Due to the Covid-19 health crisis, our hotel operations have been adapted to guarantee safety for our customers and compliance with regulations. Additional cleaning and hygiene measures have been implemented and some procedures and spaces have been adjusted.
We have been advised by Diversey and certified by Bureau Veritas and created the Stay Safe with Meliá operations guide to ensure the rigorous application of the health and safety recommendations made by the World Health Organisation (WHO) and national health authorities in every country in which we operate.

Measures include intensifying cleaning processes, modifying spaces to guarantee social distancing, and redesigning processes to reduce interaction with customers. These measures may alter the availability of certain services in this hotel and also provide new experiences focused on digital solutions.
ECEPTION

On arrival at the hotel, you will see some changes to ensure you enjoy a safe and comfortable stay. The first thing we will do is take the temperature of all guests on arrival to help make the hotel as safe as possible. That’s also why everyone who enters the hotel, both customers and employees, will also have to walk over a disinfection mat.

Normal processes will be available such as check-in (with the possibility of doing it 48 hours before arrival through melia.com or the APP for MeliáRewards members), check-out, general assistance and other information.

Services that will no longer be available are:

Concierge (only digitally or telematically)
Sale of excursions
Valet parking service: not available in the early stages of the easing of restrictions
Airport shuttle service (check availability)

ROOM

We want to make your room a temple. A safe space where we have intensified cleaning and disinfection processes, sealing some items to guarantee their sterility.

The daily room cleaning service will be maintained provided the guest is outside the room. If guests do not want their room cleaned, towels will still be changed every day
A special Covid-19 amenities kit including a mask, gloves and hydroalcoholic gel will be available for guests (check availability at the hotel)

Some services will also be modified:

Laundry service: only available in Paradisus hotels on request through the APP
Minibar service on request (initially empty, products available on request through the digital concierge)
All amenities kits (dental, shaving, shoe shine, shoe horn, etc.) will be available on request. Only essentials such as shampoo and soap will be kept in the room
Irons, tissue boxes and non-fixed hairdryers will be available on request

Superior Rooms and Suites that form part of The Level, RedLevel, ME+ or The Reserve will continue to be available and will offer these services with some adaptations (where there is a Lounge):

The breakfast in the private lounge will be served à la carte. A full breakfast can be taken in the main hotel dining room
Permanent drinks station in the private Lounge served by staff
Aperitif service in the private lounge at specific times and with individual portions or table service
Complimentary welcome drinks served by staff
Shared items (such as books or board games) will not be available
Free ironing of one garment per stay will not be available

view more
RESTAURANTS AND BARS

Enjoy the pleasure once again of sharing a table with your loved ones. Try the rich and varied dining options including new concepts, but with the same quality as always.

All Food and Beverage service areas will always respect capacity restrictions and social distancing. If necessary, customers will be informed on arrival or through the application about the need to make bookings in order to control capacity and respect social distancing. The following services will also be modified:

The buffet breakfast will be adapted to serve a wide range of cold dishes and products in individual portions and a choice of hot dishes made to order or à la carte
A la carte breakfast in premium hotels, possibly accompanied by some pre-prepared cold dishes
Lunch and dinner buffets will also be adapted to offer a self-service choice of cold dishes and products in individual portions and hot dishes made to order or à la carte
À la carte and speciality restaurants will always require a prior reservation
A takeaway service is also available
Live cooking stations and corners will be created in resorts with service by staff in open-air areas
Room service will be prepared with the greatest care and delivered to the hallway outside the room
Minibar products can be ordered through the digital concierge or the hotel food and beverage outlets
The drinks service in the sundeck area will use a "press and I’ll come" button or will be on request depending on the hotel
In hotels in which dining areas are closed in compliance with local regulations, the following will be offered:
A pick-up picnic breakfast
Picnic or Grab&Go lunch and dinner
Room service
Minibar products can be ordered through the digital concierge or the hotel food and beverage outlets

To minimise risks, the dining area services that will be modified or will no longer be offered are:

Transformation of the classic self-service buffet into a market-style service concept
Menus in rooms, restaurants and bars (they will be available on the APP or through digital signs or blackboards)
Complimentary beverage stations
Ending dish preparation at the table

view more
SWIMMING POOLS

Continue enjoying a refreshing dip in our pools. To make this possible, we have adapted the layouts to ensure social distancing between different groups of people at all times.

All the appropriate pool management and maintenance processes will be applied, as well as specific cleaning and disinfecting measures both around the pool and in the immediate surroundings, the showers and pool steps.

Pool towels will be available in the room on arrival and will be changed during the daily room cleaning service. In large resorts this may be reinforced with other stations in the beach and pool areas to offer replacements.
ACTIVITIES AND ENTERTAINMENT

It's time for fun. We have planned a varied programme adapted to social distancing requirements, so you can continue enjoying activities with maximum safety for children and adults. The programme is available through WhatsApp with the Digital Concierge, the APP or with a QR code.

The children's entertainment programme is designed to guarantee social distancing, always outdoors, and avoiding contact games or any need to share things
Our entertainment team will require everyone to wash and disinfect their hands at the beginning and end of all activities
Workshops and classes: Outdoor activities will be prioritised and set up to ensure social distancing
Performances: They will be done outdoors, whenever possible, or in indoor areas with reduced capacity and set-ups which ensure social distancing

GYM AND SPA

Enjoy our facilities, work out in the gym or relax in our spa. Provided we can guarantee the safety of the facilities, we will continue to offer services such as heated pools, gym, water circuit, showers in the pool area, sunbeds, changing rooms, showers and toilets. To control capacity in the gym, entrance will be by appointment or based on assigned periods.

Spas will offer a reduced list of treatments adapted to this new situation and available on appointment. Customers can see the services available through the digital concierge, the APP or with a QR code.
MEETINGS AND EVENTS

Celebrate your event in our hotel, with new layouts to respect social distancing and official regulations at all times.

Flexibility and new set-ups with our Signature Meeting Rooms
Signage systems that guarantee appropriate transit for groups and separation between them and other customers: digital screens, signs on the floor, stanchions and ropes
Use of digital applications for relationships between meeting planners and the hotel events manager
Hospitality Desk with protective screens, hydroalcoholic gels and basic health information
New maximum capacities and redistribution of furniture in public areas (waiting rooms and foyer)
Digital experiences: Virtual site inspections and set-up previews using 3D diagramming tools
Viricidal protocols and products for cleaning and air conditioning: Use of disinfectant mats at the entrance and rooms sealed after disinfection
New set-ups: glass bottle of water per person, sealed frequently used items, stationery on request and sealed whenever possible using sustainable materials.
Gel dispensers at the entrance to the rooms, public areas and toilets
Guarantee of catering services in a private dining room or reserved part of the restaurant for each group
Possibility of collecting food from both group menus and à la carte restaurants
Self-service minimised (single-use alternatives, covered pre-served individual dishes), eliminating food being handled by customers
Coffee breaks and buffets always served by staff
Live cooking stations and corners with service by staff, encouraging outdoor locations