Our Response to COVID-19

Updated September 18, 2020
Subject to change without notice according to official regulations

The Palms team has been working diligently on revising our standards and policies for each area of our operation, to ensure that a clean, safe, healthy environment is provided for our guests and staff. We have consulted guidelines from local and national health officials as well as industry best practices from around the world in every possible instance. We are confident in our plan and excited to see you soon!

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Guest Room Sanitation

As part of our 4-Step Room Sanitizing Program, we use FDA-approved Hydroxyl generators and EcoLab cleaning products; these are 99.9% effective in killing bacteria, viruses, and black mold.

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Face Masks

Staff and guests are required to wear face masks covering mouth and nose in public indoor and outdoor areas, except while seated for dining or in lounge chairs at the pool and beach.

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Social Distancing

We ask both staff and guests to use noncontact methods of greeting, and to practice physical distancing whenever possible. We have added floor markings and signage in high-traffic areas to aid in social distancing for all.

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General Detail Cleaning

Sanitizing foggers are employed in high touch areas, and surfaces are wiped down hourly with disinfecting EcoLab products, including elevator button panels and other guest touchpoints.

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Take-Out, Delivery & Seated Dining

Breakfast and dinner are served a la carte in our restaurant with approved hygiene protocols. Food items from the hotel’s in-room dining will be served on trays, covered, and handed to the guest. Food from the Pool & Beach will be served in beach baskets. Deli items will be available for take-out from our Gift Shop. 

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Dedicated Team

A dedicated Covid-19 response team is monitoring the health of our staff, as well as constantly updating response initiatives in accordance with local directives and industry best practices.

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Guest Room Procedures

  • Daily housekeeping service remains our standard. To opt out of daily housekeeping, please notify the front desk.
  • For guests opting out of daily housekeeping service, bed linens will be changed and the room will be cleaned after 3 nights unless the guest denies service.
  • Robes are available upon request.
  • Guest laundry and dry-cleaning services will be available using contactless pick-up and delivery protocols.
  • Decorative pillows and bed runners have been removed.
  • Minibar and snack products have been removed.
  • High-touch collateral such as pens, notepads, and magazines have been removed.
  • Room service menus, spa menus, and guest directories will be available via Smart TV, and on our website.

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Guest Room Procedures

OUR MULTI-STEP ROOM SANITIZING PROGRAM INCLUDES:

Sanitization of all high-touch surfaces and guest room air by means of antimicrobial fogging or electrostatic spraying.

Round-the-clock air purification by means of state-of-the-art hydroxyl air purifiers installed in air-condition unit ducts. These non-chemical, all natural devices provide an environmentally-safe and scientifically-proven solution for destroying 99% of bacteria and viruses, both in air and on surfaces.
Detailed cleaning with EcoLab disinfecting products approved by the U.S. Environmental Protection Agency (EPA) for use against SARS-CoV-2, the virus that causes COVID-19.
Rooms are sealed and tagged as sanitized after check-out. Employees will not re-enter guest rooms after deep cleaning.

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AHLA Safe Stay Member

The American Hotel & Lodging Association’s Safe Stay initiative is an industry-wide, enhanced standard of health and safety protocols designed to prepare America’s hotels to safely welcome back guests and employees as the economy reopens. These standards were developed under the guidance of an Advisory Council, comprised of industry leaders representing all segments of the hotel industry, and in conjunction with public health experts to advance best practices for protecting against the coronavirus and are rooted in recommendations from the Centers for Disease Control (CDC).

Palms Hotel and Spa lobby

Round-The-Clock Air Purification

 
The Palms has installed RGF® Photohydroionization® In-Duct Air Purification Systems to naturally reduce viruses, bacteria and odors for optimal guest and staff safety. The system sends out very low levels of airborne hydrogen peroxide into each room, killing contaminants in the air and on surfaces while being safe for the environment as well as building occupants.

two guests walking into The Palms Hotel and Spa with a small luggage

Arrival Experience

Our lobby areas have been reconfigured to ensure social distancing. All guest touch points will be sanitized after each transaction including EMV Credit Card Devices, pens and registration countertops. Plexiglass sneeze guard barriers have been installed at the front desk. Room keys will be sanitized before and after each use. Luggage assistance is optional and our employees will not enter guest rooms. Instead, we will place your luggage outside your room. Valet staff will wear face masks and a clean pair of gloves for each car serviced. 

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Elevators

The maximum occupancy of each elevator is 4, and face masks are required inside. Hand sanitizer stations are available at every elevator landing, and elevator button panels are sanitized by an employee every hour.

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Pool & Beach

The pool area and beach setup have been modified to follow social distancing guidelines for those who are not traveling together. Chairs, cabanas, and high-touch surfaces will be sanitized after each guest’s use, and outdoor showers will be sanitized frequently. All food items will be delivered in a beach basket with additional sanitizing steps between guests.

Hours: sunrise - 8pm

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Fitness Room

The fitness room setup has been modified to reflect social distancing guidelines for those who are not traveling together, as well as occupancy guidelines from local authorities. Facial coverings must we worn at all times in the Fitness Center. Gym equipment will be cleaned and sanitized thoroughly every hour. Only 4 guests are allowed in the gym at the same time. Equipment availability will be reduced to ensure social distancing guidelines. Disinfecting wipes and hand sanitizer are available for guests to use. Water fountain is not available as per city regulations.

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AVEDA Spa

Safety and sanitation is essential for spas at all times, from preventing infection and improving employee and guests’ overall well-being, but more than ever during the COVID-19 pandemic. Revised operating standards and treatment protocols for The Palms AVEDA Spa are drawing from best practices around the world as well as sanitation procedures, laws, licensing requirements or regulations established by local government. We aim to optimize social distancing within each area of the Spa while keeping the overall spa experience as unaffected as possible. At current, this will include:

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AVEDA Spa

  • Services will be offered by appointment only
  • A health screening will be conducted both at time of booking and at arrival.
  • The locker room, relaxation room and steam room capacities are currently unavailable. Access to the hotel pool and beach for spa guests remains unchanged.
  • Additional outdoor services will be available.
  • Spa treatments will have 30 minutes in between each service to allow sanitation of the room. We will have a limited amount of staff working at a time and will be staggering appointments.
  • All guests must wear an ear loop mask (not tied behind your head) while in the spa/salon and throughout your appointment. One will be offered if you do not have one.
  • All staff are required to wear masks and gloves unless it interferes with the service they are providing. Otherwise, frequent hand washing is required.
  • No food and beverages will be served.
  • Air and surface sanitization by use of hydroxyl air purifiers have been installed in all treatment areas.
    Our entire staff has completed the Barbicide COVID-19 Certification and will be adhering to all extra sanitation and disinfection standards.
    Plexiglass sneeze guard barriers have been installed for our manicure stations and spa front desk.

Open Daily | 11:00 AM - 6:00 PM

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Food & Beverage

  • Revised standards and protocols for the restaurant and bar include: Reservations are encouraged to expedite seating. Restaurant and outdoor lounge setup have been modified to add ample space by a distance of at least six feet in between each seated party, and reflecting total occupancy guidelines from local authorities. As per local authorities, per party table size must be limited to 6 people from the same household. Bar seating is currently prohibited by local authorities. Dining tables and chairs will be sanitized before and after each use. Check presenters, pens and all other reusable guest contact items will be either sanitized after each use or single use. Host/Hostess podiums, service stations, service carts, beverage stations, counters, handrails and trays will be sanitized at least once per hour. A plexiglass sneeze guard barrier has been installed at the hostess podium.

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Food & Beverage

ESSENSIA RESTAURANT & BAR
Breakfast: Served 7am-11am, a la carte breakfast menu only.
Lunch/Brunch: Closed
Dinner & Bar: Served Daily 6pm–10pm. Limited dinner menu highlighting our most popular dishes


TIKI BAR AND GRILL
Open from 11am - 7pm

All food items will be delivered in a beach basket with additional sanitizing steps between guests.


IN-ROOM DINING
Available 7am - 11pm

In-room dining items will be served on trays, covered, and handed to guest when delivering. Guests will be asked to notify In-Room Dining when finished with their meal and place their to-go bags/containers in the hallway outside of their room.


GIFT SHOP & DELI COUNTER
Open 6:30am - 7pm

To-go bakeries and deli items available. Menus include alcoholic items. Surfaces will be sanitized after every guest interaction including the POS terminal, credit card reader, or pens used to sign. Layout has been modified to avoid crowding and facilitate a one-way flow with single entry.

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Meeting & Event Spaces

Meeting and banquet set-up arrangements will allow for physical distancing between guests in all meetings and events based on CDC4 and state recommendations. Self-serve buffet-style food service will be suspended and replaced by alternative service styles. All equipment and meeting amenities will be disinfected before and after each use or be single use if not able to be sanitized. All linen, including underlays will be replaced after each use. Banquets will follow restaurant social distancing and dining standards as outlined by local authorities. In Phase II of Miami-Dade reopening protocols, events are limited to 50 persons. All meeting and banquet set ups will allow for physical distancing between guests. After every event, the event spaces will be cleaned and disinfected.

Employee Precautions


The following initiatives has been implemented to ensure enhanced health and safety:

Health Checks

Employees will undergo daily temperature screening
Employees who show any signs of illness will be asked to go home.
Employees are also required to stay home if they have been in contact with anyone who has tested positive for COVID-19, or have been in close contact with somebody who is showing symptoms of COVID-19.

Personal Protection Equipment and Hygiene

Employees will be provided and required to wear a face mask while on property, except for in administrative offices, while respecting social distancing.
Employees will wear gloves if their responsibilities require them, such as housekeeping, public area attendants, food and beverage handlers, and anyone who may come in direct contact with guests. All employees have been provided training on proper usage and disposal of such items.

Employees have been trained to wash their hands with soap and water for at least 20 seconds or use alcohol-based hand sanitizer every 60 minutes and immediately after any of the following activities: using the restroom, touching the face, cleaning, sweeping, mopping, smoking, eating, drinking, after removing any personal protective equipment, going on break and before or after starting a shift.
Additional hand sanitizing stations have been placed in common areas throughout the resort as well as in employee back-of-house areas such as time clocks, break rooms, and locker rooms.
Employees have been trained to sanitize their workstation and any shared tools/equipment before, during and after each shift or anytime the equipment is transferred to another employee.
In our back-of-the-house areas, we are increasing the frequency of cleaning and focusing on high-touch areas like locker rooms, employee cafeteria and administrative offices.

Safe Greeting and Physical Distancing

We have asked our employees to refrain from physical greeting such as kissing, hand shaking or hugs, and to use non-contact methods of greeting instead. Employees have also been asked to practice physical distancing whenever possible.

Guest Precautions

An inherent risk of exposure to COVID-19 exists in any public place where people are present. COVID-19 is an extremely contagious disease that can lead to severe illness and death. According to the CDC, senior citizens and guests with underlying medical conditions are especially vulnerable. By visiting The Palms Hotel & Spa, you voluntarily assume all risks related to exposure to COVID-19.

For the safety of other guests and our employees, please take personal responsibility in following social distancing guidelines during your stay. Please take advantage of the sanitizing stations you will find strategically located around the property, and observe the following requests:

Health Checks

The Palms asks that you please cancel or reschedule your visit if:
You are experiencing any symptoms of COVID-19 or running a fever. Please seek medical attention and contact us to reschedule your visit. Our cancellation rules have been relaxed, allowing for same day cancellations. Any reservation deposits will be refunded.
You have been exposed to someone who has tested positive for COVID-19 in the last 14 days, or have been in close contact with somebody who is showing symptoms of COVID-19.

Personal Protection Equipment & Hygiene

Guests are required to bring and wear face masks at all times while indoors and outdoors unless consuming food or beverages
Frequent hand washing or hand sanitizing is encouraged. Hand sanitizing stations will be provided throughout the public areas.
Additional face masks and hand sanitizer are available for purchase from our Gift Shop.

Safe Greeting & Physical Distancing

We ask that you keep a safe distance at all times when in line or waiting. We have added floor markings and signage in high traffic areas to help with physical distancing. Please swipe your own credit card where possible. Avoid shaking hands or engaging in any unnecessary physical contact.

DOWNLOAD COVID-19 GUIDELINES