Disruption Event - COVID-19 Pandemic
Last updated March 17, 2020
With the outbreak of COVID-19 in late 2019 now being considered a world-wide pandemic, Scenic Hotel Group has activated its Pandemic Action Plan.
The health and safety of our guests, partners and suppliers, as well as our staff is paramount. Here's what Scenic Hotel Group is doing:
Your Bookings With Scenic Hotel Group
Scenic Hotel Group understands that your plans may need to change at a moment’s notice during this ever-changing situation. That is why we’re offering any guest who booked a non-refundable rate plan options to modify, receive a hotel credit or cancel their booking if COVID-19 has impacted their ability to travel.
Guests who booked direct with the hotel or through the Scenic Hotel Group website:
If you have a booking with Scenic Hotel Group and are unsure of the cancellation policy, or need to make a modification to your booking please contact our NZ based call centre on 0800 69 69 63 (or local call 03 357 1919) who will be able to assist.
Guests who booked through a Travel Agent (including Online Travel Agents like Booking.com or Expedia):
Please contact your Travel Agency/Agent who will arrange for any modifications or cancellations to your Scenic Hotel Group reservations.
Guests who booked through an overseas wholesaler or inbound tour operator:
Please contact your agent who will arrange for any modifications or cancellations to your Scenic Hotel Group reservations.
During your Stay with Scenic Hotel Group
Whilst our hotels already maintain a high standard, we’ve implemented additional health and safety measures to ensure the risk of contamination remains low at our properties. We’re closely following all the latest advice and guidance from WHO and our own government agencies. Stringent processes have been put in place to ensure the health and safety of guests and staff. For full details on the changes we’ve implemented please see below:
Cleanliness & Hygiene
- Wipe public areas every two hours (door handles, lift buttons, front reception desks, public computer areas including keyboards and mouse, public lounge area surfaces, touch screens & telephones
- Provide Hand Sanitiser in all public areas
- Ensure staff frequently wash hands every two hours and use hand sanitiser after touching publicly used objects or guest luggage.
- Reception staff explain the COVID-19 pamphlet with all guests at check-in
- Guests will also be asked for their personal contact phone number and email address in the event that we need to contact them during their stay or post departure (guest information will not be used for marketing purposes unless expressly granted by the guest)
- Each hotel will have a dedicated assessment room in the event of an unwell staff member
- Sanitise staff work areas / breakrooms three times daily (morning, noon and night)
- Employees to implement a 1-metre contact rule and avoid hand-shaking and other forms of greeting requiring physical contact
- Hotel Heads of Departments to complete daily hygiene check-list and report back to Hotel General Manager to ensure processes are followed
Tools, Training & Travel
- All staff travelling internationally must fill out internal travel questionnaire to inform HR and must isolate themselves in their home for 14 days
- All staff must complete online COVID-19 training
- Thermometers will be provided in the workplace for staff use
- Protective masks will be provided to staff to hand out to guests
Signs & Symptons
A key part of the pandemic action plan is on protecting unwell guests or staff members to minimise the spread of the virus. We'll be doing this by:
- Checking temparatures if symptoms are present (cough, chest weakness, runny nose, sore throat, fever and difficulty breathing). If temparature is above 38.5%, employees will be sent home and guests will be isolated to their hotel room (or designated isolation room if they have just arrived)
- Hotel staff will contact the Healthline's dedicated COVID-19 hot line (guests can also contact their GP, including phoning ahead of their visit)
- Staff will use a COVID-19 assessment questionnaire to assess the travel history and risk of infection if guests feel unwell