FAQ: COVID-19

At Natura Algarve Club we carefully follow all the recommendations of the Health Ministry about COVID-19, and we call on all our guests to take a responsible behavior.

 

My booking has a flexible/refundable rate. Should I cancel or postpone my booking?

 

Due to the current situation, we appeal that you do not cancel your booking, but preferably change the dates, which will be subject to the price difference of the daily rate. Existing direct bookings can be postponed until 10/11/2021.

 

My booking has a non-refundable rate. What can I do?

 

For existing bookings, for stays up to 16/05/2020, you can change the date of your booking for stays until 10/11/2021 (if request is received at least 7 days before arrival and the same number of nights or more are booked and if applies, price difference must be paid).

 

For existing reservations with stays from 17/05/2020 onwards, our hotel will be open and ready to welcome you so, if you cancel the booking, you will lose the non-refundable fee you’ve prepaid.

 

If your booking was done with travel agencies, tour operators or any online platforms & online travel agents, you should contact them directly.

 

What does the seal “Clean & Safe” mean?

The seal means that the necessary prevention, control and surveillance procedures have been implemented, complying with the requirements defined by Tourism of Portugal, in accordance with the guidelines of the General Health Ministry, which considers us as a HEALTHY & SAFE Establishment.

Why is the natura the best option for me and my family?

General:

  • Several open-air public areas and corridors
  • Wide outdoor space with a large pool and garden area
  • Entrance to the hotel is independent from the reception and is outdoor
  • Indoor areas with limited security distances
  • Small capacity apartments resort
  • Outdoor parking
  • An oasis of tranquility close to the famous Oura area
  • Snack-bar available only for take-away 
  • All staff will use mask, visor and gloves.
  • We provide 1 mask per person, reusable and washable (upon deposit)

 

Apartments:

  • Spacious apartments
  • Private balcony / terrace
  • Fully equipped kitchen
  • Washing machine in the apartment
  • We do not have carpets / rugs in the apartments
  • The entrance door to the apartment has direct access to the open-air corridor.  

How does reception service work?

 

Reception is open from 09H00 to 17H00, everyday.  After 17:00 self check-in will be available. As soon as you arrive at the hotel, please call the emergency number at the front desk door to receive the check-in instructions.

The entrance into the reception will be controlled by the receptionist.

Only one party/group can enter at a time and the ones not being attended should wait outside the reception.

The front desk will have an acrylic glass (plexiglass) separating the receptionist from the guests therefore creating a safety distance since it won’t be possible to exist any physical contact.

 

How is check-in?

 

You will be handed out a bag, properly disinfected, with the TV and air conditioning remote controls, apartment/gate keys, useful information and house operating rules.  After 17:00 self check-in will be available. As soon as you arrive at the hotel, please call the emergency number at the front desk door to receive the check-in instructions. 

 

Do I need a mask?

Yes all guests will have to wear masks in indoor public areas. A pack including 5 reusable and washable masks at the price of 15€ will be on sale at reception. (subject to availability)

Is the Snack Bar open?

 

Yes, our pool bar is open from 10H00 to 16H00, for take-away only.

Requests are made from the outside through an acrylic glass (plexiglass) placed on the pool bar window. The terrace is available with a limited number of tables and safety distance between them.

 

Are all hotel facilities available?

 

All the indoor facilities of the hotel, including the kid’s area, snooker/pool table & similar, massages services will be temporarily closed.

 

Can I use the pool?

 

Yes, the pool will be open from 09H00 to 17H00. Sunbeds will be reduced in number and there will be a safety distance between. We do appeal to the common sense of our guests in order to keep original distance between the sunbeds as they were placed by staff, and to also keep their distance from other guests both inside and outside the pool.

 

How is cleaning done inside my apartment?

As long as there is a risk of contamination of the virus there will be no daily cleaning in the apartments. Please place your garbage in the containers you find in the corridors, or in the container located in the car park. On the days that we usually change sheets and towels, 1 set of towels per person and 1 set of sheets per bed will be left in your apartment. 

 

How do we disinfect our sunbeds?

We are using OxivirPlus to spray our sunbeds around the pool, keeping this public area safe for our guests to use it "hassle free". Cleans and disinfects in one step. Tested according to different standards and approved as a wide-range disinfectant spectrum - bactericide, virucide, fungicide and yeast. Excellent cleaning power without leaving marks due to its acidic pH. Suitable for hard water and impact resistant surfaces. Safe for users. Safe for the environment. Adequate to use in different application areas, including high risk areas as in hospitals.

 

During the stay, I have a request to make to the reception. How should I proceed?

 

You can contact the reception through the apartments’ telephone (dial no. 9). The reception will do their best to fulfil your requests considering first and foremost all the hygiene and safety measures.

 

Measures/Guidelines:

Please always keep safe distance from other guests

Our employees maintain social distancing and will be wearing gloves, protective visors and masks.

At the hotel, there are several points where you will be able to disinfect your hands.

Surfaces and common areas are washed/disinfected several times a day.

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