Here you will find details of how as a business we are still working with Covid guidelines and how our operation may still differ slightly from what was once the normal.
Following Freedom Day on 19th July we find ourselves in uncharted territory where the government have ceased to tell us what to do and we need to seize the initiative. It will be incredibly difficult to please everyone so please be tolerant.
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 in place ready for your stay and how our different outlets are operating.
We will not be insisting that guests wear masks. This, to us, would be inhospitable and against one of our core values.
There will be some amongst our guests who still wish to wear masks. They may be shielding others or be vulnerable themselves and so we ask that others who do not wish to wear a mask respect this and perhaps give them a little extra space or stand aside as they pass.
We will be asking our staff to continue to wear a face mask in order to reassure people that we are continuing to take customer and staff safety and well-being as a priority.
Please note with the Government Coronavirus guidelines in place it is each individual’s responsibility to check the requirements specific to them and their party 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 continue to have some adaptations to how we operate and we would ask that you are considerate of these and the staff working to look after you.
- In both the Hotel and the Village Inn we will continue to operate with a full table service and will not serve to guests who are stood in either establishment.
- 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.
- All team members will be washing their hands (or using hand sanitiser) at regular intervals from the moment they arrive at work.
- All our staff 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 and refresher sessions will be run prior to a return to work or if guidelines are changed.
- Any staff member who shows symptoms will be told stay at home and will follow the current government guidelines before 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 particularly important that we have a full and detailed understanding of your specific requirements particularly regarding bedroom configurations and allergies at this point.
Timings and table sizes will be confirmed with you prior to arrival for all breakfast, dinner, Village Inn and afternoon tea bookings.
Our current housekeeping service will also be explained and how to access this during your stay, further details of this are detailed in the bedrooms and bathrooms section a little bit later.
We can also answer any further queries you may have regarding our safety plans.
Hand sanitising stations are situated at all entrances and throughout the hotel – please make use of these to sanitise your hands before coming inside. Reception has a supply of small personal bottles of sanitiser which can be issued on request. You will also find these supplied in all our bedrooms.
To reduce congestion in the hotel lobby we are requesting that, where possible, you bring only one member of your party into the area to complete the check in process. If there is more than one person, we ask that only one of you should approach the desk with the others making use of the seating area adjacent, moving through to wait in the bar or lounge or remaining outside to wait until you have completed the process and collected your bedroom keys. If you have more than one bedroom that will be settled on the same account, one member of the party can complete the check-in process for all the rooms.
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. If you do have more than one or two bags but do not require assistance, we would recommend leaving this in your vehicle and collecting this once you have your bedroom keys issued. There are porters trolleys available that you can use on request.
We continue to have screens in place on our reception desk.
We have some narrow corridors within the hotel so we ask you to be considerate of other guests and take your time and give way when appropriate when moving around the hotel.
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.
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.
Bottles of hand sanitiser will be placed 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 is 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.
We are operating a daily cleaning service of hotel bedrooms. If, however you would prefer housekeeping not to enter your room during your stay please advise reception. If this was the case, we can provide you with an order form which must be left on your door by 9am daily. This will be for you to request your incidentals such as tea/coffee replenishment and for clean towels.
For guests staying more than three nights a linen change can be arranged with our Head Housekeeper or via Reception.
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.
Hotel Food & Drink
The hotel’s food and drink outlets are open and available to both residents and non-residents with confirmed reservations.
Reservation times for both dinner and breakfast are essential and will be agreed with you during your call prior to arrival. We respectfully request that guests endeavour to adhere to times.
We recommend booking for other meals such as afternoon tea and lunches, however this is not essential.
We will not be offering drinks service at the bar, instead; we will offer a full table service throughout the hotel's bars, restaurant, and lounges, with the exception of the outdoor Rock Pool Bistro where drinks and ice creams can be served at the bar.
Our overriding rule is that we will only serve food and drink to seated guests.
Screens will be removed between tables in the restaurant but should you feel more comfortable with one in place please let us know and we will do everything we can to accommodate the request.
The Village Inn
The Village Inn is open to both hotel residents and non-residents. Please refer to the Villages Inn’s page for updated opening times. Booking is recommended.
We will not be offering drinks service at the bar, instead; we will offer a full table service, even if you are only coming in for a drink.
You will need to be seated at a table whilst eating or drinking at the Village Inn whether inside or outside. Staff will greet you on arrival and take you to your table if pre booked or check our availability and take you to a vacant table if you are a walk-in without a reservation.
Spa & Leisure facilities
The outdoor pool, indoor pool and Voyage Spa complex are fully open. There is no need to book times with the exception of spa treatments.
Grey towels for use in the leisure facilities will be left in your room prior to check-in. They are not available within the spa and leisure facilities. Please ensure you take these towels with you and after use take them back to your bedroom or place them in the used towel basket at the exit of the facilities or in the changing rooms. If you require replacement of the towels during your stay, they can be left in your bath prior to your room being serviced and they will be replaced. They can also be requested in person from the hotel reception desk or at the Rock Pool Bistro.
Before entering the gym, we require a health questionnaire to completed, these can be obtained from reception along with the key code for the door. Sanitiser is provided within the gym and we ask that you sanitise any equipment after you have used it.
Our changing rooms and shower facilities are available within the Voyage Spa. Where possible we would request hotel residents limit the use of these areas and change in their bedrooms making use of the robes and slippers that are provided to walk to the spa and leisure facilities.
We are now able to carry out treatments with guidelines in place. Treatments will continue to be offered to non-residents, subject to availability. Please note this does not include use of any of the facilities and we are currently not taking spa day bookings as a result.
All our therapists have carried out Covid-19 training 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.
Sports Facilities / Golf:
The squash, tennis and badminton courts are available for you to use and the courts can be booked by contacting reception. Our golf course is also open. No bookings are required for the golf course. Any equipment that is borrowed will be sanitised before it is issued. Please ensure it is returned to reception after it is used.
Our swimming pools and facilities have reopened to existing members only on June 21st. Any requests for new memberships should be made directly to Teresa Hamilton, firstname.lastname@example.org but are subject to current availability.
- Access will be via the Spa entrance and please use your fob to enter as normal.
- Please sanitise your hands before entering – you will find sanitiser throughout the hotel and spa.
- Lockers will be available and we will ask you to sanitise the lockers before and after use.
- Towels are available from the main hotel reception
- The poolside shower should be used before using the facilities and is for rinsing only – no soaps or shampoos are allowed poolside
- Tennis, squash and badminton courts are available and must be pre-booked via reception.
- The golf course is also be available to be used.
- The hotel Restaurant and Bar is open to non-residents; bookings are recommended.
Children / Kids Club
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.
We ask that parents always supervise their children in both these areas. There will be surface sanitiser, disposable towels, and hand sanitiser available in both rooms to be used before and after play.
Commencing on July 20th we are offering a programme of group activities for Children staying at the hotel. Details of these are available via reception. Booking is required for all activities.
Check out /departure / payments
We prefer to not be processing cash transactions for residents in the hotel so charging to your room, cards or contactless payments are the way to deal with your extras where ever possible. The Village Inn will continue to accept cash payments although we would prefer cards / contactless to be used whenever possible.
When you come to check out, we request that only one member of your party comes to the reception desk to complete the process to avoid overcrowding. If you have more than one bedroom that will be settled on the same account, one member of the party can complete the process for all the rooms.
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. These should be taken directly to your vehicle as there is limited storage at the hotel.
As Hotel 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,