Atlantis Clean & Safe Promise
We're Vigilant About prevention:
The health and safety of our guests and associates has always been, and always will be, our top priority. COVID-19 has changed every facet of our world and the way we do business. In an effort to reopen safely, we have updated our already thorough cleaning guidelines and implemented additional processes and procedures to ensure your health, safety and comfort. These protocols will allow our associates to provide exceptional service in a safe environment.
Under the guidance of public health experts, scientists, medical leaders and with constant monitoring of advice and instruction provided by the World Health Organization (WHO), U.S. Centers for Disease Control and Prevention (CDC), The Cleveland Clinic, and The Bahamas Ministry of Health (BMH) – we have long developed a sophisticated approach to prevent the spread of illness. More recently, we’ve introduced additional best practices and guidelines focused on enhanced hotel cleaning practices, social interactions, and workplace protocols to prevent the spread of COVID-19.
This comprehensive approach is our Atlantis Clean & Safe Promise to protect every guest, every team member, our supply chain, and our community. It is our promise and commitment to you to put your health and safety first.
The enhanced health, safety, and cleanliness protocols herein meet or exceed guidelines set forth by:
Atlantis has adopted enhanced health, safety, and cleanliness protocols at the resort for all who pass through our doors. It is essential that you follow all posted instructions while at Atlantis.
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.
Please help keep each other healthy and safe. Thank you.
View Travel Guidelines from The Bahamas Ministry of Tourism & Aviation for important information you should know before your trip.
ATLANTIS SAFETY & CLEANLINESS COUNCIL
The Atlantis Safety & Cleanliness Council was created to tackle the realities of the COVID-19 pandemic and further advance the company's prevention efforts. The Council is focused on developing the next level of global hospitality cleanliness standards, norms, and behaviors that are designed to minimize risk and enhance safety for our community.
The Council is focused on more than just disinfection across the resort; they are providing a holistic approach designed to take care of all who pass through our doors. We are setting a higher bar of safety and cleanliness, so you can enjoy more peace of mind when you travel.
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TEAM MEMBER & GUEST HEALTH
Team Member:
With few exceptions, our team members are required to wear masks. They are also required to go through screening and temperature scans before entering the property each day. Contractors and suppliers are also subject to these same requirements before being granted access to Atlantis facilities.
Guest:
The Government of The Bahamas requires guests over two years of age to wear masks in all public areas throughout the resort. Exceptions to mask wearing include when eating, drinking, swimming, riding the water slides and when physically distanced laying on the beach and pool areas. We ask that guests follow a self-screening protocol prior to arriving and during your stay. If you have reason to believe you may have been exposed to the virus, we strongly urge you to stay at home and follow CDC guidelines for self-quarantine.
We look forward to welcoming you once the self-quarantine period is complete.
If you develop symptoms during your stay, we have protocols in place and access to medical professionals to assist.
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PERSONAL PROTECTION POLICIES
Handwashing / Personal Protection Equipment (PPE)
Team members will receive comprehensive training on new health and safety protocols, on proper wearing and use of PPE when on property, and reinforced training on the importance of frequent handwashing, disinfection, and observing physical distancing guidelines.
This measure of protection will remain in effect per CDC guidelines, and local health directives, or until the COVID-19 virus is no longer a critical risk. The Government of The Bahamas requires guests and team members to wear masks in all public areas.
Hand washing and sanitizing stations with no less than 60% alcohol-based hand sanitizer have been added throughout the resort.
Signage to guide and remind our team members and guests of the enhanced protocols such as washing hands, coughing and sneezing etiquette, physical distancing, and avoiding touching their faces have been placed throughout the resort.
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PHYSICAL DISTANCING
Capacity has been reduced throughout the resort to enable physical distancing of 6 feet/2meters. Guests will be advised to practice physical distancing by standing a minimum of 6 feet/2meters from other groups of people not traveling with them, including in any area where guests or team members queue. Floor guides and signage will serve as reminders throughout the resort to maintain physical distancing, and where possible, encourage one-way guest flow with marked entrances and exits.
From time-to-time, 6-feet/2 meters distancing will be challenging—in those cases, reasonable mitigating protocols will be implemented, such as plexiglass barriers or face shields for the safety of our guests and team members.
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ENHANCED CLEANING & DISINFECTION PROTOCOLS
Our community safety, health, and well-being is our #1 priority. For nearly 25 years, Atlantis has adhered to the highest standards of cleanliness and safety protocols. Our resort is always rigorously cleaned and sanitized every day. But now more than ever, our existing industry-leading practices are being enhanced to include several pre-emptive disinfecting measures, assuring guests the peace of mind to enjoy their vacation with the utmost confidence.
These enhanced procedures meet or exceed recommendations from the CDC, WHO, and BMH. Following their guidelines, we have already increased the frequency of deep cleaning, with a focus on high-touch surfaces in common-areas. We will continue using EPA-approved hospital-grade disinfectants for use and effectiveness against COVID-19, bacteria, and other infectious pathogens. Electrostatic sprayers will be used in many of our areas to allow us to apply disinfectants more effectively, and the disinfectants used will continuously combat bacteria for up to 60 days. We are also using UV-C light technology as an additional sanitizing measure.
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TECHNOLOGY / EXPERIENCE INNOVATION
We are reimagining several aspects of the guest experience through technology to help safeguard the health and well-being of our guests.
Express Check-In
The most convenient way to check-in is as easy as reaching for your smartphone. Atlantis is putting the arrival experience in the hands of our guests, enabling them to expedite the check-in process up to 24-hours prior to arrival.
Guests can authorize their registration form and confirm their arrival time, all before setting foot in the lobby. Once a room has been assigned, guests will receive a text or email letting them know they can retrieve their room key and welcome packet simply by showing their ID at the dedicated Express Check-in area located in the main lobby.
QR Codes for Guest Info
In keeping with COVID-19 safety measures to reduce the number of surfaces that may come into contact with the virus, and further our environmental efforts to reduce paper waste, we will have guest info on daily activities, programs, and restaurant menus available via scannable QR codes.
Innovative Disinfection Technologies
Atlantis added new technologies, like electrostatic sprayers – which use an electrostatically charged high-grade disinfecting mist – and UV-C light technology to sanitize surfaces and objects. Through the electrostatic process, the disinfectant is emitted as charged droplets that are actively attracted to surfaces for full wrap-around disinfectant coverage.
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INCIDENT RESPONSE PROTOCOLS
Atlantis has many protocols in place aimed at reducing the chance of a COVID-19 outbreak at our resort, and effective containment should there be a case or suspected case. In the unfortunate event, a guest or team member tests positive for the virus, we will activate established incident response protocols to ensure the infected individual is isolated and has prompt access to medical treatment. Any exposed areas will be extensively cleaned and disinfected. Contact tracing is part of the protocol, so if a suspected or confirmed case does occur, we will notify the Surveillance Unit of BMH. Atlantis' medical and security personnel are trained to respond quickly in the event of an incident.
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RESORT-WIDE PROTOCOLS
Enhanced safety and cleanliness protocols have been developed for every aspect of our resort. Some areas will have more specific protocol requirements than others. However, these general protocols apply resort-wide.
TEAM MEMBER CONSIDERATIONS
- Personal Protective Equipment (PPE): with few exceptions, masks will be worn at all times, which is consistent with CDC guidance and local health directives.
- Sanitizing and Disinfecting: proper handwashing procedures will be done frequently throughout the day. If soap and water are not available, team members will use no less than 60% alcohol-based hand sanitizer.
- Physical Distancing and Contact Free Greetings: team members will practice physical distancing and contact-free greetings.
- COVID-19 Safety and Health Training: all team members will receive enhanced training on COVID-19 safety and health protocols.
GUEST CONSIDERATIONS
- Hand sanitizing stations will be placed in prominent guest contact areas such as hotel lobbies, the casino floor, restaurant entrances, meeting spaces, elevator landings, and retail entrances.
- Personal Protective Equipment (PPE): with few exceptions, masks will be worn at all times, which is consistent with CDC guidance and local health directives.
- COVID-19 health and physical distancing signage will be placed throughout the property.
- Team members will receive comprehensive instructions on how to respond to potential cases of COVID-19 infection on property, following local and CDC health guidelines, and how to provide support to guests in addressing health concerns.
- Where possible, touchless technology has been implemented, and unnecessary paper items removed.
PHYSICAL DISTANCING PROTOCOL
- Guests will be asked to practice safe physical distancing (standing at least 6 feet/2 meters apart) from other guests while moving around the property. While queuing in the hotel lobbies, casino cage, waiting for elevators, outdoor attractions, dining outlets, taxi lines, and other areas, a queue may form. Floor markers will help indicate proper spacing.
- When physical distancing guidelines cannot be maintained, plexiglass barriers or other alternatives will be used for the safety of our guests and team members.
- Physical layouts will be arranged to provide for appropriate distancing (in restaurants, lobbies, pool decks, on the casino floor) where feasible.
- Signage will be posted in high traffic areas to remind guests of distancing protocols and other safety practices.
- Restaurants and bars will reduce seating capacities to allow for a minimum of 6 feet/2 meters between each seated group. Tables in restaurants will be dressed after the guest is seated. All silverware will be pre-wrapped. Wherever possible, the outdoor seating capacity has been increased.
CLEANING & DISINFECTION STANDARDS
- All cleaning disinfectants and sanitizers used throughout the resort are of the highest classification recommended by the CDC and WHO and are EPA-registered hospital-grade for use and effectiveness against SARS-CoV-2, the virus that causes COVID-19, bacteria, and other infectious pathogens.
- Electrostatic sprayers will be used in many of our areas to allow us to apply disinfectants more effectively, and the disinfectants used will continuously combat bacteria for up to 60 days. We are also using UV-C light technology as an additional sanitizing measure.
- Increased frequency of deep cleaning and disinfection of high contact areas such as handrails, door handles, push plates, light switches, elevator buttons, countertops, basins, toilets, faucets, restroom stalls and stall doors, lobby, check-in desks, and hallways.
- Many areas such as meeting and convention spaces, the casino, restaurants, bars, retail outlets, pools, golf, spa, fitness center, entertainment venues, guest activities, Dolphin Cay and Aquaventure will have area-specific cleaning and disinfection guidelines. These protocols will meet or exceed resort-wide protocols.
- Our swimming pools and water slides are maintained with two chemicals, chlorine, and bromine that are proven to kill the COVID-19 virus.
- For added peace of mind, the inflatable water tubes are sprayed with a chlorine mix for extra sanitization.
- The filtered ozonated seawater at Dolphin Cay disinfects any pathogens that may be of risk to humans and animals. The Atlantis Water Quality Team monitors these disinfection levels 24/7.
- The frequency of cleaning and disinfecting will be increased in high traffic back of house areas with an emphasis on team member entrances, cafeterias, locker rooms, restrooms, loading docks, offices, and kitchens.
Meetings & Events Considerations
Event Banquet Service (applies to indoor and outdoor events):
Cleaning & Disinfecting Protocol
- All shared equipment and banquet amenities to be disinfected before and after each use, or be single use, if not able to be disinfected
- All linen, including underlays, will be replaced after each use
- Clean and soiled linens to be transported in sealed single use plastic bags into and out of the meeting rooms
- Event space will be cleaned and disinfected following set-up, immediately prior to event, and after event which includes, but not limited to, ballroom doors, tables, chairs, light switches, and staging. This includes the use of disinfectant fogger machines.
- Hand sanitizer stations will be positioned appropriately at all entry/exit points and inside the room or outdoor space
Service and Physical Distancing Protocol
- All self-serve buffet style events will not be available until further notice
- All food and beverage items to be individually plated and served
- Coffee and other break items to be attended and served by a server
- Break items will be packaged or individually plated.
- All servers will be required to wear masks and gloves
- Condiments to be served in individual PCs or disinfected individual containers
- Seating capacities and floor plans to be reviewed on an event by event basis to ensure appropriate physical distancing that follows the Bahamas Ministry of Health guidelines
- Entry doors will be set in an open position to reduce guest contact with hard surfaces
- All entry and egress flow into rooms will be reviewed on an event by event basis to ensure appropriate physical distancing that follows the Bahamans Ministry of Health guidelines
Guest Considerations
- Individual bottled water will be provided in lieu of water carafes on meeting tables and water stations
- All flatware to be provided as a roll-up using a disposable or properly cleaned cloth napkin
- Refills will be provided in a fresh glass or poured directly from a pitcher; no contact will be made with a glass that a guest has already used
- Conference Services and/or Catering Managers will work closely with clients to develop examples of physically distanced floor plans that work best for their event while following enforced guidelines for physical distancing
- Atlantis will offer modified menus to showcase styles of service and items currently available.
Meeting Services:
Cleaning & Disinfecting Protocol
- Hand sanitizer stations will be placed throughout the convention center and inside meetings rooms
- Conference Hosts will disinfect and clean conference room doors, tables, chairs light switch and other equipment before, during breaks, and after each group use. This includes the use of disinfectant fogger machines.
- Break times will be extended to allow for proper cleaning and disinfecting. All attendees will be required to leave the room during each break.
- Frequent cleaning and sanitizing efforts will continue throughout the day in public areas and restrooms within the Convention Center
- Signage will be posted in all restrooms regarding CDC recommended handwashing procedures
- Conference Hosts will disinfect their respective work areas, counters, doors and equipment at least once every four hours and upon a shift change
Physical Distancing Protocol
- All team members and guests will be required to wear face masks and follow mandatory hygiene and sanitizing guidelines
- Seating capacities and floor plans to be reviewed on an event by event basis to ensure appropriate physical distancing that follows the Bahamas Ministry of Health guidelines
- Entry doors will be set in an open position to reduce guest contact with hard surfaces
- All entry and egress flow into rooms will be reviewed on an event by event basis to ensure appropriate physical distancing that follows the Bahamans Ministry of Health guidelines
- Site inspections, Pre-Planning meetings, and Pre-cons will be done virtually and/or with appropriate physical distancing
Guest Considerations
- Post signage outside of meeting and events reminding guests of appropriate physical distancing guidelines
- All pens and notepads will be replaced during each break while discarding used materials
- Conference Services will work closely with clients to develop examples of physically distanced floor plans that work best for their event while following enforced guidelines for physical distancing
Vendors:
- Vendors will be required to comply with the Atlantis health and safety protocols and applicable operating standards.
- Vendors' staff will be required to receive temperature screening and any other screening required prior to entering the property
- Vendors' staff will be required to sanitize hands upon arrival and throughout their time on property
- Vendors' staff will be required to wear face masks at all times while on property
- Vendors' equipment brought on property must be sanitized prior to unloading and prior to event.
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GUEST ROOM ENHANCEMENTS
We want you to have confidence when you check into a room, that it has been cleaned and disinfected using the latest in technology and most potent, but safe, solutions.
Our newly enhanced standards and protocols will include:
- We are minimizing the number and frequency of attendants entering the guest's room during their stay to protect both our guests and team members.
- Declutter paper amenities such as pens, paper, brochures, and guest directory, supplement with digital versions on TV, or available upon request.
- COVID-19 health and physical distancing signage will be placed throughout the property.
- Guest room attendants will wear masks and gloves while cleaning each room and sanitizing hands and changing gloves between each guest room.
- Training on cleaning and disinfection for guest room attendants, with an emphasis on sequence of service and allowing required dwell times for all disinfectant solutions to kill the virus effectively.
- Guest room rotation plan that allows enough time for proper air circulation after guests check out.
Guest room cleaning touch points
Adherence to a triple check cleaning system:
- Coffee & Tea Stations : including ice buckets, refrigerators, and microwaves. Mini-bars have been removed from the guest room.
- Switches & Climate Control Panels: lights, lamps, switches, and climate control panels
- All Closet Accessories: including iron, safe and luggage racks.
- Air Filters & Ducts: air filters have been upgraded to hospital-grade to remove bacteria and germs, and air ducts are disinfected before arrival.
- Hard Surfaces: doors, tables, nightstands, furniture, all handles, and knobs.
- Bathroom Surfaces: counters, toilet seats, and handles splash walls, shower/tub controls, sinks, and faucets.
- Bathroom Amenities: toiletries, amenity tray, tissue box, lighted mirror and hairdryer.
- All Electronics & Phones: phones, remote controls, alarm docking station, handsets, dial pads, and function buttons.
- Bedding and Towels: bed covers, linens, pillowcases, and sheets changed daily unless day service is cancelled per guest request.
- Carpeting & Floors: swept, vacuumed, and disinfected daily.
- UV-C Light Technology: used as an added defense against killing COVID-19.
- Electrostatic Sprayer: : disinfectant emitted to surfaces for full-wrap around coverage to defend against the virus for up to 60 days.