Keeping your property safe and clean

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We’ve collected these health and cleanliness guidelines – both from our industry health and safety experts as well as partners from all over the world – to support you on your journey by keeping your property safe, and your staff and guests alike healthy and protected.

1) What these guidelines mean for you

No matter how seamless the guest’s booking experience can be, it’s you that offers the chance for people from all over the world to create, cherish, and share memorable experiences. Along with the service you provide to guests, you can play a significant role in mitigating health risks by establishing and practicing cleaning and safety protocols.

Consider this guide a foundation. It’s what we believe is vital when working in the hospitality industry in times such as these. And we know that these have been, and continue to be, incredibly challenging times. But please know that we are in this together. We don’t take our use of the term partner lightly and will continue to work around the clock to support you.

2) Where guidelines end and requirements begin

While we can offer our support in many areas, the advice given to you by your local government or authorities takes precedence over these guidelines. Each country has its own rules and laws, and it’s very important that you take the time to understand what applies in your particular situation.

  • If required by your local government, make sure to have an applicable reopening license.
  • If mandated by your local government, provide info on track and trace apps to your guests and staff.

We take great care and try to collect information on a daily basis from all over the world both for partners, as well as guests, to make sure everyone is aware of any possible travel restrictions. But when it comes to following the actual laws that apply to your particular situation, make sure that you check the websites of your local government and your local authorities.

3) Know what, and how, to communicate

No matter how well you’ve prepared in terms of health and safety, it's always important that you understand that certain things must also be communicated to the people who are about to book a stay at your property.

That is why we encourage you to use all the tools we’ve made available to you and to communicate effectively with your guests before, during, as well as after their stay.

On top of this, also remember we’re always at your disposal, and should be informed of any incidents that we can help solve.

  • You now have the possibility to provide info about the measures you have in place to ensure the safety of the guests and your staff. Make sure your details on our website are up-to-date to ensure transparency with guests.
  • Report any incident by contacting local authorities, as well as via phone or Extranet.
  • Keep records of all preventive measures and any changes that take place at the property.
  • Ensure that health and hygiene reminder signs are visible – for both guests and your staff.
4) Prepare yourself and those working with you

Whether you have a vast number of people working to make sure the guest experience is amazing or are a property owner taking care of all things yourself, following these guidelines can make the difference between early success and repeated setbacks. So try your best to empower yourself and those working with you to offer the best possible experience to guests.

  • Support your staff’s wellbeing and monitor their health as well as your own to ensure they are not at risk and do not present a risk for guests.
  • Ensure your staff is trained in order to detect and take action in potential incidents related to poor health conditions (for example, make sure they know how and where to report potential dangers to local health authorities and
  • Train your staff to minimize physical contact where possible. Understand, respect, and reinforce social distancing guidelines provided by your local authorities.
  • Provide appropriate protective equipment for staff (including contracted ones, such as housekeepers). These include things such as gloves and masks.
5) Set up amenities with health and cleanliness in mind

While some things come naturally, recent months have shown us that we must create new habits and protocols around cleanliness to ensure our own safety, as well as that of our guests.

  • Cleaning is the act of removing debris and dirt from a surface. Sanitizing kills bacteria on a surface. The general rule of thumb is to clean high-touch areas first and sanitize after.
  • Place transparent screens at front desk areas between reception staff and guests.
  • Use products that have been approved by health professionals in combating the spread of harmful organisms and viruses (for example, here is the guidance issued by the World Health Organization).
  • Apply disinfectants during routine cleaning of guest rooms and public spaces, such as health club areas and meeting rooms.
  • Add disinfectant when washing laundry and wash bedspreads more frequently.
  • Provide disposable disinfectant wipes to front-desk staff to disinfect surfaces that are also used by or exposed to guests. Make alcohol-based hand gel easily accessible and clearly marked for guest and staff use in all public areas.
  • Clean and disinfect hampers or other carts for transporting laundry after they are used.
  • Clean and disinfect electronics such as tablets, touch screens, keyboards, remote controls, and in-property ATM machines with care and the right sanitizing substances. 
  • Ensure the sanitization and disinfection of publicly accessible toilets.
  • Maintain and disinfect your swimming pools, as well as spas and similar recreational facilities.
  • Install air purifiers in common areas, and make sure to regularly change the filters.
  • Offer cashless payment as an option if possible and agreed contractually.
  • Stay informed of the latest news from the World Health Organization.
  • And where possible, show guests what measures you have in place and understand why they matter.
6) Understand the role guests play

There are many things you can do, but in the end, we are all in this together, and your guests also play a significant role in mitigating any risks by taking reasonable precautions to prevent unsafe situations. The guest-facing guidelines we recommend – and encourage you to share and practice – include the following:

  • Guests should follow all government and property safety measures.
  • The European Center for Disease Prevention and Control recommends that upon arrival, guests and passengers should be informed of the local situation and any applicable policies, and be told how to access healthcare services (for example, by providing the contact details of local health services and national hotlines) if they develop symptoms.
  • In the event symptoms linked to high-risk viruses (such as COVID-19) are identified before check-in or during the stay at your accommodation, guests should isolate themselves and inform the property as well as
  • When applicable, guests are encouraged to register themselves on track-and-trace apps, or obliged to do so if mandated by local authorities.
  • Guests should report any incident by contacting’s Customer Service Department via phone, email or chat.