READY TO RECEIVE YOU
FEEL SAFE ON SUNWAY
We are pleased to inform you that we have been awarded AENOR Certificate No. COV-2021/0018 at our Sunway Playa Golf & Spa Hotel, as recognition and evidence of the compliance of its management system with the standard Certification of protocols against COVID- 19.
Improved cleaning and disinfection protocols
Cleaning of surfaces in common areas: reception, lobby, corridors, bathrooms, restaurants and other common areas of the hotel are disinfected according to the protocols, products and medical frequency.
Room disinfection: we use highly effective cleaning products on all surfaces, objects and decorative items, and clinically proven protocols for washing textiles at more than 60ºC.
Restoration services adapted to the new times
To minimize risks, we have adapted some of our restaurant services, such as the Breakfast Buffet service. Meetings and events, with new presentation options that minimize any risk.
Our establishments follow all protocols to allow the required social distance when interacting with others.
Safety signage: we have created special signage in all common areas of the hotels to remind everyone of the need to maintain a safe distance.
Redesign of common areas and use, we have reorganized the use and distance in our common areas and restaurants. To ensure safety.
nvolvement of our teams: to help guests apply these measures in all areas.
Personal protective equipment
We offer security equipment to all our guests, staff and suppliers during their stay.
Safety and disinfection equipment for guests: access to disinfectant gel, masks and gloves during your stay.
Employee protection: all hotel employees have access to the necessary equipment to carry out their work with the maximum guarantees of health.
Equipment required for suppliers: all suppliers accessing the hotel must follow the required security measures.
Health and safety protocols for employees
For greater safety, all our personnel must comply with the health requirements to work.
Daily Assessment: Staff will undergo an assessment prior to their shifts.
Early detection protocols and action plans in the event of guest health problems, with the option of isolation, protective equipment, contact with medical services and transport logistics.
Special training of personnel: on the follow-up of protocols and security practices adapted to health regulations.
Directorate of Sanitary Security
We have an identified health security officer who will be the leader in any adaptation of new measures and in the training of all employees. As well as in any health emergency.
Responsible for introducing and updating the necessary measures.
Train all employees on the procedures necessary to protect other employees, guests, and vendors.
Responsible for using the highest possible level of ecological responsibility in all new practices.
IMPORTANT TRAVEL INFORMATION - COVID19
At Sunway we have always believed that people are at the center and that is why health and well-being are our priority. For both our guests and for our teams, that is why we request to our guests and staff to commit to respecting the special protocol that we create for protect ourselves.
As a company committed to all our clients and with the aim of maintaining our commitment and your peace of mind, we want to share with you some of the measures we have adopted to manage those reservations that have been affected due to this contingency.
It is important to remember that these measures will apply to reservations whose date of stay coincides with the period of force majeure or this of exception.
RESERVATIONS THROUGH DIRECT CHANNELS
Reservations made through our web pages, by phone or directly at the hotel reception.
We give you to choose two options, regardless of whether the rate of your reservation is refundable or non-refundable:
Option A: you have the option to keep your reservation deposit during this year, which must be redeemed at the same hotel where the reservation was made. How do you do it? Write a message with your reservation information to the email address email@example.com.
Option B: You have the option of receiving a full refund. If your reservation was made through our website, you can cancel it directly through the same email indicated above. If you booked by phone or another direct channel, you can contact us so we can assist you, just remember that the requests will be working by date of entry according to the reservation. You will receive a reply as soon as possible.
IMPORTANTE: Option B only applies during in typified cases of force majeure.
RESERVATIONS BY TRAVEL AGENCIES OR ANY ONLINE RESERVATION PLATFORM
If you have a reservation made through a third party, we ask you to contact them directly so they can help you.
Free Cancellation / Refund due to force majeure related to Covid-19.
Given the global pandemic of Covid-19 decreed by the World Health Organization last March 11, 2020, Sunway Hotels & Apartments informs you that refunds will be given (in full and at any time) in any and all of the following cases, all related to proven force majeure situations related to Covid-19:
- That the legislating body of the place where the hotel/apartment is located, decrees any of the following measures during the dates when the event takes place:
- The area/region/city where the hotel/apartment is located is closed and inaccessible to guests.
- Prohibit the entry of persons from the country where the client resides.
- Prohibit the entry of persons of the customer's nationality.
- Any other decree or measure not stipulated above that does not allow the property to accommodate the client.
- That the legislative body of the client's home country prohibits travel/visits to the country/area/city where the hotel/apartment is located during the dates of the client's stay.
- That the client's country of origin restricts mobility or decrees the closure of borders with Spain or restricts travel to Catalonia.
- That at the time of their stay in the hotel/apartment, the client is in a period of quarantine (preventive or due to illness), or has been detected with the Covid-19 disease. In order to prove such a case, reliable medical evidence must be presented.
We hope to receive you as soon as possible!