Roundthorn

COVID-19 Statement

Updated October 2020

Whatever the new normal brings, we know that our firm mission to exceed our customer’s expectations will remain and that our hospitality will still shine. We want to make sure that you do feel relaxed and comfortable whilst staying with us and that things are as normal as possible as we move forward. The safety of both our team, customers and the local community is at the forefront of our minds and following government and WHO guidance we have completed risk assessments for each area of the operation. From this, we have put the appropriate procedures in place within the hotel and apartments to ensure that you have a safe and secure visit, whilst still being able to enjoy a relaxing stay:

Booking Procedure and Reception Facilities

After making a booking for both our hotel rooms and mews apartments, all correspondence
will be digital or over the telephone and payment will be taken prior to your stay.

If you are staying in the Mews apartments:

We will send out registration documents and a health questionnaire between 48 and 24 hours prior to check in and ask that you send this back to us at least two hours before arrival with an estimated arrival time.

To facilitate a contactless check in, Mews guests should call the hotel upon arrival in our car park and a member of our team will meet you and show you to your apartment.

Your key will be sanitised and placed in your apartment ready for use. Upon departure, the key should be placed in the key drop of box in the hotel reception. We will sanitise all keys and fobs between use.

During your stay, we would welcome you in the hotel if you wish to dine or have a drink but would ask that you please call over in advance to book a table. To avoid congestion in the reception area, please call the hotel by telephone with any queries, bookings or maintenance issues during your stay and a member of our team will be more than happy to help.

If you are staying in a hotel room:

We will send out registration documents and a health questionnaire between 48 and 24 hours prior to check in and ask that you send this back to us at least two hours before arrival with an estimated arrival time.

Check in will be contactless and there is a protective screen on our reception desk – we do still love to chat though and will be on hand to welcome you to the hotel and direct you to your bedroom. Our team will also be around to answer any questions you might have throughout your stay. Please contact reception by telephone whenever possible.

Signage at reception encourages all guests to keep an appropriate distance from each other when checking in. Wherever possible we will be working to the 2m social distancing guidelines and would encourage guests to do likewise.

WHAT WE ASK FROM YOU

All guests will be asked to provide an estimated arrival time and we would ask that you keep to that as much as possible to avoid too many people arriving together.

Please ensure that as requested, registration documents are returned to us at least two hours before your arrival.

Hand sanitising points are available at the front door and throughout the building and we ask that you make use of these.

Staff

All of our staff are Covid-19 trained. This includes information about each team
member’s responsibility to ensure that our house and grounds are as safe as possible and how we as a team minimise risks.

There will be appropriate numbers of staff on shift at the same time and arrival for shift will be staggered. Staff are encouraged to make their way to work in their own cars or walk.

Temperature checks will be made upon arriving at work and will be recorded. All staff will have washed their hands at least every 30 minutes. Sanitising stations are available for all staff in the ‘back of house’ areas. You may find that staff are wearing PPE whilst serving food and around our public areas.

WHAT WE ASK FROM YOU

As we make every effort to ensure the safety of our guests, we ask that they in turn look after the safety of our staff members and adhere to the safety and social distancing policies in the public areas and gardens.

Housekeeping

If you are staying in the Mews apartments:

Each apartment will be thoroughly cleaned, ventilated and sanitised* ready for your arrival by the housekeeping team. Members of the team will be wearing PPE and have received additional training in light of covid-19.

Apartments will not be serviced mid stay. If you would like fresh towels and bedding please let us know.

Spare pillows and bedding will be removed from the apartments and are available on request.

Some unnecessary soft furnishings have been removed from our apartments.

We have taken tea and coffee supplies out of the apartments as a standard for the moment. Please let us know if you would like some sachets to be put in the kitchen area prior to arrival.

WHAT WE ASK FROM YOU:

To leave the rooms well ventilated on departure by opening all of the windows.

To ensure that all rubbish and recycling is taken to the bin and recycling area before departure.

If you are staying in a hotel bedroom:

Each room will be thoroughly cleaned, ventilated and sanitised* ready for your arrival by the housekeeping team. Members of the team will be wearing PPE and have received additional training in light of covid-19.

Bedrooms will not be serviced mid stay as standard. If you would like fresh towels and bedding please let us know. If you do require a mid-stay service, please let us know in advance. The room must be vacated and left well ventilated with personal belongings put away.

Spare pillows and bedding will be removed from the bedroom and are available on request.
Some unnecessary soft furnishings have been removed from our hotel rooms.

WHAT WE ASK FROM YOU:

To leave the rooms well ventilated on departure by opening the windows.

To ensure that all rubbish is put in a tied bin bag before your departure.

* The sanitiser product we are using has BS EN1276 certification and is graded with a Log Kill 7 rating, which means it is 99.99998% effective at reducing bacteria, viruses and microorganisms. (1,000 times more effective than a domestic product at 99.9%) It is also completely biodegradable and environmentally friendly.

Public Areas

All of our public areas are cleaned regularly with high quality anti-bacterial cleaning products and thoroughly sanitised*. Key to touchpoints in the public areas are sanitised every hour.

Our public areas are large and therefore do allow social distancing to take place fairly easily.
We ask that all guests adhere to our polices when using the public areas.

Tables will be spaced out to allow enough space for table service to operate safely in dining areas.

There are protective screens on the bar to protect guests and staff members.

Marketing material, other than that in cleanable frames, has been removed from our public areas.

WHAT WE ASK FROM YOU:

Guests must face masks when moving around our public areas.  They can be removed when seated to eat or drink.

Residential guests are encouraged to use the toilet facilities in their rooms rather than the public toilets.

Please respect social distancing rules around the hotel and gardens – this includes limiting groups to up to six people in total as per current guidelines. The rules are there to protect both guests and our team members.

Bar and Food Service

We are lucky to enjoy large spaces in our public areas and dining rooms, and if the weather is kind, we will also serve evening meals in our beautifully spacious gardens. Even so, it is essential that a table is booked when dining with us so that we can limit capacities in each area.

We are operating table service only for both food and drink.

Our food service may be slightly different to accommodate new safety measures – nevertheless we will absolutely ensure that your dining experience with us is an enjoyable one.

WHAT WE ASK FROM YOU:

Payments should be made by card, with contactless a preferred option where possible.

Residents can charge to their room if account facilities have been pre-arranged.

Please do not try to order at the bar.  Orders will be taken for both food and drink at the table.

Please note that government advice for our industry, is being constantly updated, therefore the above measures may be amended as guidelines are provided. If you have any questions, please don’t hesitate to ask.

We hope the above helps to reassure you and that it forms a useful part of your decision making process, particularly should you find yourself in the ‘should we go’ stage.

We’ll look forward to welcoming you to the Roundthorn Country House and Mews apartments in the not too distant future.