FREQUENTLY ASKED QUESTIONS

1. What is the Rotana Safe Space program?

The ‘Rotana Safe Space’ programme focuses on two areas we believe our guests value most – a contactless experience throughout your entire stay and significantly enhanced cleaning and disinfection practices that are certified by our partner, Ecolab, a global leader in water, hygiene and energy technologies and services.

2. Are Rotana hotels safe to stay?

The health and wellbeing of our family, friends and colleagues is an unwavering priority for Rotana. For this reason, we have embraced the latest technology, boosted our employee training and strengthened our already stringent health, safety and cleaning procedures to launch a new programme designed to give you peace of mind from check-in to check-out.

3. What is the Rotana contactless experience?

To ensure your stay with us is as contactless as possible, we are offering a wide range of digital services, with the Rotana app and QR code scans taking centre stage as one of the main tools at your disposal on your own mobile device.

4. What to expect at check-in and check-out at rotana hotels?

Upon arrival, your luggage will be disinfected and thermal screening or temperature checks (where applicable) will be taken of all guests.
Rotana has embraced the latest technology including online check-in and contactless self-check-in/out to minimise interactions using your own device and contactless departure with room bill preview using your own device and contactless payment options.

5. Are the Rotana hotel rooms sealed before my arrival?

On completion of full disinfection and cleaning, the room is sealed to provide comfort to the guest that no entry has occurred following the strict procedures.
Our approach to guestroom cleaning and occupancy has been bolstered with several additional measures, ensuring that when you stay with us, you can confidently Unlock your Safe Space, putting your mind at ease.

6. What to expect in rooms when staying at a Rotana hotel?

All unnecessary amenities with lesser decorative items have been removed and all remaining amenities are replaced individually for each guest following strict disinfection and sanitization.
In-room pick-up or delivery services without any human interaction are available and any in-room request can be done directly through your own device using the Rotana Mobile App. You can also request flexible room cleaning according to your preference and a doctor is on call. Addtionally, a telemedicine is available upon request.

7. What to expect when dining at Rotana restaurants?

Contactless services via the Rotana app is available to make restaurant bookings and all Rotana restaurants offer contactless menus and contactless payment options. Our restaurants offer new table set-up with cozy dining spaces, social distancing from other diners. Grab-and-go packaged food options are also available.

8. What to expect from In-Room Dining at Rotana hotels?

At Rotana hotels your In-Room Dining options are delivered with safe packaging to your door with no human interaction. Any in-room request can be done directly through your own device using the QR Code to access our In-Room Dining Menu.

9. What to expect in swimming pools at Rotana hotel?

Increased disinfection of sun chairs and tables are been carried out to at all Rotana hotels. Further stringent towel cleaning and handling methods ensure you feel comfortable and safe at our swimming pools.

10. What to expect in gymnasiums at Rotana hotels?

Machines are adequately spaced out to adhere to social distancing and increased disinfection and cleaning of equipment takes place to ensure you feel comfortable and safe.

11. Will I be asked to wear a face covering during my stay?

Masks are mandatory to be worn in all public areas, at Rotana hotels and cities where we operate and this is for the protection of guests, in line with the guidelines issued by The World Health Organization.

12. Will the Team Members at the hotel be wearing personal protective equipment (PPE)?

At Rotana’s hotels and restaurants, all colleagues wear PPE and practice strict hygiene protocols.

13. Will my hotel be practicing social distancing guidelines?

Social distancing measures with signage are in place at all Rotana hotels public areas.

14. Will hand sanitizer be available at my hotel?

Hand sanitiser dispensers are available in all public areas and in the hotel elevators.

15. Will you be cleaning the public areas of the hotel more frequently?

In line with the Rotana Safe Space guidelines, all Rotana hotels have increased cleaning frequency in public areas boosting our already stringent health, safety and cleaning procedures.

16. Does Rotana have enhanced cleaning, disinfection and sanitisation processes?

Rotana has partnered with internationally recognised leaders in certification processes: Ecolab and SGS.
Ecolab is a global leader in water, hygiene and energy technologies and services. Ecolab will review, validate, train and enhance cleaning, disinfection and sanitisation processes across all areas of our hotels.
SGS regularly audits and validates cleanliness and hygiene procedures at every Rotana property. SGS is recognised as the global benchmark for quality and integrity in this field.

17. How will the hotel cleaning be verified to ensure best practices in health and safety?

SGS is a world leader in testing, inspection, verification and certification. Recognised as the global benchmark for quality and integrity in this field, SGS will regularly audit and validate cleanliness and hygiene procedures at every Rotana property.

18. Are the cleaning of the hotel bedding and bath linen proven effective against viral and bacterial pathogens?

Rooms undergo deep cleaning, ensuring an entirely safe space is delivered. Aerosol disinfection between guests with Ecolab EPA approved products have proven to be effective against viral and bacterial pathogens. All bedding and feather items are disinfected after each stay. Bed and bath linen is chemically as well as thermally cleaned.

19. Am I able to cancel or change my reservation?

We are waiving our change and cancellation fees for hotel stays booked through rotana.com from now until December 31st, 2020. To modify your reservation, please visit rotana.com.

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