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Responsible Tourism and Safe Experiences Guidelines

HERO EXPERIENCES COVID-19 PROTOCOLS

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Finally, there appears to be light at the

end of the tunnel as the world seems to

be emerging from the worst effects of the

coronavirus pandemic. Our thoughts are

with those who have lost love ones, for

those who have been affected by the harsh

economic impact of the crisis and everyone

who has experienced illness, isolation

or loneliness during this time. We are

optimistic that the future will bring a new

perspective and a renewed appreciation for

the beauty of the world around us.

As we look ahead, we have been given

the opportunity to reflect on what is truly

important to us; our purpose has never been

clearer than it is right now. Hero Experiences is a group of companies with a collective vision to create empowering and unique travel experiences for people in the most sustainable and innovative ways possible.

As an experiences driven company,

facilitating lifelong memories and allowing

our guests to share special moments with

loved ones is important to us and coincides

with our mission to protect the UAE’s

cultural heritage and abundant yet fragile

natural environment. Seeing wildlife around

the world thrive without constant human

interaction has reaffirmed our commitment

to preserve our delicate ecosystems and

share these special environments with

conscientious and compassionate guests

who share our passion for sustainable travel.

In light of Covid-19, many tourism businesses

will need to drastically revamp their

procedures in order to keep their guests safe.

The safety of our guests is paramount and

I can honestly say that no drastic overhaul

has taken place within our group. This is

because we have always taken great care to

uphold the highest hygiene standards in the

industry and due to the outdoor nature of

our exclusive experiences which have always

offered an alternative to mass tourism.

Our luxury Platinum Desert Safaris have

always provided exclusive and remote

spaces for guests to enjoy the peace and

tranquility of the desert and our adventurous

Heritage Desert Safaris were always enjoyed

because of the fresh open-top vintage Land

Rovers which avoid the damaging impacts

of dune bashing. Our HERO boats have

always been enjoyed as a private, self-drive

experience and our hot air balloons have

always offered a unique way to gently glide

over Dubai’s pristine desert dunes.

While we have taken some additional

measures that exceed the highest standards of

both Dubai Tourism and the World Travel and

Tourism Council’s Safe Travels guidelines, these

extra measures will not significantly alter the

experience that our previous guests loved.

We are all heading into uncharted territory

and we invite you to join us on this journey

with optimism, hope and an unwavering

commitment to preserve our natural

wonders and cultural traditions for future

generations. For us, the adventure isn’t over!

Sincerely,

Adam McEwan

Group CEO

Message from the CEO

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The safety and wellbeing of our guests and

staff has always been our priority and as

a responsible tourism company, industry

leading health and safety standards is at

our core. In light of Covid-19 we have taken

this opportunity to further enhance these

standards while maintaining the premium

quality of our experiences.

The Hero Experiences Covid-19 Protocols

exceed all of the UAE government’s

regulations and the tourism guidelines

established by the Dubai Municipality

Health and Safety (DMHS), Dubai Tourism

(DTCM), General Civil Aviation Authority

(GCAA), Dubai Maritime City Authority

(DMCA) and the recommendations of The

World Travel and Tourism Council (WTTC).

As a group of companies, we have also

implemented further protocols to ensure

that we:

• Protect our guests and staff with global

best practice for sanitisation and safety.

• Lead the industry with enhanced

sustainability measures.

• Exceed expectations and requirements

for Covid-19 with fully trained safety

officers and extensive staff training.

• Use discreet innovative technology

to enhance our product offering,

ensuring that our guests can enjoy their

experience without feeling like they are

visiting a medical facility.

• We will never hire external, freelance

staff, vehicles, food and beverage so we

can ensure our guests only come into

contact with staff who we can guarantee

have been trained, checked and

regularly tested.

Hero Experiences • All of our field and office staff will have

their temperatures checked daily.

• Team members who are in direct contact

with our guests and work in kitchen areas

will wear gloves and masks at all times.

• Social distancing guidelines in the back

and front of house will be respected

• Our staff accommodation and

transportation health and safety

guidelines exceed the Dubai Tourism and

the DM Health and Safety regulations.

• We have assigned a dedicated Hygiene

Manager and team to ensure that all of the

Covid-19 protocols remain implemented.

• Extensive on-going training will take

place for in-house Covid-19 safety officers

established by leading authorities.

• All staff are trained as Covid-19 Ambassadors

from the Mohammed Bin Rashid University

of Medicine and Health Sciences (MBRU).

• All staff dealing with our guests will be

regularly screened for Covid-19. Strict

protocols are in place for any staff

members displaying any symptoms to

remain away from work until testing or

quarantine can be completed.

Staff Regulations

Staff Education

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• We are the only provider in the industry

with a 100% in-house catering team

preparing all meals onsite. This means

we are uniquely positioned to comply

with the restrictions and guidelines set

for all F&B outlets in Dubai.

• Food and beverages will be served in

biodegradable single-use containers, cups

and utensils. We have sourced sustainably

produced cutlery that did not result from

trees being cut down. We will be adding

the cutlery to our bio-garden to ensure

they are responsibility disposed.

• All activities will respect the capacity,

social distancing, and restrictions

regulated by local authorities.

• A quiet, comfortable place has been

identified to safely isolate guests

displaying symptoms.

General Regulations for All Experiences

• Due to current guidelines, guests with

high risk medical conditions, chronic

diseases and respiratory illnesses will not

be able to join our experiences.

• For peace of mind, all guests will

undergo contactless temperature

screening at the time of pick-up.

• Local regulation mandates the use of

face masks at all times. Guests must be

wearing a mask at the pick-up location.

High quality, branded masks allowing

for more comfortable breathing will be

available for purchase if desired.

• We are not permitted to host guests

displaying any symptoms and a body

temperature above 37.5 Celsius. Anyone

not able to join the activity will receive a

full refund for both themselves and any

participants in the same booking who, as a

result, also wish to refrain from the activity.

Guest Health Checks

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SANITISATION REGULATIONS – WHAT WE HAVE ALWAYS DONE

• We always ensure our vehicles and public areas are thoroughly cleaned and sanitised at

all times before each desert safari.

• We frequently sanitise all high touch frequency public areas (minimum once every hour

or after every use).

• After each desert safari, there is a complete washdown and high-intensity sanitisation of

all public areas with a disinfection of vehicles, furniture and fixtures.

SANITISATION REGULATIONS – WHAT IS NEW?

• We provide touch free hand sanitizers within the vehicle and all public areas.

• We are using state-of-the-art nanotech disinfectant on all vehicles and common touch

points to provide unrivalled hygiene and viral protection.

• A quiet, comfortable place has been identified to safely isolate guests displaying symptoms.

• We are using electro-Static sanitisation for all canvas tents providing first class level of

coverage and hygiene.

SCREENING REGULATIONS

• Guests and staff will be required to allow us to conduct a contactless temperature check

prior to commencing the activity.

• Guests will be required to undergo temperature check prior to departure.

• Contactless thermometers will be available in every vehicle.

Platinum Heritage Guidelines

SOCIAL DISTANCING REGULATIONS

• Currently a maximum of 3 guests per car (including the Guide), or maximum of 6 guests

(including the Guide) if they are from the same family.

• Unfortunately, we are not permitted to collect guests from their private residence.

• Social distancing guidelines currently require 2m clear distance between guests and 4m

clear distance between two groups of guests with no more than 5 guests in one group.

FOOD AND BEVERAGE REGULATIONS

• As we do not outsource our F&B services, we can ensure compliance with the most

stringent rules and regulations from local authorities.

• Use of biodegradable cutlery at all camps which follows a strict composting and bio-

garden development program for enhanced sustainability.

Visit Platinum Heritage website >

*Please note that all protocols on Page 3 and 4 are also incorporated in these guidelines

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HERO OdySea Guidelines

WHAT WE HAVE ALWAYS DONE

• All boats are fully cleansed and disinfected after every use.

• Life jackets and rental equipment to be disinfected after each use.

WHAT IS NEW?

• We are using state-of-the-art nanotech disinfectant on all Hero boats and common touch

points to provide unrivalled hygiene and viral protection.

• Currently it is compulsory to wear masks during the boat tour for staff and guests.

Visit HERO OdySea website >

*Please note that all protocols on Page 3 and 4 are also incorporated in these guidelines

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WHAT WE HAVE ALWAYS DONE

• - We conduct a thorough cleaning and sanitisation of all hot air balloons,

equipment, vehicles and public areas before and after each flight.

WHAT IS NEW?

• We are using state-of-the-art nanotech disinfectant on all vehicles and common

touch points on the balloon baskets to provide unrivalled hygiene and viral

protection.

• Transparent screen protector shields have been designed in response to COVID-19

and will be fitted to large baskets providing unparalleled level of safety and hygiene

for all guests without compromising on views.

• Guests will undergo temperature check before flight at point of pickup.

Visit Balloon Adventures Dubai website >

Balloon Adventures Dubai Guidelines

*Please note that all protocols on Page 3 and 4 are also incorporated in these guidelines

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• It is ok to ask tour operators or hotels

what safety measures they are taking to

prevent the spread of the Coronavirus.

• Make sure to wash your hands with soap

or disinfectant frequently and avoid

touching your face with your hands.

• Wherever possible, avoid very crowded

spaces where possible like shopping

malls and concerts. Take this as an

opportunity to explore the natural

wonders of a destination and get

into nature.

Other Tips for Safe Experience

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Please contact us for more information

Visit Website

info@hero-experiences.com

+971 4 440 9827