At the Lodges at Cresthaven, we understand the current situation is unchartered territory and we are
sure that you have many questions regarding how we are preparing for a safe and healthy environment
for our staff, owners and guests. The health and safety of our employees, owners and guests is our
number one priority. As the situation continues, we will be sure to remain informed regarding
regulations and recommendations from the CDC and local health authorities. We will be prepared to
change practices if need be.
At the Lodges, sanitation and cleanliness has always been held to the upmost standard. We are
committed to adhere to strict sanitation guidelines to help ensure the safety of our team and guests.
Our staff will be provided personal protection equipment including masks and gloves and will follow
strict sanitation and personal hygiene guidelines to help mitigate any threat to themselves and our
owners and guests.
This is where we ask for your help! We kindly ask that you practice personal responsibility. If you are
feeling ill, are displaying symptoms or have a weakened immune system please reschedule your
vacation to the Lodges. We are all in this together. We will be responsible in our actions for you and
kindly as that you do the same for our team and valued guests on the property. Below you will find a
comprehensive safety plan to help ensure that we maintain a healthy environment while also upholding
the friendly environment that you have come accustomed to at The Lodges at Cresthaven.
Your arrival/ Office access:
The office will be accessible on a very limited basis. Contact-less check-in will be required and arranged in advance. In the case that a
guest needs to enter the office, we will only allow one person at a time. A mask or face covering will be
required to enter the office and we will have a sanitation station at the office door with hand sanitizer
and extra masks if needed. Please do not approach the front desk prior to sanitizing. If you see another
guest in the office please wait on the porch until the other person has departed. During higher traffic
times we ask for your patience as all office areas will be cleaned and sanitized frequently and at least
once per hour. We thank you for your understanding with this procedure.
We will display appropriate signage throughout the resort to keep you informed of guidelines, changes,
and reminders. The office staff is here to help and will gladly assist with any questions that you have via
email or over the phone.
Check-in time is 4pm. Please adhere to our check-in time and do not arrive early unless arranged prior
to your arrival. Early check-in cannot be promised during this unprecedented time. In order to ensure
that our housekeeping and maintenance staff can maintain a safe and healthy environment we kindly
ask that you do not arrive early. There are extra steps required to prepare the facility for your arrival,
while keeping our staff safe and healthy, therefore your cooperation is needed and appreciated.
Guests will be advised to practice social distancing by standing at least six feet away from other groups
of people not traveling with them. Seating areas, Restaurant tables, and other physical layouts will be
arranged to ensure appropriate distancing. Employees will be reminded not to touch their faces and to
practice physical distancing by standing at least six feet away from guests and other employees
whenever possible. All resort departments will comply with, or exceed, government mandated
Hand sanitizer dispensers, touchless whenever possible, will be placed at key guest and employee
entrances and common areas such as the reception area, restaurant entrance, fitness room and resort
Signage will be posted throughout the property reminding employees of the proper way to wear, handle
and dispose masks, use gloves (in positions deemed appropriate by medical experts), wash hands,
sneeze and to avoid touching their faces.
Employee & Guest Health Concerns:
Our employees have been given clear instructions on how to respond swiftly and report all presumed
cases of COVID-19 on property to the proper authorities. We will be ready to provide support to our
guests. Employees are instructed to stay home if they do not feel well and are instructed to contact a
manager if they notice a coworker or guest with a cough, shortness of breath, or other known
symptoms of COVID-19. Employees and guests who are exhibiting any of the symptoms of COVID-19
while at the property are instructed to immediately notify their manager (employees) or the resort
office (guests). Each employee will be required to have their temperature taken prior to starting their
shift. Any employee with an elevated temperature of 99 degrees or higher will be sent home and will
be directed towards medical care and provided with resources and recommendations based on CDC and
local health authority guidelines.
Hand Washing. Correct hygiene and frequent handwashing with soap is vital to help combat the spread
of virus. All employees have been instructed to wash their hands, or use sanitizer when a sink is not
available, every 60 minutes (for 20-seconds) and after any of the following activities: using the restroom,
sneezing, touching the face, blowing the nose, cleaning, sweeping, mopping, eating, drinking, entering
and leaving an amenity on the property, going on break and before or after starting a shift.
All employees will receive training on COVID-19 safety and sanitation protocols with more
comprehensive training for our teams with frequent guest contact including Housekeeping,
Maintenance, Food & Beverage and Office Staff.
Personal Protective Equipment (PPE):
Appropriate PPE will be worn by all employees based on their role and responsibilities and in adherence
to state or local regulations and guidance. Training on how to properly use and dispose of all PPE will be
mandatory. Every employee entering the resort will be provided a mask and required to wear that mask
while on property. Gloves will be provided to employees whose responsibilities require them as
determined by medical experts including housekeeping and public area attendants and staff in direct
contact with guests. Hand sanitizer will be provided to all resort employees to ensure they can sanitize
their hands when a handwashing sink is not available.
Guest Sanitation Amenities:
A spray bottle of sanitizer will be provided in each room for guest use (subject to availability and stored
out of reach of small children). Please do not flush any cleaning wipes. Our septic system and
treatment plant are sensitive and your cooperation is appreciated. Also, masks are required in spaces
where social distancing is not possible. If you need a mask to use during your stay please contact the
front desk and we will gladly provide one for your safety.
Cleaning Products and Protocols:
We use cleaning products and protocols which meet EPA guidelines and are approved for use and
effective against viruses, bacteria and other airborne and bloodborne pathogens. We are working with
our vendors, distribution partners and suppliers to ensure an uninterrupted supply of these cleaning
supplies and the necessary PPE. The housekeeping department will be making regular rounds and will
be cleaning all public areas of the resort every hour or if otherwise needed based on demand. UV
lights have been installed in the HVAC system to purify the air intake in each lodge.
Public Spaces, Communal Areas, Golf Carts:
The frequency of cleaning and sanitizing has been increased in all public spaces with an emphasis on
frequent contact surfaces including, but not limited to, front desk check-in counters, elevators and
elevator buttons, door handles, public bathrooms, room keys and locks, stair handrails, gym equipment,
dining surfaces, seating areas and golf carts.
Guest Room Cleaning and Maintenance:
Industry leading cleaning and sanitizing protocols are used to clean guest rooms, with particular
attention paid to high-touch items including television remote controls, toilet seats and handles, door
and furniture handles, water faucet handles, nightstands, telephones, in-room control panels, light
switches, temperature control panels, alarm clocks, luggage racks and flooring. When possible, a lodge
will remain empty for a certain period of time prior to a staff member entering for cleaning. We also
have a sanitizer fogger which will be used on all guest rooms to mitigate any germs. Our maintenance
staff will only enter a lodge on an emergency basis.
While you are here:
To keep our guests & staff safe, we will not have daily housekeeping (Oak Tree Lodge units) or cleaning
service during your stay. Housekeeping will only enter vacant rooms at the end of the stay AFTER the
guests check out. We will provide extra supplies upon request. Guest packages and supplies delivered
to the rooms will be placed outside the guest room. Housekeepers and Maintenance will be instructed
to not enter any occupied room unless there is an emergency.
Back of the House:
The frequency of cleaning and sanitizing will also increase in high traffic back of house areas with an
emphasis on the employee entrances, restrooms, offices and employee break areas.
Shared tools and equipment will be sanitized before, during and after each shift or anytime the
equipment is transferred to a new employee. This includes phones, computers and other
communication devices, payment terminals, kitchen implements, maintenance tools, cleaning
equipment, keys, time clocks and all other direct contact items used throughout the resort.
The pool and grotto will be open when the NYS Health Department allows. Pool seating will be
configured to allow for at least six feet of separation between groups of guests. The tables, chairs and
other high touch surfaces will be sanitized on a regular basis and after each use.
Cleaning & Sanitizing Protocol:
The host desk including all associated equipment to be sanitized at least once per hour. The service
stations, beverage stations, counters, handrails and trays to be sanitized at least once per hour and
logged by a manager. POS terminals will be sanitized between each user and before and after each
shift. The servers will sanitize their hands after each use. Dining tables, bar tops, stools and chairs to be
sanitized after each use. Condiments containers will be washed after each use and we will use single
use containers when possible. Check presenters, pens and all other reusable guest contact items will be
either sanitized after each use. We will use single use menus and discard them after each guest. The
staff will sanitize trays (all types) and tray stands after each use. Food preparation stations to be
sanitized at least once per hour and the kitchens will be deep cleaned and sanitized at least once per
day. For the time being we will use disposable napkins.
Physical Distancing Protocol:
The Hosts and Managers will help to manage physical distancing at entries and waiting areas. Peak
period queuing procedures to be implemented when guests are not able to be immediately sat. Seating
will be rearranged to adhere to required social distancing protocol. All food and beverage items to be
placed on the table or bar surface instead of being handed directly to a guest.
We look forward to hosting you and kindly ask that you
have patience while we navigate this unprecedented time.
We promise to revisit all items in this plan as the situation
evolves. All measures taken are our promise to you to ensure
a safe, healthy and happy vacation experience.