Our Guest Promise
We wish to offer assurance to our guests that we continue to give very careful consideration to coronavirus whilst making steps ensuring that our risk assessments, precautions and protocols remain appropriate to the current situation.
Face coverings will remain optional, subject to individual personal choice for our guests and our hotel team alike, and we will remain mindful that some of our guests will still prefer a little extra space during their time with us.
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 will continue with a regime of enhanced cleaning and disinfection across all areas of our hotel.
The requirement in law for persons to self-isolate has now ended, replaced instead with advice to those who have tested positive with coronavirus that they should stay at home and avoid contact with others for at least five days.
Updated: 24th February 2022
Our Team & Their Training
- We teach all team members to follow a clinical standard handwashing routine from day one, and always have done. We have our very own 8-step handwashing procedure, which our staff are required to follow every time.
- Our commitment to investing in the best training continues. Since 2018, our company has established its own approved Highfield Compliance Training Centre, meaning that we deliver Highfield’s certified qualifications in food safety management and various other safety disciplines to key department managers and head chefs, at all of our hotels.
- 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 have taken steps so that our employees observe social distancing too.
Our Hotel
- We proudly hold a 5-star food hygiene rating, so you can be confident that cleanliness, hygiene and safe food and drink handling have always been high on our agenda.
- Working with our partners at Diversey, we’ve identified the most suitable coronavirus-effective cleaning products and use these in our hotel.
- We have designed a comprehensive enhanced cleaning and disinfection procedure and guide which individually covers all areas of our hotel.
- Room service for in-room dining is available so that you can enjoy additional privacy and comfort.
Your Bedroom
- We promise that our experienced housekeepers will have taken care and time to ensure that your bedroom has been meticulously cleaned and fully disinfected, following a detailed disinfection procedure and ensuring extra attention to high-touch areas, such as TV remotes, taps and telephones.
- Where tea and coffee facilities are present, these are of course properly cleaned and disinfected between arrivals.
- We provide our housekeeping services whilst you are out of the room, let us know if you have a preferred time for this to happen.
- You can tell us if you prefer that our housekeepers don’t enter your room at all during your stay, just let us know when you arrive. We’ll be happy to provide clean towels and amenities to your door as you wish.
- All of our bedrooms are provided with individual toiletry items which are, as always, disposed of following each guest departure.
Health & Leisure Club
- During some spa treatments, our therapists may continue to wear face coverings. Face coverings are not mandatory for guests, who may exercise their personal choice during treatments.
- All facilities, including poolside, changing rooms and equipment is subject to an enhanced cleaning and disinfection programme using coronavirus-effective disinfectants. Our enhanced regime includes our spa treatment rooms, all surfaces and fixtures are disinfected between each treatment and as always, all linen is changed.
- Our treatment and disinfection of pool water has always been carried out to our high standards, and our qualified pool plant operators continue to manage this diligently.