Reservations: 877-252-0304

COVID-19 UPDATE FROM SERENITY AT COCONUT BAY

December 14, 2020

As we look ahead to brighter days, we continue to work to make your experience stress free — and now we can ease your worries about returning home after your relaxing getaway. We’re very pleased to let you know that we now include a free COVID-19 “Return Home Test” with your 5-night or longer stay with us (for shorter stays, the test fee is $75.00 per person.) If your home state or country has a quarantine protocol and permits “testing out,” this test should get the process started.

Our “Return Home Test” is the Abbot Rapid Antigen Test for detection of COVID-19 infection. Once you arrive in Serenity for your luxury escape, simply advise your butler that you’d like to arrange a “Return Home Test” prior to departure. They’ll make all the arrangements. Medical staff will administer the test on resort and you will receive doctor certified results in hard copy and electronically within 24-hours.

Remember, the “Return Home Test” does not replace Saint Lucia’s testing and entry requirements necessary for arrival on island. Please visit www.stlucia.org/covid-19 for complete details about the latest SAINT LUCIA entry requirements including forms/travel documents.

All arriving passengers in Saint Lucia must have a negative result from a COVID-19 PCR test taken no more than 7 days before arriving in Saint Lucia. In addition, all guests 18 years and older must submit a Travel Registration Form 7 days or more prior to arrival. Please print and travel with a copy of the following:

Auto-response email that you will receive after submission.
Your PCR test results
The travel authorization letter that you will receive once your hotel stay has been verified

SEE SAINT LUCIA TRAVEL CHECKLIST HERE

OUR PARADISE PROTECTION PROTOCOLS

We celebrated our Grand Reopening on August 1, 2020 as a Government of Saint Lucia “Covid-29 Certified” resort.
Our team members undergo daily health screenings including temperature checks and are required to wear masks and PPE when social distancing is not possible.
All guests have their temperature checked on arrival and each day, and are required to wear a mask in public areas and when social distancing isn’t possible, in compliance with government health and safety requirements.
We encourage the use of hand sanitizer placed at convenient stations throughout the resort.
Check-In is taken care of in each Suite by a butler, and by submitting the Butler Pre-Arrival Form we can personalize amenities before you arrive.
As always, our resort has a nurse on staff daily and a physician on call to assist with any medical issue or emergency.

OUR NEW LOOK FOR BARS AND RESTAURANTS

We have reduced seating capacity at The Greathouse Restaurant and the 8 additional restaurants at Coconut Bay. Additional, well-spaced pool deck seating has also been added for al fresco dining.
Guests may choose to dine in-suite with our 24-hour room service served by your butler or contactless delivery if you prefer.
We have eliminated self-service stations and buffets; all guest selections are plated by staff.
To reduce high touch points restaurant and cocktails menus are available using a provided QR code.

OUR NEW LOOK FOR ACTIVITIES

All activity and sports equipment are sanitized before and after each use.
Pool and beach loungers are safely spaced apart.
Social distancing is in place for fitness classes including yoga and pool aerobics.
The Fitness Center is open by appointment to maintain safe spacing.
All watersports are now available at the Surf Shack.
Select off-property tours and attractions are Government of Saint Lucia “Covid-19 Certified” and available by reservation 24 hours in advance. In addition to our own exclusive Catamaran Cruise to the Pitons guests can experience the popular mud baths, ziplining, horseback riding, diving, fishing, snorkeling and more.

OUR NEW LOOK AT THE SPA

In addition to in-spa appointments, Serenity guests may choose from select therapies available for private, in-suite treatments.

The number of available in-spa appointments are reduced to allow for additional time to sanitize and disinfect treatment rooms, equipment and products between services.
Fresh, clean linens, towels and robes are provided with each treatment.
The number of guests allowed in the spa lobby is limited.
The saunas and steam rooms are not available at this time.
All transactions at Kai Mer Spa are now cashless.

OUR NEW LOOK FOR HOUSEKEEPING

You will see our advanced sanitization protocols at work including use of electrostatic sprayers and backpack sprayers deploying hospital-grade disinfectant, throughout the resort as well as in suites, and cabanas.
Suites remain empty 24-hours prior to new arrivals and an initialed Door Seal indicates that no one else has accessed your suite after it was thoroughly cleaned and sanitized.
To reduce high-touch areas in rooms we have removed items including pens, pads, directories, magazines as well as tea and coffee packs.
The in-room directory is now available using a provided QR code.

OUR NEW LOOK FOR TRANSPORTAION AND PRIVATE AIRPORT TRANSFERS

Airport drivers, taxis and tour providers are Government of Saint Lucia “Covid-19 Certified” operators adhering to sanitization, PPE and wellness protocols.

OUR NEW LOOK FOR SHOPPING

All transactions at Boutique Moule A Chique and Kilibwi Corner are now cashless.
Duty free shopping at Boutique Moule A Chique is limited to three guests at a time, and one guest at a time can shop at Kilibwi Corner.

WORRY-FREE BOOKINGS AND HASSLE-FREE CANCELLATIONS

Due to ever changing circumstances, we are offering 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.
HASSLE-FREE CANCELLATIONS:
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.

LEGAL NOTICE

While we make every reasonable effort to provide a safe and sanitary environment and facilities for our guests in accordance with accepted medical guidelines and recommendations, there are no assurances of a completely “virus-free” environment. Aside from our efforts, the safety of all guests and staff is also highly dependent on ALL guests doing their part to act responsibly and respectfully and we ask that all guests be considerate and respectful towards others. In our discretion, guests who do not comply with protocols may be asked to leave the resort.

We work very hard to provide a safe guest environment, but are compelled to advise all guests that the resort does not and cannot guarantee that a guest will not contract an illness during their stay with us, and each guest assumes the risk and effects of contracting the Covid-19 virus. Guests are also cautioned that limited medical facilities and services are available where the hotel is located, which could complicate any illness. Upon check-in, each guest will be required to sign a written acknowledgment that they UNDERSTAND AND ASSUME ALL RISKS associated with the Covid-19 virus, and FULLY RELEASE the Hotel and its affiliated parties from any and all liability or claims relating to Covid-19.

This Assumption of Risk and Covenant Not to Sue shall be LEGALLY BINDING. Should any guest or visitor bring a claim, suit or any other action in violation of this provision, the claim, suit or other action shall be DISMISSED WITH PREJUDICE (meaning permanently dismissed) and all costs of dismissal, including but not limited to reasonable attorneys’ fees and court costs, shall be borne by the party who wrongfully brought the claim, suit or other action in violation of this Assumption of Risk and Covenant Not to Sue.

Please appreciate that, without this Assumption of Risk and Covenant Not to Sue, it would be very hard for this resort to operate under the current circumstances, and that you are fully informed in making the best possible travel decisions for you and your loved ones.

A copy of the acknowledgment and release is available in advance upon request and guests will be asked to sign a waiver upon arrival on resort.

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

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

On arrival at the resort your temperature will be taken.
There will be mandatory temperature checks each morning.
Additional random temperature checks will occur at our discretion if any guest appears unwell during the course of their stay.
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.
Guests will be required to have a mask and must wear it in public areas when social distancing of 6 feet is not possible.
We ask all guests to regularly use hand sanitizer available at stations throughout the resort.
As always, we will have a nurse on staff daily and a physician on call to assist with any medical issue or emergency.
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

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

Our new look for arrival and check-in

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/)
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.
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.
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

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

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.
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.
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.
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.
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.
All housekeeping staff wear masks and gloves, and replace gloves with each room cleaning.

Our new look at bars and restaurants

Social distancing protocols will be implemented throughout the resort along with our bars and restaurants.
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.
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.
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

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.
All equipment will be sanitized before and after each use.
Pool and beach loungers will be 6 feet apart at all times.
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.