COVID-19 Safety Information

The Policy below and FAQ’s applies to all Eden Hotel Collection properties.

In light of the latest Government announcement we find ourselves with the challenge of a second wave, sadly but responsibly we are temporarily closing our doors once again until Wednesday 2nd December 2020.

Whilst we’re closed

Can we contact you?

We have a skeletal team of 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.

I have a Wedding or an event coming up – should I be contacting you?

We are contacting all 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.

Can we make a reservation?

Our website enables you to continue to make hotel bedroom reservations for later in the year.

We’ve prepared some of our frequently asked questions here…

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.

Advanced purchase rates and promotional prepaid rates can be transferred with your deposit used as a credit towards a new date.

If you’d like any more information and have questions, please do call or email the specific Hotel.

Now you have re-opened, what can we expect?

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.

When you re-open…

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?