Last revised 9 September 2026

Purpose

This is the safety, security and compliance playbook we use at Borgo Santolina. It covers the operating controls that protect guests and staff, keep the property reachable in an emergency, maintain continuity through critical failures, and define how we respond, document, recover and learn.

Principles

Life safety comes first. Guest and staff safety takes priority over buildings, equipment, food, schedules and personal property.
Act early. We suspend an activity, close an area, relocate guests or evacuate before conditions become difficult to control.
One person leads. The Emergency Lead has clear authority to direct staff, change operations and close the property when safety requires it.
Use training, not improvisation. First aid, AED use and fire-extinguisher use stay within the staff member’s training and only when the scene and escape route are safe.
Keep critical information portable and current. Guest lists, staff assignments, emergency contacts, access instructions, utility shutoffs and emergency supplies must remain usable during a power, internet or road-access failure.
Communicate early and clearly. Guests should know what changed, what we need them to do, what alternatives are available and when they can expect the next update.

Roles & Ownership

Manager / Emergency Lead

The Manager is the Emergency Lead whenever present. The Emergency Lead has authority to:

Call emergency services.
Evacuate or shelter guests.
Suspend activities, meals, arrivals or departures.
Close all or part of the property temporarily.
Instruct staff to leave unsafe areas.
Direct guest communications and staff assignments.
Contact ownership, insurers, emergency vendors and other authorities.

The most senior trained staff member present assumes the role if the Manager and designated deputy are unavailable.

Chef / Senior Kitchen Employee

Shut off kitchen equipment, gas or electricity when safe.
Check the kitchen, restaurant and food-storage areas when doing so does not delay evacuation or expose the employee to danger.
Bring drinking water and essential food only when time permits.
Do not delay evacuation to save food, equipment or supplies.

Other Staff

Knock, announce the emergency and direct occupants to the assigned safe location.
Assist guests who need mobility support when it can be done safely.
Do not enter areas containing heavy smoke, visible fire, damaged ceilings, gas smells or other immediate hazards.
Follow the Emergency Lead’s instructions and report completed room or area checks.

Every Shift

Each shift records emergency assignments on the daily staff sheet. At minimum, staff know:

Who is acting as Emergency Lead and who is the deputy.
Who will call 112 and who will meet responders at the entrance.
Who will check each guest room or occupied area if an evacuation is required.
Which guests may need mobility or other practical assistance.
Where the current guest list, staff list, master keys, emergency telephone and emergency bag are kept.
The designated assembly point and the approved route to it.

Emergency Readiness

Emergency Numbers and Information

For an immediate threat to life, fire, police or ambulance assistance, call 112. For non-urgent medical advice or out-of-hours medical assistance, call 116117. We use the current Regione Toscana emergency information as the controlling public reference.

An emergency information card is kept:

Beside each staff telephone.
At reception.
In the kitchen.
In the Manager’s emergency bag.
In each property vehicle.

The card shows:

The property’s official address.
GPS coordinates.
The property telephone number.
Gate location and emergency access instructions.
Gate code or key procedure.
Location of gas, electricity and water shutoffs.
Maximum number of guests and staff.
Languages spoken by staff.
Any access limitations for ambulances or fire vehicles.

When calling 112, state:

Your name and Borgo Santolina.
The exact location and GPS coordinates.
What has happened.
The number of injured or endangered people.
Whether fire, smoke, gas, chemicals or blocked roads are involved.
How emergency vehicles should enter the property.
The telephone number from which you are calling.

One staff member meets emergency responders at the entrance whenever safe.

Emergency Equipment and Supplies

The Manager maintains:

A current guest list and room-assignment list.
A list of guests who may need mobility assistance.
Emergency contact information for each booking.
Staff telephone numbers and an on-call staff list.
Working flashlights and headlamps.
Charged power banks.
First-aid kits.
An automated external defibrillator, or AED.
Drinking-water reserves.
Shelf-stable emergency food.
Fire blankets and approved extinguishers.
High-visibility vests.
Basic smoke masks.
Battery-powered radios or another backup communication method.
Blankets and rain protection.
Vehicle keys and adequate vehicle fuel.
Printed directions to the property and nearest emergency facilities.

We use flashlights, not candles, during power outages.

Fire-Safety Systems

Fire alarms, smoke detectors, emergency lighting, extinguishers and other required systems are maintained according to the property’s approved fire-safety documentation. The detailed maintenance schedule and vendor work belong in Property Operations, but this playbook controls whether an area can remain open when a safety system is unavailable.

Guest & Property Security

Access and Emergency Entry

Keep the emergency vehicle route and gate approach clear.
Keep gate access instructions and the current emergency key procedure on the emergency information card.
After a power or critical-system failure, confirm that the gate, CCTV, electronic locks and other security systems are operating before normal operation resumes.
VERIFY: An older version records a manual-release key attached to the gate control box and a labeled spare in key storage. Confirm that this remains the current arrangement and document the exact procedure.
VERIFY: An older version says the gate should be powered down before an electrical storm. Confirm the correct current procedure with the gate technician before treating that instruction as active.

Guest and Staff Information During an Emergency

Emergency lists may contain private contact, room-assignment, mobility or medical information. Staff use that information only for the response, keep it under the Emergency Lead’s control, and protect the person’s privacy from other guests. Broader guest-data, privacy and cybersecurity controls belong in the Administrative playbook.

Weather & Natural Hazards

Weather and Emergency Monitoring

Monticiano is within the regional O1, Ombrone Gr-Alto, alert zone. We monitor the Centro Funzionale Regionale and other official civil-protection information whenever conditions could affect access, activities or guest safety. Regional alerts use green, yellow, orange and red classifications.

Yellow Alert

Review the relevant section of this playbook.
Charge telephones, power banks and radios.
Check the driveway and creek crossing.
Secure loose outdoor objects.
Confirm staff availability.
Warn guests about possible activity, transportation, arrival or departure changes.

Orange Alert

Suspend exposed outdoor activities.
Keep staff reachable and vehicles available.
Inspect drainage, roofs, trees and access roads.
Avoid unnecessary driving.
Prepare for a possible power outage or road closure.
Consider relocating guests early if access could become unsafe.

Red Alert

Follow instructions from civil-protection or emergency authorities.
Suspend arrivals, departures and outdoor activities unless authorities advise otherwise.
Keep guests together in the safest available location.
Evacuate early when instructed and while the road remains confirmed passable.
Do not send guests or employees onto uncertain roads.

Wildfire

Wildfire is a significant natural-disaster concern for the property. Outdoor flames, burning, fireworks and spark-producing work must comply with current regional wildfire restrictions.

Before Fire Season

The Manager surveys the property and arranges for:

Removal of dead vegetation and accumulated leaves near buildings.
Trimming of vegetation that touches buildings or overhangs roofs.
Clear access for firefighting vehicles.
Visible property and directional signs.
Testing of outdoor water supplies and inspection of the fire-hose system.
Inspection of LPG, fuel and generator areas.
Identification of a cleared primary assembly area.
Identification of an off-site evacuation location.
Confirmation of vehicle capacity for all guests and staff.
Review of evacuation routes with local fire or civil-protection officials.

This readiness review is stored as an annual recurring task in Cortile.

If Smoke or a Nearby Fire Is Reported

Call 112 immediately. Do not assume someone else has reported it.
Gather guests and conduct a headcount.
Bring the guest list, emergency bag, telephones, keys and water.
Close windows and doors.
Shut down ventilation systems if they are drawing smoke indoors.
Move outdoor cushions, umbrellas and loose combustible items away from buildings only if this can be done quickly and safely.
Prepare vehicles facing outward for departure.
Do not allow guests to leave independently.

Evacuation

Evacuate when:

Emergency authorities instruct us to leave.
Fire or heavy smoke is approaching the property.
Falling embers are reaching the buildings.
The access road may soon become impassable.
The Emergency Lead determines that remaining would create an unreasonable risk.

Leave early. Do not wait until flames are visible at the property. The Emergency Lead confirms that the road is usable before moving vehicles. Vehicle windows remain closed and ventilation is set to recirculate.

If Evacuation Is Not Safe

Guests and staff should shelter in the building or area formally designated as the property’s wildfire refuge. OPEN DECISION: that refuge has not yet been confirmed by a qualified fire-safety professional. The existing comment asks whether the pool area or the unfinished underground area is safer. Neither should be treated as approved until a professional confirms the location.

Close windows and external doors.
Shut off ventilation drawing outside air.
Move away from windows.
Keep everyone together.
Maintain contact with 112.
Do not shelter in vehicles, wooded areas, pool structures or unapproved outbuildings.

Staff do not attempt to fight a forest fire. Extinguishers may be used only on a very small, contained fire when the employee is trained and has a clear escape route.

Severe Thunderstorms, Lightning, Hail and High Winds

Before the Storm

Close the pool and outdoor guest areas.
Bring guests indoors.
Secure umbrellas, furniture, signs, planters and loose equipment.
Close windows, shutters and doors.
Disconnect sensitive outdoor equipment where appropriate.
Move vehicles away from large trees when safe.
Stop hiking, cycling, swimming and other outdoor activities.
Confirm that drains and gutters are clear.

During the Storm

Keep guests indoors.
Keep people away from windows, glass doors and fireplaces.
Do not use the pool, sauna, outdoor showers or terraces.
Avoid corded electrical equipment.
Do not shelter beneath trees or outdoor structures.
Do not send staff outside to retrieve furniture once conditions become dangerous.

After the Storm

Before allowing guests outside, check for:

Fallen trees or branches.
Damaged roofs or chimneys.
Broken glass.
Downed electrical lines.
Unstable walls.
Flooding.
Damaged gas equipment.
Blocked roads.

Treat all fallen utility lines as live. Keep people away and call 112.

Heavy Rain, Creek Flooding and Road Access

The main buildings are on elevated ground, but the driveway creek crossing and surrounding roads may flood or become damaged. The local emergency plan also identifies landslide exposure on roads around Tocchi and SP32, particularly after intense or prolonged rainfall.

Before Heavy Rain

Inspect the creek crossing and drainage channels.
Move vehicles needed for evacuation to the accessible side of the crossing.
Confirm whether deliveries, employees or arriving guests should travel.
Inform guests that departures may need to occur early.
Ensure food, water and medications are sufficient if the property becomes isolated.

During Heavy Rain

Do not allow vehicles or pedestrians to cross flowing water.
Close the driveway if water covers the crossing, the depth cannot be confirmed, debris is moving or the road surface cannot be seen.
Place a physical barrier and sign at the closure point.
Do not send staff into moving water to measure depth.
Monitor nearby slopes for falling rocks, soil movement, leaning trees or cracking pavement.
Call 112 if guests or staff are trapped or structures are threatened.

Reopening After Heavy Rain

The Manager inspects the crossing and access road before reopening them. Do not reopen until:

Water has receded.
The road surface is visible.
There is no visible erosion or undermining.
There are no unstable trees, rocks or other immediate hazards.
No authority closure remains in effect.

Earthquake

Monticiano is in seismic Zone 3. Strong earthquakes are less probable than in Zones 1 and 2, but damaging shaking remains possible.

During Shaking

Do not attempt to run outside while the building is shaking.
Drop to the ground, take cover under sturdy furniture where available and hold on.
Stay away from windows, mirrors, shelves and fireplaces.
Guests who are outside move away from buildings, walls, trees and utility lines.

Immediately After Shaking

Expect aftershocks.
Check for injuries.
Call 112 for serious injuries, fire, collapse or trapped persons.
Check for smoke, fire, gas smells, water leaks and electrical damage.
Shut off utilities only if there is evidence of damage and it is safe to do so.
Evacuate if there is structural damage, falling debris, fire, gas leakage or an instruction from authorities.
Conduct a headcount at the assembly point.
Keep guests away from buildings until a qualified person or authority confirms that re-entry is safe.

Do not enter damaged rooms to retrieve luggage.

Extreme Heat and Smoke

During Extreme Heat

Encourage guests to remain hydrated.
Reschedule strenuous outdoor activities to cooler periods.
Check elderly guests and guests with medical conditions.
Maintain shaded and cooled indoor spaces.
Ensure staff take water and rest breaks.
Monitor refrigeration and food-storage temperatures.
Call 112 for confusion, collapse, unconsciousness or suspected heatstroke.

During Smoke Conditions

Keep windows and doors closed.
Limit outdoor activity.
Provide the cleanest available indoor room.
Offer smoke masks for necessary short outdoor movements.
Relocate guests with respiratory or cardiac concerns if authorities recommend it or indoor air cannot be maintained safely.

Snow, Ice and Cold Weather

Snow and ice are occasional rather than primary hazards, but they can make rural roads unsafe and interrupt supplies.

Monitor weather forecasts.
Cancel unnecessary journeys.
Treat walkways and entrances.
Close steep or untreated paths.
Keep guests away from icy roofs and trees.
Maintain heating fuel and emergency food.
Do not ask staff to drive to work on unsafe roads.
Delay arrivals or departures until road conditions improve.

Fire Inside a Building

If Fire or Smoke Is Discovered

Call 112.
Begin evacuation immediately.
Close doors behind you without locking them.
Direct guests to the assembly point.
Assist guests who need mobility support.
Do not use elevators.
Do not allow anyone to return for luggage.

The Chef or trained kitchen employee may shut off kitchen gas or electricity only if this can be done without approaching the fire.

Limited Extinguisher Use

A trained staff member may use an extinguisher only when:

The fire is small and contained.
Smoke is limited.
The correct extinguisher is available.
The staff member has been trained.
A clear exit remains behind the staff member.

Otherwise, evacuate immediately.

After Evacuation

Conduct a guest and staff headcount.
Report missing persons and their likely location to firefighters.
Keep access clear for emergency vehicles.
Do not re-enter until the fire service gives permission.

Medical Emergency

All regular staff complete basic first aid, CPR, AED and choking-response training within 90 days of employment. Refresher training is maintained.

Response

Check that the area is safe.
Assess whether the person is conscious and breathing.
Call 112 for any serious or uncertain condition.
Send a staff member to retrieve the AED and first-aid kit.
Follow the 112 operator’s instructions.
Provide first aid only within the staff member’s training.
Send someone to meet the ambulance at the gate.
Keep other guests away and protect the person’s privacy.

Call 112 Immediately For

Unconsciousness.
Breathing difficulty.
Chest pain.
Stroke symptoms.
Severe allergic reaction.
Serious bleeding.
A seizure lasting several minutes or repeated seizures.
A major fall or head injury.
Drowning or near-drowning.
Severe burns.
Suspected heatstroke.

Follow-Up and Record

For a non-urgent issue outside normal medical-office hours, contact 116117. After any medical event, record the time, symptoms, actions taken, staff involved and destination of the patient. Do not include opinions or diagnoses.

When appropriate, follow up with the affected guest or employee after professional care and help arrange transportation or further care. Any service recovery or compensation decision comes after immediate safety and care needs have been addressed.

Critical System & Utility Failures

Power Outage

Confirm whether the outage affects the property or the wider area.
Use flashlights, not candles.
Check guests who may need medical or mobility assistance.
Confirm that emergency lighting is operating.
Follow the written generator procedure.
Keep refrigerators and freezers closed.
Suspend pool, spa, sauna and kitchen equipment that cannot operate safely.
Monitor whether the water system depends on electric pumps.
Keep guests informed about the disruption, likely duration when known and any changes to meals, activities or facilities.
Relocate guests if safe lighting, water, heating or cooling cannot be maintained.

After power returns, check for damage or malfunction before resuming normal operation. Confirm that the gate, CCTV, electronic locks and other affected critical systems are functioning, document the incident and escalate any unresolved failure to the responsible vendor or Property Operations.

Internet and Communications Failure

Older versions record Starlink as the primary internet service, EOLA as the backup service and a laminated troubleshooting guide on the network rack. These details are not treated as current until verified.

Determine whether the problem is local to the property or a provider outage.
Use the current backup connection or manual failover procedure when available.
Maintain a working method for staff and guest emergency communication.
If the outage affects the PMS, phones, guest messaging or billing, use the manual continuity procedures defined in the Administrative playbook.
Tell guests about material service effects and provide a practical alternative when available.
Record the failure and any manual workaround used.

Drinking-Water Problem

Stop using the affected water for drinking, ice, cooking and toothbrushing if:

Contamination is suspected.
The water has an unusual smell, colour or taste.
A treatment system has failed.
Authorities or the water-testing provider issue a warning.

Then:

Provide sealed bottled water.
Remove ice made from the affected water.
Post notices at sinks and guest bathrooms.
Inform guests directly.
Contact the water-system technician and appropriate authority.
Do not resume use until the system has been corrected, flushed and cleared for use.

Maintain enough bottled water for maximum occupancy during a reasonable interruption.

Loss of Safe Heating, Cooling, Water or Sanitation

When a building system failure makes a room, facility or service unsafe or unfit for normal use, we close the affected area and shift the guest experience rather than asking guests or staff to work around a safety problem. If safe water, sanitation, lighting, heating or cooling cannot be maintained, the Manager arranges another room, temporary accommodation or transportation as needed. The repair method and backup equipment are owned by Property Operations.

Incident Communication & Recovery

During the Incident

The Emergency Lead coordinates guest instructions and staff assignments. We communicate what is known, what guests should do now, what part of the property or itinerary is affected, and when we expect to update them again. We do not speculate about causes, diagnoses or reopening times that have not been confirmed.

Post-Emergency Procedures

Once the immediate danger has passed, the Manager:

Confirms the location and condition of all guests and staff.
Preserves photographs and records of damage.
Documents the timeline, calls made and actions taken.
Notifies ownership and insurers.
Arranges temporary accommodation or transportation when needed.
Communicates clearly with guests.
Prevents access to unsafe areas.
Preserves relevant video, access and maintenance records.
Obtains professional clearance before reopening damaged facilities.

Guest compensation is considered after safety, accommodation and transportation have been addressed.

Debrief and Corrective Action

Within seven days, management conducts a short staff review covering:

What happened.
What worked.
What caused confusion.
Which equipment or supplies were missing.
Whether staffing was adequate.
What changes must be made to the playbook, training, equipment or operating system.

Compliance Control

Compliance records are maintained onsite and the workflow is maintained in Cortile.

If a Compliance Issue Is Discovered

Stop or suspend the affected activity when safety or legal authority to continue is uncertain.
Notify the Manager and identify the controlling requirement.
Preserve the relevant facts, inspection result, notice or correspondence.
Obtain qualified legal, technical or regulatory advice when needed.
Record the decision, corrective action, owner and deadline in the compliance register or operating system.
Update this playbook or the owning playbook if the operating procedure changes.

Quality Control & Training

For a small team, practical training is more useful than frequent full-property exercises. At minimum, we:

Conduct a fire evacuation exercise once each year.
Conduct a wildfire and road-closure review before each summer season.
Conduct one tabletop medical emergency exercise each year.
Review room-check assignments whenever staffing changes.
Review this playbook with all new employees.
Complete any additional training or drills required by Italian law or the property’s approved fire-safety documentation.
Review and update the emergency information card whenever access instructions, gate procedures, utility shutoffs, contact information, maximum occupancy or emergency facilities change.
Run the annual wildfire-readiness task in Cortile and record completion.

Any significant incident, near miss, failed drill or unresolved safety condition can trigger an immediate playbook change rather than waiting for an annual review.

Open Decisions & Action Items

OPEN DECISION: Wildfire refuge. A qualified fire-safety professional must approve the designated refuge. The pool area and unfinished underground area have both been raised as possibilities, but neither is approved by this playbook.
OPEN DECISION: Creek and road history. Document what has happened during past heavy rain, including whether and when the driveway creek crossing became impassable, and use that history to confirm practical early-relocation, closure and reopening thresholds.
VERIFY: First-aid kit and AED locations. Older versions named reception, housekeeping and maintenance for first-aid kits, but the current exact locations are not documented in this playbook. Confirm them and add them to the emergency information card or staff reference.
VERIFY: Gate emergency operation. Confirm the current manual-release key location, spare-key location and correct electrical-storm procedure with the gate technician.
VERIFY: Network continuity. Confirm the current primary and backup internet providers, whether failover is automatic or manual, the location and content of the current troubleshooting guide, and whether the network-rack UPS still provides the intended backup power.
VERIFY: Generator and critical circuits. Confirm the written generator procedure, the current list of circuits supported by backup power and the actual annual failover-test process.

Supporting References

Notes from readers

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