Travel Information: COVID-19 Update [Updated: 4 May 2020]

All hotels under Langham Hospitality Group continue to remain vigilant and is implementing stringent measures against the spread of the coronavirus. The health and well-being of all our guests and colleagues remain, as always, our top priority.

We are reinforcing strict precautionary measures which include conducting temperature readings for all colleagues, hotel suppliers, and contractors upon arrival at the hotel and frequent disinfection of all areas of the hotel. The increased cleaning and sanitizing regimen throughout the entire hotel includes all rooms, public spaces, back of house areas and especially, the front desk, elevators, elevator buttons and room keys.

We are also regularly educating our colleagues and guests to observe good hygiene practices. Additional preventive actions we have taken amongst our colleagues to help avert the spread of COVID-19 include: washing hands thoroughly with soap and water or with an alcohol-based hand sanitizer, maintain social distancing, staying home if feeling unwell, and avoiding close contact with anyone showing symptoms of respiratory illness.

We will continue to respond and adopt the necessary precautionary processes based on the expert advice of the World Health Organization, local governments, public health authorities and medical professionals to ensure we play our part in stopping the transmission of this virus for the safety of our colleagues and guests.

Preventive Measures
We have strengthened precautionary measures to safeguard the health of our colleagues and guests, as well as keeping a tight surveillance on the current situation. Below are the main actions that we are currently implementing:

  • Increased frequency of disinfecting in all public areas including, but not limited to, handrails, elevator buttons, countertops and door handles. Sterilization of remote controls, cutlery, cups, and all other surfaces in guestrooms, restaurants, spas and fitness centres.
  • All cleaning staff and restaurant chefs to wear face masks and single use rubber gloves on duty.
  • Requiring guests to complete a declaration form regarding their recent travel details.
  • Providing face masks to all guests upon request.
  • Automatic hand sanitizer dispensers placed in lift areas in the lobby and hand sanitizer bottles at host stations at the restaurants and bars, bell counter, reception and concierge.
  • Temperature readings for all colleagues prior to their shift.
  • Notices posted at heart-of-house areas to remind our colleagues to maintain good personal hygiene at all times.

Below are the supplementary precautionary measures taken at our hotel’s restaurants, spa and health clubs as well as suppliers to safeguard the health of our guests and colleagues:

Restaurants and Bars

  • Proactively disinfect all tables after each guest’s departure.
  • Place additional sneeze guards at the buffet displays.
  • Provide additional hand sanitizers for guests and colleagues in the restaurants.
  • Sterilize all public areas, surfaces and equipment every 30 minutes, including and not limited to the door handles, reception desk, credit card machines, POS.
  • All chinaware, glassware and cutlery are sterilized using a high temperature washing machine and sanitizer.

Spa and Fitness/Health Club

  • All cold and hot towels are no longer being distributed to guests at check-in at the Health Club, Spa or at the swimming pool.
  • Disinfect all areas every 30 minutes including the reception desk, touch screens, pens, and fitness machines.
  • Additional sterilization after each spa treatment and sprayed with cleaning detergent overnight.
  • Pool Deck: Additional cleaning of all furniture at regular intervals during the day and overnight.
  • Temperature readings for all Spa guests who will also complete a health declaration form.

Cancellation Policies
In consideration of the virus outbreak and in order to facilitate our hotel guests to change or cancel their reservations, LHG will implement the following cancellation policies:

Direct Individual Bookings to LHG Hotels
With immediate effect, we will provide a full refund (and waive all related fees) on cancellations for individual bookings for stays up to and including 30 June, 2020. This date may be revised upon review of the situation.

Third-Party Individual Bookings to All LHG Hotels
For individual bookings made by a travel agent or an online booking platform, guests will need to contact their agent/booking site and refer to their terms and conditions regarding refunds and cancellation fees.

Group & Catering Bookings
For group and catering bookings, please contact the hotel directly for all enquiries.

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In our ongoing commitment to care for our guests and colleagues, we will continue to closely monitor the rapidly developing events and we wish for everyone to stay safe and healthy in the meantime. Your support is always deeply appreciated and we are very much looking forward to welcoming you back to our hotels soon.

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