2020 COVID-19 HOTEL OPERATION ACTIONS Bulgarian Sun Hotels & Resort Apollo Spa Resort and Helios Spa

Dear Partners, Dear Guests,

As Season 2020 approaches and this continues to be a time of great uncertainty and difficulties for all of us in every aspect, I would like to thank you for our partnership, and for your perseverance as we continue to weather this storm together.

Bulgarian Sun Hotels & Resorts has been managing for the past 10 years the only top-tier international brand on the Bulgarian coast – the Doubletree by Hilton Varna at Golden Sands. We have developed standards, processes and training programmes through our experience of being on the cutting edge of hospitality services in .

Operationally, this year and going forward, my team and I remain committed to you to applying a high quality service by providing a hygienic, safe and clean environment for our guests with an experienced management and well trained personnel. As we face these uncertain times due to the COVID-19 situation, the team of Bulgarian Sun Hotels & Resorts is taking every possible measure to reduce the risks and stresses of travelling.

We are closely following the recommendations of global and local public health authorities (including the WHO and the ECDC). Our already stringent hygiene protocols have been reviewed and adapted to the current situation and we have increased the frequency of all our cleaning processes, including the continuous disinfecting of all surfaces in rooms and public areas such as lobbies, elevators, the front desk, and others. Our teams have been given clear instructions and rigorous training on how to respond swiftly and appropriately to all presumed cases of COVID-19 on property, and to provide full support to our guests and employees, addressing their concerns.

The COVID-19 situation is evolving rapidly, and changes in travel arrangements or holiday plans can happen at a moment's notice. We fully appreciate that such changes are often unsolicited, and wish to inform you that we are responding with increased flexibility. In addition, I would like to inform you all that our operational changes might be updated continuously depending on changes in the laws and regulations and the latest updated decisions taken by the government, as well as following the expectations of our guests, of course.

As in prior years, in Summer 2020 my professional team and I are dedicated to ensuring that we are upholding a safe and healthy environment and to providing a high level of service in our hotels as part of the warm Bulgarian hospitality culture and would like to thank you once again for choosing Bulgarian Sun Hotels & Resorts for your vacation and for your continued partnership through these challenging times.

We wish you good health, and we look forward to welcoming you again to one of our hotels!

Warm Regards İlyas DAŞKIN General Manager Bulgarian Sun Hotels & Resorts

Call us: +35952 356 108| Email us: [email protected] Apollo Spa Resort and Helios Spa Hotels Golden Sands Resort, 9007 Varna, Bulgaria +35952 356 108 At Bulgarian Sun Hotels & Resorts, our top priority is to ensure your well-being, safety and comfort and make you feel confident about booking your next trip. We are closely monitoring developments around the world to ensure that the actions we take are comprehensive and appropriate. These include:

• While performing their duties, Bulgarian Sun Hotels & Resorts employees wear gloves when welcoming you to our hotels, restaurants, and bars. • Sanitizing stations are available in all public areas of our hotels. • Masks will be worn by our employees. • Enhanced cleaning and disinfection procedures have been implemented in guest rooms, lifts, public areas, and back-of-house areas.

To provide the most outstanding level of service and guest comfort even during and after the current situation, we have launched our updated processes by departments in line with the regional safety and health regulations, as following:

FRONT OFFICE & WELCOMING HOUSEKEEPING PROCESSES PROCESSES

We ensure that a distance of 1.5 to 2 metres is At check-in, you will be offered the possibility of respected by both guests and employees, including choosing the new “Do Not Enter My Room” the reception, our restaurants and bars. Glass option, which means that while all services remain panels will be installed for front office desks. available, our employees will not enter your room Thermal cameras will be used for the guests and during your stay until you express a wish to have communication with clinics will be kept regularly. your room serviced. Daily cleaning service will be When arriving at one of our hotels – Helios Spa done upon guest request only upon displaying of Hotel or Apollo Spa Resort, you will find an easily the sign “Please Make Up My Room”. The accessible sanitizing station at the entrance. For cleaning of the rooms and suites and the your safety and comfort, check-in time will be sanitization of our beds meet the highest possible 15:00 and check-out time 11:00, so that our team hygiene standards. Disinfectant dispensers will be of professionals will have sufficient time to replaced and checked regularly at the toilets, prepare and clean all rooms and areas according to wellness areas, public and all guest facility areas. the imposed standards. Our receptionists and guest To enhance your confidence during your stay, we relation team is looking forward to welcoming guarantee that the coffee and tea facilities will be you, and guiding you through an adjusted check-in replenished on a daily basis on guest request only. procedure. Nevertheless, we remain attentive and In addition, only takeaway cups will be used in the on hand to provide an enjoyable service and to rooms for the comfort of the guests. create wonderful moments for each and every one of you.

Call us: +35952 356 108| Email us: [email protected] Apollo Spa Resort and Helios Spa Hotels Golden Sands Resort, 9007 Varna, Bulgaria +35952 356 108 RESTAURANTS AND WELLNESS, SPA BARS PROCESSES & SWIMMING POOL PROCESSES Our employees and the culinary teams ensure that In all spa areas, including the spa center, the pools, the highest hygiene standards are always the changing rooms and the showers, chemicals respected. We also always make sure employees and disinfections will be used as per the laws and and guests maintain proper social distancing. regulations. Sanitizer stations will be created in close The cleaning and disinfection process has also proximity to the food operations. All food will be been enhanced to allow you to unwind and relax kept covered and wrapped before being served by while feeling safe and taken care of. All sunbeds our professionals and experienced chefs directly to will be placed around the pools area as per the the guests. proper set up of keeping the minimum distance. At Our team is developing training programs which the Fitness center, the equipment will be cleaned include new social distancing and sanitary and disinfected three times a day. In addition to procedures as well as everyday service standards. this, disinfectant and paper wipes will be available Chair covers will be used in the indoor restaurants, at all times, for guest use. and no tablecloth will be used anywhere. There will be a reduced maximum capacity in the indoor Thank you for the trust and support you continue restaurants, with enhanced seating outside, and to show to our brand. guests would be invited to allow a second seating We look forward to welcoming you to our hotels during all mealtimes.Restaurant operating hours again very soon. will be extended for your comfort, so that you have The team of Bulgarian Sun Hotels & Resorts enough time to enjoy your breakfast, lunch and dinner. Takeaway cups will be available upon request at all the bars.

HUMAN RESOURCES AND MINI CLUB PROCESSES TRAINING PROCESSES To keep the young guests of our hotels happy, the In order to ensure the highest safety procedures indoor mini club will still be used as a meeting and standards, a rigorous Covid-19 training has point only. All sport, games, pool and other been provided for all new and current employees activities will be carried out outdoors by keeping by departments. During the trainings for each the required physical distance. Open air evening department the necessary standards and actions cinema will be organized during the summer are presented in accordance with the requirements season. All indoor activities will be limited and of the authorities. only outdoor daily activities will continue by observing the required physical distance.

Call us: +35952 356 108| Email us: [email protected] Apollo Spa Resort and Helios Spa Hotels Golden Sands Resort, 9007 Varna, Bulgaria +35952 356 108 KITCHEN & RESTAURANT ENTERTAINMENT & FOOD SERVICE PROCESSES ACTIVITIES PROCESSES The buffet service will continue, and food service In all spa areas, including the spa center, the pools, will be provided by chefs. Show sections will be We will continue to offer to our guests daily used more efficiently and fresh a-la-minute salad activities, such as yoga, pilates, zumba and section will be implemented. Service tongs and mountain walks, while observing social distance buffet equipment will be replenished and at all times. Our open air evening entertainment disinfected regularly. There will be no baby food will continue. preparation area at buffet during the meal times. Takeaway cups and equipment will be available upon request. All HACCP laws and regulations will be applied and controlled regularly by the QA manager.

Call us: +35952 356 108| Email us: [email protected] Apollo Spa Resort and Helios Spa Hotels Golden Sands Resort, 9007 Varna, Bulgaria +35952 356 108