COVID-19: INFORMATION ABOUT CORONAVIRUS IMPACT AND SAFETY AT THE HOTEL
UPDATE: 30 JUNE 2020
The health, safety and security of our guests and team members are of utmost importance for The Hotel. We follow all rules and regulations issued by global and local government closely and abide by the World Health Organization (WHO) recommendations and health guidelines in order to deliver and maintain a clean and safe environment for guest and team members alike.
A Health and Safety protocol, including in-depth cleaning and disinfection procedures throughout the property, has been put in place. Guidelines to our guest and team members have been formulated which include the installation of sanitation stations at all entrances and throughout the property, the use of Personal Protective Equipment (PPE) and protective screens, enhanced and recorded cleaning and disinfection frequency, social distancing in all areas and more.
Below you will find the Health and Safety Protocols we have put in place at The Hotel as well as the impact on our services & facilities that you can expect during your upcoming stay as some of our services and facilities are disrupted by the current situation. Please check this page regularly as it bound to change and evolve quickly.
We look forward to welcoming you at The Hotel in the near future.
HEALTH AND SAFETY PROTOCOL
After thorough review of all existing health and safety processes, we have developed and put in place a health and safety protocol that must be respected by all guests and team members. All steps of this protocol are important to reduce the spread of infection of COVID-19. We have done our utmost to reduce the number of touchpoints throughout your stay.
Our Team members have been educated about our new standard operating procedures through extensive training. They are aware of new risk analyses for their job and work environment and we have set up continuous follow-up trainings for them with increased focus on the importance of good hygiene. Our in-house prevention officer has been fully trained as hygiene & safety specialist.
If a guest or staff develops symptoms indicative of COVID-19, a detailed plan is put in place to handle this situation and to minimize contact of the ill person with all guests and staff of the hotel.
We have reinforced our cleaning procedures of rooms with a special attention to any surfaces frequently touched by guests and team members, including regular disinfection of door handles and all other steel/metal and plastic items and surfaces.
Rooms are allocated as much as possible so to leave a room unoccupied for a minimum of 72h. We spread guests among the different floors to avoid contacts in the corridors (for as long the occupation level allows it).
All linen used in our rooms is treated by an external company and washed properly, as always, in hot cycles (70°C or more) in order to disinfect them completely.
All unnecessary in-room accessories and amenities (Decorative pillows, bed runner, books, magazines, leaflets, etc.) have been removed. Coffee and tea making facilities and a stocked minibar remains available to guest staying in The Hotel.
The TV remotes control have been sealed in transparent plastic bags that are changed at every check-out.
The phones in the rooms are still available for guest to use and are disinfected regularly, however we encourage the use of your own mobile devices. Guests will be informed upon arrival of any useful number during their stay. These numbers will now also be reachable through messenger applications such as WhatsApp.
Guests are asked not to hold (private) meetings in their rooms, with other guests or with people not residing in the hotel.
The Hotel is a cash-free hotel and we encourage people to pay through contactless payment methods where possible. At the moment of check-in, full pre-payment of your stay is requested and all consumption is paid on the spot throughout your stay. Express check-out is encouraged. Invoices will be sent per e-mail only.
B. Public Areas
Special consideration is being given to the cleaning of common areas (halls, corridors, lifts, express check-out boxes, etc.) and to objects that are frequently touched (handles, elevator buttons, handrails, switches, door knobs, etc.). High touch surfaces at the front desk such as the payment terminal and desks are disinfected between guests.
Contactless disinfection gel distributors have been put in place at all building entrances and in strategic places throughout the hotel.
At the reception floor markings determine a ‘safe-zone’, accessible to team members only, and indicate the secure distance that guests need to abide by while waiting in line. Protective shields made out of plexiglass have been installed on the desks to protect both staff and guest from infection.
Packages delivered at The Hotel to the attention of a guest need to be picked up by the guest at the reception. No packages will be brought up to the room by a team member of The Hotel.
We highly discourage meetings in our public areas. Although lobby furniture will be cleaned more thoroughly and more frequently, we request guest to limit their presence in our lobby to the strict minimum.
The elevators should be used in a responsible matter by our guests and staff. As social distancing is not possible, only one person at a time should use the elevators. People from the same household are allowed to use the elevators together.
C. Food & Beverage
The Restaurant by Pierre Balthazar is currently closed until further notice. The Bar is open with limited opening hours. We abide by the rules set forth by the government in our operations at all times.
We respect social distancing; all tables have been set to permit a distance of 1.5m between each patron.
Patrons should wait to be seated by a staff member and should remain seated at all times except for using the bathrooms or for leaving the premises. Orders are taken at the table and not at the bar.
Cashless payment methods are encouraged, preferably contactless. Payment terminals are disinfected regularly. Payments are carried out at the table and not at the bar.
No cloakroom is available for patrons to use.
As per government restrictions, groups are allowed up to a maximum of 10 people.
Tables and chairs are cleaned and disinfected between every client. A menu is available on our website only, no paper menus are available.
In order to protect our patrons and our staff members, all team members wear masks while being on duty.
D. Meetings & Events
As Meetings & Events are currently not allowed by federal measures, with the exception of the essential meetings, and there are no recommendations from local authorities for the moment we have not elaborated our final protocol yet. Please check back in the near future as this page will continuously be updated.
Some of our meeting rooms can however be rented as temporary office space, with a pre-set and limited capacity to allow social distancing. During the use of this office space wearing a mask is obligatory. These temporary rentals are subject to availability, please contact firstname.lastname@example.org for more information.
IMPACT ON THE OPERATIONS OF OUR SERVICES AND FACILITIES
In compliance with the federal measures and in an effort to reduce the risk of contamination for our guests and team members, operations of some of our services and facilities might be affected during your stay at The Hotel.
A. The Restaurant and The Bar
The Restaurant by Pierre Balthazar is currently closed and will remain so until further notice.
The Bar is open from Monday to Friday from 16:30 to 23:00, on Saturday from 13:00 to 24:00 and closed on Sunday. Patrons should respect the health and safety protocol (see above) when visiting the bar.
Breakfast is available in pre-set format and will be delivered daily to your room between 7:00 and 8:00
Guests are currently allowed to order from Delivery Services, such as Deliveroo or Uber Eats, but will need to pick-up their order on the ground floor. Orders will need to be picked up from reception and consumed in your room.
Additionally, a selection of sweet and salty snacks and drinks are available for sale at reception in the Grab&Go fridge.
B. The Panorama Lounge
Accessible to guest from Deluxe Rooms and Suites, the Panorama Lounge is open during reduced opening hours, from 07:00 to 20:00. The food and beverage offer at the lounge is limited to a selection of drinks and dry snacks to be enjoyed complimentary.
C. The Urban Spa & Fitness
The Fitness, located on the 23rd floor, is open from 07:00 to 22:00, and available for in-house guests to use. A maximum of 6 guests can use the Fitness at the same time to allow social distancing. Windows of the fitness will remain open at all time to allow natural ventilation.
Guests are asked to disinfect the machines and equipment after usage. Disinfection wipes are at guest disposal in the fitness area.
In respect of federal measures, The Urban Spa is closed, including the Sauna and Hammam area. No treatments are being carried out until further notice.
We offer limited, on demand, cleaning services for guests staying beyond one single night, including change of linen and towels. In order to avoid possible contamination, we highly discourage guests to request housekeeping services. In case you would like your room to be serviced during your stay, please advise our team who will inform the necessary department.
E. Valet Parking & Porterage Service
Valet parking and luggage porterage service is currently unavailable at The Hotel. Furthermore, to avoid propagation of the virus, luggage trolleys are only available upon request.
Self-parking in our secured underground parking remains available to hotel guests only.
F. Hotel Access
For security reasons and to limit possible propagation of the virus, the access to The Hotel is limited to guests holding a reservation with us or visiting The Bar.
As per government restrictions, public bathrooms are accessible only to guests holding a reservation at The Hotel or to patrons of the bar
The main door of The Hotel is open from 14:00 to 22:00. Outside of these hours, guests are requested to call our manager on duty (+32 (0)491 71 04 37) to gain access to the property through the main door only.
G. Lost & Found
We have changed our lost & found policy. All items found in rooms or public areas are disposed of with the exception of jewellery, wallets, money, electronic devices and watches. For any information please contact email@example.com
H. Administrative Departments
Our staff applies social distancing in their daily work. Our administrative departments remain operational but most of our team members are working from home. They are available from Monday to Friday during office hours and the preferred contact method is by e-mail:
Reservations Department: firstname.lastname@example.org
Meetings & Events Department: email@example.com
Accounting and Finance: firstname.lastname@example.org
Human Resources: email@example.com
WHAT CAN YOU DO
- Wash your hands frequently or use our dispensers with hand sanitizer
- Maintain social distancing
- Avoid handshakes and hugs at any time
- Cough into a paper towel that you throw away. Then wash your hands.
- If you do not have a paper towel, cough in your elbow to prevent air droplets from spreading.
- Avoid touching your face: eyes, nose and mouth.
- Stay at home if you are sick and if you have been or may have been in contact with the virus, contact your doctor. Avoid going to a waiting room to avoid infecting other people.