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HEALTH AND CLEANING PROTOCOLS

Our commitment

At Senator Hotels & Resorts our priority is your health

With over 53 years of experience in the industry, we have always been innovative in many protocols and cleaning standards. Now even more, we join your concern for our collective health, and we have put in place new and reinforced protocols of hygienization that allow everyone to enjoy our facilities and have a safe stay.

+ HIGIENIZACIÓN POR OZONO

Además de la limpieza y desinfección habitual con productos DIVERSEY, desinfectaremos con OZONO habitaciones, zonas de paso y zonas nobles de forma permanente.

In addition to the usual cleaning and disinfection with DIVERSIFIED products, we will disinfect rooms, passage areas and public areas regularly with OZONE. This disinfectant biocide is very powerful and efficient against all types of microorganisms, and eliminates odors and any polluting agents such as viruses, fungi or bacteria in the air.

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CLEAN ROOMS

Temporary protocol

We reinforce the daily cleaning protocol of your room with special emphasis on the high-touch areas like the knobs and the light switches.

After guests check-out, the rooms will remain unoccupied for at least 24 hours and will undergo a disinfection process.

We’ll reduce amenities to prevent contagious elements, and everything will be at your disposal at reception if you need anything.

All our cleaning products will be complemented by disinfectant.

Each room will receive an ozone treatment after each occupation.

SPECIALIZED PERSONNEL

Temporary protocol

We reinforce the jobs necessary to guarantee our guests’ safety and protect our staff under all health regulations. We also protect our staff through EPIS.

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APPROVED DISINFECTION

You will find approved hydroalcoholic gel dispensers for mandatory use in most areas of our establishments.

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CHECKIN ONLINE

Streamline your entrance from home, reducing paperwork and waiting time at reception. We keep innovating for you.

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POOLS

Temporary protocol

We will have a designated staff that will disinfect each sunbed and lounge chair after each use.

Sunbeds and lounge chairs will be located at least 1.5 m apart.

At the end of the day, the pool area will undergo a thorough disinfection process.

RESTAURANTES

Temporary protocol

Our buffet will continue to offer the same as always. Access to the restaurant will be limited, and we will stress the use of a predetermined buffet circuit to avoid congestions. Safety distance will be maintained between tables.

Guests must cleanse their hands with the hand sanitiser provided at the entrance to the restaurant on arrival, and they will find more dispensers throughout the buffet to ensure proper hygiene. Guests must wear a mask while in the buffet and children must be accompanied by an adult at all times.

We have back-up staff in charge of keeping occupancy under control, avoiding crowing and ensuring all buffet surfaces and tools – like the tongs for picking up food – are cleaned regularly. Single-use napkins will be provided.

In any case, you will still be able to enjoy the usual all-inclusive top-shelf brands at our bars. Our buffet will go back to being the way it was as soon as it is permitted.

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ANIMATION

Temporary protocol

Our entertainers will receive specific training to carry out activities with small groups.

Reforzaremos los miniclubs por edades, priorizando actividades al aire libre y evitando contactos. We will divide the Kids Clubs by age, prioritize outdoor activities and avoid physical contact. All the material used in the activities will undergo a thorough cleaning and hygiene process.

As soon as possible, we will offer you again the usual animation.

FREQUENTLY ASKED QUESTIONS

What is the maximum capacity allowed in the hotels?

We will never admit more than 70% of the hotel’s capacity. However, we will always take into consideration the prevailing regulations regarding the permitted capacity in hotels, restaurants and pool areas.

Will there be different time slots for accessing the restaurants?

Our facilities will never reach 100% of their capacity. However, we might have to set several consecutive time slots for breakfast, lunch and dinner in order to guarantee the safety distance between guests. But we will always take into consideration the prevailing regulations.

Will access to the pool be limited?

Pool area capacity will conform with authorities’ guidelines at all times. The capacity will depend on each hotel, although we will always ensure that the hotel never exceeds 70% of its capacity. The Guest Service in charge of hammocks disinfection will also take care of avoiding the hammock “booking” and will be responsible for controlling the distance between guests.

How often is the pool cleaned?

Every morning, before opening, the floor staff is responsible for thorough cleaning and disinfection of floors, showers, handrails, hammocks, and other elements. During the day, Guest Service staff carries out cleaning and disinfection in the area.

How many hammocks can a family of four use? Can they be together or must they be separated?

The hammocks are arranged in groups, separated from each other by a safety distance of 1.5 meters. However, they can be moved and grouped by family groups, always under the supervision of Guest Service staff.

Will the services included in the All-Inclusive plan be reduced?

No. Neither the services of the All-Inclusive plan nor of any other plans or board types will be reduced as a result of the new protocols. We will simply change the way the services are provided.

Depending on the features of each hotel, the buffets will be:

– Buffet-circuit with pre-established routes to avoid crowding, with controlled capacity and mandatory use of masks.

– Buffet assisted by the kitchen staff (show cooking).

In all cases, the strictest hygiene measures will always be applied.

What will the entertainment be like?

The activities will be for smaller groups sorted by age groups and will mostly consist in outdoor activities that won’t involve contact between the participants, but always adhering to our motto: “With entertainment always in your heart.” Our staff will disinfect the materials every time they are used.

For the little ones we have programmed many outdoor activities as well as activities to raise awareness about the safety measures that we must comply with, but always from a playful approach. In outdoor activities, children are not required to wear a mask.

– We will have visits from our pets Delfi and Diver, who will accompany us at certain times and come to greet us (keeping their distance, of course).

Must I wear a mask in the hotel facilities?

Wearing a mask is not necessary when among people of the same family group or when safety distance can be maintained, but this recommendation is subject to the prevailing regulations. Wearing masks is required in the buffet throughout the pre-established circuit.

Are the water slides open?

Yes, the water parks and slides are open. The areas that aren’t in direct contact with water, such as handrails or showers, will be disinfected more regularly, whereas the water slides will always be disinfected thanks to the constant flow of chlorinated water. No special footwear is required to access the slide area.

Access will be limited based on the prevailing regulations applicable to this type of facilities. We will also make sure social distancing is maintained with the help of our lifeguards, who will still be present at the water slides.

Can I go to the beach?

The city halls of the different municipalities are the ones in charge of making sure their beaches remain clean and hygienic, and of making sure the rulings and instructions issued by the State at any given time are adhered to.

Which payment methods do the hotels currently accept?

We accept all payment methods known to our guests, but for safety reasons we recommend you pay with credit card or add payments to your room charges to avoid handling cash insofar as possible.

Are the cleaning and disinfection procedures the same in the Playamarina, Paraíso Playa and The Residences apartments and in Senator Mar Menor?

Yes, the cleaning and disinfection procedures in the apartments and the hotels are the same.

Furthermore, the apartments will contain cleaning products and utensils for guests to use at any time during their stay.

Which brand of cleaning products do you use?

We use world-renowned certified products such as Diversey and Ecolab. More specifically, we use products by these brands that are effective against a wide range of pathogens such as bacteria, viruses, fungi and yeasts. They are not harmful to health, surfaces or the environment.

Is the online check-in compulsory? How far in advance can I do it?

The online check-in is not compulsory, but it is highly recommended to avoid surprises at reception, reduce paperwork and speed up your entry. You can check in to all hotels from any computer or mobile device.

You can check in online as soon as you receive your tracking number. In the case of the Roulettes, you can check in once you know the name of the assigned hotel.

How can I pick up the room key?

Once you arrive at the hotel, please go to the reception desk. If you checked in online, you will have priority access and will only need to hand in your documents to receive your room key. Otherwise, the key delivery procedure will be as usual.

How will textile items such as bathrobes or swimming pool towels be delivered?

We have removed many non-essential textile elements from our rooms, such as bathrobes. If during your stay you wish to order any of these textile elements, we will bring them up to the room in a hermetically sealed bag.In the case of swimming pool towels, you can request them as always at reception and they will be delivered to you with the relevant safety measures.

Regarding meals, do I serve myself or does the restaurant staff do it?

Our buffets will be as you know them, but to guarantee your safety we implemented a series of measures: there will be an access control to limit capacity, and you will be required to use hydroalcoholic gel at the entrance and to wear a mask during the whole tour, also in the live kitchen.

Are the spa centres open?

Yes, the hotel spa centres are open and operating with all necessary hygiene, safety and distancing measures in place.