COVID-19 Health Protocol

Lotus Hotels have always prided ourselves on the cleanliness of our resorts but we also understand during the covid-19 pandemic our guests may need an extra assertion of how we are keeping them safe. This is why our brand-new program ‘Lotus Care’ goes beyond the already stringent quality controls and health measures already in place.

We have now added additional protocols and guaranteed cleanliness standards to ensure heightened health and safety measures for guests seeking peace of mind while staying at a Lotus Hotels’ resort. We have created the program because we really do care about you. Your wellbeing is our top priority and we want to ensure you enjoy your stay 100% at any of our hotels without worry.

What is Lotus Hotels doing to protect me from covid-19

We have made a number of changes to procedures to ensure you are protected at each stage of your arrival and stay with us.

Following the latest recommendations from experts, National institutions and the World Health Organization (WHO) we have adapted our health and hygiene procedures to ensure the utmost safety and well-being of our guests, staff, and suppliers at all of our hotels.

We have introduced a new ‘Triple Check System’ to make sure all health and hygiene procedures are carried out rigorously and consistently. This system includes more ongoing sanitation around the resort during the day, public restroom checks every 30 minutes, and the use of hand sanitizers throughout the resort and before guests enter the restaurant areas. Swimming pools are tested and treated more regularly, and items that are physically touched by guests and staff like keys, hand railings and door handles are sanitized numerous times during the day.

Transfers
Lotus Hotels only uses private transfers for all guests. We have reduced the number of guests transported in every type of vehicle to ensure proper physical distancing. In addition, every driver will be wearing a mask and gloves and will be provided with sanitizer for guests. Vehicles will also be re-sanitized after every trip.

You may be asked to allow your driver to take your temperature before departing for the hotel.

Check-In
We have extended check-in times between guests and, for those queuing, there are standing signs to indicate physical distancing. New, no-contact procedures include welcoming handshakes being replaced with a “Namaste” and you will be asked to hold up your passport for a photo instead of it being photocopied.

Personal Protection Equipment & Staff Protocol
Every staff member in our resorts is required to wear a mask at all times. Goggles and gloves are also required by staff members in certain positions in the resort.

Staff members have their temperature checked upon arriving at work. Any staff member with a temperature above 37.5°, cough or runny nose, will be immediately sent to seek medical attention.

Physical Distancing & Public Areas
We believe that you can still have a wonderful experience at our resorts while adhering to physical distancing rules. Staff members and guests not travelling together are asked to respectfully stay 1.5 metres from each other. These rules apply for public areas within the resort and the beach.

In some of our hotels, we will be limiting the capacity of the resort and resort facilities to ensure physical distancing is possible. Public areas will also be thoroughly sanitized to ensure there is no transmission of illness between guests who are socially distanced.

Indoor and outdoor soft furnishings will be disinfected, hand sanitizers are placed throughout the resort, and lobby, lounge, restaurant and bar chairs and tables will be disinfected after each use and/or on an hourly.

In addition, public toilets will be inspected and disinfected at least once an hour throughout the day focusing on high contact surfaces like door handles, soap dispensers, and toilet roll holders. Signage to remind guests to wash their hands properly, and the cleaning logs will be posted in clear view.

Room cleanliness
Lotus Hotels has always taken cleanliness very seriously but has introduced even more robust housekeeping measures to ensure the health of our guests.

We have introduced disinfectants to our daily cleaning regime, which is now extended with a specific list of high-contact areas and triple-check cleaning system. In addition, all glasses and dishes and silverware will now be washed through a complete dishwashing & sanitation procedure, not by in-room washing only.

In between guests, the rooms will undergo a thorough sanitization, guaranteeing that everything has been completely disinfected to the highest standards and there have been no other guests in the room for a minimum of 24 hours.

Pool area
Our pool and beach areas are also cleaned to the highest standard to ensure your safety. Throughout the day the pools are checked for water quality every 3 hours and chairs and loungers are sanitized in the morning, evening, and between guests. Physical distancing rules apply in the pool and beach areas and loungers are set up at least 1.5 metres apart except for guests in the same party.

Dining
Strict hand-washing and sterilizing protocols are adhered to by all of our serving staff. This includes a thorough cleaning of tables and chairs in between guests, sterilizing of menus, and servers wearing masks at all times.

Our bars will also remain open but with strict health and hygiene protocols in place.

Do I need medical documents or a covid-19 test?
No, you will not need a covid-19 test result or medical documents to stay at any of our hotels but we will check your temperature upon pick up or when you arrive at the hotel. However, you may need these documents for flights, visas, or to enter Indonesia or certain islands within Indonesia. These rules are evolving all the time so it is best to check with your airline and other transportation providers.

What if I feel unwell during my stay?

If you feel unwell with Covid-19 related symptoms like fever, cough, or trouble breathing, you must contact the resort managers immediately. For our staff and guests’ safety, we will request that you stay in your room until you have been cleared to leave by a medical professional.

What are the refund & cancellation policies during this time?

Our refund and cancellation policies have been adjusted to ensure you won’t lose your hard-earned money if you aren’t able to take your trip as planned. Longer no-penalty cancellation times allow you to cancel your trip up to 2 weeks before your stay. If a travel ban is in place due to pandemic related travel restrictions you will be able to reschedule your booking within 12 months from your original booking date. If by the end of the 12 months, you have not been able to use your booking, you will receive a full refund.

What if my flights home get cancelled?

If your flight home gets cancelled, we will do everything we can to assist you in contacting your airline or travel agent to book a new flight home. We are also happy to accommodate you in our hotel at our published prices as long as we have availability. However, we cannot be held responsible if you are unable to fly and cannot accommodate you at our hotel.

Please check with your airline company to find out how they will support you in the event that they have to cancel your flight. We also strongly recommend that you travel with insurance that will cover you in any situation, including pandemic-related travel disruptions and illness.

Is it safe to dive during covid-19?
Diving during the covid-19 pandemic is as safe as any other activity with the correct health and hygiene procedures in place. Gangga Divers are operating with PADI guidelines for diving during covid-19. This includes all diving gear being thoroughly disinfected in sanitation solution before and after use. All countertops, pens, and other equipment are also sanitized after each use.

Guests and guides are expected to adhere to physical distancing rules on the vessels. The capacity of our boats may be lowered to allow for physical distancing.

Are land excursions still available?

Our land excursions and day trips are still available to guests. All guides and drivers will wear masks and gloves and vehicles and equipment will be sanitized before the excursion.

You will be required to have your temperature taken before the excursion and wear masks during the trip. Numbers of guests on excursions will also be reduced to be able to adhere to physical distancing guidelines.