27 May 2020

Guest Experience: Health and Safety Guidelines


One&Only looks forward to welcoming your guests to our resorts.

When your guests are able to travel, we welcome you with a firm commitment that the health, safety and wellbeing of our guests and colleagues is our utmost and prevailing priority. At Kerzner International, our guests have always been at the centre of everything we do, and this is not going to change.
What will change is the visibility of our already robust and comprehensive sanitation program, which has always been in line with the World Health Organization guidelines and local health officials. We continue to adjust our approach as new data becomes available, as we have always been a nimble and agile organization, with the ability to quickly adapt to the evolving environment, building on the strong foundation in place.

One of the key areas will be further training and education for all colleagues. All colleagues are required to complete specific COVID-19 training and re-certification of all health and safety protocols prior to returning to work so they can execute their role with confidence.

Each of our brands offer a different experience and your health and safety will not be compromised. We continue to offer the most in choice, privacy, exclusivity, personalization and flexibility. We continue to showcase the life and energy, the heartbeat of our resorts, to give you, our partners the confidence and peace of mind that your guests can enjoy their experience, with the highest degree of safety.

One&Only was the first brand to introduce a global gesture, the ‘Hand on Heart’, which is practiced in each of our resorts. ‘Hand on Heart’ acknowledges each of you/our guests elegantly, without the need to shake your/their hand. Based on the success of this heartwarming welcome, we have decided to implement this gesture across all Kerzner International resorts. It demonstrates that we serve from the heart, it’s personal, meaningful and is rooted in our mutual respect for guests and colleagues.

Even prior to booking, we want you, our partners, to have the utmost in flexibility. We have updated our cancellation policy for 2020 so you can have confidence and peace of mind should travel plans need to change. One&Only is waiving all cancellation and change fees applicable to all existing and new bookings for stays up to 30 September 2020. We would be happy to rebook any reservation, or ultimately, cancel any reservation and refund any deposits received.

One&Only has always, and will continue to, collaborate with worldwide experts to achieve the highest standards. This includes Diversey in Food Safety Management System, LQA and Forbes for Luxury Standards. In addition, wellbeing for our guests and our colleagues has always been part of our DNA and we continue to work with such industry leaders as Chenot for vitality, who have endorsed our health programme, as well as other industry leaders, including Guerlain and ESPA.


We also remain in very close contact with the local authority in each destination to match and exceed health and safety requirements. In addition, we have introduced a variety of new services and initiatives in all our resorts to protect every guest and colleague.
We have appointed a new COVID-19 dedicated Health, Safety & Hygiene Coordinator in each resort who is responsible for the implementation of our enhanced health and safety programmes.

Resorts have the necessary equipment in place for discreet and private temperature checking, from thermal cameras to digital infra-red thermometers.
Each resort offers to sanitize your guests’ luggage on arrival. Each piece is handled carefully to guarantee the safety and cleanliness prior to placing them in each guest room.

Each resort also provides a welcome kit with protective and sanitizing products for each guest to use throughout their stay. In addition, all guest rooms offer a Fitness kit and a Kids kit for family arrivals.

As all of our resorts have always put a premium on space and privacy and we are ensuring maximum use of our unique footprint for each guest to enjoy their personal space and distance that our resorts allow across our beaches, pools and restaurants (per each local government advisory).

We have introduced a visible increase in hygiene and sanitation measures throughout our resorts, from increased frequency of cleaning, to new cleaning and hygiene standards. This was already in place throughout our resorts but will now be more visible for our guests.

All of our experiences for children offer new outdoor activities with physical distancing guidelines. Where possible, we offer bespoke private experiences for children to enjoy.

We have also developed tools to enhance our guest experience without social contact. All traditional collateral is removed from guest rooms and all information is available digitally. We are innovating with new contactless and digital platforms to communicate with our guests, such as Guest Messaging Hubs, TV messages, Apps and our new website (including menus, resort compendium, etc.).

Each of our resorts is a haven with beautiful private spaces where our guests can retreat, breathe, and reboot, with expert holistic care and expert programming.

If you or your guests would like any details on our increased hygiene levels and safety measures, we would be happy to share and answer any specific questions you may have.

We will continue to safely deliver the experiences you love, how you want them, with genuine and authentic service, delivered from the heart.

We welcome you.