Your Safety Matters

The safety of our guests and team members is our top priority, therefore we have analysed each element of your stay with us in order to best assess how we can keep you and your family safe, whilst still enjoying your stay with us.

Please see below a list of measures which we have implemented, kindly note these guidelines and regulations will be under constant review and we will update them regularly in line with the latest government advice.

We very much look forward to welcoming you back.

OUR TEAM: 

  • All our team members have completed training on the hotels COVID-19 protocol and how to prevent the spread of Covid-19 within the hotel setting.
  • All our team members will be temperature checked upon arrival at the hotel and screened for any COVID-19 symptoms.
  • Team members will be provided with PPE relevant to their area of work and given full training on how to use it correctly.
  • Hand sanitising stations have been added throughout all public and back of house areas.
  • Clear guidelines will be displayed in all back of house areas for team members information and awareness.

FAQs

Should you develop any symptoms of Covid-19 during your stay, we request that you notify the Hotel Manager immediately.

The NICD Hotline is available to all staff and guests. In the event that anyone feels ill, the South African Department of Health advises first phoning the National Institute of Communicable Diseases (NICD) helpline rather than going straight to a medical facility.

The NICD hotline number is 080 002 9999.

Although we are currently taking bookings (subject to updated government regulations), during these uncertain times we understand that flexibility is important; all new reservations can now be amended or cancelled up to 48 hours prior to arrival.

For bookings made directly with us-
If you were due to be staying with us during the period of the imposed lock down stages and your booking does not fall under corporate travel accommodation, our team will be in contact with you to arrange an alternative stay date of your choice, subject to availability within a 12 month period of the hotel reopening.

To discuss this further please send an email to gm@sanlameerhotel.com  to get in touch with our General Manager, James McNicoll.

For bookings made through a third-party-
If you were due to be staying with us during the period of the imposed lock down stages and your booking does not fall under corporate travel accommodation, we kindly ask you to please contact the provider you booked through, and amend or cancel your reservation directly with them.

PRE-ARRIVAL

  • We request that should you be displaying any symptoms of Covid-19 that you call us to postpone your stay. These include a new persistent cough, high temperature or loss of smell and taste.
  • If you have an email address you will receive the following documents prior to your arrival at San Lameer:
    • Welcome letter
    • Registration card
    • COVID – 19 Questionnaire (government regulation)
    • A request for a copy of your ID or Passport
  • We kindly request that you complete your registration and health questionnaire prior to arrival and return via email to minimize contact time during check in process.

ARRIVAL AT THE HOTEL:

  • All guests will be required to wear a mask.
  • All guests will be temperature scanned upon arrival at the Estate gates as well as upon entry at the Hotel.
  • Any guest showing a temperature higher than 37.5° will be isolated and a secondary assessment will be required.
  • Hand sanitisers will be available on arrival at the hotel reception entrance, we politely request you use these on arrival and throughout your stay.
  • We will be adding PVC screens and social distance stickers to our reception area to limit contact as much as possible and adhere to the 1.5m rule.
  • Our reception teams will sanitise their hands and surfaces between each guest.
  • All room keys will be sanitised before given to the guest.
  • Pens and credit card terminals at reception desk will be sanitised before and after each guest.
  • Our team members have been advised not to handle any guest luggage at this point.. However, should you require help we will be able to assist following the sanitation of your luggage.

HOUSEKEEPING:

  • Our Housekeeping team will be provided with full PPE to use whilst cleaning your room and the PPE will be sanitised between each bedroom.
  • Every room will be deep cleaned and sanitissaed prior to your arrival, with special attention to high touch areas and items such as phones, remote control, light switches and door handles.
  • Additional sanitising, such as room fogging, may take place where required.
  • For long-duration stays, the frequency of room cleaning will be reduced to every two to three days. Linen changes will take place when the guest departs or every three days for longer duration stays.
  • All excess cushions, throws, extra blankets, will be removed. These will be available upon request. All other non-essential items will be available upon request.
  • All guest information and reading material will be removed from the room. Our DSTV guide is available via QR code at the Reception.
  • We regret to inform you that we will not be offering a turndown service during this time.
  • Our Laundry supplier has put in additional steps to ensure that all linen is cleaned and sanitised in accordance with the required standards.

PUBLIC AREAS:

  • Handsanitisers have been placed throught the public and back of house areas of the hotel.
  • Our Public Areas will be cleaned and disinfected throughout the day, with high traffic areas being sanitised more frequently.
  • Special attention is given to high touch areas such as door handles and handrails.
  • When moving around the hotel we request that you please wear your masks and be considerate of the 1.5m social distancing rule.
  • Visible signage has been placed throughout the hotel regarding the cleaning and safety protocols.
  • All leaflets and collateral have been removed. Should you require any information, please contact reception for assistance.
  • In our public area bathroom facilities, we will be providing no touch hand dryers.

GYM & SPA:

  • In line with the current regulation, we are not able to offer gym facilities however the Estate offers beautiful running and walking trails.
  • The Spa will ensure that all health and safety protocols are implemented and adhered to in line with government regulations.
  • All Spa treatments must be pre-booked.
  • Number of customers will be limited in line with current regulations.
  • Our therapy rooms and equipment will be sanitised between each customer and the team members will be wearing the necessary PPE.
  • Hand sanitisers will be provided throughout all areas.
  • Sanitising of door handles, handrails and changing areas will be completed at regular intervals by our team members.
  • Our Spa facilities will be thoroughly deep cleaned and sanitised every evening.
  • When moving around the leisure facilities we request that you wear a face mask and adhere to the floor signs provided to ensure social distancing.

POOL AREA:

  • The number of pool loungers will be reduced and spaced to ensure 1.5m social distancing.

DINING:

Our dining options will change to increase hygiene and cater for social distancing in both the kitchen and the restaurant.

  • Ala-carte menus will be offered and not self-serve buffet style.
  • Continental items will be served as an individual portion.
  • Hot items will be available via a limited ala-carte menu.
  • A limited Terrace and Dinner ala-carte menu will be available.
  • For your convenience, all meals (breakfast/ lunch/ dinner) are available as room service.
  • Hand sanitisers will be provided at the entrance to our restaurant.
  • The number of guests in the dining area will be managed according to government regulations and guidelines.
  • All front of house and kitchen team members will be provided with relevant PPE and safety training to ensure that hygiene measures are maintained.
  • Table condiments will be limited to salt and pepper.
  • Our cutlery and crockery will be fully sanitised between use, as per the required standards.
  • Tables, table appointments and surrounds will be wiped and sanitised before welcoming and seating the next guests.

DEPARTURE:

  • Our reception teams will sanitise their hands and surfaces between each guest.
  • Pens and credit card terminals at reception desk will be sanitised before and after each guest.
  • Credit, debit cards and EFT will be accepted as methods of payment. At this stage we are unable to accept cash.
  • You may request a final bill to be emailed to you by Reception. If you did not book directly with the hotel, you will need to provide us with an email address.
  • Our team members have been advised not to handle any guest luggage at this point. However, should you require help we will be able to assist following the sanitation of your luggage.