COVID-19 UPDATE FROM SERENITY AT COCONUT BAY

COVID-19 INFORMATION, POLICIES AND PROCEDURES AS OF May 18, 2020

PARADISE PROTECTION PROTOCOLS

We look forward to the return of our guests and want you to know that our management and incredible staff have been instituting our Paradise Protection Protocols to ensure the worry-free and relaxing experience you have been dreaming about in Serenity at Coconut Bay. The safety and the welfare of our guests and our tireless staff – our Coconut Bay family – will always be our first priority. It is also the top priority of the Government of Saint Lucia who has announced new Phase One Protocols for visitors including requiring a pre-travel test for COVID-19.

Your Serenity vacation will be as wonderful as ever but it will look a little different as we adhere to Government of Saint Lucia, WHO and CDC operational guidelines during these ever-evolving times. We have evaluated and enhanced our rigorous cleaning procedures putting in place new sanitation and social distancing protocols that will be visible from the moment you arrive at our airport kiosk and will see throughout your stay from Door Seals initialed by your room attendant to a new take-out option should you prefer private dining. There will be electrostatic sprayers, even more hand sanitizing stations, and though hugs and handshakes are not an option for now, our warm Saint Lucian smiles and hospitality will always be yours. These policies, procedures and actions follow the Centers for Disease Control guidelines “Facilities Cleaning and Disinfecting” for COVID-19 and these policies also align with Saint Lucia’s directives. These best practices are performed for the safety of you, our guests, as well as our valued employees. Thank you for your patience, understanding, cooperation and trust.

Saint Lucia’s new Phase One Protocols

1. Following Government of Saint Lucia Phase One Opening Protocols, all visitors will need to provide a negative COVID-19 PCR test result taken no more than 7 days before arrival in Saint Lucia. More information about all of Saint Lucia’s COVID-19 protocols can be found at stlucia.org/covid-19.

Our new Paradise Protection Protocols

1. On arrival at the resort your temperature will be taken.
2. There will be mandatory temperature checks each morning.
3. Additional random temperature checks will occur at our discretion if any guest appears unwell during the course of their stay.
4. Following Government of Saint Lucia Incident Response and Quarantine Protocols if a guest’s temperature is over 100.4° F and exhibits COVID-19 symptoms they will be sent to a respiratory clinic for medical assistance and family members will be isolated in a hotel room.
5. Guests will be required to have a mask and must wear it in public areas when social distancing of 6 feet is not possible.
6. We ask all guests to regularly use hand sanitizer available at stations throughout the resort.
7. As always, we will have a nurse on staff daily and a physician on call to assist with any medical issue or emergency.
8. While we are prepared for the unlikely emergency, please keep in mind our 85 acres, and mile-long private beach are ideal for relaxation while social distancing.

Our management and staff

1. Our staff will be required to wear masks and gloves and will undergo daily temperature checks upon arrival on resort.
2. All employees are screened daily for COVID-19 symptoms and have their body temperature tested daily.
3. All employees follow strict guidelines (depending on assignment) regarding facial and hand protection and sanitation.

Our new look for arrival and check-in

1. From the moment you arrive at our airport kiosk, you will see advanced protocols beginning with your resort ambassador who will be wearing a mask, gloves, and a welcoming smile under their mask. Please see this link for airport protocols and guidelines as well. (https://www.stlucia.org/en/covid-19/)
2. There will be hand sanitizer for your use and your luggage handles will be sprayed with disinfectant before being placed in your vehicle for your five-minute ride to the resort.
3. Our Welcome Team: When you arrive at the Front Desk you will notice clear partitions at stations as well as social distancing markers for your reference. Registration and Welcome staff will wear masks and gloves at all times. Staff clean and disinfect counters and other touchpoints between each registering guest party.
4. To get you to your suite – and the beach – even faster, we encourage you to complete the butler pre-arrival form prior to your arrival, reducing your wait time as you will only need to provide your credit card, identification and your signature.

Our new look for transportation and transfers

1. You will not only see new protocols on resort but our vendor partners including airport drivers, taxis and tour providers will certify that all vehicles are sanitized after each trip, and their employees will be required to wear personal protection equipment and have their temperature readings taken daily.

Our new look for housekeeping

1. We have added new technology to our exacting cleaning procedures and you will see advanced sanitization protocols including electrostatic sprayers and sprayers deploying hospital-grade disinfectant that will be executed in rooms in addition to other departments from entertainment to watersports, and of course in public and high-touch areas.
2. To reduce high-touch items in your room we have removed pens, pads, magazines as well as tea and coffee packs while all others from closet knobs and light switches to remote controls, thermostats and irons will be thoroughly disinfected.
3. To reduce staff/guest interaction, bed linens will only be changed if requested for guests staying 3 days or longer and towels will be changed by guest request only.
4. Prior to your check-in, once your room is cleaned and sanitized per new protocols, a Door Seal will be initialed by your attendant and placed above the lock so that you can be assured your room has not been accessed after it is sanitized.
5. Guests have the option of no housekeeping or on-request housekeeping during your stay. Please inform Front Desk by touching 0 (zero) on your in-room telephone.
6. All housekeeping staff wear masks and gloves, and replace gloves with each room cleaning.

Our new look at bars and restaurants

1. Social distancing protocols will be implemented throughout the resort along with our bars and restaurants.
2. We are reducing seating capacity in all restaurants and to ensure proximity limits only guests sharing a room will be able to share a table while dining.
3. Through the convenience of a special food service delivery box, Serenity has always provided 24-hour contactless room service for guests who prefer to dine indoors or on the private patio or their suites. Your Serenity Butler will be happy to provide room service details via the butler cell phone.
4. All Food and Beverage staff, both in preparation and in service, adhere to strict precautions in facial and hand protection and sanitation.

Our new look for entertainment and activities

1. We are currently evaluating all of our activities and entertainment to ensure those we offer are able to meet social distance, cleanliness and interaction protocols.
2. All equipment will be sanitized before and after each use.
3. Pool and beach loungers will be 6 feet apart at all times.
4. For use of spa and fitness facilities, reservations will be required to allow time for staff to clean and sanitize rooms and equipment after each use. Number of guests will be limited in the fitness center. Masks will be required in the Salon and Spa for guests and staff members.

This is just an overview of our Paradise Protection Protocols and how we are applying all of the various government mandates to our resort for the benefit of your health and safety. Our goal will always be to provide you with a safe and memorable experience.  We’ll keep you updated as we approach our reopening and of course if you have a question please don’t hesitate to call reservations at 877-252-0304 /758-456-9999 or email us at serenity@cbayna.com/serenity@cbayresort.com. Please keep in mind mandates and protocols are fluid and as restrictions are lifted and directives change, we will do our best to keep you advised so regardless of when you plan to visit, you can enjoy our Peace of Paradise.

WORRY-FREE BOOKINGS AND CANCELLATIONS

Due to ever changing circumstances, we would like to offer our future guests some peace of mind. We understand the uncertainty you may have about making your reservations at this time. Guided by our purpose of care, we want you to feel confident in your future plans and have updated our cancellation policies to provide you with maximum flexibility.

• WORRY-FREE BOOKINGS: Our best rates are guaranteed and easy to reserve right here on our website.
• WORRY-FREE CANCELLATIONS:
• Travel Now -12/25/20: Cancel up to 72 hours in advance of travel for full refund or 100% credit on future stay (up to 12 months). For Cancellations inside of 72 hours: 2 night cancellation penalty. NO Shows: Full cost of stay penalty.
• Travel 12/26/20 – 12/31/20: Cancel up to 21 days in advance of travel for full refund or 100% credit on future stay (up to 12 months). For Cancellations inside of 21 days, full cost of stay penalty.
• Travel 1/1/21 – 12/20/21: Cancel up to 7 days in advance of travel for full refund.  Cancel 3-6 days in advance of travel for 100% credit on future stay (up to 12 months). For Cancellations Inside of 72 hours: 2 night cancellation penalty. NO Shows: Full cost of stay penalty.
• Travel 12/21/21-1/2/22: Cancel up to 21 days in advance of travel for full refund or 100% credit on future stay (up to 12 months). For Cancellations inside of 21 days, full cost of stay penalty.
• Cancellation confirmation must be received and acknowledged by a member of our reservations staff, in writing, regardless of dates of travel.
• NOTE: Reservations including airline tickets may incur fees/change penalties beyond our control and will be subject to applicable airline policies/restrictions. Some airfares may be non-refundable regardless of cancellation window.
• All policies and procedures are subject to change.