We have outlined some of the procedures we’ve implemented at our hotels; the information below represents an overview of new measures being implemented at our hotels. Our standards, protocols and procedures are being re-evaluated to ensure relevance and are subject to change as new information and best practices are released. We are paying careful attention to the up-to-the-minute messaging from the World Health Organization, Public Health Agency of Canada and Provincial Health Services and are strictly enforcing all the recommended sanitary protocols and practices.
Staff are committed to a pre-shift wellness check 1-2 hours prior to coming to the hotel each day.
Staff must wash their hands frequently with soap and warm water for at least 20 seconds. This includes when they first arrive at the facility, before preparing food, after any contact with saliva or nasal secretions (e.g., used tissues), after handling client belongings, after cleaning activities, and after using the washroom.
When coughing or sneezing:
Cough or sneeze into a tissue or the bend of your arm, not your hand
Dispose of any tissues you have used as soon as possible in a lined wastebasket and wash your hands afterwards
Avoid touching your eyes, nose, or mouth with unwashed hands
Staff should practice physical distancing and maintain a distance of 2 meters (6.5 feet) from guests and other team members and limiting the number of people in given areas at any one time to enable physical distancing by everyone.
Lobby and Public Spaces:
Hand sanitizer stations in key areas throughout hotel
High-touch areas in public spaces are cleaned thoroughly and regularly including heightened emphasis at high-touch zones and surfaces like interior and exterior door handles/door knobs & push plates, elevator buttons, stair rails, desk counters, debit/credit machines, pens, key cards, and public washrooms (including faucets & toilet flush levers, doors handles & push plates, cubicle door handles/latches, soap & paper towel dispensers)and staff break areas are being disinfected continuously throughout the day.
Date/time of cleaning recorded in hotel log.
Back-of-house areas and workspaces like work stations, kitchens, laundry, dishwasher areas among others have increased their cleaning protocols.
To maintain awareness, appropriate signage around all entries (for customers) and at server stations/break rooms (back of house) outlining policies and procedures such as:
Physical Distance Expectations
Hand Hygiene (hand washing and/or using hand sanitizer)
Coughing Sneezing Etiquette
Removing and Disposing Gloves
How To Use Masks
Cleaning and Disinfection Practices
Payment and Take-Out Pick-Up Areas
Washroom sanitation and supervision is enhanced. Washroom capacity may be adjusted to allow physical distancing.
Clean Public Washrooms hard surfaces and high touch points and disinfectant door handles, bathroom stalls (latch) fixtures, toilet and urinal handles, towel and soap dispensers, hand dryers, baby changing station, trash can, countertops, feminine hygiene receptacle, toilet paper dispensers, etc.
Welcome and Check-In:
We are asking guests to maintain a distance of 2 meters (6.5 feet) from the front desk, the recommended distance between individuals including guests and team members. All hotels will be required to mark the front desk area with appropriate markers to help guide our guests as to where a safe distance is to stand when making inquiries at the front desk.
Disinfected after every use: Credit card terminal, keycards, and pens.
Disinfect high touch areas regularly including front desk counter and door handles/knobs elevator buttons, keyboards, telephones, workstations, vending area, ice machine and ice machine button, ATMs, public laundry machines, light switches, stair hand railings, trash cans, tables and chairs in adjacent lobby areas.
Welcome letter communicating cleaning procedures, amenities available upon request, and protocols in public spaces.
Due to physical distancing it is advised that members of different households should not be placed in the same shared accommodation space.
Eliminated non-disposable in-room glassware; replaced with disposable alternatives in the guestroom.
Eliminated in-room non-disposable dishes and cutlery but these items have not been replaced with disposable items at this time.
To minimize potential areas of exposure and focus cleaning on essentials, remove non-essential amenities from guest rooms including: Plexi-glass or binder guest directory including pens, paper, information sheets, decorative pillows and bed throws, iron and ironing board, removed any extra pillows and blankets (only keeping 2 pillows per bed in the room)
Non-essential amenities may be requested by contacting the Front Desk staff
Up to 72- hour “resting period” between guest stays, followed by an enhanced focus on disinfection of all guest room touchpoints
Stayover housekeeping service modified to every third or fourth day
No housekeeping service while guest is in room
Appropriate Personal Protective Equipment worn by all room attendants and changed frequently to avoid cross-contamination
No-contact linen or towel exchange and garbage removal can be requested by contacting the Front Desk in between stayover housekeeping service
Housekeeping team will disinfect cleaning equipment such as housekeeping carts, toilet brushes, vacuum cleaners, buckets, brooms, and mop handles every day.
Disposable gloves should be dedicated for handling dirty laundry and should not be used for other purposes. Discard after each use. Wash hands immediately after gloves are removed.
Do not use the same gloves to handle clean laundry when transfering to the dryer or when folding. Avoid clean laundry contact with floors, walls or dirty carts.
Eliminated ‘discretionary’ buffets and guest self-service buffets.
Take-out and curbside pick-up is available at hotel restaurants.
Food deliveries to guest rooms will be contactless, we will be using disposable paper/plastic containers placing it in a plastic bag, not on a tray.
We are slowly starting to open our restaurants for dine-in, check our website for updates. Our restaurants and lounges will reopen at a limited capacity (operating at 50% capacity) to ensure our guests and staff are able to maintain standards of social distancing.
For dine-in our servers will be wearing face masks
Seat allocation to promote physical distancing
Shifting to disposable menus and/or disinfection between each use
Disinfection of all touchpoints on table between diners
Increased frequency of cleaning and disinfecting for both front and back of house work areas, high touch points and surfaces
Increased hand washing required for both front and back of house staff
Lounges & Bars:
At this time our lounges and bars remain temporarily closed due to provincial regulations.
We are still awaiting additional information from provincial health authorities regarding reopening; however, based on what we know today, we have temporarily modified our hotels’ operations to promote a safe environment. As the circumstances continue to change at a rapid pace, this information may change. We continue to monitor the situation closely and will provide ongoing updates as needed at the hotel level. Thank you for your trust as we get through this together.
We made the difficult decision to temporarily close our hotel operations, food and beverage venues in Cranbrook, High River and Moose Jaw. If you need to get in contact with one of these hotels, call the hotel and an operator will assist you. The decision to close is not permanent and we are looking forward to welcoming everyone back as soon as we can. We will use social media channels and our website to keep you informed with updates regarding our re-opening.
Our current cancellation policy applies, cancel without penalty until the day of your reservation, before 4:00 pm. Please note, if you booked online through a third party travel company (Expedia, Booking.com etc.), their cancellation policies apply as they hold your reservation. You must cancel your reservation with them.
All pools, fitness rooms, hot tubs and atriums are temporarily closed as per our Government guidelines. We continue to monitor health authorities’ recommendations and will re-open as soon as it is safe to do so.
Some of our dining outlets have remained open for take-out and are starting to re-open for dine-in with a limited menu. Please contact the hotel for the most up-to-date information or view our offerings here:
To reduce the possible transmission of COVID-19, all breakfast buffets will be closed. Extra precautionary measures for all staff handling food, cutlery and banquet equipment have been implemented to further increase our sanitization protocols.
Should a guest need to self-isolate, we will continue to follow government guidelines and recommendations as the situation evolves. Our staff have detailed safety protocols to follow.