Health & Safety Commitment

BEFORE YOUR STAY

Before you arrive, you will receive information on our safety, arrival, parking and check in processes via your confirmation email. Should you wish to discuss this with a member of our team, please contact us via email at reservations@thw.com.au 

ARRIVAL / VALET SERVICE

On arrival, you will be greeted by our Concierge who is there to assist you with your luggage and valet parking. They will be gloved and have received training to minimise handling of your luggage whilst following strict sanitisation protocols. Should you prefer to handle your luggage on your own, please do let us know.

CHECK-IN

Our check-in process has been amended for swiftness and safety. Please note that you will be required to fill out a declaration form and that we are still required to take a copy of your identification. In compliance with government protocol, the names and contact numbers of all guests residing at the hotel will have to be collected.

We are currently accepting contactless payment, with your credit card details taken on check-in. Your stay will be charged to this credit card on check out.

For your comfort, you will find social distancing signs throughout the lobby as well as hand sanitiser dispensers. Please make ample use of these. 

Each guest room has beeen thoroughly cleaned and disinfected prior to your arrival, with heightened cleaning measures and particular attention paid to high touch surfaces.

All glassware, crockery and cutlery have been washed in a high temperature dishwasher then sterilised.

Bathrobes and slippers along with all printed material have been removed from the guest rooms to minimise contact between guests. Should you wish to have any of these items in your room, please do not hesitate to contact our Guest Services team. They will be delivered on your request.

We are delighted to offer an abbreviated in-room dining service during your stay. This can be ordered through Guest Services with contactless delivery if requested.

Our dining room, One Eleven is open and serving breakfast (daily) and Afternoon Tea (Thursday to Sunday). Reservations are essential and we recommend making arrangements with our Guest Services team prior to your stay to reserve a seat. On arrival, each guest will be required to provide contact details to assist with contact-tracing.

Should you prefer to order food delivery externally, please note that drivers and deliverymen are not currently permitted within the hotel. You are welcome to meet them outside the hotel on their arrival.

Our meeting and event spaces have been set up to comply with the most up-to-date Victorian guidelines on social distancing. 

BEFORE YOUR EVENT

Venues are thoroughly cleaned and disinfected prior to and after each event, with heighted cleaning measures and particular attention paid to high touch surfaces. 

SAFETY MEASURES

1. Social distancing and maximum capacity signage will be clearly displayed at the entrance to each event. The responsibility lies with the organiser to ensure capacities are not exceeded. In the event that contact tracing is required, our Catering Sales team will collect guest contact details on arrival. 
2. All items provided for meetings and events are single use only. As such, please request items such as notepads and pens. These will be disposed of at the conclusion of your event. 
3. To ensure that only relevant staff are allowed on the premises pre-, during- and post-event, we request that a supplier list be provided to our Catering Sales team in the lead up to your event. Only individuals on this list will be allowed into the hotel, and there will be a requireement that they have their temperature taken prior to being allowed on site. They may be refused entry in the event that they are unwell. 
4. All Catering Sales and Banquets staff involved in your event have undergone a mandatory daily hygiene briefing prior to its commencement. Our staff also comply with strict health and safety measures before being permitted to commence their shift, and are expected to follow strict hygiene standards at all times. 

CATERING

Our Chefs and Catering Sales teams have redesigned our catering menus to comply with the most up to date government regulations. Single use menus are provided where required.

All glassware, crockery and cutlery have also been washed in high temperature dishwashes then sterilised. 

GUEST COMFORT

 Hand santisiers are located throughout each event space for use during your event.

We wish to assure you that the highest standards are being adhered to by our team.

All staff, third party visitors and contractors to the hotel are required to have their temperature taken on a daily basis, and are not permitted to attend work in the event that they are unwell.

All staff are also kept up to date with training protocols in line with government regulations.

Dedicated workstations have been assigned and are frequently cleaned and sanitised.

Social distancing is also practised and staff members are not permitted to congregate in common areas.