Meliá Hotels International is very much aware that events related to the COVID-19 coronavirus and the intense amount of information it is generating requires us to make an extra effort regarding transparency, openness and proximity with respect to everyone who has placed their trust in our company.

Stay safe with Meliá

Given the extraordinary situation created by Covid-19, Meliá has devised an operational transformation strategy based on the following premises:

• Safety for employees and customers
• Reduced contact in interactions between customers and employees
• Optimisation of operational processes, simplifying and digitalising the service
• Adaptation of our brands to new paradigms and customer needs

Based on these principles, new cleaning, hygiene and social distancing measures have been developed to allow the opening of our hotels within a framework of confidence and safety.

NEW EXTRA CLEANING AND HYGIENE MEASURES

New cleaning equipment.

Diversey has published new cleaning and disinfection protocols, including new cleaning equipment and products to be used during the whole stay.

Special prevention plan.

We have created a special prevention and maintenance plan for air conditioning, heating, refrigeration and water systems.

Stay Safe ambassador in each hotel.

An ambassador is appointed in each hotel to guarantee the implementation of the Stay Safe with Meliá programme.

Personal Protective Equipment.

Specific personal protective equipment (PPE) and hygiene equipment. Training in food hygiene and health standards prior to opening for all employees.

Laundry procedures.

A protocol has been defined for laundries for washing and collecting linen during the stay and after the customer’s departure to avoid contamination.

Cleaning on request.

Customers can decide whether they want to use the cleaning service during their stay. Cleaning will always be done when the customer is out of the room.

Seals on areas and articles.

After disinfection of rooms and meeting rooms, all frequently used items (glasses and remote control) and the entrance to the room will be sealed.

Elimination of paper and waste bin.

All paper and stationery in the room will be eliminated and a digital directory installed on the TV and the Meliá APP. The bathroom waste bin will remain and must have a lid, double bag and non-manual opening system.

Elimination of items that are dry cleaned.

Decorative items that do not comply with new cleaning protocols (washing at more than 60º) will be eliminated. Example: cushions, plaid, etc.

Dispensers and prevention kit.

Hydroalcoholic solution dispensers for hand cleaning will be placed in public areas. Customers may also buy a prevention kit (masks, gloves and gel).

NEW PERSONAL SPACE: SOCIAL DISTANCING

Pre-arrival information.

Before customers arrive, they will be contacted and told about all the measures being taken and what their stay will be like. This information will be available and updated on melia.com.

New signage system.

A new signage system to inform customers and indicate how spaces will be used and the need for social distancing.

Protective screens.

Installation of protective screens in reception and in the dining room services.

Capacity reduction.

A space management tool has been implemented to reduce capacity in restaurants, meeting rooms and swimming pools and manage bookings to guarantee social distancing and personal space.

Buffet modification: market-style system.

Buffets adapted to a market-style format, with our expert chefs directly serving customers a wide range of different dishes. Aiming to optimise the flow of customers and reduce food handling.

New takeaway-meal service.

A takeaway service allows customers to enjoy their food wherever they wish (beach, room, etc.).

Hygiene certification.

Bureau Veritas will certify the hygiene, disinfection and quality standards in all operational processes.

Digital concierge.

Digital concierge through WhatsApp for individual and group customer service.