To our valued guests,

In these times of uncertainty, we want you to know that the safety and health of guests, staff and our community are always a top priority.  Now more than ever, our business is you.

We understand that with the rapidly changing updates on travel restrictions and cancelled or postponed public events, people feel differently when it comes to deciding what is best for them and their families.  We cannot stress enough that we believe in responsible and safe travel.

We are monitoring this situation daily, and, as we do with any unusual event, we will watch what’s happening locally and adjust business operations and policies as needed.

As the COVID-19 situation continues to evolve, we know it is top of mind for our guests.  We believe that it is important to share the steps we are taking to provide our guests, staff and community associates with a safe and healthy environment.

Hygiene and cleanliness: First and foremost, we have ramped up cleaning and sanitation efforts.  The resort is cleaned daily, with sanitizing solutions used in high-touch, high-traffic areas.  We also have associates dedicated to cleaning key areas throughout the day.

Guest Screening: We will ask our guests to let us know if they have been traveling outside Canada in the 24 days prior to their arrival at our resort and if they have been quarantined for at least 14 days since their arrival back in Canada.

Wellness of staff and guests: We have asked our guests and staff who are not feeling well to refrain from coming in.

Cancellation policy:

• Rockwater has reinstated its regular cancellation policy. For reservations made on or after June 17, 2020, guests may cancel their reservations 7 days prior to their scheduled arrival with full refund.
• For group (more than two hotel room) bookings with signed contracts, the terms and conditions of these signed contracts prevail. These contracts include provisions addressing potential cancellations.  
• Guests who booked via online travel agents or other third parties are advised to contact their booking provider for information on their policies and for assistance. Rockwater is not responsible for the cancellation policies stated by online travel agents or other third parties.

Restaurant and spa: Our Seabreeze Spa is open for massage therapy. Massage therapists are available for our hotel guests originating from the province of British Columbia by appointment, please call for further details. Our restaurant is open for breakfast from 9:00 – 11:00 am, lunch from 11:30 am to 2:30 pm, and dinner from 5:30 pm – 8:00 pm for hotel guests.  We will accept local non-hotel guests in our restaurant, space permitting. Please call in advance to make a reservation.  Our swimming pool is open (July-Sept) for the enjoyment of our hotel guests, in accordance with our COVID-19 protocol for pool use. 

Guest services: Selected hotel rooms remain open. Hotel guests will be able to order daily room service for breakfast between 9:00 and 11:00 am, and dinner between 5:00 and 8:00 pm.  Regular daily housekeeping services for stayover guests will be modified to maintain social distancing and the safety of our guests and staff. 

Sanitation guidelines: At Rockwater Secret Cove resort, we hold ourselves to high standards of operating a safe and healthy environment at all times. We will continue to work closely with Ecolab, a global leader in cleaning products. Ecolab has shared its best practices and the latest products that may be useful to combat the spread of COVID-19.  In addition, we have provided our guests and staff with the following updated sanitation guidelines:

• Follow recommendations as provided by provincial health authorities, to reduce the likelihood of catching COVID-19.
• Wash your hands often with soap and warm water for at least 20 seconds.
• Cover your mouth and nose when coughing or sneezing preferably with a tissue, and immediately discard it in a wastebasket.
• Avoid others who are unwell.
• Stay home when you are sick.
• Avoid greeting with handshakes and consider greeting or acknowledging someone hands-free, such as with a wave or a nod.

The most important things you can do to prevent the spread of coronavirus and other illnesses is to wash your hands regularly with soap and warm water, avoid touching your face with unwashed hands, and practice social distancing.

As always, we’re grateful for the opportunity to serve you.  We’re doing everything in our power to provide a safe experience for our valued guests and a healthy environment for our staff and community.

Should you have any questions or concerns on the above, please do not hesitate to call at 604.885.7038 or email [email protected].

Sincerely,

Rockwater Secret Cove Resort

July 20, 2020

This information is valid until further notice and may be updated