Apr, 2023
Apr, 2023

Internal Protocol and Contingency Plan

With our guests’ comfort and trust in mind, Trip2Portugal has taken all the necessary measures to minimize the risk of contagion from Covid-19, by developing an internal protocol and contingency plan. Below are the most relevant indications of each document. If you would like to consult the full documents, please send us a message requesting them.

Internal Protocol



Cleaning and hygiene plan

The washing and disinfection of the surfaces where employees and guests circulate, must follow the following instructions, in order to control and prevent infections (next page):


Where? How and with what material?
Entire house/apartment Use single and exclusive cloths for different areas.
Metal or other surfaces not compatible with bleach The cleaning of the surfaces must be done from top to bottom and towards the cleanest areas to the dirtiest ones, using bleach (sodium hypochlorite solution) in a concentration of at least 5% of free chlorine, and alcohol at 70º.
Furniture, door handles, cabinet handles, taps, drains and other equipment. The cleaning of the surfaces must be done from top to bottom and towards the cleanest areas to the dirtiest ones, using wipes moistened with disinfectant or alcohol at 70º.
Floor In order to give preference to wet cleaning over dry cleaning, wet towel mops should be used instead of vacuum cleaners;

For the floor, washing must be performed with hot water and common detergent, followed by disinfection with a bleach solution diluted in water;

The bucket and mop must be cleaned and disinfected after using it in each area of ​​the house/apartment.

Bathroom The bathroom’s washing should start with the taps, washbasins and drains, then move on to the furniture, then the bath or shower, finally toilet and bidet; it should preferably be made with a product that contains detergent and disinfectant in its composition because it is easier to apply and disinfect.
Walls Clean walls up to arm’s length.
Places with blood or respiratory secretions If blood, respiratory secretions or other organic liquids are present, absorb the liquids with absorbent paper; apply the bleach diluted in water in the proportion of one measure of bleach to 9 equal measures of water; leave it for 10 minutes; wash the spot with water and detergent; rinse only with hot water and allow to air dry; use a mask when diluting and applying bleach; open the windows for ventilation of the space;





















































Adequacy of the selected space for isolation

If a suspicious or confirmed case with COVID-19 is detected, Trip2Portugal will proceed to trigger the contingency plan prepared for this purpose. This plan establishes which rooms are assigned to isolation, taking into account the type of property; who is the person responsible for delivering the isolation kit and what elements are in it.


Adequacy of accommodation units

Given that changing bedding generates aerosols, special attention should be paid to:

  • The changing of the bed linen and room’s cleaning must respect two spaced intervention times and must be made with adequate protection;
  • The removal of the bed linen and towels must be done without shaking it, rolling it outwards inwards, without touching the body and transporting it directly to the washing machine;
  • Bed linen and towels should be washed in the machine at least 60º for 30 minutes or between 80º / 90º, with 10 minutes of heat contact with the laundry. If the laundry cannot be washed hot, it must be washed in the machine at a temperature between 30-40ºC and with a final disinfection cycle, with a disinfectant suitable for this type of laundry and compatible with the machine. In the absence of a washing machine, the clothes must be packed in an impermeable bag, closing it tightly and then taking it to the laundry, depositing them directly into the machine;
  • In addition to the pillowcases, the pillow protectors must be washed according to the instructions in the previous points and changed each time the customer changes;
  • The TV and air conditioning remote controls must be plasticized, facilitating their disinfection with wipes moistened with disinfectant.


 Hygiene products

In each apartment / house, liquid soap for hand washing is available in all sanitary facilities.





All Trip2Portugal employees involved in cleaning, check-in and check-out procedures received this protocol via email, the information leaflet on how to comply with the basic precautions for infection’s prevention and control related to the COVID-19 coronavirus outbreak, and also some documents with DGS guidelines regarding cleaning and hygiene processes. At a later stage, other documents were also sent with information regarding the correct use of the mask, spaces’ ventilation, a flow chart of how to act if an employee presents symptoms, as well as the measures to be taken to comply with basic precautions and information on daily self-monitoring, such as:

  • Hand hygiene: wash your hands frequently with soap and water for at least 20 seconds or use hand sanitizer that has at least 70º of alcohol, covering all hand surfaces and rubbing them until they are dry.
  • Respiratory etiquette: cough or sneeze into the flexed forearm or use a tissue, which should then be immediately thrown away; always wash your hands after coughing or sneezing and after blowing your nose; avoid touching the eyes, nose and mouth with your hands.
  • Social conduct: change the frequency and form of contact between workers and between them and customers, avoiding (when possible) close contact, handshakes, kisses, shared jobs, face-to-face meetings and sharing of food, utensils, glasses and towels.

Employees must carry out self-monitoring daily in order to early identify symptoms suggestive of COVID-19. For this purpose, they can use Annex I. Self-monitoring includes:

 – The measurement of tympanic temperature and respective registration;

– Confirmation of the absence of symptoms of COVID-19, by registering the “no symptoms” option or by registering the identified symptoms.


Equipment – Personal protection

For each employee, several reusable masks (level 3) were made available, approved and certified by Citeve.


Designation of the responsible staff

In case of suspected infection, it will be Marta Coelho (CEO) to trigger the necessary procedures, indicating which employee will be responsible for accompanying the person with symptoms to the isolation space, providing the necessary assistance and contacting the national health service. . The person in charge may vary depending on the location of the accommodation. Nevertheless, Marta Coelho will be in charge of all processes and procedures related to every apartment located in Lisbon.



All employees involved in cleaning and sanitizing spaces, as well as those who contact directly with the guest, must carry out daily self-monitoring to assess fever, cough or breathing difficulty. This self-monitoring can be registered using Appendix I, as mentioned earlier in this document. If the employee registers a temperature above normal or shows symptoms of the disease, he/she must immediately inform Trip2Portugal.


Behaviors to be adopted by the staff:

In check-in procedures, you must:

1) Maintain the distance between employees and customers and avoid physical contact, including handshakes;

2) Always wear a mask;

3) Ask the customer to hold the identification documents in his hand so that the employee can register, without the risk of contagion;

4) When there is a need to collect fees or other amounts, money exchange should be avoided, encouraging other payment methods, such as MbWay or bank transfer.

The hair should always be kept tidy during working hours.

Excessive use of personal ornaments (bracelets, threads, rings, etc.) is not recommended.


Stock of cleaning and sanitizing materials

In each apartment/house there should be a stock of:

1) Wipes;

2) Bleach (sodium hypochlorite solution) in a concentration of at least 5% free chlorine, and alcohol at 70º;

3) Disinfectant products;

4) Equipment or refills for washing hands with liquid soap and paper towels.

5) Waste container with non-manual opening and plastic bag.




Equipment – Personal protection

Three days before the check-in, all guests are warned and alerted to the mandatory use of a mask at check-in. If they do not have a mask, Trip2Portugal can provide each guest with a protective mask, gloves and/or disinfectant gel, for an amount to be informed in the alert sent to the guest, days before check-in.




Action plan

The responsible employee (to be chosen depending on the location of the house/apartment where the suspect is staying) must accompany the suspect of infection to the isolation space, provide him with the necessary assistance and contact the National Health Service.


Decontamination of the isolation site

Whenever there are positive cases, decontamination of the isolation area and reinforcement of cleaning will be carried out, mainly on surfaces frequently handled and most used by the guests, as indicated by the General Health Direction.

The waste produced by patients suspected of infection must be stored in a plastic bag that, after being closed (using, for example, a clamp), must be segregated and sent to the licensed operator for the management of hospital waste with biological risk.

Contingency Plan



The classification of a case as a coronavirus disease (COVID-19) suspected must comply with clinical and epidemiological criteria. The following definition is based on information currently available from the European Center for Disease Prevention and Control (ECDC).



Clinical criteria AND Epidemiological criteria




Breathing difficulty

Travel history to areas with active community transmission * in the 14 days prior to the onset of symptoms


Contact with confirmed or probable case of COVID-19 infection, 14 days before onset of symptoms


Health professional or person who has been to a health institution where patients with COVID-19 are treated

* Areas with active community transmission: Northern Italy (regions of Emiglia-Romagna, Lombardy, Piedmont, Veneto), China, South Korea, Singapore, Japan and Iran.




Isolation areas have been established. The placement of a guest suspected of being infected with COVID-19 in an isolation area aims to prevent other guests from being exposed and infected. This measure aims to prevent the spread of a transmissible disease.

In Trip2Portugal, isolation areas were defined, depending on the type of property: in all studios, the isolation area must be the bathroom; in the other types, one of the bedrooms should be used, choosing the one with more ventilation and natural light. This area must be equipped with:

  • telephone;
  • chair or couch (for rest and comfort of the guest suspected of being infected by COVID-19, pending the validation of the case and eventual transportation by an ambulance);
  • kit with water and some non-perishable food;
  • waste container (with non-manual opening and plastic bag);
  • alcohol-based antiseptic solution;
  • paper towels;
  • surgical mask(s);
  • disposable gloves;
  • thermometer

In this area, there is a properly equipped sanitary installation, namely with a soap dispenser and paper towels, for the exclusive use of the suspected case.




Trip2Portugal designates a Responsible (Focal Point) for the management of any suspected case of COVID-19. Employees will be informed of who is in charge. It is to the Focal Point that a disease situation of an employee or guest with symptoms and epidemiological link compatible with the definition of possible case of COVID-19 should be reported. Whenever a situation is reported by an employee or guest with symptoms, the Focal Point must ensure compliance with the procedures established in the Trip2Portugal Contingency Plan for Coronavirus Disease (COVID-19). The Focal Point will be the element that will accompany the suspected case to the designated isolation area, provide the necessary support and trigger the contacts established in the Contingency Plan of Trip2Portugal.


Focal point Marta Coelho +351 969 416 621
Focal point (substitute) Nuno Barreto +351 962 186 668





In the case of a validated suspected:

-The sick employee or visitor must remain in the isolation area (with a surgical mask, as long as their clinical condition allows), until the arrival of the team from the National Institute of Medical Emergency (INEM), activated by DGS, which ensures transportation to the reference hospital, where biological samples will be collected for laboratory tests at INSA;

-The access of other employees or visitors to the isolation area is prohibited (except to the focal point);

-The validated suspicious case must remain in the isolation area until the arrival of the INEM team activated by the DGS, in order to restrict the contact of this case with other collaborators or visitors. Additional travel of the suspected case should be avoided.


DGS informs the Regional Health Authority of the laboratory results, which informs the Local Health Authority. The Local Health Authority informs the direction of the organic unit of the results of the laboratory tests and:

-If the case is not confirmed, it will be closed for COVID-19, with the usual procedures of the organic unit being applied, including cleaning and disinfection of the isolation area.

-If the case is confirmed, the isolation area must be closed until the decontamination (cleaning and disinfection) is validated by the Local Health Authority. This ban can only be lifted by the Local Health Authority Local.




In case of a confirmed case, the Person Responsible must:

-Provide cleaning and disinfection (decontamination) of the isolation area;

-Reinforce cleaning and disinfection, especially on surfaces frequently handled and most used by the confirmed patient, most likely to be contaminated. Pay special attention to cleaning and disinfecting the meeting room, secretaries, including materials and equipment used by the confirmed case;

-Store the residues from the confirmed case in a plastic bag.




Close contact is a person who has no symptoms at the moment, but who had or may have had contact with a confirmed case of COVID-19. The type of exposure of close contact will determine the type of surveillance. Close contact with a confirmed case of COVID-19 may be:

High risk of exposure, defined as:

-Employee of the same job post (office, room, section, zone up to 2 meters) in the case;

-Employee or visitor who was face-to-face with the confirmed case or who was with him in a closed space;

-Employee or visitor who shared dishes (plates, glasses, cutlery), towels or other objects or equipment that may be contaminated with sputum, blood, respiratory droplets with the confirmed case.

Low risk of exposure (casual), defined as:

-Employee or visitor who had sporadic (momentary) contact with the confirmed case (eg in movement / circulation during which there was exposure to 15 droplets / respiratory secretions through face-to-face conversation for more than 15 minutes, coughing or sneezing);

-Employee or visitor who provided assistance to the confirmed case, provided he / she has followed preventive measures (eg, proper use of the mask and gloves; respiratory label; hand hygiene).


In addition, in case of a confirmed case by COVID-19, active surveillance procedures for close contacts should be activated, regarding the onset of symptoms. For the purpose of managing contacts, the Local Health Authority, in close coordination with the Responsible, must:

-Identify, list and classify nearby contacts (including casual contacts);

-Carry out the necessary monitoring of contacts (call daily, inform, advise and refer, if necessary).

-The estimated incubation period for COVID-19 is 2 to 14 days. As a precautionary measure, active surveillance of close contacts takes place for 14 days from the date of the last exposure to a confirmed case.



The surveillance of close contacts should be as follows:


High Risk of Exposure Low Risk of Exposure
  • Active monitoring by the Local Health Authority for 14 days since the last exposure.
  • Daily self-monitoring of COVID-19 symptoms, including fever, cough or breathing difficulty.
  • Restrict social contact to the absolute necessary.
  • Avoid travelling.
  • Be available for contact for active monitoring during the 14 days since the date of the last exposure.
  • Daily self-monitoring of COVID-19 symptoms, including fever, cough or breathing difficulty.
  • Monitoring of the situation by the occupational doctor.


It is important to underline that:


-Daily self-monitoring, carried out by the employee or visitor, aims at assessing fever (measuring body temperature twice a day and recording the measurement value and time) and checking for cough or difficulty breathing;

-If symptoms of COVID-19 occur and the employee or visitor is at the workplace, PROCEDURES IN A SUSPECTED CASE must be initiated;

-If no symptoms appear within 14 days of the last exposure, the situation is closed for COVID-19.