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 21 days immediately prior to their arrival at our resort and if they have been quarantined for at least 14 days since their visits abroad to the above-mentioned high-impact countries.
Wellness of staff and guests: we have asked our guests and staff who are not feeling well to refrain from coming in.
Cancellation policy: we have implemented an Enhanced Cancellation Policy (“ECP”), effective immediately that will be in place until May 31, 2020. The following provides you with the details of the ECP:
·Effective March 13, 2020, for new individual retail guest reservations made directly with Rockwater Secret Cove Resort, we will temporarily suspend our regular cancellation policy of 7 days prior to arrival with a full refund (“RCP”), and instead we will provide our guests an option to cancel their new reservations anytime up to 4 PM the day before arrival, with a full refund.
Should the situation improve, the resort may decide at its own discretion and without prior notice to re-instate its RCP. At this time, we will notify those guests who made their reservations with the ECP that they will have 4 days from the time that they were notified of the re-instatement of the RCP to cancel under the ECP. If the guests decide to keep their existing reservation going forward, the reservation will then be subject to the RCP.
·For existing reservations which are subject to the regular cancellation policy, guests may cancel their reservations 7 days prior to their scheduled arrival with full refund.
·For existing reservations which are subject to the regular cancellation policy, guests may change their reservations within 7 days of their scheduled arrival to other dates (subject to availability) so that the equivalent value of their deposit may be applied to a future booking date, or have an option to receive a voucher with an equivalent value of the deposit made with an expiry date of December 31, 2020 that is applicable to future hotel room bookings at the resort, subject to availability.
·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.
Temporary closures of restaurant and spa: Effective March 20, 2020, our restaurant and spa will be closed temporarily until further notice.
Room service: Effective March 20, 2020, selected hotel rooms remain open. Hotel guests will be able to order daily room service for breakfast, lunch and dinner between 9:00 AM and 6:00 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 also 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 thing you can do to prevent the spread of coronavirus and other illnesses is to wash your hands regularly with soap and warm water and avoid touching your face.
As always, we’re grateful for the opportunity to serve you. We’re doing everything in our power to provide a safe vacation and retreat 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 firstname.lastname@example.org.
Rockwater Secret Cove Resort
March 24, 2020
This information is valid until further notice and may be updated