We are committed to your health and safety
In The Charming Concept we know how important it is for you to know the conditions in which you are going to find the apartment where you are going to stay in, as well as how the arrival process is going to be, that is why we have prepared this guide with useful information about of our protocols and procedures.
Inquiries telephone number: + 34 910 420 200
Our health and safety protocol
Check-in
The receptionist will wear a mask at all times and keep a minimum social distance of 2 meters. Due to security reasons, it will not be possible to assist guests in the transporting of their luggage.
Check-out
Check-out services are not carried out. The guest will leave the keys inside the apartment on the day of departure and will shut the door. The apartment will be only inspected after the guest leaves the premises.
During the stay
Gatherings in the common areas of the building are not allowed. Using the lift at the same time with people who are not staying in the apartment are prohibited as well.
Temperature check
During the check-in process, the receptionist will take a temperature measurement of all guests staying in the apartment using a non-contact thermometer.
Amenities
It is offered in all apartments: hand sanitizer gel dispenser, shower gel, shampoo, hand soap and cleaning products. All these amenities are disposable and individually packed.
Cleaning of the apartments
Cleaning staff are provided with training in the use of new disinfectant products, their proper use and the specific protocols and procedures to be followed in the accommodation.
Disinfectant products
New sanitary products and disinfectants approved by the Spanish Ministry of Health are being used. You can check out technical specifications of the products used for cleaning the apartment clicking on the following link.
Textile management
We have put in place an independent collection circuit of used bed linen and towels and another separated for the delivery of clean bed linen and towels to avoid possible cross contamination.
Maintenance of the accommodations
If any of the elements of the apartment stops working or it is damaged and the assistance of maintenance personnel is required, our maintenance member will take every personal protection measure and if possible, will access the apartment when the guests are not inside to keep social distance as much as possible.
COVID-19 information phone for Madrid
+34 900 102 112
COVID-19 information phone for Catalonia
061
What to do if you feel any symptoms compatible with COVID-19?
If you have symptoms of acute respiratory infection: fever (above 37.5 degrees), dry cough or feeling of shortness of breath; Other atypical symptoms may occur, such as a sore throat, loss of smell or taste, muscle aches, diarrhoea, chest pain, or headache:
-
Do not leave the apartment and contact by phone call the health service listed below.
-
Avoid contact with other people, as much as possible, within your home and take extreme measures of prevention and hygiene (hand washing, disinfecting surfaces, etc).
-
Contact our agency so that we help you and follow-up on your situation.
If you have any emergency please call:
112
Information to take into consideration
Check-in
- The welcoming of the guests may take place in our office, reception or in the accommodation. The keys or access cards will be delivered disinfected and sanitized.
- Before starting the check-in process, EVERY guest will make use of the hand sanitizing solution at the time of entering the accommodation. If the guest comes with gloves on their hands, it will be necessary to remove the gloves and apply the sanitizing gel directly to the hands.
- While the receptionist stays inside the apartment, the use of a mask by ALL guests is mandatory.
- The receptionist will be required to wear the mask at all times during the check-in process.
- Receptionist´s work tools such as pens, keys, POS… will be disinfected after each check-in with a sanitizing solution and also overnight using UV light.
- The receptionist is not allowed to handling the luggage of the guest.
- The 2 meters social distance between the receptionist and guests will be respected at all times.
- The guest must be aware of the rules and restriction measures applied by the Government of Spain, as well as the possible quarantines that are established. Since this information is updated every week, you can check here the updated information of the Spanish Health Ministry.
Check-out
In order to avoid as much contact as possible between our staff and guests, checkout services will not be carried out:
- On the day of departure, the guest will deposit the keys inside the apartment and properly close the door.
- The lights in the apartment will be switched off and at least one window will be left open so that the apartment will be ventilated.
- Trash and left overs will be thrown in the bins on the street the night before departure. Any trash from the morning on day of departure will be left inside the apartment bins.
- The apartment will be left in a reasonable cleaning condition.
- It is possible that departures after 11:00 am are not allowed, since the time used for cleaning and disinfection is longer than the usual one.
- After departure of the guest, our staff will inspect the apartment to verify that no damage has occurred, in order to process the refund of the security deposit.
During the stay
In addition to the basic cohabitation rules in a building, which include not taking any type of action that could cause harm to people living in the same building, such as unauthorized parties, noise that prevents rest at night, unhealthy activities… special attention should also be paid to:
- Please avoid using the elevator together with the rest of the people living in the building. It can be used in group, but as long as all the members of the group are staying in the same apartment. The use of stairs instead of the elevator is recommended.
- It is mandatory the use of a mask inside the building: Lift, corridors, entrance, common areas…
- The use of building common facilities such as gyms, swimming pools, solariums, playgrounds or any community use facility is not permitted. In the event that the Ministry of Health updates these measures, they will be updated on this website as well.
- Please avoid touching any installation of the building as much as possible with your hands (handrails, switches …).
- After returning from the outside of the accommodation, and before touching any item inside the apartment, the use of hand sanitizing gel is mandatory.
- The Government of Spain urges that the use of the mask is mandatory both in open and closed spaces.
Temperature check
The receptionist will check the temperature of all the guests who will be staying in the apartment using a non-physical contact thermometer.
The result of the temperature taking will be offered to guests for information.
In the event that the temperature exceeds 37.5 ºC, the receptionist will offer the client clear instructions on the measures to be taken, which can be find here for the Community of Madrid and here for Catalonia.
Amenities
The following amenities are available to our guests in each one of our apartments:
- Dispenser with a hand sanitizing solution: The guests must use it whenever they come from outside, as an additional measure after hand washing. You can check here the information safety data sheet of the product.
- Shower gel, shampoo and had soap: individually packed.
- Kitchen cleaning products: In a sealed container and exclusively for the guests of each reservation. When using the washing machine and the dishwasher (in the case that the apartment has one) it is recommended to set programs with temperatures above 60 ºC.
Cleaning of the apartments
The Charming Concept SL has subcontracted the cleaning service and textile management for the apartments the company Del&San SL, and The Charming Concept SL carries out frequent audits to verify that the service is provided according to the required quality and safety standards.
The cleaning of the accommodations has always been carried out very exhaustively. Under current sanitary emergency conditions, cleaning protocols must be reinforced and disinfection must be increased to guarantee the safety of our clients.
Upon arrival to the apartment, ventilation of the entire accommodation will be carried out for a minimum time of 10 minutes, as advised by FEVITUR (Spanish Federation of Housing Associations and Tourist Apartments).
Cloths, mops, scouring pads and other reusable items should be immersed for at least 5 minutes in chlorinated water, disinfectant or equivalent solution after cleaning.
Cloths, mops, scouring pads and other reusable items will be immersed for at least 5 minutes in chlorinated water, disinfectant or equivalent solution after each cleaning.
The same cloths, scouring pads and mops cannot be used for cleaning bathroom, kitchen and room furniture.
In any object that cannot be disinfected with chlorinated products, other based on 70% alcohol products, bio-alcohols or quaternary ammonium products will be used.
Special and reinforced cleaning will be done to the door handles, knobs, TV control, other electronic devices, taps, windows, doors, furniture in the bathroom, bedroom, living room or kitchen, hair dryers, trash cans, telephones, switches, tables, side tables, chairs, armchairs, coffee machines, toasters, lamps, cranks, sockets, rails, mechanisms for opening curtains and blinds and all those furniture surfaces existing in the accommodation.
Cleaning staff are provided with training in the use of new disinfectant products, their proper use and the specific protocols and procedures to be followed in the accommodation.
Cleaning staff members will be provided with masks, disposable gloves and will have gel or hand sanitizer solution and trash bags.
Disinfectant products
The apartment has been cleaned, sanitized and disinfected with professional products.
The disinfectants used are in the Ministry of Health official list of permitted products and with bactericidal efficacy against COVID-19.
You can view the technical specifications of the products here:
Textile management
Dirty bedding and towels will be collected by cleaning staff in closed bags. Cleaning staff will have appropriate PPE and will NOT shake the linen.
To avoid cross-contamination of dirty laundry with the clean one during cleanings, dirty laundry in the apartment will be beforehand collected and stored in different coloured bags and always before opening the clean laundry bag.
After picking up the dirty clothes, the cleaning staff will disinfect their hands with soap and water or, using hydro-alcoholic gel if they are wearing gloves.
Del&San SL has an external laundry service, ELIS, one of the main companies in Spain that works as a supplier of clothing for hospitals, residences, hotels… ELIS guarantees the safety and hygiene protocols required by the Spanish Ministry of Health.
Maintenance of the accommodations
If any of the elements of the apartment stops working or it is damaged and the assistance of maintenance personnel is required, our maintenance member will take every personal protection measure and if possible, will access the apartment when the guests are not inside to keep social distance as much as possible.
In the event that it is very urgent or the absence of clients is not possible, the maintenance staff will adopt specific preventive measures and safety distance from the client will be kept at all times.
The Charming Concept es una empresa de servicios dedicados a la gestión integral de pisos y apartamentos turísticos en Madrid. Gestionamos el alquiler vacional de Airbnb, Booking.com, Tripadvisor, Homeaway...
SERVICIOS
SOBRE NOSOTROS
RESERVAS
+34 910 420 200
Calle de las Veneras 9, Planta 6, Puerta Dch.
28013 MADRID (ESPAÑA)