COVID-19 Guest Information

Important guest information regarding Covid-19

Thank you for your booking at our hotel. In order to protect both our guests and our staff we have adopted several safety measures to prevent the spread of coronavirus. It is very important that these measures are followed to ensure the safety of all our customers and staff members.

Firstly please ensure that you and your household have been coronavirus symptom free for at least 5 days prior to your visit today. We hope you have a really enjoyable stay and you feel safe throughout your visit. If you have any concerns please do not hesitate to let us know.

Please use hand sanitiser provided on arrival and whenever you wish during your visit.

Maintain social distancing at all times. Please keep a 2 metre distance between yourself and all members of staff and other guests not in your group. Please wait if the reception area, stairs or corridors are in use and do not try to pass.

We ask you to provide an arrival time for your check in, however we understand that estimating journey times is not always easy therefore if other guests are present at the same time we kindly ask for your patience as we operate our social distancing policy.

Steps we are taking:

  • Our staff are health checked every morning.

  • Track and trace system in place.

  • We have changed our payment system. The deposit is no longer taken at the time of booking but will be taken along with the balance in a single transaction approximately a week prior to your arrival date. This helps to speed up the check in process and minimise the use of the card machine. This in no way alters the FREE 2 day cancellation policy and all bookings cancelled up until two days prior to arrival will be refunded the full amount.

  • Individual arrival times. Ring door bell on INSIDE door or phone 01239 810534 to gain entry.

  • Room keys will be sanitised.

  • In place of showing you to your room we will give you clear directions, however if you require help with luggage we are more than happy to help with the use of disposable gloves and face masks.

  • Although we like to spoil our customers we regret that we will no longer be offering fresh milk on arrival for your room. There will be individual portions or of course you may prefer to bring your own.

  • All unnecessary items will be removed from the bedrooms. Cushions and fabric sofas will be treated with upholstery disinfectant between guests. A new comprehensive deep cleaning system has been implemented and communal areas are being repeatedly cleaned and sanitised throughout the day. TV remote controls will be placed in a hygiene bag. You do not need to remove it from the bag for use as these are easier to clean and more hygienic. Bring your own towels if preferred.

  • We are temporarily suspending daily room cleaning for guests. This will minimise the risk for our staff as guests bring many personal items with then. If you require fresh towels, bins to be emptied or toiletries and tea tray items replenished please let us know and we will be happy to help otherwise the room will be deep cleaned after guests have departed the room.

  • Allocated breakfast times will be requested at check-in. This is in order to maintain social distancing.

  • On departure if there is no outstanding balance you can drop your key in the box at reception. We ask that you vacate your room by 11.00am and hope you have a safe journey and a great day.

Thank you for your compliance and understanding.
The Highcliffe Team