(Updated 20th May 2020)
As you’re probably aware, we are still closed due to coronavirus but many measures are in place for when it’s safe to re-open, details of which can be found below.
If you are booked in to stay or dine with us in the near future, please don’t worry, if we haven't already, we will be in contact with you shortly to discuss future bookings and cancellations. We are busy working behind the scenes to make sure that the entire process is as seamless as possible.
While we will miss seeing you in our hotels and restaurants, our teams are still contactable via email and telephone should you have any questions. We’re still here to help.
Please see below for more information on existing and future bookings.
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 23rd March – 3rd July 2020, your booking has been automatically cancelled. If you have pre-paid or paid a deposit, your booking will be 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.
Flexible bookings for 2020
Although we are taking bookings for July and beyond, during these uncertain times we understand that flexibility is important so all new reservations for 2020, 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.
Existing group bookings
If you have a group booking and are due to arrive before 3rd July, you can postpone the event and deposits will be moved to the re-scheduled date within a 12-month window. For groups bookings after 4th July, 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 bookings for 2020 can be cancelled for free up to 3 months before the event (excluding exclusive use).
Whilst our doors are closed, we’re still working hard to ensure our beautiful building is looking its best, ready to welcome you back when we can. We’re closely monitoring the COVID-19 situation and will only reopen when we’re confident that we can safely deliver a quality experience to our guests. Here's a bit about what we’re planning:
We have ample private parking available for all guests. We are not offering valet parking at this time, but you’ll be able to park close by outside and our staff will be pleased to collect your luggage from the car, whilst you are checking in.
Our reception team will call you in advance to check your arrival time and take registration information, so that we can have your room ready and waiting for your arrival.
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.
In-room dining at no extra cost
We’ve removed all tray charges from our in-room dining menus, so that you can enjoy additional privacy and comfort, at no extra cost. 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 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.