COVID UPDATES
Updated June 2, 2020.
“We, those of us from back then, are no longer the same,” Pablo Neruda
The opportunity for rebirth can arise at the most unexpected moment. If the great merit of poetry is to halt the flow of the everyday in order to enter, for an instant, a place where everything is seen differently and from which new or hidden meanings emerge, the Covid-19 pandemic has generated, in the most astonishing way, a forced pause. Body and spirit have reunited, increasing our awareness and prompting us to rethink our responsibilities to Mother Earth.
The Sanctuary, a beating heart of quartz in harmony with life, was prepared to face this difficult time. In addition to its commitment to peace and health, it now has implemented more than 200 strict health protocols to guarantee the well-being of guests and staff.
For years, the Sanctuary has skillfully combined vast open spaces, gardens, and communal areas with secluded corners for rest, meditation, and the intimate enjoyment of nature. Healthy physical distance, healthy spiritual closeness.
It is important that you are aware of the following before your arrival:
- Guests' temperatures are taken upon arrival using an infrared thermometer. This is mandatory.
- Guests are not subjected to quarantine and the use of masks or face coverings is not mandatory; however, they are respectfully asked to observe certain behaviors, such as: maintaining social distance with other guests and staff, and immediately reporting any discomfort that could coincide with those of Covid-19.
- The epidemiological traffic light system guidelines, which determine the maximum occupancy based on the alert level, are being strictly followed. The facilities, including the spacing between tables in the restaurant, have been arranged to ensure that social distancing is always maintained and that hygiene and safety measures are maximized.
- For your peace of mind, please note that there is a small clinic in town and that the hospital in Toluca is 90 minutes from Valle de Bravo. The Sanctuary has its own helipad for emergency medical evacuations.
- Check-in and check-out are done electronically, so guests are asked to fill out the requested forms.
Regarding the collaborators and protocols of El Santuario:
- Staff members wear masks and face shields when interacting with guests, such as delivering food, and gloves when handling food or appliances. Protective equipment is washed and disinfected at recommended temperatures and with recommended products. Strict adherence to social distancing guidelines is maintained, keeping a minimum distance of 1.5 meters from the nearest person.
- Staff temperature is monitored daily upon arrival
- Room cleaning is only performed at the requested time and in rooms where guests are not present. Turndown service has been temporarily suspended.
- For longer stays, we ask the guest to let management know how often they require bed linen to be changed.
- Only the housekeeper enters the room. Luggage and room service items are left outside the suite.
- Room service is delivered with covers on the dishes
- The laundry service is collected at cleaning time; the garments are washed in a washing machine with water at 70°C and returned the next day
- To safely enjoy your room and facilities:
- The pools maintain the maximum recommended levels of chlorine and pH for the elimination of viruses and bacteria.
- The sunbed covers are steamed once a day.
- The equipment for the various activities offered, such as yoga mats, rackets, and kayaks, is disinfected after each use. For added safety, guests may bring their own tennis balls or purchase new ones at Reception. Balls that have not been used within the last 72 hours are also available upon request.
- Group activities have been reduced to a maximum of eight people per group. Please book in advance.
- Temascal only accepts reservations for six people or private bookings.
- Boat trips are only available on a private basis.
- All food is prepared in-house and staff rigorously use the indicated masks, clean and disinfected products, and comply with all hygiene standards, including cooking at high temperatures.
- Erasures
- Please use your phone to scan the QR code that displays the restaurant menu and the in-room services menu.
- To contact the Reception team, bellhops or room service, please use the telephone or a message via WhatsApp, to 722 572 4712.
Some of the measures that the Sanctuary has taken:
- 24-hour waiting period between the occupancy of the suite by the outgoing guest and the incoming guest.
- I use only the best antiviral cleaning products.
- In the cleaning and disinfection of each room, top-quality products are used, along with a steam cleaner on all surfaces: walls, floors, furniture, handles, and glass.
- All linens, including mattress protectors, are changed before each arrival.
- Disinfectant soap and hand sanitizer are provided in each bathroom. There are hand sanitizer dispensers at various points throughout the hotel.
- Staff areas have handwashing stations and alcohol gel.
- Linens, crockery and glassware are washed at high temperatures to ensure proper disinfection and are stored in enclosed spaces.
- Staff have been trained in proper hand washing and surface cleaning.
- Surfaces, especially in the kitchen, are constantly disinfected.
- At the pools, the sun loungers are covered with clean towels, which are changed after each use.
