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Covid-19 Procedures and Measures

Updated 04/11/20

Making your Booking / Prior to your arrival

To ensure we are fully compliant with government guidelines and UK Law we do ask that proof is provided in line with the above reasons for any bookings during the lockdown period.

The safety and wellbeing of our staff, guests and customers is our main priority. We have been following government and World Health Organisation advice against preventing the spread of COVID-19 and have continued to put additional hygiene precautions in place.

Our usual terms and conditions will apply on bookings and can be viewed here.

Our new procedures are in place and listed below for your peace of mind prior to your stay. Should you have any concerns or queries regarding our procedures and measures in place please do not hesitate to contact us.

We politely request that if you are displaying any symptoms of Covid-19 that you call us to postpone your stay to help stop the spread of the virus. Symptoms include; A high temperature, a new and persistent cough and loss of taste and smell.   

If you have booked directly with us, our team will be in contact prior to your stay with a confirmation email and relevant information regarding your stay. 

Arrival & checking in to your room

If you are displaying any symptoms of Covid-19 please do not enter the hotel. These include; A high temperature, a new and persistent cough and a loss of taste and smell. 

Customers are requested to contact the hotel from the car park on arrival to ensure our team are expecting your arrival and that Social Distancing measures can be adhered to when checking in.

Check -in is from 3 pm onwards.

Unfortunately, we will be unable to offer porterage or assistance with luggage at this time. 

On Entering the hotel please use the hand sanitiser provided at the entrance and Reception area. There are also hand washing facilities directly opposite the hotel entrance. 

We ask that guests do wear face coverings in public areas. We are able to supply a Face Mask for £1, should anyone forget theirs. 

We have put in place signage on arrival and throughout the hotel detailing the guidelines; please adhere to the Keep Left system throughout the corridors. 

Any guests or visitors displaying Covid-19 symptoms may be asked to leave the premises.

Hand Sanitisers are located in all public areas, at the entrance, reception and outside public toilets. 

We will be sanitising all room keys and key cards after each use. 

We are asking that where possible only the one person who made the booking comes to the reception desk to complete check in. 

If you are accompanied by Children we remind you that you are responsible for supervising that they are following social distancing guidelines. 

We are asking for all payment for rooms on booking prior to check in, to ensure a fast and reduced contact check in for our guests. 

Our check in procedures have been amended to ensure less guests at reception at any one time and a faster reduced contact check in. 

Our reception area has been re arranged and marked out to ensure social distancing of a minimum of 1 metre can be maintained at all times and markings are in place. 

All surfaces, screens, door handles, touch points and equipment will be regularly cleaned and sanitised throughout the day. 

Any guests with special requirements or requests, please ensure these are bought to our attention and discussed prior to arrival. We will of course do our best to meet any requests/requirements in line with safety and distancing in mind. 

Public areas

We have heightened and enhanced our cleaning procedures to include extensive cleaning of shared surfaces, high traffic areas and touch points throughout the day.

Hand Sanitisers are located in all public areas, at the entrance, Lift, reception and outside public toilets. 

Our public toilets now have disposable paper towels for drying your hands. There is also signage in place with hand washing advice above the basins. 

We do ask that Guests staying with us try to use the Bathrooms in their own bedrooms where possible to reduce contact and crowding. 

Our Staff members will be wearing face masks or coverings when in public areas of the hotel. 

Signage is in place in all public areas with advice on safe distancing, hygiene, hand sanitising and hand washing. 

There is signage on our lift and we are asking that all guests do use hand sanitise4r before entering the lift. We ask that you do not share the lift with anyone that you do not live with, or that is not in your social bubble. 

When in the hotel and public areas we do ask that you follow the social distancing measures of at least one meter, and follow any one-way systems put in place. We have put in place floor markings and guidance signage throughout the hotel to assist.

If you wish to open a room account for any extras, food or drink throughout your stay we will need to take your card details and hold these on file. 

If you did not book directly with the hotel, you will need to supply an email address to the reception team, if you will require a copy of your bill on check out.

Your Accommodation 

Every bedroom and room key will be thoroughly sanitised before each stay and the bedrooms will be fogged with an appropriate sanitising solution which is affective in killing Covid-19, this solution is harmless to you and our staff. Each room will be thoroughly aired out and left for a number of hours prior to a new guest’s arrival. 

After the rooms have been sanitised no one is permitted to enter the room prior to our new guests check in to ensure no contamination occurs prior to your arrival.

All surfaces are thoroughly wiped down and cleaned prior to your arrival.

All linen and laundry is washed to the recommended high heat to ensure cleanliness. 

All room information folders, or reusable printed materials and leaflets have been removed from each room to ensure no cross contamination. 

We have also removed all non-essential items such as cushions, throws, alarm clocks and ironing boards etc from the bedrooms. Should you require any of these items please ring a member of our reception team from the phone in your bedroom. 

Daily servicing by our housekeeping team will not be available at this time. We will re look at this in the coming weeks. 

We will replenish Tea/Coffee making facilities and Fresh towels in the room daily, if required. Please let us know if you do not wish to have this by displaying the ‘Do not disturb’ sign on your door.  

Food & Drink

We welcome you to dine with us in the designated dining area for the group. Tables have been arranged with correct distancing measures in place. 

We ask for your assistance in organising seating prior to arrival in accordance to guests travelling together, as under current guidelines we understand there may be two households travelling together and will need this identified in advance as seating will be fixed. 

Breakfast time is to be arranged on Check in, these will be arranged to ensure a safe capacity of guests in the dining area at any one time.  

We recommend that you book your dinner time to secure your preferred time. 

We have adjusted our dining areas to ensure all diners are a minimum of 1-2 metres apart.

We will be offering cooked full breakfast for you to enjoy during your stay. Unfortunately, the breakfast buffet will not be set out for our guests use as these are not permitted due to government guidelines, however items can be requested by your server. 

To maintain the social distancing guidelines, we will offer a full table service in the restaurant & Bar and ask that you do not visit the bar. 

We are asking that guests who are staying with us use the bathrooms in their bedrooms where possible.

Hand sanitisers are set up at the entry and exit points to use and should be used every time you enter or exit dining areas. 

Check-out 

A printed room bill will be available at the reception desk on check out. 

To check out, simply visit the reception desk on your way out of the hotel and put your key in the box,  letting our receptionist know your room number. 

Please note that check out is no later than 11am. 

We will then automatically take payment for any extras using the debit or credit card details we hold on file, should you have any queries with your room bill, please call and speak to our receptionists on 01237472361, who would be happy to discuss this with you. 

If you did not book directly with us at the hotel, you will need to supply an email address to the reception team if you require a copy of your bill.

We ask that you use the hand sanitisers before leaving the hotel.

Entertainment  

On first opening the hotel we will not be offering any entertainment due to current government guidelines on live performances and music. 

When it is possible and safe to do so, the hotel will continue to offer entertainment on select days. 

At first, we will only be using musicians with whom we have a historic relationship with and who have been assessed to assure the safety of our guests and themselves.

We will of course need to assess the space and ensure we are able to have the correct social distancing measures in place. 

Once we have a clear date of when we will be able to offer entertainment again, we will update you. 

Staff Training

Our Management teams have undergone comprehensive infection control, safeguarding and Covid-19 related training on how to prevent the contagion of Covid-19 or any other infections/viruses.  We will continue to elevate our training as best practices evolve.

All of our staff members have been given comprehensive training on the prevention of spreading Covid-19 prior to returning to work. 

Further training on PPE, Correct Hygiene and Our new measures and procedures has also taken place with all of our staff members before their return to the workplace. 

Should any staff member show any of the symptoms of Covid-19 they will be immediately sent home from the workplace and asked to quarantine following guidelines. 

Hand sanitising stations are located at all entry and exit points, in the back offices, reception, behind the bars and each member of our team has also been given a refillable hand sanitiser to carry around on them for their own personal use.

We will be giving staff regular breaks to ensure adequate hand washing takes place. 

All staff have been given an information booklet, prior to starting back at work, explaining our new measures and procedures and including the information from all of their training on infection control and PPE. 

Spa & leisure & Other hotel facilities

The children’s playground and outside swimming pool will be open from the 1st August 2020.  Please adhere to the signage and rules around the pool area and playground. 

At present the R&R Spa re opened on the 22nd July 2020, offering most treatments. We will commence offering all treatments including Facials, Eyebrow and Eyelash treatments from the 1st August 2020.

The hairdressers based in the R&R Spa will be open. You can book your appointment directly with them or for more information phone 01237472361. 

Following government advice, we will be limiting the number of people in each area at one time to ensure social distancing is maintained.  This may also mean limiting the number of beauty therapists working at any one time. We apologise for any inconvenience. 

In order to keep you and our teams safe, we have added screens in our reception areas, between Spa stations and between clients and therapists at the Spa Nail stations. 

We will unfortunately not be offering hot drinks in the Salon when we first open and will just be sticking to offering bottled water to out clients. 

Public areas have been reconfigured where necessary and marked out to ensure social distancing of a minimum of 1 metre can be maintained at all times.

Our treatment rooms, equipment and instruments will be disinfected and sterilised between client appointments, we will be allowing additional time between appointments for this. 

Throughout the day and between appointments we will also conduct regular cleaning of shared surfaces, touch points and our public spaces.

We may need to briefly close areas or treatment rooms throughout the day to carry out further cleaning and sanitisation. Please be aware that cleaning may be going on in rooms around you whilst you are in the salon. 

There is hand sanitiser available throughout the salon and at the entrance. We ask that you use the sanitiser on arriving to the spa and also exiting. 

Spa treatments that are available will be subject to government guidelines.

Our Therapists have received health and safety training and training on infection control and will wear the appropriate PPE when carrying out your treatments.

Detailed guidance signage will be in place throughout the spa as it is throughout the hotel. 

We ask that you do not bring anyone with you to your Spa Appointment to limit numbers of people in the salon. 

We ask that if you are displaying any symptoms of Covid-19 that you call us to postpone your visit and ensure you let us know of cancellation of your appointment, so we can try and fill the appointment slot. 

Please note all of the above guidelines and procedures may change at any time following the latest government advice.