COVID-19 Precautions & Procedures

Both our team and guests' safety is of the utmost importance to us and rest assured we will be doing everything in line with Government guidance to keep both our team and valued guests safe.

Here’s what to expect during your visit to us:

NHS Track & Trace - Guests are encouraged to continue using the QR code which is displayed at all entrances to the hotel and spa to check-in using the NHS COVID-19 app. We will continue collecting customer contact details to support NHS Test and Trace.

Face coverings - From Friday 10th December 2021, our guests and team are required to wear face coverings in public areas of the hotel. Guests may remove their face coverings when in our bars and restaurants and whilst using the gym and exercise studios. In addition to this, face coverings must be worn by guests and staff whilst using hotel operated transport and during spa treatments (facials excluded).

Cleanliness

- We will clean your bedroom using an enhanced cleaning regime using a highly effective sanitising product

- Rooms will be ventilated with windows open during the cleaning process

- There is an enhanced cleaning programme in public areas with an increased frequency in disinfection of high touch areas

- Hand sanitising stations are provided at key points in the public areas for all team members and guests

- Additional disinfection will be in place of high touch room and bathroom areas

- We ask that all team members and guests wash their hands frequently

Ventilation - We actively ventilate public spaces by leaving windows and doors open wherever possible

If you feel unwell

If you or a member of your party are feeling unwell, please stay at home and following the Government guidance with respect to COVID-19 testing.  Please contact us by telephone to discuss options for cancellation and/or rescheduling your stay.

It is important to note, that for the safety of our guests and our team, that any guests displaying symptoms consistent with COVID-19 will be requested to seek medical attention. Should you be advised to self-isolate and are able to return home, we will request that you check out immediately. Cancellation terms apply for stays over the festive period (23 December 2021 to 1 January 2022 inclusive), we advise all guests to take travel insurance during these unpredictable times.

Arriving from outside of the UK - We are accepting guests that need to quarantine on arrival to the UK but we ask that you provide us with any necessary details and that you take your own responsibility for testing and reporting if and where appropriate. We can provide details of the nearest testing centre.

What are our terms and conditions on cancellations?

We have flexible terms and conditions for all individual bookings whereby you can cancel 48 hours prior to arrival for a full refund. For group and event bookings please speak directly to the hotel, our terms remain the same. For bookings over the festive period (23 December 2021 to 1 January 2022 inclusive) cancellation charges apply. We advise all guests to take travel insurance during these unpredictable times.

For bookings of 10 nights or more, a 14 day cancellation policy will apply, so as long as you cancel by 3pm 14 days prior to arrival, you will not be charged. If you do cancel within 14 days of arrival, you will be charged for each night booked. If we are able to sell any of the nights, you will not be charged for these. We advise you to take out insurance cover.

The General Manager is responsible for all aspects of our ‘COVID-19 Secure’ operating plan. You can contact the Duty Manager at any time prior to, and during your stay, should you have concerns related to this or any other matter.

Finally, please treat our team and your fellow guests with kindness and respect; this is a difficult time for all of us.

We can’t wait to see you soon. Travel safe and stay well.