INFORMATION FOR OUR GUESTS: EVERYTHING IS SAFER AND EASIER IF WE DO IT TOGETHER!
This document has been revised on October 2nd, 2021
Ermitage remained open throughout 2020, even in the peak periods of the infection, without compromising the safety of our Guests, demonstrating that our internal risk containment rules work. Today the vaccination campaign is continuing, our doctors and therapists have already been vaccinated and therefore we believe that our risk reduction systems are, even more so, still valid and effective.
For your protection and safety, we have therefore decided to continue in 2021 with the same organization that has proven to work already in 2020 and which is based on compliance with the following rules of access to the hotel and of good living together:
To access to the hotel
we request a COMPLETE VACCINATION CERTIFICATE. The vaccination certificate and the vaccination cycle must be completed. The QR code is not enough!
In case of a vaccination dose or recovery from Covid in the previous 6 months, we request A RAPID SWAB TEST in the previous 48 hours or MOLECULAR TEST in the previous 72 hours.
Only for those, who certificate the impossibility to get vaccinated due to the age or to the health conditions, will be possible to profit of our rapid swab tests to access to the hotel. We inform you since now that their validity is of only 48 hours and therefore in case of a long stay, you should undergo the swab test more times during your stay.
RAPID SWAB TEST IN THE HOTEL: upon request, customers can take a rapid swab test with our medical staff at the hotel upon arrival, in drive-in mode, by previous agreement at the rate of 20,00 €.
EXCLUSIVE SERVICES: swimming pools and health and wellness services are accessible exclusively to our customers and patients and not to the public!
VISITING GUESTS: Guests visiting our customers can access to the garden, at the bar and restaurant only if they have a GREEN PASS.
Purpose of data processing. Please be aware that the processing of the requested data is carried out exclusively for the purpose of prevention of contagion from COVID-19, in such a way as to guarantee confidentiality and dignity. As the purpose of such processing is the protection of public health, the provision of the requested personal data is optional but strictly necessary in order to allow guests access to our premises.
Lawfulness. The lawfulness of such processing resides in the performance of a task in the public interest in the public health sector, as well as in the recommendations on the implementation of the anti-contagion safety protocols pursuant to Article 1(7)(d) of the Prime Ministerial Decree of 11 March 2020.
Duration. Your personal data will not be disclosed or communicated to third parties outside of the specific regulatory provisions, such as the request by the Health Authorities for the tracing of close contacts with a subject who tested positive for COVID-19, and are subject to processing strictly for these purposes, and in any case in such a way as to ensure the security, integrity and confidentiality of the data. Data shall be stored until the end of the COVID-19 epidemic emergency.
Social Distancing: Stay at least two metres from other guests who are not staying in the same room as you. Approach our staff without fear, however, for requests for information or payments at the Hotel, Treatment Areas and Bar desks, please use the contact areas equipped with clear barriers. Personal Hygiene: Keep your hands clean by washing them thoroughly and often with soap and water and always avail yourselves of the sanitising gel dispensers distributed throughout the hotel and spa. Avoid touching your face, eyes, nose, and mouth with your hands.
Personal Protective Equipment: In the closed environments where the treatments take place, we will provide FFP2 masks to customers and operators free of charge. In common areas we will provide surgical masks to be used only in case of reduction of the interpersonal distance between Guests who do not occupy the same room. Our operators will always use it. Use the mask even where it is not mandatory… it is still an excellent idea. In the pool, restaurant and bar you can remove the mask but respect the safety distances. Each guest is provided with 2 surgical masks per week and one FFP2, you can ask for their replacement in case of breakage. Broken and used masks should never be abandoned, they are returned closed in their bag at the reception of the Hotel and the care department for proper disposal. When you take off the mask in the pool or in the restaurant, you have to put it in its bag and put it in your bag or pocket without ever placing it on tables, chairs and surfaces.
Health Status: If you have one of the following symptoms: Cough, Conjunctivitis, Body temperature >37.5°C (you can take your own temperature at the hotel entrance), Nasal congestion, Headache, Diarrhoea, Weakness, New loss of taste or smell, breathing difficulties, you must: Separate yourself from other people immediately by keeping to your room, stop any spa or wellness treatment and immediately notify the hotel reception desk.
The in-house medical and nursing staff shall provide prompt help. Our staff is with you at all times, to help and protect you. Ermitage invested a lot in your safety. However, remember that a lack of collaboration on your part or behaviours that may endanger the health of the other guests and staff shall not be tolerated. Failure to respect the simple rules of coexistence described means violating the laws of the Italian State and any violators will therefore be immediately reported to the competent authorities.
OUR SAFETY PROCEDURES
In order to keep you safe we have changed some of our services and designed new ones, and we have temporarily modified our business policies as well. We are sure that, with your co-operation, we shall be able to offer a health holiday that is safer and does not require you to give up anything.
In order to ensure maximum quality services, promote the correct operation of all our processes and offer a serene and safe holiday to all our guests, Ermitage could limit its guest capacity at certain periods. This could include all hotel, health and wellness services, as well as any transport services offered in conjunction with all our activities. In case of overbooking, bookings shall be confirmed on a first come, first served basis.
PROCEDURES FOR RESERVATION AND ACCESS TO SERVICES
BEFORE ARRIVAL: Please read carefully both the provisions published on the property’s official website and those reported in your booking confirmation.
UPON ARRIVAL: You will be asked to sign your informed consent upon check-in.
ACCESS TO THE THERMAL POOLS: We remind that access to the thermal pools of Ermitage Medical Hotel is reserved exclusively for guests staying in the hotel and for patients of the specialist Medical Center for Rehabilitation.
MANY LITTLE ATTENTIONS. A MORE PERSONAL SERVICE AND LOTS OF SPACE ALL FOR YOU!
PROCEDURES AND RULES DURING THE STAY
Upon arrival: let our porter deal with your luggage and keep a safety distance of 2 metres. While waiting read the sign placed in the hall to familiarise with our instructions. A small area of the reception desk, reserved for check-in procedures, has been partitioned off with clear barriers. Use this area to approach our staff members safely, you will find a hand sanitising gel dispenser there: we encourage you to use it! Besides the usual check in procedures, you shall also receive a short information notice and will be asked to sign an informed consent form and an internal regulation acceptance form; you shall also be issued a set of face masks that you are required to wear during your stay.
A sanitised and safe room: Your room shall have been cleaned scrupulously, as usual, by our floor cleaning staff, and shall have been additionally thoroughly sanitised using a professional bio-ozonation system. You shall therefore have a safe room, to be used exclusively by you. Our staff members shall access it only while wearing a face mask and clean gloves.
In the Treatment Area: The rules to be followed shall be written, in several languages, on signs placed in the treatment areas. During your first medical examination prior to access to the treatments, the medical staff shall check for contraindications to the therapies, suggest the most appropriate therapy for each guest and check for suspicious symptoms by taking the guest’s temperature with a contactless scanner. The treatment areas, booths and waiting rooms shall be cleaned and sanitised with professional ozonation systems every day, during the closing hours. Health clubs, Wellness centre and Medical Surgeries are serviced by an air sanitation system that works actively and continuously, including in the presence of guests. All health, spa and wellness treatments, including inhalation therapies, are carried out exclusively on a one-on-one basis in the treatment booths. The sauna must be used by a single person at a time, or by one person accompanied by a roommate.
Swimming Pools and Sauna: The temperature of the thermal water used in our swimming pools and the usual filtering and chlorination and disinfection processes adopted makes the swimming pool a safe place. It is still important to access these places one at a time and to comply with the safety distances, when bathing and during the Aqua Gym courses. Our staff members shall be on site to supervise and advise.
Kitchen, Bar and Restaurant: All the staff members who deal with foodstuffs are required to wear gloves and FFP2 masks when working. Food is preserved and stored in ozone-saturated rooms and are cooked and/or chilled; when fresh product are used, they are always washed with food-safe disinfectants. All meals, including breakfast, are served from a trolley. Only the waiters shall be authorised to handle the food. Let waiter come to your table ad serve you. We do not wish to forgo any convivial occasions, such as musical evenings, welcome drinks, wine tastings; they shall still be available, just join us and relax, enjoy your holiday and let us come to you!
The restaurant is sanitised every day with professional ozonation systems, during closing hours. Please be punctual for meals, to facilitate our cleaning and sanitation efforts.
In the Common Spaces: Weather conditions permitting, we shall hold our socialisation activities, meals and sports activities outdoors, in our wonderful gardens and open-air areas. Furniture, deck chairs, tables and chairs around the indoors and outdoors pools, in the therapy waiting rooms, in the large common rooms and in the outdoor areas have already been positioned to promote privacy and the correct social distancing.