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Covid-19 Latest Operational Update

Clean Care

covid-19 clean care program

White Oaks Operations Update

As of July 16th White Oaks Resort & Spa has moved into Step Three in the Roadmap to Reopen plan. We ask for your patience and understanding if certain resort activities or facilities are unavailable as we move through the phases of reopening. We remain committed to providing a safe environment for all of our guests and team members.

The following areas are open as follows:


Accommodations are available.
The Spa is open, with all treatments available.
Dining is available in-restaurant, private, patio, and take-out. LIV Restaurant menu is available for breakfast daily and dinner (Tues-Sat only). Play Bar + Grill menu is available daily for Lunch/Dinner.
The Club at White Oaks is open with various restrictions.
Wedding Ceremonies are available with capacity and other restrictions.
Meetings are available with capacity and other restrictions.

health_and_safetyCOVID-19 VACCINATION PASSPORTS:

Starting on September 22, 2021, the vaccination passport and photo ID will be required for Ontario residents age 12 and older and wearing a mask is mandatory in indoor spaces.

The specific places and activities limited by this measure inside the hotel are: Play Bar & Grill, LIV Restaurant, meetings/events, pool area and The Club Fitness Facility (gym). The Spa, Hotel Accommodations, Outdoor/In-Room/Take-Out Dining and Hair Salon are excluded.

You will need to show a QR code and photo ID as proof of vaccination against COVID-19. You can show proof in one of three ways: on paper, in a PDF on your mobile device. Whichever method you choose, you must also show photo ID.

People travelling to Ontario must show photo ID and proof issued by their country or Canadian province that they have had two doses of one of the following recognized vaccines: Pfizer, Moderna, AstraZeneca, or Janssen (only one dose required).

Further to new measures announced by the provincial government, wearing a mask is mandatory in indoor public spaces. It is therefore mandatory to wear a mask inside the hotel at all times. Masks can be removed in the restaurants once you are seated. The regulation applies to everyone aged 12 and up, although children as young as two are also encouraged to wear a mask.

As a reminder, we ask everyone, to please be kind to our team members who have the responsibility to follow and abide by the regulations and protocols that have been mandated by the provincial government. We ask for everyone’s patience as we navigate through this new process.

Vaccination Questions:

When is this Effective and what areas are affected on property?

September 22, 2021. Play Bar & Grill, LIV, and Grow (sit down dining), Conference Centre/Wedding, pool area and the fitness centre. Outdoor dining is exempt from this order (outdoor dining not guaranteed – weather and availability).

Can unvaccinated guests stay in the hotel and enter the spa?

Yes, these are areas not affected by the new order.

Can unvaccinated guests dine outdoors?

Yes, guests will be permitted to use restrooms within our facilities while dining outdoors.

Can unvaccinated guests pickup takeout orders from LIV or Play?

Yes, unvaccinated guests will be permitted to pick up takeout orders from out restaurants.

How old do children have to be to show proof of vaccination?

12 years of age. Individuals aged 11 and under will be permitted in these settings. If they are accompanied by an adult the adult must be vaccinated.

How can someone show proof of vaccination?

You can show proof of vaccination in three ways: QR code (once available), Paper copy, PDF copy on their mobile device.

What exemptions will be permitted for access to be granted?

The only exemption permitted in these settings for unvaccinated guests are a medical certificate or guests under the age of 12.

Will a guest have to present a medical certificate to be granted entry?

Yes, a medical certificate will be needed to be granted entry. A medical certificate is not required if the guest is mask exempt.

What information needs to be on the medical certificate?

The physician’s or registered nurse in the extended class’s information is complete by including: a) Name and contact information of the physician or registered nurse in the extended class; b) Logo or letterhead identifying the physician or registered nurse in the extended class; c)Statement that there is a medical reason for the individual’s exemption from being fully vaccinated against COVID-19; and d)Any effective time-period for the medical reason which includes the date the patron is seeking access to the business or organization.

What other identification must be presented?

Photo Identification must be presented (• Birth certificate • Citizenship card • Driver’s licence • Government (Ontario or other) issued identification card, including health card2 • Indian Status Card /Indigenous Membership Card • Passport • Permanent Resident card Key identifiers when looking at the identification: 1. Name of the identification holder; and 2. Date of birth.

What does fully vaccinated mean?

Guests must have received two doses plus 14 days of one of the following recognized vaccines: - Pfizer (new name Comirnaty) - Moderna (new name Spikevax) - AstraZeneca (new name Vaxzevria) - Janssen (only one dose required) For example: to be fully vaccinated on September 22, 2021 you must have received dose two on September 8, 2021.

If a guest presents proof of receiving only one dose, will they be permitted entry?

No, entry will not be permitted into the areas. Guests must have received two doses (plus 14 days) of the above approved vaccines.

What if the guest refuses to disclose their vaccination status?

It is the discretion of the guest to determine whether they would like to disclose their vaccinations status. Should the guest make the decision not to divulge this information, they will not be permitted access into the settings affected by this order (LIV, Play Bar & Grill, Grow (sit down dining).

Can an unvaccinated guest provide proof of a negative COVID test to be permitted entry?

No, a negative COVID19 test or recent rapid testing results will not entitle a guest to enter into these settings. For weddings between September 22, 2021 and October 12, 2021 people attending a wedding or a funeral at a meeting or event space will be able to provide a negative rapid antigen test from no more than 48 hours before the event as an alternative for unvaccinated guests.

Do kids over 12 years of age need to be vaccinated if they are playing a recreational sport (Junior Tennis Program)?

No, kids playing a recreational sport do not need to be vaccinated to participate in recreational programs. Parents accompanying the child must be vaccinated to be in the facility. According to Squash Ontario rules all Junior Squash participants must be vaccinated to register in this program. Kids 12 years of age and over using the fitness facility for anything other than a recreational sport need to be vaccinated.

Are businesses obligated to follow this order?

Yes, enforcement will be conducted by by-law officers and Ministry of Labour beginning with education and warnings.

Can unvaccinated guests use the pool area?

No, unvaccinated guests staying in the hotel are not permitted to enter the pool area.

White Oaks' mission statement, to treat every guest and team member as though the success of our business depends on that individual alone, has dictated our decisions throughout our forty year history. It defines our team, our culture and how we operate, and is relevant now more than ever. In our post-Covid world, it is with this mission in mind that we launch our new cleaning and safety program, White Oaks Clean Care. Each step, each new task has been developed with the safety of our guests and team members as our top priority.

White Oaks will look and feel different in this post Covid reality. Some of these changes we are making are difficult and will change our service. These have been the hardest decisions for us to make as we are well known in providing experiences that are personalized to each unique guest. We are confident in our ability to work within these new parameters and still find ways to wow you.

Our carefully managed operation comes with stringent new health, safety and hygiene procedures in place. Please review the details and latest information below. Please note some imagery, descriptions and services shown throughout our website do not represent current operational and safety guidelines and may not be available.

safe travels certified

White Oaks is Safe Travels Certified by the Tourism Industry Association of Ontario for adhering to the highest standard of global health protocols issued by the WTTC

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Things You Will Notice Property Wide:

apiEnhanced Cleaning:

Comprehensive Sanitization Program

While known for our pristine property standards, you will notice heightened cleaning protocols of all high frequency touch points, like elevators, stair railings, door handles and point of sale devices building wide.

Prior to opening, every inch of carpeting/flooring has been sanitized for your safety.

linear_scalePhysical Distancing:

We've Increased Personal Space

There will be reduced capacity in all areas – spa, restaurants, club and hotel – to allow for social distancing, with footprints indicating spacing in many areas. Plexi glass barriers have been installed at main points of contact throughout the resort.

We have also temporarily suspended or limited some of our more high touch services which include, turn down service, valet parking, and shuttle service.

peopleWhite Oaks Team:

Thorough Training & Monitoring

Our team members have been thoroughly trained in their new protocols and will be monitored before every shift to make sure they are healthy and able to work safely. We'll also have more of our team members present to assist and guide you through our property.

Our team have been provided with personal protective equipment (PPE) and facial masks will be worn at all times while in the building. All team members will have a daily health assessment done which includes a daily temperature check.

local_diningOnline Ordering:

Get All Your Play Faves

You can order online from Play Bar + Grill through our convenient White Oaks Rewards loyalty app. Download for Apple or Android.

Clean Care Program:

Hotel

  • The pool is open in Step 3. Pool showers and sauna will also be open.
  • When you checkout of White Oaks, your guestroom will remain vacant for a longer period of time to ensure the safety of our housekeeping team.
  • Please send one person to the front desk to check you in only. The rest of your party may wait in our front lobby sitting area.
  • Upon checkin you will be provided with a sanitized key card for your room
  • You will notice that your room will not automatically have the usual amenities such as extra blankets and pillows, glassware, guest service directory and reading materials. Robes, cups and wine glasses are individually wrapped. All amentities are still available to you upon request. We wish to ensure you receive any items for your room fully sanitized and clean.
  • We will not permit our team members to enter your room once you’ve checked in. If you are staying more than one night, our housekeeping team will not be into your room during your stay to make up the bed or clean. Should you require more towels we will of course be able to deliver them to your room.
  • In compliance with the Niagara-on-the-Lake bylaw, masks must be worn in all public spaces.

Meetings & Events

  • Meetings and Social events such as weddings are available with specific capacity restrictions and other regulations.
  • Our White Oaks team members are trained in new heightened cleaning protocols, taking our already meticulous cleaning practices to a whole new level. Special attention will be made to high touch surfaces and the frequency of cleaning will increase.
  • Meeting rooms will be completely sanitized between groups.
  • We will be installing custom floor directional decals to direct traffic flow and ensure the best physical distancing possible.
  • Groups will enjoy their own private, designated Continuous Coffee Break Station which will include individually wrapped food items, water, coffee, tea and soft drinks.
  • Meeting rooms will be set differently with proper social distanced seating. Our usual amenities in the rooms such as mints, water glasses, paper, pens, markers etc will be available upon request.
  • Meals will be offered from our Group Dining and Banquet Menus, and will be served in our restaurant or delivered to your meeting room.
  • Hand sanitizers will be available at each table.
  • Meeting planners and groups will be required to wear masks in all public areas in accordance with the provincial bylaw. Our White Oaks team members will be wearing masks in compliance with this bylaw and to keep everyone as safe as possible. Masks will not be mandatory within the meeting rooms as set ups will be spaced out with physical distancing measures in place.
  • Capacities have been reduced in all meeting rooms by 50% to allow for proper physical distancing.
  • At White Oaks, we strive to work with the environment always in mind and therefore, our convenor welcome package and our invoicing are digital.
  • More questions about events? They might be answered in our events FAQ Pdf

Our in-house Audio Visual Partner Encore (formerly PSAV) has developed a wonderful program called MEETsafe which outlines best practices. You can download the full pdf.

Our Restaurants

  • Dining is available in restaurants beginning in Step 3 and has no group size limitations. Private in-room dining and patio dining are also available. LIV serves breakfast daily and dinner Tues-Sat and Play daily lunch/dinner.
  • Grow is open in The Club with its regular menu.
  • Play Bar & Grill is available for take-out and on Door Dash and Uber Eats.
  • Guests will be asked to complete a contact tracing form.
  • LIV Restaurant, Play Bar & Grill and Grow Kitchen & Café have reduced seating and reconfigured their dining spaces to allow for social distancing.
  • Mobile ordering option is available for Grow Kitchen & Café and Play Bar & Grill. Order your favourites in advance using our app and pick up at our designated mobile pick up stations.
  • Hand Sanitizer stations are available at the entrance to all three restaurants and at tables.
  • You will notice floor decals to indicate proper spacing for social distancing and flow in the restaurants.
  • Very different for us, your table will be clear of all high touch items such as cutlery, napkins, tent cards, glasses etc. We will set your table for you upon your arrival.
  • All menus will be single use or available electronically.
  • Any pens we utilize for you to sign your bill will be sanitized prior to your use.
  • All buffets have been suspended.
  • Condiments will be served in single use packages.
  • In LIV Restaurant we will continue with our practice of replacing linens with each guest.
  • Room Service Orders will be delivered to your room with one time use condiments. We will knock on your door and leave your order for you to collect for contactless delivery.

The Spa at White Oaks

  • All guests will be required to complete a covid-19 health survey upon arrival. Our top priority is keeping our guests and team members safe therefore failure to comply with our safety procedures may result in a rescheduling of your appointment.
  • All treatments are available in Step 3.
  • If you begin to feel unwell prior to your appointment please call to reschedule. There will be no cancellation charges at this time.
  • Facial Masks will be worn by our team and will be mandatory for spa guests for the duration of your visit. You'll be informed when to remove for facial services.
  • We are practicing safe social distant guidelines and due to limited seating space in our waiting area, we will stagger our arrival times. You will be provided with instructions for your arrival.
  • The lounge room will be used for short term seating while awaiting your service. No food or beverage will be permitted in this area.
  • Showers, locker & robe service will remain unavailable at this time.
  • Our manicure and pedicure stations have been safely divided by plexiglass to ensure proper social distancing.
  • As is our normal practice, all nail services receive your bottle of polish, and nail files/buffers in a sealed bag when you depart.
  • Floor decals to indicate proper social distance will be visible on floors in waiting areas, and relaxation room.
  • Please refrain from bringing your purse or large bags with you to your appointment.
  • You may handle products on the shelves as long as hands have been sanitized.
  • Our team will be wearing personal protective equipment.
  • Appointments will be spaced out to ensure our team have sufficient time to sanitize stations or treatment rooms between guests.
  • You will notice a plexi glass divider at our reception desk.
  • Complimentary water station in the relaxation room will not be set up however, still available upon request to the spa attendant.
  • Our Sips and Bites menu is unavailable at this time.
  • All magazines and reading material has been removed from our relaxation areas.
  • In-store shopping is permitted but curbside pickup for gift certificates and products will still be available on request.

The Club at White Oaks

  • The Club is open as of July 16.
  • Full details of The Club protocols can be found on the Club Page
  • Members will be counted and screened at entrance to ensure capacity regulations are met.
  • There are capacity limits inside specific spaces.
  • The club is intensively cleaned and all areas are thoroughly sanitized.
  • In compliance with the Niagara on the lake bylaw, masks must be worn in all public spaces which will include the club public spaces, and locker rooms. Masks can be removed while working out only.
  • Hand sanitizer stations will be available throughout.
  • Class sizes have been reduced to ensure proper safe distancing and will require advance booking
  • Racquet sports each have specific protocols to follow if available.
  • Floor decals and signage have been installed to help you remember where to stand to keep a safe distance.
  • Class schedules have been altered to allow for proper cleaning in between classes.
  • There will be Weight room attendants to wipe down all machines and we are asking everyone to wipe down your machines and weights before and after use.
  • The following amenities will not be available in the club – towel service, tanning beds.

Frequently Asked Questions:

What are Your Pool Hours & Social Distancing Efforts?

The pool, hot tub and sauna are open as of Step 3

What are the Social Distancing Efforts Required for Wine Tours on Your Shuttle?

Wine "Tastings Only" tours will be available with reduced capacity within each participating winery. Shuttle capacity will be reduced to abide by all social distancing guidelines. All team members and guests are required to wear masks at all times. Screening prior to loading the shuttle will be conducted by the shuttle driver and full contact tracing information will be required to be completed by each guest for each winery in accordance by public health guidelines. Hand sanitizer - prior to entering the shuttle, wineries or restaurants, all guests will be required to use hand sanitizer provided at each stop before entering and exiting each establishment. Each guest will be encouraged to handle their own purchases. Beer Tours are temporarily unavailable at this present time.

Are There Changes to the Way You Handle Events and Conferences?

Yes there are many different changes to how we host events. Facility/Room capacities and limits have changed to allow for distancing and other safety policies have been implemented. Read the events FAQ Pdf

Is Proof of Vaccination Required at White Oaks

Starting on September 22, 2021, a vaccination passport and photo ID will be required for Ontario residents age 12 and older. The places and activities inside the hotel requiring full vaccination are: Play Bar & Grill, LIV Restaurant (excluding outdoor patios, private dining, delivery and takeout), meetings/events, and The Club Fitness Facility (gym). The vaccine passport is not required for The Spa at White Oaks, hotel accommodation itself and hair salon.

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We’ve worked with leading professionals to develop the gold standard of health and safety programs in our industry. Along with our commitment to being transparent with our guests, you can rest easy at White Oaks. We look forward to welcoming you back and living life as it should be. Stay healthy and safe!
Ameer Wakil, CEO

Find Us Herelocation pin

Address

  • White Oaks Resort & Spa
  • 253 Taylor Road SS4
  • Niagara-on-the-Lake, Ontario
  • Canada L0S 1J0

Contact

  • Resort: 1-800-263-5766
  • The Club: 905-688-2550
  • The Spa: 905-641-2599

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