In what has been a challenging time for us all, we are delighted to re-open our doors and whilst we cannot wait to see some familiar faces and some new ones, we have had to make changes to how we operate and we ask for the support and the patience of our guests as we all continue to stay alert.
The COVID-19 protocol that we have put in place is for the safety and reassurance of staff and guests. While no one can predict the path of this virus, we are continuously monitoring developments and doing all we can to reduce the risk of potential contamination or spread of disease.
PLEASE DO NOT TRAVEL TO THE HOTEL EVEN IF YOU HAVE A BOOKING, IF YOU FEEL IN ANY WAY UNWELL.
We have been awarded the Visit England Industry Standard ‘We’re Good to Go’ for meeting government and industry COVID-19 guidelines.
It is important that we share some of the changes we have made to ensure both you and our staff keep safe. These are listed below
and if any of our guests have any questions or concerns then please let us know.
The COVID-19 protocol includes but is not limited to:
Face coverings: It is now a legal requirement for all guests and staff to wear face coverings in public areas, unless you are sat at a table or in bedrooms.
Screening of guests: to prevent an infected person from checking into the hotel guests will be required to:
- complete and sign a health & travel questionnaire
- allow their temperature to be scanned with a thermal scanner
If a guest’s temperature falls within the normal range and they do not show any symptoms they will be required to sanitise their hands and proceed to check-in.
If a guest’s temperature is high (actual temperature at screening should not exceed 38ºC) and/or they have symptoms of the virus they will be disallowed to check-in.
Educating staff: (ongoing) on what the virus is; ways in which it is transmitted; symptoms to look out for; and daily measures to prevent contamination and spread of viruses in personal, operational, and guest spaces.
Staff hand sanitisers: have been increased in back of house areas (such as kitchen, office, laundry, staff room and bathrooms) as well as front of house guest areas (such as reception desk, bar, and restaurant).
Guest hand sanitisers: (alcohol based) are placed in easy reach of guests in public areas of the hotel with a notice encouraging regular use, including lift access points and corridors.
Personal hygiene: is being reiterated, including the importance of washing hands frequently and thoroughly; avoiding touching eyes, nose and mouth; practicing respiratory hygiene (sneezing and coughing into a tissue that is safely discarded or the crook of the elbow), and avoiding touching one’s face;
Increased regular routine cleaning: of public areas such as toilets, breakfast rooms, restaurants, table tops, counters, hand rails, door knobs, back office surfaces and front desk surfaces are wiped down on a regular routine throughout the day, with a disinfectant cleaner that kills most viruses.
Protective wear: such as protective gloves and face masks are available to all staff and issued to housekeeping when on duty and cleaning equipment with disinfectant between guest and rest rooms.
Avoiding close contact: with anyone who is coughing, sneezing and feverish. Anyone showing symptoms of respiratory illness to be reported to the hotel’s General Manager for further action to take place.
Breakfast: has seen a slight reduction in the menu with some buffet elements in place, which will be served to you, hot breakfast will continue to be cooked to order and staggered seating times will be used. Room service breakfast is encouraged.
Check-in: all items on the front desk (pen, registration form and room key card) and the receptionist’s hands are sanitised, prior to any guest interaction. Guests are required to sanitise hands and credit cards, prior to interaction. Contact can be minimised by pre-paying before your visit. Only one receptionist may be present behind the reception desk and guests awaiting check-in are to observe social distancing. We have screens across the front of our reception desks to keep guests and staff safe. Check in time will be from 3pm.
Guest behaviour: the lift is only to be used by one bedroom/household at a time. We kindly ask guests to adhere to a ‘Lift Up, Stairs down’ policy and adhere to our one-way system wherever possible. Face coverings must always be worn in hotel public areas unless otherwise advised by the Government.
Symptoms of COVID-19: if you are displaying a high temperature or any of the other signs of Coronavirus before you are due to arrive at the hotel, then we ask you not to travel and let us know that you are unable to come. If you begin experiencing any symptoms throughout your stay then we ask that you remain in your room and ask to speak with the Duty Manager, we have a process in place which will be explained to you and all of this will be done in confidence and in a discreet manner.
Room cleaning: your bedroom or suite will have been carefully cleaned and sanitised. Please use the lavatory there and not elsewhere in the hotel and wash your hands regularly. Non-essential items have been removed from rooms such as magazines, bibles and our St. Martins Hospice teddy bears but will be available upon request.
For your comfort, we want your stay to be as undisturbed as possible. Guests are invited to tailor their housekeeping services to their comfort level. To schedule, simply call the front desk. Additional amenities such as linens and toiletries are available upon request and placed at the guest room door.
After the room is thoroughly cleaned, our housekeeping inspector verifies that the room meets the ‘Clean Stay’ standard, each guest room will be sealed with safety tape. Upon your arrival, you have complete peace of mind that the room is clean and ready for your stay.
Where guests have checked out, departed rooms are cleaned and sanitised and remain unoccupied for 24 hours before the room is cleaned and additionally, a fogging disinfectant machine is used in all rooms.
Laundry: linen is washed on the hottest wash cycle at 80°C. All the linen is ironed on a hot setting. Towels are tumble-dried until fully dry and hot enough to kill any potential viral matter.
Food and Beverage: In our DCH Restaurant, tables have been placed at appropriate distances from each other. Table sizes will be limited to parties of four to six (from the same household) adhering to the rule of six guidelines. Items on tables have been reduced. At this time, we will only be serving breakfast and there will be no A la carte lunch or dinner. Afternoon tea will be available on a pre-order basis, which must be booked at least 24-hours prior—again only parties from the same household. A very light menu will be produced to serve until 9pm, however sandwiches will be available 24-hours Our bar will remain open to residents and non-residents until 10pm, at which time the area must be vacated, however our residents are able order drinks if they wish, these must be consumed in their bedrooms. Room service will be left at the bedroom door and then removed once the guest has collected their provisions to avoid staff accessing occupied bedrooms. We do ask that our guests wash their hands for 20 seconds before placing their room service trays outside of their door for collection and then call down to reception to let us know. Food may be ordered in for delivery from local takeaway restaurants.
Restaurant/lounge: If residents/non-residents are dining in our restaurant/lounge area please be advised that we are running a strict table service only policy, once you are seated a member of staff will take your order at your table.
Departure: check out time is 11am. Please return room keys to the key box at Reception. Express Check Out is available. As always, we will be available to help with any queries or requests and have allowed for social distancing at our reception area with the use of a partition and floor markings.
We are encouraging contactless payments wherever possible. Contact areas including the chip & pin machine will be sanitised after every use.