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IHG Clean Promise

New Health & Safety Plan and Updated Business Operations

Your Safety And Wellbeing Is Our Top Priority

As the world adjusts to new travel norms and expectations, we’re enhancing the experience for you – our hotel guests – by redefining cleanliness and supporting wellbeing throughout your stay. Our IHG Way of Clean program is now being expanded with additional COVID-19 protocols and best practices – many of which are already in place – to reflect the advice of the World Health Organization, Centers for Disease Control & Prevention and local public health authorities in markets around the world. Listed below is a summary of our plans, procedures and protocols that outline exactly how we intend to keep our colleagues, guests, and communities safe, outlined by department.


Guest Check In

  • Face masks are required to enter the building and when in the shuttle If you do not have one, the hotel will gladly provide you with one on the shuttle or at the front desk.
  • Social distancing space indications for the guest that includes physical barrier, floor markings and plenty of social distancing signs to provide recommended distance between the guests and front desk agents.
  • Mandatory temperature checks for all employees prior to work shift.
  • All front desk agents are to wear facial masks when interacting with guest.
  • Paperless check-in to further promote social distancing.
  • Credit card reader positioned as far as possible from the front desk for guest to swipe/insert their credit card.
  • If checking ID, guest is asked to place the ID at the front desk while the front desk agent steps back. Once placed on top of the desk, guest is asked to step back while the front desk agent checks the credit card. Same process goes after the ID has been checked and verified. If handling the guest photo ID or other documentation is necessary, disposable gloves are used during the process and disposed of properly.
  • Regularly cleaning and disinfecting all surfaces and equipment after and between each guest to include front desk counter, PEDs, key machine.
  • Used key return container at the front desk for key sanitation before reusing for next guests.
  • Hand sanitizing station available at the front desk for guests to use and also available in the back office for employees to use.
  • Wash hands or disinfect with hand sanitizer after each guest interaction.
  • Front desk signage stating information about guest showing signs of COVID-19, including fever or cough are not to enter the building.
  • Employees are monitored for signs of COVID-19 and required to stay home if sick.
  • If guest notifies the front desk that they begin to show symptoms during their stay, advise guest to contact health care provider and then notify manager. Inform guest to self-isolate and limit all contact with staff and other guests.

Housekeeping Guidelines For Cleaning Rooms

Besides our already high standard of cleaning following the IHG Way of Clean 5-S Cleaning Program which we have been doing for years, means we welcome our guests to 2 types of clean. First, there is aesthetically clean which refers to what the area looks like and then the hygienically clean which refers to maintaining safe and healthy environments through proper cleaning, sanitizing and disinfecting.

  • Wear recommended disposable gloves when cleaning, remove safely and dispose of properly. New gloves are used for every room.
  • Wear face masks during the shift.
  • Pink, yellow and blue microfiber cloths have been proven to achieve highest level of cleanliness. To avoid cross contamination, the microfiber cloths are color coded and replaced to clean each room.
  • Chemicals used for the 5-S process are EPA-registered Antimicrobial product for use against COVID-19.
  • Disinfect waste baskets and recycling bins inside and out.
  • Increased focus on high touch areas in the room like switches – lights, lamps, door handles, closet handles, drawer pulls or handles, toilet flush handles, shower control, sink faucets, toilet and back or splash wall, remote controls, A/C and heat control panel, telephones (handset and dial pad), bedside tables, curtains, sheers, blackout drapes and pull cords.
  • Disinfect Do Not Disturb signs.
  • Removed decorative pillows and other non-essential items from the guest rooms, such as notepad, pens, hotel directory and other items displayed in the room. Return of these items will depend on brand standards and local health department’s guidance.
  • Robes, slippers, extra pillows and extra blankets have been removed from the closet. These will be available upon request.
  • Lost and found items should be secured in a sealed plastic bag and tagged to identify. Please follow hotel’s Lost and Found procedures.
  • Frequent hand washing or antibacterial hand sanitizer used as per CDC guidelines.

Cleaning And Disinfecting Public Areas

  • Wear recommended disposable gloves when cleaning, remove safely after each use and dispose of properly.
  • Wear face mask during shift.
  • Chemicals used for the 5-S process are EPA-registered Antimicrobial product for use against COVID-19.
  • Increased frequency (every hour) of cleaning and disinfecting high-touched areas such as elevator buttons, countertops in the lobby area, hotel door handles, public computers, public restroom surfaces including faucet handles, door handles, toilet flush handles and other commonly touch surfaces etc.
  • Social distancing signs posted outside and inside all elevators, which are limited to 2 guests inside at a time, unless part of the same household.
  • Sanitizing wipes are available in public area carts.
  • Frequent hand washing or antibacterial hand sanitizer used as per CDC guidelines.

Cleaning Guidelines For The Drivers And Shuttle

  • At each shift, the driver on duty will do a complete cleaning and disinfecting of all high-touch surfaces.
  • Clean and disinfect high-touch surfaces like window sills, arm rest and transportation door handle and other places touched by passenger every trip.
  • The 2 rows of seats directly behind the driver are blocked off to maintain 6-ft distance from the passengers.
  • Social distancing signs are posted in each van.
  • Drivers use disposable gloves and change them every trip.
  • Drivers are also wearing masks during shift.
  • Hand sanitizer dispensers are available for guests and drivers to use as they enter or exit the vehicle.
  • Frequent hand washing or antibacterial hand sanitizer used as per CDC guidelines.

Food And Beverage Offerings

  • The Point Loma Café is open for takeout or dine-in (reduced capacity in place for physical distancing requirement) with the following hours: 6:00am -11:00am, 11:00am -1:00pm, 5:00pm -10:00pm. Alcoholic beverages are also available for takeout.
  • 24 hour Market Pantry offering snacks, sweets, beverages, and limited sundry items.
  • Individually wrapped plastic utensils are provided.
  • Cashier/order taker wears face mask during the shift.
  • Cashier station blocked off to maintain 6-ft distance between employee and guests.
  • Hand sanitizer is available by the cashier station for employees and guests.

*** Please note that food deliveries from other sources like Grubhub, Uber Eats, Postmates etc. and other restaurants offering delivery are allowed but delivery drivers are not allowed to take food to the guest rooms. Staff are not allowed to handle food from a delivery person on behalf of the guests. If delivered at the front desk, there’s a small table designated for deliveries to get dropped off and then sanitize after pick up. Guests and staff who bring in food should be encouraged to wash their hands with soap and water for at least 20 seconds after they have touched any packaging before they eat any food or touch their food.


I want to thank you again for your support during this challenging time, and we look forward to serving you and your family on your next visit to Holiday Inn Bayside.

Yours truly,

Richard Bartell