PALMA, SPAIN—Bureau Veritas, a market leader in inspection, certification and testing, has completed the certification of the Meliá Hotels International ‘Stay Safe with Meliá’ program of preventative measures to combat COVID-19 and has also confirmed a level of compliance of 100 percent in company hotels.
At the launch of the program in May, Meliá announced it was working with Bureau Veritas to guarantee compliance with the most rigorous health and safety standards. Bureau Veritas certified the suitability of the program, and after having completed an audit in a large sample of hotels, has now certified the correct adaptation of operating procedures to the current circumstances and the excellent and controlled application of them in hotel facilities to minimize the risks created by the COVID-19 pandemic.
The “Stay Safe with Meliá” program has involved hotels modifying their facilities and redesigning many of their processes to reduce direct contact, observe social distancing and ensure maximum hygiene. In addition to specific hygiene and disinfection protocols and measures, the program also contains important efforts to enhance employee training and the customer experience.
One of the key factors when designing the “Stay Safe with Meliá” program was to respond to the new needs of travelers in the current context, both in terms of their health and their accommodation experience. The implementation of the program in company hotels has therefore had a positive impact on the reputation of the company because of the positive effect on customer satisfaction. This can be seen in the favorable reviews on online review sites, which highlight the trust and confidence they have in the safety and hygiene measures as well as the experience they have enjoyed in the hotel. In general, users highlight the service and attention received from employees, cleanliness, compliance with new safety measures and the hotels’ ability to continue to deliver a positive customer experience in rooms, dining areas and complementary facilities.
For Gabriel Escarrer, Vice President and CEO of Meliá Hotels International, “customer satisfaction is the icing on the cake in the certification process of the ‘Stay Safe with Meliá’ program. “We feel safe in the hotel” or “safer than in our own country” are some of the most frequent comments made by guests over recent weeks, which is very positive recognition for the efforts we have made to adapt our services and reconnect with customers in the most favorable possible conditions.”