OUR MESSAGE

At Nobu Hotels the health and safety of our guests and team members is paramount. For over 25 years we have proudly served our guests the highest quality product in an exceptionally sanitary environment as you would only expect with raw fish headlining our menu.

We now find ourselves in a new world due to COVID-19.  As we move forward and begin to welcome our guests and team members back to our hotels and restaurants, the journey will be further tailored with precautionary hygiene protocols directed by the local health organizations and government authorities within each of our destinations.  You are our family, and we remain resolute in striving to continually provide to you our Nobu guest experience through our heartfelt kokoro service.

At Nobu Ryokan Malibu our team has spent time planning our protocols to adhere to social distancing practices and sanitization procedures without sacrificing the essence of the Ryokan.

Guest Health

The health and welfare of our guests is, and always has been, our priority.

Physical Distancing: Guests will be advised to stand at least six (6) feet away from other groups of people not traveling with them while moving around the property. The Ryokan staff will stand at least six (6) feet away from guests and other team members whenever possible. The Relaxation Deck and Concierge Desk will be arranged to ensure appropriate distancing. The Ryokan will also comply with local or state mandated occupancy limits.

Masks: Per the City of Los Angeles, guests will be asked to wear a mask upon arrival and when interacting with our team members.

Hand Sanitizer: Hand sanitizer will be placed at the Concierge Desk, Bell Stand, Fitness Center, public restrooms, and in our house car.

Ryokan Safety Kits: In all guest rooms there will be a Ryokan Safety Kit, which contains two masks, two pairs of gloves and one 2 oz hand sanitizer available for use while on property and to keep for the journey onwards or home.

Thermal Temperature Check: We will conduct non-invasive temperature checks upon arrival using a contactless thermal tablet located at the Concierge Desk. Anyone displaying a temperature over 100.4°F/ 38.0°C will be taken to a private area for a secondary temporal temperature screening. Guests confirmed to have a temperature over 100.4°F/ 38.0°C will not be permitted on property and directed towards appropriate medical care.

Medical Assistance: The Ryokan staff have been given clear instructions on how to identify and respond swiftly to presumed cases of the virus. Staff will be ready to provide support and assistance to guests requiring medical attention.

Guest Experience

Our sanctuary may look a little different, but the soul of the Ryokan remains.

Reservations: As always, reservations can only be made through the General Manager or VIP Guest Sales Manager, which allows the team to manage the flow of reservations to ensure proper social distancing and adherence to our cleaning and sanitation protocols.

Check-in and Check-out: Guest will have the ability to check-in and check-out without ever having to wait in a lobby or in line. Guests will be able to check-in via email two hours prior to arrival. Guests can also check-out via email and once checked-out, guest folios will be emailed for review.

Luggage: Bell staff will use gloves when handling guest luggage and sanitize after handling.

Access/Keys: The Ryokan still remains accessible to registered guests only. Guest room keys will be sanitized and placed in room prior to arrival and will be disposed of upon check-out.

In-Room iPad: The Ryokan iPad has always been our one multiservice device, eliminating the need for multiple room controls or print material. Guests can control the room lights, shades, temperature and TV, as well as find our guest directory and communicate with our Concierge. The guest room iPads will be cleaned daily using a 80% alcohol antiseptic topical solution

Mini Bar:We are still offering complimentary mini-bar non-alcoholic beverages and snacks which may be pre-ordered with Concierge and setup prior to arrival.

In-Room Dining: We are offering a limited in-room dining menu from 7:00 am to 5:00 pm. For “contactless delivery,” all orders will be served “take-out” style and delivered to the guest room door.

Fitness Room: Our Fitness Center will be open from 6:00 am to 8:00 pm and guests are required to reserve a time slot for private use with our Concierge.

Beach Access: Guests may access Carbon Beach for walking, running, surfing or swimming or sunbathing.

Spa: At this time all local spa and salon services are not available. We will update availability as soon as we receive new information from the City.

Malibu Racquet Club: The private tennis club is open from 9 am to 5 pm daily. Concierge will be happy to assist in booking court times.

Excursions and Activities: Our third-party vendors who operate private transportation, offsite tours, hikes, private lessons or excursions will establish their own hygiene and safety protocols. Concierge is pleased to assist in gathering information and booking reservations.

Cleaning and Sanitation Protocols

We will use cleaning products and protocols which meet EPA (Environmental Protection Agency) guidelines and are approved for use and effective against viruses, bacteria and other airborne and bloodborne pathogens.

Guest Rooms: Industry cleaning and sanitizing protocols are used to clean guest rooms with particular attention paid to high-touch items including iPad and in-room control panels, toilet seats and handles, door and furniture handles, water faucet handles, nightstands, telephones, closet hangers, luggage racks, and flooring. A portable Ultraviolet Germicidal Irradiation (UVGI) unit will be employed for additional sanitizing. Rooms will be left vacant 48 to 72 hours between each reservation to ensure these protocols are met prior to each arrival.

Housekeeping Service: Daily housekeeping service is offered from 9:00 am to 4:00 pm.  Following social distancing protocol, guests are kindly asked to be out of the guest room during service. Nightly turndown service is currently suspended.

Laundry: All bed linen and bathroom terry will be changed daily and washed at high temperatures in accordance with CDC guidelines.  All guest laundry and dry cleaning will be sent out for service.

Public Spaces and Communal Areas. The frequency of cleaning and sanitizing has been increased in all public spaces to every two hours with an emphasis on frequent contact surfaces including, but not limited to, the Concierge Desk, Bell Stand, door handles, public bathrooms, room keys and locks, fitness equipment, dining surfaces and seating areas.  Hand sanitizer and Nobu lotion will be available in public restrooms, Concierge Desk and Bell Stand.

Air Filter and HVAC Cleaning. The frequency of air filter replacement and HVAC system cleaning has been increased and fresh air exchange will be maximized. Air purifiers are available upon request.

UVC Germicidal Sanitization. We are utilizing a UVC light for sanitizing rooms prior  to arrival and after departure.

Shared Equipment. Shared electronics and equipment will be sanitized with 80% alcohol antiseptic topical solution, during and after each use. This includes fitness equipment, cell phones, house phones, shared computers and guest room iPads, payment terminal, safety buttons, cleaning equipment, hard keys, and all other direct contact items used throughout the Ryokan.

Room Recovery Protocol. In the event of presumptive case of COVID-19 the guest’s room will be removed from service and quarantined. The guest room will not be returned to service until the case has been confirmed or cleared. In the event of a positive case, the room will only be returned to service after undergoing an enhanced sanitization protocol by a licensed third-party expert and approval by the Los Angeles County Public Health.

Employee Health Protocols

Our team members are the heart of the Ryokan and we will ensure that they are given the tools and support to provide our legendary service with confidence and ease.

COVID-19 Training. All staff will receive mandatory training on COVID-19 safety and sanitation protocols. Continuous training will be on-going based on the evolution of state and local changes.

Personal Protective Equipment (PPE). Every staff member will be provided a mask and required to wear that mask while on property. Clear disposable gloves will be provided to use when cleaning or handling any guest items or deliverables. Appropriate PPE will be worn by all colleagues based on their role and responsibilities.

Physical Distancing. Employees are advised to stand at least six (6) feet away from guests and other team members whenever possible and avoid small gatherings in any areas of the Ryokan. We will offer the Ojigi or Japanese bow as our greeting to everyone onsite.

Health Checks. Staff will also have their temperature checked prior to entering the property and will be closely monitored for any symptoms of illness. We encourage and support the staff to take care of their health and the health of their loved ones.

Signage. Signage will be posted reminding staff of social distancing protocols; the proper way to wear, handle and dispose of PPE; washing hands; and COVID-19 symptoms and prevention awareness.

Ryokan Proverb of the Moment

花鳥風月

‘Flower, bird, wind, moon’

This Japanese proverb translates to “Experience the beauty of nature and in doing so learn about yourself.” These past few months we all have been able to reevaluate what is important and how we will spend our time moving forward. Now we have the ability to use that insight to explore the world with new eyes.

We will not take for granted the ability to create an environment for our guests to rest and reflect, to feel safe and at ease, and to make new memories with the important people in their lives.

We look forward to welcoming you soon to the Ryokan.