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COVID-19 Safety Information

   

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

In light of the latest Government announcement, Boris Johnson confirmed that from 12 April, England will move to step 2 of its Roadmap.  Self-contained accommodation will be able to open for overnight stays in England for people with their household or support bubble.  Outdoor hospitality venues will be able to reopen, with table service only.  Spa’s can re-open, except for steam rooms, saunas and Rhassuls, which must remain closed.

We are delighted to announce we are re-opening our Lodges from 12th April at Bovey Castle, our Elan Spa’s at The Greenway Hotel & Spa, Mallory Court Hotel and Bovey Castle and outdoor Terrace Dining at The Arden Hotel.

Our hotels remain sadly but responsibly temporarily closed until 17th May 2021.  We still have a small skeletal team who will be contacting you to re-arrange bookings to later dates.  Whilst we’re closed, 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.

Wellbeing and safety is at the forefront of everything we do for you and our teams and we are committed to following the Government’s guidelines and adhering to the legal requirements being set out.

Important highlights relevant to your stay include:

Please be advised that in England the following legislation must be adhered to:

Currently, the following services are either unavailable or temporarily suspended in our hotels until further announcements from the Government:

Things may look a little different whilst we adapt to the current situation, but please be assured that we will continue to look after you in true Eden style.

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.

Are the hotel Spas open?

Following Government guidelines our Spa’s and gyms will be reopening on 12th April. We are working closely with UK Spa Association and Espa guidelines to ensure the safety of members and guests.  For bookings, or more information, please contact our hotels directly.  See further FAQ’s listed below.

Are the hotels open for Weddings?.

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

Have you amended your cancellation policies? 

To help you book with confidence 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.  Hotel bookings made on an advance purchase rate with prepayment can be transferred to a new date and prepayments will be used as a credit against your new reservation.  (Rates for new dates may vary from original booking).

To help reassure our guests in this time of uncertainty we are offering free cancellation for flexible rates or transfer of bookings for advance purchase rates, 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.

Now you have re-opened, 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 17th May, civil ceremonies are permitted for no more than 30 people and subject to Covid-19 secure guidelines. A sit-down meal, for no more than 30 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?