Pool & Soaking Tubs Playbook

This is the playbook we use at Borgo Santolina for the guest experience, daily care, safety, water quality, and technical operation of our pool and soaking tubs.

Purpose

Keep the pool and soaking tubs safe, clean, technically reliable, visually ready, and easy for guests to enjoy without making the experience feel supervised or over-serviced.

Principles

• The pool is self-serve and open to guests 24/7.
• We stay aware of when guests are using the pool and maintain a discreet presence without hovering.
• Safety rules are established in advance and enforced calmly and immediately when needed.
• The pool should always look ready for a photograph: clear water, spotless surfaces, orderly furniture, fresh towels, and no visible clutter.
• Guest requests should be easy to make. Physical check-ins and guest messaging should support each other rather than create unnecessary interruptions.
• Technical work involving pumps, filters, suction, or chemicals is handled only by staff trained on the equipment and the current procedure.

Roles & Ownership

• Host on duty: notices when guests are at the pool, checks in periodically, responds to requests, reinforces pool rules, and coordinates food, beverage, or other guest needs.
• Designated pool operator: owns water quality, filtration, pump and filter operation, manual testing, troubleshooting, seasonal start-up, and technical-room procedures.
• Housekeeping / property-readiness team: owns the visual reset of the pool area, towels, furniture, amenities, trash, and end-of-day organization.
• Food & beverage team: supports drinks and snacks. Detailed beverage preparation and food-safety procedures remain in the Food & Beverage playbook.
• Management: ensures ownership is clear, unresolved technical issues are escalated, and the pool is taken out of service when a safety or water-quality standard cannot be met.

How We Operate

Guest Access & Host Presence

The pool is open 24/7. There is no formal daily closing. Hosts pay attention to when guests head to the pool, make an initial check-in when useful, and maintain a periodic presence so guests feel attended to without feeling watched.

• Cover the no-diving rule during the guest orientation or first pool use. The pool is shallow enough that diving is dangerous.
• Keep the guest-messaging channel available for food, drinks, towels, and other poolside requests.
• Current direction, not yet finalized: favor messaging plus periodic physical presence rather than a mandatory check every 20 minutes. Set the final standard before opening.

Daily Readiness & Reset

Each morning, complete a deep clean and full reset before the pool is likely to be used. At the end of the primary guest day, reset the area again after use has subsided. Because the pool remains open 24/7, this is an operational reset, not a closure.

• Use the live Daily Pool Checklist for morning preparation and the end-of-day reset.
• Check and tidy the pool area at least every four hours during the day.
• Return furniture to its intended layout, collect used towels, remove glassware and plates, restock the drinks fridge, return toys and fins to storage, remove trash, and run the pool robot as appropriate.

Presentation Standards

• Pool liner and visible pool surfaces are spotless and free of debris.
• Water is crystal clear.
• Water temperature is monitored regularly for guest comfort. The operating target still needs to be documented.
• Furniture, cushions, and umbrellas are immaculately clean, well maintained, evenly arranged, and adjusted for comfort.
• Pool towels are freshly laundered, fluffy, and neatly rolled or folded. Used-towel return is obvious to guests.
• Towel stations remain stocked with large pool towels and smaller hand towels for refreshing or drying.
• The surrounding area is free of leaves, debris, water spots, empty bottles, used serviceware, and visible trash.
• If ambient music is used, it is soft, calm, and appropriate to the setting.
• Umbrellas are repositioned as the sun moves so useful shade is available throughout the day.

Amenities & Poolside Service

• Quality sunscreen and after-sun products are available.
• Pool games are tasteful and unobtrusive.
• Goggles, fins, kickboards, and toys are stored in an attractive, organized area.
• A self-serve beverage station is stocked with still and sparkling water and other bottled beverages.
• Loaner sunglasses are stylish but inexpensive enough that losing a pair is not a guest issue.
• First-aid and emergency supplies are easy to find and kept ready.

Optional Poolside Touches

These are occasional service touches, not scheduled scripts. Use them when they fit the guests, weather, staffing, and pace of the stay.

• Offer sunglass cleaning from time to time.
• Offer chilled scented towels, such as lavender or mint, when appropriate.
• Offer seasonal fruit skewers or a small local snack as a complimentary treat.
• When coordinated with a scheduled massage, we may ask the therapist to spend about an additional hour before or after the appointment offering complimentary poolside foot massages. We cover the cost.
• Offer personalized cocktails or mocktails based on known guest preferences.
• Serve drinks on trays or coasters so condensation does not mark tables or loungers.

Safety & Common Guest Issues

• Post required pool rules and a no-diving sign with the shallow-depth hazard clearly shown.
• Keep a throwable flotation device mounted in a visible, accessible location.
• Maintain the pool safety fence and keep first-aid supplies accessible.
• Staff assigned to guest-facing pool duty should be trained in basic first aid and CPR.
• No diving: establish the rule before it becomes an issue. If a guest dives, intervene promptly and matter-of-factly because the pool is shallow.
• No glass: if a guest brings glass into the pool area, bring an unbreakable replacement, transfer the drink or bottled beer, and point out where the safe cups are kept. Solve the problem without making the guest feel reprimanded.

Pool System Specs

• Infinity-edge, in-ground, vinyl-lined pool with no skimmers.
• Dimensions: 10 m x 20 m x 1.5 m.
• Volume: 30,000 litres / 8,000 gallons.
• Three sand filters, each with a pump and leaf basket, operated with timers.
• EMEC LDPHRH automatic chemical controller with continuous testing and two metering pumps feeding from two chemical tanks.
• Cleaning equipment includes a brush, net, manual pool vacuum, and Dolphin Robot 100.

Technical Procedures

Manual Water Chemistry Testing

Test pH, chlorine, alkalinity, calcium hardness, and cyanuric acid. The actual test-kit instructions control. The sequence below is retained as our current working reference and should be checked against the kit in use.

1. Rinse the test block with pool water.
2. Collect the sample 30 to 45 cm / 12 to 18 in below the surface, away from return jets.
3. For free chlorine and total chlorine, fill the yellow-capped side to the line with pool water.
4. Add 5 drops R-001 / DPD #1 and swirl.
5. Add 5 drops R-002 / DPD #2 and swirl.
6. Match the pink color to the scale to read free chlorine.
7. Add 5 drops R-003 / DPD #3 and swirl.
8. The darker pink reading is total chlorine. Total chlorine minus free chlorine is combined chlorine.
9. For pH, fill the red-capped side to the line with pool water.
10. Add 5 drops R-004 and swirl.
11. Match the color to the pH scale. The current working target in this playbook is 7.4 to 7.6.
12. Test alkalinity, calcium hardness, and cyanuric acid according to the instructions for the actual kit in use.

Backwashing a Sand Filter

1. Turn off the relevant pool pump. Never change the multiport valve position while the pump is running.
2. For Pump 1 or Pump 2, move the breaker from up / automatic timer to the middle / off position. If a pump is already in manual operation, note its current configuration so it can be restored correctly.
3. Open the valve between the multiport valve and the pool return. The current valve label needs to be confirmed. Open is handle parallel to the pipe.
4. Set the multiport valve to BACKWASH.
5. Close the valve before the leaf catcher. Closed is handle perpendicular to the pipe.
6. Open and clean the leaf basket / leaf filter, then replace the lid securely.
7. Reopen the valve before the leaf filter.
8. Turn the appropriate pump on in manual mode and run for 2 to 3 minutes, or until water in the sight glass or discharge hose runs clear.
9. Turn the pump off.
10. Set the multiport valve to RINSE.
11. Turn the pump on and run for 30 to 60 seconds.
12. Turn the pump off.
13. Set the multiport valve back to FILTER.
14. Open the valve after the multiport valve.
15. Turn the pump back on and restore the intended automatic or manual operating configuration.
16. Bleed air from the top of the sand filter if needed. Open the air valve very slowly and close it when water flows steadily.
17. Check the pressure gauge and record or mark the new clean-filter baseline.

Pump Will Not Prime / Air in the System

1. Turn the pump off.
2. Open the filter air-relief valve. Let air escape and close it when water begins flowing steadily.
3. With the pump off, check the pump-strainer lid. Bleed air if needed and make sure the lid O-ring is clean and seated correctly before resealing.
4. Restart the pump and watch the pump basket fill with water. If it does not fill, turn the pump off and repeat the bleeding steps.
5. Watch for bubbles at the return jets. Persistent bubbles may indicate a suction-side air leak.
6. If air repeatedly appears after backwashing, inspect for air being drawn in during restart or a multiport valve that is not sealing correctly.

Using the Pool Vacuum

1. Bring out the vacuum hose, head unit, and pole.
2. Put the hose in the pool and fill it with water.
3. Screw the hose into the center threaded female port on the pool side.
4. Attach the head unit and pole and keep the head underwater to minimize air in the hose.
5. In the technical room, open the valve labeled VACUUM.
6. Increase suction by turning the large ratchet valve so more flow is directed through the pool-side ports. Do not allow guests to swim while suction is increased for vacuuming because entrapment can injure hair, fingers, or other body parts.
7. Vacuum the pool.
8. Return the large ratchet valve to its original position to reduce suction.
9. Close the vacuum valve.
10. Remove the vacuum and empty the net.

Air-Leak & Flow Checks

• Pump lid and O-ring: remove the lid, clean the O-ring and sealing surface, lubricate the O-ring with silicone lubricant, and tighten the lid evenly and firmly.
• Pump basket: check for cracks or debris that could restrict flow.
• Suction-side unions and valves: inspect for cracks and loose fittings. The current troubleshooting note suggests shaving cream or soapy water around fittings while the system is running to look for air movement.
• Pump housing drain plugs: confirm the plugs are tight and their O-rings are in good condition.
• Multiport valve: if air appears after backwashing, the internal spider gasket may be worn. Inspect the gasket and consider a rebuild kit if leaking persists.

Seasonal Operation

Spring Start-Up

1. Reconnect and inspect pumps, filters, and chemical-dosing equipment.
2. Inspect and clean pump baskets and sand filters.
3. Test the automatic chemical controller and dosing-pump tubing for blockages or leaks.
4. Prime the pumps and backwash the sand filters.
5. Fill the pool and catch basin to the proper operating levels.
6. Manually test pH, chlorine, alkalinity, calcium hardness, and cyanuric acid.
7. Adjust water chemistry using the verified product instructions and confirmed pool volume.
8. Verify the correct chemical preparation and dilution instructions before filling any dosing tank.
9. Run filtration and circulation for 24 to 48 hours.
10. Observe the automatic system and compare it with manual testing to confirm that dosing and readings are behaving correctly.

Guest-Season Filtration

The current summer operating note is to run the new sand filter continuously, 24/7, and run the second filter on its timer. The pool has three filters, so the exact operating schedule and purpose of the third filter still need to be documented.

Soaking Tubs

The soaking-tub operating procedure is not yet documented. Before guest use, complete and test the actual procedure for:

• start-up and controls
• fill and drain sequence
• temperature setting and safe operating range
• water treatment or sanitation, if applicable
• cleaning and turnover
• guest instructions and safety
• shutdown
• troubleshooting and escalation

Quality Control & Training

• Use the live Daily Pool Checklist for the morning preparation and end-of-day reset.
• Complete a visual check and tidy at least every four hours during the day.
• Water must be crystal clear and the pool area must meet the presentation standards before it is considered guest-ready.
• Only trained staff should backwash filters, change valve configurations, use elevated vacuum suction, handle pool chemicals, or modify dosing equipment.
• All technical-room pumps, valves, filters, and breaker positions should be clearly labeled and supported by current photos or a valve map.
• Guest-facing staff assigned to the pool should know the no-diving and no-glass responses and be trained in basic first aid and CPR.
• Recurring water-quality or equipment issues should be documented and escalated rather than repeatedly worked around.