vic_logo
coronavirus.vic.gov.au

Tourism and accommodation services sector guidance

Sector guidance for tourism and accommodation services businesses within Victoria.

The information on this page is not being updated during lockdown. For information on the current restrictions go to How we work: Current restrictions.

This page has information for all accommodation workplaces, including: 

  • hotels
  • hostels
  • bed and breakfasts
  • motels
  • serviced apartments
  • camping grounds
  • community clubs or hotels.

Frequently asked questions

Last updated: 25 June 2021

Read below for frequently asked questions for businesses in the tourism and accommodation services sector. 

What are the current face mask requirements?

You must always carry a face mask with you when you leave home unless you have a lawful reason not to.

Face masks continue to be mandatory in some locations, unless a lawful reason not to wear one applies.

For a full list of settings where masks continue to be mandatory, see: Face masks.

Accommodation

  • A business meeting can be hosted at a venue with meeting facilities, if the facility adheres to any relevant restrictions for that venue type.



  • Cleaning and disinfecting high-touch surfaces helps reduce the risk of COVID-19. High-touch surfaces must be cleaned regularly (at least twice a day) between users, and immediately after spills. 

    Surfaces and fittings should also be cleaned immediately when visibly soiled. Learn more about preventing infection in the workplace

    Personal items used in the workplace, such as glasses and phones, should be cleaned and disinfected frequently (for example, by using isopropyl alcohol wipes). Workplace amenities, including kitchens, lunchrooms, communal areas, change rooms, toilets, drink fountains and vending machines, must also be regularly cleaned.

  • Bedding that comes into direct contact with a customer (such as sheets, quilt covers and pillowcases) must be washed before the next booking, and other items should follow routine practice.

    The laundering of linen should be conducted using the warmest setting possible, in accordance with manufacturer’s instructions. Dry items completely. Do not shake dirty laundry as this may disperse the virus through the air.

  • There are a number of ways interactions can be limited to reduce the risk of COVID-19 transmission.

    These include:

    • spacing out reception or check-in areas 
    • using alternate methods of checking in
    • encouraging customers to use contactless payment methods such as credit or debit cards, phone or other payment-enabled devices instead of cash
    • using signage to communicate expectations to customers.

    Consider using physical barriers, such as plexiglass screens, at counters where interactions with customers frequently occur. If practical, set up separate workplace entry and exit points.

  • Everyone in Victoria must get tested if they have symptoms of COVID-19, no matter how mild. This includes visitors from interstate and overseas. 

    If a guest or resident at your property has any of the symptoms of COVID-19, they must get tested at a nearby testing location

    After their test, your guest must return to their accommodation immediately and self-isolate until they receive their test results.

    This applies to all accommodation settings including holiday homes, hotel and motel rooms, tents, caravans and cabins. 

    If your guest tests positive, they will be contacted by the Victorian Department of Health and told to isolate until they are told it is safe to leave isolation  – this usually takes between 10 to 14 days. 

    For step-by-step advice, visit getting tested.

    For more information call the Coronavirus Hotline on 1800 675 398 – open 24 hours, 7 days. 

  • If a person who is required to isolate or quarantine is staying in accommodation with shared amenities (for example, shared bathrooms or communal kitchens),
    the person must contact the Department of Health immediately and arrange to isolate/quarantine elsewhere. This may be at home or in another suitable premises. 

    The Department of Health can assist in arranging referrals to emergency accommodation for both persons diagnosed with COVID-19 and close contacts. They can also provide advice about minimising risk to others and arranging appropriate transport arrangements.

    People who need help to quarantine may be supported so they can keep accessing their regular health and wellbeing services while isolating or quarantining safely in familiar surroundings. 

    To contact the Department of Health or for more information call the Coronavirus Hotline on 1800 675 398 – open 24 hours, 7 days.

  • If a guest tests negative for COVID-19 and they no longer have symptoms, they can resume their holiday or normal activity. If a guest is a close contact of a confirmed case of COVID-19, they must also be advised by the Department of Health via a phone call that they are no longer required to quarantine.  

  • If a guest or resident at your property is confirmed or suspected to have COVID-19, the Department of Health will contact you about the next steps.

    The person with COVID-19 will need to isolate and their contacts may be asked to quarantine as well.  

    People staying in accommodation may choose to stay in that accommodation for isolation or quarantine, provided it is suitable. 

    Once a person has chosen the premises they wish to isolate or quarantine in, they must reside there for the entirety of their time in isolation or quarantine.

    An officer from the Department of Health will call the guest or resident to support them through their isolation or quarantine. 

  • If a resident or guest is identified as a close contact of a confirmed case of COVID-19, the Department of Health will contact you. 

    The person deemed a close contact may be asked to isolate and their contacts may be asked to isolate or quarantine as well. People staying in accommodation may choose to stay in that accommodation for isolation or quarantine, provided it is suitable. 

    Once a person has chosen the premises they wish to isolate or quarantine in, they must reside there for the entirety of their time in isolation or quarantine.

    An officer from the Department of Health will call the guest or resident to support them through their isolation or quarantine. 

    Your guest can also refer to What to do if you are a close contact.

  • The Department of Health will contact you and tell you what to do next. 

    This will include identifying areas of your property where the guest may have been during their stay. For example, their room, dining and recreational facilities. Your electronic record keeping can support you to with this.

    You may be required to close certain areas of your business temporarily, to perform a deep clean. You should consider engaging suitably qualified personnel to clean and disinfect the area. There are guidelines and resources available to help you do this. 

    The Department of Health will advise you on all appropriate preventative measures you should undertake prior to reopening your business. 

    The Department of Health will contact anyone who is identified as a close contact of the person confirmed to have COVID-19. Any close contacts, other guests and staff members that have had contact with the guest may be advised to get tested for COVID-19 and isolate.  

  • If you become aware of a confirmed case of COVID-19 at your facility before being contacted by the Department of Health, call the Department of Health on the Coronavirus Hotline on 1800 675 398 – open 24 hours, 7 days.  

    Your COVIDSafe Plan should contain information that can assist you with the above steps, including your action plans to clean the worksite, how to contact the Department of Health, how to notify WorkSafe Victoria and steps to help you re-open your workplace.  

    You can refer to the Confirmed case in the workplace page for further resources.  

Outdoor attractions and experiences

  • Yes, provided equipment is cleaned between uses. Where possible, customers should be encouraged to bring their own equipment and clothing (for example, use their own helmet or goggles). Avoid sharing equipment that touches the head or face. In some instances, protective barriers or linings could be considered (for example, wearing a washable liner underneath a helmet).

    If clothing must be shared, it should be thoroughly cleaned before the next user. For clothing that can be machine-washed, a hot setting should be used. As a secondary protective measure (in addition to cleaning and disinfection), equipment could be quarantined for a period of time before next use (for example, 72 hours).

    Other shared equipment should be cleaned between uses with a cleaning regime that includes use of a disinfectant with anti-viral properties. 

    Learn more about preventing infection in the workplace.

  • Yes. All Victorian businesses that are open require a COVIDSafe Plan. As boat charter businesses can be used for a range of purposes in addition to transport (for example, hospitality) a COVIDSafe Plan is required for each boat. 

Reviewed 22 July 2021

Coronavirus Victoria

Coronavirus (COVID-19) business support

The Business Victoria hotline provides information on restrictions and support to help your workplace plan and respond to coronavirus (COVID-19).

Call Business Victoria on 13 22 15

Contact Business Victoria

24/7 Coronavirus Hotline

If you suspect you may have COVID-19 call the dedicated hotline – open 24 hours, 7 days.

Please keep Triple Zero (000) for emergencies only.

Was this page helpful?