Guest Information

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).
• 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)
• 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
• Installation of markings, signs and instructions throughout the hotel
• 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

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.

  HEALTH & SAFETY PROTOCOL 2020 ›   

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
• 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 (gloves, mask)
• 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?

• 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 
• Cleaning and disinfection of floor 
• Cleaning and additional disinfection of critical contact points in the room
• Use of personal protection equipment (gloves, masks) by staff and single-use aprons 
• Use of cleaning equipment for each room with disinfection after each use
• Use of steam cleaner when cleaning rooms after guest departure
• Additional disinfection of fabric surfaces in the room after guest departure
• Limited frequency of room cleaning, to be conducted additionally at the guest’s request
• The following are provided to the room at the guest’s request: coffee & tea making facilities, bottle opener, pen & notepad, laundry service
• 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 personal protection equipment (gloves, masks) by staff and single-use aprons
• Use of dedicated cleaning equipment for each common-use area 
• Use of steam cleaner or disinfectant at critical points
• Cleaning and additional disinfection of critical contact points in at the common areas
• Regular cleaning every half hour 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
• Availability of sanitiser for mandatory use before entering; staff monitors use 
• Observance of required distance from customers while serving 
• Floor markings indicate distances 
• Placement of a protective plexiglass screen at the buffet 
• Wine lists will also be available in electronic form (with a QR code) and printed wine lists will be disinfected after each use 
• Service at the buffet will be provided only by food services staff wearing the indicated personal protection equipment and observing all necessary measures to prevent transmission of the coronavirus by eliminating customer contact with the food and utensils at the buffet
• Minimum distance between tables depending on arrangement from 70 centimetres to 1.70 metres
• Service from generally accessible automatic serving devices will be provided only by food services staff after placing order 
• 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 (gloves, mask) 
• Compliance with HACCP rules (ISO 22000:2005) 
• 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, including the new MEATing Grill House 
• 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 70 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
• Use of personal protection equipment by staff (gloves, mask) 
• Compliance with HACCP rules (ISO 22000:2005)
• 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 
• Signs list rules of use and all measures 
• Floor markings indicate distances 
• 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 
• Only individually pre-packaged goods will accompany beverages
• Use of personal protection equipment by staff (gloves, mask)
• Compliance with HACCP rules (ISO 22000:2005)
• 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 4 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 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
• Use of personal protection equipment by staff (gloves, mask) 
• Based on the health protocol, interior area will not be in operation. This will not affect the operation of the Neppi Land outdoor 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 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 (gloves, masks) 
• Changing rooms and saunas may not be used based on the health protocol
• 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 (gloves, masks) by customers and staff
• Use of antiseptic upon entering
• Physical distancing and floor markings at Reception 
• 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 personal protection equipment by staff (gloves, masks)
• 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%
• Mandatory use of personal protection equipment by staff and customers (gloves, mask)
• 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
• In the event a Covid-19 case is confirmed, the patient will be transported in a specially equipped hospital vehicle to the quarantine hotel designated by state authorities
• 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 Neppi Land facilities:
  Indoor spaces 
• Of the Fitness Centre facilities:
  Sauna & Whirlpool 
• Real Madrid Foundation 
• Archery
• Play Room
• Proteas Restaurant