Dear Friends,

Francisco Macedo,

General Manager

Here’s what to expect...

If you are visiting us for dining, spa or an overnight stay...

NHS Track & Trace - Guests are encouraged to continue using the QR code which is displayed at all entrances to the hotel and spa to check in using the NHS COVID-19 app. We will continue collecting customer contact details to support NHS Test and Trace.

Temperature Checks - We will be performing temperature checks prior to any spa treatments. If your temperature is 38 degrees or above we will, unfortunately, be unable to continue with your booking.

Face coverings - Our team wear face masks in all indoor areas, both front and back of house. We encourage our guests to wear face coverings in all public areas.

Staying with us?

Porter Service

- When using hotel transport all team members and guests are requested to wear a face-covering, in line with the current practice on public transport

Housekeeping Protocols

- We have cleaned your bedroom using an enhanced cleaning regime using a highly effective sanitising product

- Rooms will be ventilated with windows open during the cleaning process

During Your Stay

- Please wash your hands frequently

Activities - Games, puzzles etc. can be arranged at reception, and are subject to availability. They are sanitised in between use.

The General Manager is responsible for all aspects of our ‘COVID-19 Secure’ operating plan. You can contact the Duty Manager at any time prior to, and during your stay, should you have concerns related to this or any other matter.

The Hotel

Cleanliness

- The highest food safety standards will continue to be maintained

- Enhanced cleaning programme in public areas with an increased frequency in disinfection of high touch areas

- Hand sanitising stations will be provided at every doorway/key public area (front desk, restaurant, spa, toilets)

- Please vacate your bedroom prior to housekeeping staff entering

- Additional disinfection will be in place of high touch room and bathroom areas (Doorknobs, TV Remote, Crave units)

The Duty Manager is our designated, responsible contact person for all staff and guests COVID-19 related queries.

Our Team

Temperature Checks - Temperature checks will be taken daily before entering the building.

Cleanliness and PPE Use - All team members will be required to wash their hands (or use hand sanitiser) every 20 minutes. All team members will be required to wear PPE as appropriate.

Social Distancing – The team will follow a policy of no physical contact and maintain physical distancing, wherever possible. Implemented a standard that our teams will not be assigned to complete any tasks with more than two team members assigned unless they are working outside.

Self-Isolating – All team members will be required to stay at home if unwell and will be required to follow official guidance on self-isolating.

Meetings – We have changed most of our on-property team meetings to virtual meetings.

Shifts – We have staggered our team’s shifts and days of service and have reduced the total staff count by promoting work from home for those whose roles allow for it.

Training

- Our team have and will receive ongoing training

- Our team have new “no contact” protocols – including handshakes

Our Business Partners

Access - Access to back of house areas restricted to staff only. No guest tours or contractor use of welfare facilities is permitted.

What are our terms and conditions on cancellations?

We have flexible terms and conditions for all individual bookings whereby you can cancel 48 hours prior to arrival for a full refund. For group and event bookings please speak directly to the hotel, our terms remain the same.

For bookings of 10 nights or more, a 14 day cancellation policy will apply, so as long as you cancel by 3pm 14 days prior to arrival, you will not be charged. If you do cancel within 14 days of arrival, you will be charged for each night booked. If we are able to sell any of the nights, you will not be charged for these. You may wish to take out insurance cover.

Dining with us?

On Booking - All bookings must be made in advance. For all restaurant bookings, you will be asked to provide contact details

Restaurant Layouts

- We will limit table linens and have established strict table/chair sanitisation procedures between guest seating periods.

- We have expanded our in-room dining

Menus - Single-use menus will be in place across all outlets excluding our outdoor outlets.

Visiting the spa?

Temperature Checks - We will be performing temperature checks prior to any spa treatments and if it is 38 degrees or over you will be refused entry.

Masks - Our team will continue to wear masks, and although it is entirely up to you, we will kindly ask our members to do so when moving around the spa.

NHS Track & Trace - Guests are encouraged to continue using the QR code which is displayed at all entrances to the hotel and spa to check in using the NHS COVID-19 app. We will continue collecting customer contact details to support NHS Test and Trace.

Spa Members only - Spa Members will be required to swipe their Membership card on arrival.

Facilities

- Children's swim times must be pre-booked within the 30 minute slots available (09.00-10.30hrs and 16.00-17.30hrs). This service will be exclusive to families only and will work on a first-come, first-served basis and must be booked in advance.

Cleanliness

- All areas of the spa will be disinfected on a regular basis.

- Hand sanitising stations will be in place at the entrance of all areas in the spa and health club.

- Gym equipment will be disinfected between each guest’s use; either by the guest or by the health club attendant. A validation method will be in place

- In spa treatment rooms, all surfaces and fixtures will be disinfected between each client.

- Spot mop cleaning and disinfection will be performed on spills when they occur.

- All tools and equipment will be sanitised after each client (e.g. combs, brushes, hairpins, rollers).

Our team's commitment to you

We are delighted to announce that we have now been presented with the We're Good To Go certification. The accreditation is the official UK mark to signal the efforts put in place by our team and shows that as a business we have worked hard to follow Government and industry COVID-19 guidelines. It also confirms that we have appropriate processes in place to maintain cleanliness and aid social distancing.

Finally, as a guest of Cliveden House, we ask for your support by…

• If in the unfortunate case, you have any COVID-19 symptoms such as fever, cough, shortness of breath, or loss of taste and smell, we ask that you contact us, and allow us to reschedule your stay.
• It is important to note, that for the safety of our guests and the safety of our team, that any guests displaying symptoms consistent with COVID-19 will be requested to seek medical attention. Should you be advised to self-isolate, we will request that you check out immediately and return home. You will be refunded the balance of your stay.
• We are not accepting guests that need to quarantine on arrival to the UK. If you are, you may receive a compliance check from NHS Test & Trace. To find out more please click here >>   
• We are accepting guests that don’t need to quarantine on arrival to the UK. 
• We ask that everyone respects the 1m+ social distancing guidance, not because we don't love you...but because we do!
  And finally, please treat our team and your fellow guests with kindness and respect; this is a difficult time for all of us.

We can’t wait to see you soon. Travel safe and stay well.