PUTTING YOUR SAFETY FIRST

Our hotel chain dates back over 60 years and our top priority has always been to guarantee the health and well-being of our employees and guests. It is still our top priority, now more than ever, to continue with our commitment to high quality standards that are the essence of our brand. Therefore, in addition to following the recommendations of the competent authorities and the World Health Organization, we have implemented a strict protocol of health and safety measures to guarantee that you can enjoy a worry-free and 100% safe well-deserved rest. Because caring for you is our greatest satisfaction.

Our inspiring principles to guarantee guest and employee safety are: social distancing, disinfection, reducing contact with shared items, employee health monitoring, providing information to employees, customers and suppliers and training employees. We will also have an action protocol for cases of infections, with advice from a qualified medical service, as well as medical assistance at the hotel itself.

RECEPTION

  • To avoid having to touch documents physically, we have implemented an online check-in for bookings made through our websites or contact centre. A few days before your arrival you will receive an email inviting you to check in online. All you have to do is complete your details and those of the people staying with you.
  • When you arrive at the hotel, just identify yourself at the priority check-in desk and our reception team will have your room card ready.
  • When you confirm your booking we’ll send you information about the measures we are taking, and what your stay will be like. And if you have any questions before arrival at the hotel, you can contact us by calling +34 951 560 715 and we will clear up any doubts. 
  • We will provide hand sanitizer at the entrance, along with a disinfectant mat, which all people and pets must walk over. The workplace and all work tools will also be disinfected at the end of each working day. 
  • All objects and surfaces in busy areas that may be touched or contaminated by different people, such as lift or machine buttons, stair handrails, door handles, buzzers, etc. will be cleaned and disinfected at least once every two hours during the corresponding periods of use.
  • Installation of a container with disinfectant for holding used keys / keycards.
  • Disinfection of suitcases and POS machines after each use.
  • We have developed a special prevention and maintenance plan for air conditioning, cooling and water circuit systems to ensure maximum air quality and the disinfection of end points and equipment.
  • Social distancing and the use of Personal Protective Equipment (PPE) by employees will be controlled.
  • Installation of screens.
  • To avoid contact, guests will be provided with a customer service telephone number to answer any questions during their stay.
  • In lobbies, screens on information totems will not be interactive for the moment and information will be displayed on a loop.
  • Maximum occupancy in lifts will be restricted to people from the same family group, unless everybody is wearing masks.
  • We have sought advice from the best, Diversey and Promiquia, as benchmark suppliers for cleaning and disinfection products; Quirón Prevención in the area of Prevention and Occupational Risks; and Cristal as the company that audits our processes.
  • Priority will be given to using the hotel’s app to consult information and schedules, to avoid the distribution of documents.
  • The temperature of guests will be taken upon arrival at the hotel, always with their permission. There will be a specific protocol for anybody showing symptoms compatible with COVID-19.

ROOMS

  • In addition to cleaning, the room will be completely disinfected between guests, following a documented procedure.
  • Special attention will be paid to equipment with a high level of use or contact (telephone, remote control, taps, etc.).
  • Hangers will be sanitised between guests.
  • All items used to disinfect rooms will be safely disposed of.
  • Rooms will be ventilated for at least 5 minutes daily.
  • Trolleys and the office will be cleaned and disinfected at each shift change.
  • Air conditioning may be used.
  • Cleaning and disinfection staff will be protected by PPE (personal protective equipment). An internal procedure has been put in place to avoid cross-contamination of the room’s bedclothes.
  • Cleaning and disinfection will take place when guests are not present.
  • To avoid having to handle documents, both the room service menu and directory will be available through a QR code.
  • Waste bins with a non manual opening and a double bag inside will be made available.
  • Non-essential items such as decorative objects, coffee makers, magazines, leaflets and laundry bags will be removed from rooms; toiletries will be reduced to the basics and a dispenser of sanitising gel will be placed in each room.
  • The room minibar service will be avoided if the establishment cannot guarantee its disinfection between guests, although the service will be available on request.
  • Check lists will be followed to verify cleanliness.
  • An ambassador will be appointed for each hotel to ensure that all health, hygiene and safety measures are being followed.
  • Creation of a “disinfection team” that will specialise in cleaning rooms occupied by people with confirmed or suspected cases of coronavirus. 
  • If any patients cannot be transferred to a hospital, a specific area of the hotel is reserved with strict room allocation, occupancy and cleaning measures.

BUFFET

  • There will still be buffet meals, but with individual table bookings and shifts to avoid overcrowding.
  • When you arrive, the receptionist will tell you about the times you can choose and will ask if you want to keep them for the rest of your stay or change them.
  • Suggested or predefined routes will be set up through certain areas to avoid crowding and to prevent contact among guests.
  • Children under 12 must remain seated at tables while their parents go to get food.
  • It will be mandatory to disinfect hands when entering the hotel.
  • An even stricter routine of temperature monitoring and more frequent replacement of serving utensils have been established.
  • Tables will be covered by disposable tablecloths and the cutlery will be laid on the table.
  • After each cleaning process, the materials and personal protective equipment that are used will be disposed of safely.
  • Signs will be put up informing guests about hygiene and disinfection measures to make sure that they are aware of and respect them.
  • We are serving an assisted buffet at Fuerte El Rompido and Fuerte Conil-Resort, with protective screens and individual plate servings. At Fuerte Grazalema, Fuerte Marbella and Amàre Marbella, each guest will be required to wear gloves and a mask when around the buffets, which will now have more individual portions, more packaged products and more show cooking. 
  • Individual packets of vinegar, salt, olive oil, sugar, etc. will be available and decorative items will be removed.
  • A member of staff will escort guests to their table. 
  • Seats will be assigned with social distancing in mind and to avoid areas where people move around, among other measures.
  • Drinks will be served at the table.
  • Credit card payment and room charges will be encouraged to avoid handling cash.

BAR/RESTAURANT

  • It will be mandatory to disinfect hands when entering the hotel.
  • An even stricter routine of temperature monitoring and more frequent replacement of serving utensils have been established.
  • Tables will be covered by disposable tablecloths and the cutlery will be laid on the table.
  • After each cleaning process, the materials and personal protective equipment that are used will be disposed of safely.
  • Cleaning and disinfection of workstations at each shift change and disinfection of the POS machine after each use.
  • Signs will be put up informing guests about these hygiene and disinfection measures to make sure that they are aware of and respect them.
  • A member of staff will escort guests to their table. 
  • Individual packets of vinegar, salt, olive oil, sugar, etc. will be available and decorative items will be removed.
  • Social distancing of two metres between tables will be maintained. 
  • Waiters will be protected by masks and gloves when serving or accompanying guests.
  • Capacity control, to make sure that it is not exceeded at any time.
  • Gatherings of up to a maximum of 10 people per table or group of tables are allowed on terraces of hotel and catering establishments. The table or group of tables used for this purpose must be of suitable size for the number of people to allow minimum safety distances between people to be respected.
  • Credit card payment and room charges will be encouraged to avoid handling cash.
  • Culinary options accessible in digital format. QR codes on tables with a direct link to the establishment’s menu. Dining establishments will also have blackboards or lecterns with information about the culinary options on offer.
  • If it is not possible to use technology, it must be possible to disinfect menus and information documents between each use.

POOL AND BEACH

  • Social distancing will be respected, cleaning and disinfection of the pool and Jacuzzi areas will be intensified and water disinfection products suitable for the current situation will be used. 
  • It will also be ensured that the staff make careful use of personal protective equipment such as masks and gloves.
  • Sunbeds and sunshades will be set up at a safe distance from each other and cards will no longer be required to hand in wet towels after each bathing session. 
  • There will still be sunbeds on the beach and a sunbed food and drink service at the Amàre Marbella and Fuerte Marbella hotels. There will be a minimum of two metre between pairs of sunbeds.
  • They will be disinfected before and after each use.
  • It will be obligatory for a member of staff to accompany you to show you which sunbed you can use.
  • Fuerte El Rompido will still provide a boat service to the beach. Social distancing will be enforced on the boat. Sailings will be scheduled based on any regulations in force at the time.

ENTERTAINMENT AND FORTI CLUB

  • Activities in small groups to ensure that social distancing is respected. Staff will be properly trained and will use protective equipment.
  • Wherever possible, activities will be held outdoors and sharing objects will be avoided. See measures.
  • Authorised hand sanitiser gel containing virucide will be made available.
  • All equipment will be disinfected after each use. A more frequent cleaning and disinfection schedule will be followed. Hygiene measures such as hand disinfection will be put in place at entrances to recreational areas. Staff responsible for looking after children will follow strict personal hygiene measures, including frequent hand washing and disinfection.
  • There will be a guaranteed period of no activity between sessions/classes for cleaning and disinfecting the room.
  • As always, kids will be able to enjoy a programme of outdoor activities. Upon arrival at the hotel, parents will be informed how to sign up for activities and our staff will inform them of the safety protocol.
  • Your little ones will still be able to enjoy events such as Forti Disco and Forti Cinema, just as they did in the past. However, according to the protocol established in the buffet section, Forti Dinners will no longer be offered.
  • Our playroom at Fuerte Marbella will be open. On arrival you will be informed of the opening hours so that you can book.
  • At Amàre Marbella you’ll be able to enjoy DJs on the beach and shows in Belvue. And at Fuerte Hoteles you’ll find nightly entertainment at the bar.

SPA

  • Specific disinfectant equipment and continuous cleaning of surfaces in the Spa that are touched the most (counter, door knobs, railings, sunbeds, etc.).
  • Sanitising gels available.
  • Locker use controlled by reception. Cleaning and disinfection after use.
  • Cleaning and disinfection of cubicles after each use.
  • Water disinfection kept at the maximum permitted levels.
  • Sterilization of work tools.
  • Room capacity control and social distancing measures. 
  • Information on prevention, and risk areas marked with signs with advice on prevention.
  • Changing rooms will be closed to groups. They may be used individually or by several members of the same family group. 
  • Masks and gloves must be used by both therapists and guests.
  • Toilets and bathrooms must always be used by one person at a time, and they will be sterilised after each use. Disposable towels and sanitising gel in automatic dispensers will be used.
  • Protective plastic will be used to protect items that are difficult to clean, such as remote controls, keyboards, testers, controls, etc.
  • Communal toilets and changing rooms will have paper towel dispensers or hand dryers. Towels (even those for individual use) will be avoided.

*This information may change due to the evolution of COVID-19 and any changes to the preventive measures that are implemented.

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