IMPORTANT: COVID-19 Update and Policy Learn more

COVID-19 Guest Communication

COVID-19 Guest Communication

As travel is a part of our DNA, it’s exciting to see in some areas across the globe restrictions have eased allowing opportunity to jump in the car and re-connect with friends and families, however, the health and safety of our guests remain the greatest priority as we continue to boost our cleaning and sanitization measures to limit the spread of COVID-19. 

Since March 2020 StayWell has continually enhanced our practices across all hotels ensuring every hotel touchpoint is further cleaned outside our normal high standards to provide a piece of mind to all our in-house and future guests. I’m pleased to announce following our additional measures we have developed the “Stay Well” program as minimum standards across The Prince Akatoki, Park Regis and Leisure Inn brands. 

What is the Stay Well Program?

Stay Well Measure

The ‘Stay Well’ program focuses on protecting guests and employees, as minimum standards at each hotel. This includes measures that span front office, guestrooms and housekeeping, public areas, back of house, restaurants and food outlets, functions and events, and human resources and training. Each new measure complements the already stringent standards upheld by the group and has guest and employee safety front and centre. 

Hospital grade cleaning features heavily in the new standards, including increased frequency of cleaning (up to every 30 minutes in high touch areas), and use of chemicals approved by the TGA to kill COVID-19. Every property will install sensor hand sanitisers within all public spaces including lifts and will undertake management of social distancing across public spaces. In addition, StayWell Holdings is introducing innovative measures that include the installation of shoe sanitiser mats at hotel entrances, immunity boosting menus, and the introduction of QR code mobile ordering systems at all hotel restaurants.

This ‘Stay Well’ measure has been designed as a guideline to implement minimum brand standards across all Hotels to achieve the following objectives: 

  • Elevated importance of health & safety in the workplace
  • Elevated importance of health & safety to all guests
  • The importance of “places” with generous space distancing
  • Creating a “clean and safe environment” for our employees and guests
  • Use of personal protective equipment (PPE), along with frequent testing and monitoring areas
  • Germ mitigation – where possible, replacing hotel items to focus on ‘easy-clean’, easily disposable materials
  • Providing Stay Well kits – sanitizer, alcohol wipes, and tissues to all guests
  • Low Touch High Impact solutions and Zero Touch solutions
  • Investment in training and health and safety education with measurable results
Safe Guard

In addition to these measures, StayWell has engaged an independent certifier who is world-leading in testing, inspection and certification across 140 countries. An inspection will be conducted at each hotel to ensure our hygiene and sanitation policy is best practice for every market we operate. 

StayWell’s Executive Committee meets daily on the Stay Well program to examine and update further safety measures. 

Booking Flexibility

Following my previous communication, we have further updated our booking policies to provide more flexibility for our guests.

For all existing reservations made before 30 April 2020 made directly with our hotels, including bookings which are pre-paid, for arrival prior to 30 of June 2020 can be cancelled or amended at no charge up to 24 hours before your scheduled arrival. Please visit our website for the most up to date information and additional details about availability and exclusions.

For new reservations made directly with our hotels, our Explore with Us – Reserve Now, Pay Later offer is a fully flexible offer that allows you to plan your future travel now, with no deposit required and cancellation possible before your stay, find out more here

For guests that have booked via an online Travel Agent or other Third-Party are advised to contact them directly for all reservation changes and information on their booking policies.

Loyalty – Stay Well Rewards

We are appreciative of all our Stay Well Reward members, we understand that travel is something we will all get back to soon, however, this may take some time to get back up and running in full capacity. Locking in those travel plans can take a back seat as we have reviewed our member’s feedback and made additional updates to points and status. 

Status Extension: You’ve worked hard to earn your status, so we want to ensure you can continue to enjoy your benefits, which is why we are extending your membership status until 28 February 2022. 

Point Extension: Enjoy peace of mind as your current points balance will be paused until 31 December 2020, allowing you the freedom to redeem hotel stays when travelling again.

Although you may not be travelling right now, our flexible program means you can continue to transfer your points to one of our 40+ redemptions partners. You can view all our partners and transfer points here or via the Stay Well Rewards mobile app. 

We will continue to provide further updates on any loyalty changes through the Stay Well Rewards website

At StayWell our guests are at the centre of everything we do. In these challenging times, our teams are looking forward to welcoming you to our hotels. We thank you for your support and loyalty and we will continue to keep you updated during this difficult time.