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Guidance for hotels looking after those isolating due to coronavirus

About the guidance

Hotels and other accommodation are now able to open all guests.

In addition to guests that are not isolating, accommodation facilities may host people who are isolating either with confirmed COVID-19, symptoms, due to return from travel or potential contact with confirmed cases who can't return to their normal residence.

If a guest receives a positive PCR test the accommodation provider should consult the guidance for accommodation providers if a guests tests positive.

The following guidance is provided to support facilities who are hosting those isolating in order to minimise the risk of transmission between staff and guests.

Make sure you also read

Know the symptoms

The employer should make sure that all hotel staff are aware of the symptoms of COVID-19 and know what to do if they develop any of the symptoms.

Guidelines where guests are self-isolating for COVID-19

Where guests are self-isolating for COVID-19 the following guidelines should be followed for the duration of their isolation period.

Food preparation and delivery

Food handling and preparations must be undertaken in accordance with the guidelines published.

Hotels should deliver food and drinks orders to outside the occupant’s room and the occupant should take the food into the room only when the corridor is clear.

Food trays, dishes, and cutlery

The occupier should be provided with a container for dirty cutlery and advised to only touch this after thoroughly washing their hands.

All used cutlery should be placed in this and then moved to the corridor when ready for collection.

It is recommended to let the occupants have their own dedicated cutlery (plates, bowls, knives, forks, spoons, glasses etc) throughout their stay to reduce the risk of cross contamination.

Disposable gloves should be worn when handling the used trays, dishes and cutlery.

Any disposables should be discarded with other general waste (see guidance on waste disposal below).

Wash reusable dishes and cutlery in a dishwasher with detergent and hot water as usual.

Linen, towels and clothing

Fresh linen and towels may be delivered to the occupant at an appropriate frequency (they may need to change their linen more frequently if feverish).

The linen and towels should be left at the door and the occupant made aware it’s available for them to take in for them to change on their own. 

If linen, towels or clothing require laundering they should be collected in a laundry bag.

Dirty linen, towels or clothing should be secured in a laundry bag by the occupant and left in the room for a minimum of 72 hours before being put out for collection.

When ready to remove the occupant should wash their hands thoroughly (following the 20 second rule) before placing in the corridor and making the staff aware it is ready for collection.


Laundry staff should wear gloves when handling laundry from the guest's room.

It should be emptied directly from the laundry bag into the washing machine and laundered on a normal hot cycle then air or tumble dried.

Waste management

Waste should be double bagged by the occupant within their room and left for 72 hours before being put out for collection.

When ready to remove, the occupant should wash their hands thoroughly (following the 20 second rule) before placing in the corridor and making the hotel aware it’s ready for collection.

The hotel staff should remove this immediately while using disposable gloves and masks followed by handwashing.

Room cleaning

The cleaning of rooms should be deferred until the end of the isolation period.

Some cleaning tasks may be able to be undertaken by the guest in isolation if provided with appropriate cleaning equipment.

The occupier should be provided disinfectant, wipes and tissues to help them control the spread of the virus in the room.

The use of disposable equipment, especially disposable cloths, is strongly recommended, with a fresh cloth used for each room. If other cloths are used they should be laundered in hot water wash before re-use.

The room should be left for 72 hours after the isolating guest has departed before being cleaned.

Cleaning products

While the virus may survive on some surfaces from hours to several days, routine cleaning products are effective at disinfecting these surfaces.

Disinfection of special areas

In addition to routine cleaning, the following surfaces in the room which are commonly touched should be disinfected:

  • door handles and light switches
  • tables and counters
  • armrests of chairs (if not fabric)
  • TV buttons and remote controls, telephones, air conditioner (A/C) buttons and remote controls, kettle handles, fridge door handles
  • bathroom including door handle, door lock, toilet seat and buttons, taps, wash-basins, counters, shower and/or bath

Method of cleaning

Clean the surface first with a neutral detergent and water, and then apply the disinfectant as instructed on the disinfectant manufacturer's label. Ensure the recommended contact time occurs. Allow to dry completely.

Adhere to any safety precautions or other label recommendations as directed (e.g. allowing adequate ventilation in confined areas such as toilets).

Avoid using application methods that cause splashing.

Standard disinfectants cannot be used on some surfaces, e.g. television remote controls and telephones. For these surfaces, alcohol solutions are recommended.

Consider using impermeable and cleanable zip-lock plastic bags to hold TV and A/C remote controls as these items are likely to be handled frequently.

If guests are permitted to leave their room or are suspected to have left their room, clean and disinfect any other areas outside the room that may have been used such as elevators (buttons and hand-rails), sauna, spa and pool areas, public telephones and vending machines.

Upholstery and carpets

Special cleaning procedures for upholstery, carpets and storage areas are not necessary unless obviously soiled.

Responsibilities of the hotel / accommodation


Individuals in isolation must have their rights with respect to their protection of their personal health information maintained.

This means that, information about the individual's health situation should only be discussed with those staff members directly involved with assisting quarantine. In practice this may include relevant laundry and catering staff.

Provision of Personal protective equipment (PPE)

 Hotels to make disposable gloves available to the cleaning, catering and laundry staff.
Disposable gloves should always be worn while cleaning the room, toilets and other common areas, and when handling food and dirty laundry. Dispose of gloves if they become damaged or soiled or when cleaning is completed. If gloves become damaged during use, remove and wash hands for 20 seconds and replace with new gloves.
In line with the Government of Jersey guidance on PPE for health, care and essential workers, no other PPE will be required as hotel staff should have no reason to get any closer than 1 metre to guests with COVID-19.

Urgent medical aid

If a person who has self-isolated develops symptoms, the hotel must seek advice from the Helpline or notify the emergency services if symptoms deteriorate. Staff should avoid contact with guests who become unwell.

Wellbeing and precautions

The hotel should contact the guest at least once daily to see how they’re doing and to encourage them to make contact should they need anything.

Remind the guests to not to leave hotel and follow the guidance on isolation.

If the guest leaves the room for medical reasons they should be advised to wear a mask.

Advice for hotel guests in self-isolation

The hotel should refer guests to the advice on isolation with particular attention being given to guidance on how long they should isolate which is dependent on their individual circumstances.

The guests must remain in their room at all times for the duration of their isolation period.

If they request to leave for any reason (other than emergency medical) we advise they contact the Helpline on +44 (0) 1534 445566.

The guests should not be allowed any visitors to their room. They cannot have the room door open and talk to visitors in the hallway.

Advice for all guests in hotels

All guests, including those not self-isolating, should be requested to minimise time in communal areas of the hotel including receptions and corridors to reduce risk of infection to other guests and colleagues. Those in self-isolation should remain in their rooms at all times.

Where possible, to limit to 1 or 2 people at a time in lifts where possible, or to use the stairs if appropriate.

Further information for hotels

Operational considerations for COVID-19 management in the accommodation sector issued by the World Health Organisation

COVID-19 advice for accommodation providers issued by

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