There is no doubt that the COVID-19 pandemic has impacted ALL OF US, but few more than the travel and hospitality industry. As the world slowly opens up again in the wake of the COVID-19 pandemic, hotel stays are set to be different. Some favorites have to be changed or stopped - goodbye buffet breakfasts - and hello to new protocols introduced to ensure that travelers and staff feel safe and protected. Here are some of the ways in which we expected our first stay in a hotel since shutdown of the world began, and what actually happened. We will follow with a review of the hotel itself: the Costa d'Este in Vero Beach, Florida.
The sleepy seaside village of Vero Beach has a secret. This Florida beach town, known for its year-round cultural arts scene, is home to another hidden jewel, a place where summer romance sizzles to a Latin beat, surrounded by fantastic restaurants, museums and theaters.
This was an exciting trip for LTD! Not only were we able to visit a hidden gem near one of our favorite meaningful museums, the National Navy SEAL UDT museum, but it was our first trip out after the COVID-19 pandemic caused a worldwide shutdown of most travel.
Generally it is accepted that hotel stays will change in several ways after the COVID-19 pandemic, and we expected the differences during this stay. Here is what we expected and what happened during out stay.
1. Cleanliness
We believe it will be key for accommodation providers to openly display this information to help set accurate expectations and bring travelers additional reassurance as they search, book and begin to experience the world once again. Larger chain hotels, such as Hilton, have published an extensive guide to their COVID-19 initiatives. We expected a clear explanation of the enhanced cleaning procedures at check in but that was not provided. When I asked later after our arrival what to expect for cleaning and housekeeping services, I was told that to limit entry into guest rooms, housekeeping would not be entering the rooms to make the bed, empty trash, replenish amenities, clean or change towels except every 4th day. After two days I did receive the "Welcome Kit" that had more information about enhanced cleaning services and lack of daily room maintenance. This kit also included a mask, hand sanitizer garbage bags and little else. The hotel was very good at providing the items we needed replenished and taking our garbage that we placed outside the door, but we wish that we didn't have to ask to find these things out. Here was the "Welcome Kit" we received, and if you look closely you will see items were missing. We believe these kits could be very useful and we recommend all hotels provide them.
Also we suggest that ALL hotels have an informational page on their website outlining enhanced cleaning and hygiene procedures - the Costa d'Este does not have this but it would be easy to implement. Frequent locations for hand sanitizing stations should be present within the facility, and the Costa d'Este had some placed throughout the hotel, but we would like to see them at every elevator location on every floor which we wasn't the case.
2. Dining
You probably know that we love the American Express Fine Hotels and Resorts program. One of our favorite things to do while traveling is to have a luxurious European buffet breakfast to get our day going when traveling. It will be a long time until you experience this again! The breakfast buffet will likely become a thing of the past. Most restaurants are offering "grab and go" options or a limited menu to be served. We didn't expect to find self-service ice machines either, but the Costa d'Este had them...
3. Technology
Some hotels such as are implementing enhanced technology to allow for touchless operation of items in the hotel room such as check in, communication with front desk, door lock, lights, television, internet etc. For example through the Marriott app, you can checkin or contact the front desk for extra towels, or other needs without having to touch the room phone. Or Viceroy hotels are using Amazon Alexa in some properties to control the technology in guest rooms, and contactless or low-touch solutions around check-in and payment for goods and services is one of the recommendations of the US Travel Association. There were no such offerings at the Costa d'Este.
4. Fitness
With gyms being some of the last locations to reopen after the pandemic (for good reasons!) we expect that hotel gyms will be likely either not opened or drastically changed with things like time-slots or spaced machines and enhanced cleaning services.
At the pool guests should expect at least six feet of distance between lounge chairs. According to the most experts, swimming pools should be safe against microbiological hazards as long as they’re chlorinated properly and operated according to standards. It is recommended to follow government advice on social distancing in the pool, and that enhanced disinfection procedures should pay particular attention to door handles and surfaces. Unfortunately, we didn't see any of these procedures at the gym, the pool and even saw servers at the pool with masks around their chin rather than covering their faces.
5. Check-in
Where they are not executed on a self-service basis, changes to check-in procedures may include the installation of social distancing floor decals, front desk sneeze guards and hand sanitizing stations. Some hotels may require guests to take temperature checks before entering the hotel or while staying there. The Costa d'Este had sneeze guards, but the desk staff often bent over to speak though the openings if a guest couldn't hear well, weren't wearing masks and handled our id's and credit cards directly.
6. Minimalism
While we love the luxury touches in hotel rooms and have blogged about it many times like our visit to Milan, it looks like minimalism will be the way forward in reducing the number of items that need to be disinfected. This means possibly waving goodbye to complimentary pens, paper, magazines, maps and guest directories, and other items that we love but are not crucial to the room. The Costa d'Este was supposed to include this in their "Welcome Kits", but didn't have them in the kits we received.
7. Masks
It has become controversial whether individuals should be wearing masks. It is our opinion that all hotel staff and servers should be wearing masks. We also would like to see more enforcement of patrons wearing masks as well. Masks should be provided by the establishments (we received one mask per room for our stay at Costa d'Este which arrived on the day we left), and patrons should be wearing them in common areas in our opinion, where social distancing is not possible. For example, the lobby of the Costa d'Este is so small that one cannot social distance and we repeatedly had to walk through this area. There were only one or two guests wearing masks during our stay and maybe more would have if they were provided by the hotel!
Now let's get on with our review!






























