Hotel Protocols
What our hotels
are doing to keep you safe.
Covid-19 Protocols and Documents
Please use the below information as a guide. We encourage guests to confirm the most up to date protocols with the hotels directly.
3777 Henning Dr, Burnaby
604.473.5000
- Hourly cleaning of public areas (elevator buttons, furniture and door handles)
- Hands-free hand sanitizing stations throughout property
- Plexiglass divider installed at customer service desks
- Contactless payment (tap terminals, no cash)
- Wayfinding, direction signage, markers to encourage physical distancing
- Touchless check-in
- Exterior room access
- Keyless entry
- 41 rooms have kitchens or kitchenettes
- Rooms are left vacant for 72 hours between guests
- Cleaning with industry approved products and hospital-grade wipes including; room keys, remotes, door handles, light switches, flat surfaces, televisions
- Housekeeping staff practice diligent hand hygiene at all times during their shift
- Adequate supply of clean towels, toilet paper, plain hand soap and shampoo is available in rooms upon check in
- Modified Room Service (upon request only), towels/linens left outside room upon request
- Modified protocols for linens during room cleaning (storage, transportation)
- Meeting use has not opened yet (as of June 30, 2020)
- Wayfinding, direction signage to encourage physical distancing
- Large or one-way only aisles
- All linens including underlays replaced after each use
- Staff required to stay home if feeling unwell
- Room service dropped off in hallway
- Modified restaurant configuration (limited seating to allow for physical distancing)
- Plexiglas barriers installed in restaurant
- Serving staff wear masks
5988 Willingdon Ave, Burnaby
604.568.3696
- Hourly cleaning of public areas (elevator buttons, furniture and door handles)
- Hands-free hand sanitizing stations throughout property
- Plexiglass divider installed at customer service desks
- Contactless payment (tap terminals, no cash)
- Wayfinding, direction signage, markers to encourage physical distancing
- Touchless check-in
- Removal of decorative items and brochures
- Keyless entry
- All 169 rooms have kitchens or kitchenettes
- Rooms are left vacant for 24 hours between guests
- Cleaning with industry approved products and hospital-grade wipes including; room keys, remotes, door handles, light switches, flat surfaces, televisions
- Housekeeping staff practice diligent hand hygiene at all times during their shift
- Adequate supply of clean towels, toilet paper, plain hand soap and shampoo is available in rooms upon check in
- Modified Room Service (upon request only), towels/linens left outside room upon request
- Modified protocols for linens during room cleaning (storage, transportation)
- Hand sanitizer stations throughout meeting and conference spaces
- Masks for guests are provided
- Gloves for guests are provided
- Meeting rooms are configured to allow 2m between seats
- Wayfinding, direction signage to encourage physical distancing
- Large or one-way only aisles
- AV capabilities for hybrid conferences (with both in-person and remote attendees)
- All linens including underlays replaced after each use
- Pre-packaged and/or single plated meals (no self-serve buffets)
- Modified restaurant configuration (limited seating to allow for physical distancing)
- Restaurant(s) have patio/option to eat outdoors
- Serving staff wear masks
- Option for a hosted buffet
- Front line staff wear masks
- Front line staff wear gloves
- Staff required to stay home if felling unwell
- Temperature checks for staff before the start of their shifts
- Front desk and payment terminal are disinfected after each check-in or check-out
4331 Dominion St, Burnaby
604.453.0750
- Hourly cleaning of public areas (elevator buttons, furniture and door handles)
- Hands-free hand sanitizing stations throughout property
- Plexiglass divider installed at customer service desks
- Contactless payment (tap terminals, no cash)
- Touchless check-in
- Lobby furniture and other public seating areas has been reconfigured
- Modified valet parking protocols
- Cleaning with industry approved products and hospital-grade wipes including; room keys, remotes, door handles, light switches, flat surfaces, televisions
- Housekeeping staff practice diligent hand hygiene at all times during their shift
- Adequate supply of clean towels, toilet paper, plain hand soap and shampoo is available in rooms upon check in
- Modified Room Service (upon request only), towels/linens left outside room upon request
- Modified protocols for linens during room cleaning (storage, transportation)
- Meeting rooms are configured to allow 2m between seats
- AV capabilities for hybrid conferences (with both in-person and remote attendees)
- Contactless catering options
- Enabling social and physical distancing practices: reducing allowable capacities in spaces, increasing distance between furniture, and managing queueing areas
- Front line staff wear masks
- Staff required to stay home if felling unwell
- Associates educated on the proper way to wear, handle, and dispose of PPE, as well as the appropriate way to wash hands, sneeze, and avoid touching their faces
- Guest greetings modified to a nod, wave, or a bow, while continuing to ensure guest needs are met
- Staff are required to have their temperatures checked before their shift
- Associates with a temperature at or over 100.4°F (38°C) are subject to secondary screening. Those confirmed to have a temperature at or over 100.4°F (38°C) are denied entry and directed to appropriate medical care.
- No-contact catering options
- Pre-packaged and/or single plated meals (no self -serve buffets)
- Plexiglas barriers installed
4201 Lougheed Hwy, Burnaby
604.298.2010
- Plexiglass divider installed at customer service desks
- Hourly cleaning of public areas
- Contactless payment (tap terminals, no cash)
- Markers to encourage physical distancing
- Touchless check-in and check out
- All 125 rooms have kitchens and/or kitchenettes
- Rooms are left vacant for 72 hours between guests
- Cleaning with industry approved products and hospital-grade wipes including; room keys, remotes, door handles, light switches, flat surfaces, televisions
- Housekeeping staff practice diligent hand hygiene at all times during their shift
- Adequate supply of clean towels, toilet paper, plain hand soap and shampoo is available in rooms upon check in
- Modified Room Service (upon request only), towels/linens left outside room upon request
- Modified protocols for linens during room cleaning (storage, transportation)
- Hand sanitizers stations throughout meeting and conference spaces
- Meeting rooms are configured to allow 2m between seats
- Wayfinding, direction signage to encourage physical distancing
- Large or one-way only aisles
- AV capabilities for hybrid conferences (with both in-person and remote attendees)
- All linens including underlays replaced after each use
- Linens transported in sealed singles use plastic bags in and out of meeting space
- Seating capacities and floor plans to be reviewed on an event by event basis
- All shared equipment and meeting amenities to be disinfected before and after each use
- Multiple entrance and exits including fire exits will be made available for use as per meeting needs to allow proper physical distancing while entering and exiting the hotel.
- Front line staff wear masks
- Front line staff wear gloves
- Staff required to stay home if felling unwell
- Daily temperature check for the staff prior to starting the shift
- No-contact catering options
- Room service dropped off in hallway
- Pre-packaged and/or single plated meals (no self -serve buffets)
- Modified restaurant configuration (limited seating to allow for physical distancing)
- Resturant(s) have patio/option to eat outdoors
- Plexiglas barriers installed in restaurant
- Serving staff wear masks
6083 McKay Ave, Burnaby
604.438.1200
- Hourly cleaning of public areas (elevator buttons, furniture and door handles)
- Hands-free hand sanitizing stations throughout property
- Plexiglass divider installed at customer service desks
- Contactless payment (tap terminals, no cash)
- Wayfinding, direction signage, markers to encourage physical distancing
- Digital check-in
- No more than 2 people in elevators
- Keyless entry
- Rooms are left vacant for 72 hours between guests
- Cleaning with industry approved products and hospital grade wipes including room keys, remotes, door handles, light switches, flat surfaces, televisions
- Housekeeping staff practice diligent hand hygiene at all times during their shift
- Adequate supply of clean towels, toilet paper, plain hand soap and shampoo is available in rooms upon check in
- Hand sanitizers stations throughout meeting and conference spaces
- Meeting rooms are configured to allow 2m between seats
- Wayfinding, direction signage to encourage physical distancing
- Large or one-way only aisles
- AV capabilities for hybrid conferences (with both in-person and remote attendees)
- All linens including underlays replaced after each use
- Linens transported in sealed singles use plastic bags in and out of meeting space
- Attendant to manage flow of patrons in restrooms
- More information in “Links and Documents” section below
- Staff required to stay home if feeling unwell
- All staff that can not maintain 2m distance beween themselves and guests are mandated to wear masks
More information coming soon
Please see the latest updates on Hilton’s Clean Stay and EventReady programs.
Guest Resources
Meetings & Convention Resources
Meeting Room Floor Plans
- Baccarat – U Shape
- Crystal Ballroom – Rounds (4 people/table)
- Crystal Ballroom – Rounds (100 people)
- Tiffany Ballroom – U Shape
AV Resources
4405 Central Blvd, Burnaby
604.438.1881
- Hourly cleaning of public areas (elevator buttons, furniture and door handles)
- Hands-free hand sanitizing stations throughout property
- Plexiglass divider installed at customer service desks
- Contactless payment (tap terminals, no cash)
- Wayfinding, direction signage, markers to encourage physical distancing
- Touchless check-in
Pool Protocols
- First come first served
- Maximum 10 guests from no more than 3 guest rooms
- Key must be signed out at front desk
Gym Protocols
- First come first served
- Maximum 2 people at one time
- Key must be signed out at front desk
- Cleaning with industry approved products and hospital-grade wipes including; room keys, remotes, door handles, light switches, flat surfaces, televisions
- Housekeeping staff practice diligent hand hygiene at all times during their shift
- Adequate supply of clean towels, toilet paper, plain hand soap and shampoo is available in rooms upon check in
- Modified Room Service (upon request only), towels/linens left outside room upon request
- Modified protocols for linens during room cleaning (storage, transportation)
- All extra collateral removed from guest rooms to minimize high touch points
- Disinfecting kits placed in guest rooms
- Hand sanitizer stations throughout meeting and conference spaces
- Meeting rooms are configured to allows 2m between seats
- Way-finding, direction signage to encourage physical distancing
- Large or one-way only aisles
- AV capabilities for hybrid conferences (with both in-person and remote attendees)
- All linens including underlays replaced after each use
- Linens transported in sealed singles use plastic bags in and out of meeting space
- No-contact catering options
- Pre-packaged and/or single plated meals (no self -serve buffets)
- Modified restaurant configuration (limited seating to allow for physical distancing)
- Serving staff wear masks
- Breakfast bar is open cafeteria style. Distanced seating for guests or pick up and take out option. PPE, disinfection and distancing signage in place
- Front line staff wear masks
- Staff required to stay home if felling unwell
- Front line staff wear gloves when necessary
- Promote contactless interactions and increased hand washing/sanitizing protocol
7330 6th Street, Burnaby
604.524.8501
- Wayfinding, direction signage, markers to encourage physical distancing
- 12 rooms have kitchens or kitchenettes
- Offer a complimentary pre-packaged snack pack
- Housekeeping staff practice diligent hand hygiene at all times during their shift
- Hand sanitizers stations throughout meeting and conference spaces
- Meeting rooms are configured to allow 2m between seats
- Wayfinding, direction signage to encourage physical distancing
- Front line staff wear masks
- Staff required to stay home if felling unwell