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.
Keeping our distance
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.
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.
Room service to the bedroom door for in-room dining is available so that you can enjoy additional privacy and comfort. Breakfast in bed? Why not…
To minimise contact, we will provide our room services whilst you are out, let us know if you have a preferred time. Of course, if you’d prefer that our housekeepers don’t enter your room during your stay, just let us know at check-in. We’ll be happy to provide clean towels and amenities to your door.
We proudly hold a 5 star food hygiene rating at all of our hotels, so you can be confident that cleanliness, hygiene and safe food handling have always been high on our agenda. Working with our partners at Diversey, we’ve identified the most suitable coronavirus-effective cleaning products for use in our hotels.
We promise that our experienced housekeepers will have taken time and care to ensure that your bedroom has been meticulously cleaned and fully disinfected, following a detailed checklist and ensuring extra attention to high-touch areas, such as TV remotes, taps and telephones.
Staffing levels have been set to ensure that public spaces can be continuously cleaned and disinfected throughout the day.
Behind the scenes
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’ve taken steps to ensure that our employees can observe social distancing too.
Our employees are taught the best handwashing technique from day one, and are trained to follow our very own 8-step handwashing procedure, every time.
We’re continuously reviewing all that we do and taking into consideration all government guidance to ensure that our procedures continue to protect our guests and people.
Knowledge & training
In addition to the comprehensive training in food hygiene, cleaning and infection control that all of our staff receive, our hotel teams will receive specific training in the control and spread prevention of coronavirus.
In the first instance, please refer to whoever you booked through, you will need to cancel or amend directly with them.
If you were going to be staying with us between 24th December 2020 - 16th May 2021, your booking has been automatically cancelled. If you have pre-paid or paid a deposit, your booking has been held and credited to a future date of your choice within 12 months of the hotel re-opening. If that doesn’t work for you, please get in touch with a member of our team who will be able to issue a full refund for you.
Flexi Dates - Book with us direct, and if your plans change, you can move your booking to a new date up to 2pm the day before. You’ll only be charged the difference in price — if there is one. Excludes special event dates. Find out more about our Bookings with Benefits.
Existing group bookings
If you had a group booking and were due to arrive between 24th December 2020 - 16th May 2021, you can postpone the event and deposits will be moved to the re-scheduled date within a 12-month window. For group 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).