New cleaning equipment
New cleaning and disinfection protocols, including new cleaning equipment and products to be used during the whole stay.
Communication regarding COVID-19
Dear Esteemed guests,
Hugo’s Hotels is very much aware that events related to the COVID-19 coronavirus and the intense amount of information it is generating requires us to make an extra effort regarding transparency, openness and proximity with respect to everyone who has placed their trust in our Hotels.
Since we took the decision to close in early March, we have been tirelessly working behind the scenes to ensure that once we reopen, the health and safety of our guests is maintained. Obviously, your welfare has always been of primary concern to us, but now we have implemented extra precautionary measures which provide added reassurance and peace of mind.
Your Health, Safety and Well-Being
Due to the Covid-19 health crisis, since our reopening on the 26th June 2020, our hotel operations have been adapted to guarantee safety for our customers and compliance with regulations. Additional cleaning and hygiene measures have been implemented and some procedures and spaces have been adjusted. These changes may affect some services. Therefore we continue to review and raise our standards to be in-line with the latest research and recommendations from the World Health Organisation (WHO) and local health authorities to ensure the actions we take are comprehensive and suitable.
Given the extraordinary situation created by Covid-19, Hugo’s Hotels has devised an operational transformation strategy based on the following premises:
- Reduced contact in interactions between customers and employees.
- New cleaning, hygiene and social distancing measures have been developed to allow the opening of our hotels within a framework of confidence and safety.
- Hotels have increased the frequency of cleaning public areas (including lobbies, elevators, door handles, public bathrooms) and high-touch points in guest rooms.
- All hotels have been advised on cleaning products and protocols which are effective against viruses.
- We continue to review food and beverage service in accordance with current food safety recommendations.
In the interim we thank you for your continued loyalty and we look forward to welcoming you to our hotels.
Best wishes,
Firas Aboulezz
Hotel General Manager
Hugo’s Hotels
Special prevention plan
We have created a special prevention and maintenance plan for air conditioning, heating, refrigeration and water systems.
Personal Protective Equipment
Specific personal protective equipment (PPE) and hygiene equipment. Training in food hygiene and health standards prior to opening for all employees.
Laundry procedures
A protocol has been defined for laundries for washing and collecting linen during the stay and after the customer’s departure to avoid contamination.
Cleaning on request
Customers can decide whether they want to use the cleaning service during their stay. Cleaning will always be done when the customer is out of the room.
Elimination of paper and waste bin
All paper and stationery in the room will be eliminated. The bathroom waste bin will remain and must have a lid, double bag and non-manual opening system.
Dispensers
Hydroalcoholic solution dispensers for hand cleaning will be placed in public areas.
Pre-arrival information
Before customers arrive, they will be contacted and told about all the measures being taken and what their stay will be like. This information will be available and updated on www.hugoshotels.com.
Protective screens
Installation of protective screens in reception and in the dining room services.
Capacity Reduction
A space management tool has been implemented to reduce capacity in restaurants, meeting rooms and swimming pools and manage bookings to guarantee social distancing and personal space.
Breakfast Buffet modification
Buffets adapted with our expert chefs directly serving customers a wide range of different dishes. Aiming to optimise the flow of customers and reduce food handling.
Cancellations can be made up to 1 day before the scheduled arrival date. Some exclusions may apply. May exclude periods with special event restrictions or peak demand weeks. Please refer to the property’s Rate Details for applicable terms or exceptions, if any, when booking or changing reservations.
For bookings made before today, our cancellation policy is as follows:
1. If customers are affected by travel restrictions in their country of origin or the hotel they have booked is closed for the expected dates of the stay, Hugo’s Hotels offers you the chance to change the booking under the following conditions:
For individual reservations made under flexible conditions, we offer 100% flexibility to postpone the booking up to 24 hours before the expected arrival date. You can postpone the booking up to 12 months in advance, choosing a date for which the hotel offers the same terms and conditions, or agree to pay any possible difference in the room rate without any booking management fees.
For individual reservations made under non-refundable or advance purchase conditions, we offer 100% flexibility to postpone the booking up to 24 hours before the expected arrival date. You can postpone the booking up to 12 months in advance, choosing a date for which the hotel offers the same terms and conditions, or agree to pay any possible difference in the room rate without any booking management fees. However the booking may not be refunded.
For group bookings we offer 100% flexibility to change the dates without any booking management fees up to December 31, 2021, regardless of the date the booking was made.
2. Check the specific conditions for each booking as some exceptions may apply during high-demand periods and may require cancellation further in advance to avoid cancellation fees and penalties. The room type and room rate are always subject to hotel availability at the time of the new request, if any.
3. If we are forced to close the booked hotel for the dates booked, we will offer alternative accommodation of the same or superior quality in another hotel in Malta. If this is not possible, we offer 100% flexibility to postpone your reservation up to 24 hours before arrival: you may choose a later date until December 31, 2022 and on which the reserved hotel is operative again and offers the same terms and conditions or for which you agree to pay a possible difference in rate without any management fee.
4. Guests who book through online travel agents or other third-party travel professionals are advised to contact their booking provider for information on the policies they are applying.
5. We are aware that the COVID-19 pandemic and the response from the government and health authorities are constantly changing and developing. Please note that the criteria in this document are therefore subject to change over time.
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Offers
