COVID-19 Guidelines for Alisa Hotel Learn More
The safety and wellbeing of our guests, customers and colleagues is a top priority for Alisa Hotel.
Alisa Hotel continues to monitor the coronavirus (COVID-19) situation closely, keeping those who are affected in our hearts, and listening carefully to the questions and concerns we receive from guests such as you.
Inspired by Alisa Hotel’s purpose – we care for people so they can be their best – and in response to the dynamic COVID-19 situation, we would like to share actions Alisa Hotel is taking to care for you during this time, including booking with confidence and travel flexibility and comprehensive steps to implement new guidance, procedures and practices as we reimagine the hotel experience.
Committed to delivering a clean and safe environment through health and safety protocols At Alisa Hotels, one of our highest priorities is the health, safety, and security of our guests, team members, and business partners. COVID-19 has fundamentally changed the way we live, and we are adjusting our daily operations to fit within the new normal. In response to this, we and a team of experts have reviewed our existing health and safety processes and developed a new safety protocol. This in-depth cleanliness and disinfection protocol was created in accordance with the protocols rolled out by World Health Organization, the Government of Ghana and Ghana Health Service and is designed to ensure your safety and peace of mind from check-in to check-out.
Our New Protocols A new 18-step protocol for hotels and 10-step protocol for meeting and event spaces that have been introduced in all our hotels. New cleaning and disinfection procedures, increased attention to safety in communal spaces, protective equipment, and updated training for team members are included in the new protocols. All our worldwide locations are being briefed on these protocols and strongly encouraged to implement them. These protocols describe specific processes and measures that are designed to make you feel confident when you visit us.
1. Physical distancing We have implemented physical distancing measures throughout the hotel.
2. Increased Cleaning and Disinfecting We have increased cleaning and disinfecting frequency throughout our hotels, paying attention to high-touch items.
3. Air circulation We have improved our air circulation processes to increase air quality.
4. Sanitizing stations We have Installed alcohol-based hand sanitizing stations at all entrances and public areas
5. Disinfect key cards We clean and disinfect key cards upon check-in.
6. Door hangers We display door hangers with cleaning and disinfecting information in all rooms and meeting venues.
7. Travel-size hand sanitizer We provide each guest room with a travel-size hand sanitizer.
8. TV remote We provide clean and disinfected TV remotes in an individually sealed and protective bag for all guestrooms.
9. Linens We wash all linens at a high temperature for optimal disinfection.
10. Pool and other wellness areas We provide sanitizers in our fitness and wellness centers.
11. Methods of payment We offer cash-free methods of payment at all outlets and receptions.
12. Grab and go We offer individually packaged and other grab-and-go food options.
13. Bars and restaurants Our Restaurant and Bar spaces have been rearranged to provide physical distancing.
14. Food safety We adhere strictly to the safety procedures while serving all food and beverages.
15. Minibar We have removed all minibars for safety reasons.
16. Team training We have given all our team members comprehensive hygiene and prevention training.
17. Team member temperature checks We administer temperature checks for team members and suppliers, when legally permitted or required.
18. Team member PPE We provide all team members with personal protective equipment.
Meeting and Event Space Protocols In addition to our General protocols, we have implemented this new 10-step protocol for meeting and event spaces in our hotels. New cleaning and disinfection procedures, increased attention to safety in communal spaces, protective equipment, and updated training for team members are included in the new protocols.
1. Personal belongings We ensure the safe handling of personal belongings in designated areas.
2. Sanitizing stations We have installed stations with alcohol-based hand sanitizer and gloves in hotel public areas and meeting and event spaces.
3. Increase cleaning and disinfecting Increase cleaning and disinfection frequency of all hotel areas, paying special attention to high-touch items.
4. Air Circulation We have improved air circulation processes to increase air quality.
5. Door hangers We display door hangers with cleaning and disinfecting information in each meeting room.
6. Disinfect box We have placed a “disinfect box" in meeting rooms for used stationary items and disinfect them after events.
7. Physical distancing We ensure physical distancing in meeting and event facilities.
8. Event manager contact Our hotel event manager is available for contact directly through your own device, to assist with your requests during the event.
9. Food safety We adhere to the strict safety procedures while serving all food and beverages.
10. Coffee machines We clean and disinfect our coffee machines frequently.
Our Global Care & Cleanliness Commitment focuses on the safety and wellbeing of our colleagues and guests, and builds on existing rigorous safety and cleanliness protocols. The commitment includes an international cleanliness and training accreditation process, a trained Hygiene & Wellbeing Leader or team at all locations, and a cross-functional panel of trusted medical and industry advisors. Visit Global Care & Cleanliness Commitment to learn more about enhanced safety and cleanliness measures you may see at Alisa Hotel hotels worldwide.
IMPORTANT FACE MASK & COVERING REQUIREMENT: Following medical expert guidance to help reduce the spread of COVID-19, face masks or coverings are required in hotel indoor public areas and when moving around in outdoor areas at all Alisa Hotel hotels globally, with some exceptions, based on local laws or guidance. For specific requirements, please contact the hotel directly or visit the hotel website.
Public areas may include hotel lobbies, meetings and events spaces, restaurants and bars, and fitness centers. Some guests may be exempt from this mandate, including but not limited to guests with medical conditions, guests consuming food or beverages in restaurants, guests who are seated outdoors and socially distant, and children under the age of two (2). Contact your nearest Alisa Hotel Global Contact Center for more information.
We believe in responsible and safe travel while staying vigilant and following procedures and protocols developed in consideration of guidance and information shared by the World Health Organization (WHO), Centers for Disease Control and Prevention (CDC), other leading organizations and experts, and local government requirements and guidance. Alisa Hotel also supports the American Hotel & Lodging Association’s (AHLA) “Safe Stay Guest Checklist.”
Alisa Hotel hotels continue to welcome business and leisure travelers with our established operational excellence and commitment to care as we reimagine the hotel experience.
Existing reservations booked prior to July 1, 2020
With some very limited exceptions, existing reservations booked before July 1, 2020 can be cancelled at no charge up to 24 hours before your scheduled arrival. This includes Advance Purchase Rate reservations. Reservations made after April 1, 2020 at Destination Residences or under the Special Event Rates are subject to the cancellation policy disclosed at the time of reservation.
New reservations booked July 1, 2020 or beyond
With some very limited exceptions, reservations booked on July 1, 2020 or beyond – for arrival dates through July 31, 2021 – can be cancelled at no charge up to 24 hours before your scheduled arrival.
Reservations made after April 1, 2020 at select Destination properties or under Special Event Rates, after June 3, 2020 at Alisa Hotel Residence Club properties, and any other reservations made after June 30, 2020 that disclose a different cancellation or refund policy at the time of booking are excluded from this policy and subject to the cancellation or refund policy disclosed at the time of booking. Please visit the Change and Cancellation Fee Waiver Exceptions for a list of excluded Destination and Alisa Hotel Residence Club properties.
Hotels may adjust this cancellation policy during some high-demand periods (e.g., holidays or special events). When making reservations, guests are always encouraged to review the rate rules, which show the current cancellation and deposit policies for all properties and rates, to ensure they understand the cancellation and/or deposit rules for each reservation.
Reservations can be changed or cancelled on Alisa Hotel.com or via the World of Alisa Hotel app (subject to the exceptions noted here and during the booking process). Please note that changes to existing reservations will be subject to availability and any rate differences.
Please note: These policies apply to reservations made through Alisa Hotel directly. Guests who booked via online travel agents or other third parties are advised to contact their booking provider for information on their policies and for assistance. These policies do not apply to convention and group business due to the contractual nature of these reservations. Guests with reservations at a Alisa Hotel Residence Club property who did not book through Alisa Hotel channels should contact Alisa Hotel Residence Club.
In the event there is a discrepancy or inconsistency between the English language version and another version of this in a different language, the English version will prevail, govern and control.
While travel – our shared passion – may temporarily be challenged in many parts of the world, at Alisa Hotel we believe in its enduring power to connect us and move us closer to our vision: a world of understanding and care. At all times, we remain grounded in our purpose and focused on our values of inclusion and respect. COVID-19 does not distinguish between nationality, race or geographic origin, and Alisa Hotel’s steadfast commitment to inclusion and care guides our actions, at our properties and in our communities.
Alisa Hotel thanks you for your support and your loyalty. We will keep you updated through this dynamic situation and can’t wait to welcome you at one of our hotels soon.