CapitaLand’s wholly owned lodging business unit, The Ascott Limited (Ascott), is the first hospitality company in the world to offer its guests global access to a comprehensive suite of telehealth, tele counselling and travel security advisory services. In a global partnership with leading health and security services company International SOS, Ascott will provide these complimentary services as part of its enhanced ‘Ascott Cares’ commitment to improve the overall wellness and safety of its guests. Starting 1 June 2021, the services are available to Ascott’s guests across nearly 200 properties in 86 cities and 27 countries. These include guests at Ascott’s two operational properties in India – Somerset Greenways Chennai that comprises 187 units, and Citadines OMR Chennai with 269 units.
Ascott’s guests who require telehealth assistance or tele counselling can call the property’s front desk from their apartments, to be connected to International SOS’ Assistance Centres. Ascott’s guests will be able to speak directly with International SOS’ health experts at any of its 27 Assistance Centres across the world. The Assistance Centres operate 24 hours, seven days a week and provide assistance in 99 languages and dialects. Depending on the guest’s medical condition, International SOS’ health experts will provide medical advice or may refer the guest for teleconsultation, in-person consultation or tele counselling with their global network of over 90,000 accredited medical service providers, including clinics and hospitals. For more information on the telehealth, tele counselling and travel security advisory services, please see Annex A.
International SOS will also provide travel security advisory and assistance to Ascott’s guests to better prepare them for new environments. This includes advice on security matters including the choice of safe ground transportation, as well as verification and updates on in-country incidents, such as street protests, natural disasters, travel restrictions and security threats. With International SOS’ assistance, Ascott can advise its guests on the latest developments, implement in-property security protocols and safeguards, or work with International SOS to arrange travel security solutions to further assist its guests.
Mr Kevin Goh, CapitaLand’s Chief Executive Officer for Lodging and Ascott’s Chief Executive Officer, said: “Ascott’s global partnership with International SOS further elevates our standard of care and hospitality. As the world’s first hospitality company to provide global access to telehealth, telecounselling and travel security advisory services for our guests, our guests can have greater peace of mind that they are able to receive on-demand quality care from medical and security experts, and feel safe when they stay with us. These value-added services as part of our enhanced ‘Ascott Cares’ commitment are particularly crucial amid the global COVID-19 pandemic. With the need for social distancing and uncertainties from travel restrictions, our guests are able to have immediate access to these services from the comfort of their apartment.”
Mr Goh added: “In addition to stringent hygiene and cleanliness practices, Ascott has also adopted innovations such as contactless services, facial recognition technologies and autonomous robotics to improve our guests’ experience and safety. Our enhanced ‘Ascott Cares’ commitment, which goes beyond caring for our guests, is our distinct competitive advantage. It shows the greater value Ascott can deliver to our property owners and the assurance we give our corporate clients who want to know that their employees are well taken care of when they stay with Ascott.”
Mr Vincent Miccolis, Ascott’s Regional General Manager for Middle East, Africa, Turkey and India, added: “At Ascott, the safety and well-being of our guests and staff has always been, and will continue to be paramount to us. From the eve of this global pandemic and throughout the 2020 lockdown, up until today when India struggles with the second wave of COVID19, our properties in the country have remained operational, offering our guests a safe haven they can call ‘home’, consequently uplifting their stay confidence. The new partnership with International SOS will further empower our ability to back-up our guests with access of information and support, especially in these critical times. With 24/7 Assistance Centres via our Front Desk team, our guests will be able to receive timely advice on medical and health issues, hospitalization assistance and assistance for medical evacuation or repatriation.”
Dr Pascal Rey-Herme, Co-Founder, Group Medical Director of International SOS said: “This collaboration is a world-first in the hospitality industry, and also marks an important step towards recovery for the sector. Working closely with the Ascott team, we want to reassure guests that their safety and well-being is a top priority, with robust, 24/7 global assistance for all travellers – whenever and wherever they are in the world. As the global environment continues to evolve, we will work with Ascott to adjust and adapt to best practices in managing their guests’ health and safety concerns.”
Enhances ‘Ascott Cares’ with commitment to wellness, cleanliness and sustainability
In response to the global fight against COVID-19, Ascott unveiled ‘Ascott Cares’ in May 2020, assuring guests and staff of its stringent cleanliness and hygiene standards as well as safe distancing measures to ensure their health and safety. The enhanced ‘Ascott Cares’ covers seven areas:
| Our Staff | Wellness & Security | Social Distancing |
| Hygiene & Cleanliness | Contactless & Paperless | Our Vendors |
| Go Green |
The comprehensive protocols of ‘Ascott Cares’ are in compliance with the World Health Organization’s standards and local regulations and have been rolled out to Ascott properties globally. In July 2020, Ascott reinforced its measures with a partnership with Bureau Veritas to provide independent audits and certification for the hygiene and safety standards of Ascott properties worldwide.