The Policy below and FAQ’s applies to all Eden Hotel Collection properties.
We are delighted to announce we’ve re-opened Bovey Castle and are now gradually looking to re-open Mallory Court, The Arden Hotel & The Greenway Hotel from 17th July. Dates for the remaining few will follow.
You can find all the 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 look forward to welcoming you back.
We’ve prepared some of our frequently asked questions here…
Whilst we’re still closed
Can we contact you?
Yes, we have staff who are working from home or based at the hotel 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.
Can we make a reservation?
Our website enables you to continue to make hotel bedroom reservations.
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. Currently all our vouchers are valid for 18 months with the exception of seasonal Golf Vouchers.
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 can be transferred with your deposit used as a credit towards a new date.
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?
Our Spa’s are currently closed, but will be re-opening on 25th July. We will be providing further details following Government guidelines very soon.
Are the hotel Spas open – for residents?
Our Spa’s are currently closed, but will be re-opening our on 25th July. We will be providing further details following Government guidelines very soon.
Can I book a table in the Restaurant?
We are open to residential and non-residential guests for dining in our Restaurants, Brasseries, Afternoon Tea and Picnics. You can call or Book online.
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.
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 can we expect?
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:
- 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.
- 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 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. We’ll be using recyclable, individually wrapped, items on our tea trays and in our fridges – these will be in your room only for your stay.
- 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 are available to our teams upon request, although are not mandatory. We recommend that fabric masks be worn when physical distancing rules cannot be respected.
- 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 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.
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.
- 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.
