Covid-19

At Castel Hoertenberg, we are working hard to ensure that we are ready to welcome our Guests from around the world.

We welcome the enhanced requirements being issued by many health authorities and governments globally and, as always, we remain uncompromising in our approach to cleanliness. We will work continuously with our dedicated in-house experts and in close collaboration with our trusted consultants to ensure our even-higher standards are achieved and upheld. Below is an overview of some of the steps we are taking to implement our enhanced protocols, which are subject to rigorous reviews.

At the same time, whilst adhering to the new guidelines on cleanliness and social-distancing, we pledge that our guests will once again feel welcomed into a warm and comfortable environments fulfilling our guests needs 

My team and I look forward to welcoming you to Castel Hoertenberg and, until then, stay safe. 

Stefano Noviello

Update 15 December 2021

Health and Safety Measures

The situation relating to the virus is continually evolving as more becomes known about it. We continue to monitor developments and adjust our policies accordingly. Full recognition is given to the recommendations of the WHO and the protocols required by the Italian Government and authorities where we operate. 

At Castel Hoertenberg, we have consulted experts in the field and have developed our own policies which far exceed the internationally accepted standards. 
These measures are in addition to our already robust hygiene and cleanliness protocols which already mandate good hand hygiene, supplying handwashing facilities, as well as alcohol-based hand sanitizers, and strict guidance on regular hand washing throughout the day.  

STAFF

All employees have received training in the new protocols before the hotel reopening and has been an ongoing procedure thereafter. This includes interaction with Guests and welcome procedures. All contractors and third parties we deal with have also been asked to follow the same procedures. We have a temperature check protocol for all staff members on arrival each day and any showing any Covid-19 symptoms are asked to remain at home. All members of staff wear protective masks and gloves whilst performing their duties. 

PRE ARRIVAL LETTER

We inform our guests of the products we use as well as our procedure and enquire whether they have any special allergy to disinfectant so that we can adjust our safety measures to their needs.

CHECK IN

Guests who have booked with us direct will be able to complete the check-in process online prior to arrival. You will need to show your traditional Green Pass on arrival at the property.

ROOMS

All hotel rooms are meticulously cleaned and sanitised, using professionally certified products effective against Covid-19, upon checking out each room is disinfected, cleaned with an ozone machine and sealed after each guest departure. All pieces of literature and non-essential decoration items have been removed from the rooms and each Guest will find upon arrival a welcome kit with hand sanitizer and, should they need it, a disposable mask

Housekeeping is up to guests to decide when and if they wish to have their room serviced and, staff won’t enter the rooms while guests are present.

PUBLIC AREAS

Enhanced cleaning and disinfection procedures have been implemented in all public areas and lifts. Dedicated team members sanitize all surfaces and touch points on a regular basis throughout the day and during the night shift the ozone machine is used to sanitize all the areas.

Social distancing is a must in all public areas as required by local regulations. This includes restaurants, bars, gym and spa. We have created special room service menus for those who feel more comfortable dining in their rooms. 

The same vigorous cleaning and disinfection procedures will be applied to our staff and back of house areas. 
Hand sanitizers are made available for guests in all areas.

Flexible Booking Policy

All new and existing reservations can be changed or cancelled without charge from Castel Hoertenberg up to 3 days prior to arrival. This includes advance purchase rate and other pre-paid reservations. 

At Castel Hoertenberg, the health and safety of our guests and associates is our highest priority. In the event that a guest tests positive for COVID-19 at any time during the 14 days prior to their scheduled date of arrival with us, we ask that they do not travel and contact us immediately to discuss their options. Guests will be able to change their booking without charge, or cancel without charge and receive a full refund of any paid amount. 

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.

For group bookings, our reservations teams will work closely with you and/or your event planner to manage any changes on a case-by-case basis. Our hotel reservation teams are actively supporting customers to address the needs of each group. For more information on the terms and conditions of group contracts please contact us directly.

* Some exclusions apply during holiday periods, such as the festive where there is a standard 14-day cancellation policy. For full details, please contact us by phone or by email using the contact information listed at contact us directly. 

Travel Insurance

We advise our valued guests to carefully review the terms of their travel insurance policy prior to travel and ensure that they have suitable medical travel insurance in place to cover the duration of their stay.

We are all in this together and we recognise the trust that you place in us each time you travel or partner with us. We would ask any guest regardless of their recent travels to let us know if they feel unwell prior to travel and we will work with you to rebook your trip without charge.