Steve and Clare, Directors, Garden Isle Hotels, Isle of Wight

Coronavirus (Covid-19) Updated 27th November 2020

Following the latest Government announcement,  Luccombe Manor Country House Hotel and Shanklin Villa Luxury will re-open to guests on 27th December 2020. We are delighted to advise that the Isle of Wight is in Tier 1.

Our Reservations Team are available to take your bookings between 9am – 5pm daily. Please call us on 01983 869 000.

We thank you for your support and very much look forward to offering you a very warm welcome when we re-open on 27th December.

Please read all of our information below, so you can see how we plan to keep you safe when we are able to re-open on 2nd December 2020. Please note that there are many changes in place to our normal services. As we ease out of restrictions, any further updates will be posted below.

How We Are Keeping You Safe

We understand how much uncertainty and concern there is currently regarding the Covid-19 pandemic. What we also understand is that you will still want to make plans for great getaways, but with as little risk as possible.

The relationship  with our guests is of paramount importance to us and as such, we want to re-assure you of the procedures we have put in place to protect both our guests and team.

Not only do we wish for our guests and staff to remain in good health, we want to do all we can to ensure that your stay with us is happy, comfortable and above all memorable for all the right reasons.

Our processes and precautions will be under constant review and we will follow all Government regulations.

Payment

We would very much like to reduce the use of cash within the hotels as much as possible. As such all purchases made within the hotel will need to be booked on to your room account. Whilst we will still take cash, we very much prefer that you settle your account by card, wherever possible.

Arrival

Your room will be ready from 3pm. Guests are welcome to arrive at the hotel from 2pm onwards and if your room is ready then we will grant you access.

We ask that guests do not travel if they have any symptoms of covid-19 or a temperature above normal (37.8 degrees C)

We request all guests to check-in online using the link emailed to them a few days prior to arrival.

We request all guests arriving from 24th September to download the new NHS COVID-19 App prior to arrival and scan the NHS COVID-19 QR Code on arrival at the hotel.  This is to aid NHS Track and Trace and keep both yourselves and our dedicated team of staff safe.

Please retain your room key for the duration of your stay and then hand back for sanitisation on departure.

Guests must wear a face covering in all public areas of the hotel, unless eating or drinking.

We ask guests not to congregate in the reception area. The reception desk is now fitted with a screen and in order to minimise contact, guest keys and arrival information will be placed in your room for your arrival.

Any guests requiring help with their luggage should make a request at reception or prior to arrival. Your bags will be left outside of your room.

Food & Drink

The Appley Restaurant will be open for Breakfast 07:30 – 10:00. Should you wish to dine in the restaurant then you must ensure that you reserve a table at a specific time.

We operate a strict table service only in line with latest government guidelines.

In addition we are offering a Takeaway Menu for Breakfast  that you are free to eat in your room or outdoors in our grounds. All packaging will be disposable. Room service is only available for the Takeaway Menu and will be left outside of your room.

Any bar and wine purchases must be signed to your room account, and settled preferably by card, prior to your departure.

For the protection of our team and guests, restaurant and bar staff will be wearing visors and tables will be spaced generally at 2m apart (or 1m with risk mitigation where this is not possible).

Additional external seating has been made available should you prefer to enjoy the takeaway menu outdoors.

Evening Dinner is available 18:00 – 20:30 at The Grand View Restaurant in our adjacent sister hotel, Luccombe Hall, but a table and time must be booked and confirmed in advance.

Leisure Facilities

In line with Government regulations, our outdoor swimming pool has now re-opened, but is subject to the restrictions, details of which can be found on our Vamoos App (location id: Manor)

Hotel guests are now also able to use all of there facilities at our adjacent sister hotel Luccombe Hall., except for the sauna and changing rooms, which remain out of use until further lifting of restrictions is advised by Government.

Our beautiful spacious cliff top setting with breathtaking sea views still offers a wonderful place to relax and enjoy a memorable getaway.

Housekeeping & General Cleaning

Hotel rooms will be fully sanitised and serviced prior to your arrival.

Should you require us to NOT service your room during your stay please advise us on your arrival.

Finally to any of our guests visiting our hotels and apartments, we want to assure you that in addition to our exceptional high standards of cleanliness, we have also added hand santiser units to the entrances and restaurants of each business. We are also ensuring that TV and electric blind remote controls are santised between guests use and placed in sealed plastic bags. The Housekeeping team are also regularly santising all hand touch surfaces.

Departure

Guests will be required to check out and leave the hotel by 11am on the day of departure.

Reservations

As such we will be re-opening our reservations Office from 08:30am til 8pm Monday to Sunday. 01983 869 000

Due to the “Rule of 6” we are unable to accept bookings for more than 6 persons at this time, unless they are from the same household.  If you are intending on making a group booking, please call our Reservations Team on 01983 869000 and we can advise of options available to you.

We appreciate that many of you may be concerned about booking a break away right now and so we have temporarily amended our cancellation policy to ensure you do not lose out.

As such, should you or any of your household feel unwell with covid-19 symptoms, then you may cancel your booking and any deposit paid may be transferred, free of charge, to a future booking within the next 12 months. You will not lose your money.

Please be assured that we are constantly monitoring the situation and are following all Government guidelines to ensure you have the best experience possible when your stay with us.

You can keep yourself up to date regarding Covid-19 and travel recommedations by visiting the Government website at:

https://www.gov.uk/guidance/coronavirus-covid-19-information-for-the-public

We look forward to welcoming you soon.

Kindest regards

Clare & Steve