Frequently Asked Questions


  • If you have booked through a tour operator or agency that is not our website, please contact them directly.
  • How long will Universal Hotels be closed ?
    • Due to the restrictions on the entry of tourists to Spain and the need to implement proper health and safety regulations, we inform you that Universal Hotels don´t expect to open before 1st of July.
  • What do I have to do if I have a reservation with arrival day before the 1st of July?
    • If you have a valid reservation with arrival date before the 1st of July, contact us at and we will offer you range of different possibilities.
  • What happens if i have a reservation with an entry date later than 30/06 and my flight is cancelled?
    • Contact us at and we will inform you regarding the options.
  • Check in online before arrival. We send a link with the travel documents. This reduces the waiting time at check-in and you don't have to hand in your ID.
  • The reception staff is separated by Plexiglas panels.
  • Distance marking at reception.
  • Non-contact clinical thermometers available. However, fever is not usually measured on guests.
  • Disinfectants are available at all entrances, in front of the elevator, at the entrance to the dining room, etc.
  • Several times a day cleaning of all public areas.
  • We recommend the use of credit cards if possible, do not use cash. The credit card POS is disinfected after each use.
  • The keys or cards deposited at the reception will be disinfected.
  • Computers, telephones, pens, etc. are disinfected after each employee shift change.
  • Covid-19 signs with the rules of conduct are available in several languages.
  • Guests are aware of social distancing.
  • Bathroom towels are still rented. Hands are disinfected on delivery.
  • The guests' phone, the guests' computer and the tour guides' folders are not provided.

Restaurant and bar

  • Specific hygiene rules apply. Regular ventilation and disinfection of all areas
  • Breakfast:
    • Hot meals are served by employees.
    • Bread, toast, sausages, cheese, etc. can be picked up with individual tweezers.
    • Coffee, milk and tea water are served in individual cups.
    • Yoghurt, fruit, marmalade, etc. in individual portions.
  • Lunch/dinner:
    • Hot meals are served by employees.
    • Additional show cooking.
    • Salads, appetizers and desserts in individual portions.
  • There are no individual areas for condiments, salt and pepper. Salt and pepper in small paper portions (like on an airplane).
  • Ensuring a minimum distance between restaurant tables and in the bar.
  • Table communities are made up of guests who travel together.
  • All items from this service should be put in the dishwasher.
  • Service personnel wear face masks if the minimum distance cannot be maintained.
  • Menus are sanitized and available with a QR code for mobile phones.


  • Maximum reduction of textiles. No bedspreads, decorative cushions, etc.
  • Waste bin in the bathroom with a lid, double plastic bag and foot pedal.
  • More blankets and pillows not in the wardrobe, but on request.
  • Cleaning of the hairdryer with filter included after the change of guests in the room.
  • Disinfection of the remote control, telephone, clothes hanger, etc. after changing guests
  • There is no service folder, information sheet, etc. in the room.
  • There is no minibar service (at Don Leon).
  • Employees (waitresses, technicians) only enter the rooms when there are no guests in it.
  • Change of gloves after each cleaning of the room.


  • Maximum load reference.
  • People who do not travel together can only share the lift by wearing a face mask.

Swimming pool

  • Specific hygiene protocols are applied, maintaining the recommended chlorine level.
  • The pool loungers are placed at the minimum distance.
  • Regular cleaning and disinfection of the sun loungers
  • Sharing of umbrellas only for those travelling together.
  • Soap is available in the shower area.


  • Limit the number of people and space to maintain safety distances. Outdoor activity.
  • Do not exchange animated objects, disinfect them after use.
  • The nightly animation will take place respecting the minimum distance.

Cleaning program

  • Extended cleaning frequency.
  • Frequent ventilation.
  • Cleaning with disinfectants, there are dosage specifications.
  • Cleaning equipment and trolleys are disinfected after each use.
  • Garbage bags are closed immediately after collection.
  • Cleaning is recorded in a protocol.
  • Used materials such as bedding or towels etc. are transported in bags.
  • Air conditioning systems and filters are regularly maintained.

Guidelines for employees

  • Protective masks should be worn if a minimum distance of 1.5m cannot be maintained.
  • Extensive staff training by an external specialist company.
  • Regular washing and disinfection of hands.
  • After touching money and outside objects, after sneezing or blowing your nose, wash or disinfect your hands properly.
  • Keep safe distances, do not salute with contact.
  • Wash or disinfect the uniform daily at 60 degrees. Strict separation of uniform and casual clothing in plastic bags.
  • Disinfect user interfaces such as the smartphone or display regularly, especially after shift changes.
  • Create the conditions for maintaining the specified safety distances for personnel in all areas (changing rooms, kitchen, bathrooms).

Management of guest contagion

  • If a guest shows symptoms, he is isolated in the room.
  • Doctor's visit and test in the room.
  • Information for fellow travelers and tour guide.
  • If the test is positive:
    • Isolation in the room.
    • Everything necessary is provided (food, drinks, thermometer, medication, etc.)
    • Cleaning with special protective clothing.
    • Registration of all persons who have been in contact with infected persons.
    • If transfer to hospital is possible, the decision is made by the health authorities on the measures to be taken in each case.
    • The room will not be used for one week after the transfer and will be specifically disinfected.
    • There is no general quarantine in the entire hotel.

Management of employee contagion

  • If an employee shows symptoms, he is sent home immediately.
  • Medical evaluation and tests.
  • Information to the employees who were in contact and tests.
  • If a test is positive, additional disinfection of the work area.
  • Decision of the health authorities on additional measures.


Preventive measures and standards COVID-19