Home Made Guest Studios
INTERNAL PROTOCOL & CONTINGENCY PLAN
This document discloses the essential points of the Internal Protocol (which
includes the Home Made Guest Studios Contingency Plan) for illness due to
Coronavirus (COVID-19) established by Home Made Guest Studios and provides
information to company employees and subcontracted employees about this
new disease, on the prevention and control measures for this infection, and on the
procedures and measures to be taken when identifying suspected cases and / or
The internal protocol was developed based on: Guideline No. 008/2020 Infection by
SARS-CoV-2 (COVID-19) Guidance, control and surveillance procedures in hotels,
Guideline 014/2020 SARS-CoV-2 infection (COVID-19) Cleaning and disinfection of
surfaces in public service establishments or similar, and in the
Guideline No. 006 / 2020- SARS-CoV-2 infection (COVID-19) – Procedures for
prevention, control and surveillance in companies , issued by the General Health Directorate.
prevention, control and surveillance procedures in companies, aim to contain the expansion
disease caused by infection with the new Coronavirus (SARS-CoV-2) and declared by the
World Health Organization, as an international pandemic, on March 11,
Home Made Guest Studios is committed to Turismo de Portugal of
follow all published recommendations and obtained the “Clean & Safe” seal for all
This Internal Protocol can be updated at any time, taking into account the
evolution of the epidemiological picture of COVID-19.
1.1 COVID-19 disease
Coronaviruses are a family of viruses known to cause disease in humans and
are quite common around the world. The infection gives rise to nonspecific symptoms such as
cough, fever or difficulty breathing, or present as a more serious illness, such as
pneumonia, with acute respiratory failure, kidney failure, among others.
The new coronavirus (SARS-CoV-2), the causative agent of coronavirus disease
(COVID-19), was first identified in December 2019, in the City of
Wuhan (China). Although the epicenter of the epidemic occurred in Wuhan,
Hubei (China), where most cases are reported, the risk of infection is not
limited to Wuhan, but to any region with confirmed cases where there is
active and sustained transmission of the virus. The incubation period for the new coronavirus is
2 to 14 days. This means that if a person stays well 14 days after contacting
with a confirmed case of coronavirus disease (COVID-19), it is unlikely that
has been infected. After exposure to a confirmed case of COVID-19,
the following symptoms appear:
● Breathing difficulty;
In general, these infections can cause more severe symptoms in people with
weakened immune system, older people, and people with chronic diseases
such as diabetes, cancer and respiratory diseases.
1.2. The Transmission of COVID-19
It is considered that COVID-19 can be transmitted:
● By respiratory droplets (particles larger than 5 microns);
● By direct contact with infectious secretions;
● By aerosols in therapeutic procedures that produce them (less than 1
Current knowledge about SARS-CoV-2 transmission is supported by knowledge
about the first cases of COVID-19 and about other coronaviruses of the same subgenus.
Person-to-person transmission has been confirmed and is believed to occur during
close exposure to a person with COVID-19, through the spread of droplets
produced when an infected person coughs, sneezes, or speaks, which
they can be inhaled or land in the mouth, nose or eyes of people in close proximity. THE
contact of the hands with a surface or object with the new coronavirus and then
contact with the oral, nasal or ocular mucous membranes (mouth, nose or eyes), can lead to
transmission of infection. To date, there is no specific vaccine or treatment for this condition.
The preventive measures under COVID-19 to be instituted by the company should take into account
● direct transmission (by air and by contact) – secretions can be directly
expelled into the mouth or nose of those around (perimeter up to 2 meters) or
they can be inhaled into the lungs;
● indirect transmission (contaminated surfaces / objects) – a person also
can become infected by touching surfaces or objects that may have been
contaminated with respiratory secretions and then touch your own mouth,
nose or eyes. In the light of current knowledge, it is thought that SARS-CoV-2 can
remain on surfaces for at least 48 hours. If there is no
cleaning and proper disinfection, and increasing their frequency, surfaces
they can constitute reservoirs of viruses and other microorganisms.
From what is known from other coronaviruses, transmission of COVID-19 happens
when there is close contact (radius up to 2 meters) with an infected person. The risk of
transmission increases the longer the period of contact with an infected person.
The droplets produced when an infected person coughs or sneezes (secretions
respiratory infections that contain the virus) are the most important route of transmission,
should pay attention to respiratory etiquette rules and maintenance of the
social distance (2m).
2. TRAINING, INFORMATION AND COMMUNICATION
2.1 . Train, train and sensitize the team
Home Made Guest Studios is committed to:
● Disseminate the Internal Protocol to all workers and workers
subcontractors in order to guarantee compliance with all requirements at
personal hygiene, social conduct, protective equipment and
● In (train) workers as to the specific procedures to be adopted
before a suspicious case in the company.
● Conduct training sessions on the procedures to be followed in cleaning and
maintenance of the space, complying with the DGS guidelines.
● Make this Protocol available online (on our website) and have it printed on
its facilities, thus being made available to all employees and customers.
● Clarify workers, through accurate and clear information, about the
COVID-19 in order, on the one hand, to avoid fear and anxiety and, on the other,
they are aware of the preventive measures they must adopt
individually and in groups namely:
– Sanitization of hands:
Wash your hands frequently with soap and water for at least 20 seconds or
use hand sanitizer that has at least 70% alcohol, covering all
hand surfaces and rubbing them dry.
– Respiratory label:
Cough or sneeze into the flexed forearm or use a tissue, which should then be
immediately thrown in the trash;
Always wash your hands after coughing or sneezing and after blowing;
Avoid touching the eyes, nose and mouth with your hands.
– Social Conduct / Distance:
Change the frequency and form of contact between workers and between them and employees
avoiding (when possible) close contact, handshakes, kisses, posts
shared workplaces, face-to-face meetings and sharing of food, utensils, glasses and
– Individual protection equipment:
Proper placement, use and removal of all protective equipment
(PPE), recommended by the SO / SST Services, avoiding the exposure of the
SARS-CoV-2 and infection.
– Symptom monitoring:
All employees (internal and external) received training and must self-report
monitor the following symptoms daily: fever, cough or difficulty
2.2. Define Responsibilities
● The person responsible for training, clarification and management of any
suspected case is: Maria João Bacelar (contact details at the end of the document).
● It is to the responsible person that a disease situation must be reported
of a collaborator or visitor with symptoms and connection
epidemiological studies compatible with the possible case definition of COVID-19.
Whenever a situation is reported by an employee or visitor
symptoms, the person responsible must ensure compliance with the
procedures established in the Contingency Plan for Disease due to
● Workers and subcontractors must comply with the rules of the Protocol
● All subcontracted workers must report to their direct manager,
a worker situation with symptoms and epidemiological link
compatible with the possible case definition of COVID-19.
● Whenever a worker situation is reported as a suspicious case,
the direct manager of the worker immediately informs the person in charge of Home
Made Guest Studios.
● Employees must communicate to their Responsible whenever
have been in close and / or direct contact with someone infected by
COVID-19 or with symptoms compatible with the disease. In this case, in
particular, they should monitor their health status, measuring the
body temperature twice a day, recording the values and being
watch out for coughing or breathing difficulties.
2.3. Inform Customers
Customers will be informed about the measures adopted and behaviors to be followed
– Conduct and Personal Protective Equipment
• The use of all common spaces in the building requires rules of conduct
appropriate measures, namely:
• Use of a mask whenever traveling in corridors, stairs or entrance to the
• Compliance with house rules made available online, whose address is
sent to all guests by email and present in the information book at
• Access to the common courtyard of the house has been temporarily blocked.
• If they do not have one, the accommodation has a free kit of
individual protection equipment: mask, gloves and individual solution sachets
• At the entrance to the property, a disinfectant gel dispenser is available, as well
as liquid soap dispensers in all bathrooms.
• Information will be reinforced with clients about social exclusion measures,
along with frequent hand hygiene and breathing etiquette as a
form of hospitality.
• Awareness and information posters will be posted promoting good practices and
guidelines of the General Directorate of Health at strategic points.
3. OPERATIONAL PROCEDURES FOR PREVENTION, HYGIENE AND SAFETY
3.1. Check-In and Check-out Procedures
Changes were made to the check-in and check-out procedures
• Check-in is done online by filling in a check-in form sent
by email after booking.
• Automatic check-in for all reservations.
• Access to the building and the studios is done completely automatically using
access codes that are sent by email along with the check-in form.
• Payment for the reservation is made via the booking channel or website. (TPA inactivation)
• Customer support, if necessary, is mandatory with a mask.
• For all guests with reservations, all check-in formalities must be completed
• The client is informed about the measures taken by the accommodation with regard to
hygiene and safety standards and operational standards.
• Bags: we do not store bags during COVID-19.
• All additional information is given by phone, WhatsApp and email.
• Checkout is not in person and is done until 11am.
3.2. General cleaning and sanitation protocol
The accommodation ensures the cleaning and disinfection of the accommodation units after departure
or before guests enter.
However, as a safety measure for customers and employees, the employees themselves
guests will be responsible for cleaning and sanitizing the accommodation unit
where they are installed during the period of your reservation (there is no daily cleaning
to the studios).
Since the cleaning and sanitizing of the studios is subcontracted by a company
external, it is the company responsible for it that is in charge of complying with the
requirements in terms of cleaning and hygiene. All of these requirements have been passed on
through this protocol to the person in charge and the employee who performs the cleaning of the
studios and their full compliance is guaranteed.
The accommodation ensures the following general points:
• Washing and disinfection of all surfaces where employees and customers circulate,
ensuring control and prevention of infections and resistance to antimicrobials.
• Wet cleaning is given preference over dry cleaning and the use of
vacuum cleaner (with HEPA filter).
• Cleaning, as often as possible, surfaces and objects in common use
(including stair railing, door handles, doorbells,) with a cloth dampened with
• After guests check out, all windows are opened to renew the air.
• For the floor, washing is performed with hot water and common detergent, followed by
disinfection with bleach solution diluted in water.
• In sanitary facilities, washing is performed with a product that contains
detergent and disinfectant composition.
• Regarding cleaning materials, there are different cleaning materials (for use
according to the surfaces and areas to be cleaned.
• The bathroom cleaning bucket and mop is different from the cleaning bucket and
mop to use in the bedroom area.
• The bucket and mop for the floor are reusable, and cleaning and disinfection is performed
equipment at the end of each use / checkout (with water and bleach).
• Cleaning cloths are differentiated for each of the areas, with each studio
a separate set of cloths.
• After cleaning each room, the cloths are disinfected with bleach.
• Employees put on protective equipment whenever they enter the
housing (disposable apron, mask and gloves).
• Employees disinfect all furniture, and reinforce the cleaning and disinfection of the
studios with damp cloth with detergent and disinfectant.
• Cleaning and disinfection of objects that are frequently touched, such as
handles, switches, door handles, remote control equipment, as well as
faucets, towel / paper holders, bottles of amenities, hangers, lamps,
kitchen counter, small appliances.
Cleaning and disinfection products
The company responsible for cleaning and sanitizing guarantees that:
● The manufacturer’s instructions and instructions on product labels and
Safety Data Sheets;
● Chemical products are properly labeled, closed and kept in their
original packaging in order to avoid the risk of food contamination, for example
● Chemicals are stored outside areas where chemicals are handled
food, in a closed and properly identified place and out of the reach of children or
people with special needs;
● The detergents to be used are common or household ones;
● The disinfectants to be used are bleach (sodium hypochlorite) with at least 5% chlorine
free in its original form and 70% alcohol;
● The metallic parts of the surfaces or those that are not compatible with the bleach are
disinfected with 70% alcohol or another compatible product, to prevent corrosion or
● When applying bleach or similar product, windows are opened for ventilation and
renew the air, also helping to dry surfaces faster.
● The stock of cleaning products and materials is in charge of the responsible company.
3.3. Treatment of bed linen and towels
Since the treatment of bed linen and towels is subcontracted by a
external company, is the responsible company that is in charge of complying with the
hygiene requirements. All of these requirements were transmitted through
this protocol to the person in charge, with full compliance guaranteed, and are
• The removal of bed linen and towels is done without shaking or shaking it, rolling it up
from the outside to the inside, without touching the body, being placed in bags of
plastic bags to be transported to the laundry service.
• All beds and pillows have waterproof covers that are changed on each
• Washing is done separately in the washing machine and at high temperatures.
bed / towels (about 60ºC).
• Bags with bed linen and towels from check-outs are collected by the person
responsible for cleaning which directs them directly to the laundry at the end of
3.4. Space selected for isolation in suspected or confirmed cases
According to the requirements of the DGS, a place would have to be defined to isolate people
that can be detected as suspected cases or confirmed cases of COVID-19.
Each studio being for the sole use of each guest, it is in itself the defined space
for isolation in the event of a suspicious case.
In the need to isolate the guest outside the studio where he is staying, the guest
suspect may be isolated in another studio (if available) or in the
space of the old reception (which is no longer used for this purpose), until being assisted by the
National Health System.
In the case of a suspected worker, the isolation area may be a studio
(if available) or the old reception space.
This location has the following characteristics / equipment:
● Chair (for rest and comfort of the worker, pending the validation of
case and possible transportation by INEM).
● Sanitary installation properly equipped, namely with soap dispenser and
● Washable surface and natural ventilation.
Upon detection of the suspected or confirmed case by the Local Health Services,
the “Isolation KIT” is placed in the Studio. This kit contains:
● Water and non-perishable food;
● Waste container (with non-manual opening)
● Disposable waste bag
● Alcohol-based antiseptic solution
● Surgical mask (s);
● Disposable gloves;
In the event of a case arising that requires isolation during the stay and
that extends after the check out date, it can only be extended if
there is availability (in the same or another studio of the unit).
All costs arising from an eventual eventuality will be charged to the client in isolation.
extension of the stay, as well as the possible costs of relocating future
guests who, for that reason, are unable to use the booked accommodation.
3.5. Personal hygiene and protection equipment and materials
• All employees (from the company and subcontractors) have equipment for
Individual Protection according to its functions and its use is mandatory in the
exercise of their functions.
• Cleaning staff have been trained in the use of cleaning equipment
personal protection (gloves, masks, disposable aprons and shoe protectors).
• The person responsible for collecting and delivering the clean laundry always uses
necessary protective equipment: gloves, mask, shoe protector, and meets
scrupulously the rules of personal hygiene and social conduct before and after
• The person responsible for cleaning the studios always uses the
necessary protection: gloves, mask, shoe protector, and complies scrupulously
the rules of personal hygiene and social conduct before and after the service.
• Personnel responsible for cleaning received training on the products to be used
(detergents and disinfectants), the precautions to be taken when handling, diluting and
safe application, how to protect yourself during security procedures
cleaning of the spaces and how to guarantee a good ventilation of them during the
cleaning and disinfection.
This accommodation has:
• Personal protective equipment in sufficient number for all
• Personal protective equipment available to customers on request (gloves, masks
and disinfectant wipes).
• Dispensers of alcohol-based antiseptic solution or alcohol-based solution
next to the entry / exit points.
• Liquid soap dispensers for sanitary installations.
• Waste container with non-manual opening and disposable plastic bags in all
4. GENERAL PROCEDURES IN CASE OF SUSPECTED INFECTION
4.1. ACTION PLAN / CONTINGENCY
4.1.1 Procedures in case of suspected Employee infection (if applicable)
Any worker with signs and symptoms of COVID-19, informs the direct manager
(preferably by telephone).
The sick worker (suspected case of COVID-19) already in the isolation area, contacts the
SNS 24 (808 24 24 24).
After evaluation, if the SNS 24 informs the worker about the validation:
DGS activates INEM, initiating epidemiological research and contact management.
4.1.2 Procedures in case of suspected Client infection
Any client with signs and symptoms of COVID-19 and an epidemiological link, or who
identify another customer with criteria compatible with the definition of a suspected case,
inform the responsible person.
You should not go to the health center, private office or the hospital emergency room;
In the event that the client is at your accommodation unit at the time of the demonstration
of the complaint, must remain in the studio, which will function as an Isolation Room.
If, instead, the customer is not in his accommodation unit, then he must be
forwarded to it by the person responsible for providing assistance
If the suspected person is a customer, the hotel should contact the NHS
24 (808 24 24 24).
You must wait for the instructions of the health professionals who will assist you and the decision
clinic. The health professional of the NHS 24 questions about signs and symptoms and connection
epidemiological data compatible with a suspected case of COVID-19.
After evaluation, the SNS24 informs about the validation or not validation. If the SNS 24
inform about the non-validation, the hotel must inform the Client of this non-validation.
If the SNS 24 informs you about the validation, the DGS activates the defined protocol, starting
epidemiological research and contact management.
4.1.3. In the case of a validated suspect case:
▪ The employee or sick client must remain in the isolation area (with
surgical mask, as long as their clinical condition allows), until the arrival of the
team from the National Institute of Medical Emergency (INEM), activated by DGS,
which ensures transportation to the referral hospital, where the
biological samples for laboratory tests at INSA;
▪ The access of other employees or customers to the isolation area is
interdicted (except for the person responsible);
▪ The validated suspected case must remain in the isolation area until arrival
of the INEM team activated by the DGS, in order to restrict to a minimum
indispensable, the contact of this case with other collaborators (s) or clients.
Additional travel of the suspected case validated in the
DGS informs the Regional Health Authority of the laboratory results, which
in turn informs the Local Health Authority. The Local Health Authority informs the
direction of the organic unit of laboratory test results and:
➢ If the case is not confirmed, it is closed for COVID-19, being applied
the usual procedures of the organic unit, including cleaning and disinfection
the isolation area.
➢ If the case is confirmed , the isolation area must be closed until the
validation of decontamination (cleaning and disinfection) by the Health Authority
Local. This ban can only be lifted by the Local Health Authority.
4.2. DECONTAMINATION OF THE INSULATION PLACE IF CONFIRMED
In the case of a confirmed case, the Person Responsible must:
✓ Provide cleaning and disinfection (decontamination) of the isolation area;
✓ Reinforce cleaning and disinfection, especially on surfaces frequently
handled and more used by the confirmed patient, with greater probability
contaminated. Pay special attention to the cleaning and disinfection of the
meetings, secretaries, including materials and equipment used by the case
✓ Store the residues from the confirmed case in a plastic bag for later
classify as biological waste and forward to licensed operator.
4.2.1. Sanitation protocol for emergency situations.
• Reinforcement of hygiene with R2 and disinfected with Hydrogen Peroxide with greater
• More frequent disinfection of surfaces in common public areas with
Hydrogen Peroxide: disinfection of door handles, handrails and
all the places where someone sick may have put their hands.
• Increase the frequency of hand hygiene and disinfection with alcohol gel solution.
• The dishes used by the patient in the room must be disinfected with
• If it is necessary for someone to go to the room where the infected customer is, or
contact with him, it is essential to use gloves and masks, which
immediately be disposed of in closed bags.
When cleaning and disinfecting the surfaces of quarantine or isolation areas,
suspected or confirmed patient, follow the instructions below:
● Prepare the bleach solution (sodium hypochlorite) with an original concentration of 5% or
more than free chlorine. The bleach must be diluted at the time of use. The diluted solution must
0.1%, in the proportion of 1 part of bleach to 49 equal parts of water (Consult the
● Wash the surfaces first with water and detergent;
● Then spread the bleach solution evenly over the surfaces;
● Leave the bleach to act on the surfaces for at least 10 minutes – read the instructions
manufacturer / supplier’s instructions.
● Then rinse the surfaces with hot water only;
● Allow to air dry.
Waste generated by a suspected or confirmed case and the person assisting you
considered to be biological risk (group III) and will be referred to an operator
licensed for biohazard waste management.
4.2.2.Protection of professionals responsible for maintaining customer accommodation
People who do the cleaning and / or treatment of bed linen in a case
suspected or confirmed provided they comply with the recommended protective measures and
ensure control of exposure to the risk of transmission, do not run risks
However, the risk of transmission may, however, be real in the event of an accident, or if
the recommended protection measures are not fully complied with.
During the possible epidemic phase or in the face of a suspected case of COVID-19,
teams in charge of bed linen treatment and room cleaning, are
most exposed to the risk of aerosols, so they must protect themselves, in particular, with
suitable protective equipment (PPE): mask, plastic apron and gloves
After changing the bedding and towels in the bedroom of the suspected or sick person
comCOVID-19, it is desirable to also wait a while (latency period) to start the
cleanliness of the rooms.
Note: At the operational level of reservations, the studio dates must be blocked and validated if
necessary to change the next reservation. Cleaning is done 2/3 days after leaving the
contaminated guests and check-in can be done on the same day as cleaning.
5. LIST OF CONTACTS
Contacts of responsible entities / elements:
Home Made Guest Studios – Maria João Bacelar – 965343452
SNS – 808 242 424
Medical emergency – 112