In-line with government guidelines, we have temporarily closed all services until we can potentially re-open on 15th January.
If you have an existing reservation booked directly through us, a member of the team will be in touch to rearrange your dates or cancel altogether. Please be patient during this time, we are making sure we contact everyone as soon as we can. If you booked through a third party (such as booking.com) please amend or cancel your reservation through them.
In the first instance, please refer to whoever you booked through, you will need to cancel or amend directly with them.
If you were due to be staying with us between 24th December 2020 - 14th January 2021, your booking has automatically been cancelled and a member of our team will be in contact shortly. 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.
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 have a group booking and are due to be staying with us between 24th December 2020 - 14th January 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 15th January 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 March 2021, can be cancelled for free up to 3 months before the event (excluding exclusive use).
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. Reception desks and counters have screens in place, and you’ll find social distancing reminders in public areas. For your convenience, furniture has been rearranged throughout public areas to observe social distancing requirements.
We've created a delicious breakfast hamper for you which will be ready and waiting outside your door in the morning. It'll contain everything you need to start the day right, including; tea/coffee, fresh orange juice, seasonal fruit, croissant, milk & muesli, yoghurt & berries and fresh bread with butter, jam & cheese.
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 will be 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.
Our company’s own environmental health professional has led our health and safety response to coronavirus since the first case arrived in the UK. 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.
It is a mandatory requirement for guests to wear face coverings in our indoor public areas, except for bars and restaurants when eating or drinking, and subject to exemptions.
Our team will wear face coverings when working in our public areas and restaurant, unless medically exempt.
On 14th September, it became illegal to gather indoors or outdoors in groups of more than six persons, unless all persons are from a single household, or attending a wedding.
Track & trace
Providing contact details as part of the NHS track and trace programme is now a legal requirement for all guests visiting our hotel, and we display QR codes for guests who use the NHS COVID-19 app.