COVID UPDATES

Update June 2, 2020.

"We, those of that time, are no longer the same,” Pablo Neruda.

The opportunity for rebirth can arise at the most unexpected moment. If the great merit of poetry is to stop every day’s flow and enter, for an instant, a place from which new or hidden meanings emerge, Covid-19 has made us take an obligatory pause. Body and spirit have been reunited, increasing our awareness and rethinking our responsibilities to Mother Earth.

El Santuario, a beating quartz heart in harmony with life, was prepared to face this difficult moment. It now adds more than 200 strict sanitary protocols to guarantee guests and staff wellbeing to its vocation of peace and health.

For years, El Santuario has known how to combine the vast open spaces, gardens, and public living areas with niches for rest, meditation, and intimate enjoyment of nature. The healthy physical distance, the healthy closeness of the spirit.

Please be aware of the following before your arrival:

Guests’ temperature is measured upon arrival using an infrared thermometer. This is mandatory.
Guests are not quarantined. Face masks are to be worn in public areas. Certain behaviors are respectfully requested, such as maintaining a social distance from other guests and staff and reporting immediately if you manifest any discomfort that may coincide with those of Covid-19.
We fully comply with State Government guidelines to determine maximum occupancy. The facilities, including the space between tables in the restaurant, have been arranged in such a way as to always comply with the social distance and maximize hygiene and safety measures.
For greater guest peace of mind, we inform you there is a small clinic in the locality and that Toluca hospital is 90 minutes away from Valle de Bravo. El Santuario has its heliport for emergency mobilizations.
Check-in and check-out are done electronically, so the guest is asked to fill in the requested forms.

About El Santuario's staff and protocols:

Staff wear face masks and face shields in activities that require physical proximity to guests, such as food delivery, as well as gloves when handling food or linens. Protective equipment is washed and disinfected at the recommended temperatures and with the recommended products. We keep a minimum of 1.5 m with the nearest person.
Staff temperature is monitored every day upon arrival.
Room cleaning is done only at the required time and in rooms where guests are not present. Nightly turndown service has been temporarily suspended.
For extended stays, we ask the guest to let the management know how often he/she requires a change of bed linen.
Only the housekeeper enters the room. Luggage and room service are left outside the suite.
Room service is delivered with covers over the dishes.
The laundry service is picked up at cleaning time; clothes are washed in a washing machine with water at 70 °C and returned the next day.

For safe enjoyment of the room and facilities:

Swimming pools maintain the maximum recommended chlorine and pH levels for the elimination of viruses and bacteria.
Lounge and pool chair covers are steamed once a day.
The equipment for the different activities offered, such as yoga mats, rackets, or kayaks, are disinfected after each use. For greater safety, the guest can bring their tennis balls or buy new ones at the Reception. You can also request balls that have not been used in the last 72 hours.
Group activities have been reduced to a maximum of eight people per group. Please book in advance.
The Temascal only accepts reservations for six people or in private
Boat rides are only done for private parties
All food is prepared in-house, and the staff rigorously uses the face masks, clean and disinfected products, and comply with all hygiene standards, including cooking at high temperatures.
Please, use your phone to read the QR code that displays the menu in the restaurant and the menu of services in the room.
To contact the reception team, bellhops, or room service, please use the telephone or a message via WhatsApp at 722 572 4712

Some of the measures that El Santuario has taken:

The best antiviral products for cleaning
All room surfaces are steam-cleaned: walls, floors, furniture, handles, and glass.
All linens, including mattress pads, are changed before each arrival
Disinfectant soap and alcohol gel are provided in each bathroom. There are gel dispensers at various points in the hotel
Staff areas have washing stations and disinfectant gel
Linens, crockery, and glassware are washed at high temperatures to ensure proper disinfection and are stored in closed spaces
Staff have been trained in appropriate handwashing and surface cleaning
Surfaces, especially kitchen ones, are constantly disinfected
Lounge chairs are covered with clean towels, which are changed after each use