GUEST FAQ's relating to Covid-19

Stay safe and healthy!

INTRODUCTION
We want you to feel assured that your stay at Arden House will be a safe and healthy one.  Please read our FAQs which we hope will answer any questions you may have before booking your stay with us.

Booking & Arrival

Q: Do you accept contactless payment? 
A: We would ideally prefer that guests pay for their stay in advance – this can be done via your online travel agent, by BACS or by phone using most major credit/debit cards. Guests wishing to pay on arrival can do so by cash (correct sum only) or card payment. Our card machine does not offer contactless payment but the hand-held terminal will be sanitized before and after each use. 

Q: Do you ensure contactless check-in/check-out?
A: Yes, as long as payment has been made in advance of arrival, we can issue you with a door entry code and instructions on how to locate your bedroom, so you do not need to meet your hosts unless you wish to.

Q: Do you provide hand-sanitizer?
A: Yes, hand-sanitizer is available on our Reception desk immediately inside the front door, and we encourage you to use this upon entry and exit.

Cleaning

Q: Are the rooms left vacant for a minimum period of time after a guest checks out?
A: Yes, we aim to allow at least 24 hours to elapse between guest departures and arrivals in the same room. Where this is not possible, we may offer guests a different room of the same standard.

Q: Is there an option for no in-room housekeeping during a guest's stay?
A: Rooms are usually serviced daily, but you can opt for no in-room housekeeping during your stay if you prefer.

Q: Do you allow fresh air to enter the rooms by leaving the windows open between departures and arrivals?
A: Yes, rooms are always aired between each stay.

Q: Does the housekeeping team wear appropriate personal protective equipment?
A: Yes 

Q: Do you sanitize the common areas?
A: Yes, multiple times per day? 

Q: Do you thoroughly clean the bedrooms?
A: Yes, we have enhanced cleaning procedures in place for guest bedrooms, including disinfecting all touch-points (light switches, door handles, TV remote controls, etc) 

Limitations

Q: Is furniture in the breakfast room arranged to allow more space for distancing?
A: Yes, but in the short term we will not be offering breakfast service so the breakfast room will not be open to guests

Q: Is Arden House operating at a limited capacity?
A: Yes, we will only be letting a maximum of 4 bedrooms until further notice UNLESS all guests are members of the same household, in which case we may be able to accommodate an increased number.

Q: Have you altered check-in / check-out hours to allow more time between departures and arrivals?
A: No, but we request that guests give us a minimum of one hour’s notice of their planned arrival time in order that we can ensure all public areas have been sanitised immediately prior to their arrival.

Accessories

Q: Do you provide medical kits (masks, gloves and sanitizer) to the guests?
A: No, guests should bring with them any protective supplies which are required for their personal safety and protection, or as required to comply with government guidelines.

Q: Are there hand sanitizing stations throughout the property?
A: Yes, hand sanitizer for visitors’ use is supplied in the Reception area, Breakfast room, and in each of the shared WCs.

Q: Do you have signage in the building to remind guests to maintain social distancing protocols?
A: Yes.

Q: Are unnecessary items removed from guest rooms, such as decorative pillows, throws, paper notepads, etc?
A: Yes, as far as possible – we still want our rooms to be welcoming and comfortable, which means that soft furnishings are washed regularly between stays. However, we’re happy to remove anything our guests don’t wish to have in their room.

Q: Are linens and towels washed in accordance with official guidelines?
A: Yes. All linens and towels are washed in-house, giving us absolute control over the laundry process. Laundry disinfectant is added to each wash, and – once dried – all items are pressed at a high temperature to ensure they are clean and disinfected.

Q: Is dirty linen bagged in the guest room to eliminate excess contact while being transported to the laundry facility?
A: Yes
Food & Beverage Service

Q: Do you offer pre-made packed meals to guests?
A: Yes, we offer packed breakfasts and lunches.

Q: Do you offer single-serve options instead of buffets for breakfast?
A: No, not for the time being. Once we resume full breakfast service, dishes will be prepared and served direct from our kitchen. The continental-style buffet will not be available until we are satisfied there are no associated risks with this.

Q: Do you offer contactless delivery for in-room dining?
A: Yes, packed breakfasts and lunches can be delivered to your bedroom door, or collected from our Reception area.
Protocols & Certifications

Q: What is your Food Hygiene rating?
A: We are currently 5* rated by the Food Standards Agency – the maximum rating for the UK hospitality industry.

Q: Does your team practice social distancing guidelines?
A: Yes

Q: Has the hotel closed during the pandemic?
A: No, we have remained open in order to host frontline and essential workers and others permitted to stay. This has given us the benefit of working out a safe set of procedures for when we start to welcome guests in greater numbers.

Q: Do you require any certifications from your guests?
A: We are supporting NHS Track and Trace by maintaining guest names and contact details for 21 days and passing to the NHS if required.

Our guests must ensure that they do not visit Arden House if they are showing symptoms of Coronavirus (COVID-19) or have been in contact with an infected person within the last 14 days.  

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We hope these FAQs help to reassure you that we will do our absolute best to make your stay a safe and healthy one. If you have any specific questions or concerns before booking your stay with us, just g&l