We are ready to welcome you, when you are ready (COVID-19 update)
COVID-19 presents a challenge for businesses such as ours, where human interaction and connection is core to our employee’s and guest’s experience. We understand the necessity of prioritizing guest and employee’s safety at this time and our goal is to respect the processes and protocols while ensuring a warm and casual experience. In order to protect employees and guests, we have developed COVID-19 Safety Plan, best practices and processes which are implemented at our property. We ask all guests to respect physical distancing, exercise personal hygiene best practices, and to follow authorities’ orders.Regular cleaning of all common areas, guest rooms and work rooms is essential to protect the health and safety of guests and employees from COVID-19. While Sun Peaks Lodge’s regular cleaning protocols are extremely thorough, we have put additional protocols in place to help to prevent the spread of COVID-19.
Cleaning Protocols
Regular cleaning of all common areas, guest rooms and work rooms is essential to protect the health and safety of guests and employees from COVID-19. While Sun Peaks Lodge’s regular cleaning protocols are extremely thorough, we have put additional protocols in place to help to prevent the spread of COVID-19. We are using Ecolab® Peroxide Multi Surface Disinfectant and Cleaner for all our cleaning and disinfecting and have increased the frequency of cleaning key public spaces, wiping down frequently touched items such as elevator buttons and door handles.
Social Distancing
Our staff is reminded to practise social distancing at all times and signage is posted throughout our property. We ask our guest to respect social distancing by keeping a 2m distance whenever possible, adhering to limited occupancy in certain areas (i.e. public washrooms, elevator) and by using markers on the floor. Physical barriers (i.e. plexiglass sneeze guards) have been installed on the front desk. We encourage our employees to avoid touching personal items of guests, such as luggage.
Personal Hygiene Best Practices
All employees have been reminded and trained in best practices associated with minimizing exposure and spread of germs and associated illnesses. Diligence in regular hand washing, the use of hand sanitizer when hand washing is not possible, coughing or sneezing into their sleeve and minimizing face touching has been communicated to our employees. We ask the same of our guests.
Hotel Amenities
Sun Peaks Lodge has closed some hotel amenities including the lobby computer station and recreational facilities as hot tub, steam room and sauna. These adjustments to available amenities will remain until new direction is received from local health authorities.
It is planned top open the Steakhouse for dinner service in July and August. Details to follow, as we are working on new protocols as required, including but not limited to social distancing, staff training and additional disinfection.
Front Desk
Reduced hours and contact at check-in and check out, social distancing, front desk screens, sanitizer stations, sanitized key-cards and pens. A registration form must be filled out upon check in and the primary guest must provide a valid credit card for pre-authorization and a matching identification card upon check-in. Accepted cards are Mastercard and Visa. Cash can be used as tender at time of paying incidental charges.
Lobby
Additional disinfection of high touch surfaces, social distancing, ‘last cleaned’ charts
Room Amenities
We provide single-use personal items, i.e. soap, shampoo, conditioner, lotion, coffee, tea, sugar packets and milk powder. To reduce waste when guests exit the premises, we limit the quantities of items provided to guests at any one time. We have also removed decorative non-essential items, such as throw pillows and blankets.
Housekeeping during a guest’s stay
Housekeeping staff must practice diligent hand hygiene at all times during their shift.
We do NOT provide housekeeping service within guest rooms during their stay.
We will ensure that an adequate supply of clean towels, toilet paper, plain hand soap and shampoo is available prior to guests entering their room.
If guests require additional items, they can contact the front desk during opening hours by phone and we will leave them outside the door of guest rooms. We will provide these items at a frequency that maintains good hygiene.
We will provide a plastic bag for the guest to place their dirty linens in, and a plastic bag for their other waste. o Advise guests to tie laundry and waste bags shut and leave them outside their door for collection. To minimize the amount of time dirty linen and waste is sitting in hallways, we advise guests on a time at which items should be put out for collection.
Housekeeping after a guest’s stay
To allow for adequate air exchange within rooms, employees will wait three (3) hours after a guest has left the room before entering for housekeeping. Guest are asked to notify the front desk when leaving the room. We ensure employees do NOT enter guest rooms until authorized.
All guest rooms will be fully cleaned and disinfected after every use. Whenever possible guest rooms are left unoccupied for 24 hours after guest checkout.
Employees must practice diligent hand hygiene before entering and after leaving each guest room. If gloves are used, we ensure a new pair is used for each guest room. Proper hand hygiene must be performed after removing gloves.
We use a disinfectant that has a Drug Identification Number (DIN). We follow the instructions on the product label for dilution, contact time and safe use.
We thoroughly clean and disinfect all hard surfaces. Special attention is given to frequently touched items such as toilets, sinks, faucets, doorknobs, light switches, telephones, remote controls, bar fridges and garbage cans.
We remove all cloth items (e.g., sheets and towels) and take all dirty linens and towels directly to the laundry.
We empty all garbage containers and discard all items left in the room by guests.
We discard all single-use items and remnants, even if they seem unused or untouched. This includes, but is not limited to, bathroom amenities.
We remove all reusable glassware and dishes from the room, including all dishes that appear untouched or unused and take all items directly to the kitchen area for dishwashing.
We only use vacuum cleaners equipped with exhaust filters, preferably HEPA filters, for carpeted areas.
Employees will use (as required) the standard Personal Protective Equipment for the regular hazards encountered through their normal course of work (e.g., handling chemicals). We review all work procedures to minimize all opportunities for staff contact with splashes and spraying.
We use clean cloths, paper towels or wipes to clean and disinfect surfaces. If buckets are used, we put cleaning and disinfectant solutions into clean buckets for use. To avoid contaminating the cleaning solution, we do not re-dip dirty cloths back into the cleaning solution. We use clean cloths each time. We immediately discard paper towels and disposable wipes after use.
We avoid the use of pressurized sprayers that might aerosolize contaminants.
Unwell Guests or Employees
We have advised our employees to stay home if they are exhibiting symptoms that align with COVID-19. Should an employee start to show symptoms of COVID-19 while at work, the employee will be instructed to immediately put on a mask and return home, and promptly contact their doctor, local health authority or telehealth services e.g. Healthlink service is available in BC by dialing 811. Any affected work areas and equipment will immediately be sanitized. Should a guest at the hotel be identified as unwell, the General Manager or designate will contact the individual to determine if they are exhibiting symptoms of COVID-19 including:
- Headache
- High fever
- Fatigue/drowsiness
- Sore throat, cough, chest congestion, difficulty breathing
- Muscle aches and pain
- Whether they have been in contact with someone diagnosed with COVID-19
If two or more of the identified symptoms and/or situations are true for the individual, the individual will be asked to self-isolate, and a doctor will be contacted on their behalf so that the individual can be evaluated. Staff who have had contact will be asked to put on masks, leave work, and affected areas will be sanitized.
Should a guest or employee be identified as having a confirmed case of COVID-19, the local health authority will be immediately contacted, and the property will follow all associated direction from their local health authority.
Supporting Guests in Self-Isolation
We advise guests in self-isolation not to use any common hotel areas, equipment or appliances, including ice machines.
We support self-isolated guests to have food delivered to them. We provide information on local grocery stores and restaurants offering delivery.
If food service and food delivery options are not available, asymptomatic guests in self-isolation can leave to obtain groceries.
We support self-isolated guests to procure prescriptions and medications by providing information on local pharmacies offering delivery.
If pharmacy delivery is not available, asymptomatic guests in self-isolation can leave to obtain prescriptions and medications.
Asymptomatic self-isolated guests can leave the hotel to attend critical appointments.
Please note: Self-isolating guests who are also essential workers are subject to different guidance. Learn more about Guidance for Essential Workers Returning to B.C. here: https://www2.gov.bc.ca/assets/gov/public-safety-and-emergency-services/emergency-preparedness-response-recovery/gdx/orders-april-10/covid19_travel_guidelines_for_essential_workers_april_10_final.pdf
