Policies and Procedures

COVID – 19 UPDATE

We are pleased to share that our beloved Turks & Caicos Islands are now open to welcome international travelers!

The safety and well-being of our guests, team members, and community remain a top priority and are following the highest guidelines provided by the CDC, WHO, and CARPHA as we welcome you home to our beautiful by nature Turks & Caicos Islands. Below you will see a detailed outline of our current entry requirements as well as our updated practices and procedures.

We look forward to having you with us and should you have any inquiries, please contact us at [email protected]

TURKS & CAICOS ENTRY REQUIREMENTS

Testing Requirements –  All incoming guests with the exception of children under 10 years of age must receive a negative COVID-19 RT-PCR nasal swab test, within 5 days of your scheduled arrival date. (Blood Draw, Antibody, or rapid testing is not acceptable for entry to Turks & Caicos.)

Children under 10 years of age are not required to provide proof of testing.

TCI SAFE™, in conjunction with TCHTA, has selected NLC Labs as its preferred partner to deliver an approved and affordable COVID-19 PCR Testing package.

Additional testing directory sites;

eTrueNorth Testing Sites – NY, CT, NJ, TX, and other states via drive-thru testing, results in 3-5 days.

Community-Based Testing

Drive-Thru Testing

*Please contact your Primary Care Physician who may recommend alternative testing options.

The following is required to be noted on the official documentation of the laboratory that conducted the COVID-19 test;

(a) the name, address, telephone number and email address of the laboratory at which the PCR COVID-19 test was conducted;

(b) the date the PCR COVID-19 test was conducted;

(c) the full names, date of birth and address of the person tested for PCR COVID-19;

(d) the results of the PCR COVID-19 test conducted in relation to that person.

PCT test dates

PCT test dates

Insurance Requirements – At this time the Turks & Caicos Government requires all incoming travelers to be in possession of Travel Insurance that covers Covid-19 in-country medical treatment, the cost of quarantine, and repatriation/medivac insurance.

The TCHTA, in conjunction with TCI SAFE™, has created an approved and affordable insurance package for you and your family.

Below are several additional recommended TCI assured insurance partners.

TCI Assured Portal – Once you have received your negative test results document and fulfilled the Insurance requirements, these documents must be uploaded electronically to the TCI Assured portal within 72 hours prior to arrival in the Turks and Caicos Islands. Each applicant will be provided with a username and password to access the application so that it can be completed in multiple sessions. Once submitted the information is then verified and a TCI Assured Travel Authorization sticker will be issued to the traveler.

As a precautionary measure, please ensure to print two copies of each document to bring with you.

There is no Quarantine period required upon arrival to the Turks & Caicos Islands for visitors once they have tested negative for the virus.

To Access the TCI Assured Portal

For more information on the TCI Assured Program

Should you need any assistance with the portal please contact [email protected] or via telephone (649) 232-7233, (649) 232-5900 (8 am to 9 pm 7 days per week)

TCI Safe Portal – Once on Island, wherever you see the TCI SAFE™ logo, you and your family can be assured that the highest levels of safety are maintained in alignment with Turks and Caicos Ministry of Health, Caribbean Public Health Agency (CARPHA), Center for Disease Control (CDC) and World Health Organization (WHO) standards.

For More information on the TCI Safe Portal

** Please note all information contained herein is for informational purposes only. Grace Bay Resorts, its subsidiaries, and team members are not to be held liable for any changes to policies or procedures as required by the Turks & Caicos Government.

HEALTH & SAFETY PROTOCOLS

Updated 7/14/2020

To ensure your safety and well-being while you are staying at Grace Bay Resorts we have implemented health and safety protocols based on the guidance from the CDC, WHO, and CARPHA.

All of our team members receive continuous training on the highest levels of hygiene and cleanliness standards.
Grace Bay Resorts has established robust protocols to ensure the continuous deep cleaning of its hotels. Each property will undergo a deep clean prior to reopening in addition to implementing various measures to protect against Covid-19.

Once reopened, our enhanced cleaning standards will continue to be monitored and regularly reviewed by each’s property leadership team to ensure your safety and well-being throughout the duration of your stay.

Antibacterial disinfectant products are being used throughout the day at each of our properties to ensure surfaces are cleaned to prevent the spread of Covid-19. These measures are in addition to our already robust hygiene and cleanliness protocols which already mandate common hygiene practices, handwashing facilities, as well as alcohol-based hand sanitizers, and strict guidance on regular hand washing throughout the day.

All team members are well-trained to identify key symptoms of Covid-19, and have been instructed to not to come to work if they are feeling unwell or had contact with anyone who is suspected or confirmed to having Covid-19.

As an added precaution, employees will be temperature screened before starting work. If an employee is displaying any symptoms relating to the virus, they will be sent home and must be cleared by a physician prior to their return.
Additionally, we will be asking all guests to undergo a brief temperature-check upon arrival. Should a guest have a high temperature, or any other visible symptoms consistent with Covid-19, they will be cared for in a separate designated room until suitable onward care can be arranged.

We will continue to explore and make use of digital technology and follow the CDC, WHO, and CARPHA guidelines to ensure you have an exceptional experience at Grace Bay Resorts whilst maintaining your safety and well-being at all times.

For more details on the Turks & Caicos Ministry of Health (MOH)

FLEXIBLE BOOKING POLICIES

Grace Bay Resorts is committed to providing our guests with travel flexibility to ensure you have peace of mind during these unprecedented times, so you can book your travel experience with confidence.

Existing Reservations
All guests with existing reservations with an arrival date on or before July 21, 2020, will be allowed to make changes to their stay without penalty. Deposits previously paid will be applied toward future travel dates. This includes advance purchase bookings and other pre-paid reservations. For Reservations scheduled to arrive on or after July 22, 2020, reservations are fully refundable if canceled on or before 14 days prior to your scheduled arrival date.

New Reservations
All new reservations booked for travel between now and December 22, 2020, will require a deposit of 50% due at the time of booking however reservations are fully refundable on or before 14 days prior to your scheduled arrival date. Within 14 days the deposit will not be refundable.

For a Limited time New Reservations made between now and August 31, 2020, will have a flexible cancel policy of 24 hours prior to the scheduled arrival date. Cancelations must be made by 2:00 PM EST 24 hours in advance of scheduled arrival. A deposit of 50% room and tax will be acquired and will be non-refundable if canceled within the cancelation period.

Third-Party Reservations – Guests who booked with a travel professional or other third parties including online travel are advised to contact their booking provider for further assistance.

Group Reservations – Should you have a group or event booked with us, note that our Sales team will work closely with you and/or your event planner to manage any changes on a case-by-case basis. We are actively supporting you to address any needs of each group, including moving events scheduled prior to July 22, 2020, to a suitable alternative date. For more information on the terms and conditions of group contracts please contact us directly at [email protected]

For full details and to make arrangements for any bookings made directly with us or on our website please contact us via email to [email protected] or phone to 649.946.5757.

Frequently Asked Questions

Ensuring the safety and well-being of our guests, team members, and community remains our top priority. We have implemented a series of new cleaning protocols in order to protect against Covid-19 and ensure even-higher standards of cleanliness through each resort is achieved and maintained. As part of these elevated measures, we will be including additional protocols for team member personal hygiene, removing unnecessary touchpoints, cleaning and disinfecting all areas with a focus on high touch surfaces, and physical distancing practices.

Sanitizer stations are available throughout the resort and frequent hand washing is highly encouraged. Signage will be visible throughout the property where applicable for proper physical distancing practices.

Grace Bay Resort properties have established additional procedures to ensure the regular deep cleaning of its hotels. We will be conducting a full deep clean of all areas at every hotel, prior to re-opening, following these well-established best practices provided by CDC, WHO, and CARPHA.

At this time a brief temperature check, as well as a health questionnaire will need to be completed upon arrival to the Providenciales Airport. We highly recommend to have two copies of each your negative COVID-19 PCR test as well as your insurance coverage documents and the TCI assured certificate for each traveler. Taxis will be available on a cue with social distancing practices. We highly recommend securing appropriate transportation prior to your departure and can do so by contacting our pre-arrivals team at [email protected]

For more details on Airport Protocols Click Here>>>

All Grace Bay Resorts team members will be wearing protective wear, including face covers and disposable hand gloves where applicable. Face coverings will be available for guests, should they be necessary as face coverings are required in all public areas of the resort as well as off property through December 31, 2020. The use of face coverings is not required while seated for dining at any of our restaurants or while enjoying the turquoise waters of Grace Bay Beach and any of our swimming pools. All standard operating procedures will be reviewed and updated accordingly based on guidance from the Turks & Caicos Government.

All Grace Bay Resort properties remain steadfast in our commitment to provide every guest and team member with the highest levels of service and care. Upon arrival, you will be welcomed to paradise, luggage will be disinfected, and delivered to the door of your accommodations.

Although a temperature screening will not take place upon arrival from the airport, A temperature check will take place with contactless thermometers to the forehead when guests return from activities off hotel premises. Should a guest have a high temperature, or any other visible symptoms at any time consistent with Covid-19, they will be cared for in a separate designated room until suitable onward care can be arranged.

Prior to your arrival, deep cleaning of all curtains, fabrics, quilts, pillows, and cushions will take place. All floors, hard surfaces, and high touch surfaces will be cleaned and disinfected with a cleaning product approved to protect against Covid-19.

Every fourth day of your stay during housekeeping service we will use an electrostatic fogger over high touch areas with anti-bacterial disinfectants to maintain your safety and well-being.

There will be a 24 hour period in between guest stays.

Every Accommodation will have disinfectant wipes, hand sanitizer, and a UV sanitizer box for handheld devices, keys, etc.

Valet services will remain available, upon surrender of the vehicle, the attendant will sanitize the driver seat, park the vehicle accordingly, and sanitize the vehicle once more for extra caution.

Dining throughout each of the resorts will remain an exceptional experience with unique offerings and a little more privacy. restaurants will space seating according to physical distancing practices at 70% Occupancy as required by the Turks & Caicos Government. Self Service Buffet will not be available at this time.

Swimming Pools will remain operational. Chlorine levels will be frequently monitored at each of our resorts swimming pools and kept within the operating parameters of regular swimming protocols. Pools will be staffed to ensure adherence to physical distancing around the pool decks.

An attendant will frequently sanitize all equipment after each use. a maximum of eight (8) guests at Grace Bay Club, four (4) guests at West Bay Club, and Point Grace are permitted in the fitness center at any time to ensure proper physical distancing practices. Yoga with David Bowen will continue to take place outdoors practicing proper physical distancing. Each yoga mat will be thoroughly sanitized before and after each use.

Spa services will remain available for your enjoyment. All areas will be thoroughly sanitized before and after each guest, physical distancing practices will be followed at all times.

(Grace Bay Club only) A Maximum of eight (8) persons will be permitted in the boutique at one time, All high touch areas will be sanitized throughout the day, Clothing cannot be tried on in the boutique, and physical distancing will be practiced. For your convenience sanitizing UV wands, face coverings, and a variety of sanitizers are available for purchase.

Children’s program will continue, practicing proper social distancing and an increase in outdoor activities. A maximum of 5 children or one family per day inside the program facilities.

Bicycle rentals and Non-motorized watersports will be sanitized after and before each use.

A Maximum of 4 guests or one family per elevator at any time at Grace Bay Club. At Point Grace and West Bay Club a maximum of two persons or one family per elevator to ensure proper physical distancing measures.

To report a suspected case or potential exposure to COVID-19 please contact the local Coronavirus hotline 649.333.0911 or 649.232.9444 and let them know about your symptoms.

All protocols and procedures will be subject to updates in line with the very latest guidance from relevant health and industry authorities.