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.
The Government have issued guidelines for the hospitality sector under the ‘new normal’ to ensure that measures are put in place to reduce risk while this pandemic remains a threat. We must comply with the guidelines and have made the following changes to our normal service routines to safeguard both ourselves and you, our guests. We have been welcoming guests back to our home from 4th July 2020 under these new arrangements.
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. In 2019 our secret shopper from Visit England noted
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.
Nigel and Juliette Contact Numbers
Landline - 01803 211 580
Nigel Mobile - 07921 586 478
Juliette Mobile - 07921 585 294
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.
If the place you live in is put into local lockdown by the Government meaning that you will be unable to travel on your intended dates, you must contact us immediately. If you have already paid your deposit, do not worry, you can rebook your stay with us and we will use the deposit already paid as the deposit towards your rearranged stay. This stay must be booked within the next three months and taken within twelve months of your original stay date.
If Torquay/Torbay is placed in local lockdown, the same process as above will be followed for any guests due to arrive within the local lockdown timescales.
If you are staying at Heathcliff House when the local lockdown is announced, you must return home immediately to self-isolate. The remaining balance of your stay will be refunded.
Arrival and Check in
As usual, you’re asked for your anticipated arrival time. In light of COVID-19, this is important 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 and remain in your car. We will invite you to come to the front door. Please bring your luggage with you. Both the front doors will be open. Come inside, hand sanitiser is available upon entering the first door if you want it, close the door and move forward to the inner front door. There is a line on the carpet, to maintain social distancing requirements, you should stand behind this line.
We will already have checked that you have provided the full address and telephone contact numbers for each guest, this information will be used in the unlikely event that the track and trace process needs to be implemented.
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 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, remember to keep your key with you at all times.
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.
When necessary, breakfast will be taken in two sittings, each of up to 8 people (dependent upon room occupancy). We will let you know the arrangements for breakfast on arrival.
The first sitting will be from 07:45 to 08:45. You must vacate the breakfast room by 08:45.
The second sitting will be from 09:00 to 10:00 with a last hot food order at 9.30 a.m.
The 15-minute break will allow us to fully clean the breakfast room and re-lay all the tables.
There will only be 4 tables in the breakfast room which are spaced in line with social distancing rules.
You will be allocated a time for breakfast and a table number for the duration of your stay. Allocation is dependent upon departures and arrivals on the day you arrive. We will do our best to accommodate requests for specific sittings but this cannot be guaranteed.
There will be no self-service servery, Juliette will take orders for all food and drinks.
Your orders will be placed on the table at the entrance to the breakfast room for you to collect.
Hand sanitiser will be available on food collection table.
The bar will be open. In line with current social distancing guidelines, a maximum of four guests will be allowed in the bar at any one time. The honesty bar will not be in operation, guests are not allowed behind the bar. Alternatively, drinks can be ordered and delivered to your room or delivered to reception for you to enjoy in the garden. 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. If you require anything (more milk, change of towels, clean cups and so on) then please ring the bell on the reception desk (which is regularly sanitised) and we’ll get replacements to you.
You will have a black bin liner in your room and if your bin requires emptying, place the white bin liner into the black bag and leave this outside your door. A replacement bag will be left for you. A small bag of anti-bacterial wipes will also 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 social distancing at all times. For your added safety we have introduced 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.