CARMELITE HOUSE'S COMMITMENT TO YOU, OUR GUESTS, AS WE NAVIGATE THROUGH CORONAVIRUS (COVID-19)
As it has always been, the safety and security of our guests and team members remains our highest priority. We are doing everything we can to ensure your travel safety and provide maximum flexibility as the COVID-19 situation continues to evolve.
Accordingly, the following measures have been put in place with immediate effect. We shall monitor the situation closely and issue further updates as required.
Your Travel Flexibility
Where government travel restrictions prohibit a guest from travelling,reservations made prior to 22nd March 2020 can be changed or cancelled up to 72 hours before the scheduled arrival with no cancellation/modification fee payable. In the case of cancellation, where non-refundable deposits have been paid, we will either issue a voucher to the full value of the deposit (to be redeemed against future bookings with an arrival date within 12 months of issue) or refund the deposit less an amount of 10% to cover our administration costs.
For bookings made after the 22nd March 2020 our normal booking conditions apply. However, if the change or cancellation is due to restrictions imposed by the authorities, then we may be prepared to waive any cancellation fee and/or issue a voucher for future use (as above).
Health and Hygiene
We take great pride in maintaining high standards of cleanliness and hygiene. In response to COVID-19, we have taken additional measures, as advised by the authorities, to make our cleaning and hygiene protocols even more rigorous:
We have closed certain communal areas - the residents lounge and dining room.
We have closed both our non ensuite rooms together with their associated shared toilet and shower facilities.
We have increased the frequency of cleaning/sanitising the remaining public areas (including reception area, stairways and corridors). Key touch points such as door handles, banisters, bell pushes, credit card machine and light switches will be sanitised regularly.
Introduction of hand sanitisation stations in reception area. This does not replace the need for regular handwashing with soap and water.
Bedroom cleaning protocols do not require significant adjustment. Certain higher risk items will be removed from the bedrooms (such as coat hangers, hospitality trays and hairdryers). These items will still be available, on request.
What to Expect During Your Stay
Social distancing continues to be a required practice in public areas. We have adjusted the common areas to assist guests adhere to the distancing guidelines. We ask guests to kindly observe the traffic flow systems (which are clearly signed). Some patience may be required at pinch points such as stairways and upper corridors. During your stay, please be mindful of the other guests and Team Members and maintain the distance requirement in force during your stay.
Masks and Other Protective Equipment
Whilst masks and other protective equipment are not currently a requirement for guests, as we have already experienced, requirements change quickly. We would recommend that you bring a mask with you. We have adjusted our check-in and check-out processes to allow for limited contact with Team Members for increased safety. A protective screen has been installed at reception and Team Members will wear PPE during interaction with guests.
Services and Amenities
For your safety, some services and amenities have been closed or modified.
Residents Lounge Closed.
Dining Room - Closed. Cooked breakfast will still be available but will be served to your bedroom on trays. A modified menu will be in place and orders must be place the previous evening.
Bedrooms - Higher risk items such as hospitality trays, hairdryers and coat hangers will be removed from bedrooms but shall be available on request. Whilst bedrooms will be deep-cleaned between guests they will only be serviced on request for guests staying more than one night.
Guest Registration - For each guest we will require name, address, telephone number, email address and travel itinerary. We will also require each guest to confirm that they have not tested covid positive and/or are not experiencing any covid symptoms. Unfortunately, guests who are covid positive or are experiencing covid symptoms will not be permitted to stay.
Check-out and Payment - Can we please ask that guests settle their bills by card where possible.
In the event Carmelite House is required to close as a result of restrictions imposed by the authorities, Force Majeure shall apply and Carmelite House will not be liable for the resultant unfulfilled reservations during the period of closure.
In these uncertain times we are doing our utmost to ensure the wellbeing of our guests and Team Members, and we shall strive to continue to do so. We will update our protocols in line with advice given by the authorities and keep you informed.
4th July 2020