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What To Expect

Advice and information on what to expect when staying at the Regent of Rotorua depending on the COVID-19 Alert Level from check-in to check-out.

We want you to feel secure and comfortable during your stay.  To help you prepare for your stay at the Regent of Rotorua here is a breakdown of what you can expect from the check-in experience to check out.

At all levels hand sanitiser is available for all staff, delivery drivers, and contractors at entry points to the hotel and each outlet has a kit that includes; hand sanitisers, protective face masks, disposable gloves, tissues, and disinfectant sprays.

Each area of the hotel has its own designated NZ COVID Tracer QR Code.  It is a New Zealand Government requirement that you scan in, alternatively, you can complete the manual register.

Our team has been trained in how to assist you if you become unwell during your stay.  Additional cleaning, sanitizing measures will be put in place if a guest becomes unwell during their stay.  If you start to feel unwell during your stay, please isolate yourself in your room and call Reception (Dial ‘0’).

ALERT LEVEL 4

We have made the decision to protect our staff, their families and our wider community so at level 4 our hotel is closed. 

The hotel will reopen at Level 3. 

Reservations can still be made directly through our website or via email at [email protected]

ALERT LEVEL 3

At Level 3 our hotel will be open. 

Essential staff including front line, kitchen, front office, and housekeeping will be working on-site at the hotel.  Social distancing measures will be in place between shifts. Only essential contract work will be carried out on-site so you may see contractors in or around the hotel with a contractor pass displayed. 

Face masks are mandatory at Level 3.  Please help us look after our team as they keep you secure and comfortable during your stay by respecting any social distancing measures. You may notice a short delay in service between shift times as we give our team space to depart their work zone and the new team members to arrive. 

If you do not have a mask or need a new one, please ask one of our team as we do have a supply of masks for our guests.  At Level 3 masks are mandatory.

Physical distancing measures will be in place at Level 3 at all times and in all areas of the hotel. 

 

Check-in:  Our usual check-in service will operate. Social distancing measures will be in place and you will see barriers around the reception counter to ensure this.

Concierge/Porter Service: While we are at Level 3 we request that you handle your own luggage. A trolley is available for collection from Reception.

Public areas: Contact tracing QR Codes will be in place in each area of the hotel including the lobby, 50 Bistro, and event spaces.  If you do not have a smartphone, we will also be running a manual register.   For hotel guests, your registration card acts as a contact tracing register.

Additional cleaning protocols will be in place. 

Please keep to your ‘bubble’ when using the guest stairwells – only one ‘bubble’ at a time.   Public toilets on the 1st (ground) floor are closed.  Hotel guests are to use the facilities in their own room.

Restaurant: For local residents and non-hotel guests takeaway coffee, tea & tisanes are available. This must be pre-ordered and pre-paid.  The restaurant is closed and a restricted room service is available.

Room Service: A restricted room service menu will be available. 

Breakfast – the doorknob menu is available

Lunch & Dinner - can be ordered by calling Room service from your room to place your order.

The team will call you when your room service is ready, and the order will be delivered to your room.  Our team member will ring the bell and place tray on the floor.  Please wait for our staff member to move away from your room entrance before you open your door to retrieve your meal.

The 24-hour room service menu is not available at Level 3.

Event Spaces: At level three gatherings of 10 or more people are prohibited.

Mountain Bike Storage & Cleaning Areas: Available, please ensure you observe social distancing and wear a mask and scan into the area using the QR Code.  Please use sanitiser spray provided to wipe down areas after use.  Please advise Reception if you use these areas so that we can sanitise surfaces between guest visits.  

Housekeeping Services: A housekeeping pack including fresh linen will be provided to you – please contact Reception if you would like a fresh housekeeping pack.

A full housekeeping service of rooms will be done on departure and rooms will be deep cleaned, disinfected and left for a minimum of 1 day and a maximum of three days between guests.

Dry cleaning: Dry cleaning services are not available.

Check out:  Express Check-Out only – the express check-out form will be provided under your door on the morning of your departure. 

ALERT LEVEL 2

At Level 2 our staff will be wearing facemasks in all service areas at all times, conducting additional surface cleaning during shifts, and also engaging in physical distancing.   Please help us look after our team as they keep you secure and comfortable during your stay by respecting any physical distancing measures.

Any external contractors are engaged as required without restriction – so you may see contractors in or around the hotel with a contractor pass displayed and wearing facemasks. 

Check-in: Our usual check-in services will operate. Social distancing measures will be in place.

Porter Service: Our usual Porter services are available at Level 2.

Public areas: Contact tracing QR Codes will be in place in each area of the hotel including the lobby, restaurant, and event spaces.  If you do not have a smartphone, we will also be running a manual register.   For hotel guests, your registration card acts as a contact tracing register.

The public toilet facilities on level 1 (Ground Level) will have signage in place to advise one guest at a time through the access door.

Additional cleaning protocols will be in place. 

Masks must be worn when moving through public areas at all times.

Restaurant: A guest register and QR code are provided at the entrance to the restaurant. Tableware such as salt & pepper shakers will be provided on request and disinfected between uses.  Condiments will be provided on a single-serve basis.  Only a la carte menus are available i.e. no buffet service.

Tables will be spaced at least 1m apart.  All orders should be made from your table.  No orders will be accepted at the bar or counter.  A maximum of 50 people (excluding staff) is permitted in the restaurant area at any one time.  You do not have to wear a mask while in the restaurant when you are seated at your table.

Masks must be worn when moving through public areas at all times.

Room Service:  Full room service menu is available, between 7am and 9pm, 5-days a week Wednesday to Sunday.  Monday and Tuesday ra oom service breakfast is available between 7am and 11am.

Event Spaces: A guest register and QR Code is provided for each event space.  Please observe social distancing practices.   Catering at events will be individually packaged or plated meals.  Our team will work with you to ensure social distancing between event groups. There is a maximum limit of 50 people at an event (excluding staff).

Wherever possible events will have one entry point and one exit point.  The public toilet facilities on level 1 (Ground Level) will have signage in place to advise one guest at a time through the access doors. 

Mountain Bike Storage & Cleaning Areas: Available, please ensure you observe social distancing and wear a mask.  Please use your sanitiser spray provided to wipe down areas after use.  Please advise Reception if you use these areas so that we can sanitise shared surfaces between guest visits.  

Housekeeping Services: Daily housekeeping services operate as normal. We request that you depart your room while our team is conducting the daily housekeeping service.

Dry-cleaning: Dry cleaning services are available.

Check-out: Our usual check-out and express check-out services will operate.  Social distancing measures will be in place.

ALERT LEVEL 1

At Level 1 all of our front line and guest-facing staff are operating at normal levels.  Any external contractors are engaged as required without restriction – so you may see contractors in or around the hotel with a contractor pass displayed. 

Check-in: Our usual check-in experience will operate.

Porter Service: Our usual Concierge/Porter services are available.

Public areas:  Contact tracing QR Codes will be in place in each area of the hotel including the lobby, restaurant, and event spaces.  If you do not have a smartphone, we will also be running a manual register.   For hotel guests, your registration card acts as a contact tracing register.

Restaurant: A guest register and QR code is provided at the entrance to the restaurant.

Room Service: Full room service menu is available, 24 hours a day.

Event spaces:  A guest visitor register and QR Code is provided for each event space. 

Mountain Bike Storage & Cleaning Areas: Available for guest use, please ensure you scan into the area using the QR Code

Housekeeping Services:  Daily housekeeping service and turndown service operate as normal.

Dry cleaning: Dry cleaning services are available.

Check-out: Our usual seated check-out and express check-out services will operate.

What our patrons say

Came in for dinner with 4 colleagues and were blown away by the overall experience. Fantastic food , very professional and friendly staff, great ambience which all made for a very enjoyable evening.

The room was a great size and soo comfortable. The staff were helpful and friendly and nothing was too difficult. The location was great as we just walked into town and "Eat Street" was right next door which was handy especially after a few amber refreshments.

We stayed one night and highly recommend Regent of Rotorua. Service was excellent, parking was included and the room was larger than expected. The hotel is central with only a short walk to local shops and restaurants.

Great location, very clean. Suitable for family, couples or groups. Good parking. Our room exceeded our expectations. Location is great and close to the lake, Hospital, eat street. Rooms are very clean perfect for our requirements.

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