Learn How We’re Protecting our Guests

Update: Beginning June 15, 2021 pandemic restrictions will be lifted, with the exception of our mask mandate. Please make yourself familiar with our current safety standards and protocols.

The health and safety of our Associates, Guests, and local community is our number one priority. We have established the following protocols to ensure you have the best experience possible during these challenging times. We are closely monitoring the Centers for Disease Control, World Health Organization, and local Government and Public Health Departments and follow their Guidelines regarding Covid-19.

Maintaining social distancing continues to be the most effective method of stopping the spread Covid-19. We have established new standards and procedures throughout the property to ensure we are adhering to the highest level of protection. This plan lays out the procedures we have put in place to keep our associates, guests, and owners safe.

FAQ background
Cancellation Policy

In response to these challenging times we have updated our Cancellation Policy and will allow a full change or cancellation without a charge up to 72 hours prior to arrival unless a non-refundable promotional rate is booked.

  • Anyone with a doctor’s recommendation to self-quarantine will be able to cancel without penalty at anytime.
  • Anyone who has knowingly been exposed to someone with Covid-19 will be able to cancel without penalty at anytime.

We have added signage throughout the property for our guests as well as additional signage for our associates in staff areas reminding them to use their personal protective equipment (PPE), hand washing requirements and social distancing policy.

We have placed automatic hand sanitizer dispensers in all public areas for guest and associates use. We have also created a custom hand sanitizer dispenser located in each guest room.

  • Associates are instructed to stay home if they do not feel well and to report to a manager if they notice other associates displaying any symptoms of COVID-19 while on property.
  • Associates have all received COVID-19 training on the proper safety and sanitation protocols set up for each of their individual departments.
  • All associates are instructed to wash their hands at least every 60 minutes with soap and water for a minimum of 20 seconds, or to use sanitizer if soap and water is not available. In addition, they must wash hands after using the restrooms, sneezing, touching their face, eating, cleaning and before and after every break.
  • All associates must disinfect all workspaces including any personal items such as cell phones and radios.
  • All Associates will wear appropriate Personal Protective Equipment (PPE) based on their responsibilities at the resort, masks and gloves will be provided to all associates o Schedules will be adjusted to provide social distancing and limiting the number of associates working together throughout the resort.
  • Associates must report to management if they feel they may have been exposed to anyone who has tested positive for COVID-19.
  • Associates have been instructed to notify management immediately of any presumed cases of COVID-19 on property.
  • Associates have been instructed to notify management immediately if they notice an associate or guest exhibiting symptoms of COVID-19 such as cough, shortness of breath or other known symptoms.
  • Any guest on property who is exhibiting symptoms of Covid-19 are asked to notify Resort Management immediately.
  • If we are alerted of a presumptive case of COVID-19 at the Resort we will work with the El Dorado County Health Department to follow the appropriate actions and recommendations.
  • The guest’s room will be removed from service and quarantined immediately upon guest departure.
  • The room will not be returned for service until the case has been confirmed or cleared.
  • In the event of a positive case the room will be taken out of service for a minimum period of 72 hours and returned only after a proper cleaning and sanitation by a licensed third-party company.
  • We have provided our staff with EPA-approved cleaning products effective against viruses such as COVID-19.
  • We will be using Electrostatic Sanitizing Sprayers to improve the level of sanitizing throughout the property.
  • Housekeeping uses top-rated vacuums with Whole Machine Filtration system that traps 99.99% of particles as small as 0.3 microns – expelling cleaner air.

All items will be washed with proper approved cleaning agents and at a high temperature in accordance with CDC guidelines.

  • We will promote social distancing and instruct our guests where to wait if there are other guests checking in.
  • Guests will be seated at a distance of 6 ft from associates during the check in process.
  • Guests will be pre blocked and sanitized room keys will be provided.
  • Desk, chairs, pens will all be sanitized post guest check in.
  • Bellman will escort Guests to their room for room location and can assist with luggage.
  • Bellman will wear a mask and gloves and change after each use.
  • Bell carts will be sanitized after each use.
  • Lobby coffee station and magazines have been removed.
  • We will continue to offer complimentary champagne at check in.

Any guest requests can be completed using their personal cell phone. You may call 530-541-5263.

  • All Guest Rooms will be cleaned and sanitized prior to check in using COVID-19 approved disinfectants.
  • Sanitized rooms must be approved by Management prior to being released for guest occupancy.
  • Non-essential items have been removed from the rooms such as magazines, notepads.
  • Information will be on one-time use paper and replaced for each guest.
  • Extra pillows and throws not easily cleaned will be removed from rooms.
  • We will not provide daily housekeeping service for stayover guests.
  • Guests may request additional linens and towels or additional amenities and an associate will drop off to the room.
  • Trash pick-up on request, please leave the sealed bag in front of the room.
  • All deliveries will be performed by associates with protective face masks.
  • Extra pillows and blankets will be delivered upon request.
  • Guests must leave the room for a period of 3 hours to limit contact.
  • Staff will enter the room after a period of 3 hours and must wear gloves and protective masks at all times.
  • All doors and windows to be opened to air out the room.
  • Only EPA Approved cleaning products to be used for cleaning.
  • All proper cleaning standards and protocols are used to clean the room.
  • Fresh gloves are used after cleaning to finish making up the room and using fresh towels and linens.
  • Any cleaning rags will be changed out for each room cleaned.
  • All cleaning equipment will be cleaned and disinfected after each use.
  • Housekeeping staff will wear disposable gloves and protective masks.
  • All doors and windows to be opened to air out the room.
  • Strip all towels and linen items in the room and remove from room to send out to be cleaned.
  • All linen and towels cleaned with the highest standards of cleaning protocols and safety measures required.
  • Remove all paper products from the guest room and replenish with new items.
  • Clean and disinfect all areas of the room with extra detail on high touch areas such as all door handles, light switches, faucet and toilet handles, locks, TV remotes, drapery pulls, coffee maker, minibar, fridge.
  • Soft surfaces such as sofas, outdoor furniture will be sprayed with a Neutral Disinfectant Cleaner.
  • Clean and disinfect waste basket and recycle bin.
  • Vacuum all rugs. Vacuums use hemp filter vacuum bags.
  • Fresh gloves used after cleaning to finish making up the room and using fresh towels and linens.
  • All cleaning equipment will be cleaned and disinfected after each use.
  • Hand sanitizer available in all public areas.
  • Disposable sanitizer wipes available for all staff to wipe down any area or equipment that staff comes in contact with.
  • Wear Disposable gloves and protective masks.
  • All doors and windows to be opened to air out the room.
  • Remove all paper products from restrooms and replenish with new items.
  • Clean and disinfect all areas with special attention to high touch areas in restrooms such as all door handles, light switches, faucets and toilet handles, locks.
  • Clean and disinfect waste basket and recycle bin.
  • Fresh gloves used after cleaning to finish making up the room and using fresh towels and linens.
  • All cleaning equipment will be cleaned and disinfected after each use.
  • Increased Public Areas staff will be assigned throughout the property to perform cleaning and disinfecting of areas on a more frequent basis.
  • All public restrooms sanitized every hour and signed off by staff when completed.
  • Fitness Center cleaned and sanitized every hour.
  • Hotel shuttle will be cleaned and sanitized after each use.
  • Shuttle capacity will be reduced for each trip to promote physical distancing.
  • No guest valet parking will be offered at this time.
  • Uber and Lyft are available in this area.
  • We have reduced seating in Jimmy’s restaurant so that we may follow social distancing. Some tables and bar stools have been removed.
  • Meeting and banquet rooms will have new set ups to allow for social distancing.
  • Increased outdoor seating wherever possible with social distancing of 6 feet.
  • Inquire about outdoor Banquet and Catering Events in one of our many outdoor settings.
  • All kitchens to be fully cleaned and sanitized at least once a day.
  • All kitchens will receive a deep cleaning overnight using COVID-19 approved disinfectants.
  • All dining tables, chairs, bars and bar stools will be sanitized after each use.
  • All menus will be changed to disposable, recyclable single use.
  • Check presenters and pens will be sanitized after each use.
  • Computer terminals sanitized after each use.
  • Condiments will be served in single use containers.
  • All straws will be paper wrapped.
  • All biodegradable disposable utensils will be packaged in sealed bags.
  • Sanitizing wipes will be available to all guests for personal use.
  • Grab-and-Go items will be individually packaged.
  • Wine previously available in the guest room will be available in the retail area for purchase.
  • Retail area will be sanitized after each guest use.
  • All equipment will be cleaned and sanitized after each use.
  • Paper menus in the room will be disposed of after each guest checks out.
  • Orders will be left at the room door in disposable containers.