Covid 19 update

We want to see you back soon. That’s why we have created the Stay Safe with our programs to guarantee the highest standards of health and safety during your stay in our hotels. A new experience for the “new normal”, but with the same friendly service and dedication as always from our staff.

Some of the following services have been adapted to current regulations and protocols and may be operational in this hotel.


Stay safe

We have been advised by Diversey and certified by Bureau Veritas and created the Stay Safe with hotels’ operations guide to ensure the rigorous application of the health and safety recommendations made by the World Health Organization (WHO) and national health authorities in every country in which we operate.

Measures include intensifying cleaning processes, modifying spaces to guarantee social distancing, and redesigning processes to reduce interaction with customers. These measures may alter the availability of certain services in this hotel and also provide new experiences focused on digital solutions.



On arrival at the hotel, you will see some changes to ensure you enjoy a safe and comfortable stay. The first thing we will do is take the temperature of all guests on arrival to help make the hotel as safe as possible. That’s also why everyone who enters the hotel, both customers and employees, will also have to walk over a disinfection mat.

Normal processes will be available such as check-in (with the possibility of doing it 48 hours before arrival through the hotel digital platforms or other APP for hotel Rewards members), check-out, general assistance, and other information.

Services that will no longer be available are:

  • Concierge (only digitally or telemetrically)
  • Sale of excursions
  • Valet parking service: not available in the early stages of the easing of restrictions
  • Airport shuttle service (check availability)



We want to make your room a temple. A safe space where we have intensified cleaning and disinfection processes, sealing some items to guarantee their sterility.

  • The daily room cleaning service will be maintained provided the guest is outside the room. If guests do not want their room cleaned, towels will still be changed every day
  • A special Covid-19 amenities kit including a mask, gloves and hydro alcoholic gel will be available for guests (check availability at the hotel)

Some services will also be modified:

  • Laundry service: only available in hotels on request through the APP
  • Minibar service on request (initially empty, products available on request through the digital concierge)
  • All amenities kits (dental, shaving, shoeshine, shoehorn, etc.) will be available on request. Only essentials such as shampoo and soap will be kept in the room
  • Irons, tissue boxes, and non-fixed hairdryers will be available on request

Superior Rooms and Suites that form part of The Level, RedLevel, ME+, or The Reserve will continue to be available and will offer these services with some adaptations (where there is a Lounge):

  • The breakfast in the private lounge will be served à la carte. A full breakfast can be taken in the main hotel dining room
  • Permanent drinks station in the private Lounge served by staff
  • Aperitif service in the private lounge at specific times and with individual portions or table service
  • Complimentary welcome drinks served by staff
  • Shared items (such as books or board games) will not be available
  • Free ironing of one garment per stay will not be available



Enjoy the pleasure once again of sharing a table with your loved ones. Try the rich and varied dining options including new concepts, but with the same quality as always.

All Food and Beverage service areas will always respect capacity restrictions and social distancing. If necessary, customers will be informed on arrival or through the application about the need to make bookings in order to control capacity and respect social distancing. The following services will also be modified:

  • The buffet breakfast will be adapted to serve a wide range of cold dishes and products in individual portions and a choice of hot dishes made to order or à la carte
  • A la carte breakfast in premium hotels, possibly accompanied by some pre-prepared cold dishes
  • Lunch and dinner buffets will also be adapted to offer a self-service choice of cold dishes and products in individual portions and hot dishes made to order or à la carte
  • À la carte and specialty restaurants will always require a prior reservation
  • A takeaway service is also available
  • Live cooking stations and corners will be created in resorts with service by staff in open-air areas
  • Room service will be prepared with the greatest care and delivered to the hallway outside the room
  • Minibar products can be ordered through the digital concierge or the hotel food and beverage outlets
  • The drinks service in the sundeck area will use a “press and I’ll come” button or will be on request depending on the hotel
  • In hotels in which dining areas are closed in compliance with local regulations, the following will be offered:
    • A pick-up picnic breakfasts
    • Picnic or Grab&Go lunch and dinner
    • Room service
    • Minibar products can be ordered through the digital concierge or the hotel food and beverage outlets

To minimize risks, the dining area services that will be modified or will no longer be offered are:

  • Transformation of the classic self-service buffet into a market-style service concept
  • Menus in rooms, restaurants, and bars (they will be available on the APP or through digital signs or blackboards)
  • Complimentary beverage stations
  • Ending dish preparation at the table



Continue enjoying a refreshing dip in our pools. To make this possible, we have adapted the layouts to ensure social distancing between different groups of people at all times.

All the appropriate pool management and maintenance processes will be applied, as well as specific cleaning and disinfecting measures both around the pool and in the immediate surroundings, the showers and pool steps.

Pool towels will be available in the room on arrival and will be changed during the daily room cleaning service. In large resorts, this may be reinforced with other stations in the beach and pool areas to offer replacements.



It’s time for fun. We have planned a varied program adapted to social distancing requirements, so you can continue enjoying activities with maximum safety for children and adults. The program is available through WhatsApp with the Digital Concierge, the APP, or with a QR code.

  • The children’s entertainment program is designed to guarantee social distancing, always outdoors, and avoiding contact games or any need to share things
  • Our entertainment team will require everyone to wash and disinfect their hands at the beginning and end of all activities
  • Workshops and classes: Outdoor activities will be prioritized and set up to ensure social distancing
  • Performances: They will be done outdoors, whenever possible, or in indoor areas with reduced capacity and set-ups which ensure social distancing


Enjoy our facilities, work out in the gym, or relax in our spa. Provided we can guarantee the safety of the facilities, we will continue to offer services such as heated pools, gym, water circuits, showers in the pool area, sunbeds, changing rooms, showers, and toilets. To control capacity in the gym, entrance will be by appointment or based on assigned periods.

Spas will offer a reduced list of treatments adapted to this new situation and available on appointment. Customers can see the services available through the digital concierge, the APP, or with a QR code.

Call Now ButtonCall WWbT Now