FAQ
How many stars is the hotel? / 3 Stars
How do I make direct contact with the hotel? Telephone + 506 – 2208-2400 (24hrs) or reservation@villasdelrio.com
What types of rooms are available and what are the differences between room types? / We offer One-Two or Tree Bedroom Units, also Room + Studio
Are your hotel rates per person or per room? / Per room
Will my credit card be charged? / On check-in date
What is your cancellation policy? / 72 hrs before arrival
Do you have a pets’ policy and charge? / $200 Secure Deposit. Between $5 to $10 per day (depending of lenght of stay)
What are your hotel hours ? * Check-in time: 2:00 pm and Check-out time 11:00am
Is it possible to check-in early? / Yes if room available, prior request
What is the charge for a late check-out? / Yes if room available check with Front Desk
Do you have non-smoking rooms? No smoking allowed
What is the cost of an extra bed? No extra cost
What is the hotel’s policy regarding children? 3 years old and above consider as adults
Does the hotel provide baby-sitting services? / Yes with extra cost
Are baby cots available? / Yes and No charge
Where is breakfast served and at what time? / Upstairs from Reception from 6:30am until 9:30am
How many restaurants do you have and what are they? / Only for breakfast
What is the cost for an additional breakfast? / $10 pp
Do your rooms have a balcony? / Yes we offer 4 Pethouse with private Balcony
Is there a swimming pool? / Yes we have 1 large heated pool and 1 small pool
Do you have hairdryers in the rooms? / Yest in all rooms
Does the hotel provide iron and ironing boards in all rooms? / Yest in all rooms
Can luggage be stored at the hotel whilst I travel elsewhere? / Yes we have storage room
What is the weather like at different times of the year? / Sunny mostly of the year, rain during wintertime mostly in afternoon
Is the tap water safe to drink? / Yes is safe
How far is the nearest hospital? / 5 minutes
Where is the nearest bank or currency exchange? 200 mts from Hotel there is the National Bank (Banco Nacional de CR)
What time do banks open? / 9:00am
What voltage is used in Costa Rica? / In Costa Rica we use 110 volts.
Can I connect my laptop in the room? / Yes your can
What kind of internet connection do you provide and what is the cost? / Wifi with 200Mg
Do you have a tour desk? / Yes we can offer tour and rentacar reservations
Are there shopping centers nearby? / Yes many restaurants and shopping centers walking distance.
COVID 19 - SANITARY PROTOCOL
In accordance with the national declaration of state of emergency in the entire territory of the Republic of Costa Rica, made official by Executive Decree 42227-MP-S as a product of COVID-19 and given the characteristics of the pandemic and the various forms of virus contagion, We have applied preventive sanitary measures in order to safeguard the integrity of our staff, suppliers and our customers. This document has been prepared to confirm that all the elements that must comply with the protocols and sanitary guidelines established by the Ministry of Health are applied. This guideline has been developed in compliance with the technical criteria established in the legal regulations, the institutional technical regulations and those that have been defined through the decrees issued by the Executive Power in the preparations and response to the emergency by COVID-19.
GENERAL GUIDELINES
Hotel Entry
1. Any person entering the facilities of the Villas del Río Aparthotel will take their temperature with a device; Workers or suppliers who register a temperature higher than 37.5 degrees Celsius or who present cold symptoms will not be able to enter. If it is a client who has checked in, he will be kept in custody until his room, he will report to the Reception so that recommendations such as not leaving the room and staying as far as possible in isolation are made.
Customers
1. At the time of check-in, the customer is informed of the conditions of service and prevention measures. In addition to the procedures and regulations that are being carried out and that, if during your stay you present symptoms related to COVID 19, communicate it immediately, so that prompt and timely treatment is guaranteed according to the guidelines of the Ministry of Health.
Guest Rooms
1. In the Villas del Río Aparthotel we are committed to ensuring the conditions of cleanliness and hygiene of the rooms. For this we have knowledgeable and trained personnel on the cleaning and hygiene standards to use. The personnel uses the PPE (gloves, masks, uniform, among others) in the cleaning and disinfection process, with special emphasis on the surfaces with the highest contact, such as: remote control, earpiece, telephone dial keypad, door handles, closets and drawers, control panel for A / C units, light switches, lamps, coffee maker. In the bathroom sector, the toilet, sink, shower, doors, among others, should be considered.
2. It is up to the guest, the decision to carry out daily cleaning of his room or not during the stay.
3. We are committed to giving proper use to bedding, cloth and towels, for this we have Industrial Washers and high quality disinfection products.
Breakfast Service
1. The Villas del Río Aparthotel offers its guests breakfast service in an area that guarantees social distance; the tables exceed 3 meters of distance between them.
2. All the equipment and utensils found in the Breakfast area are properly washed and disinfected for use.
3. We have sanitary services in this area with sinks and antibacterial soap, as well as a 70% gel alcohol dispenser located in the living room.
4. The cutlery and food are delivered by our collaborators personally to each client at their tables in order to avoid manipulation. Breakfast staff must use personal protective equipment (PPE) at all times.
Use of Gym
1. The gym area will have a sanitary service, a lavatory, antibacterial soap, an alcohol gel dispenser and personal towels.
2. The maximum capacity will be 25% of its capacity, that is, no more than 3 people per shift.
3. The use of the gym will only be by appointment requested in the Reception Department with the following 3 shifts: • From 9:00 am to 10:30 am • From 11:00 am to 12:30 pm • From 1:00 pm to 2:30 pm
4. Before and after each session, the equipment is disinfected by the cleaning staff.
Cleaning and Disinfection in Common or Contact Areas
1. The Villas del Río Aparthotel guarantees access to drinking water, antibacterial soap, alcohol gel, disposable towels or any other authorized implement for drying hands in common areas, as well as their replacement and cleaning.
2. At Apartotel Villas del Río we intensify cleaning and hygiene measures in public areas, where we have responsible personnel assigned by the Administration, who are in charge of monitoring high-contact surfaces such as: railings, doors, telephones, keypads for elevators, counters, among others; as well as making sure that the rest of the areas are also taken care of. Cleaning carts are also constantly cleaned and disinfected. For the confirmation of the above, we have the documentation that supports the periodicity of the checks, cleaning and disinfection.
3. We have placed in visible spaces, protocols for sneezing and coughing, hand washing, other ways of greeting, not touching your face and populations at risk, as well as information related to the social bubble. Both in Spanish and English.
4. All the staff of the Villas del Río Aparthotel have PPE (Personal Protective Equipment).
5. We encourage electronic payment to avoid contact with it.
6. The Reception area is duly demarcated to guarantee the established social distance of 1.8 meters for customer service.
7. At the time of delivery of cards or keys, these are delivered clean and disinfected. Upon departure, they are again cleaned and disinfected by the reception staff.
8. The client's luggage is transported under security conditions. For this, the personnel have authorized protection equipment. In addition, manipulation of customer vehicles is avoided.
9. It is prohibited to share work equipment or devices between collaborators. In the event that there is an alternation in the use of certain equipment or devices, the hotel guarantees that these are cleaned and disinfected between use and use, to reduce the risk of contagion.
10. We ensure daily that work clothes are always clean.
11. We provide the time and means for proper hand hygiene upon entering the workplace and during the working day.
Providers
1. Suppliers must comply with the cleaning and disinfection measures determined by the Villas del Río Aparthotel. Both our staff and providers must use their PPE for care at all times.
2. The security officers keep a record of the providers that indicates the date, time and data of the person attended, if required by the Ministry of Health, so that in an eventual epidemiological study, the information is provided.
3. We will ensure that the providers are in the Aparthotel only as long as necessary.
4. Our staff cleans and disinfects the reception area for products and merchandise frequently.
Business continuity
The Villas del Río Aparthotel has a Business Continuity Plan that is detailed:
1. In the presence of the first case with the Covid-19 Virus in the country in March 2020, the following threats were detected:
✓ Early departures of guests in In House.
✓ Mass cancellations of reservations.
✓ Decrease in new reserves.
✓ Border closings.
2. As the number of positive cases in Costa Rica increased, the occupancy of the Aparthotel fell from 90% before the crisis to currently reach 18%
3. Actions were taken to sustain the business in the hope that the economy will be reactivated soon after the borders are opened. Some of these actions were:
✓ Identify which foreign clients who were “stranded” in our country and cannot return to theirs due to the closure of borders.
✓ Negotiation of prices and rates with suppliers.
✓ All rooms, common areas, corridors, offices, dining rooms, parking lots and vehicles were sanitized.
✓ Disable 2 buildings with Apartments.
✓ Raise awareness among staff on issues of hygiene, cleaning, disinfection and savings, through talks and training. Failure to comply with these provisions will be sanctioned.
✓ We have a work schedule that guarantees social distancing when staff enter and leave, as well as during meal times. We also provide staff with time and supplies for cleaning and disinfecting hands.
✓ When meetings with staff are required, they will be held in the event room that has a capacity for 40 people, however, it is determined that they cannot exceed 10 people per meeting.
✓ Meetings cannot exceed 45 minutes.
✓ Staff chairs will have a distance of at least 2 meters between them.
✓ Before and after the meeting, the chairs, tables, floor, and all objects used will be disinfected and sanitized.
The Villas del Río Aparthotel undertakes to ensure compliance with this protocol, which was prepared on June 9, 2020 by BASILICATA, SRL. (Apartotel & Suites Villas del Río)