We are closely monitoring government policy changes, Centers for Disease Control (CDC) guidelines, government mandates,

and public health advancements and will continue to make changes as necessary or appropriate to our protocols and procedures.


  1. Employee & Guest Health

The health and safety of our employees and guests is our number one priority.

Thermal Cameras. Points of entry will be limited to allow our security team to conduct non- invasive temperature checks utilizing thermal cameras. Employees or guests confirmed to have a temperature over 37.5°C will not be allowed entry to the property and will be directed towards appropriate medical care.

Physical Distancing. Guests will be advised to practice physical distancing by standing at least 1.5 meter away from other groups of people not traveling with them while standing in lines or moving around the property. Restaurant tables, slot machines and other physical layouts will be arranged to ensure appropriate distancing. Employees will be reminded not to touch their faces and to practice physical distancing by standing at least 1.5 meter away from guests and other employees whenever possible. All resort outlets will comply with, or exceed, local or state mandated occupancy limits.

Hand Sanitizer. Hand sanitizer dispensers, will be placed at key guest and employee entrances and contact areas such as reception areas, hotel lobbies, the casino floor and  restaurant entrances.

Front of the House Signage. There will be health and hygiene reminders throughout the property including the proper way to wear, handle and dispose of masks.

Back of the House Signage. Signage will be posted throughout the property reminding employees of the proper way to wear, handle and dispose masks, use gloves (in positions deemed appropriate by medical experts), wash hands, sneeze and to avoid touching their faces.

Employee & Guest Health Concerns. Our employees have been given clear instructions on how to respond swiftly and report all presumed cases of COVID-19 on the property. We will be ready to provide support to our guests. Employees are instructed to stay home if they do not feel well and are instructed to contact a manager if they notice a coworker or guest with a cough, shortness of breath, or other known symptoms of COVID-19. Employees and guests who are exhibiting any of the symptoms of COVID-19 while at the property are instructed to immediately notify their manager (employees) or hotel security (guests).

1        Employee’s Responsibilities

Desert Palace Employees are vital for an effective sanitation and health program.

Hand Washing. Correct hygiene and frequent handwashing with soap is vital to help combat the spread of virus. All Desert Palace employees have been instructed to wash their hands, or use sanitizer when a sink is not available, every 60 minutes (for 20-seconds) and after any of the following activities: using the restroom, sneezing, touching the face, blowing the nose, cleaning, sweeping, mopping, smoking, eating, drinking, entering and leaving the gaming floor, going on break and before or after starting a shift.

COVID-19 Training. All employees have received training on COVID-19 safety and sanitation protocols with more comprehensive training for our teams with frequent guest contact including Housekeeping, Food & Beverage, Public Area Department, Hotel Operations and Security.

2        The Guest Journey

Guest Arrival

Visitors will be screened and asked to use hand sanitizer and to wear a mask. Appropriate signage will also be prominently displayed outlining proper mask usage and current physical distancing practices in use throughout the resort.

3    Cleaning Products and Protocols

Our hotels use cleaning products and protocols which meet guidelines and are approved for use and effective against viruses, bacteria and other airborne and bloodborne pathogens. We are working with our vendors, distribution partners and suppliers to ensure an uninterrupted supply of these cleaning supplies and the necessary PPE.

Public Spaces and Communal Areas. The frequency of cleaning and sanitizing has been increased in all public spaces with an emphasis on frequent contact surfaces including, but not limited to, front desk check-in counters, bell desks, door handles, public bathrooms, room keys and locks, ATMs, casino cage counters, gaming machines, gaming tables, dining surfaces and seating areas.

Guest Rooms. Industry leading cleaning and sanitizing protocols are used to clean guest rooms, with particular attention paid to high-touch items including television remote controls, toilet seats and handles, door and furniture handles, water faucet handles, nightstands, telephones, in-room control panels, light switches, temperature control panels, alarm clocks, luggage racks and flooring.

Laundry. All bed linen and laundry will be changed daily and continue to be washed at a high temperature and in accordance with CDC guidelines. Dirty linen will be bagged in the guest room to eliminate excess contact while being transported to the laundry facility.

Shared Equipment. Shared tools and equipment will be sanitized before, during and after each shift or anytime the equipment is transferred to a new employee. This includes phones, radios, computers and other communication devices, payment terminals, kitchen implements, engineering tools, safety buttons, folios, cleaning equipment, keys, time clocks and all other direct contact items used throughout the resort.

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 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.

  • Physical Distancing

Throughout the resort we will meet or exceed health authority guidelines on proper physical distancing.

Queuing. Any area where guests or employees queue will be clearly marked for appropriate physical distancing. This includes check-in, check-out, cashier etc.

Restaurants and Bars. Restaurants and bars will reduce seating capacities to allow for a minimum of 1.5 meter between each seated group/party of guests.

Slot Operations. Slot machines will be turned off and/or reconfigured with the chairs removed to allow for physical separation between guests. Casino Supervisors and managers will ensure that guests do not congregate around slots.

Table Games Operations. Table games will have chairs removed and every other table will be open. Casino Supervisors and managers will ensure that guests do not congregate in groups.



All guests wishing to gamble will be requested to briefly lower their masks for age and identification purposes.

  • Casino Cage

Cleaning & Sanitizing Protocol

  1. Guest facing counters to be sanitized at least once per hour

Physical Distancing Protocol

a) Guests to maintain 1.5 meter of separation while waiting in line with the spacing to be clearly marked on the floor

Guest Considerations

  • Hand sanitizer bottles are located at various locations throughout the resort


6            Business Services, Office Services, Lost & Found

Cleaning & Sanitizing Protocol

  1. Counters and equipment sanitized at least once per hour

Physical Distancing Protocol

  1. Maximum of two employees at counter
  2. Greeter at front door of Business Services, when necessary, to control physical distancing
  3. Credit card swipe moved to front counter
  4. Enforce 1.5 meter physical distancing minimums with common carriers
  5. Encourage the use e-mail for all guest transactions

7        Public Area (PAD)

Cleaning & Sanitizing Protocol

  1. Employees to sanitize the following areas at least once per hour
    1. Casino entry doors
    1. Slot machines (in coordination with slot team)
    1. Employees to sanitize the following areas at least once per hour
      1. Trash bins
    1. All Front of House (FOH) restrooms to be sanitized at least once per hour

8        Front Office

Cleaning & Sanitizing Protocol

  1. Sanitize all guest touchpoints after each transaction including EMV Credit Card Devices, pens and registration countertops
    1. Room keys to be sanitized before stocking
    1. Offices, Call Centers, Registration Desks to be deep cleaned and sanitized upon a shift change

Physical Distancing Protocol

  1. Restructure stanchions to provide appropriate 1.5 meter intervals
  2. Staff every other workstation
  3. Lobby Greeter to provide guidance to arriving and departing guests to ensure physical distancing measures are followed
  4. Implement peak period queueing procedures, including a Lobby Greeter, when the number of guests exceeds the lobby capacity

9        Housekeeping

Cleaning & Sanitizing Protocol

  1. Carts, trolleys and equipment to be sanitized at the start and end of each shift
    1. Guest linen will be delivered and removed from guest rooms.
    1. Back of house restrooms will be sanitized at least once every four hours

Physical Distancing Protocol

  1. Minimize contact with guests while cleaning hotel rooms; guest room attendants will offer to return at an alternate time for occupied rooms


10    Restaurants, Bars & Lounges

Cleaning & Sanitizing Protocol

  1. Host Podiums including all associated equipment to be sanitized at least once per hour
    1. Service stations, service carts, beverage stations, counters, handrails and trays to be sanitized at least once per hour and logged by a manager
    1. Dining tables, bar tops, stools and chairs to be sanitized after each use
    1. Condiments to be served in single use containers (either disposable or washed after each use)
    1. Sanitize trays (all types) and tray stands sanitized after each use
    1. Storage containers to be sanitized before and after each use
    1. Food preparation stations to be sanitized at least once per hour
    1. Kitchens to be deep cleaned and sanitized at least once per day

Physical Distancing Protocol

  1. Hostesses and managers to manage physical distancing at entries, waiting areas and queues (in addition to signage)
  2. Peak period queuing procedures to be implemented when guests are not able to be immediately sat
  3. Tables and booths to be utilized with appropriate physical distancing between each family or traveling party (1.5 meter or as otherwise advised by local authorities)
  4. Reduce bar stool count to provide appropriate physical distancing
  5. Manage the line flow at quick serve outlets to ensure coffee and food pick up areas remain appropriately distanced

Guest Considerations

  1. All self-serve condiments and utensils to be removed and available from cashiers or servers

11    Convention Services

Cleaning & Sanitizing Protocol

  1. Sanitize conference room doors, tables, chairs light switch and other equipment after each group use
    1. Meeting Concierge and Specialty Desk will sanitize their respective work areas, counters, doors and equipment at least once every four hours and upon a shift change

Physical Distancing Protocol

  1. Seating capacities and floor plans to be reviewed on an event by event basis to

We at Desert Palace care deeply about our customers and our employees. Together we can overcome Covid-19 by being strict in hygiene protocols.

Desert Palace Hotel & Casino Resort

Desert Palace Hotel & Casino Resort situated in the heart of the Kalahari at the Upington Golf Course, 7km from the CBD of Upington on the Kuruman, Vryburg, Johannesburg and Golf Course Road (N14). The resort offers a tranquil and relaxed atmosphere with friendly, efficient and well-trained staff whose main priority is you! We will ensure that your needs are fulfilled and that your stay is memorable.