PROTOCOLS AND LATEST NEWS COVID-19
Our guests’ health and safety is our top priority. The Hotel is operating under COVID-19 regulations. We have created internal protocol complying with our local regulations and meeting standards and best practices indicated by the World Health Organization in regards to COIVD-19.
Below you will find important information regarding preventive measures and the latest news related to COVID-19 and what to expect in our Hotel.
Last update: February 17, 09:00 Hrs.
Dear guest:
At HOTELES BUENAVENTURA your health and safety are our priority. Given the recent requirement by several governments to provide airlines a Negative COVID Test Result before boarding a plane back to their country, we want to facilitate this process for all our beloved guests.
CANADA: As of January 7th, 2021, passengers 5 years of age or older will be required to present a negative RT-PCR or RT-LAMP test at check-in and Canada Customs, taken within 72 hours from their scheduled departure time
USA: As of January 26th, 2021, passengers 2 years of age or older will be required to present a negative RT-PCR or ANTIGEN TEST at check-in and Customs, taken within 72 hours from their scheduled departure time.
HOTELES BUENAVENTURA puts at your disposal the SANLOR Laboratory service with a special price for our guests and samples taken at the hotel for your convenience every day from 8:00 to 10:00am. If you decide to take the test by this company, please follow the following recommendations:
- Appointment process: You must schedule your appointment through the concierge desk on the day of your arrival or as soon as you make the decision, since the results take 24 to 30 hours to be delivered if they are made on business days. Samples taken outside the established timeframe will be charge an additional $350.00 pesos.
- Payments: Guest can make this payment at the front desk of your Hotel or if you prefer you can make it at any of the SANLOR laboratory locations.
- Negotiated price:
- The RT-PCR test has a cost of $ 3,040 pesos per person,
- The ANTIGEN TEST $920 pesos per person.
Both prices include taxes and are subject to an additional 5% for credit card transaction fee.
- Carrying out the test: Both tests will be performed directly at the hotel by a person assigned by SANLOR laboratory. For your comfort we will have a private sanitized area for taking this test. All SANLOR laboratory results are endorsed by INDRE certification.
- Delivery of results RT-PCR: Please consult the attached table below to request an appointment with the necessary advance notice to receive your results before your departure from the hotel.
|
TAKING PCR TEST |
TIME |
RESULTS |
APPOINTMENT |
|
Sunday to Friday |
Before 9:30 Hrs. |
Next 24 to 30 hrs. |
By appointment |
|
Saturday and day prior to a Holiday |
Before 10:00 Hrs. |
Next 48 to 54 hrs. |
By appointment |
|
Urgent Test. Additional charge $ 1,000 pesos. per person |
Before 10:00 Hrs. |
Same day after 22:00 Hrs. |
By appointment |
|
Sunday or Holiday Urgent Test. Additional charge $ 1,000 pesos. per person |
Before10:00 Hrs. |
Next 24 to 30 hrs. |
By appointment |
- Delivery of results ANTIGEN TESTS: These results are provided within 24hrs after taking the test.
Our guests are free to decide the institution or laboratory where you want to perform these tests. In fact, there may be other options at a lower cost, however they do not provide the service of collecting test samples at the hotel. Guest can ask our concierge department for a list of places that offer the same service at regular prices.
In the event that your test is positive, please remain calm and contact our concierge desk. Should it be required, we have protocols in place to provide our guests with 14 day voluntary quarantine. Hotel offers a distress rate of $80 USD per person per night for an extended stay that includes three meals and non-alcoholic beverages. Guest would have to voluntarily accept the terms and conditions of the hotel isolation protocol.
Your health and safety is our priority, which is why we reiterate our commitment to serving you and paying special attention to your well-being.
Sanlor Laboratorio Locations
|
Hospital CMQ Premiere Av. Francisco Villa 1749, Puerto Vallarta, Jalisco. Planta Baja Phone: 322 293 6499 Switch board: 322 226 6500 |
Hospital CMQ Centro Basilio Badillo 365 Puerto Vallarta, Jalisco. Segundo Piso. Direct Phone: 322 222 4392 Switch Board: 322 223 1919 |
Sanlor Marina David Alfaro Siqueiros 412-6 Zona Hotelera- Las Glorias Puerto Vallarta, Jalisco Direct phone: 322 225 6204 |
Hospital CMQ Bucerias Héroes de Nacozari 280 Bucerias Nayarit Direct Phone: 329 688 0741 Switch Board: 329 298 0717 Ext. 405 / 406 |
Our goal is to guarantee safe spaces for our dear guests, our family of associates, our suppliers and, in general, for the good of our society. To accomplish this, we have developed and implemented safety and hygiene protocols following the recommendations of the World Tourism Organization (UNWTO), The World Health Organization (WHO), our Federal, State and Municipal Governments guidelines, as well as the criteria and contributions of Puerto Vallarta’s Hotel Association. For the reactivation of Tourist activity, we have developed the following Guide that aims to inform the actions, processes and practices that Buenaventura Hotels will adopt or reinforce for the prevention and mitigation of the COVID-19 virus.
Pointing out the 5 directives under which our protocol was created: HOGAR, which stands for HOME in Spanish, to make you feel as safe as in your home.
H
Hygiene and Disinfection
- Practices are implemented with the correct execution of cleaning and disinfection through techniques of aspersion and process of steam mist of common areas and the use of products with optimal levels of chemicals.
- Increasing the frequency of cleaning and disinfection of frequent contact surfaces such as handles, rails, desk, tables, elevator controls panel, TV controls, telephones, switches, hallways, kitchen, terrace, greater concentration areas such as counters, access and waiting areas, chiller system filters, among others.
- Investment in specialized equipment for disinfection, washing, rinsing, disinfection and drying of accessories in rooms and kitchens.
- Equipment and disinfection processes for footwear, suitcases, bags, strollers, etc.
- The good practices and controls marked by Distintivo “H” (a federal certification for food handling) are strictly followed to continue guaranteeing the quality and hygiene efficient handling of food and beverages.
- Frequent cleaning of chiller systems filters and swimming pools filters.
O
Order and Control
- The recommended hygiene practices (continuous washing and correct case of hands, sneeze label, among others) will be placed clearly and visibly on screens, hallways, and common areas.
- Keep 6ft distance while waiting in places such as check-in, check-out, access to bars and restaurants, lounge areas, etc.
- Maids and service personnel will be assigned to an specific floor.
- Assisted buffet will be implemented, as well as at-the-moment preparation stations and reservation is suggested in specialty restaurants.
- Using the stairs is suggested or a maximum of 4 people ( traveling together) when taking the elevators.
G
Guarantee in everyone’s well-being
- Associates, suppliers, and guest’s temperatures will be measured with a proximity thermometer considering an ideal of 99.86 F (37.7° C) as without risk.
- Antibacterial gel dispensers will be placed in all common areas of the hotel.
- Medical service is available with special focus to assist possible cases of COVID-19.
- Handshake and physical contact is avoided.
- Constant usage of mouth covers for guests is suggested.
- The use of protective personal equipment (PPE) such as glasses, gloves, and mouth covers will be provided to all our personnel according to their job functions.
- A sanitation kit will be provided complimentary to all guests at arrival.
A
Accommodations and Social Distancing
- Hotel occupancy is reduced in the first opening phase.
- Furniture of our common areas has been modified to respect safe distance of 6 ft. Each table with a capacity of no more than 6 people or by family groups.
- Lounge and beach chairs are distributed to accomplish a safe distance. We kindly request our guest to respect this furniture distribution.
- Not staying at bars is suggested.
- Rooms assignment is alternated trying to keep the greatest possible distance.
R
Responsibility
At Buenaventura hotels, guests are our reason for being and our associates are the soul of our company. Thereby, the new safety and hygiene protocols training emphasizes in our associates and our guests are strategically informed about the hotel's measures for your safety and tranquility contributing to a pleasant stay. Honesty has always been an important piece, because if a guest or an associate shows any of symptoms of COVID-19, they must inform the hotel staff, remember that if you take care of yourself, you take care of all of us.
FREQUENTLY ASKED QUESTIONS AMID COVID-19
1. Are the beaches and pools open and available for guest use?
Yes, all common areas including the pools and beaches operating under regular scheduled hours and are available for hotel guest use. Our resort has placed all beach and lounge chairs with the required safe distancing guidelines. The use of showers is mandatory before and after entering the pool.
2. What cleaning protocols are in place for guest rooms?
Prior to check-in, your room has been disinfected and sanitized by a misting and spraying processs, which can be repeated during your stay upon request. A seal is placed on your door as a certification of the cleaning and treatment process which ensure the protocols have been meet and no other person has entered prior to guest arroval. The handling and cleaning or linens and towels are of the utmost imprtance and therefore are cleaned and/or replaced by request only.
3. Is the use of a face mask madatory at the resort?
The use of a face mask is recommended during your stay. The use of a face mask is required while transiting through the resort grounds and entering in all food and beverage facilities and while roaming any food or beverage serving areas.
4. How are the restaurants, bars and buffets operating?
All of our restaurants offer a la carte service.
Our restaurants and bars are operating under regular business hours and meet all government health, safety, distancing and capacity (50%), controlled regulations and guidelines.
It is not allowed to congregate or be seated at the bars, however you may approach to order the beverage of your choice or it will be the pleasure of our wait staff to serve you as well.
For your convenience all menus are available digitally via QR codes at all restaurants and bars.
5. Is room service available?
Room service is available 24 hours. A digital menu is available by QR code.
6. Will there be animated shows, activities and theme nights?
Live music may be available at themed night on certain nights.
7. Will the fitness center be available?
The fitness center will operate in accordance to the government established guidelines including proper safe distancing and reduced capacity (50%). Some equipment may not be available in order to comply with the guidelines.
We will continue to offer daily outdoor morning Yoga classes with prior reservation and a maximum capacity of 10 persons.
8. Will the Spa be offering services?
The Spa will be open meeting the established guidelines set forth by the authorities.
Mind & Soul Spa will offer massage services in the interior cabins and in its open-air cabin on the jetty surrounded by the gentle sea breeze and the sound of the waves. It will be operating with controlled capacity, applying all safety and hygiene protocols.
Wet areas are temporarily suspended, until further notice.
9. Are laundry services available?
Yes, all clothes must be prepared and separated by colors or how you would like them washed. Plastic bags are available in-room and can also be delivered.
10. What happens if I have a reservation in the upcoming days and I am exhibiting COVID-19 symptoms prior my arrival?
The health and wellbeing of our guests is the most important thing to us. Please review our flexible policies and terms directly with our reservations department.
We at Villa Premiere Boutique Hotel value your loyalty and support and have implemented a flexible policy that allows you to cancel or change your dates during these travel dates. Please consult one of our reservation agents for assistance.
11. What should I do if I become infected during my stay? Will I receive medical care?
We are committed to the wellbeing of our guests and associates. If a guest displays or has symptoms of any kind, they will be referred to our on-site doctor. The doctor can diagnose or refer you to an accredited hospital for treatment if needed.
The World Health Organization and our Health experts advise that symptoms may surface 8 – 14 days after infected and recommends you return home and quarantine if asymptomatic as well as consult your doctor.
We highly recommend you travel with an travel insurance plan that covers medical attention in foreign countries in the event it is needed. We also offer on-site testing via a credible laboratory certified to administer such tests at preferential rates for our guests.
In the event of a positive diagnosis from the COVID test, please remain calm and contact our concierge for further instructions. If necessary the hotel has protocols in place to offer a preferential rate of $80 USD per person per night for an extended quarantine stay of 14 days. This rate includes three meals and non alcoholic beverages. The guest must voluntarily accept guest isolation terms and conditions.
12. What certifications does the hotel have for guest peace of mind?
In recent months we have been visited and audited by various authorities (Health, Civil Protection, Secretary of Labor, etc.) in all cases, 100% complying with the prevention and hygiene requirements for COVID-19 established by the authorities.
Our hotels are proud to have the following certifications:
Distintivo ”H” is a recognition awarded by the Secretary of Tourism and Secretary of Health to establishments that maintain the strictest adherence to the highest level of hygenic standards in all food and beverage facilities including food and beverage preparation and storage.
Distintivo “S” is recognition of the most innovative sustainable practices in the development of projects related to tourism in Mexico under global sustainability.
We kindly ask you to follow all current health and safety protocols as well as the use of a face cover. The use of a face cover is strongly recommended and is mandatory while roaming the hotel and when visiting buffet stations in restaurants.
We thank you in advance for your cooperation and understanding.