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Covid-19 FAQs

Knoll House is now closed and we hope to reopen on Friday 19th March, subject to government guidelines.

The below FAQs cover our hotel operations - subject to any further Government advice.

Will the bar and restaurant be open after 10pm?

In line with the latest government directives, last orders for food and drinks will be taken at 10pm. Guests will then be required to finish their meals and drinks by 11pm, with resident guests leaving the restaurant and bar at that time and non-resident diners leaving the hotel premises.

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

Guests should follow the rules of the Tier either of their home or the hotel, whichever is the highest.

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.

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 & Tier Four - if you live in an area with a 'Very High' alert level, we kindly ask that you rearrange your stay for another time. If you are already booked with us, we will be able to postpone 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.

At hotels in Tier 2, will we be allowed to dine with friends and family indoors?

As per the latest guidelines, you cannot socialise with anyone you do not live with or who is not in your support bubble in any indoor setting in Tier 2. We will, however, have fire pits in the gardens with plenty of blankets and hot chocolate so you can enjoy time with friends or family not from your household; the rule of six will still apply. 

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

For those guests who have been to the hotel before we will be offering an express check-in service and for those guests who are coming to the hotel for the first time, we will be offering the usual check in at reception. For check out we will be 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 winter 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 will be 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’. The rule of six will still apply outdoors.

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?

No. 

Is the indoor swimming pool open?

Yes. 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. Please contact reception if you would like to book your swim session in advance. To allow all guests access to the pool each guest will only be able to book one session per day.

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 at this time.

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 when seated 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 will be 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.