Health & Safety Protocols Implementation

The Castello Hotels Group is initiating operations for our city hotel as of June 15th, 2020 and our resort hotels from July 3rd, 2020. We are strictly following the guidelines provided by the Greek Government, the National Public Health Organization EODY (, as well as the World Health Organization (WHO) in order to secure the health and safety of our guests, employees, contractors, suppliers and the general public. The Management team of all hotels as well as their staff have attended seminars that cover a variety of parameters pertaining the CORONAVIRUS SARS-COV-2 strain.

Our detailed Action Plans comprise the following steps:

1. Coordination

  • We have appointed a coordinator to supervise the implementation of the plan and they are responsible for each department of their respective hotel.
  • He/she collaborates with an appointed doctor responsible to monitor any suspected case and their close contacts.

2. Hotel Staff is trained on

  • The ways by which the virus is transmitted.
  • Informing procedures of hotel officials and customers.
  • Behavior and actions needed to be taken in case of illness by the staff.
  • Methods and practices of cleaning and disinfecting frequently touched surfaces leading to the possibility of transmitting the disease.
  • Communication approaches to visitors/customers.
  • Maintaining the basic protocols to avoid transmitting the virus by thorough and regular hand washing, avoiding handshakes, keeping distances, avoiding contact of hands on the eyes, nose and mouth, and covering coughs and sneezes appropriately.
  • Each member of the staff is provided with adequate Personal Protective Equipment (PPE) and ensure the adequacy of stock.
  • Staff temperature is checked every morning and are they are advised to stay home and inform their supervisors in case of symptoms.

3. Reception area

  • Staff is trained to take all the necessary hygiene measures (hand washing), keep a distance of at least one meter from customers (avoid handshakes, etc.) and follow all the appropriate rules of hygiene.
  • Staff informs visitors about the accommodation policies and the measures taken to address any incidents for COVID-19.
  • Staff offers special equipment (medical kit) for the case of an incident, such as gloves and disposable masks, antiseptics, cleaning wipes, aprons, long-sleeved robe, laser thermometers.
  • Antiseptic for use by the customers is available at the reception desk (fixed or non-fixed devices).
  • Frequent disinfection of reception desks is practiced.
  • To maintain distances, the hotel applies a suitable configuration for the reception area, addition of floor marking at a distance of two meters where the customers should stand.
  • New check-in time is 3:00PM/ New check-out time is 11:00AM.
  • All payment transactions are done by credit/debit card and sending of bills, invoices, and receipts may be done online.
  • All key cards are disinfected.
  • The entrance of non-residents in the hotel is prohibited.

4. Cleaning, disinfection & housekeeping

  • Reinforcement of sanitary services in all public areas and especially in "high risk" objects and surfaces (eg knobs, elevator knob).
  • Meticulous cleaning and good room ventilation during the time duration between stays.
  • Adequate staff equipment for personal protection (gloves, masks, robe, closed shoes).
  • Non-regular room cleaning during the stay (to avoid unnecessary contact of cleaning staff with possible case and further transmission).
  • Elimination of daily change of clothing and towels and evening preparation only at the request of the customer.
  • Meticulous cleaning - disinfection (eg with steam cleaner) of the entire room and bathroom.
  • Installation of a disposable cover on the TV and air conditioner controls.
  • Fabric surfaces (eg furniture upholstery) cleaned with a steam appliance (temperature> 70°C).
  • Opening doors and windows for natural ventilation of the space daily.

5. Food & Beverage Services

  • Resort Kitchens
  • Following of the HACCP principles.
  • Resort Restaurants
  • Restaurant operation, bar, etc. according to the current legal framework.
  • Disinfection of hands at the entrance and exit of each space (fixed or non-fixed devices).
  • Observance of basic measures to prevent the transmission of coronavirus – COVID-19 by staff.
  • Extending the time that the restaurants are open for the rotating attendance of the visitors.
  • One customer per 2.2 square meters of usable space is allowed.
  • Minimum distance between tables must be 0.90 m to 1.80 meters.
  • Fabric surfaces (eg furniture upholstery) cleaned with a steam appliance (temperature> 70°C).

6. Additional Measures & Protocols

  • Air conditioning and space ventilation
  • Individual Air Conditioning Units work with open doors to distribute fresh air.
  • Filters are disinfected regularly.
  • Elevators
  • Recommendation to avoid the use of elevators.
  • Installation of disinfectants at the entrances and recommendation for use at the entrance and exit.
  • Frequent cleaning of elevators with emphasis on frequently touched surfaces (handles, knob, etc.)

Please note that the above list is not comprehensive. Due to the brevity of this update we only mention some of the measures taken.
For a full list of protocols, press here...