Frequently Asked Questions (FAQS)
When are you opening?
We are currently closed and will reopen as soon as we are allowed.
Will you be open to non-residents?
We are open to non-residents and we recommend that should you wish to visit, a booking should be made. The Golf Club is also open to non-residents. If you don’t already, follow us on Facebook, Twitter & Instagram and sign up to our email newsletters for the very latest updates. A limited number of pre-booked events will take place subject to government guidelines.
What is your cancellation policy?
A £50 per person deposit is required at the time of booking. The deposit is non-refundable, and any cancellations made within 72 hours of arrival full charges will apply. However, should your cancellation be as a result of Covid-19 or any government restrictions the deposit can be transferred to an alternative date or refunded if preferred. Read more about our cancellation policy.
What dining options will be available?
Should the hotel be open, our Bay View Restaurant will also be open, serving breakfast and dinner to residents only. As well as this, lunch and afternoon tea will be available in our Lounge Bar & terrace for residents and non-residents, in addition, the Golf Club will also be open to both residents and non-residents. Due to social distances measures, we expect to be extending our opening times for each service and offering a first or second sitting to accommodate all guests. Tables throughout these areas will be cleaned thoroughly after every use, with staff following a strict new cleaning procedure.
Breakfast: We intend to take your order at the table, including hot & cold drinks, cereals, fruits, pastries and hot breakfast items. These will all be delivered to you, without the need to visit a buffet.
Lunch & Afternoon Tea: We hope to be able to offer a small lunch and afternoon tea menu to residents and non-residents which will be available in our bar & lounging areas.
Golf Club: A reduced menu will be offered at the Golf Club and is available throughout the day to residents and non-residents alike.
Dinner: We intend to offer our residents a 4-day rotating menu, written by our team of chefs using the freshest of ingredients available to us. Alongside this, a small A La Carte menu will also be available.
Room Service: We believe we will be able to offer room service to guests and will offer the same menus that are available in our restaurant or public areas, in your room.
We are travelling with other households, can we sit together?
We are working in line with social distancing guidelines and should this be allowed at the time of your stay, we will ensure you are seated together. If the guidelines do not allow this, we will endeavour to seat you close to one and other.
How are you going to operate safely?
We have re-engineered guest experiences to support safe social distancing and although we are awaiting further guidance, we have a comprehensive 9 point safety plan in place. For more information on this, see our safety measures here.
What additional cleaning procedures are you implementing?
We pride ourselves on having a very high standard of cleaning in place, but due to Covid-19 we will be enhancing this further. Some of our enhanced procedures include bedrooms being sanitised and sealed prior to being occupied, common contact touchpoints being cleaned regularly and tables being fully sanitised before and after use.
What is your procedure if someone becomes unwell whilst staying?
If a guest presents themselves with symptoms of Covid-19, they will be advised to check out and return home to self-isolate according to current government guidelines.
Will you be offering a reduction in rates for unavailable facilities or services?
We will be completely transparent with what we have available to guests when booking and will endeavour to update them should something change substantially, however, we will not be offering a reduction on any accommodation rates or hotel expenditure incurred.
Will the swimming pools and leisure facilities be open?
Whilst staying with us you are welcome to use the spa and indoor & outdoor swimming pools. A booking system is in operation to manage demand so that no more than the maximum capacity in the pool is exceeded at any one time. Any touchpoints in the pool and furniture around the pool are thoroughly cleaned and disinfected between each use. We will be asking guests to use their own bathrooms and bathrobes provided instead of the public changing facilities. Both golf courses plus the putting green and snooker room will be open to all residents. Our tennis courts will also be available on a bookable basis and equipment for the tennis courts and golf clubs can be collected from a member of our team.
Can I have a beauty treatment?
Following government guidelines, all our beauty treatments have resumed. Spa staff undergo strict sanitisation prior to starting work and will wear the appropriate PPE where required. For some treatments, guests may be required to wear an appropriate face covering. This can be supplied by the hotel. For body treatments, we request that guests arrive at the treatment room, at the scheduled time of the appointment, in the dressing gown provided in your bedroom. Appointments are spaced to allow for frequent cleaning of the work areas and equipment between each use.
What time can I arrive & check-in?
Due to the more extensive cleaning and for the safety of our staff, bedrooms will not be available to our guests until 3pm. We are also recommending to our guests not to arrive at the hotel until at least 1pm to use the facilities. We are also asking guests to contact us 15 minutes prior to arrival so we can then advise accordingly. Please leave your luggage in the car until after 3pm, so it can be taken straight to your room. We will be able to offer assistance with this should you need it.
What time can I check-out & leave the hotel?
Rooms must be vacated by 11am and the hotel grounds by 12pm.
Is the playroom & children’s play area open?
We have closed the playroom in line with government directives. Activities for children are being offered outside.
Will entertainment be running?
We are working with our entertainment providers to establish a programme that allows for social distancing measures yet fulfils the expectations of our guests.
Can I still book a babysitter?
By adhering to government guidelines we hope to be able to offer a list of babysitters.