Hilton has begun rolling out its new CleanStay program across its 18 brands worldwide. The company says the measures, created in collaboration with Lysol and Dettol maker RB and Mayo Clinic, will be implemented across by mid-July.
The CleanStay program is Hilton’s response to the COVID-19 crisis, one of a number of initiatives in the hospitality industry to meet travelers’ health and safety concerns. Measures include enhanced processes in housekeeping, dining, as well as at check-in and check-out.
The partnership between Hilton and RB has expanded globally with the RB family of products used across the Hilton portfolio of properties in multiple markets around the world. Mayo Clinic has offered medical expertise on training methods, cleaning protocols and quality assurance. Further, Mayo Clinic has advised on new cleaning and disinfecting technologies and methods from the healthcare industry.
“As the hospitality industry evolves to address travelers’ changing expectations – especially in the wake of the coronavirus pandemic – Hilton CleanStay is the latest evolution of our commitment to providing the peace of mind and confidence our guests need to travel freely, while protecting our team members,” said Chris Nassetta, president and CEO of Hilton.
The CleanStay program involves enhancements “from check-in to check-out,” according to the company:
Online, a new landing page at Hilton.com/cleanstay will detail what guests can expect. In addition, individual property websites will be updated as the new cleaning protocols are implemented.
In the lobby, guests will have the ability to check-in, choose their room, unlock their door with a “digital key” and check-out, all from their mobile devices using the Hilton Honors mobile app. It’s an option that is available at “more than 4,700 participating Hilton properties worldwide” when guests book directly through the app or at Hilton.com.
Traditional check-in will still be available, with physical distancing measures in place.
Once checked in, guests will find the Hilton CleanStay room seal on the door which indicates the room has been “thoroughly cleaned,” including “extra disinfection of the most frequently touched guests room areas.” Rooms will be de-cluttered, with items like pens and paper removed, and will have disinfecting wipes for guest use.
Housekeeping services will be based on guest preference “recognizing that some guests may not want staff entering their room.” Additional amenities, such as linens and toiletries will be delivered in “protective packaging” and placed at the guest room door on request, according to Hilton.
Fitness centers may be closed multiple times each day for cleaning and equipment will be set up to enable physical distancing. The frequency of cleaning in pool areas will also be increased throughout the day. These public areas will see physical distancing measures in place, and the number of guests may be limited.
Stations with hand sanitizer and disinfecting wipes will be available throughout the property at primary entrances and in key high traffic areas, according to Hilton.
Food and beverage offerings will change, with hotel restaurants spacing tables and chairs to ensure proper physical distancing, and making biodegradable, disposable dishes/utensils will be available upon request.
Restaurants will offer “grab and go” breakfast options, pre-plated covered items, à la carte and “assisted service.” Room service will be provided through “contactless delivery” with orders and single-use service ware placed outside the guestroom door.
Hilton says all team members will be trained to be aware of the steps they can take to keep themselves and others healthy while at work.