Fairmont Kea Lani, Maui
Even pre-pandemic, the Fairmont Kea Lani, Maui, had already set the bar high when it comes to hygiene and cleanliness, but in response to COVID-19 it upped its game even more.
“These unprecedented times have given us a unique opportunity to adapt and rapidly innovate our business in a way and at a pace we have not done before,” says general manager Michael Pye. “We are able to apply new technologies and systems to care for our guests without compromising the core foundation of what has made Fairmont Kea Lani beloved by so many.”
Parent company Accor partnered with a team of well-credentialed public health experts to develop new standards of safety and enhanced operational procedures, and by November 1, 2020, those beefed-up protocols were solidly in place and the resort was primed and ready for visitors.
Pre-travel, registered guests can chat with a member of the resort’s guest experience team who will answer their questions and brief them on everything they need to know when they arrive on Maui. “This provides them the opportunity to have a personalized conversation about what to expect while staying with us,” Pye explains.
Guests will be informed about a new check-in process which includes a health screening, a temperature check, travel-related questions and verification of participation in Hawai‘i’s Safe Travels program. The resort’s traditional lei greeting looks a little different, too: The garland is now presented on a tray to maintain physical distancing. For a contactless experience from check-in to check-out, smartphone carrying guests can download an app that provides digital menus and enhanced chat and menu ordering options.
Of course, these measures are subject to change with the ever-evolving nature of the pandemic. “Our protocols will remain fluid to ensure we are adhering to all guidelines and recommendations outlined by the CDC, local authorities and expert advisors,” says Pye.