Corona Virus Protocol


This Contingency Plan has been prepared following the measures to reduce the spread of the SARS-COV-2 coronavirus, adapted to the characteristics and services offered in a vacation home, prepared by the Institute for Spanish Tourist Quality (ICTE) and approved by the Ministry of Health. Its purpose is to establish concrete measures to reduce the risks of COVID-19. 

This Contingency Plan contains:

Detail and implementation of an action protocol in the event that an owner, employee or client shows symptoms compatible with COVID-19, following the guidelines of risk prevention and sanitary authorities and reviewing protocols for cleaning and disinfecting surfaces potentially contaminated.

Contingency Plan Requirements:

  • Tasks and work processes guarantee the established safety distance.
  • We provide means and time for proper hand disinfection with soap and water and if not possible with the use of a hydroalcoholic solution.
  • Provide adequate EPIS (Personal Protective Equipment) after evaluating occupational risks.
  • In the case of subcontracted companies, require that the main company supervise that the personnel have the necessary EPIS.

  1. (Internal Protocol) CHECK IN / CHECK OUT PROCESS
  2. In the event of any owner or agency staff making the physical / personal check-in:

Preventive measures at the entrance of the house.

  • All staff will avoid physical contact with clients. In the case of accompanying him, he will always do so with a mask and gloves and keeping the minimum safety distance of 2 meters.
  • Any person who wishes to enter the home:
  • Your body temperature will be taken (with a remote thermometer), being denied entry if it is above 38ºC. 
  • Hands should be disinfected with hydroalcoholic gel, available at the entrance of the house.
  • You will be required to maintain a safety distance of 2 meters and if this is not possible you must wear a mask. If the client does not have it, there will be a security pack inside the house that contains a mask and a pair of gloves per reserved client). Left by the cleaning team.

Check-in procedure

  • Any physical contact with clients should be eliminated.
  • Where possible, we will perform an online check-in so that contact with the client will be avoided. – Encourage owner’s time use check in scan 
  • Payment by electronic means is recommended.
  • Tools used by more than one customer (telephone, dataphone, keys, etc …) will be disinfected after use.
  • You will be given an envelope with the keys, or if there is a key box on the outside of the house, if there is a guide of the house it will be laminated. All this previously disinfected.
  • As it is not laminated, we provide customers with a single-use brochure with the following mandatory regulations:
  • Distance measurements.
  • Hand washing.

Check-out procedure

  • As in the Check-in, the staff will avoid physical contact with the client.
  • Tools used by more than one customer (telephone, dataphone, keys, etc …) will be disinfected after use.

CLEANING PROCEDURE (Internal Protocol)

2.1 General principles

It is essential that all staff read, understand and know what was contained in this document.

  • It is mandatory that all personnel affected by what is contained in this document act in accordance with the established norms.
  • The natural ventilation of the house is very important

We remove the following items from the homes:

  • All kinds of Flyers and information on paper (as it is not laminated).
  • Decorative cushions and rugs.
  • Plaids, duvets, duvets, additional pillows when not being used, if they cannot be removed, once cleaned, keep in airtight or plastic bags and store in a bag, preferably with a key.
  • All open products in the kitchen: salt, vinegar, oil etc.

2.2 Products used in cleaning:

The houses will be cleaned using chemicals included in the list of products authorized by the Ministry of Health. (If you want to check the list it is at the end of the protocol with a web link).

In general the use of the following disinfectant products:

  • Lye in a chlorine concentration of 1g / liter prepared with a 1:50 solution of a lye with a concentration of 40-50 gr / liter).
  • Concentrations of ethanol 62-71%. (antiseptic alcohol).
  • 0.5% hydrogen peroxide in one minute (hydrogen peroxide).
  • Textile cleaning: sofas and curtains it is recommended to use a steam appliance.

Factors to consider before cleaning rooms.

The cleaning kit must contain:

  • Hydroalcoholic gel to wash hands after cleaning each room and / or home.
  • Sufficient stock of gloves, preferably nitrile.
  • Trash bags of different colors.
  • Cloths and rags of 3 colors and cleaning supplies to necessary.

2.3 Daily cleaning of clients’ homes.

Cleaning required before each customer’s entry

General factors:

  • The windows and doors of the terraces of the house must be open during cleaning to promote ventilation.
  • While the cleaning lasts, the client must not stay inside the house.

At the end of the cleaning, the cleaner will wash your gloves with the hydroalcoholic gel provided in the car or will change the gloves if they are damaged.

  • Cleaning equipment.
  • Maintain the normal use of cleaning utensils.


After cleaning common areas, cleaning equipment should be disinfected with a damp cloth with an acceptable amount of a virucidal (listed at the end) accepted for use on potentially more contaminated surfaces.

Put a disinfected-sticker (heat type) when closing the door of each disinfected room.


2.4 Complete Cleaning of Exit or Entrance

Cleaners should use cloths of three different colors (1 color for the terraces, 1 color for the rooms and 1 color for the bathrooms), always using the same colors in each room, and a white scouring pad that should be used in this order: sink, shower and toilet.

  • The removal of dirty clothes and towels should be carried out with care, separating into disposable plastic bags: bedding and towels, and another for the felt (other textiles). Left the bags outside the villa, the same as the garbage bag before starting to clean.
  • Every change of clients, all the clothes in the room must be changed including: zippered pillowcases, mattress covers and blankets if they have been used.
  • Toilet paper rolls will be changed for each new arrival.
  • After cleaning, we will proceed to disinfect the areas or parts most susceptible to contamination by spraying with a disinfectant (Sanytor type or similar) abundantly everything that the client may have touched, such as: door and window handles, sinks, towel racks, taps, showers, toilets, tables, chairs, cabinets, safes, hangers, switches, telephone, TV, remote controls, cribs, etc.
  • or remaining unoccupied for at least 3 hours, after reviewing the spray to eliminate possible product remains
  • The last thing we will do is make the beds and place the clean towels.
  • Keep windows open to promote natural ventilation. Put disinfected-sticker (heat type) when closing the door of each disinfected room.
  • At the end of the cleaning, the waitress will clean the gloves with the hydroalcoholic gel provided in the car or she will change the gloves if they are damaged.
  • IMPORTANT; Textile cleaning The following requirements must be met: – “Dirty” textiles must be collected, put in a bag and closed until treatment in the laundry. –
  • Avoid shaking dirty textiles. In the case of lingerie, you should avoid depositing it on the floor. – After handling “dirty” textiles, personnel should wash their hands. –
  • “Dirty” textiles should be washed at> 60ºC. If the laundry service is outsourced, the service provider must be informed of the minimum required temperature.
  • According to all the Protocols, all curtains, cushions, sofa covers and the like (rugs to be removed) and AVAT must be cleaned with external laundry or in 60 ° washing machines after much information heard and read the purchase and use of a Vaporta for I work this once a week or every outing.
  • According to ICTE (Institute for Spanish Tourist Quality); Ozone disinfection was recommended, although not anymore. If ozone is used, it must comply with the CE marking and the UNE 400-201-94 standard on chemical safety. It is not mandatory, nor recommended. It’s something more.

2.5 Cleaning of the pool area and terraces.

  • It is essential to disinfect with a spray (with a mixture of water and bleach) the terraces and around the pool
  • Sun loungers and terrace furniture after cleaning, spray with the disinfectant solution used inside the house.


Factors to consider:

  • The personnel in charge of these cleanings cannot belong to any of the risk groups (over 60 years, pregnant, chronic respiratory problems, high blood pressure, heart) or diabetics and cancer patients.
  • As a recommendation, the client will be informed to air at least 3 times a day and for 10 minutes.
  • Windows and balconies must remain open to promote ventilation.
  • The door to the room will remain closed.
  • Once finished, you should discard your gloves and disposable scuba suit.
  • The cleaner must use rags of three different colors (1 color for the terraces, 1 color for the rooms and common areas and 1 color for the bathrooms), always using the same colors in each area, and a scouring pad
  • white that should be used in this order: sink, shower and toilet.
  • After use, these rags will be placed in a different colored bag for shipment to the laundry, properly identified.
  • Procedure for cleaning and disinfecting the homes of infected clients.

Only the cleaning of the room can be accessed:

  • Those who do not belong to a risk group.
  • Those who have received specific training.
  • Those who carry the necessary protective equipment and know how to use it. The PPE must be removed inside the room and placed in a separate bag for identification.

The cleaning procedure will be:

  • Before the client leaves, they will be asked to leave all the windows open to ventilate the house.
  • If possible, a period of 24 hours will be left.
  • After these 24 hours, the waitresses with their corresponding EPIS will proceed to remove the dirty clothes and garbage. The laundry must be placed in different colored bags for proper identification.
  • To collect the garbage from the bucket, the bag must be previously closed.
  • It is important that the cleaner does not shake dirty clothes to avoid air pollution.
  • Clean the house following normal protocol, starting with the terrace and following the order of entry through the front door.
  • After cleaning we will proceed to spray with a disinfecting product the areas or parts most susceptible to contamination, such as: door and window handles, sinks, towel racks, taps, showers, toilets, tables, chairs, cabinets, safes, hangers, switches, telephone, TV, remote controls, minbars, cradles, etc.
  • A security period of 3 hours will be left before being occupied, after reviewing the surfaces for possible remains.
  • The last thing we will do is make the beds and place the clean towels.
  • After cleaning and disinfecting each room, all the tools used (such as brooms, mops, mops, etc.) will be sterilized.

Maintenance and Subcontracted Services (Internal Protocol):

Owners and marketers must ensure that companies that provide subcontracted services will be asked about the hygiene and safety measures they have taken regarding COVID-19. These measures will be checked periodically. If maintenance personnel enter the home when the client is inside, they should consider the following:

  • Maintenance personnel must protect themselves with the personal protection means determined by the job’s risk assessment.
  • You will avoid physical contact with the client and if the minimum safety distance cannot be guaranteed, the client will be asked to put on a mask.
  • Once the assistance or repair is finished, the EPIS must be discarded, according to what is defined in the Contingency Plan, and hands will be washed afterwards.
  • At least once a month and with the supervision of the owners, specifically, attention will be paid to the cleaning of air conditioning systems, especially the cleaning of filters and screens.
  • Street clothes should be stored in a plastic bag so that there is no contact between it and work clothes.

4 .CLEANING, MAINTENANCE, subcontracted or owner PERSONNEL.

This contingency plan brings together a series of measures aimed at preserving the health of personnel, such as:

  • Street clothes should be stored in a plastic bag so that there is no contact between it and work clothes.
  • Rules are established regarding the social distance between workers and employees, avoiding at all times the greeting by physical contact.
  • Use of masks and gloves in cases where the specific procedure of the post and the risk assessment determine it, and in cases where the safety distance cannot be maintained.
  • Personnel are instructed to wash their hands thoroughly after sneezing, blowing their nose, coughing, or touching potentially contaminated surfaces (money, documents, etc.)
  • Personnel should wear their hair up, not wear rings, bracelets, earrings or similar, in addition to daily wearing clean clothes.

Gloves: used only for specific activities and will be removed and discarded after each use. It is more effective to wash your hands before and after a performance than to always wear gloves.

Products authorized by the Ministry of Health 


  • All clients should be informed, preferably before arrival when booking, of the cleaning protocols used and of the regulations in force regarding social distancing and the use of applicable protection means.
  • We will also inform you that due to these restrictions, it may not be possible to attend to all your requests in the home in the way we would like.
  • Customers will be informed that additional cleaning times

Wait and wait can make it impossible to allow early registrations or late departures.

  • Customers will be informed that all have their travel insurance in force throughout their stay.

5.1 How customers can help us

  • At the exit, throw all the food and open condiments from the kitchen into the basin and take everything to the containers.
  • At the exit, leave all sales open and if there are ceiling fans, leave them running to ventilate the house.
  • Leave the villa on time, at the stipulated or agreed time. For security, they recommend waiting 3 hours between the departure of clients and the entry of the cleaning team.


In the slightest doubt that a client or employee suffers symptoms compatible with COVID-19 disease, we will communicate this situation to the establishment to apply the corresponding protocol.

An employee reports symptoms consistent with the disease:

  • You should be kept in home isolation until the health services assess your situation and determine measures to follow.
  • If the positive is confirmed, we inform the closest contacts of the risk of contagion and that they should remain on active surveillance of symptoms (cough, fever, respiratory distress, …).

A hosted client reports symptoms consistent with the disease:

  • Request isolation in your room in the home, after receiving instructions from the health services (for this we will either call 061 or the private medical service, who will notify the health authorities after the evaluation of the patient).
  • We will provide health care (telephone or in person) in your room in the home.
  • We will advise you that there is a medical evaluation regarding the possible case of COVID-19.
  • Communicate to other personnel who may be required to access the room and the home, the situation of isolation of the person in question.
  • Provide those means that the client may require in relation to the disease (medication, thermometer, etc …)
  • As long as there is no negative confirmation, the person will remain in isolation and will apply the rules established by the Ministry of Health for home islamings:

Do not leave the room and of course the house.

Extreme hygiene standards.

iii. Wear surgical masks in the presence of others in the room and in the home.

  • In case of positive confirmation, the possibility of a transfer to a hospital center will be studied under the security conditions established by the sanitary authorities for these transfer cases. If this is not possible, an action protocol will be established, in collaboration with the health authorities, according to the specific case.
  • In the case of vacation homes, as they are individual units, attempts will be made whenever the patient is transferred to a hospital center to avoid the blockage of the entire tourist home.
  • It is recalled that the establishment does not have the power to hold a person against their will.
  • If the client (confirmed or suspected of having COVID-19) is no longer at the establishment:

Apply specific protocol for cleaning the room and house of infected people.

Cleaning, maintenance and feeding services:

  • It is discouraged that no employee accesses the home, much less the affected room, whether for maintenance or cleaning.
  • In any case, a record will be kept of the people who enter and the infected people will be required to wear a mask.

Cleaning procedure for rooms and / or houses with infected or suspected persons.

  • In the event that cleaning is carried out by the guest or caregiver, means and instructions will be provided to do so. However, once a week, the establishment’s staff will clean the accommodation unit following the protocol described for cleaning after check-out.

The access of cleaning personnel to rooms or homes of patients or suspects will be made in maximum security conditions against COVID-19:

  • Use of disposable protective clothing and EPIS (gowns, gloves, goggles, and disposable mask).
  • We will maintain a safety distance of 2 meters from those affected.
  • The appropriate cleaning and disinfection products equivalent to those applied in the check-out process will be used.
  • All material used in cleaning will be discarded or disinfected after use.
  • Hydroalcoholic gel will be available for use at the end of the tasks and the removal of the EPIS.
  • Disposable EPIS will be disposed of hygienically (closed plastic bag) and reusable ones will be disinfected properly.
  • Personnel performing these tasks should receive additional training in this regard.
  • If possible, accommodation, once cleaned, it will be blocked for at least a week. In case of not being able to meet this deadline, a professional disinfection by an authorized company is recommended, and that cleaning of air conditioning equipment filters be included.
  • Management of bedding and towels.

The guest will place the dirty bedding and towels in a plastic bag and close it for the staff of the establishment to remove it and replace it with clean clothes.

The staff will put it in a second bag identified as contaminated material. The laundry will be done in a hot cycle at 60ºC. The corresponding EPIS (mask and gloves) should be used in the event that laundry is done in the establishment.

Waste management.

The guest will dispose the remains of garbage in garbage bags (bag 1). To remove them, gloves will be used with which the bag will be closed and placed in a second bag (bag 2) along with the gloves and other waste generated in the accommodation unit, which will be left next to the exit door on the same day. and time agreed with the establishment. The personnel of the establishment in charge of their collection will handle them with gloves, disposing them in a third bag (bag 3) and they will be disposed of in the waste container.


To access the rooms that require repairs with sick clients who remain inside, maintenance personnel must protect themselves with the correct use of PPE (mask, gowns and gloves …), which will be discarded at the exit of the room and hands will be washed or disinfected. If the patient is in the room, a distance greater than two meters will be maintained.

Rules for accompanying persons.

In the event that the affected person lives with several people in the same dwelling, these people will be declared “close contact” and the following rules will apply:

  • As far as possible, the companions should remain self-isolated. If it comes out, you should use a mask.
  • The companion, in his language, will be provided with the rules for the home management of COVID-19 of the Ministry of Health.