Clean & Care Commitment Resort Sanitation and Safety Protocols

The safety and well-being of our guests and employees have always been our top priority, and that commitment takes on special significance in light of the global outbreak of COVID-19.

Our Clean & Care Commitment reinforces our dedication to providing a healthy and sanitary environment by following required and recommended procedures and protocols of the local public health authorities along with the CDC and World Health Organization.

In addition to our already strict cleaning standards, our additional sanitation protocols have earned us the Clean + Safe Certification from the California Hotel & Lodging Association.

Arrival and Check-In


Self-parking is available for guests. Valet service is currently unavailable, and employees are instructed not to open the doors of guest vehicles.

Guests enter through doors that are either propped open, automated, or manually operated by an employee.

  • Per the San Diego County Health Ordinance, all employees and guests (ages two and up) are required to wear a face covering whenever they are in a business or within six feet of another person who is not a member of their family or household.
  • All persons shall maintain a distance of at least six feet from others, except for household members, when possible.
  • Signage is prominently displayed with information to not enter the facility if sick, discouraging physical contact of any kind, requirement to wear a face covering, and physical distancing reminders.
  • Physical distancing floor markers are displayed in front of the reception desk.

Plexiglass is situated between front desk employees and guests at the reception area.

High-touch items such as pens, styluses, and payment portals are disinfected after each use.

Front desk areas are cleaned and disinfected every hour.

Bell carts are sanitized after each use.

Hand sanitizer dispensers, touchless whenever possible, are positioned at key guest entrances and contact areas.

The hotel has the right to cancel reservations for parties with symptomatic visitors.

During Your Stay


Guests are able utilize contactless communication with our team through our texting messaging service.

Public Areas


  • Per the San Diego County Health Ordinance, all employees and guests (ages two and up) are required to wear a face covering whenever they are in a business or within six feet of another person who is not a member of their family or household.
  • All persons shall maintain a distance of at least six feet from others, except for household members, when possible.

The frequency of cleaning and sanitizing in all public spaces, with an emphasis on frequent contact surfaces, is increased.

Hand sanitizer dispensers, touchless whenever possible, are positioned at key guest entrances and contact areas.

We upgraded to hospital-grade air filters in public spaces, and we have increased the frequency of air filter replacement and HVAC system cleaning is increased to maximize fresh air exchange.

Elevators


The number of guests per elevator is limited at one time and signage is clearly displayed for maximum occupancy, face coverings, and physical distancing.

  • Per the San Diego County Health Ordinance, all employees and guests (ages two and up) are required to wear a face covering whenever they are in a business or within six feet of another person who is not a member of their family or household.
  • All persons shall maintain a distance of at least six feet from others, except for household members, when possible.

Hand sanitizer dispensers, touchless whenever possible, are positioned at key guest entrances and contact areas.

Elevator buttons and high-touch areas are disinfected every hour.

Guest Rooms


Our rigorous protocols include thoroughly cleaning all surfaces with hospital-grade disinfectants with special attention to high touch areas, such as: TV remote controls, doorknobs, light switches, furniture handles, and alarm clocks.

  • After a guest room has been fully cleaned and sanitized, no one else is permitted to enter room after the housekeeper has exited.
  • The housekeeper signs and fills out a door hanger cleaning checklist certifying that the guest is the first person to enter the thoroughly cleaned and sanitized guest room.

An amenity bag with face coverings, hand sanitizer, and disinfecting wipes is left in every guest room.

Multi-use items such as ceramic coffee cups, condiments, plateware, and eating utensils have been replaced with single use and disposable items.

Unnecessary decorative items such as magazines, pens, note pads, throw pillows, and extra blankets have been removed from guest rooms.

Housekeeping is available for limited service upon request only with contactless delivery of housekeeping items.

We use new CleanMax vacuums, featuring Clean Air Systems, throughout the property that not only removes dirt from the floors, but filters the air released from the vacuum with a HEPA filter.

  • Dirty linen is bagged in the guest room to eliminate excess contact while being transported.
  • All bed linens and laundry are washed at a high temperature in accordance to CDC guidelines.

We have increased the frequency of air filter replacement and HVAC system cleaning is increased to maximize fresh air exchange.

In the case of a presumptive COVID-19 positive guest, the guest’s room is removed from service and quarantined, and the guest room is not returned to service until case is confirmed or cleared. In the event of a positive case, the room is only returned to service after undergoing an enhanced sanitization protocol.

Dining


Dine-in, takeout, and curbside delivery are currently available.

  • Per the San Diego County Health Ordinance, all employees and guests (ages two and up) are required to wear a face covering whenever they are in a business or within six feet of another person who is not a member of their family or household. Guests entering the restaurant must wear a face covering until seated at their table.
  • All persons shall maintain a distance of at least six feet from others, except for household members, when possible.
  • Signage is prominently displayed informing guests to not enter the facility if sick, wash or sanitize hands upon entry, wear a face covering until seated at table, and maintain appropriate physical distance.
  • Hand sanitizer dispensers, touchless whenever possible, are positioned at key guest entrances and contact areas.
  • Guests are required to wash or sanitize hands upon entry to a restaurant.

When possible, guests enter through doors that are either propped open, automated, or manually operated by an employee.

Guests are alerted that their table is ready through a text message.

  • Open seating for dining and at the bar has been discontinued.
  • Disposable, single-use menus are used at dining outlets.
  • Food items and containers that are shared between tables such as condiment bottles, salt and pepper shakers, or breadbaskets are prohibited.
  • A designated employee is scheduled each shift to facilitate cleaning, sanitizing, and disinfecting tables, chairs, common areas, as well as high-touch areas and floors.
  • Dirty linens are removed from dining tables and placed in sealed bags to eliminate excess contact while being transported.
  • Guest and employee restrooms are cleaned and disinfected hourly.
  • High-touch items such as pens, styluses, and payment portals are disinfected after each use.
  • Tables and chairs are thoroughly cleaned and sanitized between guests.
  • Plateware, glassware, utensils, linen napkins, and all reusable dining items are thoroughly cleaned and sanitized between use.
  • Lids for cups and food-bar type items are provided by staff.
  • Bulk-item food bins are not available for customer self-service use.
  • Customers are not permitted to bring their own bags, mugs, or other reusable items from home.
  • Take out containers are given to guests to pack their own leftovers.
  • Employees are educated on COVID-19 and all guest protocols and procedures.
  • All staff are required to wear a face covering during their shift.
  • Servers are required to wear gloves during their shift, and are also required to wash hands and replace with a new set of gloves after touching non-sanitized items.
  • Dishwashers are required to wear protective eyewear and impermeable aprons during their shift.
  • All individual work stations are separated by at least six feet.
  • Handwashing every hour is required for employees.
  • Temperatures of employees are checked and employees with a confirmed temperature of 100.0°F or higher will not be allowed entry to the property. Temperatures are never recorded in order to comply with HIPAA.
  • Back of house signage is prominently displayed for employee self-assessments of COVID-19 symptoms.
  • All employees have been instructed to not come to work if sick.
  • Employee break times are staggered.
  • Employee shift times have been staggered to perform certain work in advance, when possible.
  • In-person staff meetings are conducted with face coverings and appropriate physical distancing.
  • Shared tools and equipment are sanitized during and after each shift or anytime the equipment is transferred to a new employee.
  • The frequency of cleaning and sanitizing in all high-traffic back of house areas, with an emphasis on employee dining rooms, locker rooms, restrooms and kitchens, is increased.

Room Service


  • All room service is served with contactless delivery.

Gift Shop


The number of guests in the gift shop is limited at one time and signage is clearly displayed for maximum occupancy, face coverings, and physical distancing.

  • Per the San Diego County Health Ordinance, all employees and guests (ages two and up) are required to wear a face covering whenever they are in a business or within six feet of another person who is not a member of their family or household.
  • All persons shall maintain a distance of at least six feet from others, except for household members, when possible.

Pool and Whirlpool


The number of guests in the pool area is limited at one time and signage is clearly displayed for maximum occupancy, face coverings, and physical distancing.

  • Per the San Diego County Health Ordinance, all employees and guests (ages two and up) are required to wear a face covering whenever they are in a business or within six feet of another person who is not a member of their family or household.
  • All persons shall maintain a distance of at least six feet from others, except for household members, when possible.

The frequency of cleaning and sanitizing in all public spaces, with an emphasis on frequent contact surfaces, is increased.

Per the San Diego County Health Ordinance, our whirlpool is currently closed.

Fitness Center


Due to the San Diego County Public Health Order, effective July 14, the fitness center will be temporarily closed until further notice.

Guests must perform a brief COVID-19 symptom self-assessment and then sign a waiver prior to using the fitness center.

The number of guests in the fitness center is limited at one time and signage is clearly displayed for maximum occupancy, face coverings, and physical distancing.

  • Per the San Diego County Health Ordinance, all employees and guests (ages two and up) are required to wear a face covering whenever they are in a business or within six feet of another person who is not a member of their family or household.
  • All persons shall maintain a distance of at least six feet from others, except for household members, when possible.

Guests enter through doors that are either propped open, automated, or manually operated by an employee.

  • Hand sanitizer dispensers, touchless whenever possible, are positioned at key guest entrances and contact areas.
  • Guests are required to wash or sanitize hands upon entry to fitness center.
  • The frequency of cleaning and sanitizing in all public spaces, with an emphasis on frequent contact surfaces, is increased.
  • Guests are required to wipe down equipment before and after use.

The Catamaran Spa


Due to the San Diego County Public Health Order, effective July 14, The Catamaran Spa will be temporarily closed until further notice.

  • Reservations are required and walk-in appointments are currently unavailable.
  • No additional friends or family are permitted in the facility, except for a parent or guardian accompanying a minor.
  • Guests are contacted in advance of their appointment to confirm that neither they nor anyone in their household is exhibiting COVID-19 symptoms.

Guests must perform a brief COVID-19 symptom self-assessment and then sign a waiver prior to using the spa.

  • Per the San Diego County Health Ordinance, all employees and guests are required to wear a face covering whenever they are in the spa.
  • All persons shall maintain a distance of at least six feet from others, except for household members, when possible.
  • Signage is prominently displayed informing guests to not enter the facility if sick, wash or sanitize hands upon entry, wear a face covering, and maintain appropriate physical distance.

Guests enter through doors that are either propped open, automated, or manually operated by an employee.

  • Plexiglass is situated between front desk employees and guests at the reception area.
  • Plexiglass is situated between nail technicians and guests for manicure services.
  • Hand sanitizer dispensers, touchless whenever possible, are positioned at key guest entrances and contact areas.
  • Guests are required to wash or sanitize hands upon entry to the spa.
  • The frequency of cleaning and sanitizing in all public spaces, with an emphasis on frequent contact surfaces, is increased.
  • Dirty linens are removed from treatment areas and placed in sealed bags to eliminate excess contact while being transported.
  • All linens are washed at a high temperature in accordance to CDC guidelines.
  • In addition to frequent cleaning and disinfecting, locker rooms and adjoining showers and restrooms are closed at least once daily for thorough cleaning and disinfecting with closure time(s) listed on a posted schedule.
  • Air filters have been upgraded to MERV 13 medical-grade air filters.
  • High-touch items such as pens, styluses, and payment portals are disinfected after each use.
  • Treatment spaces are thoroughly cleaned and sanitized between guests and at the beginning and end of each employee’s shift.
  • Guests must wear face coverings the entire time in the facility including during the treatment or service, with the exception of facial services.
  • Hand treatments are provided as the last part of massage services.
  • Facial massages, waxing services, couples massages, and 25-minute services, among other services and treatments, have been suspended.
  • Schedules and services have been adjusted so that only one nail technician works at each station, and guests are not permitted to have multiple services simultaneously.

Per the San Diego County Health Ordinance, our sauna, steam room, and whirlpool are currently closed.

  • Food and beverage items have been removed from the spa.
  • Unnecessary decorative items such as magazines, throw pillows, and extra blankets have been removed from spa areas.
  • Testers for products are available by request. Self-serve testers have been removed.
  • Shared items such as blow dryers, curling irons, lotion, q-tips, styling products, skincare and hair ties have been removed from the vanity area
  • Employees are educated on COVID-19 and all guest protocols and procedures.
  • All staff are required to wear a face covering during their shift.
  • Estheticians and nail technicians are required to wear face shields during services.
  • Handwashing is required for employees before and after all services
  • Temperatures of employees are checked and employees with a confirmed temperature of 100.0°F or higher will not be allowed entry to the property. Temperatures are never recorded in order to comply with HIPAA.
  • Back of house signage is prominently displayed for employee self-assessments of COVID-19 symptoms.
  • All employees have been instructed to not come to work if sick.
  • Employee break times are staggered.
  • In-person staff meetings are conducted with face coverings and appropriate physical distancing.
  • Shared tools and equipment are sanitized during and after each shift or anytime the equipment is transferred to a new employee.
  • The frequency of cleaning and sanitizing in all high-traffic back of house areas, with an emphasis on employee dining rooms, locker rooms, restrooms and kitchens, is increased.

Check-Out


We provide a touchless key card drop upon check-out, so we can sanitize keys for future use.

Guests automatically receive an emailed folio for a contactless check-out process.

Meetings and Catering


  • All banquet staff will wear face coverings.
  • Handwashing will be required of servers between courses, and a minimum of every 30 minutes.
  • Gloves will not be utilized.
  • Banquet seating capacities are amended to satisfy physical distancing requirements
  • Servers to maintain physical distancing to the extent practical.
  • Hand sanitizer is provided in public areas as appropriate to banquet room and set.
  • Plated Meals or Grab-n-Go Meals are encouraged, buffets with attendants are permissible but discouraged per Evans Hotels Guidelines at the point of sale. Self-serve buffets are prohibited.
  • We are developing banquet room plans to establish new seating capacities for various seating plans.
  • We are working on creating new safety protocols for all conferences and events with guidance from public health authorities and in connection with our industry partners.

We are updating menu options to limit contact with other guests.

We are working on developing new safety protocols for all events with guidance from public health authorities and in connection with our industry partners.

Employee Training and Environment


  • Temperatures of employees are checked and employees with a confirmed temperature of 100.0°F or higher will not be allowed entry to the property. Temperatures are never recorded in order to comply with HIPAA.
  • All employees have been instructed to not come to work if sick.
  • Employees are educated on COVID-19 and all guest protocols and procedures.
  • Employees have been educated on proper hand cleaning practices and follow guidelines hourly and after activities such as using the restroom, cleaning, eating, and before and after starting shifts.
  • Signage is prominently displayed with information on proper hand washing techniques, sneeze and cough etiquette, no touching face reminders, and proper way to wear and dispose of face coverings.
  • Signage is prominently displayed with information to not enter the facility if sick, discouraging physical contact of any kind, requirement to wear face covering, and physical distancing reminders.
  • Per the San Diego County Health Ordinance, all employees are required to wear a face covering in public spaces.
  • Housekeepers are required to wear masks, gloves, and eyewear.
  • Shared tools and equipment are sanitized during and after each shift or anytime the equipment is transferred to a new employee.
  • The frequency of cleaning and sanitizing in all high-traffic back of house areas, with an emphasis on employee dining rooms, locker rooms, restrooms and kitchens, is increased.
  • Break rooms, bathrooms, and other common areas are being disinfected every hour while open.
  • Employees who can work from home are required to do so.
  • All desks or individual work stations are separated by at least six feet.
  • Staff meetings are virtual when possible or are conducted with face coverings and appropriate physical distancing.
  • Per the San Diego County Health Ordinance, all employees and guests (ages two and up) are required to wear a face covering whenever they are in a business or within six feet of another person who is not a member of their family or household.
  • All persons shall maintain a distance of at least six feet from others, except for household members, when possible.
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