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HEALTH, SAFETY & REOPENING
How are you ensuring that the hotel safely reopens?
We have a long-standing tradition of setting new benchmarks for service excellence in our industry and today is no different. In response to the COVID-19 pandemic, Fairmont Kea Lani and Accor Hotels have partnered with top experts to implement new standards of safety and enhanced operational protocols and procedures which are among the most stringent in the hospitality industry.
At each touchpoint along the guest journey, extensive measures are being taken to protect our guests and colleagues, including physical distancing; mandatory screening for all guests and colleagues, which may include a temperature check; face coverings mandated for all colleagues and guests in all public spaces; increased frequency of cleaning & disinfecting, with a focus on high-touch points; and continued use of EPA registered disinfecting chemicals, proven effective in preventing the transmission of COVID-19. Hands-on training for all employees, a dedicated on-property rollout committee and a formal audit program, validated under the new global ALLSAFE Cleanliness label, ensure initial and continued compliance.
Our new operational standards have been developed and vetted by a team of expert advisors to ensure maximum efficacy in preventing the spread of all viruses and pathogens, including COVID-19, with oversight by Bureau Veritas, a world leader in testing, inspections and certification; Dr. Amesh Adalja, Senior Scholar at the Johns Hopkins University Center for Health Security & fellow with the Infectious Diseases Society of America; and Ruth Petran, Ph.D., CFS, Senior Corporate Scientist, Food Safety and Public Health, for Ecolab, global leaders in cleaning and hygiene, and trusted advisors to the CDC.
What safety precautions are you taking in the public spaces?
Maui County requires all guests, colleagues and resort visitors to wear a face mask or cloth covering the nose and mouth while in all public spaces. Additionally, people are required to maintain a minimum of six-feet of physical separation from all other persons outside your family group or immediate party. Temperature checks may be required. Additionally, we have placed hand sanitizer stations in key areas throughout resort; seating areas rearranged, queues managed, and maximum occupancies updated to facilitate physical distancing; signage and markers communicating health & safety protocols in public spaces; increased frequency of cleaning and disinfecting with EPA-registered chemicals, proven effective in preventing the transmission of COVID-19, with special attention to high-touch points; and cleaning time sheets displayed.
What adjustments are being made to the guest suites and villas?
Guest suites and villas will be equipped with “wellness kits” which include masks, gloves, hand sanitizer, and disinfecting wipes. Hotel collateral and print magazines have been removed from suites and villas. Fairmont Kea Lani has aggressive cleaning protocols between guest stays, including continued use of EPA-registered disinfecting chemicals, proven effective in preventing the transmission of COVID-19, and enhanced focus on disinfection of all guest room touchpoints. Turndown service will be offered by request only. Daily stayover service is offered, however no housekeeping service will take place while guests are actively in the suite or villa.
What safety precautions are you taking in the restaurants?
Restaurant host offers hand sanitizer, mandatory screening for all guests, which may include a temperature check, seating to promote physical distancing; shift to digital menus; change of items / disinfection of all touchpoints on table between diners; increased frequency of cleaning and disinfecting for both front and back of house with EPA-registered chemicals, proven effective in preventing the transmission of COVID-19; masks for all restaurant colleagues both front and back of house; rigorous hand hygiene for all colleagues.
What safety precautions are you taking in the pools, fitness center, spa?
Physical distancing maintained via signage and markers, placement of furniture, powering down of equipment, and revised occupancy limits; amenities and offerings may be modified for safety (ex; single-use sunscreen at pools, steam/sauna closed in spa); all touchpoints disinfected after each use; hand sanitizer stations in key areas throughout hotel; no self-service food & beverage; increased frequency of cleaning and disinfecting with EPA-registered chemicals, proven effective in preventing the transmission of COVID-19; cleaning time sheets displayed
For more details on the new standards being implemented throughout the guest journey, visit ALLSafeandWell.com.
What does “phased” reopening mean?
Our “phased reopening” plan focuses on ensuring adherence to new safety protocols and factors in business level demands. During this ‘phased opening’ there will be some changes to our specific venues operations including hours, menus and services which we anticipate will evolve over time. For current venue operations and hours, click here.
What shops and restaurants are open across the island?
Many local businesses have been impacted by the global crisis. Our guest experience team has the most up to date information on restaurants and activity companies open for business. We recommend calling in advance as hours and operations have been modified.
Will all of the colleagues be coming back?
Yes, many of the familiar faces will be back, however COVID-19 has had an unprecedented impact on demand, resulting in business volumes and projected occupancies which are drastically reduced, resulting in us not able to bring all of our colleagues back to work at the same time. Every effort is being made to support our impacted colleagues through these difficult times.
Are you monitoring employee health?
We are closely monitoring the wellbeing of our employees. Any employee with relevant symptoms must not come to work, and are required to contact their health care professional for assessment and results before returning. Any employee who displays a higher temperature at the time of screening will be asked to return home, closely monitor their symptoms and connect with their Talent & Culture team to determine when it is safe to return to work.
What happens if a colleague fails a temperature check?
Any colleague who does not pass our daily health screening, temperature check or is displaying symptoms will be asked to return home, closely monitor their symptoms and connect with our Talent & Culture team to determine when it is safe to return to work.
What happens if a guest displays symptoms during their stay?
In the event a guest begins feeling unwell during their stay, we will assist in arranging medical support via telehealth consultations with licensed healthcare professionals through our Accor global partnership with AXA, a leader in insurance. If it is determined that the symptoms are COVID related, the guest and their traveling party will be moved to a designated quarantine wing of the resort and work directly with the Hawaii Department of Heath to monitor their care.
Why is Fairmont Kea Lani mandating face coverings in all public spaces?
Fairmont Kea Lani is following the Maui County Mandate which requires masks to be worn in all public areas. For the full mask policy please click here.
What if I refuse to wear a mask upon entry to the resort or in public areas?
In alignment with Maui County’s Mask Mandate, we are asking everyone to wear face coverings in order to protect the health and safety of all our guests, visitors and colleagues; it is therefore a requirement. If you are not willing to do so, then unfortunately we will ask you to return to your suite or villa (if already checked in) or leave the resort.
What is your cancellation policy should I no longer be able to stay?
Fairmont Kea Lani has revised our traditional booking policy by offering cancellation or modification without penalty when notified 7 days prior to arrival – please contact the resort directly for assistance. Guests who booked fully refundable rates can cancel or modify their reservations without penalties on all.accor.com. For guests who booked through a travel agent, online booking platform or other third parties, please contact your booking provider directly for assistance.