After the recent government announcement, from Wednesday 4th November we are temporarily closing all services until we re-open on 3rd December.
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 5th November – 2nd December 2020, 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.
Flexible bookings for 2020 and beyond
During these uncertain times we understand that flexibility is important so all new reservations for stays before 31st March 2021, including those described as non-refundable and non-transferable, can now be changed up to 48 hours prior to arrival to a date within 12 months. Excludes Christmas, New Year's Eve and any other special event dates.
Existing group bookings
If you have a group booking and are due to be staying with us between 5th November – 2nd December 2020, you can postpone the event and deposits will be moved to the re-scheduled date within a 12-month window. For groups bookings after 3rd December 2020, 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).
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 have complied with the ‘COVID-19 Secure’ guidance on managing the risk of COVID-19’. Our company’s own environmental health professional has led our health and safety response to coronavirus since the very first case arrived in the UK.
We are also proud to introduce our very own ‘Silver Tick’, a discreet pin badge worn by all members of our team to symbolise their personal participation in daily temperature screening, their completed training in COVID-19 prevention steps & social distancing, their own commitment to follow our clinical style of handwashing and their enhanced approach to cleaning and disinfection throughout the hotel.
Due to the developing nature of the situation and guidance, our procedures and operations are continuously reviewed and promptly updated when required. The information that we are sharing with you about how we operate may therefore be subject to review and change without notice.
We politely request the support and assistance of our valued guests in this newly changed environment, so that together we manage the COVID-19 health crisis and ensure that we continue to provide a welcome retreat, where our guests and team can feel comfortable and safe.
If in the unfortunate event, you or your household experience COVID-19 symptoms such as a high temperature, a new continuous cough or a change to your sense of taste and smell, we must ask that you follow the government advice, remain at home, and contact us to allow your stay to be rescheduled.
We further ask that any guest who has arrived in the UK from overseas within the 14 days prior to their arrival at our hotel contact us in advance of travelling to the hotel, to discuss their reservation.
We are proud to introduce our very own ‘Silver Tick’, a discreet pin badge worn by all members of our team to symbolise their personal commitment to the measures we are taking to protect our guests and employees from the risks of COVID-19.
The Silver Tick symbolises: