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Covid-19 FAQs

Will the bar and restaurant be open after 10pm?

No. In line with the latest government directives, all non-resident diners will be required to finish their meals and drinks and leave the hotel premises by 10pm. Resident guests will be required to leave the restaurant and bar by 10pm, but will be permitted to sit in the hotel's lounges (in groups of no more than six people).

What is your policy regarding the government’s three tier system of lockdown measures?

Tier One - this is the 'Medium' local COVID alert level. The hotel has been operating since July with rearranged spaces, restaurant policies and cleaning standards to make sure you can relax and enjoy your break safely, including social distancing and working to the rule of six.

Tier Two - if you’re visiting from an area in this 'High' alert level, we look forward to welcoming you but you'll need to remain within your household group while staying with us. 

Tier Three - if you live in an area with a 'Very High' alert level, unfortunately we’re not able to welcome you to the hotel at this time. If you are already booked with us, we will be able to cancel your booking and put your deposit on hold until such time that you are able to make new plans.

You can check your local alert level on the government website.

Will we still check-in and check-out as usual at the hotel?

For those guests who have been to the hotel before we are offering an express check-in service and for those guests who are coming to the hotel for the first time, we are offering the usual check in at reception. For check out we are offering a contactless check out process to all guests to make departure as safe and stress free as possible. We will contact all our guests in advance of arriving to remind them of some of the changes we have made to the way we do things.  Check in is 4pm and check out is 10am.

How do I book dining slots including breakfast?

To allow for social distancing, we have introduced a booking system for all meals including breakfast. We ask guests the evening before to pre-book their breakfast time slot so that we are able to ensure guests have the space they require to enjoy a peaceful breakfast. We have also introduced an enhanced continental breakfast which can be delivered to your bedroom.

The rule of six

In line with the latest Government directives, we will no longer be able to confirm dining reservations for more than six people. If guests have a valid reason for booking a larger table (for example where there are more than six people in a household family group, or there are additional people in an exclusive support bubble), then please discuss this with the hotel when making the reservation.

Is the usual buffet service available?

No, we are not offering a buffet service this autumn and are only offering table service, room service or take away options for all meals offered.

Are you extending dining hours in-line with distancing restrictions?

Yes. We have introduced longer breakfast and dinner periods and more flexible dining arrangements including picnics. We ask that guests make every effort to book mealtimes ahead of arrival so that we are able to ensure guests have the space they require to enjoy a relaxing socially distanced meal. For specific arrangements like room service we will have time slots available which can be pre booked.

Are you offering room service?

Yes. We are offering room service for any guests who would feel more comfortable dining in their rooms. The room service option is available for specific time slots which needs to be booked in advance.

Are you offering outdoor dining?

Yes, we have adequate space within the grounds of the hotel for you to take your meals and enjoy them ‘Al Fresco’.

Are you still accepting dogs as usual?

Yes.

Will the baby listening service still be available?

Yes, the baby listening systems will still be available as usual.

Is the outdoor swimming pool open?

Yes. In order to ensure that social distancing is maintained inside and out of the pool area we will be restricting the use of the pool in line with Government guidance. The pool will be open from 8am to 6pm daily. We will be offering bookable timeslots of 1 hour 30 min each and will be allowing a maximum of 20 bathers per swim slot. The pool area will be sanitised between each swim session to ensure it is safe for the next group of bathers. Please contact reception if you would like to book your swim session in advance or you will be able to book it at the pool on the day. To allow all guests access to the pool each guest will only be able to book one session per day.

Is the indoor swimming pool open?

Yes. As with the outdoor swimming pool, we are restricting the capacity and pre booked time slots are available, along with a strict cleaning regime. This is to ensure that you can enjoy the space and adhere to social distancing measures.

Are the swimming pool changing rooms open?

No. We ask that you get changed in your room before and after your booked swim session. This also means you can use all of your allocated time slot having fun in the pool.

Is the children’s playroom open?

No, although we have looked into the most robust cleaning regimes, we do not feel it would be safe to open the children’s playroom for this summer.

Is the games room available to use and if so on what basis?

Yes, with a strict cleaning regime in place throughout the day and sanitiser station available on arrival to the room.

Is the Pirate Ship play area open?

Yes, based on the most up to date government guidelines outdoor play areas are safe to open, although we do have strict hand washing/sanitising and social distancing policies in place for everyone’s safety. 

Are the tennis courts and Golf Course open? 

Yes, with a strict cleaning regime in place to ensure the equipment is safe to use. We will have tennis balls for sale at reception but you are welcome to bring your own.

Do I need to wear a face covering inside the hotel?

In line with the latest Government directives, face coverings should be worn in the public areas of the hotels. However face coverings are not required in the restaurants, bar or lounge areas where we operate table service for food and drinks. Children up to the age of 11 are not required to wear face coverings. Further information will be provided by the hotel team upon arrival. 

Am I able to book dining as a non-resident including afternoon tea?

Yes, there are limited slots available for pre-booked non-residents for lunch, afternoon tea and dinner. However, we have taken the decision to significantly reduce our capacity to ensure that social distancing can remain in place and we will prioritise our space for our in-house guests.

Can I extend my gift voucher?

Vouchers with an expiry date of 31st July 2020 and before can be extended by 6 months. 

Can I have a refund of my deposit if the hotel is forced to close due to a second wave?

Should there be another enforced lockdown then our current terms would be extended, and refunds would be made available.