As we continue to place an emphasis on the continued health and safety of our team members and guests, we will remain vigilant and respect and observe local, state and federal guidelines, even as they change. This includes a requirement for all individuals over the age of two (2) years to wear face coverings in indoor public spaces unless eating or seated.
Thank you for your patience as we work to provide a space for you and your family to confidently relax and make warm memories. Our initiatives are based on what we know about the virus, and what we hear from you, our guests, about what’s important to you when you travel.
We are committed to evaluating and adjusting these practices as we test them, always striving to deliver the high-quality service, memorable experiences and fun environment you’ve come to expect from the Encore Resort brand.
Please take a few moments to review these measures and, when you are ready, know that we are here and waiting to welcome you.
Health & Safety FAQ’s
What is being done at the resort to encourage social distancing?
What are employees doing to ensure they are healthy and safe to work at the resort?
The resort’s team is conducting temperature checks for all employees before their shifts. Any person with a temperature of 100.4 degrees Fahrenheit or higher will be directed to the appropriate medical facility. Every employee is required to wear a face mask and gloves. Any employee with flu-like symptoms must remain at home. Employees will be responsible for following hand-washing procedures, wearing personal protective equipment (PPE), and following social distancing guidelines.
COVID-19 Training and Equipment
All employees will receive comprehensive training on COVID-19 safety and sanitation protocols. Appropriate PPE will be worn by all employees based on their roles and responsibilities and in adherence to state or local regulations and guidance. Training on how to properly use and dispose of all PPE will be mandatory. Every employee entering the resort will be provided a mask and required to wear that mask while on property.
Employee Hand Washing Procedures
Employees are instructed to wash hands every 60 minutes and after any of the following activities: Using the restroom, sneezing, touching the face, blowing the nose, cleaning, sweeping, mopping, eating, drinking, before and after a break and each shift.
What sanitation procedures have been implemented when dining at resort restaurants?
Increased sanitation protocols, personal protective equipment (masks and gloves), single-use menus and utensils, table separation by 6 feet, the hostess will manage the number of guests arriving and seat according to social distancing.
Water Park Updates
The water park is operating at full capacity. Pool chairs, tables, and umbrellas will be sprayed and sanitized between each use and at the end of the day. Each chair will be folded down after it is cleaned to communicate that it has been sanitized for the next person. Pool seating will be limited and separated by 6 feet. In a situation where the number of guests increases beyond state and CDC guidelines, staff will manage safe social distancing protocols. All pool recreational equipment and supplies are also being sanitized before and after each use.
Shark Lounge, Bis Bar & Grill, Hang Ten Hideaway Kids’ Club, and Fitness Center
- Shark Lounge:
- Monday–Thursday, 11 a.m. – 8 p.m.
- Friday–Sunday, 11 a.m. – 10 p.m.
- Bis Bar & Grill: Open daily, 11 a.m. to 5:30 p.m.
- Hang Ten Hideaway Kids’ Club: Closed until further notice.
- Fitness Center: Open daily, 6 a.m. to 10 p.m.
Will the resort shuttle be available?
Yes, the shuttle will be available for internal transportation at the resort. Shuttles will be wiped down after each use and drivers will wear masks at all times.
How is social distancing being regulated in outdoor spaces?
All tables at restaurants, pool and lounge chairs have been spaced accordingly to minimum of 6 feet apart for social distancing purposes. We have signage throughout the outdoor spaces encouraging social distancing and staff monitor spacing closely to ensure the wellbeing of guests.
What are the cleaning procedures in the pool areas?
When pool chairs are vacated, they are immediately cleaned by hotel staff members with a sanitizing pump. Once a pool chair is thoroughly sanitized, the back of the chair is turned down to let guests and staff know that the chair is clean. The same procedure is applied to outdoor dining tables and a marker is left on the table to signal that it has been sanitized.
What are the sanitation protocols at the front desk?
All front desk pods are sanitized after each guest and employee use. Glass partitions have also been installed for the wellbeing of guests and staff. Masks are required when checking in and walking through the Encore Club.
Do you take guests’ temperature upon arrival?
We do not take temperatures of our guests, but monitor with questions during the check-in process. We do temp-check Encore Resort staff members when clocking in for their shift.
Do guests need to wear a mask when in the pool area?
We ask that all guests wear their mask when walking around the resort’s public areas. However, once they reach a socially distanced area outdoors, like the pool area, we do not require a mask.
Are guests required to quarantine inside their private homes?
No. While we are strictly practicing social distancing and have increased our sanitation policies, the restaurants, pool areas, and additional amenities are open with limited hours and updated operations policies.
Is the resort shuttle providing transportation to Orlando’s theme parks operating at this time?
The theme parks shuttle is currently being offered on a limited basis. Hours and availability are updated on the resort’s website daily.
Are in-home spa treatments available during this time?
No, we are practicing social distancing for the safety of guests and staff, so in-home spa treatments are not available.
Are private chef experiences inside the private homes available at this time?
Yes, we are offering our private chef/bartender experiences. Our staff wears masks and gloves at all times, continually sanitize surfaces during the process and practice social distancing as much as possible throughout the experience. Learn more and request services.
Is in-home catering and grocery delivery available at this time?
Yes, all delivery services are available.
We are going above and beyond our normal cleaning procedures in all common and high-traffic areas, increasing their intensity and frequency. That includes cleaning and sanitizing with soap and water, as well as cleaning agents approved by the U.S. Environmental Protection Agency (EPA) for use against SARS-CoV-2n, the cause of COVID-19.
Signs in public areas will remind our guests to maintain physical distancing. We will also take steps limiting contact between guests and team members, including installing protective barriers in some guest service areas. We are also maintaining space between dining parties in our restaurants and re-arranging lounge chairs near our pools and in our water park to ensure physical distancing.
Contactless hand sanitizing stations are being installed throughout the resort for the added health and safety of our guests and team members.
In guest homes, we are increasing our already diligent cleaning and sanitizing procedures. That includes using cleaning products and protocols that meet EPA guidelines and are approved for use and effective against viruses, bacteria and other airborne pathogens.