Leading responsible tourism
Iberostar has been working on hygiene, security and health for its different destinations and on its promise to take care of the customer, collaborators, suppliers, commercial partners and also the environment.
For over 60 years we have being operating with the highest standards, and now in times of COVID we are enriching and strengthening our procedures and protocols with a holistic view, scientific rigour and without taking a step back in caring for the ecosystem. Now more than ever, we need responsible tourism that cares for people, the environment and is committed to creating healthy environments. We want to look after everything to protect our employees and our customers.
And we do this a unique way, following the science to ensure health safety without giving up our commitment to circularity policies as part of the Wave of Change movement to protect the environment and oceans. We have incorporated a Medical Advisory Board, made up of biologists and doctors specialised in public health in the tourism industry. The experts who form the new team are Sebastian Crespi Rotger, founder and CEO of the Biolinea Internacional consulting, and Dr Javier Perez Fernandez, specialist in intensive care and Medical Director in the best hospitals in Miami (USA). Following their recommendations and the ones from the public authorities and sanitary institutions, we have developed measures to safeguard our employees and guarantee the customers’ experience, implementing new procedures in restaurants, and during check-in, using masks made of recycled material and implementing measures which favour frequent hand washing to minimise the use of gloves.
Our commitment to circularity policies
All these measures comply rigorously with the Iberostar Group’s circularity policies, which promote a more resilient ecosystem that is free of single-use plastic and where only products that minimise environmental impact are used. The new disinfection and sanitation protocols against COVID-19 have been verified by SGS, the global leader in inspection, verification, analysis and certification.
The goal is to make our customers feel safer than ever, to help them leave their matters aside and make them feel as good as always.
THE FOUR DRIVING FORCES
HOW WE CARE values
- SAFE ENVIRONMENTYour safest holidays
- STANDARDS OF HYGIENEClean Space, Safe Space
- SOCIAL DISTANCINGStay apart, remain united
- SMARTEST INNOVATIONLeading innovative luxury
Safe environment
Authentic leadership to ensure that employees, customers, communities and the ecosystem are protected.
• External certifications such as Earth Check or Crystal International Standards, among others and the verification of protocols by SGS (world leader in inspection, analysis and certifications) reinforce the company’s commitment to health.
• Faithful compliance with the WHO recommendations and local laws.
• Safe access with health checks for suppliers and employees.
• 24/7 centralised medical service with ambulance available and safety/isolation rooms within the hotel itself.
• Check of all goods and products that arrive at hotels, favouring local and sustainable provenance.
• Food from known, local and sustainable origins, with the unique focus of our Honest Food philosophy and with the assurance of controlled traceability.
• Specialised personnel, trained and equipped with hygiene and protection measures.
Hygiene standards
We are reinforcing and demonstrating our preparation in terms of cleaning, hygiene and disinfection, keeping all the spaces of the hotel free of worry.
• Advice from virology experts to adapt our protocols to the new situation, increasing the frequency of disinfection of all spaces (before and multiple times a day) and establishing an always-on cleaning process.
• New cleaning measures and protocols with certified and sustainable products and natural-based systems that ensure sterilisation with a minimum impact on the water system and waste disposal in line with our circularity policies.
• Specific protocol to disinfect rooms, cleaning of textiles in washrooms and employee access to rooms.
• Excellent and safe buffet, with a single touch point, individual presentation of the gastronomic offer and making use of the process to minimise food waste.
Social space
We are enhancing the use of open and outdoor spaces, including it as a safety measure, but also as a real luxury that we will enjoy these holidays.
• Large natural spaces in the resort bring you close to nature and protect employees and customers. Signage indicating the flow of people is now being added.
• Hotel occupancy at a maximum of 70% capacity to reinforce security and other measures, such as spacing between loungers and other furniture.
• Fewer tables in à la carte restaurants and increased space in our buffets, taking advantage of outdoor areas and creating new outdoor dining experiences.
• Eco-2-Go Star Café: increase of take away options using compostable or reusable packaging to ensure circularity.
• Room service to enjoy the best of our gastronomy in a more intimate environment.
•Entertainment. Entertainment. Experiences, workshops, activities and live music shows outdoors (or indoors with capacity limit).
• Family activities in smaller groups and with prior reservation.
Smartest innovation
We are promoting innovation at the service of information and communication, to be as close as ever without contact.
• Digital pre-check-in and online check out: safer and more recommended, but also more agile and comfortable. My Room Online service temporarily suspended.
• We are reinforcing our paperless philosophy: the use of paper decreases in restaurants and rooms, with information available in digital media: App, Totems, QR Code
• Touchless experience with the App or via the 24-hour e-concierge to access all our services in just one click: book a table for dinner, check the menu or search for leisure activities among others.
• Star Camp: through the figure of the “medic superhero”, we will explain to children how they have to interact and play together, with adapted procedures to the new situation, games with safe distances, etc.