COVID-19 Update | December 2020
Everything you need to know about coming to our resorts
The new measures we’ve introduced to keep you safe
At Luxury Lodges, we have always taken pride in the fact that we have some of the highest cleaning standards in our industry. Our teams work incredibly hard to provide our guests with exceptionally clean accommodation using only Diversey cleaning products.
During lock-down and since re-opening on the 4th July 2020 under the COVID-19 restrictions, we have taken steps to raise these standards even higher. New, fully verified processes and procedures have been put in place to keep our guests and teams safe during these unprecedented times, and ensure that you feel as relaxed as possible when you stay with us.
Our teams are happy to answer any questions you have but you may find the below information helpful before and during your stay.
Dylan Coastal Resort (subject to Welsh government legislation)
In line with the latest Welsh government restrictions, Dylan Coastal Resort is closed until further notice. If you have an upcoming reservation, our team will be in touch soon to discuss rescheduling your booking.
Specialist cleaning procedures
Our housekeeping team are fully trained in all areas of sanitation and will undertake a deep clean of every lodge between each stay.
In line with government guidelines, every surface is cleaned first with soapy water. Afterwards, they are cleaned with industry approved products from Diversey - OXIVIR and D10 Suma Bac - both of which are confirmed to kill 99.9% of all germs.
New higher standards
In addition to the sanitation procedures detailed above, our teams will be wearing PPE including face masks, gloves and aprons throughout their working day.
We will also be undertaking temperature and symptom checks with each team member before their shift starts.
All areas are covered
In keeping with government guidelines, all linen/towels/bedding will be washed at 70°C+ to kill all known bacteria and viruses.
As part of each lodge clean, special attention will be given to:
- The interiors of wardrobes, drawers, cupboards, cutlery and kitchen items
- The key surfaces that are touched the most in any accommodation, including soft furnishings, door handles, light switches, remote controls, railings and appliances
- All hot tubs and exterior railings
We have also taken every step possible to remove non-essential items from the accommodation, including the lodge information folders. Instead we have introduced a contactless Guest Directory which can be accessed by scanning the QR code displayed in your accommodation.
New check-in procedure
Two weeks prior to your arrival, you will receive an email from the team to gather information about the party who are staying with us, including any special requirements you may have.
Please be aware that we cannot make any changes to your accommodation following check-in. This is due to the exceptionally high standards of cleaning that we will meet for the safety of our guests and team. Therefore, it is essential that all information regarding mobility issues etc. are provided to the team ahead of arrival.
** PLEASE NOTE THAT WE CANNOT ACCEPT GROUPS LARGER THAN SIX OR FROM DIFFERENT HOUSEHOLDS, IN-LINE WITH THE NEW GOVERNMENT LEGISLATION **
This email will also include instructions on paperwork that we require be completed before your arrival to the resort, including:
Our medical questionnaire
It is essential that all members of the party complete this questionnaire before arrival and that if any member of your party develops COVID-19 symptoms they DO NOT travel to any of our resorts
Utility fee payment instructions
If you are travelling through an exchange company, your utility fee will need to be paid over the phone up to 48 hours before arrival to the resort.
Pre-authorisation deposit payment information
If you are staying in hot tub accommodation, your £100 pre-authorisation will need to be completed over the phone within 48 hours of your arrival. Please note that this is not a charge - the funds are simply held on your account for 10 working days.
A copy of the resort map will be attached to this email. Please bring a copy of this with you.
In the week leading up to your arrival, you will then receive a phone call from the reception team to obtain the various information normally completed during check-in e.g. your car registration and mobile number.
Should you have any questions with regards to your booking, the medical questionnaire, utility fee/pre authorisation payments please ensure that you speak with a member of the team before travelling to the resort.
48 hours before your arrival, you will receive a text message from the resort confirming your accommodation name/number and the key code required to open the key box situated by your front door. Please ensure you bring this code and your resort map with you to the resort.
On the day of arrival, please be aware that check in time is 4pm. The housekeeping team will endeavour to complete all lodges by this time, however we appreciate your understanding if there are delays due to the strict procedures that we have put in place.
You are more than welcome to contact the resort ahead of your arrival to enquire as to whether your accommodation is ready.
Upon arrival to the resort, please proceed directly to your accommodation.
On arriving at your accommodation, you will find a key box beside your front door. Enter the code supplied by reception in order to obtain your accommodation key.
Inside your accommodation we will include a QR code that you can scan on your smartphone to access our contactless Guest Directory.
Due to the stringent policies we have in place, cleaning the lodges now takes significantly longer. For the safety and enjoyment of your fellow guests we ask that you ensure that the lodges are vacated by 10am at the latest.
Upon departure, please leave your key on your kitchen table. If you are departing early, please call reception to let them know.
Cashless payment procedures
When we reopen our resorts, we will be reducing person-to-person contact by operating cashless payments only.
This includes our café bars/restaurants at all resorts*
We politely ask you to ensure that you bring bank/credit cards with you to use during your stay.
*Subject to reopening guidelines
Our on-site facilities
Our grounds will be free for you to use during your stay and we recommend that you spend time exploring the surrounding countryside and enjoying the fresh air.
Our restaurants and café bars have re-opened from 3pm daily with a seasonal menu on offer, bookings are required and all contact details will be obtained at the time of booking for track and trace in-line with the Government Legislation.
Burn Coastal Retreat, Whitbarrow and Clowance (subject to English government legislation)
Please note we cannot accept parties larger than six or from different households within our food and beverage outlets. In addition, alcohol can only be served alongside a substantial meal. The food and beverage outlets are open until 11pm, however all orders must be placed by 10pm at the latest.
Please note that the Café Bar at Burn Coastal Retreat is currently offering a takeaway Pizza menu only.
Our flexible cancellation policy
We recognise that it’s very hard for anyone to make firm commitments for anything at the moment. For the time being, we have reduced our cancellation policy to 7 days with a commitment to be understanding in all scenarios connected to COVID-19.
During your stay we ask that you do not visit the main building unless it is for a prearranged meeting. Instead, please call reception from your accommodation phone. In addition, we respectfully request that all guests ensure that they adhere to the regulations in place in their home Tier when on holiday at our resorts.
All members of the team attending any maintenance or housekeeping issues in your lodge will be suitably dressed in PPE for your protection. You may also be asked to vacate the lodge or move to another room while the relevant work is undertaken.
Upon arrival for every shift, all members of the team are temperature and symptom checked.
We hope that you agree that our measures will enable your lodge and holiday to be as safe as possible. We would ask for your cooperation and understanding as these new stringent procedures may create a delay in the lodges being ready by 4pm.
Please remember that your safety is our priority and any delay or reduced availability in facilities is only as a result of us taking your wellbeing seriously and following government guidelines.
We look forward to welcoming you back soon!
The Luxury Lodges team