COVID-19 (CORONAVIRUS)

A message from the team

Our plans to keep you and our team safe

The health and well-being of our guests and team has always been the most important thing to us. Following government advice in March we sadly had to close our doors. We plan to reopen our doors on Saturday 4th July 2020 and in the meantime, we have been planning our comeback and dreaming up new ways to ensure your time with us is safe and still fabulous

We’re the same but with a difference

We will be doing everything possible to ensure you are as safe during your time with us and we would like to share with you some of the initiatives we have introduced to ensure this happens.

There will be changes to the way we operate and you’ll most likely notice enhancements to our already very strict hygiene routines, especially around the high touch and traffic points in our hotels.

We will also be using technology to make check-in easier and quicker for you. From our App you will be able to check in before you arrive allowing you have the details on your stay directly to your own phone. You will also be able to check out, pay any outstanding balances.

In line with the government’s current advice we are asking our guests to pay with contactless or card payments throughout our bar and restaurant. If you would like to settle your room bill with cash at the end of your stay you will be able to do so at reception.

We’ll be asking guests to arrive from 3pm to check-in for their stay when rooms are guaranteed to be ready so they can get to and enjoy their rooms as soon as possible. We are also offering the facility for guests to pay by direct debit, please speak to our reservations team at the point of booking for more information.

To protect our staff and minimise people entering your room we will be offering housekeeping service on your fourth day of your stay. If you would like daily housekeeping there will be the option to opt in by speaking to our reception team and arranging a time. We’ll be ventilating our rooms with good old-fashioned fresh air whilst we’re cleaning any single-use items that haven’t been used will be replaced before you arrive. Some details, in particular some soft furnishings, have been removed from our rooms in order to reduce any possible risk of transmission.

Newspapers, magazine and other reading materials won’t be available in rooms or public areas but we will happily supply to guests on request for their use only.

In all of our restaurants we will be giving you more space between tables. Reservation times will be required for breakfast lunch and dinner. We will stagger dining times so there’s as little queuing as possible. For those that prefer to dine in the comfort of their room, we have our room service menu available giving you plenty of options.

All of our menus will now be digitally available from our app. We have been working with our technology partners to enable you to order food and drink from our app to be brought to your table or room, in order to reduce contact with our team wherever possible (if you wish).

Looking after our team

As a family owned business, our team members are part of our extended family and their safety and well-being – both physical and mental – is at the top of our agenda. Before everyone returns to work there will be safety briefings and we still have a dedicated reporting process if a team member feels unwell. If any staff display symptoms they will be obliged not to come to the hotel, this may mean there’s some last-minute changes to our Rotas.  We have put measures in place to minimise this impact on our service levels, but we will appreciate your understanding. All of our staff will be receiving sick pay from day one.

Since we had to close The Esplanade Hotel, we’ve made sure all of our team are paid on-time and supported them in any way we can. Any team member that is classed as high risk and needs to isolate for longer will be well looked after.

From the middle of March there have been a number of our team that have been working from home including our fabulous reservations team. These team members will continue to do so.  For our team that are back to work within The Esplanade Hotel their work and break times will be staggered and all uniforms will be laundered in house.

 

Book with confidence

To help reassure our guest in this time of uncertainty we are offering free cancellation should the Government guidelines change and you’re no longer able to travel.

You will have the following options in these circumstances:

  1. You can reschedule your stay to a future date with our reservations team and we will give you 20% off your next booking.
  2. If you would prefer a refund in full, we will happily provide this for you.

If you have a booking with us and are feeling unwell or need to self-isolate then we will happily rearrange your stay for a future date regardless of the any cancellation policy or terms that you have booked under.

If you’d like any more information and have questions then call us, email us or message us via our social media channels.