COMMITMENT TO HEALTH, SAFETY AND SECURITY

At Pacific Palms Resort, the health and well-being of our guests and employees is of the utmost importance. We want to reassure all of our valued guests that as the Novel Coronavirus (COVID-19) situation continues to evolve and our team is closely monitoring the Centers for Disease Control and Prevention (CDC), World Health Organization (WHO) and local health department updates as well as following their recommendations on the appropriate health and safety measures.

We take standards for cleanliness very seriously and have well-established hygiene standards and daily cleaning procedures for the hotel to address both general cleanliness and disinfection. In addition, it is our standard practice to provide ongoing guidance to our hotel teams to promote safety and well-being through awareness, training and the use of everyday preventative practices.

To combat the spread of COVID-19 we utilize an atomized disinfectant sanitizer throughout all entryways, door knobs and handles; front desk and public areas; conference meeting rooms and banquet areas; on all guest contact surfaces including escalators and elevators; and as part of the guest room cleaning and sanitization processes and procedures. This is a government tested and recommended product certified to combat the coronavirus and other viral, fungal and bio hazard threats.

With new Health and Safety Government Guidelines in place, please make note of the following:

  • Hotel Guests that arrive at the entrance of the Resort will be asked to provide  a Federal/State Government issued ID for verification and only guests with confirmed reservations as well as ones registered will be allowed onto the Resort premises.
  • A temperature check will also be conducted at the entrance for all Hotel Guests

This is for the safety of our Employees and Hotel Guests

HOTEL & RESORT COVID-19 PLAN

EMPLOYEE & GUEST PHYSICAL DISTANCING

  • Employee and guests will wear face masks at all times, excluding within their guest room.
  • We are implementing measures to ensure physical distancing of at least six feet between employees and others.
  • All areas where employees and guests queue will be clearly marked with floor markings and signage as to where to stand. This includes check-in, check out, elevator lobbies, golf check-in and Snack Shack and Restaurants.
  • Employees will not open the doors of cars or taxis.
  • Guest room service, laundry and dry-cleaning services and amenity deliveries will be made available using contactless pick-up and delivery protocols.
  • Physical distancing protocols will be used in employee break areas, uniform change areas, training classrooms, shared office spaces, and other high-density areas in order to ensure appropriate distancing between employees.
  • Limit the number of individuals riding in an elevator and ensure the use of face coverings. Will use signage to communicate these requirements.
  • Require employees to avoid handshakes and similar greetings that break physical distance.

EMPLOYEE & GUEST HEALTH - ENHANCED PROTOCOLS

  • Communicate Protocols Extensively.  Reservation agents are trained to direct guests to our website to review safety information and the confirmation email/letter will include details regarding COVID related health and safety protocols as well as impacted current hotel service parameters and notices. When checking in, the guest will receive a letter explaining mask usage, public areas cleaning, guests room amenities, available food service options, etc.

  • Physical Distancing. Guests will be advised to practice physical distancing by standing at least six feet away from other groups of people not traveling with them while standing in lines, using elevators or moving around the property. Restaurant table layouts will be arranged to ensure appropriate distancing. Employees will be reminded not to touch their faces and to practice physical distancing by standing at least six feet away from guests and other employees whenever possible. All resort outlets will comply with, or exceed, local or state mandated occupancy limits. Guests are encouraged to use cashless transactions wherever feasible.

  • Hand Sanitizer. Hand sanitizer dispensers, touch-less whenever possible, will be placed at key guest and employee entrances and contact areas such as driveways, reception areas, hotel lobbies, restaurant entrances, meeting and convention spaces and elevator landings.  

  • Guest Area Signage. There will be health and hygiene reminders throughout the property.

  • Employee & Guest Health Concerns. Our employees have been given clear instructions on how to respond swiftly and report all presumed cases of COVID-19 on property to local health authorities.

  • Hand Washing. Correct hygiene and frequent handwashing with soap is vital to help combat the spread of virus. Employees will be instructed to wash their hands, or use sanitizer when a sink is not available, every 60 minutes (for 20-seconds) and after any of the following activities: using the restroom, sneezing, touching the face, blowing the nose, cleaning, sweeping, mopping, smoking, eating, drinking, going on break and before or after starting a shift.

  • Wearing Masks. All employees and guests will need to wear masks.

  • COVID-19 Training. All employees have received training on COVID-19 safety and sanitation procedures with more comprehensive training for our teams with frequent guest contact including Golf, Housekeeping, Food & Beverage, Banquets, Hotel Operations and Security.

  • Personal Protective Equipment (PPE). Appropriate PPE will be worn by all employees based on their role and responsibilities and in adherence to governmental or health regulations and guidance.

HOUSEKEEPING

Cleaning & Sanitizing Protocol

  • Guest room and bathrooms will be sanitized between reservations.
  • Housekeeping carts and equipment will be sanitized at the start and end of each shift.     
  • Guest linen will be delivered and removed from guest rooms in single use sealed bags.
  • Pillow protectors on the guest room beds are to be changed daily.
  • House phones, in unsupervised/controlled areas, will be removed.
  • Room doors are ‘sealed’ with a notice affixed to the door stating that clean rooms are not to be entered between guests and after disinfection and cleaning process has been completed

Guest Considerations

  • All reusable collateral will be removed from rooms.
  • Disposable collateral will be disposed and changed after each guest.
  • Extra pillows and blankets stored in the guest room closets will be removed and available upon guest request.
  • All guest amenities will be single user - individually packaged.

Specific sanitation consideration will be paid to the following guest room areas:

  • Desks, counter tops, tables and chairs
  • Phones, tablets and remotes
  • Thermostats
  • Cabinetry, pulls and hardware
  • Doors and doorknobs
  • Bathroom vanities and accessories
  • Bathroom fixtures and hardware
  • Windows, mirrors and frames
  • Lights and lighting controls
  • Closets, hangers and other amenities

FRONT OFFICE

Cleaning & Sanitizing Protocol

  • All guest touch points will be sanitized after each transaction including credit card devices, pens and registration countertops.  Room keys will be sanitized before stocking.
  • Bell carts and related equipment will be sanitized after each use.
  • Valet/car service and personal laundry services are temporarily not available.

Physical Distancing Protocol

  • Plexiglas has been installed at the front desk between employees and guests.
  • Stanchions and tables will provide appropriate six-foot intervals.
  • Workstations will be six feet apart.
  • Bellman will provide guidance to arriving and departing guests to ensure physical distancing measures are followed.
  • Guests will be directed to stand on marked spaces while waiting to check in or out to maintain six feet separation.

Guest Considerations

  • The south patio guest entry doors will remain closed to minimize guest contact.
  • The Executive Lounge will remain closed during the re-opening phase
  • Guests will be asked to wear masks while in public spaces.

IN ROOM DINING

(Temporarily closed, pending guidance from local authorities and medical experts).

Cleaning & Sanitizing

  • All doors, handles and high contact surfaces will be sanitized at least once per hour.

Physical Distancing

  • Room Service will set food on tables in hallway and server will notify guest when the table is outside of the guest’s room (plate covers remain) – guests retrieve their own table.
  • We will request that guests notify In Room Dining when finished with their meal and place their trolley in the hallway outside of their room.

Guest Considerations

  • Printed In Room Dining menus will be removed from rooms (menus posted on line).
  • Minibars product will be removed and service suspended until further notice. Some items will be available through Room Service and the refrigerator will be available for regular use. It will be sanitized between guests.

FOOD AND BEVERAGE RESTAURANT SERVICES

Cleaning and Sanitizing

  • Host Podiums including all associated equipment will be sanitized at least once per hour.
  • Service stations, service carts, beverage stations, counters, handrails and trays will be sanitized at least once per hour.
  • Dining tables, bar tops, stools and chairs will be sanitized after each use.
  • Condiments will be served in single use containers.
  • Menus will be single use and/or disposable.
  • Check presenters, pens and all other reusable guest contact items will be either sanitized after each use or single us.
  • Placemats will be sanitized after each use.
  • Trays(all types) will be sanitized after each use.
  • Food preparation stations will be sanitized at least once per hour.
  • Storage containers will be sanitized before and after each use.
  • Kitchens will be deep cleaned and sanitized at least once per day.
  • Food and beverage items being prepared will be transferred to other employees using contactless methods (leaving on expediting tables and trays).

Physical Distancing Protocol

  • Hostesses and managers will manage physical distancing at entries, waiting areas and queues (in addition to signage and marking the floors).
  • Peak period queuing procedures will be implemented when guests are not able to be immediately seated.
  • Tables and booths will be utilized with appropriate physical distancing between each seated table or family/traveling party (six feet or as otherwise advised by local authorities).
  • Bar stool count will be reduced to provide appropriate physical distancing.

FITNESS CENTER

(Temporarily closed, pending guidance from local authorities and medical experts).

GUEST SWIMMING POOL

Cleaning & Sanitizing

  • Chaise lounge chairs will be sanitized hourly.
  • Towels will be brought down by guests from their in-room bathroom.

Physical Distancing

  • Chaise lounge chairs will be set with appropriate physical distancing, six feet of separation.

CATERING AND BANQUETS

(Temporarily closed, pending guidance from local authorities and medical experts).

Cleaning & Sanitizing

  • All shared equipment and meeting amenities will be sanitized before and after each use, or be single use if not able to be sanitized.
  • All linen, including underlays, will be replaced after each use.
  • Clean and soiled linens will be transported in sealed single use plastic bags into and out of the meeting rooms.

Physical Distancing

  • All buffet and self-serve style events will be suspended until further notice.
  • Room configurations will be adjusted to allow for physical distancing between guests.
  • The capacity for conference and meeting rooms will be decrease in order to maintain at least six feet of physical distance between participants.
  • All food and beverage items will be individually plated and served.
  • Coffee and other break items will be attended and served by a server.
  • Flatware will be provided as a roll-up.
  • Condiments will be served in individual pieces or sanitized individual containers.
  • Seating and floor plans will be reviewed on an event by event basis to ensure appropriate physical distancing that follows Los Angeles County, State of California and CDC guidelines.

Guest Considerations

  • Individual bottled water will be provided in lieu of water carafes on meeting tables and water stations.
  • Examples of physically distanced floor plans will be developed for Sales & Convention Services use.
  • Modified menus will be created to showcase styles of service and items currently available.

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