel to Kos?

    In this case, we will refund the full amount of the deposit you have given us with the condition that you can demonstrate evidence of the cancellation of your flight.

  • From which countries can tourists travel to Greece?

    The countries from which entry is allowed, under the aforementioned conditions, without the requirement for subsequent self-isolation are:

    EU & Schengen Area countries, USA, UK, Albania, Armenia, Australia, Azerbaijan, Bahrein, Belarus, Bosnia and Herzegovina, Brunei, Canada, China, Israel, Japan, Jordan, Kosovo* (This designation is without prejudice to positions on status, and is in line with UNSCR 1244/1999 and the ICJ Opinion on the Kosovo declaration of independence), Kuwait, Lebanon, Moldova, Montenergro, New Zealand, North Macedonia, Qatar, the Russian Federation*, Rwanda, Saudi Arabia, Serbia, Singapore, South Korea, Thailand, UAE, Ukraine.

    *For the Russian Federation, from 30.6 passengers must carry a negative PCR molecular test result from a testing laboratory taken up to 72 hours before arrival, or a negative antigen (rapid) test result taken up to 48 hours before arrival regardless if they are vaccinated or not.

    *Non EU citizens are strongly advised to choose direct flights to Greece. In any other case, travelers should abide by the stop-over country requirements.

    Passengers are allowed to enter the country through all international airports and all ports.

    ... latest updates

     

  • What precautions has Neptune Hotels Resort, Convention Centre & Spa taken against COVID-19?

    Glad you asked!
    Neptune Hotels has complied with all directives regarding the decontamination and sanitation of our property and we remain vigilant, monitoring and immediately responding to this situation as needed. Moreover, we have been using this down time to implement new operational procedures to further enhance our existing protocols, ranging from housekeeping to guests arrival and food service protocols, whilst making every preparation to welcome you back to our resort soon.

    Moreover, at Neptune Hotels we support contactless services. We have developed a mobile application which offers the opportunity to find all the information on the hotel here, buy food and beverages from our Beach and Pool Bars contactless as well as order Room Service directly from your mobile phone. And we are constantly looking to increase the contactless services offered.

    See also the Covid Page with updates

  • Do you have a plan in place in the event of a confirmed case at the hotel?

    Yes, we have developed an in-depth standard operating procedure that has been shared with our team members to ensure a swift response to suspected or confirmed cases of COVID-19.

  • When is Neptune Hotels going to open?

    Neptune Hotels intends to open on Wednesday May 4th, 2022. We have already started preparing for your holiday next year and we look forward to welcoming you to our hotel and treat you with the utmost care and courtesy.

  • How can I get help with an existing reservation?

    Our reservations department is available from Monday to Friday from 08:00 to 16:00 hrs. You can contact our team by email: reservations@neptune.gr or by phone: +30 22420 58907.

  • Does the hotel offer onsite testing for COVID19?

    At Neptune Hotels your safety & comfort is our top priority. If you would like to do an Antigen test or you are required to present a negative COVID-19 PCR test result for your trip back home, our hotel is offering testing options (for a fee) in order to seamlessly facilitate this process. Both tests are performed on property so no-one has to leave the resort. Moreover, our medical staff in the hotel will be available 24/7 and can assist if required. To guarantee a smooth testing procedure, please make sure to arrange the appointment for your test on time. The rapid test must be taken no later than 48 hours before your departure and the PCR test no later than 72 hours before your departure. Therefore, please make sure to have arranged your appointment beforehand, in order to receive your test results on time. Please contact the doctor’s office at 8181 or 8267 for more information or for scheduling your appointment.

  • What is the cost of the Covid test if the guest chooses to have it in the hotel?

    The cost for a scheduled PCR test at Neptune Hotels is €80. The guest must call the hotel doctor's office (tel. 8181) at least 72 hours before the departure of his flight, in order to schedule the appointment. Otherwise the cost of the PCR test without an appointment is €120.For a rapid coronavirus test, the cost is €28. This test (by Roche) is approved and accepted by the German and British authorities to permit the visitor to board a plane and return to their own country.

  • How do I cancel my booking?

    In case you have made your reservation directly with us you can contact our reservations department (reservations@neptune.gr) in order to advise you about the cancellation policy.

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  • Great resort with TOP amenities!

    Our guests say

    Great resort with TOP amenities!

    Mega service, great ambience! Clean rooms and excellent cuisine! Practical and unobtrusive implementation of the COVID hygiene measures! Many Thanks!

    - Andreas Becker -

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