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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


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 your country’s own guidelines before traveling with anyone to the hotel. We would require any travellers who are not from the same household to keep a safe distance of 2 metres at all times and to book separate hotel rooms. 

5. I am travelling from a highly affected region.  Will the hotel deny my check-in?

The task of permitting/denying you entry into the country lies with the airport and travel authorities. Please always observe the local directives for travel and hotel stay before booking and coming to the hotel. If your region is highly affected you may wish to take advantage of our cancellable rate for flexible, risk-free changes in your reservation.

6. 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.

7. Can I cancel or change my reservation due to COVID-19?

If you booked prior to 24 March 2020, and you booked on a non-refundable basis, we are offering remedial action based on the date of arrival. Please send an email to the hotel and we will respond to you as fast as we can. Bookings made after this time are subject to the cancellation policy under which they were booked.

OUR STAFF

1. What precautions are our staff taking to protect themselves, you and others?

  • 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