Shangri-La Group Welcomes Guests Back With Enhanced Hygiene Protocols Under “Shangri-La Cares”

As travelers look towards the future, health, safety and sustainability will remain top of mind, particularly as the world continues to react and respond to the COVID-19 pandemic. To address this, in June 2020, Shangri-La Group introduced the Shangri-La Cares commitment that elevates the already rigorous hygiene and safety protocols for all properties worldwide.


Shangri-La Cares reinforces the Group’s commitment to caring for people as well as the Group’s distinctive Asian hospitality as we welcome guests back to our hotels and resorts. Shangri-La Group has rolled out a pilot program at select hotels, which have been operating throughout April and May, to refine additional health and safety protocols and to expand on already rigorous operational protocols with respect to the pandemic situation. All new procedures and protocols form the cornerstone of an ongoing commitment that will be introduced globally in June 2020 to ensure guests have complete confidence and peace of mind during their stay.


Implementing Enhanced Cleanliness Protocols and Procedures

Shangri-La has followed recommendations laid out by the World Health Organization, or more stringent local directives where appropriate, to ensure its operational protocols are comprehensive. Concrete measures have been adopted at all hotels and resorts to combat the risk of COVID-19 so that guests can feel safe when staying at or visiting its properties. These protocols include:

  • Increased frequency and full attention to deep cleaning of all high-touch surfaces and areas used by guests throughout the hotels;

  • Use of medical grade sanitizers and disinfectants, which are approved by the United States Environmental Protection Agency;

  • Increased cleaning frequency of air filters and air-conditioner systems to ensure optimal air quality;

  • Safe dining, meetings and events with extra precautions to respect physical distancing and enhanced food safety practices.

Enabling Our People

Caring for people is the bedrock of Shangri-La’s service value. To reinforce the strong culture of health and safety, the Group has enhanced training, learning and development resources for colleagues on essential preparatory and prevention measures. This includes direction on cleaning and sanitization frequency, ultimately enabling them to better serve guests and safeguard their own well-being. This training is certified by long-term partner and global hygiene solutions provider, Diversey. As a leading global hygiene and cleaning company, Diversey specializes in developing cleaning and hygiene technologies across industry sectors, such as health care, hospitality, retail and food services.


Colleagues will also be equipped with personal protective equipment where necessary. Shangri-La will continue to build awareness on sanitation standards, as well as developing program for colleagues on stringent personal hygiene practices to ensure a safe work environment.

Elevating Our Standards

As the situation continues to evolve, Shangri-La Group has been reviewing and elevating its standards and practices to prepare for a “new normal.” This includes enhanced operational guidance, safety and sanitation protocols on infection prevention and outbreak readiness programs that are developed in close cooperation with Diversey. The Group has rigorous processes in place to verify the effectiveness of cleaning and disinfection protocols and will monitor compliance with regular inspections and reporting tools. These measures will be updated based on the local requirements to ensure they meet evolving customer needs and expectations.


“The health and safety of our colleagues and guests is of utmost priority. At Shangri-La, it is in our nature to look after people, to anticipate their needs and go above and beyond to ensure they have a memorable experience. We remain humble and true to our founding ethos with this commitment that will ensure we do our best to take care of people,” said Lim Beng Chee, chief executive officer of Shangri-La Group. “To meet new challenges and evolving customer expectations, we are focusing on enhanced hygiene protocols, elevating our standards and safeguarding our guests and colleagues’ well-being. We would like to convey our heartfelt care by creating a safe environment where everyone feels comfortable and trusts in our ability to ensure their safety and health - so that they can focus on moments that truly matter.”


For more information about Shangri-La Group’s extensive health and safety standards, please visit the Shangri-La Cares website.