We have been closely monitoring the COVID-19 situation and are following guidelines from the World Health Organisation (WHO) and respective local health agencies where we have operations. We understand there are many concerns during this time and wish to assure our guests that the safety and well-being of our guests, customers and colleagues are of paramount importance to us.
Our promise ‘Shangri-La Cares’ comes straight from the heart. It underpins the caring spirit of our brand and guides our unrelenting efforts to ensure your well-being and comfort.
As part of our ongoing efforts to create a trusted and nurturing environment for you, we have implemented a series of safety standards and precautionary measures in line with local government requirements across our hotels.
Precautionary measures may vary by destination. For the latest information about a specific property, please refer to the individual hotel websites or contact us.
Where local government regulations apply, colleagues don face masks and are provided with personal protective equipment, including gloves where necessary
All colleagues trained/retrained on use and disposal of personal protective equipment, personal health and hygiene, and enhanced sanitisation standards
Where local social distancing measures are in force, colleagues practice safe physical distancing. In these hotels, signage and markings are installed across heart of house areas as reminders
Comprehensive training, certification, recertification programmes for all our teams
Extensive familiarisation and trainings held for our colleagues, especially those in guest-facing roles, on COVID-19 specific safety and sanitation protocols developed in close cooperation with our partner Diversey
Enhanced cleaning and sanitisation of all heart of house areas using Environmental Protection Agency (EPA) listed disinfectants with a focus on high-frequent and high-touch areas
In destinations where government requirements mandate temperature checks, colleagues undergo mandatory screenings prior to entering hotel premises. Where required, colleagues that are unwell will be asked to stay at home and offered medical support if necessary
Pre-arrival communications offer information on health and safety measures and relevant property-specific details
Guests will be encouraged to check-in and check-out using our Shangri-La Mobile App
In specific destinations, guests’ temperatures may be taken and recorded on arrival in line with local government requirements
Where mandated by local government requirements, guests may be asked to fill out health and declaration forms
If social distancing measures are in force locally, hotels will have signage and queue ropes to serve as gentle reminders for our guests to maintain a safe physical distance
Safety amenities including hand sanitising gels will be available at reception and at other convenient locations in the hotel
Contactless payment and express check-out will be made available and their use encouraged
Increased frequency of cleaning and sanitisation of all air handling units and fan coil units
Thorough sanitisation and rigorous inspection process with attention to high-touch items
At hotels where local social distancing measures are in force, housekeeping will adhere to safe distancing during service while maintaining a high standard of hygiene and cleanliness
Environmental Protection Agency (EPA) listed disinfectants are used for sanitisation
Where local social distancing regulations apply, hotels will reduce operational capacity in communal spaces
Increased frequency of sanitisation of all public areas, washrooms and high-touch surfaces
Increased frequency of cleaning, sanitisation and inspection of all air handling units and exhaust systems
Safety amenities including hand sanitising gels will be available at convenient locations in the hotel
If social distancing measures are in force locally, hotels will have signage and queue ropes in high-traffic areas to serve as gentle reminders for our guests to maintain a safe physical distance
In line with local government regulations, safe distancing may apply to any outlet queues as required
Increased frequency of sanitisation using recognised disinfectants and food safe sanitisers
Where local government restrictions apply, outlet floor plans and seating capacities may be adjusted. Guests are encouraged to make prior reservations
In destinations where local government restrictions limit gatherings, outlets may apply group size limitations to each table. Please contact the individual restaurant for more information
Serving cutlery will be offered for all sharing dishes, served family style
Contactless payment options will be made available and their use encouraged
Hygiene amenities including hand sanitising gels will be available at reception and at other convenient locations in the hotel
Operation of swimming pool, whirlpool, sauna and steam room is according to local government requirements
Surface, seating and spa equipment such as massage tables, face cradle will be cleaned and disinfected with Environment Protection Agency (EPA) listed disinfectants or alternative approved products after each guest treatment
In line with local government requirements, guests may be asked to sign a health declaration form to access wellness facilities
Increased spacing of exercise equipment or alternate equipment taken out of use according to local government requirements to allow safe distancing at gyms
Increased frequency of sanitization using Environment Protection Agency (EPA) listed disinfectants
Disinfecting wipes available near gym equipment and towel and water stations
In destinations where local government requirements mandate temperature checks, guests may be asked to undergo mandatory screenings on arrival
Hygiene amenities including hand sanitising gels will be available at reception and at other convenient locations in the hotel
Reinforced food safety standards with new buffet and table service protocols. Guests can also request menus to be individually plated or served as packed meals
Increased frequent sanitization on all audiovisual equipment, high-touch and high-traffic areas
Event room floor plans and seating capacities adjusted according to local government requirements
Safe distancing, according to local government requirements, when queues form and in high-traffic areas
At Shangri-La Group, we care deeply about the communities in which we live and work. During these trying times, our hotels worldwide have engaged in different community support initiatives to assist medical workers, local community members and people in need. For more details, please follow our LinkedIn or refer to our Sustainability Report.
During this evolving situation, we continue to welcome our guests at our hotels and resorts in accordance with the local government requirements. For the latest information about a specific property, please refer to the individual hotel’s websites or contact us.
We wish to thank our guests for their continued trust and co-operation during this unprecedented situation.