Services available based on preventing propagation of Covid-19

In the event that you or any member of you party show any symptoms compatible with COVID-19 , you/they must not occupy any common area or facility at any time.

RECEPTION

Check-in and other services

  • On your arrival day you will have to hand out at the front desk your identification document or Passport for every member of your party as well as the details of one credit card. You will be asked to sign each occupants registration form which is sent out to the local authorities. Our reception staff will provide you the key card/keys for your apartment.
  • If you have contacted us before your arrival, we will have probably asked you to visit our web page in order to read this information which you are presently reading. If you have any further questions before arriving at the resort please do not hesitate to contact us by phone on +34 952 933674 and we will clarify any issue.
  • There will be a 24/7 reception service at Crown Resorts Club Marbella. On arrival you will be able to request your free WIFI access (2 devices) and to rent a safe if you so desire. We kindly ask you that any maintenance incident that could happen during your stay should be reported to reception by calling from your room phone dialling number 9 so that our maintenance team can attend to it following all the hygiene and security measures.
  • Night concierge service. We have a night concierge service at night 7/7.

Cleaning & disinfection services:

  • We will provide hand sanitizer at the entrance to our facilities and in the common areas.
  • Workstations and tools will be disinfected after every work day. Following official recommendations all objects and surfaces prone to being touched or contaminated by different guests in through areas, such as lift or machine buttons, handrails, door handles, etc. will be cleaned and disinfected frequently.
  • The payment terminal will be constantly disinfected.

Safety

  • Protection screens are installed at reception front desk.
  • To avoid contact, we recommend guests use their room telephones to resolve any issue during their stay by dialling 9 to connect with reception (open 24h a day).
  • Lifts will have a maximum occupancy limited to the same family unit and its use will be conditioned to prior disinfection of hands.
  • For all these protocols our industrial hygiene and health and safety at work service our H&S advisor (PREVESALUD) have instructed us on guidelines and recommendations that should be followed to correctly fulfil the hygienic and sanitary measures for prevention of COVID-19.

YOUR SAFETY COMES FIRST

In the 35 years of history of our resorts, our priority has always been and will continue to be to maintain the health and safety of our guests and employees. Now more than ever we will be maintaining our high standards for quality which define the essence of our brand. Therefore, as well as following official recommendations and the World Health Organisation, we have implemented a hygiene and safety protocol to guarantee you can continue to enjoy a well-deserved rest without worrying about safety.

The main principles behind this protocol to guarantee client and employee safety are: disinfection, reducing contact of shared elements, monitoring of employee health, informing employees, guests and suppliers, as well as training employees. In addition, there will be a protocol in case of infection advised by a qualified medical team, as well as medical assistance at the resort itself if required.

APARTMENTS

Cleaning and Safety Procedures

  • A full disinfection of the apartment will be carried out, following the documented procedure.
  • Special attention will be paid to equipment used or touched frequently (telephone, remote, taps, etc.).
  • Hangers will be cleaned between guest visits.
  • All elements used to disinfect a room will be disposed of safely.
  • The utensils used by the cleaning team will also be cleaned and disinfected.
  • Changing linen: Our housekeeping team will provide you with a bag of clean linen (mid week change of linen is carried after on the 4th day of your arrival) so that you can change them and leave the used sheets and towels in a black plastic bag which you find with the clean linen, please deposit the black bag outside your apartment door for collection.
  • Housekeeping staff will have appropriate PPE (Personal Protective Equipment). An internal protocol has been established to avoid cross contamination from linen in rooms.
  • In the event of the duration of the stay being over a week, cleaning of the apartments will take place without the clients being there and via prior coordination with our staff at Reception to coordinate the time.
  • Checklists will be followed to verify cleaning in common areas.

Prevention in event of possible cases

  • We have named a person in charge of guaranteeing that all safety, hygiene and health measures are being followed.
  • A “specialized disinfection team” has been created in the event of acting in a situation suspected of possible infection.
  • In the event of any suspicious symptoms of contagions, it is important that you are aware that we have specialised staff members instructed how to activate our immediate protocol of action with collaboration of our advising hospital.

POOLS

Cleaning and disinfection

  • Cleaning and disinfection tasks will be increased in the pool areas and appropriate disinfectant products will be used to treat the water taking into account current circumstances.
  • Personal protective measure will also be observed with the use of face masks by our staff.

Outdoor pool and sunbed usage until further notice.

  • The outdoor pool at Club Marbella is open and sundbeds are available (maximun capacity 75). A pool lifeguard will be on duty.
  • Crown Resorts guests staying at Club Calahonda will be able to use the swimming pools during the opening hours of 11.00 am to 7.00 pm.

Use of the indoor heated pool at Club Marbella.

  • The indoor heated pool at Club Marbella is open from 09.00hrs through to 11.00hrs, 7 days a week.
  • In view of the requirement to comply with social distancing, some restrictions are in place regards its use. Please contact Reception for further details.

*The use of swimming pools is strictly prohibited outside the hours specified above.

Any breach of the above rules of use can generate an administrative sanction by the National Health Authorities.

We therefore and cordially request and seek the collaboration of all our guests in their adherence to the above.

May we please take this opportunity to thank you in advance for your assistance and understanding in these unprecedented times.

Remember it is compulsory to comply with COVID -19 hygiene and prevention regulations as per this document at ALL times.

In the event that you or any member of you party show any symptoms compatible with COVID-19 , you/they must not occupy any common area or facility at any time.

Other onsite amenities

Chidren’s playground – Saunas – Squash –  Billards – Spa/Indoor Pool

These facilities are available and their usage is subject to compliance with anti covid19 Spanish regulations. Please contact reception for further details.

Café Marbella restaurant facility located at Club Marbella

Café Marbella located at our Club Marbella resort is open from 09:00 till 17:30 serving breakfast & lunch. We also offer an extensive range of products to “take away”. For more information please contact reception.

Dryers facility

Both dryers facilities at Club Marbella and Calahonda are available. Please contact reception for further details. Please contact reception for further details.

Minigolf – Table tennis – Fitness area – French Bowles – Picnic area

These facilities are available and their usage is subject to compliance with anti covid19 Spanish regulations. Please contact reception for further details.

Multiuse sports area and Paddle court

Both facilities are available prior booking with Club Marbella reception. Please contact reception for further details.

The hair & beauty salon located at Club Marbella

The hair & beauty salon is operated by an external company unrelated to Crown Resorts and is presently open Monday to Friday from 10am to 2pm, and during the afternoon from 3pm to 7pm with prebookings in advance (Saturday open with advance pre-bookings, Sunday closed). To contact the Hair & beauty salon directly by telephone call extension 1542 from your room, dial +34 695 052181 or email: hannapost@gmail.com (ask for Hanna).

The souvenir /gift shop – located at Club Marbella

The Club Marbella souvenir and gift shop is operated by an external company unrelated to Crown Resorts and is open as from April 13th, 2022. The oppening times are from 11am till 4pm. (Subject to possible changes)

FAQS

How will the use of common areas work?
Please refer to the above document which outlines the various services and facilities available  in prevention of Covid-19 propagation.

Will I be able to use the pools?
Please refer to the above document which outlines the various services and facilities available  in prevention of Covid-19 propagation.

Will there be contact prevention measures?

We kindly ask you to use the telephone in the room for any questions you need to pose to reception during your stay.

Our staff will receive continued training in this matter and the health and safety manager will be tasked with making sure to guarantee maximum safety during your stay.

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