March 12, 2020

Important Travel Information

At Novotel Sunshine Coast Resort and the Sunshine Coast Convention Centre, our priority is the safety and wellbeing of our guests and team members. Given our obsession around customers, we are closely monitoring the Covid-19 (Coronavirus) outbreak.  

Our business and day-to-day operations are running as usual while we continue welcoming our guests, however to minimise any risks we have implemented the following additional measures;

  • Increased frequency & coverage of cleaning schedules using specialized disinfectant with particular focus on touch points such as hand railings, door knobs, light switches & bathrooms within guest rooms, meeting rooms, service and public areas. 
  • Additional hand sanitizer dispensers are in place throughout public areas and back of house.
  • Our team members have reinforced personal hygiene practices with regular handwashing using alcohol based sanitizers and are required to sanitize hands upon entry to and use hygienic gloves in kitchen, food preparation or service areas.
  • ‘No handshake policy’ implemented for our team members with additional sanitization of work and service areas.Compliance with QLD government accredited food safety program with frequent external food-safe auditing and increased frequency of cleaning to service areas including regular utensil replacement and sanitization. 
  • Food safety checklists and guidelines are monitored and regularly audited in the kitchen, food storage and delivery areas. Certified cleaning and sanitization products used according to food safety program.
  • Daily leadership team briefings to monitor evolving situation and updates. 
  • Government health fact sheets and personal hygiene signage is displayed and available on request.  

Advice to guests  Please do not plan to travel within 14 days of arriving from overseas, being diagnosed with Coronavirus, feeling unwell, or having been in close contact with a diagnosed case of Coronavirus.  All arriving guests will be asked to complete a health declaration form upon check-in at the resort and any guest that may require self isolation will be advised to follow the latest recommendations from the Australian government department of health.

Twin Waters Spa kindly asks that any guest feeling unwell, please cancel their appointment prior to presenting at the Spa. 

Travel Policy Updated [16th March 2020]  In conjunction with Accor, we have updated our cancellation policies for both new and existing bookings for all stays before 30th June 30th 2020, please click the link for more details https://all.accor.com/help/specialevent/information.en.shtml

 

Dining Operation Updates [17th March 2020]  There will be temporary changes to dining offerings until further notice to help ensure a safe and healthy environment for guests and team members.

  • Buffet Dinner service will be replaced with an à la carte dine-in menu or take-away service at Sola.
  • In Room dining will continue to be available for guests however to ensure the most hygienic service, meals will be delivered in single use recyclable containers.
  • Buffet Breakfast service will be replaced with a pre-packaged hot & continental breakfast package offered complimentary for all guests who have breakfast included with their booking. This will also be available to purchase by guests staying with a room only booking.

Payment Options Update [20th March 2020]  Please be informed that to ensure the utmost health and safety of our guests and team members, the resort is now no longer accepting payment by cash. Guests will have the option to pay via eftpos/credit card or by room charge. 

We thank our guests for their understanding and patience during these unprecedented times where we are and will continue to deliver measures that uphold the most hygienic dining options for our guests.  We understand your concerns and uncertainty as we as a business and individual employees are experiencing the same unprecedented times that our guests are.

In conjunction with Accor, we have increased communication with tourism industry & accommodation bodies and follow the government public health guidelines to ensure a coordinated approach. We are and will continue to do everything we can to uphold our high standards in maintaining a safe environment and ensure that our hotels, employees and guests remain in a safe, inclusive and healthy environment.   

We will continue to monitor all advice from the government and Queensland hotels association and implement steps on a daily basis as needed. Although international travel and inter-state travel have been restricted, to date there have been no restrictions placed on intra-state travel. There have been no confirmed COVID-19 cases at the resort to date and we will continue to follow advice from the health authorities and the federal and state governments in regards to guidelines whilst we continue to offer accommodation services. For official and most up to date advice from the department of health, please visit:  https://www.health.gov.au/health-topics/novel-coronavirus-2019-ncov#prevention