COVID-19 Policy

Keeping you and yours safe is ALWAYS our top priority


As a community with wellness at our core, our highest priority is our duty of care to your health, safety and well-being.

The uncertainty surrounding COVID-19 makes it a confusing time to travel. As the situation evolves, we are closely monitoring official guidance from the World Health Organization (WHO) and the Czech Ministries of Health and Tourism and working with local authorities to ensure what we are doing is correct, comprehensive and effective.

Currently, we have devised and implemented an integrated Health and Safety Plan foreseeing all measures, specifications and procedures across all hotel departments to address the new COVID-19 and any disease that can be transmitted in the community. 

All management and staff members are committed to provide not only a carefree and safe stay to our guests, but also their familiar Felicity experience. Ultimately, we will support you to do whatever you feel is best for you and your loved ones.

Staying with us

If you are planning to stay at Felicity Hotels, we want to reassure you that we are living by our responsible and caring values. This means taking care of our guests and staff members and being consistent with our already high standards around hygiene, sanitization and cleaning. In addition, we are implementing further measures based on the advice of local health authorities.

Our chefs are focused on serving nutritious and delicious fresh food that is prepared safely. Our staff members are taking extra steps in addition to our rigorous cleaning routines to ensure you still enjoy guest room essentials during your stay. Our massage therapists and guest experience makers also remain on hand to keep you healthy and happy.

Upcoming travel plans

Given the ever-changing situation surrounding COVID-19 and travel restrictions, we are constantly reviewing our cancellation policy to ensure you have total flexibility when considering your travel plans.

Existing Bookings

If you have an existing booking at one of our hotels, completed before the 15th April 2020 and you booked directly with us, you may change this reservation without a cancellation fee for stays up to the 31st December 2020.

Please contact us directly with your reservation or itinerary confirmation number and we shall do the rest!.

We just ask that bookings completed via tour operator, travel agent or online booking platform, you contact these 3rd party partners directly to discuss your reservation and refer to their terms and conditions.

Please refer to the COVID-19 - Frequently Asked Questions section for further details.

New Bookings

We would like to help you plan and book your next stay with complete confidence. Our professional team has several ways to support you in this process. 

Our latest offers ensure you have total flexibility to amend or cancel your booking but are subject to availability and may vary dependent on which promotion you decide to book on with us. Check out our latest promotions here 

We hope that our cancellation policy gives you complete peace of mind and we look forward to welcoming you back to Felicity Hotels.

Upon Arrival

The COVID-19 protocol that we have put in place at Felicity Hotels is for the safety and reassurance of our guests and staff members alike. This protocol is outlined below:

In order to prevent an infected person from entering the resort, guests are required to:

wash and sanitize their hands at the Health station provided in the parking area

always wear their own masks

allow their temperature to be taken with a thermal scanner

If a guests temperature falls within the normal range and they do not show any symptoms they will proceed to be escorted to the reception.

Guest Check In

Guests are to be seated at the lobby lounge to fill in a simple and fast E-check-in/check-out procedure via tablet.

Reception Desk: All items on the reception desk (pen, pads, computer, phones, payment terminal, hand sanitizer) and the Reception staff’ hands are sanitized, prior to any guest interaction.

We kindly ask all guests to sanitize your hands and credit cards, prior to interaction with our staff. All the payment terminals are sanitized before and after every use.

Public Areas

We have implemented deep cleaning and disinfection protocols across all high-volume touchpoints and all exposed surfaces of our properties. Health stations have been placed throughout the hotels, including wipes and sanitizers.

Further measures such as the education of guests on how to take necessary precautions, a simple and fast E-check-in/check-out procedure via tablet, contactless payment of taxes and other services at the reception and an alcohol-based hand rub, soap, and tissues available in every restroom, have also been added.

Guest Rooms

We have implemented deep cleaning, sanitisation and disinfection protocols in all guest rooms and bathrooms, especially high-touch areas using appropriate disinfectant.

All the surface of the equipment, furniture, faucets and other things in the room are sanitized before the guests check in.

Unused disposable items such as guest amenities are discarded and all furniture made out of fabric disinfected with steam cleaners and disinfectants, while rooms will be ventilated after the guest checks out.

Any bed linen from guest rooms that may be potentially contaminated will be kept in separate labeled bags and washed at temperatures of 60-90 degrees. 

Staff members have access to hand sanitizers (alcohol based) in back of house areas.

Protective wear such as protective gloves, and face masks are issued to housekeeping staff when on duty to clean and make up the guest room.

All Day Dining

The highest standards of food safety and hygiene, as well as strict personal hygiene policies for our staff members will be followed.

All restaurants’ surfaces & furniture will be disinfected after each service and the tables will be cleaned and disinfected after each sitting. 

Seating capacity will be reduced and tables will be arranged to allow a maximum of 4 persons for 10 square meters. Room service for guests preferring to dine in private shall be offered.

Used crockery and cutlery will be placed in the dishwasher and washed at the highest temperature as per required standards.

Spa Area

We have implemented deep cleaning, sanitisation and disinfection protocols in the spa area, especially high-touch areas using appropriate disinfectant such as sitting areas and loungers that are sanitized after guest use. The Spa Area is now available for private use only to prevent large groups of people coming together. 

The whirlpool standards of hygiene continue to be of the highest standards. Meticulous observance and supervision of all of our procedures such as frequent recirculation time of the water every 4 hours, frequent chlorine measurements to control its levels, water change, pH control, etc.

Hand Hygiene

Alcohol- based hand sanitizers will be available for guests and staff members in different areas throughout our hotels. Such areas include the hotel entrance, the reception, the lobby, the corridors, the food and beverage outlets, the Kids Clubs, the Spa areas etc. 

Social Distancing

Social distancing actions will include limiting large groups of people coming together. Guests / customers with medical conditions may wish to avoid congregated settings such as a gym or a health club. Staff members in the hotel’s public areas will remind our guests to maintain social distancing of at least 1,5m. To ensure proper distancing, our hotels will operate at lower occupancy, over the coming months.

Hotel response teams & training

Our hotels managers and staff members have been trained in Health & Safety measures. We have established  an internal Response Team in every hotel that consists of a staff member from every department, who are responsible for all aspects of Health & Safety and keeping a pulse on hotel operations. All Felicity Hotels personnel receive extensive ongoing training on Health & Safety measures to provide a carefree and safe stay to our guests, implementing the POSI (Prevent of Spread of Infection) guide and all procedures and preventive measures.

Awareness campaign at the hotels

A comprehensive awareness campaign is rolling out in all our hotels, with health & safety measure signs throughout the properties describing ways to prevent the spread of germs, as well as brochure regarding COVID-19 and its containment in every guest room.

New technologies: High Tech, High Touch

In order to reduce face-to-face interaction between staff members and guests wherever possible, we have implemented new technologies like our simple and fast E-check-in/check-out procedure via tablet, online table reservation and more. Our technologies provide reassurance and distancing options for our guests.

 

COVID-19 - Frequently Asked Questions

FAQ FOR CANCELLATIONS

What is the Felicity Hotels cancellation policy for non-refundable bookings and bookings with deposit?

All deposits paid for the period of 2020 are non-refundable but a credit voucher for the equivalent value will be issued instead. All credit vouchers are valid for 18 months. Within this period, you may redeem this credit voucher by making a booking for accommodation services in any of our hotels. 

In case the cost of the service you choose is lower than the amount you have already paid, you will be eligible for a new credit voucher, corresponding to the difference between the actual cost applicable to your new booking and the amount already paid. Also all reservations for the period March 2020 till December 2020 have a flexible change date policy within 7 days prior the arrival. 

In case of non refundable booking and you have booked through felicity.cz, you may modify any reservation without penalty for future travel through season 2020 or 2021. 

How can I modify or cancel my reservation if booked through a travel agency?

You must contact the travel agency through which you made the reservation.

How can I modify or cancel my reservation if booked through Booking, Expedia etc?

You must send your request through the online platform you originally made the reservation to modify/cancel the reservation.

I do not wish to travel; I wish to cancel my non-refundable reservation and get a refund.

In case you have booked through felicity.cz, you may modify any reservation without penalty for future travel through season 2020 or 2021. Otherwise, you may cancel your reservation and we will provide you with a credit voucher for the value of your booking.

In case you have booked through an online platform or travel agency, you must contact them directly.

What happens if I am in quarantine and cannot travel?

For reservations through felicity.cz, you may transfer your reservation free of charge to any date in season 2020 or 2021. Otherwise, you may cancel your reservation and we will provide you with a credit voucher for the value of your booking. In case you have booked through another online platform or travel agency, you must contact them directly.

Is it possible to transfer my reservation in 2021?

In case you have booked through felicity.cz, yes, you may transfer your reservation free of charge to any date in season 2020 or 2021. Otherwise, you may cancel your reservation and we will provide you with a credit voucher for the value of your booking.

FAQ FOR COVID-19

What measures do you take as a country and as a hotel for the new COVID-19?

As a community with wellness at our core, our highest priority is our duty of care to your health, safety and well-being. The uncertainty surrounding COVID-19 makes it a confusing time to travel. As the situation evolves, we are closely monitoring official guidance from the World Health Organization (WHO) and the Czech Ministries of Health and Tourism and working with local authorities to ensure what we are doing is correct, comprehensive and effective.

Currently, we have devised and implemented an integrated Health and Safety Plan foreseeing all measures, specifications and procedures across all hotel departments to address the new COVID-19 and any disease that can be transmitted in the community. 

  1. Operation at lower occupancy to ensure proper distancing           
  2. Intensified cleaning & disinfection across all high-volume touchpoints & guestrooms       
  3. Welcome safety pack for all guests, as well as disinfectant dispensers in public areas 
  4. High standards of food safety (HACCP) and contactless service at the restaurants      
  5. Simple & fast check-in / check-out procedures         
  6. Ongoing training for our compliant staff             
  7. Awareness campaign at our hotel

The Czech Government has enacted legislation providing a wide range of means, necessary to guarantee the protection of health and safety of the population. In this respect, people with COVID 19 are submitted to clinical and laboratory medical examination, health monitoring, medication and treatment, particularly in cases when the competent medical authorities have reasonable suspicions that they may transmit directly or indirectly the disease.

In addition, the competent health authorities may impose temporary restriction of persons under COVID-19 conditions, preventing contact with third parties, to avoid transmission (or spread) of the disease. The measure of temporary restriction may be implemented in a suitable hospital, health structure, treatment area, institution, in appropriate public or private temporary facilities, accommodation, or even at home. Such measures, if decided by the competent administrative authorities are obligatory for both the hotel and its guests.

How does the COVID-19 spread?

  • By droplets: made when infected people cough, sneeze or talk.
  • Touching: Contaminated objects or surfaces.
  • Person to person transmission: By a mere handshake.

What is the incubation period of the COVID-19 disease?

The “incubation period” means the time between the first contact with the virus and beginning to have symptoms of the disease. Most estimates of the incubation period for COVID-19 range from 1-14 days, most commonly around five days. These estimates will be updated as more data become available.

How long does the COVID-19 last on surfaces?

It is not certain how long the virus that causes COVID-19 survives on surfaces, but it seems to behave like other coronaviruses. Studies suggest that coronaviruses (including preliminary information on the COVID-19 virus) may persist on surfaces for a few hours or up to several days.

Can you contract the COVID-19 by touching a surface?

People can get infected by Sars-Cov-2 just touching contaminated surfaces or objects – and then touching their eyes, nose or mouth.

What are the key touchpoints for hotels?

The key touchpoints for hotels are: telephones, table tops, chairs’ hard surface, door handles, light switches and other equipment.

What are the symptoms of COVID-19?

The most common symptoms are fever, dry cough, shortness of breath, and breathing difficulties. In more severe cases infection can cause pneumonia, severe acute respiratory syndrome, and even death. The period within which the symptoms would appear is 2-14 days.

Is headache a symptom of COVID-19?

The virus can cause a range of symptoms, ranging from mild illness to pneumonia. Symptoms of the disease are fever, dry cough, tiredness, sore throat and headaches.

What is the recovery time for the COVID-19?

Using available preliminary data, the median time from onset to clinical recovery for mild cases is approximately 2 weeks and is 3-6 weeks for patients with severe or critical disease.

Can babies get COVID-19?

We know it is possible for people of any age to be infected with the virus, but so far there are relatively few cases of COVID-19 reported among children.

At this stage the risk to children and babies, and the role children play in the transmission of COVID-19, is not clear. However, there has so far been a low rate of confirmed COVID-19 cases among children relative to the broader population.

How does COVID-19 spread?

The new COVID-19 is a respiratory virus which spreads primarily through droplets generated when an infected person coughs or sneezes, or through droplets of saliva or discharge from the nose. 

To protect yourself, clean your hands frequently with an alcohol-based hand rub or wash them with soap and water.

What should you do if you think you have COVID-19?

If you have fever, cough and difficulty breathing, seek medical care immediately. Stay home if you feel unwell. Follow the directions of your local health authority.

Can the COVID-19 spread through food?

Current evidence on other COVID-19 strains shows that while coronaviruses appear to be stable at low and freezing temperatures for a certain period, food hygiene and good food safety practices can prevent their transmission through food.

Is there a vaccine for COVID-19?

When a disease is new, there is no vaccine until one is developed. It can take possible up the eighteen months for a new vaccine to be developed.

Is COVID-19 new?

Coronavirus disease (COVID-19) is a new strain that was discovered in 2019 and has not been previously identified in humans.

Is COVID-19 more severe than the flu?

This is not clear yet. The transmissibility of Sars-Cov-2 is very high, but we have to discover more about morbidity and mortality. It is uncertain to say if COVID-19 is more severe than influenza because there are many unknown and not declared cases in the community.

Are masks effective against COVID-19?

If you are healthy, you only need to wear a mask if you are taking care of a person with suspected Sars-Cov-2 infection. Wear a mask if you are coughing or sneezing. 

Masks are effective only when used in combination with frequent hand-cleaning with alcohol-based hand rub or soap and water. If you wear a mask, then you must know how to use it and dispose of it properly.