FREQUENTLY ASKED QUESTIONS AMID COVID-19
1. 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.
2. 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 insurance plan that covers medical attention in foreign countries in the event it is needed.
3. If I don't feel comfortable with traveling, can I cancel or change my stay?
We at Hoteles Buenaventura 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.
4. Will I be able to use the swimming pools and beach?
Yes, once we have the hotel in operation, the use of common public areas of our hotel will be available for our guests. Our hotel will distribute loungers and beach chairs meeting safe distancing guidelines of 1.5 meters apart, when not traveling within the same group/family of persons.
5. What cleaning protocols have housekeeping staff implemented?
When you check-in you can be certain your room has been deep cleaned and disinfected with the use of steam mist and sprays. This process can be done additionally during your stay upon request.
Cleaning and disinfection with special emphasis in areas of common contact, such as handles, rails, desks, telephone, remote controls, light switches, sinks etc. in addition to the use of steam mist.
After room is cleaned, each room will have a sticker certifying the completion of protocols in place.
6. Will the use of face masks be mandatory in all areas of the hotel?
The use of face masks is recommended during your stay.
7. Are there any changes to the hours of operations for bars and consumption areas?
We are operating under normal business hours.
8. Will there be animated shows, activities and theme nights?
Music will be available for your to entertainment in our bars. Live music may also be available during family hour on certain nights.
Villa Premiere: We will continue to offer entertainment programs and theme nights meeting the highest standards for our discerning guests. Program schedules are available with our concierge and front desk.
9. Will the gym be open?
The gym will be open meeting the established guidelines set forth by the authorities such as maintaining safe distancing of 1.5 meters and a reduced capacity. Certain equipment will not be available in order to preserve some of the measures in place.
10. Will the Spa be open?
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.
11. Will room service be available?
Room service is available 24 hours a day with special protocols in place for delivery. Our concierge staff is available for any question regarding our service.
12. 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.
13. What certifications does the hotel have for guest peace of mind?
Our hoteles count on: 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 criteria.