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
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.
PRE OPENING
Prior to the property’s re-opening we did a full and thorough sanitization with a concentrated biocide disinfectant called “dry fog” from a specialized company dedicated to sanitations. All rooms and public areas have undergone the special treatment. All air conditioning units are cleaned and sanitized on a daily basis.
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, we offer a curbside check in. Temperature is taken upon arrival with a thermal scanner
LUGGAGE
All luggage arriving at the hotel is safely and professionally sanitised before being delivered to the rooms unless requested otherwise
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.
From 01 October 2020 until 30 June 2021, if, less than 3 days prior to a scheduled check-in, new government travel restrictions come into force which affect either Castel Hörtenberg’s ability to perform that booking or our guests’ ability to travel to us (this includes restrictions imposed either in our guest’s country of departure or destination), guests will be able to either change their booking without charge, or cancel without charge and receive a full refund.
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 choose to change a booking will be able to select a stay before 31 December 2021, and any initial deposit already paid will be valid for use against the revised booking. Please note that all bookings will be subject to availability and a price difference may apply.
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.
