Firstly, may I wish you and your family a Happy New Year – 2021 is our 125th anniversary so let’s hope for brighter times!
Well, here we are once more – the Thurlestone has battened down the hatches again. Let’s hope this is the final time we find ourselves in “Lock Down” and that the roll out of the vaccines will allow us the opportunity to meet again by spring.
Even though we have had to close for the moment, we have retained a small team who are standing by ready to receive your phone enquiries and emails. Although staffing is limited for obvious reasons, we remain geared up to respond to any queries you may have about prospective bookings or current reservations. Please do not hesitate to make contact and if we cannot respond straight away, we ask for your patience.
Initially, when I started to write this letter, I had wanted to make a prediction about a date for reopening the hotel. I thought it might provide a little certainty and optimism if we had a day to look forward to. However, trying to predict anything in these challenging times probably isn't the wisest course of action. So instead, the prediction I can give you is that as soon as we are permitted, we shall reopen our doors without delay. We simply cannot wait to have people back in the property, to be busy looking after our guests and providing our inimitable brand of Thurlestone hospitality.
For those guests who have made bookings for January and February, we will be in touch to discuss or rearrange your reservations. We will be delighted to hold deposits over to a future date while you consider your options but of course we will refund if preferred.
When we reopen you can be confident in the knowledge that we have no plans to relax the excellent measures we introduced last year to keep you safe. I sincerely hope that our re-opening is not too far into 2021 and that we will have the enjoyment of your company in our very special 125th anniversary year.
In the meantime, I wish you and yours the very best of things and hope that you remain safe and healthy so we can enjoy the pleasure of seeing you on the other side.
With warm regards,
We understand that many of you may have some apprehension about your visit so, for the sake of clarity and your peace of mind, we have put together the following document to inform you of the measures we have put in place ready for your stay.
Please note with the Government Tier system in place it is each individuals responsibility to check the requirements in their area prior to making a reservation and travelling to Thurlestone Hotel.
So, a few general points to start:
- We would ask you that this factsheet be read in conjunction with our Guest Charter.
- We will be operating the hotel on a reduced capacitywhen we can open again.
- Please note that it is a legal requirement to wear a face mask in all public areas of the hotel exepct when you are seated at a table to ear or drink.
- We expect that some of the measures listed below will change as time goes by and all aspects of COVID-19 safety protocols are constantly under review.
The Hotel Team
- We will perform temperature checks for all staff at the beginning of the working day.
- All team members will be washing their hands (or using hand sanitiser) at least every 20 minutes from the moment they arrive at work.
- The team will follow a policy of no physical contact and maintain social distancing, wherever possible…. please do not think we’re being impolite!
- You may see some staff wearing enhanced protective equipment where necessary. Much of this will be behind the scenes in areas such as the kitchen and housekeeping. We will do as much as necessary and required whilst trying to avoid too much of a clinical environment.
- All of our hotel teams have undergone comprehensive hospitality-focused training on how to prevent the contagion of Covid-19. We will continue to evaluate our training as best practices evolve.
- Any staff member who shows symptoms will be told stay at home and will be required to self-isolate for 14 days prior to returning to work.
Booking and Pre-Arrival
Prior to your arrival we will contact you by phone or email to confirm and double-check all the details of your stay. It is very important that we have a full and detailed understanding of your specific requirements particularly with regard to bedroom configurations and allergies at this point. We can also answer any further queries you may have regarding our safety plans.
We will not be processing cash transactions for the moment so charging to room, cards or contactless payments are the way to deal with your extras. Card machines will be wiped down with a disinfectant wipe after each use.
In order to reduce congestion in the hotel lobby we are requesting that only one member of your party complete the check-in process at reception. There is a special arrival lounge set up in the Yarmer Suite at the bottom of the driveway under the arch for everybody else.
If you require help with your luggage please leave it in your vehicle and we shall arrange for it to be to be taken to your room once it is ready. Only Suitcases, holdall and closed bags can be handled by our Staff.
Hand Sanitising stations will be situated throughout the hotel – please make use of the front and back door stations to sanitise your hands before coming inside.
All guests will be given a personal hand sanitiser which you will find in your room along with surface sanitiser and paper wipes. If you would like a mask please ask – we have a stock available behind reception.
The Reception area has been slightly reconfigured and we do have some screens on the desk.
Our public areas such as the lounge and bar have been reconfigured where necessary to ensure social distancing (as per the prevailing guidelines) can be maintained at all times.
In the corridors and lobbies the general rule of thumb is to keep left as you would on our Devon lanes and use the passing places as indicated!
All screens, door handles and shared surfaces (“touch points”) will be extensively cleaned and sanitised throughout the day. We have enhanced our cleaning procedures and are increasing our housekeeping teams to manage with the extra processes.
We have equipped our cloakrooms with sanitising handwash at the basins, as well as contact-free hand dryers and disposable hand towels. To avoid overcrowding and unnecessary contact we ask that guests who are staying with us - where possible - use the bathrooms in their bedrooms.
Signage has been put in place with guidance on usage of our lift. You are welcome to use the lifts and we’ll ensure they are regularly sanitised but please follow the advice provided. We ask that you do not share lifts with people from outside your bubble!
Bedrooms & Bathrooms
Every guest bedroom and en-suite will be deep cleaned and fully sanitised before each stay - this may take a little longer than normal so we ask for your patience if your room is not ready by 4pm.
For the safety of you and our housekeeping team we will not be offering a daily cleaning service. For guests staying more than three nights a linen change can be arranged with our head housekeeper. Your room will need to be unoccupied and personal items stowed away.
Guests will be provided with hand sanitiser in all our bedrooms for use during your stay and this will be replenished as required. For further peace of mind we shall also supply each room with surface sanitiser and paper towels (which should be disposed of in the bin rather than the loo).
Fabric items such as mattresses, pillows, cushions, carpet, chairs and other furniture are misted with an approved sanitising solution, which helps to combat Covid-19 but otherwise harmless to you and us.
All consumables will be replaced before each stay and all printed material has been removed from your room to avoid cross-contamination.
In the event a guest has symptoms during their stay, they will be asked to return home as soon as possible, the room will be sealed for 72 hours and not let until it has been deep cleaned.
Food & Drink
Due to the government restrictions all guests must vacate the Trevilder Restaurant by 11.00pm, last food orders will be at 9.00pm and last drink orders will be at 10.00pm
The Terrace Bar will also be closing at 11.00pm, last orders will be at 10.00pm. Any drinks ordered prior to 10.00pm can be enjoyed by our Hotel Residents in the Lounge.
The restaurant and bar will be available to Hotel residents exclusively whilst the government’s social distancing guidelines are in place.
The Village Inn will be re-opening its doors on Thursday 3rd December. Under the government current guidelines we will only be able to offer table service and advance bookings are essential. Maximum of 6 guests per table from one household or support bubble only. Please note due the latest government guidelines the Village Inn will be closing at 10.30pm daily, with last table reservations at 8.30pm, and last drink orders at 10.00pm
In order to better manage the service at mealtimes and to reduce crowding we have extended the times for breakfast and dinner. Dining times for both dinner and breakfast will be agreed with you during your call prior to arrival. We respectfully request that guests endeavour to adhere to times to ensure flow and guest safety at all times.
To maintain the social distancing guidelines, we will not be offering drinks at the bar instead; we will offer a full table service throughout the hotel's bars, restaurants and lounges.
Single-use or wipeable menus will be offered across all our food and beverage outlets. The wipeable menus will be sanitised after each use.
Spa & Leisure facilities
We are delighted to say that from Thursday 3rd December all our facilities will be open to hotel residents however please note the following restrictions.
Only 10 people allowed in the pool at any one time
Please keep your time within the pool to 30 minutes
Before entering the gym, we require a health questionnaire to completed, these can be attained from reception along with the key code for the door.
Please note that only 3 guests are allowed to use the gym at any one time, and we would like to politely
remind you to respect the 1 metre plus rule.
We ask you to refrain from using the gym facility for longer than 45 minutes at a time.
Please sanitise all equipment before and after use with the sanitiser provided.
Only two people at any one time or up to 4 people from the same family
Our sauna is available for use, maximum of two people from one household or bubble at a time
Unfortunately our steam room and laconium remain closed
Our changing rooms are available within the Voyage Spa, maximum of two people at any one time. Please note that the shower facilities are closed in this area.
We are now able to carry out treatments with strict guidelines in place. All of our therapists have carried out Covid-19 training during closure and have relevant certification to endorse this. They will be happy to discuss your requirements during your stay. To book a beauty treatment please contact reception. Please note guests will be required to wear a mask during their treatment.
The squash and tennis courts and the golf course are available for you to use and can be booked by contacting reception.
The Big Breakers room for older children will be open for console games and table football.
The Little Rollers room will be open for younger children but will be unable to supply any of the toys or games as usual. We are happy for you to bring your own toys or games to play with in this area.
We ask that parents supervise their children in both these areas at all times and consider the importance of appropriate social spacing. There will be surface sanitiser, wipes and hand sanitiser available in both rooms to be used before and after play.
A printed room bill will be placed under your door early on the morning of check out. If you have any queries in relation to your bill, please call reception by dialling “0” from your room.
To check out, all you need to do is leave your key in your room and call reception with the debit or credit card you wish to use and we will process the payment.
If you require help with your luggage please leave your luggage in your room and contact reception when you have vacated the room and are ready to depart. Only Suitcases, holdall and closed bags can be handled by our Staff.
As General Manager, I am responsible for all aspects of our ‘COVID-19 Secure’ operating plan. You can contact me and my team at any time prior to, and during your stay, should you have concerns related to this or any other matter.
We look forward to seeing you very soon.
With my warmest wishes,