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COVID-19 Safety Information

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:

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:

How are you supporting your staff?

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?

Can I book a table in the Restaurant?

What dining experiences will be available?

What will the Spa experiences be?