At the Lodges at Cresthaven, we understand the current situation is uncharted 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. Owners will be required to arrange for check-in prior to arrival. 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 4 pm. 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 occupancy limits.
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 amenities.
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.
The safety and health of our guests, owners, employees and community are very important to us. Out of an abundance of caution, we have made the difficult decision to temporarily close The Lodges at Cresthaven resort, including the restaurant and all grounds, until May 31st to all guests.
As this situation evolves we will continue to make adjustments to our operations as appropriate. We want nothing more than to welcome guests back as soon as advisable. We appreciate your patience and understanding.
During this time most departments will be closed or running on limited hours. Our in-house reservations and guest services department will remain open with limited hours. If you do not reach us please leave a message and we will return your call as soon as possible. Messages are being monitored.
Please check back regularly for our latest updates. In the meantime, please enjoy our website to help plan your Lake George getaway for when this situation is over. Stay home, save lives.
ADDITIONAL SAFETY MEASURES TO PROTECT OUR GUESTS AND STAFF
At the Lodges at Cresthaven we have always followed stringent cleaning standards. However, during this time, we have increased our efforts throughout the resort. These actions include, but are not limited to, cleaning and disinfecting hard surfaces and frequently touched items in guest rooms and throughout the public spaces on the property. It is important to note that our cleaning materials and supplies meet or exceed industry standards provided by the NYS Health Department and CDC guidelines.
In order to further protect our employees and guests, The Lodges at Cresthaven has implemented a 48 hour vacancy period for all lodges after guest departure when feasible. Therefore, once guest departs a lodge, it will remain unoccupied for 48 hours before being cleaned, sanitized, and made ready for a new guest arrival. If the lodge is unable to sit due to occupancy, it will be sanitized fully using a fogging machine. In order to ensure proper time to clean and sanitize the lodge fully we kindly ask you to adhere to the 10 am check-out time.
Our employees are working hard to keep our lodges free of all germs and viruses by using a fogging machine with disinfectant on all areas of the rooms after each check out and after cleaning has been completed to ensure the safety of our guests and workers. Employees are wearing face masks and gloves which are changed before, during and after the cleaning of each lodge as well as disinfecting all door handles, light switches and general items that are high touch risk in the rooms a second time on the way out.
All common areas on the property are being sanitized multiple times per day with disinfectants that are known to kill COVID-19 as well as multiple viruses, bacteria and germs. Common areas include shared hallways, elevators, game rooms, fitness room, pool areas, grotto, lounge as well as any public use restrooms.
For the near future, lodge operations or maintenance calls will be handled on an “emergency only” basis. Our staff will not enter an occupied lodge unless it is an emergency. As always we will be diligent to ensure that all items in a lodge are in optimal working order.
Cleanliness and sanitation have always been a top priority to the daily operation of The Lodges at Cresthaven. We believe that by taking additional measures we will help ensure we continue to provide a safe environment for our guests and employees.
We are developing a safe plan for a contact-less check-in procedure and will provide updates once we have more information. Your safety and well-being, along with the wellness of our staff, is of upmost importance to us. We look forward to welcoming you! Please stay safe so we can all have fun together in the very near future!