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Sunday River’s expansive resort layout, combined with changes we’ve made to our operations, will help us to operate safely under COVID-19 this winter. But we need your help too. Things at the resort will be different this winter, and we ask that all guests review this information to make a plan for your visit, and check again before you arrive as things may change during the season. By working together, we can keep our Happy Place healthy.  Visit www.sundayriver.com/covid for the most up to date information.

This is a living document, and may change with short notice.  All of the answers provided are accurate at the time of this post and follow the most up to date information provided by the CDC and the State of Maine.  Thank you for your patience and understanding while we navigate this winter season.

1. Is the fitness center open, and will there be a reservation system? Yes and yes! The fitness center is available for our guests and owners on a reservation basis. We will be limiting this space to 5 individuals at a time. The fitness center will be open from 6AM to 9PM. Reservations can be made, same day only, by contacting the front desk. At the time of your reservation guests will need to come to the front desk to receive a key to the Health Club. We will have an attendant in the fitness center to monitor the Health Club activity. Guests should not visit the pool, hot tub or fitness center if they are experiencing any symptoms of COVID-19. Social distancing should be practiced and guests will required to wear masks in these areas except when actively swimming in the pool. This includes while in the locker rooms, fitness center, on the pool deck and in the hot tub.
2. Are the pool and hot tub open, and will there be a reservation system? Yes and yes!  Our pool and hot tub are open to guests and owners on a reservation basis. We will be limiting this space to 30 individuals at a time. The pool and hot tub will be open from 10AM to 9PM. Reservations can be made, same day only, by contacting the front desk. At the time of your reservation guests will need to come to the front desk to receive a key to the Health Club. We will have an attendant in the fitness center to monitor the Health Club activity. Guests should not visit the pool, hot tub or fitness center if they are experiencing any symptoms of COVID-19. Social distancing should be practiced and guests will required to wear masks in these areas except when actively swimming in the pool. This includes while in the locker rooms, fitness center, on the pool deck and in the hot tub. The hot tub will be limited to one party at a time, maximum of 6 people. Beverages are not permitted in the pool and hot tub area. Public saunas and steam rooms are closed at this time.
3. Do I need a reservation at the hotel restaurant(s)? Reservations will be strongly recommended, and in some cases, required due to limited seating. You may make them on the OpenTable app, through the Sunday River website, or through the Sunday River app.
4. Is the Crown Club open to owners and what measures are in place to ensure fair access? The Crown Club will be open for owner’s usage during its normal hours. We will have a posted capacity limit, and ask owners to be respectful of their time to allow others to enjoy the space. If issues arise, please call or stop by the front desk to notify a Team Member.
5. Can owners bring guests to the Crown Club? All owners are welcome to use the Crown Club as they have in the past. We will continue to enforce no belongings may be left unattended in this space.
6. Are there changes to housekeeping? Housekeeping will be trained to and maintain cleaning practices in accordance with American Hotel & Lodging Association Safe Stay guidelines (https://www.ahla.com/safestay). Housekeeping will be available seven days a week for amenity deliveries upon request. If you do need housekeeping service during your stay, please let us know the day before and we will schedule your service the for the following day.  Please note for your safety and that our of our team, you must be out of the room for us to provide a service. We will be adding additional personnel to the common area housekeeping team to ensure our restrooms, seating areas and high touch point areas are cleaned every hour through the day.
7. Are single use plastics still in place for personal care products like shampoo? Yes.
8. Will there be changes to the check-in and check-out process to alleviate wait times? We will be offering an Express check-in for all arrivals to our lodging properties. Owners and guests may call ahead and give permission to authorize a credit card. Upon arrival, they will need to sign a registration card, complete a Certificate of Compliance form if applicable and will be given keys.  Checkout can be contactless by calling the front desk before departing. Keys may be left in the room.
9. Will there be changes to the process for getting a key to owners spaces, such as the locker room, fitness center, and Crown Club to alleviate wait times? Not at this time. The key system only allows us to make a certain amount of keys per lock.  Once this number is reached it will start clearing out the keys made previously starting with the first ones created. Therefore, owners will still need to get a key for owner spaces from the front desk.
10. Will I be able to purchase lift tickets in advance and pick-up at the hotel? Day tickets will be available for purchase online, and we are encouraging guests to purchase in advance to ensure that you’ll have access on your desired dates. We have two self-service kiosks in the hotel that guests may access at any time. These will distribute an RFID-enabled card that you should keep to reload throughout the season. Once you have this card, you will not need to visit the kiosk again and can reload online.
11. Is the arcade available? Sunday River has elected to remove all arcade spaces throughout the resort to help limit high-touch areas and surfaces.
12. Will there be an outdoor firepit? Not at this time.
13. Will there be a skating rink at the Grand Summit?  We will not be offering ice skating this season.
14. Are there changes to ski check? We recommend that owners utilize their lockers to avoid crowded areas such as ski check, but you may continue to use that service if you choose to.
15. Will there be valet parking? We will offer bell service to bring your belongings to just outside of your room, but may not be parking cars this winter to limit team exposure within our owners’ personal vehicles.
16. Will there be room service available? Sunday River will be offering take out room delivery from Camp during our dinner service at the Grand Summit Hotel, and room delivery from Sliders during dinner service at the Jordan Hotel.
17. Will luggage carts be available? Luggage carts will be sanitized and staged for your use. We do ask that you drop off the carts after you use them at the front desk so that we can sanitize them in between uses.
18. How will parking lots be monitored if there is day-guest parking at the hotels? The hotels will add signage to designate day-guest satellite parking, and in the case of a need for overflow parking from the base lodge, we will have attendants directing traffic and checking for hotel parking passes to give access to the hotel guest lots. The Grand Summit will have shuttle service from this lot to a slopeside access location, with skier services available in the White Cap Lodge. The Jordan will have ski-in/ski-out access directly from the lot. Both will have portable restrooms, and guests are encouraged to dress for their day at their car.
19. Will there be bar service at hotel restaurants? Maine guidelines do not allow us to have standing room bar access in our restaurants. Our Food & Beverage team is still finalizing plans for all dining outlets and we will update you on this shortly. Guests will be able to place drink orders and bring them back to their room.  Alcoholic beverages are not allowed to leave the hotel.
20. Are towels going to be available for the pool in the gym or at the pool?  Towels will be handed out by the attendant in the fitness center.
21. How will alcohol be treated on the pool deck/at the hot tub? We will not allow any beverages in the pool or hot tub area. This will be strictly monitored and enforced.
22.  How is breakfast going to work?  Will the buffet be available?  Breakfast will be a staffed buffet. Our team members will serve guest items from the buffet line. We will also have an option for guests to take away items back to their room.
23. What if I am travelling from out of state?  The state of Maine sets guidelines for lodging guests through their Keep Maine Healthy Plan, including requirements for COVID tests or quarantines for guests from select states. Please review these details prior to your visit and fill out the Pledge to Protect ME questionnaire right before you arrive. Please note: if you intend to quarantine during your stay at Sunday River to meet travel requirements, you may not use hotel or resort amenities, visit resort restaurants, or access the ski terrain in any capacity.

Please follow this link for COVID-19 updates from Sunday River:

https://www.sundayriver.com/covid

SLEDDING POLICY

Dear Valued Owner,

Please note that it is Sunday River’s policy that we do not allow, nor encourage, sledding on any part of our beautiful mountain resort.  Sadly, there have been multiple fatalities within the ski industry in the past few years because of sledding at ski areas.  Thus, we will no longer allow sleds of any kind in individual condominium units in rental or anywhere on property.

If there is a sled in your unit permanently, our team will store it at the front desk for you to take home with you. You may keep them in your lockers to use off-site only.

Please let us know if you have any additional questions or concerns. Thank you for helping to make our guest experience a safe one.

Sincerely,

Jenny Gray

Director of Owner Services and Spa

Joelle Silver

Owner Services Support

Jordan Hotel Rooms Division Manager

Space Available

Thank you for being loyal owners and guests of Sunday River. You are each an important part of what makes Sunday River such a special place!

Beginning November 1st we will be reinstating our regular Space Available procedures.  This means all requests should be made within 72 hours of when you would like to arrive.  We do not allow same day bookings after 2pm, or walk-ins. You will be offered a unit of equal size, or smaller, than what you own, and can stay a total of 3 days in a room at a time with up to 6 days total stay (with a change of room in the middle).

Please know you will find all updates on whether or not we are offering space available here, not at the old owners website on sundayriver.com.

To request Space Available:

1. You must use the space available request form found under the Space Available link on the home page. (please fill out each section fully, and please include the email address you would like us to contact you at, in the comments section)
2. It cannot be your week
3. You must be fully paid up in your dues

Space Available, and unit availability is based on management’s discretion.

Thank you all for all of your continued support.

Kindly,
Jenny Gray
Director of Owner Services
ownerservices@sundayriver.com

10/28/2020