WHAT TO EXPECT

For more information on Marriott's Commitment to Cleanliness, please visit our corporate site.

Providing a safer environment for our guests and associates is a top priority. Achieving this is a shared responsibility. Please join us in our efforts to continue to enhance the safety of our public spaces by complying with local regulations, practicing social distancing (staying at least 6 feet or 2 meters from other guests and hotel associates). We appreciate your support and understanding.

Sheraton Santiago & Convention Center's cleanliness commitment is the set of rules and procedures that all associates must comply with to create and maintain our hotel as a safe and healthy space for guests, customers, as well as themselves.
 
Our plan involves all the safety protocols required by local Health Authorities and Marriott International related to COVID-19. Our aims to strengthen health measures for our guests and make them aware of the importance of current and future procedures that will be taken to encourage new preventive habits and routines to avoid infection and/or disease spread.

Mobile Key app will be implemented in the near future to reduce physical room key card contact

Our restaurant and room service menus will be offered in a digital platform and new layout restaurant and meeting room layouts will be in place to keep social distancing

We encourage guests to use the Marriott Bonvoy app for reservations and special requests during stay

Valet parking service will be available upon request

• All associates will wear face masks within the hotel.
• Face masks will be offered to clients or guests who do not have one.
• Cleaning services will more frequent.
• New technologies to be applied includes the use of electrostatic sprayers to disinfect public areas. This equipment provides high quality disinfection.
• New Housekeeping protocols that reduce our housekeeping staff access to rooms with guests in house.

Room Amenities

• Textile objects (e.g.: carpet and cushions), decorative objects and amenities will be reduced from guestrooms.
• Place garbage in double bag with foot pedal trash cans.
• Blankets and pillows will be in sealed bags in the room's closet.
• Hairdryers will be available upon request.
• Clothes hangers will be disinfected after guest check out.
• Trash cans will be removed from guestrooms in order to concentrate any disposable waste in a unique foot pedal trash can, minimizing the risk of manipulation and transmission.
• Disinfecting wipes and amenities will be wrapped in sealed bags.
• High-contact elements will be removed from guestrooms (e.g: magazines, books) each one will be available upon request.
• Room cleaning schedules will be coordinated in advance.
• We enhanced our A/C and filtration systems for better air quality

Every guest room is thoroughly cleaned and disinfected prior to your arrival. During your stay, we will not provide housekeeping automatically every day. If you wish to receive daily housekeeping refresh service, please let us our guest services team know. We will be happy to make schedule service according to your preferences. Please note that if you are staying with us a bit longer, we will automatically clean your guest room after every 6th night.

We will put at your disposal all the comforts and services that our hotel offers, under strict security measures

Swimming Pool and Outdoor Areas: increased spacing between tables, chairs, lounge chairs and all pool equipment to ensure social distancing regulations
Fitnees Center: open, face masks requiered at all times, we updated the facility's capacity to ensure physical distance of 6ft (2 meters) between people
Shuttle: operating on normal schedule

The hotel offering the following open venues and at the times specified below:

El Bohío Restaurant:

• Breakfast: from 6:30am until 10:30am
• Lunch: from 12:30pm until 3:30pm
• Dinner: from 7:30pm until 11:00pm

Lobby Bar

• Open between 7:30am until 1:30am

Twenty One Bar & Lounge

• Open only for snack service between 6pm and 8pm

EL CID

• Closed

More Information

• New layout in our restaurants and meeting rooms to keep social distancing.
• Cleaning and disinfection will be performed after table use (and every surface).
• We encourage our guest/customers to book their reservations in advance in order to avoid crowds.
• Food Safety: Kitchen associates must have the appropriate personal protective elements (PPE) for safe food handling. As required by local Health Authorities and Marriott International standards.
• Menus: will be offered in disposable paper placemat, on a chalk board or in digital format.
• Buffet: our buffet will be removed or modified. In case it is changed, we will place separators between staff servers and guests.
• Self-service: Buffet accessories will be sanitized after every shift, shared items will be removed from tables.
• Grab and go: we updated our food take out, we have set pick-up stations and grab and go options.
• Payment options: cash handling will be reduced offering as an alternative our self check out
• Restaurants and bar items, such as condiments, cutlery, glassware, napkins, etc., will be available after the arrival of guest / customers, in order to be able to carry out an effective disinfection

Marriott Bonvoy Member Benefits: We are committed to delivering the Marriott Bonvoy benefits for your membership level. Thank you for your understanding in cases where we may have to offer an alternative. Marriott Bonvoy members are invited to use the Marriott Bonvoy App (available on the App Store and Google Play) to take advantage of contactless options, including:

• Mobile Check-In/Check-Out: Let us know via the app when you are planning to arrive and once you departed.
• Mobile Key: Forgo the front desk altogether and go straight to your guest room
• Mobile Dining: Order your private, in-room dining through the app.
• Mobile Guest Requests: Connect with us via the app to request items you would like delivered to your guest room. 

Not a Marriott Bonvoy member? Enroll here.

Available benefits vary by location and membership tier. At this hotel, please note that we currently offer the following Marriott Bonvoy benefits:

• Breakfast: Breakfast is served à la carte.
• Lounge Access: For Platinum and above, also served à la carte.
• Welcome Gift: BBK, 1000 pts or wine (Platinum, Titanium, Ambassador). 500 pts (Gold)
• Late Check-Out: 4pm upon availability (Platinum, Titanium, Ambassador). 2 pm upon availability (Gold).
• Mobile Check-In/Check-Out: Yes, all members
• Mobile Key: We do not have Mobile Key in place (yet) at our property.
• Mobile Dining: We do not have Mobile Dining in place (yet) at our property.
• Mobile Guest Requests: Yes, all guests.

• Register: separate registration areas; signaling and physical barrier options.
• Meetings Set-up: table without tablecloth, customized layouts for each event.
• Audiovisual equipment: equipment sanitized; encourage remote meetings with reduced physical attendees and encourage virtual participants.
• Customers flow: indicate entries and exist in meeting rooms in only one way.
• Breaks: individual food portions, beverages and condiments prepacked; coordinated breaks with people in charge of each event to handle customer traffic.
• Food Service: prepacked or grab and go food offerings; updated buffet service where one single associate will serve guests, with acrylic barriers, hand sanitization and line control.
• Set-up: Minimize table set-up, use pre-packed items and disinfect restaurant items (silverware, glassware, and more.) between uses.
• Cleaning: Cleaning services will be more frequent in crowed areas and during breaks.
• Requirements and payment: contactless payment options will be through Marriott´s Meetings Services. High-contact elements will be removed (blocks, pens, etc.) from meetings.
• Bar service: Bar elements with be sanitized after every use, updated procedures for equipment and supplies in place.
• Third-party vendors: update policy of Convention Center Regulation, use of PPE (personal protective equipment) and cleaning and disinfection standards

• We have entries and exits areas separated with marked visual aide.
• We installed hand and shoe disinfection mechanisms at entries and exits (foot pedals and hand sanitizer dispensers).
• We restricted the number of available access doors and kept only one main entrance.
• We encourage our guest to book their reservations in advance online, via social media o call our agents to avoid crowding.
• We will count with infrared thermometers as guest and customer temperature control. We will also check through a visual health screening

Dear guest,

We have taken in consideration that many countries are requesting a negative result of the COVID-19 test for passengers who return to their country or arrive there as a final destination. For this reason, for all those passengers who need to take the test, Sheraton Santiago Hotel & Convention Center team will be happy to put you in contact with a medical clinic and schedule an appointment there or at the hotel.

Given that the time to obtain the results of the tests may vary, we recommend checking the requirements of the country of origin or destination to be able to arrange it in advance. Our team will be happy to assist you; the safety of our guests and associates is significant to us.

Best regards,

Howie Brown