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A COVID-19 Message from The Biltmore President & CEO

March 20, 2020 Hotel News No Comments Email Email
Our top priority remains the safety and care of our guests and employees. As we continue to assess and respond to the dynamic challenge facing all of us with the Coronavirus/COVID-19, we remain committed to our core values in hospitality: integrity, safety and customer service.

And although traveling right now may not be on the top of one’s mind, please know that you can confidently book your stay with us knowing that we take keeping you safe. So to ease the burden on any such travel decisions, we have revised our cancellation policy to provide increased flexibility. Specifically, for guests with existing individual reservations (including those with pre-paid rates) we will allow cancellations without a charge up to 24-hours prior to check-in; and for guests making new reservations between now and September 30th , 2020, we are also allowing reservations to be changed or cancelled up to 24-hours before the scheduled check-in date. We hope this policy change eases the selection of our property as you consider your travel options.
Please also know that we continue to closely monitor the recommendations from the U.S. Center of Disease Control & Prevention (CDC), the World Health Organization (WHO), and relevant State & municipal governmental authorities for the latest developments related to COVID-19; thereby allowing us to follow all safety protocols and related health requirements for/at our property being issued by such public health agencies. Such precautionary measures include, but are not limited to:
Hand Hygiene: Proper and frequent hand washing to help combat the spread of germs and viruses, which is conveyed in our daily meetings with our teams.
Ongoing Training: Training on housekeeping and hygiene protocols, along with hotel associates completing enhanced COVID-19 awareness training.
Guest Rooms: Using cleaning and hospital-grade disinfectant protocols in guest rooms during and after guests depart, and again before the next guest arrives, with particular attention paid to frequent touch points and areas.
Public Spaces: Increased frequency of cleaning and disinfecting in all public spaces, with a focus on desk counters, elevators and the buttons therein, door handles, public bathrooms and room keys we provide our guests. Furthermore, as part of the ‘social distancing’ initiative we have established a minimum of 6-feet between patron gatherings where applicable.
Back of House: In the spaces where our associates work “behind the scenes,” we have increased the frequency of disinfectant cleaning and also focused on all touch areas like associate entrances, locker rooms, door handles, laundry rooms and staff offices.
In sum, we understand that this may be an unsettling time for potential travelers; whether that entails planning for travel now or in the future. However, please know that your wellbeing is of the utmost importance to us, and we appreciate your consideration of the Biltmore Hotel as you begin to establish new travel plans.

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