loader

COVID-19 Safety Information

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:

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?

What dining experiences will be available?