Covid 19 - Our Commitment to Health & Wellbeing

CEO Message | Safety Practices | Booking Policy

 

CEO Message

Dear Valued Guest,

As we navigate through this challenging period, our colleagues have continued to embody the philosophy that guides Capella service excellence, whilst maintaining the highest hygiene standards to safeguard the health and wellbeing of all guests and colleagues. In response to the COVID-19 situation, we have evolved elements of our operational strategy to ensure we can safely continue to uphold our legacy of offering the highest level of personalized service.

We have implemented preventive policies and procedures across all properties consistent with recommendations by WHO and CDC. Such measures include mandatory temperature checks and health declarations for all suppliers and guests on arrival; frequent disinfection of all public spaces and increased sanitisation of high-touch areas; twice-daily temperature checks and personal protective equipment for all colleagues and the rollout of in-depth response plans. To enable appropriate safe distancing, our new procedures also cover the reorganisation of F&B outlets and updates to our spa services to minimise contact. Guests will also enjoy the option of contactless in-room dining and housekeeping services.

To provide a comprehensive overview of our new procedures, we have restructured our training to support colleagues in crafting the same experiential service during this new, contact-lite era. Beyond our institutionalised training certifications, we remain diligent in inculcating these new preventive processes by providing ongoing education for our colleagues through daily line-ups and other training platforms.

At Capella Hotel Group, the welfare of our guests and colleagues will always be our priority. Rest assured we have taken all precautionary measures to prevent the spread of COVID-19 and will dedicate the same level of passion, energy and focus we have for service excellence into ensuring a safe environment during your stay.

For now, we will take this unprecedented opportunity to reflect and rediscover the long-forgotten values that truly matter to us. I’m confident we will emerge from this situation with a new-found appreciation for the wonders of travel.

Please stay safe.

Sincerely yours,


Nicholas Clayton
Chief Executive Officer

 

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Safety Practices

We understand it is a privilege to be trusted in crafting a perfect stay for our guests as the future of travel changes. We pledge to create a safe and welcoming environment for all guests from the moment their reservation is confirmed until departure.

  • Health Checks
    All guests and suppliers will receive a temperature check and health declaration form upon arrival. We seek the understanding of individuals with a temperature of ≥38°C or displaying symptoms to travel later and we can help arrange a doctor’s appointment if required.
  • Increased Sanitisation
    Partnering with international hygiene specialists, Ecolab and Diversey, we have embraced the best practices in cleaning standards which are audited regularly by our hotel’s safety committee. Guests can explore our hotels with peace of mind as we meticulously address public spaces and high-touch points including room keys using hospital-grade chemicals. We also present guests the choice of having their luggage handles sanitised upon arrival.
  • Enhanced Housekeeping
    Increased duration of housekeeping services to encourage a more comprehensive cleaning of our suites and villas. We strive to be immaculate and take extra precautionary measures such as employing colour-coded microfibre cloths to avoid cross-contamination. Special attention is devoted to high-touch points such as glassware, telephones, control panels, bathroom handles, minibar and its contents.
  • Safe Distancing
    We have seamlessly reconfigured all public spaces including restaurants and The Living Room to facilitate safe distancing without compromising on service and style. A minimum 1.5-metre safe distance is also communicated throughout our hotels and resorts, from elevators to our heart of the house operations.
  • Contactless Services
    Guests are empowered with cashless payments, digitalised menus, contactless in-room dining and housekeeping services. They are invited to discover relaxation with our expanded spa offerings featuring lite-touch treatments such as healing through the use of energy crystals, sound therapy and Reiki.
  • Air Quality
    Take a breath of clean air in our rooms, restaurants and public areas which are fitted with individual air-conditioning ventilation. Engineering protocols have been adapted to include more frequent cleaning and inspection of air-conditioning units.
  • Care Pack and Hand Sanitiser
    Guests can find delight in a curated Capella Care Pack containing face masks, hand sanitiser and cleaning kit for personal devices. Hand sanitizers are strategically placed on all floors and at high-contact areas of the hotel. Guests visiting restaurants can request for sanitised pouches to store masks or new masks after their meal.
  • Colleagues Duty of Care
    We take pride in enriching the lives of our colleagues. Our responsibility to their welfare translates to healthy meals rich in anti-oxidants and weekly fitness activities such as Pilates and Zumba. Temperature checks are conducted twice a day and we will provide personal protective equipment for their safety. Colleagues displaying symptoms will be advised to see a doctor and rest at home until they feel better.
  • Ongoing Training
    We have restructured and increased our training to support colleagues in providing the same experiential service during this new contact-lite era. With our increased intensity in training, we are confident in fulfilling our pledge of creating a pleasant environment for all. Beyond receiving institutionalised training certification, colleagues will enjoy ongoing education through daily line-ups as well as other communication platforms.
  • Improved F&B Safety Measures
    Our imagination in culinary arts is parallel to our desire for crafting a safe dining experience. We adhere to the seven principles of HACCP, the internationally-recognised hallmark of excellence for food preparation and hygiene. All dry and fresh produce are disinfected and packed outside the kitchen before being stored to avoid contamination. We also keep kitchen utensils in UV boxes. Guests can further ease any worries by requesting for disposable utensils and private dining arrangements in suites or villas.
  • Upkeep of recreational centres
    Our spas and fitness centres continue to welcome guests with a prior reservation. Appointments will be staggered to set aside ample time for deep cleaning of facilities in-between treatments. We are committed to keeping our pools safe for swimming by elevating our cleaning protocols while maintaining a healthy PH and chlorine level.
  • Protecting our Little Stars
    Parents can rest assured their Little Stars are in excellent care with us. Group activities are limited and will require prior reservation to facilitate safe distancing between children. All toys and facilitates are sanitised every 30-minutes or after use.

 

 

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Booking Policy

Capella Hotels & Resorts cancellation policy and waivers for room reservations:

  • For existing and new individual reservations from 06 May until 30 June 2020, cancellation fees will be waived in full, as long as the cancellation is made before 30 June 2020. Please note that changes for existing reservations are subject to room and rate availability.
  • For new individual reservations for any future date beyond 30 June 2020 until 30 September 2020, no deposits will be required and postponements or cancellations are permitted at no charge up to 24 hours before scheduled arrival. Please note that changes for existing reservations are subject to room and rate availability.
  • For new individual reservations for any future date between 30 September 2020 and 30 June 2021, advance deposits may be applicable 21 days before scheduled arrival. Postponements or cancellations are permitted at no charge up to 21 days before scheduled arrival. Please note that changes for existing reservations are subject to room and rate availability.
  • Exclusions may apply during periods of peak demand with city wide events restrictions and individual reservations booked into an existing group block. For more information please refer to individual property rate rules and group contracts.
  • For reservations booked via Online Travel Agents or other third-party travel provider, please contact the respective provider for information on their cancellation policies.
  • For group reservations the respective Capella hotel will work closely with the meetings planner to manage changes on a case by case basis.

 

 

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