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15 de November, 2021 by iolnegocios

Taking into account the recommendations implemented by the General Directorate of Health (DGS), INTIHOLIDAYS is committed to implementing and strictly following the safety protocols. These procedures were adapted according to the type of activity that the company carries out.


Our first mission is to ensure guests are well welcomed. Our guests come to Portugal to have a good time and not to spend their days in stress just thinking about the risks of contracting CORONAVÍRUS.
We have an obligation to inform them preventively, but our mission is to make them feel good and, above all, support them while they are in our country. The private accommodation spirit is “more than just accommodation, it’s like having a friend in town” has never made so much sense.
So, the first and most important recommendations are:
1. Avoid disproportionate prevention measures that cause a hostile environment or discomfort for guests, such as receiving them with masks.
2. Treat the subject matter-of-factly, as an important piece of information, among others, to give to guests. After all, in terms of prevention, it is so important to teach them to work with the stove’s induction hob to avoid accidents, such as talking about COVID19.
3. Pass above all trust. Show that there is a national health system that is universal and that you can count on our support as hosts.


Since check-in can provide close contact, the first precautionary recommendation is trying to create ways of “self check-in” through door access by codes or placement of safes with keys. INTIHOLIDAYS will be able to facilitate and provide the “Self Check-in” when requested in advance and in accordance with the company’s internal procedures for this purpose.
In these cases, take into account that:
 Self check-in can never mean absence, leaving the guest on their own unaccompanied. More than ever guests need guidance and support.
 If the access system is automatic, it is advised to ask the guest to communicate as soon as they manage to enter the accommodation.
 And, immediately afterwards, call to transmit by phone, Skype or other way of calling the normal directions for the apartment and the recommendations regarding the COVID-19 crisis.
 Reinforce the manuals, signs with information about COVID-19, prevention measures, what to do in case you have symptoms or suspicion of infection
 In these cases of self check-in, it is also necessary to remember to include access keyboards and safes in the cleaning routines, as they are often installed outside the unit.


If you have to do face-to-face check-ins and taking into account that the main way of spreading the virus is by direct contact, it is at the face-to-face check-in that the main precautions in terms of prevention must be included, both for guests, the owner or staff.
Some guidelines, especially for guests from affected regions:
 If the check-in is in person, in a subtle way, you should avoid direct contact with guests, namely, avoid shaking hands.
 It is a delicate situation, as it can be extremely embarrassing or even offensive, in case the client reaches out and the host refuses to greet him.
 If there is any physical contact, it is not a cause for anxiety. Just avoid putting your hands over your mouth, nose and eyes and wash them as soon as you can.
 Tip: A subtle way to avoid shaking hands is to have your hands full when you welcome guests and then verbally greet them.
 It is not recommended to use any type of mask at check-in.
 First, because according to the recommendations of national and international health organizations, masks should only be used by infected people who present symptoms of COVID-19 or who have had contact with them, or by health professionals.
 Furthermore, from the point of view of Tourism and taking into account the national culture where there is no generalized use of masks, it creates a very bad impression.
 At the end of check-in (and out of sight of guests), wash your hands.
 If there has been physical contact with guests, avoid putting your hands over your face, mouth, eyes before washing them. Always follow the complete method of hand cleaning practiced by DGS and which should last 20 seconds or more.
 If soap and water are not readily available, use an alcohol-based hand sanitizer with at least 70% alcohol. Note: it can be a good measure for those responsible for check-in to always have some disinfectant gel with them, as they are regularly in close contact with guests.
 Ensure that all foreign guests complete the mandatory SEF (BORDERS AND CUSTOMS) bulletin, without exception.
 Thus, if someone is identified as infected in the group or in people in their circle of acquaintances, the authorities will be able to identify precisely and quickly who are the people at risk of infection.
 This procedure is already mandatory by law, so it is enough to comply with it, it is not necessary to associate the procedure to the coronavirus crisis.
 Not only because of the prevention of COVID19, but for other emergencies, many cardholders ask for the telephone contact of more than one guest and in some cases they even ask for a family member or friend who is not present on the trip (as some airlines do ).

During check-in, naturally, mentioning that it is part of a prevention campaign, among other information you deem opportune, it is suggested to transmit the following instructions to the guest:
 That the national health system is open and universal and that a special protocol for information and support on Coronavirus has been created.
 Inform that in case of doubt, the first step is not to go straight to the hospital, but to contact the SNS24 helpline or call your host.
 Show and remember where the information is in our welcome guide made available in digital format and sent 14 days prior to each guest’s arrival. .
 Give the contact of the person in charge of the private accommodation for any support on the subject.

Which cases apply?
 If they present any of the symptoms of the disease: fever, cough, difficulty breathing, possibly accompanied by headache and pain in the body.
 If, during the stay, they are informed that someone with whom they had close contact in the last few days had confirmation of infection by COVID19.
What is the recommendation for these cases:
 According to the DGS, people should not go directly to the hospital or health center, but first call the SNS24 line (Tel. 808 24 24 24).
 Contact by foreigners with this line can present challenges, either because of the access to the line by foreign mobile phones, or because of the difficulty in communicating with the line’s support professionals.
 It is essential, therefore, that the information with the number of this line given to guests is also provided with a direct contact for a person responsible for the private accommodation who can support the guest in case of difficulty.
 In addition to other copies, it is recommended that the leaflet or document containing the SNS24 number also include the emergency contact of the person in charge of the private accommodation, as well as the full address of the property if requested by the health service.
 As indicated by the DGS, there are staff on the line prepared to provide support in other languages ​​or at least in English.
 If only one or a few members of the group have symptoms, as far as possible suggest that they stay in a room or room separate from the others.

Tips on how to overcome some of the obstacles in contacting the SNS line by foreign guests:
 It is possible that the guest will not be able to call the line of a foreign cell phone, as it is an 808 number.
 Systems like Skype and many other international online services also have the same impediment.
 In this case, it is suggested that if the guest does not have access to another telephone, contact the person responsible for the private accommodation to ask for help in contacting the SNS line.
 At this point, for the time being, another potential problem has been detected: line assistants can only give guidance if the person making the call is next to the potential patient, which means that it may not work to call on behalf of the guest and relay on your place the situation.
 Tip: an alternative is to temporarily forward calls from another mobile phone that the private accommodation responsible has available to the SNS 24 line, and which preferably is not the main contact number of the private accommodation responsible with whom the guest communicates .
 You can then ask the guest to call this other number and then the call will be forwarded to SNS24 and the guest will be able to speak directly to the line assistants as provided for in the protocol.

It is the professionals from the SNS24 line who will carry out the screening and indicate the measures to be taken in accordance with the risk diagnosis of the situation.
To see the evaluation procedures for professionals in the SNS24 line, you can consult the following document from the DGS for hotels and similar, starting on page 48:
But in general terms, the services may come to the conclusion that:
1. It is an unvalidated suspected case, but according to the degree of risk they can make different types of recommendations in terms of isolation and prevention.
2. It is a validated case, in this situation the person must remain in an isolated environment (see isolation areas below) and await the arrival of the INEM team.
3. There have still been no cases of infected tourists in Portugal in local accommodation, whose characteristics are very different from hotels, so there is still some doubt as to how the authorities will react and what guidelines they will give for an unvalidated case, since the person suspected of having an infection is passing through and may not be able to or will not be able to do the 14-day quarantine period.
You should instruct the guest to leave the details of the person responsible for the AL as an alternative contact person and ask the guest to call immediately after contacting the SNS24 hotline to report the completion of the assessment.

All establishments and companies must define an isolation area so that suspicious persons can wait safely and comfortably when the health authorities arrive.
 In the case of the private accommodation in the “villas” and “apartments” modalities, the isolation is simpler since the property is for the exclusive use of the guest.
 In this case, it should only be suggested that, if possible, the person suspected of having an infection is separated from the other members of the group in a separate room that is well ventilated to the outside, preferably a bedroom or even the living room.
 In this facility, the patient’s companions should be instructed to provide basic comfort resources such as water, a telephone or cell phone for communication, a garbage bag with a plastic bag and preferably with a manual opening (they can, for example, pick up one from the kitchen or bathroom ), if possible TV and internet access to provide some entertainment during the wait.

If it is not recommended that the patient be referred by the INEM to a health unit, but rather that he/she stay in quarantine, a series of questions and difficulties may arise.
There is no set rule for these cases in an private accommodation, but everything involves analyzing and discussing with the guest and taking into account some situations:
 What was the degree of risk determined by the healthcare line and what was the recommendation?
 What are the other elements that make up the group? Are there people from higher risk groups? What kind of contact did you have?
 Is it better to stay in a different place than the person who should be quarantined?
If the guest has to be quarantined and is interested and willing to stay in the unit, the following must be taken into account:
 Are there other reservations or appointments with the property already booked? Will it be possible to change them?
 Will the guest be available to pay for the quarantine days? What will the price be?
 You need to talk openly with the guest about these issues to try to reach an agreement.
 Must indicate a person in the group of guests to be the liaison with the person responsible for the private accommodation and obtain the telephone number and other forms of contact for this person.
If there is no agreement or the house is not available for quarantine, what to do?
In this case, it is best to contact the embassy of the guest’s country, explain the situation and ask for help.

In case of suspected infection and quarantine, the need to provide various types of support to guests may arise, such as:
 Support them in contacting the Health Service (SNS24) as mentioned above or even staying as an alternative contact.
 If guests have to be isolated in the unit, it may be necessary to support them locally in obtaining food or purchasing medicines and protection, cleaning products.
 If the holder/guardian of the private accommodation does not live in the same city, he must find someone locally to support these tasks or even make available the contact of food or product delivery companies in general, but always informing them of the situation to avoid direct contact.
 When providing this support, bearing in mind that these are already symptomatic or suspected cases, avoid physical contact or be in close proximity without protection. In this case, the use of a mask is justifiable.
 Forcible stays after the scheduled departure date from the booked accommodation will be the sole responsibility of the guest present at the property or the person who booked.
 In case the next guest has to be relocated, these expenses will also be the responsibility of the guest occupying the respective private accommodation. (includes possible damages).
 INTIHOLIDAYS will do everything to minimize the incident(s) but can never be held responsible.

You must have in stock a basic sanitation kit that includes at least the products mentioned below and others that you find indicated.
This kit can be kept in a more hidden place inside the unit to be made available in case of suspected infection:
 Alcohol-based hand sanitizer
 paper towels
 Surgical mask(s)
 Disposable gloves
 Thermometer

Desenvolvido por IOL Negócios @2021 Intiholidays. Todos os direitos reservados.