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An update from our CEO – Announcing Centara Complete Care Programme

Over the past few weeks, we have seen the beginnings of a return to some form of normality – or should I say a “new normal” – around the world, supported by the gradual easing of the numerous restrictions in place. This positive outlook, especially in countries like Thailand where the number of new COVID-19 infections has for weeks remained in the single digits, and at times zero, gives us hope that the worst of these unprecedented times is behind us.

Looking ahead, we are cautiously optimistic as we adapt to a new world of evolved travel norms and fully commit our teams to meet increased global expectations for hygiene and safety.

Behind the scenes, we have been carefully rethinking and planning our approach to health and hygiene procedures. I would therefore like to personally share an update on Centara Complete Care, which draws on the Group’s ethos of total care and sincere attention for all our guests, partners and staff.

The extensive Centara Complete Care programme was developed to ensure the protection, safety and wellbeing of our guests and employees. It focuses on total care and has been devised in partnership with ECOLAB, the global leader in hygiene technologies, and SGS, the world’s leading inspection and verification specialists.

As we prepare to re-open our hotels and resorts, a number of changes have been implemented which our guests will notice from the moment they check-in
and throughout their stay with us. These include:

  • Social Distancing: Appropriate social distancing rules applied in all areas including protective screens at reception and contactless payment options offered, as well as reconfiguration of restaurant seating, fitness equipment, and sun loungers.
  • Enhanced Hygiene Practices: Face masks are worn by all service staff, self-service dining is restricted, high-touch items are removed from guest rooms and Kids’ Clubs. Sanitising stations are placed throughout the hotels and masks made available for guests. Upgraded laundry and dishwashing protocols.
  • Increased Sanitation: Revised cleaning protocols including increased frequency of sanitation and electrostatic spray disinfection of rooms and public spaces. Sanitisation of key cards and high-touch points throughout the hotel. Sports equipment and spa treatment rooms disinfected after every use, and Kids’ Clubs sanitised every 15 minutes.
Centara Complete Care was designed to follow the stringent guidelines set by the World Health Organisation (WHO), the World Travel and Tourism Council (WTTC) and local health authorities. If you would like to learn more about our programme, a more comprehensive outline can be found on our website.

We understand that to book with confidence in the current climate we need to give guests a new level of flexibility. Therefore, to support those wanting to book an escape for when they are ready or able to travel again, we’ve launched two offers that provide just that.

Stronger Together is a fully flexible plan with free cancellation policy and fixed low rates starting from THB 960, whilst Help The Heroes is a cash voucher offer valid until October 2021 in which we increase the value of vouchers purchased by 25% and donate a further 25% to charities fighting the pandemic. We hope this will provide the peace of mind guests require when planning their next holiday.

For 37 years, we at Centara Hotels and Resorts have placed guests at the heart of everything we do. Our commitment to the highest levels of care has now led us to adopt and apply new hospitality norms. Together with our valued guests, we’re redefining how we approach wellbeing, and I am certain we will emerge from this situation stronger, with a smarter, safer approach to travel.

Our health and safety protocols may have changed, but the Centara experience that makes our hotels and resorts The Place to Be remains the same. When you’re ready to travel again, we will be here waiting to welcome you back with heightened levels of hygiene and a very familiar sense of heartfelt care.


Thirayuth Chirathivat
Chief Executive Officer
Centara Hotels & Resorts