Safety Foremost

Safety Foremost

Cleaning, Sanitizing, and always Caring

During these times of uncertainty with the progression of the unfortunate COVID-19 outbreak, we at Paul John Resorts & Hotels assure you that your safety and comfort remain our highest and greatest priority during your safe travel to India.

Current evidence reveals that COVID-19 virus is transmitted from one person to another through respiratory droplets (particularly when coughing). Direct contact with an infected person or indirect contact i.e. touching a surface or object that is contaminated with respiratory secretions and then touching own mouth, nose, or eyes are believed to be routes of transmission. Although most infected individuals develop only mild symptoms, severe ailments may result in older people and/or people with other medical conditions, and they may require rapid medical assistance and hospitalization.

Prevention measures during your safe travel include regular and thorough hand hygiene, social distancing, avoiding touching of eyes, nose, and mouth, and good respiratory hygiene. Especially in public areas, cleaning and disinfecting frequently touched objects and surfaces can help reduce the risk of infection.

Hospitality establishments are no more susceptible to contagion than other public institutions visited by people who interact among themselves and with employees. Nevertheless, they are places where guests stay temporarily in close cohabitation and with a higher degree of interaction especially among guests and hotel associates.

These particular aspects—the lodging for guests along with the services this entails (food and beverages, spa, housekeeping, transportation, recreational activities etc.) - and the interactions of guest-guest, guest-staff, and staff-staff require specific and detailed attention.

Every staff member at the hotel will strictly comply with the basic protective measures against COVID-19 recommended by WHO, such as hand hygiene, physical distancing, avoidance of touching eyes, nose and mouth, the practice of respiratory hygiene and to heed the advice to stay home and seek medical attention if they have symptoms consistent with the disease.

The Management Team at Paul John Resorts & Hotels

We look forward to welcoming all guests to our hotels with the same warmth and hospitality as always during your Covid vacation. While the COVID-19 outbreak is precipitously changing and fluid, we assure you that we are committed to keeping you informed and to caring for you as a valued guest during your safe travel.

We have therefore built upon the already high standards of housekeeping and hygiene at our resorts & hotels, where hospital-grade cleaning products and upgraded protocols are currently in use. We hope to provide you with assurance and peace of mind when you stay with us and create a focus on cleanliness that will be visible and can be experienced throughout your entire stay – in the guest rooms, restaurants, fitness rooms, and other guest and public spaces.

Each of our hotels has a Safety Team with a Team Leader to ensure that all measures are being implemented and recorded. Detailed workshops for all associates are conducted on a regular basis. There is a documented plan to handle any crisis and SOP’s are in place in case of quarantine or isolation of any of our guests or associates.

Social distancing measures, hand cleaning, and respiratory hygiene

Social distancing measures, together with frequent hand hygiene and respiratory etiquette, are the main measures to prevent transmission of COVID-19.

  • Social distancing includes refraining from hugging, kissing, touching or shaking hands with guests as well as among staff. It involves maintaining a distance of at least 1 m (3 ft) and avoiding anyone who is coughing or sneezing.

a, Taking pride in our Indianness!!, Guests will be greeted with folded hands in Namaste, which also helps maintain and ensure Social Distance.

  • Hand hygiene requires regular and thorough cleaning of hands with an alcohol-based hand rub or washing with soap and water. Also avoid touching eyes, nose, and mouth. Hand disinfection is indicated after an exchange of objects such as luggage etc with guests and associates.
  • Respiratory etiquette means covering mouth and nose with bent elbow or tissue when coughing or sneezing. The used tissue should be disposed of immediately in a bin with a lid.

Our Modified Service Standards - What to expect!

Travel Desk

  • All cars are sanitized and disinfected after every arrival at the resort or hotel.
  • Extra disinfection of the more frequently touched areas – light switches, door levers & handles, window levers, thermostats, seat belts, foot mats, seats and more.
  • The driver will wear protective gear such as mask, gloves etc.
  • Your driver has been instructed to limit conversations to a minimal.
  • Alcohol based sanitizers are available in the car and we encourage you to use the same.
  • A sealed pouch containing disposable gloves and face masks are available for use in the car.
  • Newspapers and other reading material have been not been placed in the car on purpose as a precautionary measure.
  • A sealed copy of this booklet is provided for you to familiarize yourself with all the safety and sanitization steps undertaken by the hotel along with the operational norms for restaurants, room service, housekeeping & laundry procedures.


  • Temperature checks at entrance is mandatory.
  • Guests running a temperature of more than 98.6° F will be asked to return or will be directed to the closest hospital/medical facility.
  • All guests are advised to wash their hands with soap at facilities provided at the entrance. Sanitizers will also be available.
  • With permission, all Guest luggage will be cleaned and disinfected before check in.

Reception & Check in

  • If you are arriving from a restricted country or region, please ensure that you have all the mandatory and detailed information upfront and in hand before arrival or at the time of making the reservation. This is essential to avoid any delays in checking you in and for other mandatory checks by the local health authorities.
  • For all pre-booked Guests all pre check-in formalities should be completed online or via email to reduce contact and time at the front desk on arrival.
  • A mandatory questionnaire with a self-declaration will have to be filled and signed at the time of check in.
  • Only limited number of check ins will be permitted at the reception desk to prevent crowding. There could be a delay and we request your indulgence and patience. You will be seated comfortably at the lobby whilst you wait your turn.
  • Safety, hygiene and other instructions will be given by the Front Office Associate once again as per the new Standard Operating Procedures.
  • Ensure you maintain Social Distancing at the reception while checking in.
  • All front office associates will be wearing a face shield with masks & gloves.
  • Sanitizers are available at the front office for your use.
  • All paper, envelopes and all equipment are sanitized.
  • Swabs are also available for Guests to use with sanitizer, to clean phones or credit cards.


  • Safety instructions, including the number of Guests allowed at a time, is placed inside the elevator and is easily visible. We apologize for the delay and inconvenience caused due to the new safety norms.
  • Elevator floor will have markings with directions, so that Guests do not face each other and maintain the appropriate Social Distance.
  • Elevator floor buttons are regularly sanitized by Housekeeping.
  • Floor & other areas of the elevators that may be touched are regularly sanitized as well.
  • Hand sanitizer dispensers are available outside elevator doors.

Guest Rooms

  • As an extra measure of assurance a ‘room seal’ is placed on doors to indicate to guests that their room has not been accessed since being thoroughly cleaned.
  • Depending upon the occupancy; your room would have been last occupied at-least 24 hours earlier.
  • We assure extra disinfection of the most frequently touched guest room areas – Light & lamp switches, Door handles, Wardrobe and drawer knobs, Drapery pull handles, TV remotes, Telephone handsets and dial pads, Thermostats, Bed and bedding, Bath amenities, Hard surfaces, Iron, Safe handle and keypad, Tea/Coffee Kettle, Mini Bar and more.
  • Due to Social Distancing norms we will allocate alternate rooms or leave two rooms vacant in between occupied rooms, based on occupancy levels.
  • To avoid clutter; all paper amenities such as stationery, pen, newspaper, guest directory, menu cards will be available at the reception only.
  • Housekeeping Associates will be wearing safety gear at all times.
  • Sanitizers will be available on each floor and in the rooms.
  • Laundry and room service instructions are available in the room.
  • Room linen will be changed once in two days or ONLY on request; there will not be evening turndown services to facilitate minimal contact.
  • Bathroom amenities other than soap and shampoo will be provided on request only.

Restaurants & Bars

  • Number of tables are in adherence to Social Distancing norms.
  • Seating for the tables are reduced to approximately half of capacity.
  • Guests are requested that they should come down to the restaurants only when a table is available to avoid crowding.
  • For Breakfast, there is a cold buffet and live stations. An ‘a la carte’ menu will also be available.
  • Our service associates are trained for minimal contact/communication during service.
  • All service associates will be wearing masks & gloves.
  • Pre-packed disposable napkins or individually packed serviettes are available for use.
  • Sanitizers are available for Guests to use.
  • Swabs which Guests can use with sanitizer to clean phones or credit cards are available.
  • The entire restaurant is disinfected and sanitised after every meal service.

Pool, Gym & Spa

  • These areas will remain closed till advised to open, as per government norms.
  • Alternate options within the resort / hotel or outdoor parks for walks may be used.
  • Yoga sessions in the morning will be available in specific instances / locations.

Business Centre

  • We will ensure enough space between work desks.
  • Guests in the area will be limited based on maximum allowed in adherence to social distancing norms.
  • Each desk, equipment and work area will be disinfected after the Guest leaves.

Banquets & Meetings

  • In case Guests require a meeting area, we shall ensure that the required tables & chairs are placed with sufficient distance between each.
  • The number of Guests in the area will be limited based on maximum allowed.
  • The entire area will be disinfected after the Guests leave.


  • Wherever possible e-check out will be preferred, by delivering the bill by email & requesting online payments.
  • Guests are requested to provide check-out plans in advance so that bills can be made ready.
  • Sanitizers and other swabs will be provided as required.

Other Guidelines

  • All indoor areas such as entrance lobbies, corridors, staircases, escalators, elevators, security guard booths, office rooms, meeting rooms, restaurants and cafeteria will be mopped with a disinfectant with 1% sodium hypochlorite or phenolic disinfectants.
  • For metallic surfaces such as door handles, security locks, keys etc. where the use of bleach is not suitable, 70% alcohol will be used to wipe down surfaces.
  • Based on the projected occupancy levels the operational timings of each of the areas may change and Guests will be informed accordingly.
  • Throughout the new cleaning process, hotel associates will be provided with personal protective equipment and enhanced training designed to protect their well-being while continuing to deliver unmatched hospitality.

Heart of the House

Employee Transport

  • Mandatory temperature checks for all associates before boarding company transport if provided.
  • Associates using public or personal transport, will have mandatory temperature checks before clocking in.


  • Associates will be requested to stay at home in case they have any symptoms of flu or are not feeling well.
  • Associates will clock-in and clock-out in a contactless method at the hotel.
  • Temperature check for all associates on clocking into the premises of the hotel.
  • Associates running a temperature more than 98.6° F / 37° C will be asked to return home.

Employee Uniform

  • Daily Uniform exchange is the norm.
  • Uniforms are sanitized properly using steam and approved disinfectants.
  • Associates are given masks and gloves as part of the uniform across all departments.
  • Associates are monitored to maintain Social Distancing during uniform exchange.

Employee Lockers

  • The shifts are staggered in various 15 minute slots to ensure there is no overcrowding in the lockers and the number of employees are regulated as per proper Social Distancing norms.
  • Extensive hand wash and sanitizing facilities are provided with signages explaining the need and describing proper methods.
  • Regular monitoring to ensure there is no crowding on arrival or at the locker room.

Employee Dining

  • Shifts are staggered to avoid cafeteria crowding.
  • Cafeteria hours are extended to allow smaller groups over a longer period of time.
  • The cafeteria usage is restricted to 33% of its capacity at any given time.


  • Operational kitchens are sanitized at regular intervals.
  • The number of staff is limited to the minimum required.
  • All staff wear disposable masks, gloves, hair nets and all other safety gear.
  • Workstations are placed in such a way that the staff is not facing each other and can maintain appropriate Social Distance.
  • We are running limited menus for now and will ramp-up in a phased manner.
  • The menus have been tweaked to include more options of cooked food rather than raw food.
  • Proper cleaning of vegetables, meats and all other materials that are required in the kitchens; using approved sanitizing agents to disinfect.
  • All kitchen tools get sanitized after each use.

Receiving Tools

  • Proper cleaning procedures for items being received has been implemented.
  • We quarantine & date tag receivable goods before they are taken inside to be stored.
  • All supplies are fully sanitized before entering the storage area and refrigerators.
  • Health Department approved sanitizing agents are used for the same.
  • Receiving area is sanitized at regular intervals.
  • Vendors are advised on how we accept goods and how their staff should arrive with necessary protective gear.

Service Elevators

  • Safety instructions, including the number of employees allowed at a time, is placed inside the elevator and is easily visible.
  • Elevator floor buttons are regularly sanitized.
  • Floor & other areas of the elevators that can be touched are regularly sanitized.
  • Elevator floors have markings with directions, so that employees do not face each other and maintain Social Distancing.
  • Hand sanitizer dispensers are available outside the elevator doors.

Technical and Maintenance Services

  • Water disinfection - Concentration of disinfectant in water for consumption and in our pools and spas is maintained within the recommended limits according to international norms and standards, preferably at the upper limits of the range.
  • Dishwashing and laundry equipment - The proper functioning of the dishwashing and laundry equipment is regularly checked and maintained, particularly the operating temperatures, as well as the correct dosage of cleaning and disinfecting chemicals.
  • Air-conditioning - Although COVID-19 is not transmitted by air but from person to person through small droplets from the nose or mouth when an infected person coughs, sneezes or exhales, we are paying extra attention, as in normal circumstances, to monitoring the condition of filters and maintaining the proper replacement rate of indoor air.
  • Dispensers - Regular checks are carried out to ensure the proper functioning of soap and disinfectant solution dispensers, hand dryers, disposable tissue dispensers, and other similar devices.
  • We are constantly evaluating and installing units to dispense disinfectant in the different areas of the hotel, including the public restrooms used by guests and by staff, and other areas of interest (e.g. entrance to the dining hall, restaurants, and bars).


  • In the post COVID-19 era our hygiene services have been enhanced with special consideration given to the application of cleaning and disinfection measures in common areas (restrooms, halls, corridors, lifts, etc.) as a general preventive measure. Special attention is given to objects that are frequently touched such as handles, elevator buttons, handrails, switches, doorknobs, etc.
  • Cleaning associates are trained on the use of and provided with personal protection equipment as listed below:
    • Gloves
    • Disposable gowns
    • Closed shoes
    • Facial protection with a face shield
    • Impermeable aprons.

Suppliers of Goods & Services

  • Contractors and suppliers of goods and services are monitored and we ensure that they follow safe systems of work and also have systems in place for the prevention of the spread of COVID-19.

Employee Clinic

  • Regular health check-ups for all employees are conducted once a month.
  • Proper PPE equipment for the Safety Team is available in case of any requirements.
  • The Safety Team is trained to handle and wear disposable PPE equipment in case they have to evacuate a potential suspected case.
  • All employee temperatures are checked twice a day.

Employee Training

  • The Learning & Development department conducts sensitization classes for Associates on upgraded hygiene standards on a regular basis.
  • External visiting faculties are invited to update Associates on standards.
  • Associates are well-informed about all COVID related operating SOPs.

Handling COVID-19 Cases

General Recommendations

If a guest or staff develops symptoms of acute respiratory infection, efforts will immediately be made to minimize contact of the concerned person with all guests and staff on the premises. Reception or other hotel staff will follow the procedures in the action plan for the situation when a guest develops signs and symptoms indicative of COVID-19.

The concerned person will be separated from other persons by at least 2m(6ft).

If the situation requires the concerned person will be transferred to a medical establishment and Management shall consider relevant measures that the said person is taken care of in an adequate way.

The ill person is to wear a medical mask and practice respiratory hygiene when coughing and sneezing. If the medical mask cannot be tolerated by the said person, tissues to cover the mouth will be provided and must be discarded immediately after use into a biohazard disposal waste bag. If no biohazard disposal waste bag is available, place it in an intact plastic bag, seal it, and consider it “biohazard” waste; wash hands with soap and water or use alcohol-based hand rub. 

When attending to an unwell guest or staff coming from an affected area and who displays fever, persistent cough, or difficulty breathing, always use additional protective equipment, including mask, eye protection, gloves, and a gown. 

Remove PPE carefully to avoid contaminating yourself. Remove first gloves and gown, perform hand hygiene; then remove the mask and eye protection, and immediately wash hands once again with soap and water or use alcohol-based hand rub. 

Properly dispose of gloves and other disposable items that had contact with the unwell person’s body fluids in a biohazard bag or a secured plastic bag, which will be considered as “biohazard” waste.

In Case of an Affected Guest

If the person affected is a guest, continued stay of the unwell person in the establishment is not recommended.

The person can be isolated in a room on a temporary basis until the intervention of local health authorities, and provided the room is not shared with other guests.

No visitors will be permitted to enter the room occupied by the affected guest.

Depending on the availability of rooms, accompanying persons, if any, should be moved to a different room.

In order to minimize the risk of contaminating other guests or members of the staff, symptomatic guests should leave the hotel according to instructions from the Management of the establishment and local health authority. Symptomatic guests will be assessed for their condition and, if they fulfil the definition of a suspected case, they will be transferred to a designated health care facility.

Management of the possible contacts of the sick guest will take place in accordance with instructions from the local public health authority. The local health authority should rapidly update the regional or national health authority on the outcome of examinations and if further actions must be taken.

Staff involved in the transportation of the suspected case should apply infection prevention and control practices according to WHO guidance. They should routinely perform hand hygiene and wear a medical mask, eye protection, gloves, and gown when loading suspected COVID-19 patients for transport in the ambulance. They should ensure that they clean their hands before putting on PPE and after removing it.

The driver of the ambulance should stay separated from the cases. No protection is required if a tight physical separation exists between the driver and the suspected case. If possible, the driver should not be involved in loading the patient into the ambulance. If assisting with the loading of the suspected COVID-19 patient the driver should wear PPE, including a mask, gloves, gown, and eye protection.

Guest transport vehicles are cleaned and disinfected with special attention to the areas in contact with the suspected case. Cleaning is done with regular household disinfectant solution containing 0.5% sodium hypochlorite (i.e. equivalent 5.000 pm chlorine or 1 part of household bleach containing 5% of sodium hypochlorite to 99 parts of water). After the bleach has been allowed to remain in contact with the surface for at least 1 minute, it may be rinsed off with clean water.

The hotel will provide access to services for cleaning and disinfection of the room occupied by the unwell person in accordance with action plan, following the cleaning and disinfection protocols for rooms occupied by the unwell person and observing personal protective measures.

In Case of an Affected Associate

If a member of the staff reports respiratory symptoms, the associate is to immediately stop work and seek medical assistance. The staff member will stay isolated in a suitable room while the medical services are being notified.

The symptomatic associate will be provided with disposable tissues and a mask that should be worn when other persons are present or when having to go out to common areas.

Associates who report from home that they are ill with respiratory symptoms are advised to stay at home and seek medical attention.

Associates who report from home that they have been diagnosed with COVID-19 will follow the instructions received from the doctor, including the recommendation of self-isolation at home until the symptoms have completely disappeared (Note: For a COVID-19 patient to go through a mild form of the disease and fully recover takes about one month).

Identification and Management of Contacts

Identification of contacts begin immediately after a suspected case has been identified in the establishment.

WHO defines a contact as a person who experienced any one of the following exposures during the 2 days before and the 14 days after the onset of symptoms of a probable or confirmed case:

  • Face-to-face contact with a probable or confirmed case within 1 meter and for more than 15 minutes;
  • Direct physical contact with a probable or confirmed case;
  • Direct care for a patient with probable or confirmed COVID-19 disease without using proper personal protective equipment.

In the context of a hotel, a contact could be considered as:

  • Guest companions or persons providing care who had close contact with the suspected case;
  • A member designated to look after the unwell person, and other staff members who may have been in close contact with the unwell person or the facilities they use (e.g. bathroom) or their usual articles (e.g. used linen and clothes).

If the severity of the symptoms or numerous movements of the case(s) indicate more extensive exposure in the establishment, a more thorough assessment will be done together with the local health authorities.

WHO recommends that all contacts of COVID-19 patients be quarantined for 14 days from the last time they were exposed to the patient. If a contact develops symptoms, the contact should wear a medical mask, considered as suspect case, and treated as such.

Other guest and staff who do not meet the definition of a contact may be considered as having low-risk exposure and may be advised to implement precautionary measures. These precautionary measures can be modified and adapted to the risk assessments conducted by the public health authorities.

Non-Affected Guests

Non-affected guests are persons considered to have had a low-risk exposure. The guest will be required to self-monitor for COVID-19 symptoms, including fever, cough, or difficulty breathing for 14 days from the date of departure of the confirmed case from the premises. Should they develop symptoms indicative of COVID-19 within 14 days, they should immediately self-isolate and contact local health services.