Before you read about all the changes we have had to make to ensure your safety and security whilst in our home, please remember these few points below
Our Guarantee To You
Changes to our Normal Operating Procedures to meet COVID-19 Secure Guidelines
Everyone should take responsibility for their own actions in order to stay safe
As always, your safety and happiness when staying at Heathcliff House continue to be of the utmost importance to us. We want you to feel comfortable, secure and relaxed while enjoying a break and staying in our home.
As a responsible small business, part of the Responsible Riviera and in order to comply with Government Guidelines for the hospitality sector, we have made the following changes to our normal service routines to safeguard both ourselves and you, our guests.
If you’ve stayed with us before, you’ll know how important cleanliness is to us. Juliette has always
prided herself on the spotless nature of our rooms and public areas. Our housekeeping routines have changed and extra cleaning procedures have been introduced throughout the day for certain areas. All cleaning will be carried out by Nigel or Juliette. If you would like more information, we’re happy to share these changes with you.
As ever, if you have any concerns or questions, please do not hesitate to get in touch. We are always here to help, just give us a ring on 01803 211 580.
Deposits and payments
Like many other businesses, we will be operating a cashless environment. All payments must be made by credit or debit card. You will need to supply a valid debit/credit card when booking.
The card will be debited with the deposit either 29 days prior to your arrival date, or on the day of booking, whichever date is the nearest to your arrival date. Deposits remain non-refundable. The remaining balance will be charged to the card on the morning of your arrival.
Any additional payments due during your stay e.g. bar bill or evening meal will need to be made via a contactless transaction using a debit or credit card or can be charged to the card you used to book your stay.
Before you Travel
We expect that everyone will take responsibility for their own actions in order to stay safe and reduce transmission of COVID-19.
We ask you to consider whether you are fully vaccinated and encourage you to take a lateral flow test before travelling to Torquay. If you have any COVID symptoms, please do not travel.
Arrival and Check in
As usual, you’re asked for your anticipated arrival time. We're trying to avoid multiple arrivals at the same time. If you are significantly delayed on your journey, please let us know as soon as you can.
Once you arrive in the car park, telephone us. We will invite you to come to the front door. We would encourage you to continue to wear a face covering while in the public areas at Heathcliff House to protect us and other guests. We will continue to wear a face covering to protect you and all our guests. Hand sanitiser will be available throughout the house.
We will already have checked that you have provided the full address and telephone contact numbers for the lead guest, this information will be used in the unlikely event that the track and trace process needs to be implemented. There is a QR Code Poster in Reception which you should use to check in to Heathcliff House each day during your stay for track and trace purposes, if you are able.
If you require help to take your luggage to your room, this is not a problem, Nigel can still assist you. Hand sanitiser will also be available on the reception desk.
You will be given directions to your room, and we ask you to use the main stairs by Reception to get to your room. Your room key will be in the door of your allocated room (it will have been sanitised), remember to keep your key with you at all times.
You are encouraged to wear a face covering in all public areas while staying at Heathcliff House (unless you have an exemption).
The only times you are not encouraged to wear a face covering are when
It is imperative that you adhere to these changes to your breakfast service. They are to safeguard you, our guests. Please give way to those travelling up the stairs from the breakfast room, you can safely stand by the back door to let other guests pass.
On arrival, you will be allocated a time for breakfast for the duration of your stay. This allows us to regulate the number of people in the breakfast room. Specific times cannot be allocated in advance as we are dependent upon the arrival and departure of guests and what time slots are available. There are a maximum of six tables (12 people) which are spaced in line with social distancing rules.
There will be no self-service servery, Juliette will take orders for all food and drinks.
Your orders will be served to your table. Hand sanitiser is available in the breakfast room.
The bar will be open. A maximum of six people can be seated in the bar (excluding Nigel and Juliette).
If you are having an evening meal then drinks can be ordered for your table.
Alternatively, drinks can be ordered and delivered to your room.
All payments will need to be made by contactless debit/credit card or can be charged to the card you used to book your stay.
For your continued safety while in our home, your room will not be serviced during your stay. Let us know if you need clean cups or tea tray top ups at breakfast, alternatively you can ring the bell on reception if you need help with anything. Fresh milk is available in the fridge in reception, please return empty flasks promptly to enable them to be washed and refilled.
If your bin needs emptying, please leave it outside your door in the morning when you go out. A small bag of anti-bacterial wipes will be available in your room, you only need to let us know if you want more.
The garden is available for your use this year and can be accessed by going out the front door, across the car park towards the smoking shelter where, on the left hand side, you will find a gate. Go through the gate, turn left along the path and you will see a table and chairs. Please feel free to enjoy drinks from the bar in the garden.
Please be aware that your use the garden is at your own risk and we accept no liability for any damage to property or injury sustained to yourselves.
Moving Around Heathcliff House
When moving around our home you must be aware of other guests and their safety. For your added safety we do have a one-way system when using the stairs to access the upstairs bedrooms. Please use the staircase by Reception to go up to your room and use the smaller staircase near the road to descend to the ground floor. Please give way to guests coming up if you are on the landing.
Check Out and Departure
If the weather allows, can you open the window in your room before you depart. Place your room key through the slot on the reception desk located near the service bell. We would love to chat to you before you leave so please contact us so we can come and say “until the next time”.
If You Display Symptoms of COVID-19 During Your Stay
If you display symptoms of COVID-19 during your stay, please contact us and we will direct you to the appropriate gov.uk web page to find the nearest testing station and book your appointment. Should those test results come back positive and you are required to self- isolate, you should leave immediately and make your way home if at all possible. If you have travelled by public transport you should consider how you would return home if you test positive for COVID-19 and cannot use public transport to return home.
If you cannot travel and need to self-isolate at Heathcliff House, you must remain in your room at all times. We will bring all food and drinks to your room. You will be required to pay for the extra nights’ accommodation, along with all food and drinks provided outside of normal breakfast service. If your extended stay also results in us having to cancel a booking for another guest, you will also be liable for those charges.