Health Safety and Sanitation

MEOW WOLF SANTA FE HEALTH & SANITATION PROGRAM

***Please note: mask rules are enforced at our Santa Fe exhibit. Masks are required to be properly worn by all guests at all times. Please see below for more information.***

This plan outlines all actions we take to keep our guests, employees, and our community safe. Each department has its own customized set of procedures that are more detailed than the summary presented here. We will continue to refine and update the plan as more information becomes available. Click here for more information on general accessibility. 

We are closely monitoring government policy changes and mandates, Centers for Disease Control (CDC) guidelines, and public health advancements, and will continue to make changes as necessary or appropriate to our protocols and procedures. All decisions around the implementation of these plans are made in collaboration with local health officials and other State and local authorities.

Guest & Employee Health

The health and safety of our employees and guests is our number one priority.

Health/Temperature Checks. There will be noninvasive thermal camera temperature checks at the entrance of House of Eternal Return. Anyone displaying a temperature over 100.4°F (38°C) will not be allowed entry to the property, including their entire party, and will be directed towards appropriate medical care. Guests denied entry will be issued a refund,  or be rescheduled for a later date at no additional cost. For COVID-related refunds or reschedules, please email santafehelp@meowwolf.com.

Physical Distancing. Guests are directed to practice physical distancing by standing at least six feet away from other groups of people not traveling with them while in lines or moving around the exhibit. Cafe tables and other out of exhibit physical layouts are arranged to ensure appropriate distancing. Employees are trained to practice physical distancing by standing at least six feet away from guests and other employees and plexiglass barriers are installed wherever possible. Meow Wolf will comply with, or exceed, local or state-mandated occupancy limits.

Capacity Limits. Capacity is limited to 25% to allow for physical distancing.

Hand Washing and Hand Sanitizer. Touchless hand sanitizer dispensers are placed at key contact areas such as guest and employee entrances, check-in areas, exhibit entrances and exits, Cafe entrance, gift shop entrance, and restrooms.

Masks. Masks are required to be properly worn by all guests at all times. We follow CDC guidelines for mask wearing. If you do not have a mask, or the correct type of mask, we will provide you with one at no cost. Guests who do not adhere to our mask rules will be required to leave the exhibition without a refund. Gloves are also available, upon request. Appropriate PPE is provided for and worn by all employees based on their role and responsibilities and in adherence to state or local regulations and guidance.

Front of the House Signage. Health and hygiene reminders are posted throughout the property including instructions on physical distancing. Televisions and electronic signs are also used for messaging and communication.

Back of the House Signage. Signage will be posted throughout the property reminding employees of the proper way to use gloves (in positions deemed appropriate by medical experts), wash hands, sneeze, avoid touching their faces, and wear, handle, and dispose of masks.

Employee & Guest Health Concerns. Our employees have been given clear instructions on how to respond swiftly and report all presumed cases of COVID-19 while on the property. We are ready to provide support to our guests. Employees are instructed to contact a manager if they notice a coworker or guest with a cough, shortness of breath, or other known symptoms of COVID-19. Employees and guests who are exhibiting any of the symptoms of COVID-19 while at the property are instructed to immediately notify their manager (in the case of employees) or security (in the case of guests). Employees are instructed to stay home if they do not feel well.

Case Notification. If we are alerted to a presumptive case of COVID-19 on the property, we will work with the department of health to follow the appropriate actions recommended.

The Guest Journey

Ticket Purchase. All tickets are purchased online prior to arrival. Guests receive information about queuing, health screening, social distancing, and other safety practices as part of the purchase process. 

Guest Arrival. A Visitor Services team member and a security officer greet visitors.  Visitors are screened, asked to use hand sanitizer, and to wear a mask. Masks are available from Visitor Services if needed. Appropriate signage is prominently displayed outlining proper mask usage and current physical distancing practices.

  • Guest arrival via Taxi or Rideshare
    Guests are dropped at a rideshare location away from the queuing area. Signage near the rideshare location highlights health and safety standards.
  • Guest arrival via personal cars
    Signage in the parking lot highlights health and safety standards.
  • Queuing
    A team member directs guests to a PPE station with hand sanitizer, gloves, and masks. Guests must have pre-purchased tickets and are directed to queue at their selected arrival time. Groups are spaced 6 feet apart and health and safety standards are displayed in poster cases in the queue area.
  • Temperature and Mask Checks
    Team members will conduct non-invasive temperature checks utilizing thermal cameras in the vestibule. All guests over the age of 8 will be screened. Anyone displaying a temperature over 100.4°F (38ºC) will be taken to a private area for a secondary temporal temperature screening. Guests confirmed to have a temperature over 100.4°F (38ºC) will not be allowed entry, along with their entire party, to the property and will be directed towards appropriate medical care (urgent care or hospital recommendations should be on hand). Guest denied entry will be issued a refund. Guests who pass the health screening will receive a wristband and be directed to the lobby. Note: All guests must wear face coverings that cover their nose and mouth at all times.
  • Ticket Check-in
    After completing the health screening, guests are directed to the front desk to check in to the exhibit with their tickets.
  • Float Cafe. The cafe will reduce seating capacity to allow for a minimum of six feet between each seated group/party of guests.
  • In Exhibit Operations. Docents roam within their assigned section to ensure that guests practice physical distancing. Any choke points or narrow spaces have signage indicating one-way paths.
  • Gift Shop. Occupancy limits are enforced to allow for appropriate distancing at our retail space. Merchandising has been altered to encourage guests to not congregate.

Locations for the Distribution of Personal Protection Equipment (PPE)
The following areas are set with PPE including disposable masks, gloves, hand sanitizer, and disinfecting wipes.

  • Guest Entrance
  • Ticketing Check-in area
  • Restrooms

Guest Considerations

  • Float Cafe serves all food and beverages; no grab and go or self-service is available.
  • Interior entry doors are propped open to minimize guest contact.
  • Guest strollers will be parked outside in a specific area at the partons risk/discretion.

Public Areas. Cleaning & Sanitizing Protocol. Employees sanitize the following areas at least once per hour.

  • Guest and employee entrances and exits
  • Restrooms
  • Vending Machine
  • Handrails
  • Employee dining tables
  • Smoking areas
  • Exterior benches
  • Trash bins

Employees sanitize all guest touch-points after each transaction including Credit Card Devices, pens, guest dining areas, and countertops. Offices, desks, phones are deep cleaned and sanitized upon a shift change.

Physical Distancing Protocol

  • Lobby greeter to provide guidance to arriving and departing guests to ensure physical distancing measures are followed.
Entry Screening & Case Reporting Protocols

Entry Screening. Non-invasive thermal cameras are placed at each entry point.  Any person displaying a cough, shortness of breath, or other known symptoms of COVID-19 or a temperature above 100.4°F (38ºC)will be asked to do a secondary screening.

Secondary Screening. Visitors displaying an elevated temperature will be escorted to a designated, private, and isolated area and provided with PPE. The Visitor Services Manager, using appropriate PPE (including a surgical mask and eye protection), and a temporal thermometer will record a second temperature.  If the visitor refuses the secondary reading, they will be denied entry to the property and provided a COVID-19 information card.

Visitors or Employees with Elevated Temperature. If the secondary reading confirms that the visitor has a  temperature above 100.4°F (38ºC), the visitor will be denied entry to the property and be directed towards medical care and provided with resources and recommendations based on CDC and local health authority guidelines. A Visitor Services Manager or Security Supervisor will collect basic visitor information including name, names of the guests in their party, and ID (i.e. driver’s license or employee ID). The Supervisor will then make initial observations for the known symptoms of COVID-19 including cough, fever, and shortness of breath. If a visitor refuses to provide information or cooperate with Security, the visitor will be denied entry to the property.

Health Department Reporting. The Manager handling the case will immediately notify the NMHD and advise the operator that there is a possible case of COVID-19. Inform NMHD if the visitor is requesting medical care or refusing to cooperate and leaving the property.

Transportation. If the visitor has their own vehicle the visitor may leave in their own vehicle. If the visitor does not have their own vehicle an ambulance will be called to transport the person to the appropriate medical care facility as directed by the NMDoH and local health authorities.

Games, Events, & Entertainment

Events. As per the recommended guidelines, no events are scheduled.

Arcade & Microtransactions.
Cleaning & Sanitizing Protocol.

  • Cleaning protocols are in place for machines, game components, and token-operated transactions.

Physical Distancing Protocol

  • Space capacity is actively managed to allow for appropriate distancing between groups of guests based on CDC guidelines.
  • Machines are placed to allow for physical distancing between players.
Retail

Retail Store
Cleaning & Sanitizing Protocol

  • Workstations, hard surfaces, handles, and frequently touched surfaces are sanitized at least once per hour and upon a shift change.
  • All guest touchpoints are sanitized after each transaction including Credit Card Devices, pens, and countertops.
  • Signage reminds customers to only touch what they intend to purchase.
  • POS terminals are assigned to a single team member where possible, sanitized between each user, and before and after each shift.

Physical Distancing Protocol

  • Signage is prominently posted reminding guests of maximum occupancies and distancing guidelines.
  • Retail displays have been removed or altered to allow for appropriate distancing.
  • Physical barriers are used to separate staff from guests at cash registers and in merchandise pick-up locations where needed.

Guest Considerations

  • Displays and retail assortments have been altered and limited to discourage guests from touching items.
  • All merchandise is served/handled by a retail attendant.
  • When possible, retail items are pre-packaged.
  • All sales are final.
  • Avoid cash handling when possible. If cash handling is permitted, cash must not be handled by employees who handle retail items.
  • Branded reusable masks are available for sales in the Gift Shop.
Food & Beverage

All guests wishing to consume alcohol will be requested to briefly lower their masks for age and identification purposes.

Cafe & Bar
Cleaning & Sanitizing Protocol

  • Service stations, carts, beverage stations, counters, handrails, and any related equipment is sanitized at least once per hour and logged by a manager.
  • POS terminals are assigned to a single server where possible, sanitized between each user, and before and after each shift.
  • Dining tables, bar tops, stools, and chairs are sanitized after each use.
  • Pens and all other reusable guest contact items are either single-use or sanitized after each use.
  • Cups, straws, and menus are single-use and/or disposable.
  • Food Storage containers are sanitized before and after each use.
  • Bottles, dishwashers, and sinks are deep cleaned and sanitized at least once per shift.
  • Food and beverage items are prepared by only one individual.

Physical Distancing Protocol

  • Managers oversee physical distancing at the cafe, waiting areas, and queues.
  • Tables have appropriate physical distancing between each family or traveling party.

Guest Considerations

  • All self-serve condiments and utensils will only be available from cashiers or servers.
  • Packet salt, sweeteners (etc) available upon request.
  • All straws are wrapped.
  • All food and beverage items will be placed on the table, counter, slot, or another surface instead of being handed directly to a guest.
  • Avoid cash handling when possible. If cash handling is permitted, cash must not be handled by employees who handle food and beverage items.
  • No outside food and beverage, including food truck items, will be permitted inside the building.
  • The bar and cafe can only be accessed by ticket holders.
Employee Training & Responsibilities

Employees are required to take reasonable care for their own health and safety and to not adversely affect the health and safety of others.

Training. Employees have received pre-opening training to ensure they understand and feel confident managing the physical distancing and hygiene aspects of their roles. They have also been trained on how to handle unsafe conditions and emergency situations. 

Sick Leave. Policies have been reviewed and updated to make sure employees are not inadvertently encouraged to come to work when they aren’t feeling well. Employees are to stay home if they are sick or not feeling well and not return to work until they are symptom-free for 72 hours. Employees are to seek medical advice if they have a fever, cough, sore throat, loss of sense of taste or smell, or shortness of breath.

Hand Washing. Correct hygiene and frequent handwashing with soap is vital to help combat the spread of the virus. All employees have been instructed to wash their hands, or use sanitizer when a sink is not available, every 60 minutes (for 20-seconds) and after any of the following activities: using the restroom, sneezing, touching the face, blowing the nose, cleaning, sweeping, mopping, smoking, eating, drinking, entering and leaving the exhibit, going on break and before or after starting a shift. 

Personal Protective Equipment (PPE). Appropriate PPE is worn by all employees based on their role and responsibilities, and in adherence to state and local regulations and guidance. Training on how to properly use and dispose of all PPE is mandatory. Every employee entering the building is provided with a mask and required to wear that mask while on the property. Gloves are provided to employees whose responsibilities require them to be in direct contact with guests. 

Cleaning Products & Protocols

Meow Wolf uses cleaning products and protocols which meet EPA’s criteria for use against COVID-19 and are approved for use and effective against viruses, bacteria, and other airborne and bloodborne pathogens. We are working with our vendors, distribution partners, and suppliers to ensure an uninterrupted supply of these cleaning supplies and the necessary PPE.

Public Spaces and Communal Areas. The frequency of cleaning and sanitizing has been increased in all public spaces with an emphasis on frequent contact surfaces including, but not limited to, check-in counters, door handles, public bathrooms, handrails, lockers, dining surfaces, and seating areas.  

Exhibition Spaces. The frequency of cleaning and sanitizing has been increased in the exhibit with an emphasis on frequent contact surfaces. Certain spaces have been altered or closed as they are difficult to clean. Hand sanitizer or self serve disinfecting wipes will be placed near some high touch areas.

Laundry. All uniforms, costumes, linen, and removable fabric in the exhibit are changed daily and washed at a high temperature and in accordance with CDC guidelines. Dirty linen is bagged in the exhibit room to eliminate excess contact while being transported to a laundry facility.

We are thankful to the many organizations who have provided feedback and helped guide our safety response.