Dear Guests,

The time has finally come for us to welcome you to the Excelsior Palace Hotel!

Over the past few months we made every effort in order to confirm our excellence in health and hygiene to protect both our Guests and Staff. We are adopting strict protocols for the prevention of spread of the infection in order for us to be able to guarantee a safe stay as well as safe services. We wish to inform you about the rules which are effective in June 2020, so that you can enjoy a relaxing holiday.

With a view to preventing the spread of the virus we have to ask you to please follow some instructions to guarantee a high level of safety: do not start your travel in case of symptoms similar to Sars CoV-2 (body temperature higher than 37.5°C, cough, breathing difficulties, discomfort). Upon check-in body temperature will be taken by a temperature scanning camera; if it were higher than 37.5°C, we would not be able to honour your reservation and accept you inside the property. To make compliance with the different hygiene measures easier, designated signage will be available in different areas of the Hotel.

Your arrival

  • Access to the Hotel is subject to the use of a face mask and to hand washing or disinfection with alcohol-based sanitizer.
  • To avoid gathering of people please reach the Reception one person at a time only, even though you are with friends or relatives.
  • Always keep at least 1 metre distance between yourself and others.
  • The sitting areas in the lobby have been distanced in compliance with current regulations.
  • Check-in time is still from 02.00 p.m.
  • Upon arrival every Guest will sign the self-certification included in DPCM (Prime Ministerial Decree) of 26.04.2020
  • To facilitate check-in procedures, prior to your arrival please forward a copy of your identification document to: excelsior@excelsiorpalace.it; upon check-in however you will be asked to show the same document sent for the pre-registration.
  • The room has been prepared and sanitized for your arrival. Nobody will have access to it, except you! After check-in you will receive your luggage.
  • Upon arrival you will receive assistance about where and how to park your car within the property. For safety reasons, our Staff will never be able to move your car.
  • Access to lifts is subject to the use of a face mask and limited to two persons at the same time except for families travelling together.
  • Upon check-in you will receive: a welcome letter providing information about the property, a compendium (based on our experience and including answers to FAQs about our region), SPA brochure, breakfast order form and room keys.

General information

  • In the event of body temperature higher than 37.5°C, persistent cough, breathing difficulties and/or discomfort no occupying Guest is allowed to leave the room. Please contact the Reception who will assist you and inform competent Authorities.
  • For every access to the property through the lobby body temperature will be taken by a temperature scanning camera; if it were higher than 37.5°C, you will be invited to reach your room and we will immediately inform Health Authorities.
  • In order to avoid gatherings, if you travel with friends or relatives, it is preferable that in case of information and assistance only one person, on behalf of the others, stops by the different Departments of the property.
  • We remind you that distancing of at least one metre and the use of a face mask in all indoor common areas within the Hotel are compulsory.
  • Wash your hands often with warm water and soap, dry them and sanitize them with alcohol-based gel.
  • Do not touch your nose, mouth and eyes with your hands.
  • Access to lifts is subject to the use of a face mask and limited to two persons at the same time except for families travelling together.
  • Room cleaning will be done in the morning and room will be tidied up in the evening. Staff from the Housekeeping and Maintenance Departments will have access to the room only when the Guest is absent. Please let us know if you do not want these services to take place.
  • In the room you will find two complimentary bottles of still water and two complimentary bottles of sparkling water.
  • To facilitate cleaning operations, room items have been revised. For any further requirement the Reception will be at your disposal.
  • In case laundry service is needed, please leave your garments, to be washed or ironed, in the laundry bag inside the room and inform the Reception or the Housekeeper in order for it to be to collected.
  • Bicycles and Vespa bikes are available for rent and will be sanitized after each use. For Vespa bikes it is compulsory to wear disposable caps which will be provided together with helmets.
  • Our Business Centre is not operating.
  • Open Bar service inside Suites is no longer available.
  • Our Staff sanitize common areas according to current protocols.
  • We invite you to use the sanitary facilities inside your room instead of the ones available in common areas.
  • All non-resident Guests will have to comply with the Hotel regulations.
  • If you wish to pay directly any service offered by the Hotel, as a method of payment please prefer the use of a credit card, preferably a contactless one. In the event a PIN or cash has to be used, please sanitize your hands first and wear a face mask.

Restaurants, Bars and Room Service

  • We inform you that breakfast, with à la carte service only, will be served at the Lord Byron restaurant from 07:00 a.m. to 10:30 a.m.
  • If you wish to have breakfast in the room, Room Service is available from 07:00 a.m. to 12:00 p.m. with an extra charge.
  • For a safer use, our Room Service proposals (included Donald Duck’s menu and the menu four our four-legged friends) have been laminated and positioned in your rooms.
  • All the F&B areas comply with the social distancing rules. Weather permitting, outdoor tables will be preferably used.
  • The use of a face mask is required when you are not sitting at your table.
  • The Eden Roc Lounge & Restaurant will be operating every day for à la carte lunch and dinner. Reservations recommended.
  • For our Bars and Restaurant you will find our menu proposals and wine lists by scanning the Qr Codes also available at the Reception as well as on the Restaurant and Bar tables.
  • The Yachting Bar will be open every day from 04:00 p.m., while the Sporting Bar will be operating from 10:30 a.m. to 07:00 p.m.
  • Drinks at our Bar counters are not allowed unless at least 1 metre distance between yourself and others is guaranteed.
  • Body temperature may be measured by a laser thermometer.
  • We will keep your name and phone number for 14 days following your presence at the Restaurants.

Beach Club

  • At the Beach Club (open every day from 09:00 a.m. to 07:00 p.m.) it is compulsory to keep at least 1 metre distance between yourself and others and to wear a face mask when you are away from your designated space.
  • Upon your arrival our Staff, after checking body temperature with a laser thermometer, will show you your place and provide you with clean towels.
  • Places (two sunbeds and one sun umbrella) will be distanced according to current regulations.
  • Inside pools social distancing will be required as well (7 sqm water per person which means a maximum capacity of 10 persons at the same time), therefore a quota for accesses may be fixed and the use of whirlpool loungers inside the new pool may be restricted. Our Staff will provide you with all necessary information.
  • Unfortunately, the use of Jacuzzis will not be allowed.
  • Floating mattresses will not be available.
  • No food/beverage from outside is allowed.
  • Bathing hut, sun loungers, sanitary facilities and showers are sanitized according to current protocols.
  • Parents and those who are in charge of minor children are advised to monitor kids regarding distancing and compliance with behavioural and hygienic rules.
  • We will keep your name and phone number for 14 days following your presence at the Beach Club.

Spa

  • Our Spa is open every day from 08:00 a.m. to 08:30 p.m. and Staff is available to inform you about treatments and to make the reservation, also by phone.
  • Hairdressing service is available, by appointment only.
  • Body temperature may be measured by a laser thermometer.
  • In order to comply with social distancing instructions, couples spa treatments are not available, only individual treatments are offered, also in-room treatments are not available.
  • Outdoor treatments in the gazebo area at the Beach Club are not available.
  • While treatment takes place, Staff will wear a FFP2 mask and a face visor.
  • Please wear your mask when you reach the Spa for your appointments.
  • Before reaching the spa room for your treatment, please sanitize your hands.
  • Spa rooms are equipped with showers. Single use bath foam and shampoo will be provided.
  • All personal belongings will have to be placed inside a personal bag and it will then be possible to bring them inside the treatment room.
  • Inside the indoor pool social distancing will apply (7 sqm water per person), therefore a quota for accesses may be fixed. Our Staff will provide you with all necessary information.
  • We will keep your name and phone number for 14 days following your presence at the Spa and Gym.

Gym

  • Our gym (open every day from 08:00 a.m. to 08:00 p.m.) is available only with advance reservations and schedule appointments. In order for you to reserve day and time, you can contact our Spa Staff during the above-mentioned opening hours.
  • Access to the gym is allowed only to one person at a time, unless Guests share the same room.
  • Body temperature may be measured by a laser thermometer.
  • All personal belongings will have to be placed inside a personal bag, even if they are left inside a locker within the changing rooms.
  • Before entering the gym, please sanitize your hands.
  • Please wear specific shoes to be exclusively used for this purpose.
  • Changing rooms are sanitized according to current protocols.

Our Goodbye

  • Check-out time is still by 12:00 p.m.
  • Please prefer payment of your bill by credit card, Contactless if possible.
  • Before you leave the room please double-check that nothing has been left behind (inside the safe, in the wardrobes, in the drawers).
  • After collecting all your personal belongings in one place only, please inform the Reception and our Staff will pick up your luggage once the room is empty.

For any further information please do not hesitate to contact us. We are operating 24/7 and available by phone on (+39) 0185 23 06 66 or by e-mail at excelsior@excelsiorpalace.it

We are looking forward to spending Summer 2020 with you, it will be a little different but as usual we are eager to welcome you to our amazing destination.

The Management & Staff

Excelsior Palace Hotel