Ayubowan!

Health & Safety Etiquette for Hotels

and Accommodation Providers
As we open our doors to the world again; let’s make sure our
paradise island is as safe and secure as it can be for our
visitors. It is our responsibility to take good care of our visitors
while ensuring that they have a great time in Sri Lanka. We
are also responsible to our local communities and to our own
families, so we should take good care. To help you and to
guide you in this process, we have created a set of protocols
that you will need to be aware of and follow.

Things you need to know when

preparing to welcome visitors

No minimum number of days required

to stay.

No restrictive quarantine required.

Guests will spend the first 14 days of

the visit at a Level 1 ‘Safe & Secure’
hotel or hotels.

Travellers are permitted to explore

the facilities of the hotel and
approved tourist sites.

After 14 days, guests are permitted to go out

into the general community.

During the first 14 days, your visitors

will be inside a bio-bubble and it’s your
responsibility as accommodation
providers to help your visitors to not
break the bubble.
Accommodation providers or travel
agents to arrange transport with a plan in
advance as travellers are discouraged
from using public transport.

Ensure effective access control measures

are in place, in and around the hotel.

While bookings from multiple flights

are allowed, hotels should minimize
mixing of groups arriving from
different flights.

Have a room allocation plan in place.

Domestic guests should not be entertained

in level 1 hotels.

Encourage and facilitate your visitors to

wear masks in public places, maintain
social distancing of 1.5 meters and sanitize
their hands regularly.

Maximum room occupancy allowed for

hotels is 75%, as the balance is allocated
for isolation purposes of the COVID-19
positive travellers.

The hotel must make arrangements with a

Doctor to monitor the health of guests and
staff.

The traveller’s on-arrival PCR test will be

performed at the hotel, prior to check-in.

Have a plan in place and follow the health

guidelines when dealing with a COVID-19
positive traveller at the hotel. It is your duty
to keep the respective health and tourism
authorities informed.
 As accommodation providers it is your
responsibility to take care of your visitors
during their stay.

Accommodation providers and their staff

need to be aware of the guidelines and
have processes in place. (visit
srilanka.travel to download the guidelines)

‘Safe & Secure' Certified Hotels

These are hotels or accommodation providers who

comply with the COVID-19 Health Protocols and the
Tourism Operational Guidelines. The hotels have been
subjected to an audit by an independent firm and will
be continually assessed. The ‘Safe & Secure’
certificate is issued with a QR code unique to each
certified hotel. By scanning the QR code using a
smartphone, visitors can not only check the key
information of the certified hotel but also immediately
report to Sri Lanka Tourism of any violations related to
the guideline procedures with photo evidence.
Sri Lanka Tourism believes this certification will serve
as a mark of trust, safety and assurance to all
international guests. Hotels with the certification are
encouraged to display the certificate with the QR code
that can be easily accessed by all guests.
(visit srilanka.travel for more information)

Dealing with COVID-19 Positive travellers

Non-symptomatic COVID-19 positive

persons will be quarantined in an isolated
area in the same hotel under strict
supervision of the hotel doctor and local
health authorities.

Where isolation is not feasible (e.g. a large

group positive for the COVID-19 infection),
an alternative designated isolation hotel to
be identified in advance.

Staff and other contacts should be

managed according to the guidelines
already in force under the guidance of the
area Medical Officer of Health.

If symptomatic or on the decision of the

hotel doctor/local health authorities the
guest and any exposed guests will be
admitted to a pre-arranged
private hospital.
The COVID-19 Insurance to reimburse
hospital charges including the ambulance
transfer of up to $50,000 for a month.

Managing the staff of the hotel

All staff interacting with guests will not be 14 days

allowed to go out of the hotel staff
accommodation until 14 days quarantine and
negative PCR/antigen test, as decided by
the hotel doctor.

Prior arrangement with a doctor for the hotel

is mandatory.

Staff should be screened for COVID-19 at

regular intervals as per the existing
Occupational Health Guidelines published
by the Ministry of Health.

All staff should be subjected to proper risk

assessment under the guidance of the area
Medical Officer of Health.

In the event of a COVID-19 positive guest

or employee reported, the hotel is bound to
adhere to the instructions provided by the
Ministry of Health, COVID-19 Taskforce
and Sri Lanka Tourism Development
Authority.

Guest Arrivals

Ensure all guests wear face masks prior to

leaving the bus/vehicle.

All staff in the hotel accommodation must

wear a face mask at all times; with the use
of other PPE’s when required.
Ensure guests wash their hands for 20-30
seconds using soap and water or use
sufficient sanitizer.

Note: washing hands should be given

priority as directed by the health authorities;
especially when they arrive from outside.
Sanitizers may be used when the guest is inside
the premises.

Ensure the guests are screened for

temperature and visible respiratory
symptoms (coughing, sneezing, etc.)

Obtain the self-declaration forms (format

given by the SLTDA), prior to proceeding
to the hotel lobby/lobby lounge.

Should an individual be found to have

a temperature above 37ºC, with
symptoms or visible respiratory issues;
entry should be denied and appropriate
action is to be taken with the direction
of health authorities.

All luggage of the guests (including hand

luggage) must be disinfected using
recommended disinfectants before they
are permitted to enter the hotel premises.
A definitive sticker indicating the date,
must be attached to the luggage certifying
that it has been disinfected.

Limit the number of entry points to all

parties concerned (visitors, guests, staff,
etc.) to ensure accurate screening.

Regular Practices

Ensure all handles and surfaces such as

tabletops, workstations and arm chairs
are regularly sanitized using
recommended disinfectants.

Floor markings to be in place, indicating a

1.5 meter safe distancing at all busy areas.
(E.g. reception, lobby, dining)
Furniture in all public places (lobby
area, lobby lounge, etc.) must be
arranged accordingly in compliance
with the 1.5 meter distancing practice.

Sanitization door mats must be

provided for the staff and guests at all
the entrances.

Avoid contact and use the traditional

Sri Lankan greeting, “Ayubowan” when
necessary.

Collect the completed self-declaration

form and attach it to the guest
registration card with other key
information (i.e country of origin, flight
details, date of arrival in Sri Lanka).
Use electronic methods whenever
possible to simplify the process.

Check/record temperature and respiratory

symptoms of in-house guests at each
entry point.

Serving hot beverages and authentic

brews with high immunity enhancement
is encouraged, if welcome drinks
are served.

Use paper serviettes instead of

non-disposables whenever possible.

Encourage the use of paperless and

cashless technology based systems for
checking-in, billing, etc.

Limit the number of passengers permitted

inside the elevators.

Elevators, lobbies, rooms and corridors should

be disinfected regularly, with a systematic
method to do so periodically.
Make sure the staff are aware about the
Management Team and the Rapid
Response Team appointed, by displaying
details in all back office areas.

Avoid sharing items at all times, unless

properly sanitized. (E.g. pens/pencils)

Inform the guests of the process and what

needs to be done should they feel unwell.

Display awareness material on COVID-19

preventive measures at all key locations.

Guest Rooms Cleaning Procedure

Disinfect all portable devices such as remote

controls, telephone hand-sets, etc.

Disinfect all hard surfaces of furniture,

TV and accessories in the room along
with doors, windows, wardrobes, safe
deposit lockers, mini-fridges, dustbins
(foot-operated) and mirrors.

Remove all used or unused linen with

extreme care and minimum handling.

The staff should maintain good hygienic

standards at all times.
 Kitchen

Ensure that washed cutlery, crockery

and glassware are properly stored and
covered.

Only kitchen staff should be permitted in

the kitchen area.

Preparation of warm meals is

recommended to be carried out
on request.

Buffet

All buffet displays (buffet counters)

should be fitted with effective sneeze
guards.

Only designated staff should be behind the

buffet counters to serve food.

Dishes to be covered or closed

whenever possible.

Maintain the details (temperature, room

number) of diners in the restaurant at
every meal.

Menu cards and bill holders must be

sanitized as required.

Ensure bills/menus are presented to the

guest in sanitized bill/menu folders and
cash transactions are discouraged.
Choose online billing methods if possible.
 Staff Cafeteria

1.5m
1.5 meter safe distancing must be
maintained at all times.

Swimming Pool

Establish a procedure to allocate

timeslots for guests, to avoid
overcrowding; and record the details of
pool users with names/contact
numbers/times.

Clean and disinfected pool towels

should be stored in a closed container
or in a paper wrap that can be issued to
guests with minimum handling.

Banquets

The guest list with contact details should

be obtained by the organizer/host 24
hours before the event.

All staff in the venue should wear face

masks and other PPEs as needed; with
regular use of hand sanitizers.

Cutlery should be cleaned and

disinfected at the buffet service area,
and ideally served wrapped in a
paper serviette.

Laundry

Provide suitable bags or covered trolleys

to bring used linen from different areas of
the hotel.
 Precautionary Measures

All staff (executive and non-executive)

should undergo random PCR tests as
decided by the hotel doctor and
relevant records should be maintained
for verification by the SLTDA.

Staff should also wear face masks

(worn correctly) when reporting for
duty and when operating
within the hotel.

Staff should only enter the premises

through one common entrance.

If a guest or staff member is suspected

to be infected with COVID-19, the
individual should immediately be
isolated in the designated area and
medical assistance (from the hotel
doctor, medical team or the MOH / PHI
of the area) should be obtained with a
matter of urgency.

The infected individual should be assisted

to remain relaxed and treated with great
understanding and kindness; however
any unnecessary interaction with other
guests/staff should be strictly avoided.

The SLTDA should be informed

immediately regarding any reported
COVID-19 positive cases
(both guests and staff)
using the hotline 1912.

Sri Lanka Tourism would kindly like to remind

accommodation providers that keeping the guests safe
is as much your responsibility as it is ours.
Please ensure compliance with the health protocols
(visit srilanka.travel) so that your guests can have a
safe, secure and enjoyable experience in Sri Lanka
while protecting the staff and local communities.

Please call the Sri Lanka Tourism hotline on 1912 for

any additional support.
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MINISTRY OF TOURISM
STATE MINISTRY OF AVIATION AND DEVELOPMENT OF EXPORT ZONES

DIAL 1912
DIAL 1912 from any phone within Sri Lanka
to access tourism information

Sri Lanka Tourism Development Authority

+94 112 426 900

+94 112 426 800
+94 112 437 953

[email protected]

No.80, Galle Road, Colombo 03, Sri Lanka