FREQUENTLY ASKED QUESTIONS
For any additional information not provided below, please contact our team at +66 2 282 7500, email@example.com or official LINE @nouvocityhotel
All information subject to change without prior notice as directed by CCSA protocols.
Q1. Is Nouvo City Hotel an Alternative State Quarantine (ASQ) hotel?
Yes, Nouvo City Hotel is a certified Alternative State Quarantine (ASQ) facility as certified by Thailand’s Ministry of Public Health and Ministry of Defence.
Q2. How do ASQ guests travel from the airport to the hotel?
The hotel’s ASQ packages include airport transfer by the hotel’s private vehicle. It is a sharing van with a maximum capacity of 4 guests per van. Seating arrangements align with social distancing measures and are approved by Thai Ministry of Public Health (MoPH). Private vans are available with a supplemental charge of THB 2,000 per van.
Q3. Are ASQ guests tested for COVID-19 at the hotel?
Yes. Nouvo City Hotel works in partnership with CH9 Airport Hospital to look after the health and safety of ASQ guests at the hotel. ASQ guests undergo 2 COVID-19 screening tests during their stay. ASQ guests also undergo a twice-daily compulsory temperature check.
Q4. What happens if an ASQ guest tests positive for COVID-19 at the hotel?
The guest will be transferred and admitted to CH9 Airport Hospital by certified medical staff in line with the Centre for the COVID-19 Situation Administration’s (CCSA) protocols.
Q5. Are ASQ guests allowed to leave their rooms?
No, except under the following circumstances:
Under the Centre for the COVID-19 Situation Administration’s (CCSA) protocols guests in the dedicated and isolated quarantine facility are confined exclusively to their rooms. After the first negative COVID-19 test result, guests may leave their room (escorted by a hotel staff member) for a maximum of 45 minutes per day to get some fresh air in a designated area under supervision.
Housekeeping service – Servicing of ASQ guest rooms takes place after passing the first COVID test. Guests are required to remain outside the room and wait in a prepared room while the housekeeper services it.
Q6. Are ASQ guests allowed to use the hotel’s swimming pool, gym, and spa?
No. In order to adhere to safety protocols, use of these facilities are restricted until further notice.
Q8. Are ASQ guests allowed to visit each other in their rooms?
No. ASQ guests can socialise for 45 minutes per day in the dedicated isolated area in accordance with the compulsory protocols and health and safety measures relating to physical distancing as set out by the Centre for the COVID-19 Situation Administration (CCSA).
Q9. Is the hotel limited to ASQ guests only, or can anyone stay at or visit the hotel’s facilities?
The hotel is currently accepting ASQ guests for accommodation in a dedicated wing (City Wing). Guest rooms, facilities, and services in the separate Canal Wing are operational in accordance with the compulsory protocols and health and safety measures relating to physical distancing as set out by the COVID-19 Situation Administration (CCSA). Under ASQ certification, ASQ guests are confined exclusively to their rooms in dedicated and isolated areas and have no access to the hotel’s public facilities and public areas.
Q10. Why do ASQ guests have to stay in the hotel for longer than stated by the government?
Thailand’s Ministry of Public Health requires ASQ guests to quarantine for a full set amount of days and counts the date of arrival in Thailand as either Day 0 or Day 1 depending on the flight’s landing time. The Certificate of Entry (COE) provided by the government will state the exact number of nights you will need to stay.
Q11. Are ASQ guests allowed to receive visitors from outside the hotel?
Q12. What kind of food does the hotel provide?
Thai, Indian, and European cuisine are selectable with options for healthy and vegetarian choices.
Q13. Does the hotel offer halal food?
Yes. All meals are 100% halal-certified by the Central Islamic Committee of Thailand (CICOT).
Q14. Can married couples share a hotel room?
Yes. A copy of the couple’s marriage or partnership certificate must be submitted when making the Alternative State Quarantine hotel reservation.
Q15. Can families share a hotel room?
Yes, subject to the maximum occupants allowed. A copy of the parents’ marriage certificate must be submitted when making the Alternative State Quarantine hotel reservation.
Q16. Can friends or unmarried couples share a hotel room?
No. Only married couples and immediate family members can share a room.
Q17. Do infants stay for free?
No. A supplement for infants applies. This includes 2 COVID-19 screening tests, a twice-daily compulsory temperature check and healthcare services by CH9 Airport Hospital.
Q18. Does the hotel supply baby food, diapers and other amenities for infants?
For infants, parents are required to bring items such as baby food and diapers along. A small mini fridge is available in the room for storing baby food. Deliveries from online shopping are allowed (please see conditions relating to deliveries to hotel rooms). In addition the hotel can assist in buying essential items from the 7-Eleven on the premises.
Q19. Are kids’ menus available for meals?
Yes. All menus may be adapted for children.
Q20. Are pets allowed in hotel rooms?
Q21. Can ASQ guests receive deliveries?
Yes, under the following conditions (please note that messaging services are strictly prohibited):
The guest must inform the hotel of the delivery in advance, including date of delivery and estimated time of arrival. Upon delivery, the hotel is required to open and inspect the contents, then reseal the package in the presence of the delivery person, before delivering it to the guest’s room. For deliveries of prescription medicines, guests must provide a prescription and this has to be authorised by the hospital’s nurse. Items prohibited for delivery include alcohol, narcotics, weapons and ammunition.
Food deliveries from outside the hotel must be already fully cooked and ready-to-eat. Alcoholic beverages and food containing alcohol are strictly prohibited by the Ministry of Public Health. All deliveries are subject to inspection by the medical staff. Any items deemed not appropriate for consumption will be disposed of without any compensation. Delivery to rooms are allowed once a day at the hotel’s designated time.
In all cases, guests are requested to inquire from the hotel’s dedicated staff before making any orders to determine whether they may be delivered to their rooms.
Q22. Can ASQ guests receive food deliveries from family and friends?
Yes, under the following conditions:
Only family members, friends or someone related to the guest may deliver the food to the hotel – food deliveries by messenger or food delivery services are not allowed. Person bringing the items must present his or her Thai ID card or passport upon the delivery of the food at the hotel. The guest must sign a waiver/disclaimer letter upon receiving the food. All items will be inspected by the hotel and hospital staff before delivery to the guest. Prohibited items such as alcohol and anything the hospital staff deem to be impermissible will be rejected for delivery.
Q23. Do I need to pay for my ASQ stay in advance?
A deposit will be required for the hotel to issue a confirmation letter. The remaining balance may be settled before arriving at the hotel.
Q24. Can I cancel or change an ASQ reservation?
In case of a room cancellation or no show, the advance payment is non-refundable. If the cancellation is due to one or more of the following factors a refund may be considered if documents with evidence are submitted at least 72 hours prior to arrival:
-Denial of Certificate of Entry
-Positive COVID-19 test result
In case of a change of stay dates, the hotel must be notified in writing 72 hours in advance of the original arrival date and the rebooking is subject to room availability on the new requested dates.
Q25. Can ASQ guests extend their stay at the hotel after the completion of the compulsory quarantine period?
Guests can extend their stay at the separated Canal Wing which is not in the quarantine area. Please contact our team for reservations and details.
Q26. Can hotel visitors come into contact with ASQ guests?
No. ASQ guests stay alone in quarantine at the hotel’s dedicated and isolated ASQ facility and do not encounter other visitors or ASQ guests during their compulsory 15-night stay. ASQ guests arrive at the hotel directly from the airport in a specially designed vehicle upon entering Thailand and enter the hotel via dedicated and isolated areas, directly to their allocated rooms.
Q27. Do the same service staff tend to outside visitors and ASQ guests?
No. A dedicated service team tends to the needs of ASQ guests only, including housekeeping and in-room dining. The dedicated service team wear personal protective equipment (PPE) whenever they enter the dedicated and isolated ASQ facility, and properly discard thereof when exiting said area in line with the Centre for the COVID-19 Situation Administration’s (CCSA) protocols.
Q28. Do ASQ guests and visitors to the hotel’s restaurants use the same cutlery, crockery and glassware?
No, regular visitors use separate dedicated cutlery, crockery and glassware that are washed separately in dedicated industrial dishwashers. Nouvo City Hotel closely follows the strictest hygiene and sanitation procedures and government requirements. ASQ guests are provided with one-time use cutlery, crockery, and glassware that are carefully disposed of and handled as biohazard waste in line with the Centre for the COVID-19 Situation Administration’s (CCSA) protocols.
Q29. Can the COVID-19 virus travel from one guest room to another through the hotel’s air-conditioning system?
No. Under ASQ certification all guest rooms at Nouvo City Hotel have standalone air-conditioning units. Each room’s air-conditioning unit and filters are properly sanitised after the guest checks out.
Q30. Can guests have any items such as documents or personal items be taken out of their rooms to be sent?
No. During the quarantine period, all items including documents are considered biohazard waste when taken out of the room and subject to disposal. Once an ASQ guest finishes quarantine, they may then take their documents and belongings with them out of the hotel. Anything left behind will be disposed of and not kept in lost-and-found.
Q31. What will happen to my booking if the Thai government changes the number of required quarantine days?
The Thai government may officially announce, through the Royal Gazette, a change in the number of required quarantine days for certain travelers. This may also apply to individual cases where a government official deems is necessary to do so. Please refer to the Certificate of Entry (COE) issued by the Thai government for the actual number of nights required for each individual traveler.
If a guest’s original booking and actual required staying period are different, the hotel will adjust the total ASQ package charge according to the number of days changed.
Updated on 2 April 2021.
Subject to change without prior notice.