• Operations and Passenger facilitation measures
• Hygiene and Disinfection measures
• Social Distancing measures
• Preventive Measures & Communications
• Airside Operations
• Staff Administration
• Reference Documentation

One of the advantages of our low-density community is that we are surrounded by nature and open spaces where you can feel the fresh air of our beaches. Puntacana Resort & Club is a gated resort with over 50 years of experience committed to sustainable, responsible luxury tourism.

• There are 3,500-acres dedicated to world class amenities, hotel accommodations including 243 rooms, golf courses, home rentals, tennis courts, spa service facilities, a 1,500-acre private reserve owned and maintained by the Grupo Puntacana Foundation for scientific research, conservation of native and endangered species and recreational activities.
• We have close to 7 miles of nature routes for running, walking or riding a bike.
• Three professional Medical centers with personalized assistance, one located inside the property: Punta Cana Doctors, Hospiten and IMG Group.

PRE-ARRIVAL

• We have a flexible cancelation policy so that you can book with confidence.
• One on one personal communication with Reservations to make your arrangements.
• Registration is done electronically to avoid registering at the front desk.
• We have done extensive cleaning and maintenance before opening our doors.
• Use our Puntacana App or Marriot Bonvoy App for information and communication before and after arrival.

ARRIVAL

VIP WELCOME AT THE PUNTA CANA INTERNATIONAL AIRPORT

• VIP Welcome at the Punta Cana International Airport.
• Complementary Transfer in one of our company vehicles with well-trained drivers who will have proper mask and gloves.
• Upon arrival, bellman will disinfect and take your luggage to your room door, not entering the room.
• All guests have their temperature taken upon arrival.
• Once in your room, we will call to give a briefing about the resort.
• Guests have access to contact our Concierge via WhatsApp or SMS.
• We have Plexiglas screens at the front desk and other key areas.

STAFF

• All our staff members wear mask and gloves at all times.
• Staff coming into the resort have their temperature taken at the main gate every day, then twice during their shift.
• We have done rigorous training regarding our safety and hygiene protocols and have reinforced the importance of social distancing.
• We have hand cleaning protocols for staff to wash and clean their hands constantly.

YOUR ROOM

• We are using 25% of our hotel inventory and no room that checks out will be occupied the same day.
• Cleansing wipes are placed in the room upon arrival as an amenity.
• We will agree on times and frequency for cleaning your room.
• We have strict cleaning procedures together with external suppliers’ companies of the highest standards.
• We have the latest equipment and products for the cleaning of your room.
• All printed materials, coffee makers and other amenities won’t be placed in your rooms and will be taken to you upon request.

ENJOY NATURE

• Upon arrival to the hotel you are assigned one bicycle per person, to enjoy at the resort.
• Beach towels are left in the beach towel hut for you to take when needed.
• Beach and pool furniture such as chaise loungers and tables are set for proper social distancing.
• We have a number of outdoor activities such as yoga, running, nature tours, and trails for your enjoyment.
• Golf and tennis operations have very strict cleaning protocols.
• Gym times are blocked for one hour during the day, although we encourage outdoor exercise.

DURING YOUR STAY

• All the transactions in the resort are cashless.
• Hotel bills are sent electronically so that you can express check out.
• We have a protocol with our Doctor’s office in the resort for any patient that presents any sickness symptoms.
• We have cleaning teams assigned only to be cleaning public areas such as counters, furniture, hand rails, etc.
• All our vehicles and complementary bicycles are cleaned thoroughly after each use.
• Internal transportation is done through our own drivers and vehicles, not third parties.

MONITORING

• We work closely with a third-party company, Saniconsult, based in Spain, which monitors and evaluates all our quality processes. Saniconsult has 36 years of experience in this field.
• We have increased supervisors in all areas to ensure protocols are followed.
• We have established extensive staff training protocols which are being closely monitored by top management.
• All water and air conditioning systems have a strict follow up by the head of maintenance.
• Outside supplier deliveries go through cleaning processes that are heavily supervised.

• Upon arrival a Villa Manager welcomes guests to their home or apartment or if preferred, do a virtual check in upon request.
• Staff maintains 2mt physical distancing at all times.
• Primary contact is done by phone or WhatsApp.
• For dining options, we are offering our Puntacana Catering Services.
• If guests need groceries a personal concierge is available to go to the supermarket -upon request. Additional charge 40 USD for delivery.

PRO-SHOPS

• Hand sanitizers, wipes, cleaning and hygiene products have been placed in tables, bathrooms, and bars.
• Doors at the pro-shops are opened to allow air to circulate during the day.
• Only 4 clients are allowed inside the pro-shop at Corales Golf Club at the same time and up to 6 clients at La Cana Golf Club.
• We have cashless payments. Credit card payments are done via VeriFone and the counter area is cleansed immediately after each use.
• Staff at the pro-shops wear masks and gloves at all times.
• Before going to the golf course, the player is informed that the beverage cart is available at a specific location, food and beverage orders to-go can be coordinated before going to the golf course.
• Each golf cart includes a menu so guests can order directly at the bar (grab and go). Menus are available digitally with QR codes.

CORALES AND LA CANA GOLF CLUB

• Golf carts are cleaned and disinfected before being assigned to a player. These are available in the Caddie Master area according to the daily schedule; considering 2 to 4 additional golf carts in case required.
• Players who arrive together in a shared vehicle, share carts. If a guest arrives individually in a private car or in an external transportation, he/she is provided with a personal golf cart.
• Golf clubs are handled by staff to move them from the arriving vehicle to the golf cart, if the clients approve.
• Utility staff and caddies wear masks at all times and are reminded to maintain 2.5 mts of social distancing.
• Once golf carts have been used by guests, they are cleaned and disinfected for the next day.

CADDIES

• Only 4 caddies are available in the Caddie Area, for Reservation by turns, and are appointed according to the needs of the area.
• Caddies are not allowed to ride the golf carts with the players.
• Caddies operate under the format “Fore Caddies” in front of the player at all times.
• Bunkers, pitch marks and sand divots are cleansed. Cleaning of golf balls -upon request.
• Golfer should maintain 2.5 mts of social distancing and only on the greens.
• There is a caddie for each foursome. If an additional caddie is required, operations decides if it’s possible.

FOOD & BEVERAGE

• Customer Service (Waiters, bartenders, cleaning staff) wear masks and gloves at all times.
• As a Food & Beverage policy tables are separated by more than 2.5 meters and seating reduced by 50%.
• Menus are available digitally with QR codes; also, each golf cart include one. Only cooked food is offered. (Hamburger / Sandwich / Hot Dogs, etc).
• Bars offer labeled snacks for guests.
• Beverage cart at the golf course are stationary.

TOURNAMENTS

• Caddies are available upon request.
• Food stations are submitted for evaluation and approval before being installed, complying with a hygiene and a health and sanitation audit.

• All staff members wear masks at all times and follow a rigorous cleaning schedule to disinfect and sanitize all areas.
• Staff and guests are reminded to maintain 2.5 mts of social distancing.
• Upon arrival guests go to the pro-shop to disinfect and cleanse their hands and sign a registry form, before taking towels.
• Only 4 clients are allowed inside the pro-shop at one time.
• There is a rigorous cleaning and disinfecting of all areas and gym equipment.

• Restaurants are operating at 50% capacity. All tables have been separated by more than 2.5 meters.
• We are not having buffets; all our services are A la Carte.
• Kitchen hygiene and sanitation standards have been revised and there are additional supervision levels that have been added.
• Restaurant tables and chairs go through a rigorous cleaning process after each use.
• Menus are available on the Puntacana App, QR Codes and boards; we are not using physical menus on tables.
• Room Service is delivered to guests at their room door.
• We have developed healthy menus for guests’ meals.

CLEANING AND SAFETY

• Cleaning and sanitization using globally accepted standards as our benchmark.
• We have done extensive cleaning and maintenance before opening our doors.
• Provision and offering guests the use of suitable masks.
• Temperature check to all guests arriving to the spa.
• We have placed signage at the reception area to reinforce social distancing.

SPA SERVICES

• We are following local government and hotels protocols and procedures.
• Temperature check to all guests arriving to the spa
• We have placed signage at the reception area to reinforce social distancing.
• Personalization of the spa experience, giving guests space so they can avoid being in crowded areas.
• For guest’s comfort and safety, wellness outdoor activities are offered.
• We have cashless payments. Credit card payments are done via VeriFone and the counter area is cleansed immediately after each use.
• Registration is done electronically to avoid registering at the front desk.
• Our Puntacana App provides all the required information for the guest experience, and is used as communication channel before and after arrival.
• Before any treatment / service begins, therapists maintain communication with guests to ensure that all international standards are being met or exceeded.

TREATMENT ROOMS

• We clean and disinfect cabins for one hour between each treatment, following strict hygiene standards.
• We have developed strict cleaning procedures together with external suppliers companies of the highest standards.

THERAPISTS AND STAFF

• All our staff members wear masks at all times.
• All our staff follows a rigorous cleaning schedule to disinfect and sanitize all areas with superior hygiene levels.
• We have hand cleaning protocols for staff to wash and clean their hands constantly.
• We have done rigorous training regarding our safety and hygiene protocols and have reinforced the importance of social distancing.
• Self-responsibility on trainings and communication is reinforced to ensure all staff understands our health & safety protocols: Embrace the New Normal.

PUBLIC AREAS: CHANGING ROOMS AND WET AREA

• Steam and sauna areas are being used by appointments only.
• Areas are disinfected and sanitized after every use.
• Amenity boxes have been removed and are available upon request.
• Hand sanitizer and antibacterial soap dispenser as well as paper towel available in all hand basins.

Access Protocols

Rules and Regulations for the enjoyment of the Ojos Indígenas Ecological Reserve

Hours:

Wednesday – Sunday: from 8:30 a.m. to 4:00 p.m.
Monday – Tuesday: closed.

Beach door access

• Reserved for hotel guests and homeowners
  Homeowners are allowed up to 5 guests.
• Presenting your Owner’s physical ID and / or hotel room key is mandatory
• There are 3 springs available for swimming:
  Yauya | Guama | Casibajagua
• Only one (1) group is allowed per spring
  Maximum 10 people per group.
• If the spring is already occupied when you arrive, please go to the next available one
  We appreciate considering that until your group leaves the springs, the next group is not able to access.
• Maximum duration of each visit: 1 hour and 30 minutes
  The eco guard will control the access turns.
• Remember to respect a physical distancing of 2 mts at all times
• Your collaboration is essential for everyone to enjoy the Ecological Reserve.

Fruit Garden door access

• Reserved for external visitors and residents of Puntacana Village and Ciudad Caracolí.
• Presenting your physical Resident ID is mandatory.
• For rules and access costs please visit:
  • http://www.puntacana.org/to-do/ecological-reserve
  • http://www.puntacana.com/to-do/ojos-indigenas
• You are allowed up to the number of guests authorized by the rules.
• Before accessing the Reserve, we invite you to pass by the Sustainability Center and pay the maintenance fee
• Only one spring is available for swimming:
  Iriri
• Spring capacity:
  One group of up to 15 people.
• If the spring is occupied, you must wait for your turn to access
  We appreciate considering that until your group leaves the spring, the next group is not able to access.
• Maximum duration of each visit: 1 hour and 30 minutes
  The eco guard will control the access turns.
• Remember to respect a physical distancing of 2 mts at all times.
• Your collaboration is essential for everyone to enjoy the Ecological Reserve.