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Welcoming you in a Post-COVID-19 Environment The health and safety of our Conrad New York Downtown guests and team members is our highest priority. We have developed this guide to provide transparency for our guests in an effort to ensure your comfort during your stay. This guide outlines how we have implemented new safety standards and procedures in conjunction with Hilton CleanStay. Hilton CleanStay, a program that has been executed across the world, will deliver an industry-defining standard of cleanliness and disinfection. Hilton has collaborated with RB, maker of Lysol and Dettol, to develop elevated processes and Team Member training to help guests enjoy an even cleaner and safer stay from check-in to check-out. As we move forward, we will continue to monitor guidelines from the New York State Department of Public Health, CDC and WHO, government policy and mandates, and other public health innovations to revise these procedures.


TABLE OF CONTENTS ARRIVAL.............................................................5 GUESTROOMS...................................................6 HILTON CLEANSTAYâ„¢.....................................7 FOOD & BEVERAGE..........................................8 MEETINGS & EVENTS........................................9 TEAM MEMBERS .............................................10


Arrival Experience

We look forward to welcoming you to Conrad New York Downtown. Upon making a reservation to stay with us, you will receive pre-arrival communications with your reservation details and an explanation of the Hilton CleanStay program. We invite you to use Digital Key, which is available to Hilton Honors members. If you are not a Hilton Honors member, you can sign up here. Digital Check-In and Digital Key allow you to bypass the front desk and go straight to your room. Non-Honors guests will notice enhanced cleaning and hygiene standards at our front desk. We request that you please enter through our West entrance on North End Avenue as the East entrance is currently closed. Once you arrive in our lobby, you will notice social distancing stickers have been placed in the lobby kindly requesting that you keep a mindful 6 feet apart. We request that you please wear a face mask while in public areas - all hotel team members will be wearing masks for your safety and comfort. Maximum elevator capacity is limited to two people (unless you're a family). If you see a full elevator please wait for the next one or take the stairs.


Guest Rooms Conrad New York Downtown has always upheld stringent and vigorous cleaning protocols. With Hilton's CleanStay initiative we have implemented new safety standards and procedures in conjunction with Hilton CleanStay. Conrad New York Downtown guests can expect the following changes in all of our newly refreshed guest rooms: • All guest rooms have been newly refreshed. • Minimizing the number of team member entries into guest rooms during guest stay. • All reusable collateral, such as magazines, in-room dining menus and compendiums, have been removed from guest rooms and shifted, where applicable, to digital versions. • Linens will only be changed upon departure, unless otherwise requested by the guest. • Dirty linens will be removed and transported from guest rooms in single use bags. All bed linen and laundry will be washed in accordance with CDC guidelines. • Team members will wear masks and gloves while cleaning each guest room and will change gloves between guest rooms. • Guestrooms will remain vacant for 24 hours after a guest departure and cleaning. • In the event of a presumptive case of COVID-19, the guestroom will be removed from service and quarantined. The guestroom will not be returned to service until case has been confirmed or cleared. In the event of a positive case, the guestroom will only be returned to service after undergoing an enhanced sanitation protocol by a licensed third party expert and in accordance with CDC guidelines.


Guest Rooms HIGH TOUCH AREAS 1) Lights, Lamps, Switches & Electronic Controls 2) Handles & Knobs 3) Major Bathroom Surfaces 4) Climate Control Panels 5) Remote Controls, Telephones & Clocks 6) Bed & Bedding 7) Bath Amenities 8) Tables, Desks & Nightstands 9) Iron & Safe 10) Food & Beverage Amenities

Hilton CleanStay Room Seals will be placed on each guest room indicating that guest rooms have not been accessed since they were cleaned. Once in-room, guests will see a mask, Lysol wipes and hand sanitizer available for personal use. CleanStay wraps will be placed on both TV remotes in room, ensuring guests they have not been touched since they were cleaned. CleanStay stickers will be located in all bathrooms, highlighting high touch point cleaning that occurred prior to guest arrival.


Food and Beverage At this time, food and beverage operations have been suspended. For your enjoyment. each guest room will receive a $25 AMEX gift card to spend as they see fit. For food deliveries, we kindly ask that you please retrieve your food from the lower level. We recommend utilizing Seamless, UberEats, Postmates or Grubhub to place your food orders. We recommend these neighborhood restaurant favorites: Outdoor Seating Restaurants: 1803 – Cajun/Creole Anejo – Mexican Bubby’s – Brunch, Bar & Barbecue City Vineyard – Wine Bar Del Frisco’s Grille – Steakhouse Eataly NYC Downtown – Italian Market El Vez – Mexican Gigino Trattoria – Italian, Pizza Gran Morsi - Italian Grand Banks – American (on a boat) Industry Kitchen – American Le District – French Market Marc Forgione – American/French Pepolino – Italian/Mediterranean PJ Clarke’s – American Seamore’s – Seafood Serafina – Italian St. Tropez SoHo – French Wine Bar Tiny’s & the Bar Upstairs – American/Bar The Odeon – American/French


Meetings & Events Hilton EventReady with CleanStay is a global meeting and events program designed to create event experiences that are clean, flexible, safe and socially responsible. Hilton EventReady with CleanStay will provide curated solutions featuring creative food and beverage, thoughtful technology resources, elevated standards and practices with redesigned spaces for physical distancing, and re-imagined ways to meet and gather, all executed by our dedicated Team Members. The goal is to create a safe and comfortable environment for event planners and their attendees. Hilton CleanStay standards will provide elevated cleanliness and sanitation across the entire attendee journey. A cleaning protocol checklist is completed to verify an event space is cleaned and sanitized thirty minutes prior to meeting start. Top 10 high touch areas include tables, chairs, door handles, podium, thermostat and lighting controls. Audio-Visual equipment will have additional cleaning and sanitation protocols.


Meetings & Events Hilton CleanStay Standards: Elevated procedures for cleanliness and sanitation. Completed EventReady Room Checklist provided to planners. Hilton CleanStay Event Room Seal is applied once the room is properly cleaned, set and EventReady. Flexible: Partnerships grounded in transparency and shared objectives. Flexible pricing, space options and contract terms. A proprietary Hilton EventReady Playbook* for expert guidance and curated resources. Safe and Socially Responsible: • Creative and customized event sets that respect physical distancing guidelines. • Inspiring food and beverage menus: thoughtfully served, timely and versatile. • Environmental impact solutions and community service experiences.


Team Members

We are providing Team Members with equipment, enhanced training on both overall health and wellness for themselves and new operational standards for CleanStay guestrooms and EventReady, all designed to protect their well-being while continuing to deliver unmatched Conrad New York Downtown hospitality. All team members will be wearing face masks at all times. Additional measures include: Home self-screening, including temperature/symptom checks using CDC guidelines. Emphasis on not coming to work if employees have a frequent cough, fever, difficulty breathing, chills, muscle pain, headache, sore throat, recent loss of taste or smell, or if they or someone they live with have been diagnosed with COVID-19. Ensuring team members seek medical attention if their symptoms become severe. Emphasis on frequent hand-washing with soap and water. The importance of physical distancing, both at work and off work time.


We look forward to welcoming you for a safe and enjoyable stay! www.conradnewyork.com || 102 North End Ave. New York, NY 10022 212-945-0100 || text: 646-776-1711

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COVID-19 PLAYBOOK - Conrad New York Downtown  

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