Our Guest Promise
As our guests will know and expect, exceptional service, pristine housekeeping, hygiene and safety have always been amongst our values, and delivering these consistently is set in our nature.
We can confirm that we continue to comply with the ‘COVID-19 Secure’ guidance on managing the risk of coronavirus.
Due to the ever-developing nature of the situation and guidance, our procedures and operations are continuously reviewed and promptly updated when required. The information that we are sharing with you about how we operate may therefore be subject to review and change without notice.
For now, face coverings will continue to be very welcome at the Hotel and we are grateful to our guests for helping to keep everyone safe.
If in the unfortunate event, you or your household experience COVID-19 symptoms such as a high temperature, a new continuous cough or a change to your sense of taste and smell, we must ask that you follow the government advice, remain at home, and contact us to allow your stay to be rescheduled.
Our Team & Their Training
- All of our team receive regular training and briefings regarding Coronavirus
- We teach all team members to follow a clinical standard handwashing routine from day one, and always have done. We have our very own 8-step handwashing procedure, which our staff are required to follow every time.
- Our commitment to investing in the best training continues. Since 2018, our company has established its own approved Highfield Compliance Training Centre, meaning that we deliver Highfield’s certified qualifications in food safety management and various other safety disciplines to key department managers and head chefs, at all of our hotels.
- We have developed our very own company specific COVID-19 cleaning and disinfection online learning course and exam, which has been completed by all of our team, ensuring that they really are experts in implementing our enhanced cleaning and disinfection protocols.
- All team members are required to stay at home if unwell and must follow official guidance on self-isolating as required.
- Our team continue to have their temperature checked upon arriving at work.
- You can be confident that we hold ourselves to the same top cleanliness standards back of house as we do in our guest spaces, and we have taken steps so that our employees observe social distancing too.
- The General Manager is responsible for the implementation of our hotel’s COVID-19 procedures and will be pleased to assist with any questions or queries. Alternatively, please speak to the Duty Manager.
- We have considered the unfortunate but possible eventuality that a guest at our hotel could experience symptoms of COVID-19. We can confirm that we have documented and practiced procedures that will be followed in that situation, to protect the wellbeing of other guests and our team.
Our Guests
- We politely ask that any guests who are required to undertake self-isolation or household isolation remain at home in line with the government advice, and contact us to rearrange their stay.
- Hotel guests will be invited to have their temperature taken upon arrival by our staff, using a contactless laser thermometer. Unfortunately, if your temperature is above 37.8°C, we will not be able to welcome you to the hotel and we will invite you to rearrange your stay.
- To help us avoid the unnecessary handling of cash, we invite all hotel guests to charge items to their room during their stay, and to make payment by card wherever possible.
Our Hotel
- We may contact some guests in advance of arrival to obtain check-in information and we will prepare as much as possible in advance of your arrival, in order to reduce the time spent completing check-in at the hotel reception.
- Some service points will still have protective screens in place. This could include reception desks or restaurant greeting stands for example, and these help to keep everyone safe.
- We proudly hold a 5-star food hygiene rating, so you can be confident that cleanliness, hygiene and safe food and drink handling have always been high on our agenda.
- We have completed a complete review of our food safety management systems during closure to ensure that they fully incorporate the required COVID-19 prevention controls.
- Working with our partners at Diversey, we’ve identified the most suitable coronavirus-effective cleaning products and use these in our hotel.
- We have designed a comprehensive enhanced cleaning and disinfection procedure and guide which individually covers all areas of our hotel.
- Staffing levels have been set to ensure that public spaces can be continuously cleaned and disinfected throughout the day, in line with our enhanced cleaning programme.
- We have removed all tray charges from our in-room dining, where available, so that you can enjoy additional privacy and comfort, at no extra cost. Room service is currently to the bedroom door only.
- We've given thought to every step of your journey from arrival and check-in, to housekeeping and room service to ensure that even whilst keeping their distance, our team can look after you with our usual warm hospitality.
Your Bedroom
- We promise that our experienced housekeepers will have taken care and time to ensure that your bedroom has been meticulously cleaned and fully disinfected, following a detailed disinfection procedure and ensuring extra attention to high-touch areas, such as TV remotes, taps and telephones.
- We have removed some non-essential items in your bedroom.
- Where tea and coffee facilities are present, these are of course properly cleaned and disinfected between arrivals.
- We only provide our housekeeping services whilst you are out of the room, let us know if you have a preferred time for this to happen.
- You can tell us if you prefer that our housekeepers don’t enter your room at all during your stay, just let us know when you arrive. We’ll be happy to provide clean towels and amenities to your door as you wish.
- All of our bedrooms are provided with individual toiletry items which are, as always, disposed of following each guest departure.
Dining & Drinking
- Weather dependant, we aim to maximise the availability of outdoor spaces for dining and drinking.
- Depending on the service, menus are either single use or properly disinfected between each and every use.
- We offer a more flexible dining & drinking offering, which includes options such as picnic hampers.
- Where room service is available, it will be delivered to the bedroom door.
Bookings Help
Bookings Made Through a Third-party
In the first instance, please refer to whoever you booked through, you will need to cancel or amend directly with them.
Bookings Made Directly with Us
Existing bookings
If you were due to be staying with us before 17th May 2021, your booking has automatically been cancelled and a member of our team will be in contact shortly if they haven't already. If you pre-paid or paid a deposit, your booking has been held and the deposit can be credited to a future date of your choice within 12 months. If that doesn’t work for you, a member of our team will be able to issue a full refund for you.
Flexible bookings
During these uncertain times we understand that flexibility is important so all new reservations for stays before 31st October 2021, including those described as non-refundable and non-transferable, can now be changed up to 48 hours prior to arrival to a date within 12 months. Excludes Christmas, New Year's Eve and any other special event dates.
Existing group bookings
If you have a group booking and are due to be staying with us before 17th May 2021, you can postpone the event and deposits will be moved to the re-scheduled date within a 12-month window. For groups bookings after 17th May 2021, normal terms & conditions for cancellation/postponement apply as per your contract. However, please note this policy will be reviewed regularly and we will continue to work with our clients to have a fair policy as the situation develops, taking into account UK Government guidelines. Please check back here for updates or contact the hotel event manager directly.
New group bookings
Any new group booking, arriving before 31st October 2021, can be cancelled for free up to 3 months before the event (excluding exclusive use).
