The Kahala Clean Promise

 

The Kahala’s Health & Safety Protocols were carefully developed in accordance with the directives from the World Health Organization (WHO), Centers for Disease Control and Prevention (CDC), Hawaii State Health Departments and local Governments.

For the safety of our guests and employees, we have implemented new staff training on cleaning and disinfectant techniques, use of PPE, and contact tracing.  All social distancing guidelines are being followed and the presence of hand sanitizer stations have been increased throughout the resort.


Guest Well-Being

Hand Sanitizer Stands
Hand sanitizer dispensers are placed at key guest entrances and high contact areas such as front desk, front drive, concierge desk, restaurant entrances, retail outlet entrances, and meeting spaces.

Wearing a Mask
Guests will be required to wear a mask in all public areas. If guests don’t have a mask the hotel will provide one.

Covid-19 Instructions
Guests will be given Covid-19 instructions/guidelines letter on their guest room confirmation and upon check in at the front desk.  They will be asked to sign an acknowledgement form for the understanding of following the guidelines. It is expected that all guests follow these guidelines while on the hotel property for everyone’s wellness. Guests who are exhibiting any of the symptoms of COVID-19 while at the property are instructed to immediately notify a manager or hotel security.

Also, our employees have been given clear instructions on how to respond swiftly and report all presumed cases of COVID-19 on property. Employees are instructed to stay home if they do not feel well and contact a manager if they notice a coworker or guest with a cough, shortness of breath, or other known symptoms of COVID-19.

Protective Shield
Plexiglass Guard Shield are placed at specific locations, such as front desk, host stands, and pool kiosk to minimize the risk of potentially spreading the germs.

Signage
Health and Safety guidelines are placed throughout the property.

Kahala Team Well-Being

Hand Washing
Good hygiene and frequent hand washing with soap is vital to help combat the spread of the virus. All employees have been instructed to wash their hands every hour for a minimum of 20-seconds.

Personal Protective Equipment (PPE)
Appropriate PPE will be worn by all employees based on their role and responsibilities. Training on how to properly use and dispose of all PPE will be mandatory.

  • Every employee entering the resort will be provided a mask and required to wear that mask while on property. Gloves will be provided to employees whose responsibilities require them including housekeeping and public area attendants.
  • All employees must wear gloves especially when handling cash.  

COVID-19 Training
All employees will go through training on COVID-19 safety and sanitation protocols. More comprehensive training will be conducted for our teams with frequent guest contact including housekeeping, restaurants, front desk, front drive, concierge desk, and security. 

Employee Entrance
Each employee will go through a temperature check station prior to starting their work shift. Anyone displaying a temperature over 100.4°F will not be allowed entry to the property and will be directed to go home and seek appropriate medical care.

Physical Distancing
Employees and guests will be advised to practice physical distancing by standing at least six feet away from other groups of people not traveling with them.

Hand Sanitizer Stands
Hand sanitizer dispensers are placed at key employee contact areas such as the employee entrance and service elevator landings. Each department has hand sanitizer available for staff use. 

Signage
Health and Safety signage are placed throughout the back of the house.

Physical Distancing

Guest Check-in/out
There are Kahala flowers placed on the floor in front of the front desk indicating the location of where guests may stand when waiting in line.

Back of the House
Physical distancing will be followed in the colleague dining rooms, uniform areas, training classrooms, shared office spaces and other high use areas.

Restaurants
Each seating will be six feet apart from each party.

Hotel Guest Elevators
There are Kahala flowers placed on the floor indicating the location of where guests may stand.

Cleaning Products and Protocols

Cleaning Products
Our resort uses cleaning products and protocols which meet Department of Health and Centers for Disease Control guidelines. We are working with our vendors, distribution partners and suppliers to ensure an uninterrupted supply of these cleaning supplies and the necessary PPE.

Public Spaces and Communal Areas
The frequency of cleaning and sanitizing has been increased in all public spaces with an emphasis on high-contact surfaces.

Guest Rooms
Industry leading cleaning and sanitizing protocols are used to clean guest rooms, with particular attention paid to high-touch items including television remote controls, toilet seats, handles, telephones, in-room control panels, light switches, temperature control panels, and alarm clocks.

Laundry
All bed linen and laundry will be changed after each guest checks out and continue to be washed at a high temperature and in accordance with CDC guidelines.  Bed linen will not be changed on a daily basis during the duration of a same guest stay to follow physical distancing exposure. 

Hotel Guest Elevators
Employees will be sanitizing the buttons at a minimum of once per hour.

Restaurants
Frequent cleaning and sanitizing will be increased in all restaurants, including hostess and cashier stands. Dining tables, chairs, and trays will be sanitized after every use.

Back of the House
The frequency of cleaning and sanitizing will also increase in high traffic back of house areas with an emphasis on the employee cafeteria, employee entrances, uniform control rooms, employee restrooms, loading docks, offices, kitchens, and security.

Shared Equipment
Shared tools and equipment will be sanitized before, during and after each shift or anytime the equipment is transferred to a new employee. This includes phones, radios, computers and other communication devices, payment terminals, kitchen implements, engineering tools, cleaning equipment, keys, time clocks and all other direct contact items used throughout the resort.

Air Filter and HVAC Cleaning
All guestroom A/C units are individually self-contained.  The frequency of air filter replacement and HVAC system cleaning has been increased.

Please contact us to let us know any question or concern you may have.

Additional Resources
Hawaii State Department of Health
Hawaii Tourism Authority
CDC
 

Frequently Asked Questions

Updated June 29, 2020

Health & Safety

In light of COVID-19, what steps is Kahala Hotel & Resort taking to help protect guests?

The Kahala Hotel & Resort puts the safety of our guests and colleagues first with elevated cleanliness standards.

Are there any travel restrictions I should be aware of during this time?

The state of Hawaii is currently under a mandatory stay at home order which includes a 14 day quarantine for inter-island (until June 16th) and mainland travelers that ends on July 31st. This means that travelers arriving to the island of Oahu will be subject to a 14 day mandatory quarantine in which you will be required to remain in your place of residence for 14 days. At the Kahala Hotel & Resort we expect our guests to complete a mandatory 14 day quarantine prior to their stay with us.

For the most up-to-date information, please consult travel advisories and information made available by the World Health Organization (WHO), U.S. Centers for Disease Control and Prevention (CDC), the U.S. Department of State. and Hawaii Tourism Authority. We will continue to closely monitor the situation and adapt our policies accordingly. To reach out to any of the above organizations, please use the contact numbers below:

WHO: 202-974-3000
CDC: 800-CDC-INFO (800-232-4636)
U.S. Department of State: 202-647-6575
Hawaii Tourism Authority: 808-973-2255

We expect our resort guests to show kindness to their fellow guests and Kahala Colleagues by following these standards. Resort has the right to refuse service/stay if guest doesn’t follow government and CDC guidelines

  • When on resort property, wearing a mask is mandatory at all times in public areas for our guests and colleagues. If you do not have a mask one will be provided for you.
  • Guest must keep physical distancing in public areas to keep a safe distance.
  • Guests must confirm their health/wellbeing by signing our health screening form upon check in
  • Guests must follow all government and CDC guidelines, including 14 day quarantine (if needed) prior to staying at the resort
  • Guests should review government guidance to confirm eligibility to stay at the resort


Amenities

What will be open when I’m at The Kahala Hotel and Resort?

  • Signature at The Kahala: Both shops open daily from 9:00am – 5:00pm
  • Hoku's:  Sunday Brunch 9:00am – 1:00pm | Dinner Nightly 5:30pm – 8:30pm
  • The Veranda: Breakfast 7:30am – 11:00am | Dinner 5:30pm – 8:30pm
  • Dolphin Quest

Some resort services will not be available until further notice. Please check our website for updated information on our resort amenity availability.

Is early check-in or late check-out available?

Yes, both Early Check-In and Late Check-Out are complimentary.

What amenities are included with my stay?

  • Complimentary Wi-Fi 
  • In-Room Bottled Water
  • Beach & Pool Towels
  • Daily Newspaper in Press Reader
  • Daytime Housekeeping Service
  • Complimentary Early Check-in & Late Check-out


Reservations

If my arrival date is shortly after June 1, 2020, should I still keep my reservation?

At this time, The Kahala plans to resume limited operations for guests on June 1, 2020 who have completed or not subject to the Hawaii State mandatory 14-Day quarantine. We are committed to acting in the best interest of our employees and guests to prioritize their health and safety, and we encourage you to make the decision that is best for you in this ever changing situation. Please review the recommendations of state and federal resources such as the Hawaii State Department of Health, Hawaii Tourism Authority and Centers for Disease Control and Prevention (CDC) for more information.

How do I cancel or change a reservation I have already made directly through kahalaresort.com or via phone call with a Kahala Resort Reservations Agent?

You may cancel or change your reservation by contacting us at [email protected] or calling us at +1 (844) 764-5670. Please indicate your first name, last name, and reservation confirmation number. Your details will be sent securely to our in-house reservations team who will assist you through this process.

How do I cancel or change a reservation I have already made through Expedia/American Express/ any Travel Agency or any other 3rd party?

You may cancel or change your reservation made through a 3rd party by contacting the 3rd party directly. This unfortunately means that our in-house reservations team will not be able to assist you in this instance and you will have to contact the company you have booked your reservation with. We understand that many of these companies are experiencing high call volumes and we apologize that we are not able to assist you directly.

If I cancel or change my reservation, will I get a refund or credit? Will I have to pay any fees?

Cancellation and deposit policies vary by confirmed rate, rate plan or booking agent.

We have amended our cancellation policy in light of recent events. Most bookings arriving through June 30, 2020 will be subject to a 24-hour cancellation policy.

The 24-hour cancellation policy means that you are able to cancel your booking 24 hours in advance with a full refund. Please contact us at [email protected] or +1 (844) 764-5670 to receive additional information regarding your reservation.

Will I be charged a night's stay if I arrive late or miss my arrival date?

Reservations that have been guaranteed with a credit card and/or deposit are held for you until arrival. If you do not arrive at the hotel on your scheduled arrival date, cancellation policies will apply.