• Hotel Santana - Triq il-Maskli - Qawra - St. Pauls Bay SPB 1482, Malta ·
  • (356) 21583451 ·
 
 

Covid – 19 Related FAQs

Your Safety: Our Priority

 

As we reopen following the global pandemic, our number one priority is the peace of mind and well-being and safety of our guests and our staff. To ensure this, we have introduced flexible booking conditions to facilitate the planning of your trip while we are putting rigorous procedures and practices in place at our hotel regarding enhanced cleaning in all public areas and bedrooms, facilitating physical distancing and ensuring optimum standards in the preparation of our food and beverage offerings. We look forward to welcoming you at our hotel.

 

Below is a collection of our answers to frequently asked questions to ensure that you are well informed and comfortable about your booking and staying at our hotel.  Should you have any question that is not covered below or would need specific detailed information, please do not hesitate in getting in contact with us at info@sunroutehotels.com or alternatively by phone on +356 21583451.

 

FAQ CANCELLATION AND QUESTIONS ABOUT YOUR BOOKING & YOUR STAY

 

  1. Can I cancel or change an existing reservation/booking?

Yes. Bookings made directly with the hotel can be modified or cancelled up to 5 days prior to arrival with FREE cancellation. Bookings cancelled less than 5 days prior to arrival will be charged in full. Please contact our reservations team on reservations@sunroutehotels.com or alternatively by phone on +356 21583451

 

  1. Can I book directly with the hotel?

Yes. You can either visit our hotel website on www.hotelsantana.com or else by contacting our reservations team on reservations@sunroutehotels.com or call us on +35621583451

 

  1. I plan to make a booking but am concerned whether I will be able to travel?

You have the flexibility of making a booking directly with the hotel to ensure that you secure our best rates, and you may cancel this booking for free up to 5 days before arrival.  The local authorities are updating the situation with regards to flights and health related issues regularly. We suggest that you contact your respective travel agency or airline to confirm that the flight booked is still scheduled.

 

  1. Is there a charge if I am a no show?

Bookings may be cancelled up to 5 days prior to arrival without charges.  In case of a No-Show the full charge will apply.

 

  1. Can I make a group booking on hotel website?

For Group bookings please contact our reservations team on reservations@sunroutehotels.com or alternatively by phone on +35621583451

 

  1. What new cleaning routines/rules does Hotel Santana have in place in relation to Covid-19?

We always give the utmost attention to ensure the highest levels of cleanliness and hygiene at our hotel.   Each room will be sanitized following each departure. In addition, alcohol-based products are being used to clean all surfaces including the bathrooms and floors, both in the rooms and in all public areas.  All guests can be rest assured that we are rigidly following the strict protocols issued by the local authorities.  Hand alcohol stations/dispensers are available outside restaurants and at other strategic points around the hotel.

 

  1. How regularly are rooms and public areas sanitized?

Public areas including elevators, high contact surfaces, public bathrooms and all public areas are being sanitized around the clock by designated team members.   All switches/remote controls in the rooms are sanitised daily while loose items such as pens, note pads and information material have been removed from rooms .

 

  1. How often are door handles, elevator buttons, the front desk counter and other frequently touched objects sanitised?

While international and local protocols dictate that these are to be sanitised every hour, at Hotel Santana these are being sanitized 3 time per hour.

 

  1. How often are restaurant and bar tables and chairs, and sunbeds sanitized with disinfectant?

All furniture and equipment are fully sanitised every morning.  These are again being disinfected as soon as a guest no longer occupies a table, chair, or sunbed.  These are then disinfected once again before another guests occupies this space.

 

  1. How do Hotel Santana handle food due to the Coronavirus?

All food deliveries are being sanitized upon receipt at the hotel and all fruit and vegetables are sanitised again before use. In addition, the kitchen area is also sanitized regularly.  All members of the kitchen brigade wear a face visor.

 

  1. What kind of restaurant service are you offering?

In line with international protocols and procedures self-service buffets are not able to be offered for the time being.  We offer therefore a menu service in our restaurant.  Menu cards are not re-used while we are also introducing small individual portions for condiments.

 

  1. Are there any measures for physical distancing?

We have limited the numbers of seats in our restaurants, bars and public areas, including sun-loungers by the pool.  We have also introduced signs reminding our guests and team members to keep a distance.

 

13. If I have breakfast and/or diner in my room to avoid unnecessary contact with other guests, is there an extra charge?

Even though usually room service incorporates an additional charge, in view of the current circumstances this charge has been temporarily waived.

 

 

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