Our Top Priority — Our Guests: COVID-19 update and cancellation policy

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The Ben West PalmSafety


What to expect when on the property (Updated May 2020)


In the abundance of safety, The Ben associates are following the latest guidelines recommended by CDC and Local Health Authorities. The procedures below will change according to local, state, and federal health guidelines. Please follow the Centers for Decease Control and Prevention (www.cdc.gov) or Florida Department of Health for the latest information (http://www.floridahealth.gov/ )

  • 30-minute handwashing logs for all staff.
  • All Staff is wearing masks


  • Valet Parking service is optional, steering wheel sanitized, and staff wearing masks. Self-Parking is available for Overnight Guests ($29.00).


  • Check-in – RECCOMENDED Mobile Check-in – Contact-free experience, please visit https://mobile-app.marriott.com/en-us to learn how to check-in using your mobile phone, update arrival time and receive a mobile key to your room without stopping at the front desk.
  • Guests are welcome to use bell carts. Hotel staff will disinfect each Bell Cart using Peroxide Multi-Surface Cleaner and Disinfectant after every use
  • Front Desk is equipment with Plexiglas Shields protection
  • Guest Room Keys disinfected after each use
  • Complimentary bicycles disinfected before every use


  • Cleaning and disinfecting protocols to clean rooms after guests depart and before the next guest arrives, with particular attention paid to high-touch items.
  • NEW – Marriott is rolling out enhanced technologies over the next few months, including electrostatic sprayers with hospital-grade disinfectants to sanitize surfaces and air throughout the hotel.
  • Single-use TV Remote Control Clear Cover
  • Writing Pen and Pad have been removed and available upon request.
  • In-Room Housekeeping service suspended, fresh linen & amenities provided upon request.
  • Removal of all reading collateral in the room, available upon request
  • Post-Check-out rooms quarantined for 48 hours
  • Additional bags have provided so guests can dispose of their waste outside of their room, making it safer for collection.
  • Single-use wrapped glasses
  • Reading Material – Magazines, Compendiums have been suspended


  • Hotels have increased the frequency of cleaning and disinfecting in public spaces, with a focus on the counter at the front desk, elevators, and elevator buttons, door handles, public bathrooms, and even room keys.
  • Increased staffing to wipe down high contact surfaces
  • Social Distancing signage
  • Sanitary Wipe station added to each elevator
  • Touch-Free TV Compendium
  • Touch-Free door opener at all public restroom entrance doors


  • Mini-Bars are empty on arrival and items can be delivered to the rooms upon request
  • Floor Plans have been re-arranged to observe CDCs Social Distancing Guidelines
  • Single-Use Silverware and Glassware Optional
  • Bar Counter Service has suspended following local guidelines
  • Family Style dishes and buffets have discontinued
  • The host stand equipped with Plexiglas Shield


  • Furniture has been re-arranged to observe social distancing guidelines.
  • Pool Furniture sanitized between guests


  • Additional Wipe stations added. Signage reminding guests of the importance of sanitizing equipment after every use.
  • Staffing has been increased during peak hours to assist with disinfection


  • Floor plan reconfigured to observe social distancing
  • Touch-free check-in/out available for group attendees
  • Virtual Tours, including Video/FaceTime appointments, are now available
  • Buffets and Family style food displays suspended, single portion food (wrapped when possible)
  • Writing materials (pen, paper pad) not pre-set available on request only


Marriott International


Center for Decease Control and Prevention


Florida Department of Health


Palm Beach County


Concord Pure Stay



MAY 6, 2020

The COVID-19 pandemic has required us to raise our demanding standards to an even higher level with new protocols for the current circumstances. To tell our story on how Marriott is elevating cleanliness standards and changing hospitality norms, across our portfolio of hotels, we tapped a hospitality veteran, the son of our founder and someone who, like his father, has been known to conduct cleanliness inspections while touring hotels – our Executive Chairman and Chairman of the Board, Bill Marriott. Take a look.

Read more…


APRIL 21, 2020

Surface Areas: COVID-19 has raised awareness about the importance of high-touch surface cleanliness. In public spaces, the company has added to its already rigorous cleaning protocols, requiring that surfaces are thoroughly treated with hospital-grade disinfectants and that this cleaning is done with increased frequency. In guest rooms, the company has likewise added to its rigorous protocols, requiring that all surfaces are thoroughly cleaned with hospital-grade disinfectants. Marriott will also be placing disinfecting wipes in each room for guests’ personal use.

Guest Contact: The CDC and WHO warn about direct, person-to-person contact as the primary way COVID-19 is spread. To help alleviate the risk of transmission this way, the company will be using signage in its lobbies to remind guests to maintain social distancing protocols and removing or re-arranging furniture to allow more space for distancing. Marriott is also evaluating adding partitions at front desks to provide an extra level of precaution for our guests and associates and is working with supply chain partners to make masks and gloves available to associates. The company is installing more hand sanitizing stations at the entrances to its hotels, near the front desk, elevator banks and fitness and meeting spaces. In addition, in over 3,200 of Marriott’s hotels, guests can choose to use their phones to check in, access their rooms, make special requests and order room service that will be specially packaged and delivered right to the door without contact.

Food Safety: Marriott’s food safety program includes enhanced sanitation guidelines and training videos for all operational associates that includes hygiene and disinfecting practices. At Marriott, all food handlers and supervisors are trained on safe food preparation and service practices. Marriott’s food and beverage operations are required to conduct self-inspection using the company’s food safety standards as guidelines, and compliance is validated by independent audits. In addition, the company is modifying its operational practices for in-room dining and designing new approaches to buffets.

Read more…


Our Commitment to Cleanliness:

We take standards for hygiene and cleanliness very seriously and are taking additional steps to ensure the safety of our guests and associates. On a daily basis, our hotels around the world are working to ensure that they meet the latest guidance on hygiene and cleaning. Our hotels’ health and safety measures are designed to address a broad spectrum of viruses, including COVID-19, and include everything from handwashing hygiene and cleaning product specifications to guest room and common area cleaning procedures. Specific steps Marriott is taking include:

Associate Health, Safety and Knowledge: Hotel associates – and their own health, safety and knowledge – are essential to an effective cleaning program. Here are some ways we’re supporting them:

Hand Hygiene: Proper and frequent handwashing is vital to help combat the spread of viruses. In our daily meetings, our teams are reminded that cleanliness starts with this simple act. It’s important for their health and that of our guests.

Ongoing Training: In addition to training on housekeeping and hygiene protocols, hotel associates are also completing enhanced COVID-19 awareness training.

Real Time Information: Marriott’s Corporate and regional teams are on standby 24/7 to support the hotels and coordinate with local and regional authorities.

Cleaning Products and Protocols: Our hotels use cleaning products and protocols which are effective against viruses, including:

Guest Rooms: Hotels use cleaning and disinfecting protocols to clean rooms after guests depart and before the next guest arrives, with particular attention paid to high-touch items.

Public Spaces: Hotels have increased the frequency of cleaning and disinfecting in public spaces, with a focus on the counter at the front desk, elevators and elevator buttons, door handles, public bathrooms and even room keys.

Back of House: In the spaces where associates work “behind the scenes,” hotels are increasing the frequency of cleaning and focusing on high-touch areas like associate entrances, locker rooms, laundry rooms and staff offices.

In addition, Marriott has created a Marriott Global Cleanliness Council to focus on developing the next level of global cleanliness standards, hospitality norms and behaviors. The Council includes both in-house and outside experts in housekeeping, food safety, associate wellbeing, infectious disease, sanitation and protective technology. Visit Marriott News CenterOpens in a new tab for details.

More information about The Ben

Injecting a new energy into downtown West Palm Beach.

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