Covid-19 Information

We give you a very warm welcome, after a difficult and enduring period, we are proud to receive you to our hotels again. We value you have chosen to stay with us, as always, making your holiday an enjoyable experience is our greatest priority.

Your safety is very important for us; in the last couple of months we have been working continuously, following the guidelines of the World Health Organization, local authorities and guidelines of the tourism industry to guarantee a safe environment.

We wish to assure you can enjoy your holiday with us, knowing the best measures are being taken for your health and safety.

We have created a protocol to minimize the risk of the spreading of the Coronavirus and kindly as your help and support with this.

The most important changes have been made in the cleaning and maintenance in the hotels. Every department in the hotels works according to the strict guidelines of the local authorities and tourism industry. 

An extensive program has been created to fulfill the guidelines to prevent Covid-19, which implicates the public areas in the hotels, your rooms and restaurant will be cleaned with a high frequency using cleaning products indicated by the World Health Organization to avoid the spread of bacteria. 

After introducing the new safety measures it might occur that some of the information on the websites of our hotels or the websites of your travel agent can be different from the ‘new’ situation. We kindly request your understanding for this, we do everything in our ability for you to relax and enjoy your stay with us.

We kindly ask you to help us protect yourself and our staff. During your stay, we request all of our guests to wear a face mask and keep the indicated distance in the public areas of the hotels. Hand sanitizers are available for you in the many areas of the hotels; you can use these whenever you feel necessary.

Arrival

Upon arrival, we recommend maintaining distance from other guests and our receptionist. You will notice we have a maximum capacity of 4 persons in the reception area, including our receptionist, and a protective screen installed on the counter. In the entrance path, distance marks are on the floor, please respect these.

Pens, keycards, and credit card machines will be cleaned after every use. 

We fully recommend you to use our pre-check-in procedure to avoid waiting upon your arrival to the hotel; we provide more information on our websites:

www.hellomaracaibo.com

www.palacetevillamagna.com

www.hellomaracaibo.info

or request by email: checkin@hellomaracaibo.eu.

Cleaning

We have intensified the cleaning procedures in all our public areas using effective disinfection products.

Public toilets, reception, hallways, staircases, elevators, and restaurant are being included in this intensive cleaning program.

Your room

Upon arrival you will find the room sealed and checked by our responsible of housekeeping, we use disinfecting cleaning products and checklists to assure the most effective disinfection or your room.

During your stay, the cleaning of your room will be done by housekeeping according to the category of your room. We can only clean your room if you are not present at that moment; we kindly ask your understanding for this.

We wish you an enjoyable stay if you need anything in your room, please don’t hesitate to let us know.

‘Sometimes the smallest things can make the biggest difference’

Our reception can be contacted 24 hours, pass by to see us or send us an email to help@hellomaracaibo.eu. 

The checkout time will be strictly at 11.00 to guarantee our housekeeping to be able to prepare the room according the new hygiene regulations for the newly arriving guests.

If you wish to book a late-check, please book this service in advance in reception, always depending on availability.

Our swimming pool

We kindly ask you to follow the instructions on the signs around the swimming pool area and our staff. The sunbeds and parasols are disinfected daily and pre-allocated to ensure the correct distance. Therefore we insist to not reserve your sunbeds nor bring your own food and drinks to the pool area, to maintain the strict hygiene standard. Please don’t move the sunbeds or parasols from the indicated dots on the floor.

Our restaurant

Please check our websites and information page for more information about the restaurant, such as opening hours, new safety standards, menu, and special events. 

www.hellomaracaibo.com

www.palacetevillamagna.com

www.hellomaracaibo.info