Covid FAQ
OUR GUESTS
1. Is it safe to stay at the hotel?
Hotels are well versed in implementing hygiene and cleanliness standards in order to counter cross infection / infectious disease. We were doing this long before COVID-19!
In response to the COVID-19 pandemic, and prior to reopening, we have reviewed every part of our customer’s journey to determine existing protocols that need to change to achieve COVID-secure status (according to relevant national and industry guidelines), and we have taken the measures. We have trained our team so that they are aware of new methods of operating and have appointed a COVID-champion to ensure internal compliance.
We have prepared a one page infographic to give a feel for the revised customer experience. If you wish to see all of the ways we are working to protect you as well as any other persons who enter upon our premises, we are happy to share a copy of our risk assessment with you.
2. Which rules shall I follow during my stay?
Check out our handy infographic summary! --->
But in summary:
- Maintain 2 metre distance in public areas
- On entering, make use of the station in the lobby that provides sanitiser and gloves
- Bring your own mask or else request one from Reception
- Follow the rules regarding use of lift / stairs
- Use telephone to contact Reception - for all requests including letting us know if you're feeling unwell
- Use the WC in your rooms - access to public area WCs is strictly controlled
- Wash your hands frequently
- Maintain COVID-secure practices when outside of the hotel, and take any tests that you have to
3. When should I not come to the hotel?
If you are experiencing symptoms related to COVID-19 or have been in contact with a positive case, we urge you to refrain from traveling and coming to the hotel. Our flexible cancellation policy has been revised to a more lenient 48 hours in view of COVID-19.
4. With whom am I allowed to travel to the hotel?
Please refer to the current travel rules in place.
5. I have checked in but I now feel unwell. What should I do?
Guests with symptoms of illness will be asked to stay in their rooms and call a doctor via the reception desk. All local protocols in case of this scenario will be observed by the staff.
6. Can I cancel or change my reservation free of charge due to COVID-19?
It depends on the terms under which you made your reservation, and when you made it. Please contact us if you booked with us directly, otherwise please contact the agent through whom you booked. Kindly note we will have to redirect you to your agent if you contact us regarding a booking that was not made directly with us.
OUR STAFF
1. What precautions are our staff taking to protect themselves, you and others?
- All staff are encouraged to take regular tests
- Daily temperature checking and clearly communicated stay at home message for those feeling symptomatic or who have had contact with positive cases
- Changing into work clothes which get frequently washed
- Wearing PPE relevant to their department
- Frequently washing hands
- Maintaining distance to each other and guests
- Training by department and random audits
- Regular provision of updated information about COVID-19
- Training based on local authority guidelines in how to deal with suspected cases in-hotel
- Removal of unnecessary touchpoints in common and non-common areas, combined with additional cleaning of remaining touchpoints
2. What Personal Protective Equipment will our team be wearing?
- Reception - gloves when behind counter (separation panel protects customer from staff member and enables them to greet you with a smile and talk normally :)). Addition of mask if leaving counter area.
- Housekeeping - gloves, masks, eye glasses, aprons
- Maintenance - gloves, mask