Enhanced Safety and Hygiene Measures at CGH Earth Hotels & Resorts

Dear friends,

I hope this letter finds you and your loved ones in good health. CGH Earth has been a curator of transformational experiences in the Responsible Travel space for over 32 years, during which time we have never faced a crisis like the COVID-19 pandemic.
We have adapted to meet this challenge while maintaining the same high standards we are known for in the industry. We opened our doors to welcome guests from 9th June 2020, because we know that what the world needs now more than ever is a holiday.
But what will a CGH Earth holiday in a COVID-19 world feel like?
From the food to the service and the authentic experiences, it will be just as special as you remember. The only difference is the enhanced safety measures and preventive actions we are undertaking to keep everyone safe. We want to make sure that you get the physical, mental, and emotional reset you need, with the safety you deserve.
To do so, we are opening our hotels and resorts in a phased manner. In Phase 1, we are opening a few select hotels and resorts with limited rooms. We have carefully studied important safety information and worked with experts to plan and resume our operations. The result is our New Standard Operating Procedures crafted for the New Normal.
The following document will give you an insight into the measures taken across CGH Earth to ensure your safety. We know that it will put your mind at ease, as you plan a holiday with us. After all, the world and you could use some much-needed Travel Therapy. See you soon.
Thank you.
Warm Regards,
Michael Dominic
CEO

COVID-19 Safety Measures at CGH Earth

COVID-19
Safety Measures at CGH Earth

  • We are opening in a phased manner; and in the first phase we are opening a few select hotels and resorts, with limited rooms.
  • We have appointed a COVID-19 Safety Officer for every hotel and resort, to execute these enhanced measures for the complete safety of our guests and staff.
  • Our COVID-19 Safety Officers will closely interact with the local health department and will always be up to date on the latest safety measures.
  • The Indian Government's Aarogya Setu COVID-19 Safety App has been installed by all our staff, and we recommend that guests download the app and keep it updated. It is available on Google Play and the App Store.
  • If any guest or staff exhibits COVID-19 like symptoms, including fever, breathlessness, dry cough or sore throat, we will follow all the government protocols, including notifying the local health department, so that the patient gets the best care possible.
  • If our guest needs to be isolated, we have rooms available in the hotel or resort.
  • The Standard Operating Procedures have been modified to incorporate COVID-19 protocols with a focus on:
  • Basic personal hygiene protocols, hand hygiene, social distancing, and respiratory hygiene.
  • Thorough screening of guests, staff, and vendors.
  • Highest standards of cleaning and sanitation to disinfect or quarantine all contact surfaces.

  • We will be taking the temperature of all guests, guides, local agents, and anyone else entering the hotel, on arrival.
  • All guests, guides, and local agents will be asked to fill in a self-declaration form.
  • Everyone will also be asked to wash their hands at the entry point.
  • All our team members will be wearing masks and gloves and will maintain social distancing.
  • Our Front Office Team will greet the guests with a traditional and warm ‘Namaste’ and will not be shaking hands.
  • The customary greeting with garland and chandanam will be temporarily avoided.

  • All CGH Earth vehicles are sanitised before and after every ride.
  • As a precaution, we ask guests to not occupy the seat next to the driver.
  • A protective transparent layer is added between the driver and the guests for their protection.
  • The driver will be wearing full masks and gloves.
  • We are temporarily suspending all valet operations to ensure complete safety.
  • The Tuk Tuk /Auto Rickshaw or any other local transportation booked with the hotel will be subjected to sanitisation protocols before the trip. If a guest wishes to avail of these services, please book in advance.

  • Understandably, check-in and check-out procedures have been altered to include COVID-19 protocols and this could affect check-in and check-out timings.
  • 24 hours before checking in, a pre check-in form will be sent online to the guest. The pre check-in procedure will now include a self-declaration form for all guests. The ID proof required can be submitted in advance, digitally. However, the guest must present this same ID proof on request at the hotel for validation. In case of foreign nationals, passport and visa documents need to be submitted on arrival.
  • We are prioritising digital payments over cash and sanitising all credit cards used during billing. Guests will be guided by our reservations team on digital payments well in advance.
  • All bills will be sent via WhatsApp and emailed in advance, before the actual check out, so that it may be checked and vetted. This is done to minimise the time taken at the reception.

  • All luggage and handbags will be sanitised before sending it to the guest room.
  • To ensure the safety of our guests, luggage will be handed over to the guest at the door itself. Our team will help you if you need any assistance.
  • At the time of check out, the guest needs to place the luggage outside the room door, from where it will be collected by the staff. Luggage will be sanitised before it is brought to the vehicle.

  • Hand hygiene facilities are available at multiple points for convenience.
  • All pavements, pathways, parking and back areas are sanitised twice a day.
  • All touchpoints, interior and exterior furniture, boats, canoes, cycles, and beach beds are frequently sanitised by our team.
  • Common spaces are clearly defined with social distancing markers and guests are encouraged to follow them.
  • Guests are requested to not handle the souvenirs in the gift shop by hand but instead ask the assistant in protective gear to present it to them. During this time, we request you to not try on the clothes in the shop.
  • If a guest would like to borrow books from the library, please contact the reception to get a list of books from which you can select. The book will be sent to your room.
  • All gym equipment and yoga mats will be sanitised after every use. Yoga mats will be reused only after 24 hrs for the next guest. The best option would be to bring your personal yoga mat.
  • Guests are expected to use the hand sanitiser before and after using any equipment in the gym.

  • Our pools are sanitised with 2 ppm of chlorine and water parameters are regularly monitored.
  • Pool areas are frequently sanitised.
  • Pool beds have been rearranged to maintain social distancing.
  • Poolside furniture is sanitised after every use.
  • Fresh, sanitised pool towels will be placed on each bed.
  • Please put the soiled towel in the basket which will be removed by the authorised housekeeping staff in complete Personal Protective Equipment (PPE).

  • Rooms that are checked out, are quarantined for 24 hours and sanitised as per International Standards. These rooms can be clearly identified with the notice ‘THIS ROOM IS SANITISED’ outside the door to indicate that we have completed the room sanitisation process. Once the room has been closed for the 24 hour quarantine, no staff can enter it during this time.
  • The air conditioning vents and filters are sanitised after every check-out.
  • We recommend that the temperature of the air conditioner in the room be set at a pleasant 24°-30°C.
  • In order to practice social distancing and safety, we will reduce the entry of the staff into the rooms with guests. In the case of your luggage, room service, etc. the staff will hand over the items at the door.
  • Familiarisation of the room will be done by our team at the reception. Staff will not be entering the room at the time of check-in.
  • While the housekeeping staff are offering their services during the stay, guests are advised to be outside the room, in order to maintain social distancing.
  • The minibar is kept empty to make sure no snacks or drinks are touched by multiple guests. These items are available on request.
  • Amenities in the washroom are available on request. If your washroom has large dispensers for shampoo and body wash, these items will be thoroughly sanitised after every check out.
  • In order to reduce the surface areas that require washing, we will be temporarily removing carpets, throw pillows, bed runners, etc.
  • All information tent cards like the Laundry Card, Telephone Directory, Experiences, etc. will be removed from the rooms and the necessary details will be sent by WhatsApp.

  • Soiled guest linen is quarantined for 24 hours and then sanitised at 70°C with an approved detergent.
  • It will take 48 hours for a guest to receive their laundry.
  • Soiled linen is only handled by one authorised person wearing full Personal Protective Equipment (PPE).

  • Tables are spaced apart to maintain the required social distancing.
  • We encourage guests to make a reservation at the restaurant beforehand.
  • At the time of reservation, we will share the menu with you on WhatsApp, through which you can pre-order your meal.
  • Please bear with us as we temporarily suspend platter-to-plate service and rest assured that this will not affect your dining experience.
  • If the hotel or resort offers in-room dining, the food will be handed over to the guest at the door, to reduce staff movement inside your room.
  • Private dining will only be available at predesignated locations.
  • All restaurant furniture are sanitised after every use by the guest.
  • All cutlery, crockery, and glassware are sanitised in automated dishwashers.
  • As per state government norms the bar service will be temporarily suspended till further notice.
  • On opening of the bars, we will take all measures to maintain safety, hygiene and physical distancing.
  • At the restaurants, all information will be shared via contactless medium.
  • We encourage guests to make payment via digital platforms. If a card is used for payment, we will sanitise the card, before and after swiping.

  • All kitchen staff will wear clean face masks, hair nets or chef caps and aprons.
  • All kitchen staff are asked to wash their hands regularly.
  • All meat products are isolated in a temperature-controlled storage area for 24 hours.
  • All fruits and vegetables are washed with food safe disinfectant before being brought into the kitchen.
  • Staff rotation is maintained by the Head of Department to avoid cross contamination and to maintain social distancing.
  • Vendor vehicles will be sanitised and only then permitted to enter the back of the house areas.
  • All staff and vendors will have their temperatures checked and are required to sanitise their hands before entering the back of the house areas.
  • Vendors will have to wear masks before entering the premises.
  • A self-declaration form will be submitted by every vendor before entering.
  • Supplies are received by staff in full PPE, inspected, and then transferred to a sanitised container.
  • Outer packaging material is disposed of in the receiving area itself.

  • To ensure proper social distancing, we will be temporarily operating with a reduced workforce.
  • Staff, contractors, and vendors are screened with Thermal Scanners and their temperatures recorded. They are also required to submit a declaration, similar to what guests and vendors fill in.
  • All staff will be wearing masks. Those who are assigned tasks which could bring them in close proximity to guests, will always wear the appropriate PPE.
  • Our staff take these safety measures very seriously and are dedicated to following the Standard Operating Procedures for cleaning and sanitising the rooms as per the guidelines from the health department, as well as international best practices.
  • They have volunteered to take a health check-up every 6 months, while it’s mandatory for food handlers.
  • You will always find them wearing the required Personal Protective Equipment (PPE) when cleaning.
  • They are trained to pay special attention to touchpoints, mattresses and pillows, air conditioning vents, and other contact surfaces.
  • They will always be following social distancing protocols.
  • If a staff member has visited a containment zone or hot spot, or develops COVID-19 like symptoms, local health authorities will be informed as per government regulations.
  • Staff who have symptoms like fever, cough, or difficulty in breathing will be isolated, while we get help from our on-call doctors.
  • There are separate isolation rooms for guests and staff.
  • We have safety and sanitisation protocols in place for staff accommodation, lockers, cafeteria, and other public spaces used by the staff.

  • If you have symptoms like fever, sore throat, or a cold, please consider postponing your vacation until a later date when you are feeling better.
  • Wearing a mask is one of the best forms of protection available to us and we ask guests to wear one when in the common areas. This is recommended by WHO.
  • As a precaution, your temperature will be screened and recorded for your own safety.
  • Please recollect your recent travel records as accurately as possible when filling in your COVID-19 declaration.
  • If you are travelling with children, it will be best if you communicate our safety measures to them and help them understand that these protocols should be followed for their own safety.
  • If you start to exhibit COVID-like symptoms including fever, cough, or breathing difficulties, please follow the government protocols, which will be clearly communicated to you, and stay in your room while we get the help you need.
  • You will find hand hygiene facilities throughout the hotel and resort, please use them as often as you can.
  • While browsing in the gift shop, we request that you ask for assistance instead of physically handling any item.
  • Kindly keep yourself updated on the guidelines issued by the Government of Kerala.
  • Kindly keep your status updated on the Aarogya Setu App.

At present, swimming pools, Ayurveda centres, recreational facilities and gyms are temporarily closed till further notice from the government. We will be following all safety protocols for these areas once an opening notice is received from the government.


Standards and Certifications

ISO 22000 certification for food safety

FSSAI guidelines on operations

FoSTaC (Food Safety Training and Certification) for staff

With these international hygiene measures in place, you can enjoy your holiday and experience the beauty in the world, safely. Come get some much-needed travel therapy with transformational experiences in the Responsible Travel space.

See you soon.