Before your stay
We will be in contact prior to your stay to confirm all details, restaurant reservations and make all necessary arrangements to ensure your stay is as hassle-free as possible. We are implementing online check in for all our guests, which will mean you can register digitally and limit queues at reception.
In addition, any guests with reservations confirmed 48 hours or earlier before arrival will be given the option of paying their balance in order to speed up the check-in process. This is to help minimise any queues at Reception upon arrival. For guests booking within 48 hours of their arrival, payment will be processed at Reception as normal.
Prior to arrival all guests will be encouraged to look at the menus on our website and a full detailed guest compendium. A great way to plan your forthcoming stay.
On Arrival
Hand sanitizer stations are in place at entry points, public areas, reception, restaurants and Spa and we encourage you to use these regularly in addition to regular hand washing.
New signage has been installed to ensure Government required social distancing within the properties.
Porterage
Our usual porterage services will be unavailable for most guests for the foreseeable future. This is as part of our policy to ensure we limit direct contact between guests and staff as much as possible. We will still offer this service for any guests with mobility issues and staff will be equipped with the correct PPE for both guest and staff safety. If you are visiting us and will require help, please let us know when you make your booking so we can arrange this prior to your arrival.
Guest Bedrooms
In addition to our usual high levels of cleanliness and hygiene we are introducing disinfectant ‘fogging’ machines which will be used to sanitise your room as part of our enhanced cleaning procedures. Your bedroom will then be sealed in order to confirm no staff or guests have entered since this cleaning process.
Guest bedrooms will only be serviced on departure to maintain your safety and that of our housekeeping team(upon request, we are also happy to leave fresh supplies of linen and in-room consumables in sealed bags outside bedroom doors and collect any used linen so as to minimise the time spent in guest rooms).
Contactless payment policy
All restaurants, bar and associated points of sale will utilise contactless payment methods. To assist in this policy, you are encouraged to open a room credit account once at the property or, alternatively, make use of card or phone app contactless payments wherever possible.
Bars & Restaurants
All seating areas across bars and restaurants have been configured to ensure safe distancing is maintained in line with current government guidance. Tables, chairs and other surfaces will be sanitised after use. We will be asking you to book a time for Breakfast as well as Dinner so we can regulate numbers in our restaurants and ensure we can adhere to government social distancing guidelines. We ask that you do not approach the bar, we will ask you to take a seat and table and will serve your drinks. The Breakfast buffet will not be accessible to guests, a team member will take your order and serve the items at your table.
To assist with social distancing, we request all residents only use their bedroom toilet facilities wherever possible. All public facilities will be available for non-resident guests and will be subject to current social distancing guidelines and regular cleaning.
Garden Spa Facilities
Based on the most recent government announcement on the 8th July, we will be reopening our indoor and outdoor Spa and Health Club facilities on the 25th July.
Based on advice from the UK Spa association and the government, our indoor and outdoor Sauna's and Steam rooms will remain CLOSED.
Once we reopen on the 31st July, the following procedures will be in place for staff and guest safety.
The following applies to The Garden Spa
Our teams will be wearing necessary PPE and we will be following social distancing guidelines and stringent cleaning and disinfecting procedures.
Number of people accessing the Spa and Health Clubs will be limited to ensure social distancing can be applied throughout. Social distancing will apply in all areas of the Spa.
We will stagger your arrival time to avoid groups of people gathering at reception.
All guests will be asked to complete our health questionnaire before using the facilities and send back to us or bring it with you to your scheduled appointment.
Hotel Guests are asked to change into swimwear, robes and slippers in their hotel room to avoid use of the changing rooms.
We will be operating a distancing policy in all our pools, hot tubs and all Thermal Spaces.
Chairs around the pool and relaxation areas will be distanced accordingly and should not be moved.
Drinks will be possible to order. Measures are in place so that you can still enjoy a drink in the Outdoor Spa area.
The Spa teams have the right to ensure the guidelines are followed to keep you safe.
We reserve the right to ask any guests to leave who are not following the guidelines and potentially endangering others guests and staff members.
spa access will be granted on a time slot basis. We are unable to extend any time slots, so if you arrive late to your scheduled time slot we will not be able to extend it for you. This is because we will be closing the facilities after each time slot for deep cleaning before the arrival of our next guests.
The Garden Spa will be exclusive for residents of Appleby manor,
This policy will be updated to reflect the most up to date advice from the government and may change at any time.
Public Areas & Social Distancing
All public areas including lounge, bars, reception, and hallways are subject to social distancing guidelines. Sanitiser will be provided across all public areas and guests encouraged to sanitise their hands before and after use, in addition to regular cleaning by our team.
Appropriate signage will be in place across all public areas reminding guests of any specific guidelines. All guests are encouraged to take time to familiarise themselves with the regulations in place.
Social distancing
We remind all guests to follow government guidelines on social distancing. We are making every effort to make your environment safe and reserve the right to control social distancing within our properties. Guests breaching our policies will be reminded of their responsibilities and any individuals persistently disregarding social distancing may be required to leave the property with immediate effect.
Enhanced Cleaning and Hygiene Protocols
Appropriate personal protective equipment will be worn by all team members and changed frequently.
Updated and detailed cleaning checklists, including the use of Public Health England-accredited sanitisers for all areas, including laundry, will be followed and monitored closely.
All touch points in public areas such as door handles, counter tops, table tops, soft seating etc. will be sanitised throughout the day using accredited disinfectants and sanitising products.
Our disinfectant fogging machines will also be used by our housekeeping team in our public and staff areas in addition to our stringent cleaning regimes for additional peace of mind.
Protocols are in place for staff in our kitchens, restaurants, bars, clubs and other food service areas to sanitise their hands every time they serve food or touch food related items.
Our Teams and Suppliers
All colleagues have been fully appraised of and trained in all new protocols prior to us reopening. Each member of the team will receive appropriate and sufficient PPE prior to each working day. Staff temperature checks will be carried out regularly.
All external contractors and delivery personnel are aware of and have agreed to abide by both our company hygiene and Covid-19 security policies.
Departure and Check out
For guests who have taken advantage of our pre- arrival check in and have full pre paid before arrival we will place an invoice with any extras under your bedroom door on the evening before day of departure. Check out time is 11am. Just pop your key in the container at reception and a member of the team will be available should you have any queries or requests. We’re always sorry to see you leave!
Our Cancellation Policy
Deposits
If your stay requires a deposit, this will require a non-refundable deposit of £80.00 per room at the time of booking. However, if you wish to cancel your stay more than 48 hours before arrival, your deposit can be used for a future stay booked within the next 12 months. Stays cancelled less than 48 hours before arrival will not be transferred to another date.
Cancellations
If you wish to cancel your stay more than 48 hours before arrival, your deposit or pre-payment can be used for a future stay booked within the next 12 months. Stays cancelled less than 48 hours before arrival will not be refunded or transferred to another date.
In the unlikely event that we have to change or cancel your reservation, we reserve the right to do so. However, you have the right to: accept the changed arrangements as notified; or make alternative arrangements with Appleby manor hotel; or cancel your reservation and receive a full refund of any monies which you have paid to Dunbobbin hotels ltd in respect of your reservation (please note that we shall not be liable for any sums which you have paid to any other persons/parties in connection with your reservation)..
For the avoidance of doubt, we shall have no further liability to you for any changes to or the cancellation of any online booking. We recommend you purchase travel insurance.
