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Coronavirus FAQs

As we adapt to new norms and expectations, we’ve adopted a new standard of cleanliness and ways of working within our hotel.

Everything looks a little different now, which is why we wanted to answer some commonly asked questions around Coronavirus.

Visiting our hotel

AM I REQUIRED TO WEAR A FACE MASK?

In line with UK Government guidelines around Coronavirus, you will need to wear a face mask in all public spaces throughout the hotel, unless you are sat down and eating or drinking in our bar and restaurant.

AM I REQUIRED TO SOCIALLY DISTANCE WITH OTHER GUESTS?

You will need to keep a two-metre distance between yourself and other guests or our hotel staff.

DO I NEED TO GIVE YOU MY DETAILS FOR TEST AND TRACE PURPOSES?

We are asking all guests to register their visit via the NHS contact tracing app using the QR codes displayed in public areas. If you do not have a smartphone, please ensure that you give your details directly to a member of the team instead.

HOW ELSE WILL GOVERNMENT GUIDELINES AROUND COVID-19 AFFECT MY VISIT?

In an area where there is a regional lockdown, the guidance may differ. Full details will be given to you at check-in, but please do contact us directly if you would like more information before your stay. You can also check regional guidelines on the local gov.uk website.

Restaurant and bar

WHO CAN USE THE HOTEL RESTAURANT/BAR?

Please see our temporary changes to dining to find out if our restaurant is open to the public or hotel guests only.

DO I NEED TO BOOK A TABLE?

Yes, advanced booking is required. You can book your table by contacting us or speaking to our team at Reception.

HOW DO I MAKE AN ORDER?

A member of staff will let you know how to make your order when you enter the restaurant. If you want to find out more about how things will work prior to your meal, a team member at Reception will be able to advise you.

HAVE OPENING HOURS CHANGED?

In line with UK Government guidelines, our bar and restaurant will now be closed by 10pm until further notice.

WHEN ARE LAST ORDERS FOR FOOD AND DRINKS?

A member of staff in the restaurant will be able to advise you when last orders will be taken.

IS ROOM SERVICE STILL AVAILABLE?

Yes, you can order food or drinks using room service by contacting reception. Please note that our room service hours may be subject to change – speak to our team to find out more.

ARE THERE ANY OTHER CHANGES TO BREAKFAST, LUNCH OR DINNER?

Please see our temporary changes to dining for full details.

Spa facilities

Which Chakra Spa facilities are open?

Please visit the Chakra Spa website for full details.

Cancellations and rebooking

I AM SHOWING SYMPTOMS FOR CORONAVIRUS. WHAT SHOULD I DO ABOUT MY HOTEL BOOKING?

We politely ask that you move or cancel your booking if you are showing any Coronavirus symptoms. Government guidelines state that you must self-isolate in this instance, and we are afraid you will not be able to do so at our hotel.

HOW DO I CANCEL OR CHANGE MY BOOKING IF I AM SHOWING SYMPTOMS FOR CORONAVIRUS?

Please review the terms and conditions of your booking. You can also refer to the IHG Travel Advisory for more information.

I WANT TO RESERVE A HOTEL ROOM, BUT MY PLANS COULD CHANGE IN THE FUTURE DUE TO COVID-19. WHAT SHOULD I DO IN THIS INSTANCE?

We advise that you use our Best Flexible Rate, which allows you to reserve a room with the option to amend or cancel your booking up to 24 hours before your stay.

Our new safety measures

HOW ARE YOU LOOKING AFTER THE SAFETY OF YOUR TEAM?

We have bought in general and job-specific training on social distancing and hygiene standards for our staff and given clear guidance on taking time off when feeling unwell. PPE has been provided for job roles that require this. There are also communication channels in place for team members who require further advice and guidance.

HOW ARE YOU LOOKING AFTER THE SAFETY OF YOUR GUESTS?

We are ensuring minimal contact at check-in and check-out, as well as added Perspex screens within the Reception area. Room key cards are being thoroughly sanitised before re-use, and our housekeeping team ensures that all guest bedrooms are deep cleaned. Social distancing has been applied using the 2-metre rule throughout the hotel, and we have provided guest communication and signage to reinforce this message. There are also hand sanitiser stations in key locations throughout the hotel.

HAVE YOU REVISED YOUR CLEANING STANDARDS?

We have implemented the following sanitisation and cleaning measures to our hotel:

  • Thorough deep cleaning and sanitisation
  • Use of globally recognised chemical provider Ecolab and increased use of appropriate chemicals
  • Increased time allotted for room cleaning to enable a deeper level of cleaning
  • Disinfection of all touchpoints within bedrooms and a ‘one cloth per room’ policy, meaning a new/fresh cleaning cloth in every room
  • Revised team training to educate on the new standards required Increased frequency of cleaning in public areas including touchpoints such as lift controls, door handles and soap dispensers, etc
  • Increased cleaning regimes back of house
  • Use of appropriate PPE, which is changed regularly, for housekeeping team members

If you have a question that is not covered by any of the answers above, please do not hesitate to contact us and we will be happy to advise you.

Contact us

Here's why our guests love staying at our hotel...

"Magnificent post lockdown stay! Professionalism impeccable!! Highly recommend to anyone who wants to feel special in these weird times!

As this was our first time out after lock down, and as I had been shielded, of course I was cautious! All the team really went out of their way to make our experience relaxing and unique...The room was large and the bathroom huge, and it was all very clean."

-Mitchellmuir, TripAdvisor

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