COVID-19 Update July 20, 2020
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.
- 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 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 firstname.lastname@example.org.
Rockwater Secret Cove Resort
July 20, 2020
This information is valid until further notice and may be updated
COVID-19 SAFETY PLAN
COVID-19 is a real and dangerous public health threat, and we are taking it seriously at Rockwater.
ROCKWATER SECRET COVE RESORT
Here are some of the actions we have taken to protect our valued guests and staff and prevent and reduce the risk of COVID-19 transmission on our premises:
The risk of transmission of COVID-19 at Rockwater is a direct function of two variables: the number of contacts with people, and the intensity of contact with people. With this mind, we have taken steps to reduce the risk of transmission at the resort amongst our staff and guests to mitigate this risk.
We are carefully screening our guests to ensure that they present as low a risk as possible to each other, to our staff, and to our community. We are following WorkSafeBC's and Vancouver Coastal Health's recommended social distancing and personal hygiene protocols and are monitoring these authorities for updated guidelines on preventative measures.
In accordance with WorkSafeBC requirements, we have assessed the risks and prepared COVID-19 protocols for each department at the resort that explain any new work procedures required for each staff role and department, and have
communicated these procedures with our staff in addition to providing information and training about required enhanced hygiene protocols.
We have sourced suppliers, including but not limited to Ecolab, for the additional required sanitizing products and other items that are necessary to safely operate our resort during this time.
We have created checklists and logbooks to record information that is now required in order to be in compliance with the COVID-19 Official Guidelines that pertain to our business.
We are requiring our staff to follow and adhere to enhanced personal hygiene practices, refrain from coming to the resort when ill with any cold or flu symptoms, maintain social distancing outside their households, and we are supporting them to stay informed and be prepared to follow evolving public health advice. All of us at Rockwater acknowledge our shared responsibilities towards the health of all the staff and guests at Rockwater, and we are prepared to do our part.
We are using cleaning products which are effective against viruses in all of our guests rooms, and we are paying extra attention to high touch areas/items both in our rooms and throughout the resort. We are giving our guests a choice for stayover servicing, so they can limit their contact with our staff if they would like. We are following WorkSafeBC and provincial health guidelines to provide all of our guest services including the restaurant, spa, and our swimming pool.
We are looking forward to serving our valued guests in the safest and most pleasant way we can during this time.
The Management of Rockwater