Changes due to Covid 19
In order to open we must follow government guidelines. Health, safety and wellbeing now more than ever is our focus.
There is an important balance that needs to take place and one that we must make sure we all work towards. That is the balance of relaxing and being happy while understanding certain rules and procedure need to be in place to stay safe. All we ask is that each and everyone of you approach these rules and procedures with understanding, patience and acceptance. We are not putting them in place to annoy. We are putting them in place to keep you and ourselves safe, happy and healthy.
Here we have set out Highcliffe’s action plan for opening up Highcliffe’s doors again and welcoming you in.
- Online/ mobile or by phone
All rooms are booked as ROOM ONLY. That means no breakfast. This change has been reflected in 2020 pricing. Breakfast is then offered as an additional: breakfast service to the room, or Breakfast at INDIdog Eatery on the Harbour. Breakfast per person per night in either destination is +£5.00. See Edibles page for details.
- Cancelation of your booking Due to the effects of Covid-19:
We have adapted our Terms & Conditions if your booking is effected due to the effects of Covid-19. Certification that you have been effected by Covid-19 will be asked of you
If you have to unfortunately cancel your booking due to the effects of Covid-19 you will be able to do so up to 72 hours before your date of arrival. You will be offered a full refund of your deposit or your deposit can be credited to another date.
All other types of cancelation our usual 21 day cancelation policy and terms & conditions will apply.
- Before your arrival
We will contact each guest before arrival by email. This email will supply you with all the information you will need to know before arriving at Highcliffe.
It will consist of check in and check out information (see below), a check in code to enable you to ‘self check in’, a prompt about a breakfast choice in case you’ve forgotten and your room book. You will also receive a second email containing a health check questionnaire. This is to confirm that you are clear from Coronavirus symptoms. We ask that you fill this form out and return it to us by email before your visit.
- Check in / Check out
We will unfortunately not be able to offer early check in or late check out services. This is to ensure that each room is sanitised, cleaned and changed to the correct health & hygiene Covid-19 Government guidelines. Each room will be aired to it’s fullest potential between 10am & 4pm to avoid virus infection.
Check in will be 4pm – 8pm – unfortunately we will not be able to do face to face check ins. Instead you will be emailed the digital key code that will allow you access into Highcliffe through a keypad lock. Once in you will find your room key, sanitised and ready for you, along with directions to your room. This is to minimise contact between ourselves and you in order to ensure you stay virus free to enjoy your break and we stay virus free to keep things running.
Check Out: will need to be no later than 10am on the day of your departure, for cleaning reasons as stated above.
Paying your bill – your full amount will be taken once you arrive at Highcliffe, usually toward the end of your stay. Your booking summary will be left in your room on arrival so you are clear what is being charged / what you have already paid. The balance of your bill with taken from the card you used to secure your booking. The card information will be retained in accordance with GDPR and in line with usual T&Cs and detroyed upon your departure & after room check.
There is a camera in the communal area. Footage will be stored for 12 months.
Cross contamination is one of the biggest concerns in hospitality. This is why there is so much concern over letting B&B and hotel rooms. Our staff have been well trained in this area. Cleaning will be kept to a sensible level. You won’t really notice the changes as they include using specialist Covid focused chemicals on high traffic areas such as light switches, remote controls, the edges of tables, backs of chairs, door handles etc. We won’t change your bed linen every other day. We in fact will only change the linen every 7 days the same as self catering: unless we see there is contamination which needs to be removed. The same with towels. They will be put on your heated towel rail and only changed if there is visible need to change them. Why? This is a directive of our linen company following government guidelines. Removing linen into a bag to sit in an area for a period, that is then given to a driver, on a van, unpacked by a further person and then added to the machines by another person. It’s the strongest potential risk of contamination. Please allow us to take care of this for you and understand that this is the one area that you will notice has changed and we ask you to be tollerant.
In room drink making facililites – all thrown away between guests. No potable water in the room. Water from the taps is mains fed and safe drinking water. Milk is put in the rooms around 4pm and upon request.
1 toilet roll in the bathroom at any one time to avoid unopened rolls being detroyed.
Front door key is a fob so that no guest needs to touch the key hole.
All windows are left open all day unless it rains.
We will not touch your own things. Even if it looks like the sides need to be dusted, we will not move your own items.
All scatter cushions and throws are washed between guests. We have always done this anyway.
We keep the cleaning down to two people per day and use a tag team. We have a digital system to record who was in on any given day so that should we need to provide track and trace information we can. All staff will wear a mask, a plastic apron and disposeable gloves. All staff will use COVID chemicals with a full KOSH sheet.
Contact with Simon & Vanessa
Meeting and greeting guests is the one thing that we have had the biggest discussion and heartache over. It is so alien for us not to personally welcome you into our house. We have taken advice from our local council and collected as much information from hospitality industry experts regarding Covid-19 safety procedures to help our decision making process. The fact that this will now have to be done by email, or by you calling us on our mobile is a strange situation but one that has to happen in order for us to offer you the safest path to a Covid free stay. We’d rather you had peace of mind during your time with us than felt awkward trying to have social distanced conversation that in the confines of smaller spaces such as non ventilated hallways and lounges, porches and receptions will always carry an element of risk. It may be faceless but by no means is it souless. We will be there on the end of a phone, or sanitised reception bell should you need to speak to us especially for any emergency. Otherwise we hope we have kitted you out with all you need via our digital communication. Thank you for booking with Highcliffe.