Are Hotels Providing the COVID Protections that Guests Demand?

As seen in Travel Insider Report 3/8/21

As COVID-19 positivity levels dip but the global pandemic persists, a recent informal survey of Facebook’s Traveling with Kids Worldwide group asked members what health- and safety-related modifications would make them more willing to travel with their children this spring.
Their answers were thoughtful and comprehensive, including such requests as providing voluntary COVID testing upon arrival and departure; isolating rooms for at least three days after guests check out; requiring mandatory and properly worn (over the nose) mask-wearing in common spaces as well as for staff; regularly testing staff; providing info on local testing; and preparing pre-made breakfast bags instead of expecting guests to visit a breakfast buffet.

Other requests included limiting elevator capacity; posting prominent signage regarding protocols; removing tables and chairs from public spaces that are “too close for comfort”; and timing guests’ use of public amenities such as pools, breakfast areas and reception space.
Said one mom: “[I’d like] having a guarantee that provides isolated/quarantined accommodations should you test positive, or low-cost insurance so if you do test positive, you aren’t stuck without options and a huge additional hotel bill.”

Another mom said: “I’d love antibacterial wipes and hand sanitizer in the rooms, plus dish soap to wash non-disposable water bottles and kitchen items. Also, affordable bottled water and grab-and-go breakfasts and even lunches…even if I have to order it the night before. Then we can stay away from one more interior space while touring, [while saving] time and delivery fees.”

Hotels and resorts have been quick to implement health and safety protocols. But are they the ones preferred by prospective family guests?
In many cases, yes, according to those properties we interviewed. For example, Gaylord Hotels, a Marriott brand, is offering several Easter-oriented programs this spring with COVID safety top of mind. “At all of our Gaylord Hotels, we have redesigned our spring activities and events to deliver a fun experience for the whole family while integrating our new, enhanced health and safety measures,” says John Adams, vice president and managing director. “(Our) line-up of springtime programming provides ample opportunities for families to have a memorable spring break getaway or staycation with the confidence that their experience has been purposely redesigned to respect social distancing and an enhanced Commitment to Clean program.”

With protocols in place similar to those preferred by those we surveyed, Marriott overall require all guests and associates to wear face coverings and to limit elevator capacity. The company’s Commitment to Clean program also requires surfaces in public areas and guest rooms to be treated with hospital-grade disinfectants in common areas with increased frequency. In addition, Marriott places disinfecting wipes in each room for guests' personal use. Electrostatic sprayers also are being used to sanitize public areas throughout the hotels.

To help ease the risk of COVID-19 transmission through person-to-person contact, Marriott employs signage in its lobbies to remind guests to maintain social distancing protocols and has removed or re-arranged furniture to allow more space for distancing. The company has added partitions at front desks to provide an extra level of protection and is working with supply chain partners to make masks and gloves available to associates. Sanitizing stations are scattered throughout all hotels, including near the entrances and front desks, elevator banks, and fitness and meeting spaces. As for dining, besides enhancing safe food preparation and service practices, Marriott is modifying its operational practices for in-room dining and designing new approaches to buffets.

Similarly, many hotels and resorts outside of the Marriott family are also running Easter and spring promotions and have implemented many of these precautions, including the ability to cancel closer to departure date in case of last-minute illness. For example, Hotel Xcaret in Mexico now allows guests cancel their reservations up to seven days in advance with no penalty and has implemented 360 Xafety model to assist guests with COVID-19 detection tests at the company’s resort and parks. Guests staying at the property have access to a complimentary COVID-19 antigen test, with results delivered the same day, or a PCR test for $140, with results delivered within 24 to 48 hours. Guests with a minimum of four-night stay who test positive for COVID-19 before departing to the U.S. will be able to quarantine for up to 14 nights at no cost to them. This new initiative will be effective until March 31, 2021.

The 119-room Buenaventura Golf & Beach Resort, Riviera Pacifica in Panama offers guests the flexibility to change their reservations without any penalty or restrictions with the added benefit to reschedule for a future stay. Once there, guests have access to an on-site private clinic, Vidatec, which offer COVID-19 PRC tests for $95, quantitative antibody tests for $35, and antigen tests for $45. Results are delivered by email within 24 to 48 hours.

The Ocean Club Resorts in Providenciales, Turks & Caicos, located along Grace Bay Beach, offer a new cancellation policy where can receive a full refund up to 24 hours prior to their stay for stays between now and April 11, 2021. Turks & Caicos requires a negative test prior to arrival. The resorts also have started extending their concierge services to now help travelers with testing on-island during their stay. PCR testing is done for an additional fee of $185 per person onsite at Ocean Club East. Onsite antigen testing at the Ocean Club West location is available for $25 per guest. While the resorts’ suites feature kitchens, so families don’t have to visit the dining room, they have begun offering complimentary breakfast for those who do wish to venture out. Previously, no meals were included with their stays.

All of these resorts report that they provide ample signage regarding social distancing, mask-wearing and updated health protocols. Furniture in seating areas, pool, beaches, and restaurants has been rearranged accordingly. For travelers eschewing restaurant dining, all also offer the option to enjoy meals in rooms and suites via room service and takeaway options.

For family travelers interested in traveling this spring break, it appears that resorts are providing the precautions and testing to assure travelers are healthy and safe while on vacation.