GUEST AREAS
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At ATELIER De Hoteles, the safety and tranquility of the guests who visit us, as well as of our staff, is essential. In all our resorts in Mexico we carry out various cleaning, hygiene and disinfection tasks with the highest quality standards.

At ATELIER De Hoteles we have implemented the innovative Shielded Vacations program, with the intention of promptly communicating and informing all our guests of the Prevention, Hygiene and Disinfection Protocols.

Given the current situation of the COVID-19 pandemic, ATELIER De Hoteles has created a “Health Squad” with the aim of ensuring that all established prevention and hygiene protocols are strictly followed.

We continue to monitor the situation of COVID-19, we follow the official information and advice of the Mexican Government at the State and Federal level, as well as the recommendations of the World Health Organization (WHO) to take care of our staff, as well as national and international travelers.

In all our resorts we are ready to receive all our guests and we have implemented the following sanitary and disinfection measures, divided into 5 main rubrics: 

1. GUESTS COMMON AREAS

Disinfecting mats at the main entrances of all resorts.
Bellboys and doormen will wear acrylic masks and gloves, and will perform disinfecting sprays on luggage upon arrival.
Measure of temperature with digital and remote devices, as well as a self-declaration test.
24-hour specialized daily medical service, face-to-face and virtually.
Use of the ATELIER APP for pre-arrival check-in, chat with e-Concierge for requests, detailed information on the Resort's Cleaning and Disinfection Protocol, request for food and beverages at the 24-hour Room Service.
Safe kits and bracelets delivery at check in.
Strict cleaning and disinfection protocol, with daytime spraying against COVID-19, of surfaces in sensitive public areas and high traffic, such as: elevators, handrails, bathrooms, bars, restaurants, kids and teens club, lobby and facilities for conventions.
Staff will wear a mask at Nuup Spa desk, the Convention Center and counters at the main and INSPIRA reception desks.
Staff will maintain a safe distance of at least 1.5 meters (5 ft).
Installation of "Shield Stations" with towels and antibacterial gel in public areas such as: reception, concierge, bellboys, Doodle Land, Nuup Spa, gym, boutique and on hostess podiums located at the entrances of all restaurants.
Installation of liquid soap dispensers at showers in pools areas.
Standard of maximum capacity according to social distancing policy in Convention Center venues.
Bracelet with digital key function to avoid direct contact with doors and handles.
Implementation of new maintenance programs for air conditioners, carpet vacuuming and disinfection of pool water.
Standard of maximum capacity in elevators not greater than 4 people.
Digital signage in various areas of the resort, as well as on internal TV channels and ATELIER APP informing the prevention measures and disinfection protocol.
Digital signage with healthy recommendations and possible symptoms of disease.
Balinese beds, lounge chairs or other furniture available in the beach or pool areas have a minimum "Safe Distance" of 1.5 meters  (5ft).
Clean, sanitized and disinfected towels are offered in all areas of the resort.
We adhere our processes and procedures to the strict operating standards of "Distintivo H", provided by the Ministry of Tourism of Mexico
Implementation of the Certification Program in Health Protection and Prevention in Tourist Facilities (CPPSIT Certificate) granted by SEDETUR and SESA of Mexico.
Guest identifier according to the city or airport of origin with confirmed cases of COVID-19 by passport.
Duly trained staff to identify any visible symptoms of respiratory disease.
In the event that any guest shows symptoms, they will be directed to the resort's onsite doctor for immediate medical evaluation, who can determine if admission to a hospital is needed. All corresponding areas must be advised to clean and disinfect.

2. SUITES INTERIOR AND AMENITIES

All suites spaces and devices such as telephones, remote control, door handles and knobs, and cleaning of balcony or terrace railings, are cleaned and disinfected thoroughly.
Certified nebulization spraying against COVID-19 prior guests arrival.
Disinfection of baths with chemical solutions.
Placement of safety tapes / seals on the door after cleaning and disinfection.
Cleaning staff must wear a hair net, gloves and face masks.
Hygiene kit with antibacterial gel and 2 face masks as an amenity in all suites.
Staff will avoid contact with any surface upon guests arrival to their suite.

3. RESTAURANTS & BARS

Antibacterial gel dispensers on hostess podiums.
Separation of tables at a safe distance.
Staff in direct contact with food and beverages must wear a hair net, gloves and face masks.
Only A la Carte menu is available at restaurants.
Digital menus are available in the ATELIER App and by QR codes.
Hand-wash protocol every 30 minutes.
Disinfection of areas at least twice per shift, including counters, desks, telephones, bank terminals, computers, etc.
Continuous training courses for staff to avoid direct contact with guests.

4. STAFF COMMON AREA

24-hour specialized daily medical service, face-to-face and virtually.
Temperature measure with digital and remote devices.
Creation of the "Health Squad" for the "Heart of the House" and implementation of specialized disinfection protocols for offices, kitchens and public areas.
Continuous training courses on new cleaning and disinfection protocols, as well as the correct use of protective equipment such as face masks, gloves and apron.
Social distancing at staff cafeteria and interdepartmental.
Mandatory hand-washing every 30 minutes before entering the staff’s cafeteria.
Use of masks and gloves in areas in contact with food processing.
"Home Office" program for administrative areas.
Implementation of the LEDS procedure (Wash, Rinse, Disinfection and Drying at room temperature) to disinfect surfaces and instruments.
Use of chemicals and detergents to wash and disinfect all areas.
Special handling of garments from Food and Beverage staff that will be deposited in hermetic boxes after washing.
We adhere our processes and procedures to the strict operating regulations of "Distintivo H", provided by the Ministry of Tourism of Mexico.
Implementation of the Certification Program in Health Protection and Prevention in Tourist Facilities (CPPSIT Certificate) Awarded by SEDETUR and Ministry of Health.
In the event that any staff member shows any symptoms, they will be directed to the resort's onsite doctor for immediate medical evaluation, who can determine if admission to a hospital is needed. In case of illness, the staff member will not be allowed into the facilities to work.

5. SUPPLY CHAIN AND VISITORS

Installation of disinfecting mats to enter the property.
Installation of dispensers and use of antibacterial gel on arrival and in all areas.
Temperature taking and evaluation of visual respiratory symptoms.
Health distancing management during all processes.
Use of sanitary protection equipment in all areas during all processes.

Covid-19 Detection Tests Service

At ATELIER de Hoteles we know how important is for you to enjoy a worry-free and safe experience while traveling. Also, we are aware of some of the international regulations and restrictions some countries are enforcing in a responsible effort to reduce the Covid-19 spread, so we are including the Antigen and PCR Tests Service in our Shielded Vacations® protocol, to have, as possible, a safe trip back home.

To be even more prepared, you can request the Antigen and PCR Tests Service from the very moment of your arrival, under the following guidelines:

  • Antigen and PCR tests are carried-out by an external laboratory.
  • If you are visiting us from the United States, or any other country which is accepting a negative antigen test, you can request it for you and your party at no additional cost.
  • PCR tests have an additional cost of $79 USD per person, payable to the external laboratory representative.
  • It is important to have your sample collected 3 days in advance prior to your departure flight.
  • Remember to make your appointment at the Concierge desk.
  • Service days and hours will be held as following:
  • If you are staying at ATELIER Playa Mujeres or ESTUDIO Playa Mujeres: Tuesdays, Thursdays and Saturdays from 10:00 am to 12:00 pm. Samples will be collected in a well-conditioned area within the resort premises.
  • If you are staying at ÓLEO Cancún Playa: Mondays, Wednesdays and Fridays from 10:00 am to 12:00 pm. The Concierge will escort you to the designated sample collection venue.
  • Take with you the symptoms letter to the sample collection appointment.
  • Results will be delivered to your email on the next 48 hours after the sample has been collected.
  • If you or any of your companions get a positive result on any of the tests, ATELIER de Hoteles will provide an isolation complimentary stay at the resort you previously booked, subject to the current Action Plan of the booked resort.
  • If you need to make an appointment out of the scheduled times, for one or the other test, visit us at the Concierge desk to consult availability and additional costs.

These actions are taking place in compliance with the Shielded Vacations® Action Plan so you canrest assured ATELIER de Hoteles is striving to help you go back home with peace of mind.

Visit the Frequently Asked Questions About Covid-19 Detection Test ▸

For more information, contact the Concierge desk at:

ATELIER Playa Mujeres and ESTUDIO Playa Mujeres
+52 (998) 500 4800

ÓLEO Cancún Playa
+ 52 (998)313 0126

Or send a message to assistance@adh.com

"Feel safe and travel with us safely.”

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