Welcoming you back to Aldwark

Coronavirus – Guidance and information

In response to the COVID-19 pandemic we have enhanced our standards to a new level across all aspects of our hotel operations and confirm that we have complied with the government’s ‘COVID-19 Secure’ guidance on managing the risk in the workplace.

Changes implemented are based on guidance received from HM Government, Public Health England and the National Health Service, supported by industry specific advice from UK Hospitality although you will understand due to the constantly changing nature of this guidance and advice, our internal operating practices and protocols will be continuously reviewed and immediately updated. The information detailed below may therefore change without notice.

As we are managing a Public Health issue, we expect the full support and co-operation of all of our stakeholders – our guests, our team and our business partners. Only through our collective efforts can we successfully combat the spread of COVID-19 and keep each other safe and healthy.

To be present on property, you either need to be a guest, a staff member or a pre-authorised (and health-screened) partner. With only 52 bedrooms, each designed with privacy in mind, and all of which are set on 120 acres we are ideally suited to allow for more space, naturally.

Coronavirus Update – 24/09/2020

Dear guests

If you are currently looking to come to Aldwark Manor, you are advised to book tables for dining and any leisure activities, well in advance, to avoid disappointment.

Following the updates from the Government which are in effect as of 24/09/2020 the following points, in addition to our existing comprehensive procedures, are important to note.

These are for the continued safety and well-being of all during your stay with us at The Aldwark Manor Estate:

  • All front of house staff will be wearing face masks and guests are encouraged to do so while at the hotel and grounds, including the restaurant and bar where you should keep your face mask on until seated and we politely ask that masks are not placed on tables.
  • Restaurant and bars will be closed from 10pm daily and the new table service only rule will be in place.
  • There are still a number of hand sanitisation stations at various points around the hotel which you are encouraged to use.
  • It is the responsibility of all guests and clients of the hotel to adhere to the social distancing guidelines as set out by the Government and Public Health England, those who are not practicing these measures, may be challenged by a staff member.
  • All toilets will continue to operate on a one in one out basis.
  • The rule of six is in effect, reducing groups in the hotel to six per group, for instance you may have a party of 24 that we would facilitate in groups of 6.
  • The rule of six does not affect the gym and group exercise classes, so there will be no changes to this.
  • The Leisure Club café is offering tea/coffee only and we will now take your order when seated, rather than at the desk. We ask that members wear a face mask in this area until they are seated, staff members will wear a face mask whilst serving also.
  • There is currently no specific guidance for the use of face coverings in the Leisure Club, so at present members and staff are not required to wear one when entering or using these facilities (other than the café area).
  • UK Active are currently seeking further clarification on this, so this may change.

 

We would like to take this opportunity to thank you all for your support of Aldwark Manor during these uncertain times, our focus remains on ensuring you feel safe and welcome in the hotel and all its facilities.

General Practices & Protocols, Enhanced Cleaning & Disinfection Policies

Our Team

  • All team members will be required to wash their hands (or use hand sanitiser) every 20 minutes and temperature checks will be taken daily before entry.
  • All team members will be required to stay at home if unwell.
  • All team members will be required to follow official guidance on self isolating.
  • All team members will be required to wear PPE as appropriate.
  • The team will follow a policy of no physical contact and maintain social distancing, wherever possible.

Our Valued Guests

  • Your temperature will be taken at the hotel entrance and if your temperature is 38 degrees or above you, unfortunately, you will be declined entry and your deposit refunded or your stay re-scheduled.
  • Your car will not be valet parked so you will be required to park your car yourself and make your way to the hotel entrance.
  • Please respect the social distancing measures in place.
  • We have cleaned your bedroom with extra care and sanitised it using an electrostatic sprayer.
  • We have removed non-essential items to minimise any contamination risk.
  • Please use your bedroom toilet rather than toilets in public areas.
  • Please wash your hands when returning to your bedroom.
  • Cash will not be accepted, unless arranged by prior agreement, credit card details will be required prior to arrival to ensure contactless payment.
  • Due to the COVID-19 restrictions currently in place, some of our activities, services and facilities are unfortunately limited or not available.
  • 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.

Our Hotel

Food

The highest food safety standards will continue to be maintained.

Room Service

Room service will be provided at no extra cost, service is restricted to delivery to the bedroom door.

Social Distancing

Social distancing measures will be in place in all common areas.

Lifts

Lifts will only be available for use by prior arrangement with management.

Signage

Signage will be displayed in all common areas to reinforce social distancing message.

Cleaning

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

Hand Sanitising

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

Housekeeping

Housekeeping will be available on request only, guests to vacate room and ventilate prior to housekeeping staff entering.

Disinfection

Additional disinfection will be in place of high touch room and bathroom areas (Door knobs, TV Remote).

The Duty Manager

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

Our Business Partners

  • We will be receiving visitors and contractors to site by appointment in advance only.
  • Your temperature will be taken at the hotel entrance and if your temperature is 38 degrees or above you will be refused entry.
  • Deliveries will only be received at the door; suppliers may not enter the premises unless they have an appointment.
  • Access to back of house areas restricted to staff only. No guest tours or contractor use of welfare facilities is permitted.

General Practices & Protocols, Food & Beverage

  • As of Monday 14 September we are only able to take table bookings for a maximum of 6 people. When meeting friends and family you do not live with (or have formed a support bubble with) you must not meet in a group of more than 6, indoors or outdoors, this is now against the law.
    You can read the full Government guidelines here

  • We have reduced the number of tables in the dining rooms and expanded our outdoor spaces and food offerings.
  • We have expanded dining hours during higher occupancy periods.
  • We will limit table linens and have established strict table/chair sanitisation procedures between guest seating periods.
  • We have suspended all buffets. Breakfast will be available from an a la carte menu.
  • There will be more ‘to go’ options in our food and beverage outlets.
  • Salt and pepper shakers will be removed and available on request. They will be sanitized after each use.
  • We will not accept cash payments unless arranged by prior agreement.
  • We will use batched cocktails/ingredients where possible to limit the handling of products.
  • We have expanded our in room dining and outside picnic offering.
  • Room service will be provided at no extra cost, service is restricted to delivery to the bedroom door.
  • Single use menus will be in place across all outlets excluding our outdoor outlets, these will have wipeable menus which will be wiped and sanitised after each use.

Spa - Gym - Pool

As you’ll appreciate, due to the nature of treatments and safeguarding for guests and our team members, at this time the spa will not be operating when the hotel initially opens its doors.

Cleaning

The gym, indoor pool and changing rooms will be regularly disinfected. Hand sanitising stations will be in place in entrance of all areas.

Gym equipment

Gym equipment will be disinfected between each guest’s use; either by the guest or by health club attendant and will be distanced.

Signage

Signage and a procedure will be in place to ensure social distancing is followed.

Spot Mop Cleaning

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

Mats

Work out mats will be removed.

Water

We will only offer bottled water.

Reading

We will remove all reading material.

Loungers

We will remove all loungers around the pool area.

Classes

Class sizes will be reduced.

Guest Services

  • Valet parking will be suspended until further notice.
  • The guest laundry service will be suspended until further notice
  • Babysitting will be suspended until further notice.
  • Our check in and out procedure will have limited contact with team members – full details to be confirmed.
  • Luggage handling will be modified to promote the safety of our guests and team members.
  • When using hotel transport all team members and guests will be required to wear a face covering.
Our team’s commitment to you.

All team members are required to: –

  • Stay home when unwell.
  • Practice good personal hygiene including regular hand washing.
  • Maintain social distance.
  • Wear PPE where appropriate.
  • Follow the company’s COVID-19 Secure operating procedures.
  • We have changed most of our on-property team meetings to virtual meetings.
  • 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.
  • 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.
  • Our team have and will receive ongoing training.
  • Our team have new “no contact” protocols – including handshakes.

Finally, we ask that as a guest at Aldwark Manor you commit to: 

Prior to arrival, should you unfortunately show any COVID-19 symptoms such as fever, cough, shortness of breath, or loss of taste and smell, we ask that you contact us to reschedule your stay.

It is important to note, that for the safety of our guests and 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 return home. You will be refunded the balance of your stay.

In addition to hand sanitisers placed throughout, we will provide a guest amenity kit that includes hand sanitizer, masks, and additional sanitisation wipes. We ask that when and where appropriate you make use of the kits and ask that everyone respects the 2m social distancing guidance. And finally, please treat our team and your fellow guests with kindness and consideration; this is a difficult time for all of us. We can’t wait to see you soon. Travel safe and stay well.