The Policy below and FAQ’s applies to all Eden Hotel Collection properties.
We may have once again temporarily closed our doors, but we are looking forward to welcoming you back to our hotels when the time is right. In the meantime, we’re working hard to ensure that when we re-open we have prioritised the care of both our guest and employees.
We will continue to monitor and follow the latest guidance from Government and Public Health England, and we will keep you updated.
You can find all our latest updates here, and we’re delighted to share with you our re-opening plans that detail our approach to safety measures and some changes to our services as we continue to adapt.
We’ve prepared some of our frequently asked questions here…
Whilst we’re still closed
Can we contact you?
We have a skeletal team of Hotel and Head Office staff who are now working from home and are busy re-arranging existing bookings to later dates. It may take us slightly longer to reply to enquiries, but rest assured we will respond to all emails and messages as quickly as we are able to.
We also have small teams of dedicated Maintenance and Grounds staff at each property who are making sure our hotels are well maintained with beautifully presented gardens and secure.
Can we make a reservation?
Our website enables you to continue to make hotel bedroom reservations for later in the year.
You can still also purchase Eden Hotel Collection gift vouchers – they make a great contactless gift and guaranteed to give the recipient something to look forward to. We’re also extending the redemption dates on all vouchers purchased by an extra 3 months.
Have you amended your cancellation policies?
To help you book with confidence we have extended our cancellation policies so that hotel bookings can be cancelled or transferred up to 48 hours prior to arrival.
To help reassure our guests in this time of uncertainty we are offering free cancellation or transfer of bookings should the Government guidelines change and you’re no longer able to travel.
If you’d like any more information and have questions, please do call or email the specific Hotel.
Are the hotel Spas open – for members?
In line with Government guidelines we are unable to re-open. We will be communicating directly with all our Members as soon as we have further information.
I have a Wedding or an event coming up – should I be contacting you?
We are contacting all brides our Wedding couples in a systematic order, based on the latest guidance from Government. If your Wedding or event cannot go ahead because the hotel is required to be closed, we will gladly find an alternative date in the future, so your Wedding can still go ahead as planned.
I have a voucher that is due to expire/expires whilst you are closed, does this mean it is no longer able to be redeemed?
Guests who have digital and paper vouchers which are due to expire while our hotels are closed, will be able to extend the expiry date when we reopen.
When you re-open, what can we expect?
I have a Wedding or an event coming up – should I be contacting you?
If your Wedding or event cannot currently go ahead, we will contact you and will gladly find an alternative date in the future, so your Wedding or event can still go ahead as planned.
From 2 December, civil ceremonies are permitted for no more than 15 people and subject to Covid-19 secure guidelines. A sit-down meal, for no more than 15 people is now allowed, with restrictions. Over time, the Government will assess and communicate when larger wedding receptions can take place.
I have a voucher that is due to expire/expires whilst you are closed, does this mean it is no longer able to be redeemed?
Guests who have digital and paper vouchers purchased directly from our online system which are due to expire while our hotels are closed have had their vouchers automatically extended. Please contact the Hotel of your choice to re-book.
What social/physical distancing measures are you putting in place for your guests and staff?
We are introducing a number of measures to help social/physical distancing which include:
- Guests must wear a face covering by law in public areas of our hotels from 8th August 2020. Once seated at a table in one of our lounges, restaurant or bars you will be able to remove the face covering. We will require you to wear a covering on arrival, when at Reception, or walking through the hotel.
- Our staff must also wear a face covering in public areas of the hotel.
- One-way systems in some areas of the hotel to prevent guests and staff crossing paths, and avoid small groups causing congestion at entrance or exits, where it is practicable to do so.
- Screens at our Reception, Spa & Golf desks where it is appropriate to do so.
- Floor markers to ensure that guests stay 2m apart at Reception & Concierge desks, Restaurant entrances, Spa desks, and our Shops.
- Signage reminding you of any actions you may need to take to ensure amended practices help keep everyone feeling safe.
- Re-arranged our public areas, Dining Rooms and Lounges so that there is appropriate spacing and less furniture in these areas.
- We will be closing some of our Dining rooms (where we have more than one) and adapting our Dining options, such as modifying Room service, and ceasing to offer buffet style food.
- Amending the opening times of our Dining Rooms & Bars to ensure that they are closed by 11pm, in line with legislation If you are staying with us, you will be able to relax in the Lounges for pre-ordered coffee or after dinner drinks, or order a night cap via our Room Service.
- We will be managing table reservations so that guest arrivals are spaced more evenly to prevent tables arriving together. We would politely request that all allocated times are strictly followed, or we may not be able to allow your reservation to go ahead.
- We will be managing spa reservations so that guest arrivals are spaced more evenly to prevent several guests arriving at our Spa reception together.
- We politely ask if payment can be made by card, rather than cash, to prevent unnecessary contact.
- Our lifts will not be available for use other than when required for those guests with accessibility needs. In this instance, we will ask that only one guest or family occupy the lift at any one time. Our staff will not be able to accompany you.
- We will be suspending our usual practise of servicing bedrooms, for stays of less than 4 nights. If essential maintenance is required, we will respectfully then ask you to leave the room, to allow the Maintenance team sole access whilst they work.
- We will be spacing out work-stations across all our hotel departments and Head Office, and will be staggering staff rotas so staff arriving, leaving and on breaks will be spread more evenly.
We’re no longer able to greet you warmly with a handshake or hug, but rest assured we will now be raising our imaginary hat and are delighted to welcome you!
What additional cleaning measures have you put in place?
When you check in to our hotels, you can be confident that we have set an even higher standard of cleanliness. This includes:
- Your room key will be sanitised before your arrival, we request you keep this for the duration of your stay, and deposit it in the box provided at Reception on check out.
- In public areas, rest rooms and at our front desk we have increased the frequency of cleaning, requiring all surface areas to be regularly cleaned with viricidal disinfectant.
- In our Spa treatment rooms we have introduced ozone cleaning after each treatment as part of our enhanced sanitised cleaning procedure.
- In areas where our teams work we will be increasing cleaning and focusing on high touch areas such as employee entrances, offices, team rest rooms, changing rooms and staff canteens. All equipment used by our teams will be cleaned daily and at every available opportunity.
- We have increased the time allocated to clean our guest bedrooms to ensure that rooms are cleaned thoroughly after guests depart, paying extra attention to high touch items such as light switches, plug sockets, tv remote controls, handles
- In guest bedrooms we will be removing all high touch items such as magazines, room compendiums, marketing literature and extra amenities.
- Our linen provider adheres to the recognised guidelines for thermal disinfection during the laundry process. Thermal disinfection is achieved at 93°C for one minute, 71°C for three minutes, or 65°C for at least ten minutes.
How are you supporting your staff?
- Before returning to our hotels to work, all our teams will have been through specific e-learning courses related to the changes in work processes, including Preparing to re-open; Cleaning & hygiene standards; Food hygiene standards; Social distancing and Well-being.
- Our staff will receive a Returning to work – Covid-19, Induction programme which provides them with access and contact to ongoing support.
- We are providing regular updates to our teams to ensure they have the latest advice and we have increased the number of team briefings being held throughout the day.
- We have limited the number of people attending a meeting and when holding physical meetings ensuring they are in a sufficiently large space and limiting the number of attendees to 10. Our Head Office teams will be encouraged to use virtual meetings.
- We have robust hygiene practises in place for our teams and where our teams do not always have access easy access to hand washing facilities, hand sanitising gels are provided, including our Reception and Office teams.
- We have increased the frequency of cleaning in all Departments, to ensure equipment and areas are sanitised appropriately.
- Work-stations both guest facing and ‘back of house’ have been adapted, including protective screens at Reception desks. We are limiting the number of people working in the same office.
- Face masks and visors are provided to all of our staff.
- We have amended shift times to alleviate the number of staff arriving and departing for shift and staggered breaks to allow social distancing in staff rest rooms and changing rooms.
How does the reservation process differ now?
Prior to your arrival we will send you a confirmation letter and request certain information to be returned to us – this includes a visitor health questionnaire, a concierge form and a registration card. We’ll then follow up with a pre-arrival call to finalise details and exact procedures in advance of your stay.
How will Check In and Check out work?
- We’ve adapted our procedures on arrival, check in and check out and we’ll contact you prior to arrival.
- It is mandatory for us to have a system to collect NHS Test and Trace data. Our hotels will be displaying a poster which allows our guests to scan the QR code, if you have the NHS Covid-19 app. We will also continue to ask that every guest register their details and have their temperature taken on arrival at our Reception. These details are only retained for 21 days.
- It does mean that we will no longer be able to offer valet parking, assistance with luggage or room orientation currently.
- Our lifts will not be available for use other than when required for those guests with accessibility needs. In this instance, we will ask that only one guest or family occupy the lift at any one time. Our staff will not be able to accompany you.
- Your bill will be presented night prior to checking out, enabling you to phone our Reception team should you have any queries.
- These measures are in place to support with physical distancing and ensure the safety of guests and staff.
Can I book a table in the Restaurant?
- We are open to residential and non-residential guests for dining in our Restaurants, Brasseries and Afternoon Tea. You can call or Book online.
- It is mandatory for us to have a system to collect NHS Test and Trace data. Our hotels will be displaying a poster which allows our diners to scan the QR code, if you have the NHS Covid-19 app. We will also continue to ask that every diner have their temperature taken on arrival at our Reception. These details are only retained for 21 days.
What dining experiences will be available?
- We have re-arranged our public areas, Dining Rooms and Lounges so that there is appropriate spacing and less furniture in these areas.
- We will be closing some of our Dining rooms (where we have more than one) and adapting our Dining options, such as modifying Room service, and ceasing to offer buffet style food.
- Our restaurants and bars will now be closed at 11pm and our lounges will only remain open to residents finishing drinks. Sadly, we must ask non-residents to leave the premises by 11pm.
- We will be managing table reservations so that guest arrivals are spaced more evenly to prevent tables arriving together – this will now include breakfast reservations. We would politely request that all allocated times are strictly followed, or we may not be able to allow your reservation to go ahead.
- Sanitisation stations will be available at the entrance to our Restaurants.
- We have implemented a number of small changes to ensure that we can safely maintain sanitisation and hygiene standards.
What will the Spa experiences be?
- Pre-arrival health consultation forms will be issued to all members and guests to complete before accessing the facilities.
- All members and guests will be required to have their temperature checked on arrival at the Spa, by our Spa reception team.
- It is mandatory for us to have a system to collect NHS Test and Trace data. Our hotels will be displaying a poster which allows our spa members and guests to scan the QR code, if you have the NHS Covid-19 app.
- We have reduced guest capacities throughout the facilities and will limit each guest’s time in the facilities to ensure that we can adhere to social distancing measures of 2m throughout the Spa. This includes the use of saunas and steam rooms.
- Changing room facility use will be restricted, and available only to non-residents and members.
- Our therapist will be wearing visors; face masks and aprons where appropriate. We also request that guests wear a face mask during treatment, owing to the length of time in close proximity to our team. Screening will be in place for manicures.
- We are currently taking treatment bookings for members, residents and non-residents, on a reduced treatment menu.
- Certain areas of the Spa will remain closed for example, changing rooms; showers; thermal showers and Rhassul.
