The Policy below and FAQs applies to all Eden Hotel Collection properties.
Whilst we appreciate the lifting of all remaining Covid restrictions in England, Eden Hotel Collection will continue to ensure that our hotels allow us to take collective responsibility, protecting yourself whilst protecting others, for the time being. We are delighted to share with you our continuing approach to well-being and safety. We look forward to welcoming you to our hotels and thank you for your continuing support.
Important highlights relevant to your stay include:
We encourage that a face covering is worn in all public areas, should you so wish to do so.
For those guests who have booked a spa treatment, our therapists will be wearing visors; face masks and aprons when carrying out a treatment. We also request that guests wear a face mask during a treatment, owing to the length of time in close proximity to our team.
We do ask that if you have tested positive or are displaying symptoms of Coronavirus, you delay your visit to the hotels and contact our team to rearrange your visit.
Other FAQ’s
Have you amended your cancellation policies?
To help you book with confidence and to reassure you, we have extended our cancellation policies. Hotel bookings made on a flexible rate can be cancelled or transferred up to 48 hours prior to arrival at no cost. Hotel bookings made on an advance purchase rate with prepayment may be transferred to a new date if you are displaying symptoms of Coronavirus, and prepayments will be used as a credit against your new reservation. (Rates for new dates may vary from original booking).
If you would like any more information and have questions, please do call or email the specific Hotel.
What social/physical distancing measures are you putting in place for your guests and staff?
Whilst no longer mandatory, we aim to continue in creating a greater sense of space which is at our discretion and includes:
Sanitisation stations continue to be available at various locations throughout the hotels.
Re-arranged our public areas, Dining Rooms and Lounges so that there is spacing and less furniture in these areas.
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 or contactless, rather than cash, to prevent unnecessary contact.
If a freshen up or maintenance is required in guest’s rooms, we will respectfully then ask you to leave the room, to allow the Housekeeping / Maintenance team sole access whilst they work.
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.
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 and handles.
How are you supporting your staff?
All our teams have been through specific e-learning courses related to the changes in work processes, including cleaning & hygiene standards; Food hygiene standards; Social distancing and Well-being.
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 robust hygiene practises in place for our teams and where our teams do not always have easy access to hand washing facilities, hand sanitising gels are provided, including our Reception and Office teams.
Face masks and visors are provided to all staff, should they wish to continue to wear them.
At all properties, staff temperatures will be taken on arrival for shift, if they so wish. If the result identifies a temperature of 38 degrees or above, then immediate action is taken.
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.
We have reduced guest capacities throughout the facilities and in certain circumstances may limit each guest’s time in the facilities to continue to create a greater sense of space where we can throughout the Spa, this is at our discretion.
Our therapists will be wearing visors; face masks and aprons during a treatment. We also request that guests wear a face mask during treatment, owing to the length of time in close proximity to our team.
