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.

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.

During Your Stay


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

Text us at: (858) 384-4150.

 

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 Room


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.

Guests may opt-out of daily housekeeping services during your stay and contactless delivery of housekeeping items is also available.

  • 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.

  • The number of guests at a single table is limited to a household unit or guests who have asked to be seated together.
  • Parties are limited to maximum of ten guests per table.
  • Tables and chairs are adjusted to observe a six-foot physical distance between other tables, and excess tables and chairs are removed.
  • Tables are spaced at least six feet away from all food preparation areas, including beverage and server stations.
  • Bar countertop seating is currently unavailable.
  • 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.
  • Room service fees are currently waived for resort guests.

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


Per the San Diego County Health Ordinance, our pool areas are currently closed.

Spa and Fitness Center


We are working on developing plans in connection with our industry partners.

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.

At this time, we are adhering to the California directive of 6 foot physical distancing. The floor plan for all meeting space has been re-imagined, including updated diagrams. Please see your Conference Services Manager for custom diagrams for your room set up.

Room set ups are based upon 72” rounds, and 6’ and 8’ tables, depending on the set up. 3 per 72” for rounds and 3 per 16ft for classroom. U-shape and hollow square are based on size of group and specific needs from the group.

Meeting amenities such as pads of paper, pencils, pitchers of water, and hard candies have been removed from meeting set ups at this time. Additional options may be available in the future.

All chairs are wiped down before and after each meeting period.

Per Order of the County of San Diego, attendees are required to wear face coverings in the hotel and in the meeting rooms. Guests of the hotel will receive an amenity bag with two complimentary face coverings per room. Additional face coverings will be available for purchase in the retail shop, or groups may provide face coverings for their attendees.

Should group contacts wish to install partitions in the meeting room between attendees, we are able to refer preferred partners.

Pitchers of water and water dispensers will no longer be available, but attendees may bring their own filled water bottles. Banquets will not be able to refill water bottles. Bottled water will be available for groups to purchase with their beverage station selections based on current banquet menu pricing.

Doors to the meeting rooms and foyer (if applicable) will be propped open to limit the number of times attendees and banquet staff touch door handles. Once the meeting begins, the doors will be closed and sanitized. There will be hand sanitizer stations in the foyer of each meeting room for attendees that get up and leave during the meeting. The doors will be propped open again during breaks and lunches. Groups are encouraged to provide their Conference Services Manager with their most current agenda so Banquets may plan accordingly.

Dining linens used at tables such as tablecloths and napkins will be removed after each customer use and transported from dining areas in sealed bags. Meeting linens will have temporary covers to be removed after each meeting or guests will have assigned seating for the duration of the meeting or per client request. This is subject to future guidance and updates.

Marketing has created social distance Lodge Logo markers and will be available to be placed per client preferences.

At this time, The Lodge will not be providing temperature checks for attendees prior to entering ballrooms or coordinating with any Minute Clinics.

One coffee station attendant will be provided complimentary, all day, for the day per 75 guests. This will include breakfast, scheduled breaks and lunch service in addition to throughout the day. Additional coffee station attendants will be available at the expense of the client based upon request.

Per client request, plates may have lids for plated meals.

Buffets with attendants are being discouraged at the point of sale per Evans Hotels Guidelines. Self-serve buffets are prohibited.

  • One bartender per seventy-five (75) guests will still be provided complimentary. Standard bartender fees will still be applicable if the minimum spend of $800 per bar is not met, $200 per bartender.
  • All banquet beverages will be displayed on the back bar. All banquet bars will be wiped down pre and post event. Bartenders will have on face coverings.
  • Bartender and guest will physically distance during order. Bartender will make drink, put drink down and stand back. Guest will step forward and pick up drink. Stanchions available for additional physical distancing if requested or preferred over markers on the floor.
  • Portable plexi barriers for the bars will be created, TBD on any details or quantities at this time.

Butler passed wine is currently not available. Instead, a wine station with an attendant for any groups larger than 25 guests will be included. Service will be similar to the banquet bar scenario to include physical distance from attendant and guest at the station, as practical.

Plastic or Rolled Silverware is available for all meals, per clients requests.

Tableside or French Service is not available per County guidelines.

All pre-set tabletop items are removed from meetings and dining periods; this will include salt/pepper, sugar, creamer, Lodge centerpieces and votives.

To go items and boxed lunches will be self serve.

Banquet meals will not be delivered to guest rooms and will not be included in a food and beverage minimum. Guests may take their to-go items or box lunch to their room if they prefer but due to a variety of reasons we will not be delivering.

Reception/Tray Passed Food Items available for 2-4 items per guest with individual serving platters or individual former buffet items now made for individuals, i.e. cheese display/hummus & veggie display etc. This could change based on County guidelines.

Hospitality suite is only available with a bartender currently and specific hours will need to be discussed with your Conference Service Manager. All current beverage stations must include an attendant, hours would need to be addressed with Conference Service Manager as well.

All food and beverage in the Meeting Planner Office will be by request to the Conference Services Manager prior to client arrival. All items have currently been removed, including the Keurig.

All Audio Visual equipment will be fully cleaned and sanitized at night after the meeting, and in the morning before the meeting begins. Sanitizer will be available at the podium for speakers. It is the speaker/group’s responsibility to sanitize equipment between presenters/speakers while on stage.

Video/Teleconferencing is available in all ballrooms. Costs vary between rooms based upon microphones, cameras and the number of guests participating. Costs average $3,600 to $4,200 per day.

Overflow seating will be available between Maurice Braun and Charles Reiffel only. Average daily costs for guests to observe from the secondary room is $4,500 per day and the average costs for an enhanced system allowing guests to participate with the general session will average $13,400.00 per day. These numbers do not include the AV costs associated with the main/general session room.

Please contact our Audio Visual Manager, Jason Pence, for a complete estimate of costs for all Audio Visual needs.

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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