CORONA VIRUS GUARANTEE
ALL General room bookings & Festive season breaks
1. If we are closed by order of the government and we are unable to host your stay with us you have the following options:
a. Postpone your stay to a future date and as a thank you for not asking for your money back
we will move you FOC and NO extra seasonal charge will be made.
Note : If you are upgrading from a mid-week booking ( Sun – Thurs ) to a ( Fri or Sat ) then a weekend supplement will need to be paid
b. Take a refund for the amount that you have paid.
If YOU Are Unable To Attend Because Of Covid-19 Related Issues
General Room bookings
- The ‘Broadoaks Guarantee Change Window’ allows any transfer or cancellation with the period of 28 days and up to 2 days prior to arrival
- Should UK Government advice significantly change in the 2 days prior to your arrival, we will reactivate the Guarantee for you
- All other standard booking terms and conditions remain unchanged
- Should your new break be more expensive than the booking that you cancelled you will need to pay the difference at time of booking
- The Coronavirus Guarantee is available until further notice
- The Coronavirus Guarantee is not applicable to any bookings made via a 3rd party eg Groupon or WOWcher. Please contact them directly to discuss your booking
- The Coronavirus Guarantee is NOT applicable for wedding bookings. If you have booked a wedding and would like to discuss your options, please call our events team on 015394 45566 opt 2
Christmas & New Year Breaks 2021/22
- If we are closed by order of the government and unable to hold any of our Christmas or NYE events because of a national or localised shutdown, all monies paid will be refunded in FULL.
- If you have to cancel your booking less than two weeks before the event because you or any of your party are self-isolating you can either transfer all monies paid to the same event in 2022.
Alternatively, we are happy to split any amount that you have paid into monetary gift vouchers with a 6 month validity.
- Should the UK Government put you into a Tier 4 category 3 days prior to your arrival, we will apply the same terms as above.
- If you cancel your booking within 48 hours of the event because you are self-isolating, we will retain 50% of the monies paid and you will have the choice of transferring the remaining 50% to the same event in 2022.
Alternatively, we are happy to split any amount that you have paid into monetary gift vouchers with a 6 month validity.
- If you choose to amend your break to different dates, should your new break be cheaper than your existing booking,
we will only issue a monetary gift voucher with 6 months validity on it for the difference to be used against any future bookings.
Should your new break be more expensive you will need to pay the difference at time of booking
“STAY SAFE“ AT BROADOAKS COUNTRY HOUSE
Minimising the risk of Covid-19
The health and safety of our guests is of paramount importance to us, and as such we have always operated with extremely high standards of hygiene at all times, in all areas of the hotel. In response to the COVID-19 crisis, we have put the following measures in place to further enhance our procedures and doubly ensure the personal safety of each and every guest and member of staff on the premises, giving you complete peace of mind for the duration of your stay.
Please note that these measures are provided as guidelines only, and we reserve the right to update on a daily basis without prior notice given the evolving nature of the pandemic.
Our team’s commitment to you
We are delighted to announce that we have now been presented with the below
“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.
Staying with Confidence
We want you to feel safe and secure from the moment you pull up outside, to the moment you have to leave us. That’s why we’ve enhanced our cleaning practices, guest interactions, employee procedures, and availability of information, to ensure your confidence and security.
We have developed these new enhanced procedures in accordance with a combination of the WHO guidelines, UK Hospitality recommendations and Government advice, to ensure that we are not only compliant, but going above and beyond to protect and reassure our guests and staff. We have also undertaken a full risk assessment, outlining in detail how we are meeting these guidelines in every area of our hotel. These are being communicated to staff by managers first through initial training and then on a regular basis.
Key changes to safeguard employee and guest health
A: Frequent and thorough hand sanitising
We have implemented a strict protocol of frequent hand washing and use of hand sanitiser for staff, hand washing with soap and water being the preferred method. Sanitiser – anti-viral, with a minimum 60% alcohol content – has been placed prominently in both front and back areas of the hotel to enable staff and guests to sanitise frequently.
Sanitiser is available for use in the following areas: Reception, Music Room,
The Orangery, Oaks Restaurant, The bar, our kitchen areas, the offices, all staff areas, meeting rooms, and all other public areas.
B: Health and Safety Signage (front and back of house)
NHS Track & Trace – We are supporting the NHS Covid-19 Track & Test service.
We are required by law to record and retain for a period of two weeks the names and contact details of all visitors to the property. This information will be supplied to NHS Track & Test service on request. We urge you to download the NHS COVID-19 app and to scan the QR code which is displayed at all entrances to the hotel.
Health and hygiene posters (per page 1 of this document) are sent to ALL customers prior to their arrival so they know what to expect before they arrive.
All guest temperatures are taken on arrival.
If your temperature is above 37.8C we recognise this could be caused by factors other than an infection for example a stressful journey in a hot car. We will politely ask you to return to your car and we will come out and check your temperature again in 10 minutes. If your temperature has fallen below 37.8c we will be delighted to welcome you into the hotel. If not, we will take a third test 15 minutes later. If your temperature is still 37.8c or above we will agree with you the best course of action for a refund or a return visit.
We have put up signage in our employee areas back of house, employee entrances and exit points. Signage reminds employees of the proper way to wear, handle and dispose of masks, use gloves, wash hands, sneeze and to avoid touching their faces.
C: Action Plan for Responding to Health Concerns
Per official government advice, employees will immediately inform the duty manager or the reception desk of any pertinent incidents, including possibly sick guests in their rooms. They will treat all this information with discretion.
The duty manager will then minimise contact of the ill person with all guests and staff of the establishment. This will be effected by providing the person with a mask, and, if the sick person cannot be transferred to a medical establishment, they will be isolated and contained within one room on a temporary basis. Once the sick person has left the premises, this room – and any other areas or touch points that may have been contaminated – will then be subjected to a quarantine and disinfectant, with the staff member using gloves and a disposable apron, before it is made available again.
D: General Employee Responsibilities
All employees shall follow Government and WHO guidance regarding handwashing. Employees shall wash their hands for at least 20 seconds, or use anti-viral sanitizer when a sink is not available, after any of the following activities: using the toilet, sneezing, touching the face, cleaning, eating, drinking, accepting items from a guest (ID, cash, credit card, room key), taking a break, and before a shift and as needed throughout the shift. When possible, employees shall wear gloves for added protection and sanitation efforts. Proper hand hygiene, in accordance with government and WHO guidelines, will be followed prior to and after removing the gloves. Departmental managers will remind everyone to wash their hands or use a hand gel at the start of every shift.
All employees have received COVID-19 safety and facility sanitation protocols training recommendations based on official guidance from the government and WHO, with more comprehensive training for employees with frequent guest contact including Housekeeping, Food & Beverage, Reception, Hotel Operations, and Maintenance/Grounds .
Training will include details about current distancing requirements, routes of transmission and the importance of hand washing and surface disinfection at key times. All staff will be instructed about not coming to work if they have a fever or new cough. They should stay at home for seven days (or for as long as prevailing guidance dictates).
A general commitment to hygiene shall be regularly communicated to staff, including transmission threats outside of the workplace, infection and quarantine guidelines, and actions to reduce risk of infection in the home.
Personal Protective Equipment (PPE)
PPE, along with appropriate training for use and disposal, will be made available to all employees.
Staff will be trained in the correct use of face masks and any other issued items .
Cleaning staff in particular will be trained on the use of and provided with personal protection equipment as listed below:
- Disposable Gloves
- Disposable Aprons
If doing tasks that generate splashes (e.g., while washing surfaces) or close contact with guests, staff will be required to wear facial protection with a face shield and impermeable aprons. Staff have been instructed to wash hands after removing PPE.
We kindly request that guests and visitors wear masks in all indoor public areas of the hotel, per current government guidelines. Masks do not need to be worn in the gardens, and may of course be removed to eat and drink. Thank you for your understanding.
Section Two: Further details
2A: Cleaning Products & Protocols
Staff have been trained, and will now clean with approved products followed by a second clean using disinfectant, per government advice.
Public Spaces and Communal Areas
Cleaning and disinfecting shall be frequent (multiple times per day) with an emphasis on frequent contact with hard non-porous surfaces including, but not limited to, front desk check-in counters, pens, chip and pin machines, keyboards, bells, telephones.
All door handles, public toilets, room keys and locks, stair handrails, dining surfaces and all seating areas.
In our back-office kitchen preparation area and also in our main Oaks restaurant and Orangery we have fitted HyGenikx Air & Surface Hygiene Amplifiers. HyGenikx is an advanced & compact, wall mounted hygiene amplification system, proven to eradicate bacteria & viruses throughout the food service & hospitality environment. Utilising a combination of the most effective air & surface sterilisation technologies available, HyGenikx provides round-the-clock hygiene & safety protection.
Guest Rooms / Housekeeping
Cleaning and disinfecting protocols will require that particular attention is paid to high-touch, hard non-porous items including television remote controls, toilet seats and handles, door and furniture handles, taps, bedside tables, telephones, light switches, temperature control valves, alarm clocks, luggage racks, kettles, hairdryer handles, iron and ironing board, wardrobe doors and flooring.
Glasses have been removed and replaced with wrapped plastic glasses that are disposed of after each guest.Room collateral will be kept to a minimum. Staff must follow handwashing guidelines as per PHE guidance. Disinfecting gloved hands will follow the same guidelines and frequency as that of handwashing.
Guest rooms will only be cleaned prior to your check in and then again when you check out, if you need new towels or any bedding or would like your room serviced then please just call reception. All scatter cushions and curtains will be sprayed during each service with a non-chlorine-based disinfectant spray.
Towels and laundry shall be washed as appropriate in accordance with the manufacturer instructions. We will launder items using the warmest allowable water setting for the items, and dry items completely.
Dirty linen shall be bagged in the guest room to eliminate excess contact, the bags are taken to our garage storage area , they are then collected by an external laundry company that we outsource to .
The proper functioning of the dishwashing and laundry equipment will be checked, particularly the operating temperatures, as well as the correct dosage of cleaning and disinfecting chemicals. We will clean and disinfect anything used for transporting laundry with our usual products.
Staff are arriving at work in their personal clothes and are getting changed into their work uniform at work in the changing rooms. More detailed guidance to staff is provided with regards to staff uniform procedure.
Staff have been informed that uniforms should be washed at temperatures above 60°C or a laundry sanitising agent used if the fabrics can’t be washed at such a temperature.
Staff have been informed that if a high temperature laundry is not possible, and they have sufficient uniform items, to leave the laundry in a bag in a safe place for 72 hours and then wash as normal.
Back of the House
Cleaning and disinfecting of all high touch areas shall occur in accordance with government guidelines, including at least twice per day in high traffic areas. Handwashing stations and access to hand sanitizer have been made convenient and highly visible along with signage instructing proper technique.
Per government guidance we will use detergent and then available disinfectant which kills the virus and is made up from issued/installed disinfectant, used in accordance with manufacturer recommendations. This will be used on visibly clean surfaces.
Staff are following their regular sanitising regime as usual, and at the end of the shift going over all hand touch surfaces one more time before closing.
Rinsing processes ensure disinfection of crockery and glasses, either with water at a minimum of 60 degrees or suitable disinfectant.
Shared tools and equipment shall be disinfected after each shift or transfer to a new employee.
Food & Beverage
Food and beverage service shall reduce in-person contact with guests. We will also minimise dining items available on the tables. Traditional room service can be replaced with a no-contact delivery method if requested. The current distance level is maintained between customers at different tables (e.g., by positioning the tables and chairs accordingly).
Our breakfast buffet service will be removed, and instead buffet items will be served by a waiter. Utensils will be washed and changed more frequently. Minimal items will be placed on guest tables, including basic condiments, silverware, glassware, napkins, etc.
Customer contact with collateral such as menus, trays, napkins etc. has been limited to what is necessary, and cleaning / replacement is carried out after each use.
Where staff come into contact with items used by customers, they need to ensure that they wash their hands before moving on to another task. Condiments and sauces are prepared individually upon request.
We have reviewed our menu options to ensure that cross-over and access to food is minimised.
Customers are encouraged to wash their hands before entering the restaurant or bar, or to use hand sanitiser station provided if hand-washing isn’t possible.
Toilet areas will be regulatory monitored and disinfected, including frequent disinfection of high-frequency touch points in bathrooms and toilet areas. Signage and guest communications will be used to encourage the use of their hotel room bathrooms and toilets wherever possible.
Contactless or room account payments should be used whenever possible.
We are restricting numbers for NON-RESIDENT GUESTS to:
Afternoon tea to only 20 guests in total per sitting
Evening dining to only 6 guests in total per sitting
This will allow us to operate easily within the 1 metre recommended social distancing guidelines.
Non-resident guests must book prior to arrival, they will be allocated tables at the far end of the Orangery and instructed to only use the rear toilets in the Orangery.
Non-Resident Guest temperatures will be taken on arrival by the Restaurant manager on duty.
In-room dining and room service
If requested, a non-contact in-room dining service can be offered.
Staff will wash their hands before picking up the room service tray to take to the guests.
Dishes and drinks will be placed on disinfected butlers’ trays, then left off the floor next to the door. Staff will knock on the door, leave the tray outside the door and step away. The guest can then pick the tray up, and the staff can remove the tray stand or table etc. The member of staff will wash their hands afterwards. If the guest would like to tip, then this should be done on the bill please.
Guests are encouraged to leave the tray outside their door for collection. If they wish to retain their tray in the room, for later collection, this must be requested from reception.
2B: Physical/Social Distancing
Physical Distancing & Queuing
As recommended by the government and WHO’s social distancing guidelines, guests shall be advised verbally to practice physical distancing by standing at least two meters away from other groups of people not traveling with them, including any area where guests or employee’s queue. When applicable, lobby furniture and other public seating areas have been reconfigured to promote social distancing. Guests will be encouraged to pay by card wherever possible.
Employees will likewise be instructed to observe distancing with other employees and guests, and, where distancing is not possible, they will wear the recommended PPE.
For our staff break area we are staggering timings so that small groups of staff have slots to come for their meals to reduce gathering.
Staff have been instructed to always sneeze or cough into the crook of their arms to prevent hands becoming contaminated. If they use a tissue, the advice is to bin it immediately into a bin with close fitting lid and not to leave it around on surfaces. They will wash their hands or use hand gel afterwards.
Bedrooms and Suites
In anticipation of individual concerns of guests, housekeeping shall not enter a guest room during a stay unless specifically requested, or approved, by the guest, or to comply with established safety protocols. Housekeeping shall maintain the practice of cleaning rooms thoroughly following check-out, incorporating disinfectant.
Restaurant, Bar and Music Room
Tables in the above areas will be spaced 1.5 meters apart to allow separation between groups of guests. Servers and bartenders will maintain the recommended physical distance from each other and guests where possible, and where this is not possible, they will wear masks and gloves. Table service will remain the norm, with staff wearing protective masks and gloves as necessary, and keeping a safe distance in line with current Government distancing guidelines. Transparent screens have been erected at front desks.
Based on the current Government guidance in place at the time, a maximum number of persons per premises has been calculated and recorded as part of our risk assessment. We are utilising our reservation systems to control the frequency and placement of guests to ensure we observe distancing at all times.
Meeting and Event Spaces
Meeting and banquet arrangements shall allow for physical distancing between guests based on government recommendations.
Our reception team will practice social distancing, including distancing between desks, to ensure separation between employees whenever applicable and possible. Check ins and check outs will be staggered so as to avoid queuing, and guests will be encouraged to wait in public areas, where seating will be appropriately distanced. Transparent screens have been erected at the reception area to form a safety barrier between the receptionist and the guest.
Card payments will be encouraged at all times.
Our reception team will no longer offer to assist with guests’ luggage, unless it is specifically requested. After handling luggage, staff will wash their hands or use a hand sanitiser.
When leaving the building guests are asked to put their room keys in a bowl/box where the reception team will collect and disinfect them.
Garden tables will be spaced 2-meters apart to allow separation between groups of guests. When using the pathways, staff will defer to approaching guests by stepping onto the grass until they are the recommended distance away.
Back of the House
Physical distancing among all employees shall be practiced in our kitchens, uniform control areas, training rooms, shared office spaces, and all other high-density areas.
Section Three: The key guidelines we are adhering to
- UK Government guidance for cleaning in non-healthcare settings
- WHO guidance for COVID-19 management in the accommodation sector
- WHO guidance for hand hygiene
- UK Hospitality COVID-19 Secure advice and risk assessment for hospitality businesses
Spa & Health Club Facilities
The Spa and Health Club that our guests usually have access to via our private membership with the LOW WOOD will not be reopening until at least the end of June 2021.
We will update this policy as soon as we know more information.
Our Business Partners & Suppliers
Appointments – We will be receiving visitors and contractors to the site by appointment in advance only.
Temperature Checks – Temperatures will be taken at the hotel entrance and if your temperature is 38 degrees or above you will be refused entry.
Deliveries – Deliveries will only be received at the door, suppliers may not enter the premises unless they have an appointment.
Access – Access to back of house areas restricted to staff only. No contractor use of welfare facilities is permitted unless agreed in writing.
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 our events team
You may wish to take out insurance cover.
Is there anything you would like further information about, or something you’re not sure of? If so, please do not hesitate to contact our friendly team, who will be delighted to help you with your enquiry.
We look forward to welcoming you to Broadoaks Country House.
Finally, as a guest of Broadoaks Country 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 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.