What will a holiday at a RIU hotel be like now?

date_range 2 June, 2020 label , question_answer 36 Comments

RIU Hotels & Resorts has developed a new Instructions Manual to manage the reopening of its hotels after closing due to the COVID 19 crisis. As you know, circumstances dictate that exceptional hygiene and disinfection measures be taken during this period to ensure maximum safety for you and our employees.

These new measures can generate doubts about the availability of services, the actions taken by our employees and about the guidelines you should follow when you come to visit us. RIU has created this instructions manual to solve any doubts as much as possible:

General Rules

Capacity has been reduced in all our hotels to a maximum of 50% to 60%, unless there are more restrictive local rules, and detailed protocols have been developed for employees to safely deal with their daily tasks. These protocols include instructions regarding: their journey from home, arrival and use of changing rooms and employee areas, reception of goods, general use of gloves and masks, provision of disinfectant gel in all work stations and common areas, increase of the frequency of cleaning of all common areas, both the clients’ and employees’, and respect for the safety distance between colleagues and guests. Therefore, cleaning and prevention tasks will be carried out in all hotel areas and procedures. Customers will not see these tasks being carried out, but we want you to know they are being done.

The most important recommendation for your safety and to enjoy your stay, is to follow the hotel staff’s indications. There will also be posters with information on preventive measures and instructions regarding distance, capacity, queues and entry or exit paths. For your peace of mind, the employees know the protocols well and will be available to guide you regarding the services, seating, schedules and other important information.

Please bear in mind that the total hotel capacity will be limited, which will enable us to keep to distance and capacity limitation protocols.

What will our stay at the hotel be like?

1.    When you arrive

All customers will be given a temperature check on arrival, hands will be disinfected and masks will be provided.

A security screen has been installed at the reception, the hotel web check-in will be implemented gradually and the use of the application will be encouraged which provides information on hotel services and schedules. This will prevent handling documents as much as possible.

The check-in time has been delayed until 4 p.m. and the check-outtime has been brought forward to 11 a.m. to allow time for the new room cleaning and disinfection protocols.

Lift capacity has been reduced, which you can only share with members of your own family or booking.

2.    Bedrooms

We inform you that your room will have been thoroughly cleaned and disinfected. RIU implemented a strict cleaning protocol many years ago, as a result of its experience in all kinds of situations, including other viral infections. This protocol was designed to avoid cross-contamination and includes the use of three different colour cloths to clean the different areas of the room. Terraces, bedrooms and bathrooms are cleaned in that order and with different cloths, which are changed for each room.

We also use an efficiency tested virucidal spray product to disinfect the rooms before each new arrival, and daily cleaning tasks focus on disinfecting frequently used elements such as railings, telephones, remote controls, handles and other surfaces. Cleaning staff wear gloves and masks, they disinfect their hands before each new room, and a team has been created that specialises in cleaning rooms with suspected or confirmed cases of infection. In addition, there are plans to set up a separate section to accommodate positive or suspected cases of COVID19 if they cannot travel to a health centre.

Amenities are limited to the essentials and magazines, coffee makers, posters and brochures have been removed. We have done everything possible with the intention of limiting the manipulation of elements shared with other guests. You will also find a hydroalcoholic gel dispenser in the bathroom.

3.    Restaurants

Breakfast, lunch and dinner timetables have been extended to avoid rush hour crowds. At the entrance, our staff will take your temperature and ask you to disinfect your hands. They will also provide you with gloves and a mask if you do not have any as they are compulsory to access and approach the buffet. An employee will take you to your table, which will have a single-use tablecloth that has been disinfected beforehand, as well as the chairs, which will also be placed to respect the safety distance. Cutlery is no longer collected at the buffet and is placed on the table in sealed envelopes, and drinks will be served at your table.

We have improved fresh air ventilation in all our restaurants, we are offering more freshly cooked meals, and we have increased the number of individual dishes and single-dose portions of sauces, butter and yogurts.

4.    Bars

At the entrance of the bar, RIU employees will ask you to disinfect your hands with hydroalcoholic gel, and to enter, as in the dining room, our guests must wear a mask, Tapes and marks will be used to keep safety distances in the queues. Once inside, drinks will only be served at the bar or at the tables, there will be no self-service machines. The menus have been removed and will be replaced by posters. They are also available on the hotel application should you choose to download it. The tables will be disinfected after each customer, and they will also be placed to keep the safety distance between them.

5. Swimming pools

Appropriate products are used in our swimming pools to disinfect the water, which will be monitored more frequently, as well as the surrounding areas. Hammocks will be separated to maintain the safety distance, and the exchange cards have been eliminated to use the towels. Towels are collected at the usual place and there will be specific places to leave wet towels after using them. Monitoring distances and maximum capacity also applies to the glasses used at the pool.

6. Spa and gym

For all members of staff, equipment and furniture, hygiene procedures are reinforced, including the use of gloves and masks. Security distances will be monitored, limiting the capacity, and there will be a hydroalcoholic gel dispenser at the entrance of each area: toilets, changing rooms, water areas and the gym. Disposable protectors will be used on the stretchers for each treatment and the area is naturally ventilated after each session. In the gym, the use of a towel will be mandatory on all sports equipment, as well as disinfectant spray and disposable paper for the machines before and after use.

7.    Entertainment

The entertainment programme at each hotel will be adapted to the new situation, eliminating some of the sports or leisure activities where keeping a distance is impossible. Cleaning has been reinforced, emphasizing on disinfecting the spaces and elements used in games or sports. Our entertainers will also be protected with gloves and masks when handling material or when distance cannot be maintained. Children’s activities will also be adapted, reducing capacity and reinforcing the monitoring of safety distances. Activities for the youngest ones, from 4 to 7 years old, are eliminated for the time being as we cannot guarantee the necessary distancing.

Our evening programmes have been adapted to offer the shows and musical performances at which we can guarantee the safety of our guests, entertainers and artists.

8.    Beach

As with the pools, the hammocks on the beach will be placed to maintain the safety distance.

9.    Water activities

Water activities will be available in the hotels, adapting them to the new safety measures in terms of distance and capacity. Our staff will follow the same cleaning and personal protection protocols as in all other areas of the hotel. Any briefings, if necessary, will be done outdoors.

For the excursions, only open boats will be used, the capacity is reduced to a third and the diving and snorkelling equipment is sanitized before and after each use.

10. Shops

Reinforced personal hygiene procedures have been implemented, including gloves and masks for all members of staff. Capacity will be reduced to ensure safety distance and it will be mandatory to disinfect your hands and wear gloves. All items will be disinfected before leaving the warehouse and the items that can be exchanged or returned will be stored for 72 hours. We encourage paying by card, and cleaning and fresh air ventilation has been increased.

  • RIU Hotels & Resorts has developed a new Instructions Manual to manage the reopening of its hotels after closing due to the COVID 19 crisis


  • Andrew Forsey

    Roll on palace pacifico in September then so can’t wait to meet you all

  • Wendy & Geoffrey Whalley

    Well done the RIU we have used the company for many holidays including the Carabian you are not asking to much of people as its for their safety as well as yours your standards have always been very high and would not expect anything different we are hoping to go to sal in Cape verdi in a march 2021 so once again thank you for all your fantastic services

    • Riu Hotels

      Hi Wendy!

      Thank you very much for your nice comment! We hope to see you soon in one of our hotels!

      Kind Regards,
      RIU Hotels & Resorts

  • Douglas Wood

    Thank you for all you are doing

  • Laylia

    What will happen if someone has a high temperature?

    • Riu Hotels

      Hi Laylia!

      If someone exceeds the permitted temperature they are isolated for a while in the lobby and checked for the effect of the heat of the street. If the fever does not go down, the RIU medical staff will evaluate the case and the client will not be able to check in until the situation is clarified.

      Kind Regards,
      RIU Hotels & Resorts

  • Donna Bennett

    I applaud the measures you are implementing. Unfortunately I have a latex allergy and gloves are not an option for me. I also have asthma which makes wearing a mask for an extended period of time an issue. Any suggestions? I have been coming to Jamaica for many years and the Riu has been my home away from home. I would hate to give it up

    • Riu Hotels

      Hi Donna!

      Thank you very much for contacting us! For your peace of mind, none of the gloves in the hotels are made of latex. Furthermore, you should only wear the mask in closed spaces, for example, while you are in the hammock area that keeps your distance you should not wear it or while you are having a drink in the bar area.

      We hope to see you soon!

  • Janet Dietsch

    I think you are doing a great job Riu in this situation!! So glad to be coming back in September!!!

  • Michael Savage 30037027

    Fantastic Riu hotels open, just booked Riu Monica for November

  • Cheryl Guzzo

    We are headed to Riu Yucatan July 27th and we were wondering if its mandatory for guests to wear maskS at all times?

    • Riu Hotels

      Hi Cheryl!

      As long as this situation continues, the hotels will continue to operate under the same health and safety standards to ensure the safety of guests and employees. You must wear your mask indoors. For example while you are eating or enjoying in the pool area if you are in the hammocks you should not wear it because they are separated with the safety distance.

      We hope you enjoy your vacation!

  • Tamara Van Nuffelen

    Cool! I have no problem with this! When is Riu Touareg Cabo Verde opening again?

  • Wayne Tujaka

    We love the Rig,and are impressed with the measures that are being taken. Looking at visiting as soon as we can. Thank you and stay safe my friends.

  • David Edwards 91923372

    Many thanks for the reassurance that everything possible will be done to protect your clients. We will be returning just as soon as it is possible to do so.

  • Hubert

    Too many rules that are senseless. Especially the gloves. Washing hands on a regular basis and using disinfection is more useful.
    I understand that some rules are done for the hysterical ones, but if these measures will continue over the next time I will not make any holidays in RIU hotels or elsewhere. Because this won’t be really holidays. Sorry for that.

    • Riu Hotels

      Hi Hubert!

      Thank you very much for leaving us your comment! Currently the hotels act under a protocol with the aim of protecting the health of employees and customers. We understand that the situation is difficult but we have worked hard to adapt the rules so that you can enjoy your holidays with us as always.

      Kind Regards,
      RIU Hotels & Resorts

  • Alan church

    We are booked for november2020 vistamar Gran Canaria can’t wait we know we will be well looked after

  • andrew dunn

    I’m going rui yacaton in Mexico very worried it won’t be a holiday if your expected to wear masks and gloves all the time seems its not an 5star holiday anymore

    • Riu Hotels

      Thank you for your comment, Andrew!

      As you know RIU has adapted to the current situation and all our hotels operate following protocols that protect the health of customers and employees. However, we have worked hard to adapt these rules so that you can continue to enjoy your holiday with us.

      Kind Regards,
      RIU Hotels & Resorts

  • LB

    The measures you’re taking to keep your guests safe are greatly appreciated, and just reinforce why this is my favorite resort! I can’t wait to return!

  • john trigg

    WOW think this is outstanding puts me at ease knowing on my trip on July 10th 2020 we will be save as we can be . Thanks for taking are safety head on.

  • alethia Gibson

    Sounds very interesting and good

  • Andrew forsey

    If we can get in September to palace pacifico if travel allows can’t wait

  • Karen Cozens

    Can I pleas ask if masks and gloves will be provided?

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