Virus Protection Policy (COVID-19) - Aquila Hotels & Resorts

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Message from Aquila Hotels & Resorts S.A.

As a valued guest, we wanted to take a moment to reach out to you on behalf of the entire Aquila family. Aquila Hotels & Resorts has been guided by the timeless wisdom of the Golden Rule: to treat others as you would have them treat you. During these uncertain times, the Golden Rule is a beacon that shapes the way forward. At Aquila, this means caring for each other, taking responsible actions to stop the spread of COVID-19, and protecting our people and all who choose to stay or live with us. Importantly, it also means continuing to offer a comforting and enjoyable experience to our guests, and a safe workplace for our employees. As we look ahead to the future of hospitality and travel, we are implementing full-scale enhancements to our already stringent health and safety procedures.

The Aquila experience may look different in this new environment, but it will feel the same; ultimately, it will still be our people delivering the same attention to detail, intuitive service, and personalized care for which our brand is known and trusted. We also understand your need for flexibility when planning future travel and visits to your Aquila Hotel or Resort. To that end, we encourage you to review our latest cancellation policy and to contact a member of our reservations team to discuss your future plans. The coronavirus situation is evolving rapidly, and changes in travel arrangements or holiday plans can happen at a moment’s notice. We fully appreciate that such changes are often unsolicited, and wish to inform you that we are responding with increased flexibility.

Finally, we would like to take this opportunity to personally thank you for the trust and loyalty you have shown us over the years. At Aquila Hotels & Resorts, we have proudly represented the traditions of hospitality for 15 years, and time has shown us that it is always in the most difficult moments that our values of empathy, respect, and exceptional care for our guests, have made a real difference. We have always been dedicated to serving, and this will not be any different today or indeed in the future. We wish you good health, and we look forward to welcoming you again to one of our hotels in the future.

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Get ready for travel - Customer tips and information for going on holiday to Greece

We welcome you to Greece and hope you enjoy
a wonderful and unforgettable holiday experience!

Many people are keen to get away on an overseas trip to make up for the holidays they’ve missed during the pandemic and to see family and friends abroad. But for many of us it has been a long time since we travelled abroad, and there have been some changes to travel during this time, such as COVID entry requirements and rules in destinations, as well as from the UK leaving the European Union.
We have prepared a handy checklist to help you get ready for your next foreign trip and we’ve also outlined the measures in place to help keep you safe. As always, if there is something you are unsure about, please ask our team to offer further guidance and the most up-to-date information so you can travel with confidence.

Read the Foreign Office travel advice
Visit your country foreign-travel-advice to find the latest advice for the country you’re visiting. This includes entry requirements related to Coronavirus such as if you need to present proof of vaccination and/or a negative test result, other entry requirements like applying for a visa, and further advice on health such as recommended travel vaccinations. You can sign up to receive country specific email alerts to get important updates.

Check your passport
Check your passport to see if it’s nearing its expiry date and allow plenty of time to renew it if needed – this can take up to 10 weeks.
Many countries require you to have at least six months left on your passport from your date of departure. If you’re travelling to the EU, you will need to have at least three months left on your passport and your passport must have been issued within the last 10 years. Make sure you know what applies for the country you’re visiting.

Take out travel insurance
Make sure you take out comprehensive travel insurance as soon as you book your holiday. Many insurance policies, in include different types of cover for COVID-19, such as medical expenses while on holiday or cancellation if you’re unable to travel, so read the policy details carefully to ensure it covers your specific needs.

Make sure you have a valid EHIC or GHIC
If you’re travelling to Europe, make sure your European Health Insurance Card (EHIC) is still in date (cards are valid for five years when issued) and if not, apply for the new Global Health Insurance Card (GHIC). Both cards entitle you to state-priced emergency healthcare and some insurers won’t cover all your medical costs if you don’t have an EHIC or GHIC.

Check the rules for travelling to Europe now that the UK has left the EU
There are some changes to travel to Europe now that the UK has left the EU, including passport validity, the documents needed for taking your pet and mobile data roaming.

Get your COVID-19 documents in order
Having read the Foreign Office advice, you'll know the COVID-related travel requirements for your destination. Give yourself plenty of time to get the documentation in order, and make sure you check what format your destination will accept, either digital or paper or both.

On your return to your country
Most countries have removed COVID-19 travel measures, so you no longer need to take any tests or fill in any forms on return to your country. Check your country requirements before travelling abroad.
You may find it helpful to have paper version of your documents in case your phone/device has a problem/runs out of battery and they can also make it easier if you are travelling as a group.

Review the rules around hand luggage
Don’t forget, there are still rules around what you can and can’t carry in your hand luggage e.g. any liquids you’re taking must be in containers of 100ml or less and placed inside a 20cm x 20cm plastic bag.
When going through security, these liquids and large electrical items like laptops will need to be removed from your hand luggage and placed in a separate tray, and you may be asked to remove certain items of clothing, like coats, belts and shoes. Check what rules apply to the airport you’ll be travelling through.

Final check before you head off
COVID requirements at home and abroad are changing as we learn to live with Coronavirus, so make sure you revisit the latest advice for your destination and your return to the UK as your departure date nears.
Be sure to also check any COVID rules such as wearing a face-covering or practising social distancing, which may be required on your journey and at times during your holiday.

What’s in place to keep you safe

When travelling abroad, you’ll encounter a range of measures to limit the spread of the virus and keep you and others safe, many of which will now be familiar to you.
On your journey, these may include enhanced cleaning procedures, the use of protective screens at counter services, extra hand sanitizing stations and social distancing measures. The majority of modern, large, commercial aircraft use advanced HEPA filtration systems that are 99.9% effective at removing germs and viruses like COVID-19 and completely renew the air in the cabin every six minutes. If you’re going on a cruise, common changes onboard include improved ventilation systems to aid filtration and provide more fresh air.

Face coverings are still compulsory for passengers and staff on the majority of journeys, so make sure you take enough so you can change them regularly – every four hours is recommended. Some transport providers require passengers to wear a specific type of face covering, e.g. a surgical mask, so check if this applies to your trip.

During your holiday, it’s important that you follow the local rules to manage the virus and be aware that they may be more stringent than those in your country e.g. there may still be a legal requirement to wear a face-covering in public spaces or there may be reduced access to certain facilities to prevent the spread of the virus.

The Foreign Office travel advice page for the country you are visiting has a “Coronavirus” section which provides useful information on the local measures that are in place. Make sure you follow the advice of accommodation staff and excursion providers or ask your travel provider if you have any questions.

For updated 2022 protocols to visit Greece, please visit:
Protocol for Arrivals in Greece - travel.gov.gr

For useful and important information regarding your travel safety, please visit:
https://greecehealthfirst.gr/

Last update 01/04/2022

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Cancellation Policy & Booking Flexibly

Opening dates of Aquila Hotels & Resorts

AQUILA ELOUNDA VILLAGE 02/04/2022
AQUILA PORTO RETHYMNO 15/04/2022
AQUILA RITHYMNA BEACH 02/04/2022
AQUILA ATLANTIS hotel is in operation

In recent months, COVID-19 has impacted our lives in ways we could have never anticipated. Never before in our lifetime could we have predicted a crisis that would bring ordinary activity to a halt around the world.
As the world adjusts to new travel norms and expectations, we look ahead; we envision and hope for a brighter, freer future. Driven by a passion for delighting the people we serve, we never stop striving to enhance our guests’ experience.
We continue to remain vigilant and follow the recommended procedures and protocols of both national and local authorities. We set the safety of our guests and our team as our top priority and ensure you that all precautionary measures, deemed necessary, are taken.
We are here to help you & keep the Summer Dream alive!
We continually offer flexibility and planning comfort by updating our cancellation policy to reflect the most recent developments for more convenient & flexible travel.

For active or future reservations for season 2022
· Directly reserved with Aquila Hotels & Resorts or through an Online Travel Agent

For Semi Flexible rates the following apply:

You may cancel your reservation with no penalty up to 10 days prior to arrival
You can modify your reservation to a later date within 2022 or until 31/10/2023, up to 10 days prior to arrival with no penalty. Deposits will be transferred to your new reservation. Modified reservations falling into pricing periods the same as the original reservation will retain the initial price. Modified reservations falling into pricing periods higher than the original reservation will be charged with the price difference. Modified reservations falling into pricing periods lower than the original reservation will benefit from the price difference.

For Fully Flexible rates the following apply:

You may cancel your reservation with no penalty up to 2 days prior to arrival (for the Atlantis city hotel: up to 1 day prior to arrival).
You can modify your reservation to a later date within 2022 or until 31/10/2023 (for the Atlantis city hotel: 31/12/2023), up to 2 days prior to arrival with no penalty. Deposits will be transferred to your new reservation. Modified reservations falling into pricing periods the same as the original reservation will retain the initial price. Modified reservations falling into pricing periods higher than the original reservation will be charged with the price difference. Modified reservations falling into pricing periods lower than the original reservation will benefit from the price difference.

For Non-Refundable rates the following apply

You may cancel your reservation with no refund.
Since we continuously try to be of assistance, we continue to offer free modification of non-refundable reservations. Reservations can be modified to a later date within 2022 or until 31/10/2023 (for the Atlantis city hotel: 31/12/2023), with no penalty. Deposits will be transferred to your new reservation. Modified reservations falling into pricing periods the same as the original reservation will retain the initial price. Modified reservations falling into pricing periods higher than the original reservation will be charged with the price difference. Modified reservations falling into pricing periods lower than the original reservation will benefit from the price difference.

· For reservations through a travel provider (Tour Operator, Travel Agent) please, contact them directly.

It is you, our valued guests, who inspire us to continuously innovate and deliver the unique, exceptional experience that we do.
Our aim is to offer you as much flexibility and planning comfort, as possible.
We are all at your disposal on: [email protected]
Aquila Atlantis City Hotel: [email protected]
Stay Safe, be patient &..Dream!

Update 17/12/2021

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Best of the Best Loyalty Club Additional rewards

The «Best of the Best Loyalty Club» is a loyalty program designed and pledged to make your accommodation at the alluring Aquila Hotels & Resorts even more rewarding.

Starting on 2021, our valuable Member guests are able to redeem stars for free meals, beverages, cocktails, overnights or even SPA treatments at the lavish Aquila Hotels chain experiencing at the same time several additional benefits!

Visit the following link to discover the NEW WAYS to redeem your membership stars: https://bbclub.aquilahotels.com/

We look forward to welcoming you back to one of our Aquila hotels soon!

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Your Health, Safety and Well-Being

Your Health, Safety, and Well-Being

AQUILA Hotels & Resorts managed and dealt with covid-19 with absolute success, recording zero incidents during 2020 between customers, partners and staff, thus ensuring completely safe and pleasant holidays for all our guests.
AQUILA Hotels & Resorts has created updated guidelines & checklists, that serve to guide operations in the hotels, during the season of 2021. The key elements of the guidance revolve around social distancing, cleaning and hygiene practices. The guidance offered is based on current best practices taken from the World Health Organization, the European Centre of Disease Control, and Greek legislation.

AQUILA Hotels & Resorts has recognized the health of our personnel as well as of our guests as of outmost importance and top priority. The Aquila Resorts & Hotels fully implements the requirements set by the first integrated private certification scheme worldwide TÜV AUSTRIA CoVid Shield for the mitigation of the risks for the contagion of the corona virus.
All Aquila Hotels have been certified by TUV-Austria with CoVid Shield certification scheme.
The certification scheme TÜV AUSTRIA CoVid Shield includes the action plan to face pandemic challenges, the most modern requirements for the training and awareness of our personnel, the fulfilment of a fully operational suitable infrastructure and equipment for the pandemic and a complete system of procedures and mechanisms in order to offer to all our guests a unique experience of relaxation and safety.

We have examined our client's journey within the hotel environment, from check-in to check out. Within this journey, we have provided guidance on various control procedures. Our aim is to prevent the spread of infection (POSI) from person to person and also from the hotel environment. We constantly follow revolutionary cleaning and hygiene technologies that provide total confidence to our guests, staff, and collaborators.

Our team is working on the 4 phases to any effective COVID-19 response:
a) During winter period closure: to ensure the facility is being well maintained.
b) Pre-opening period: to ensure our operating procedures and systems are updated accordingly.
c) Re-opening property: to develop and implement new infection control arrangements in place.
d) Post-crisis continuation: for on-going verification of standards and certification.

Our main goal for this season is the protection against the COVID-19 outbreak, and its high standards of hygiene procedures throughout all AQUILA properties, in order to ensure the health and safety of all guests and its staff.

We will update our clients with all actions and procedures, as soon as everything has been decided, taking into consideration Greek and global legislation.

Last updated 08-Apr-2021 10:00 GMT+2

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AQUILA Partnerships and Alliances with Health Centers and Providers

AQUILA Partnerships and Alliances with Health Centers and Providers.

TÜV AUSTRIA CoVid Shield

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TÜV AUSTRIA Group - Certificate

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Diversey professional disinfectants

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Covid-19 Prevention & Protection Measures

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W.S.P.C. Wine Service Protocol Guidelines

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Most Frequently asked questions

MOST FREQUENTLY ASKED QUESTIONS

1. CLEAΝLINESS
  Will Aquila Hotels update its cleaning practices & procedures?
  To make your stay with us safe and hygienic, Aquila Hotels work with professional disinfectants, certified according to European Standard EN14476.
  We follow the procedures given to us by Diversey, a global leader in cleaning and hygiene solutions.
  This makes us confident to welcome you in a secure space, in line with the recommendations of the WHO and the European Centre for Disease Prevention and Control.
  
  Will the frequency of room cleaning be increased?
  Room preparation prior to guest arrival has been adapted to Covid-19 protocols, for all in-room furnishings and surfaces with particular attention paid to high-touch items.
  Guests may choose to opt-out of room cleaning services during their stay.
  
  How often are public areas cleaned?
  Public areas cleaning frequencies ensure proper hygiene according to national standards.
  The regular cleaning and disinfecting in public spaces is performed with a focus on high-touch items, the counter at the front desk, elevators and elevator buttons, door handles, public bathrooms, escalator and stair handrails, bar and dining surfaces, etc.
  The Diversey auditing solution helps pinpoint areas that require improvement. This can optimize cleaning practices & reduce the risk of cross-contamination.
  
  Is there in place increased cleaning, maintenance & filter changes of air handling units?
  Cleaning of air handling & maintenance is in place as per Covid-19 protocol.
2. SOCIAL DISTANCING – GUEST CONTACT
  Will Aquila Hotels be using signage in the lobby & public areas to remind guests to maintain social distancing?
  Yes, as per national guidelines.
  
  What hygiene and safety items are being used and made available to the guests?
  Within hotel premises, antiseptic, disposable face masks & gloves are available, when imposed by Covid-19 protocols, free of charge.
  
  Are there limits on how many people can assemble in lobbies or other public areas?
  In general, as per national standards, it is 1 person per 2 m. We are following the social distancing measures. Signage in public spaces will remind our guests to maintain required social distancing.
  Reception: Floor markers are also placed at the reception area, so an extra level of precaution is provided, for our guests and our associates.
  Restaurants: we have revised seating arrangements according to occupancy limitations to adhere to state & local, physical distancing guidelines.
  Tables, seating chairs, menus & mobile payment devices will be disinfected and wiped down before and after each seating. We will continue to adjust our food service in accordance with food safety recommendations.
  Room service will also continue to operate under strict measures to ensure your safety.
3. FOOD SAFETY – FOOD & BEVERAGE OPERATION
  Will you be modifying operational practices for in-room dining and designing new approaches to buffets?
  In-room dining: Hazard Analysis & Critical Control Point system (HACCP) will apply, along with the implementation of all guidelines referring to COVID-19 protocols.
  When buffet service is being provided, we implement additional hygiene precautions such as:
  Social distancing, hand hygiene precautions, hand gloves, face masks, “floor marks” in front of service stations, bars, etc. to avoid queuing of guests.
  
  Will all-inclusive service be limited?
  Τhe variety and the assortment will not be limited.
  However, new standards in services may apply according to national regulations.
  The Aquila Premium All-Inclusive experience may look different in this new environment, but it will feel the same.
4. CHECK-IN – CHECK OUT
  How check-in & check out will be conducted?
  We have invested in new technologies in order to offer you an upgraded and safe experience.
  Pre-check-in service will be provided to our guests, so queues and crowded stations are avoided.
  A simple visit to reception to get your room key is only required.
  Also, all menus of the hotel will be available to our guests' mobile devices via QR code.
  
  Do I need to have any medical documents with me?
  Please, refer to the guidelines of your country, or contact directly your travel agent.
5. KIDS CLUB
  Club’s facilities & services will be offered?
  Our kid’s club staff has been well trained according to COVID -19 Health and Safety protocols, whereas we have also adjusted the programs offered in order kids between 3-12 years old to have an enjoyable time, always having their safety as our main priority.
6. BEACH & POOL FACILITIES
  Sunbeds & Umbrellas, will be available to guests?
  Ample space for sunbeds & umbrellas is provided by the pools & the beach in accordance with national standards practicing social distancing.
  - The use of the sauna and the indoor swimming pool is according to Greek Covid-19 protocols prohibited until further notice
  
  How frequent is the cleaning and disinfection of the pools?
  The frequency of cleaning and disinfection of our pools will be increased.
  All pool personnel will practice safe social distance policies and be vigilant of all guests, maintaining a safe distance apart from each other.
  Sunbeds will be cleaned and sanitized after each use.
  Please note that there is no evidence that the virus that causes COVID-19 can be spread to people through the water in pools, hot tubs, spas, or water play areas.
7. HEALTH
  What kind of help/support can be expected from the hotel if a guest is ill due to COVID – 19?
  What is the procedure in such case?
  We cooperate with Covid-19 certified doctors who are available 24/7.
  The hotel will bring guest in contact with a covid-19 certified medical doctor and notify proper authorities.
  
  Is it possible to perform a rapid test or PCR test at your hotel?
  AQUILA Hotels & Resorts provides approved onsite PCR or rapid tests upon request. Cost applies and varies on the type of test and destination.
  The cost of the test depends on the type of test applied and the destination:
  From 20,00 € to 30,00 € for rapid test
  From 70,00 € to 130,00 € for PCR test
  
  How long will it take to receive the results, after performing rapid test or PCR test?
  Rapid test: 15΄ minutes
  PCR test: up to 24 hours
8. PERSONNEL
  Have health and safety training measures been put in place for all employees?
  All Aquila Hotels employees have been efficiently trained and certified, according to national standards and Covid-19 protocols.
  
  Is the Aquila Hotel and Administration staff vaccinated against covid-19?
  The staff of Aquila Hotels & Resorts (front & back of the house personnel), are scheduled to receive an appointment for Covid-19 vaccination following the governmental directives that all employees in tourism sector are eligible to get vaccinated for this season.
  
  Already a number of our staff has been vaccinated and others have an appointment scheduled prior to start working.
  We commit that our staff will receive regularly tests so that we can ensure a 100% “safe and healthy together” environment for all: guests, staff & associates.
  
  Stopping a pandemic requires using all the tools we have available.
  Vaccination & the immunity produced by a vaccine are important parts of COVID-19 disease & will help reduce spread of the disease.
  We strongly encourage each and every person who is eligible to get vaccinated.
  
  By getting the shot, we not only protect ourselves but we also do our part to protect our family & our coworkers in order to end this pandemic for us all.
9. SERVICES/FACILITIES NOT AVAILABLE
  Are there any services & facilities that will not be available?
  The Aquila experience may look different in this new environment, but it will feel the same. Ultimately, it will still be our people delivering the same attention to detail, intuitive service, and personalized care for which our brand is known and trusted.
  Modifications in services, in order to fully comply with the national hygienic guidelines, may apply.
10. GENERAL
  Are any restrictions in place for guests?
  We expect our guests to maintain social distance, follow good respiratory hygiene, wash and sanitize their hands frequently.

Message from Aquila Hotels & Resorts S.A.