Coronavirus Statement – Continuing to keep you safe
19 July 2021
Even though there have been changes to government advice, we are going to keep the following protocols in place
for the time-being. This is for the health and safety of our guests, our colleagues and the wider community.
In order to keep our exceptionally high standards, and for you to have the Spa Break or Spa Day that you deserve,
we have carefully examined every area of our business and we are pleased to announce that “We’re Good to Go”
and COVID-19 Confident.
We will e-mail you a Pre-Arrival Consultation Form which we would ask you to complete and return to us prior to
your visit. The form asks you to make a declaration about your health and reminds you what you should do if you or
a family member become unwell prior to your visit. We would also kindly ask you to advise us of your arrival time in
As always, we will be there to greet you and bring in your luggage as required. A screen has been placed at
Reception and we will continue to wear face coverings but we will still take you to your room as required and settle
you in. If you are staying with us your key will have been sanitised and will already be in your room.
Although we will already have all your personal details, we do still have the Government’s Test & Trace App on
display and we would encourage you scan your app if you have it.
Face-Coverings, The Team & You
In order to keep you and all team members safe, we will continue to wear face-coverings and masks as appropriate.
All staff members have undergone COVID-19 training and know the procedures should they show any symptoms.
Staff temperatures will be checked before their shift and anyone with symptoms or who has a family member with
symptoms will be asked to self-isolate in line with PHE guidelines.
Published guidance is clear that the wearing a face-coverings reduces the risk of spread of Covid-19: We would be
grateful if you continued to wear a face-covering in all public areas including whilst waiting for treatments and in
salon areas. You do not need to wear your face-covering whilst sitting to eat, in spa facilities (except for the
Relaxation Room) or whilst exercising.
On top of our usual high levels of hygiene, extra time will be given to allow for the enhanced cleaning measures that
have been put in place including sanitising of TV Remotes, switches and all contact or touch points in the room. We have temporarily removed unnecessary soft furnishings and the information folder in your room. You will now
find temporary room information on a laminated sheet along with other details regarding treatments etc… These do
not look as nice but they are easier to clean and sanitise.
Servicing of rooms will resume for longer stays; this will not be daily and will not take place should you not require
it. If we do enter your room for servicing or for any maintenance, we will wear appropriate PPE and may have to ask
you to leave the room to maintain social distancing.
All treatments are now available – including those lovely facials! – but we have had to make small adaptations to a
couple of treatments. Details of these are on our website.
All of our therapists have carried out COVID-19 Professional Beauty Industry training and will be wearing
appropriate masks as required.
Additional time will still be given between clients to allow for treatment areas to be cleaned and sanitised properly.
This may lead to treatments being booked through slightly differently during the day but we will keep changes to a
If you have any questions, please remember that we are here to help and are very happy to discuss any issues or
concerns that you may have.
Although the Changing Rooms are open, Spa Break Guests will still be asked to change into their robes prior to
departing their rooms for treatments. We would also kindly ask that you shower in your room rather than in the
Waiting for treatments
We will continue to ask all Guests to wait in the Guest Lounge prior to treatments from where you will be
collected by your therapist. Please do not go directly to the salon until invited. We would ask that guests respect
the personal space of other guests whilst waiting and when moving around the building.
All spa facilities are open. The spa pool, steam room and sauna will be booked for individuals or those in a “bubble”
for private use. We simply ask that everybody still keeps to the time-slot given.
We deep-clean these facilities at the beginning and end of the day and have a strict, regular cleaning routine during
Our Relaxation Room is open and will have pre-booked times if required as we ask that no more than four ladies use
this room at any one time. We have temporarily removed magazines and other reading material along with soft
furnishings, blankets etc…
All spa areas will be subject to enhanced levels of cleaning and sanitisation at regular intervals.
All linen is sent out for commercial, professional cleaning at high temperatures and with sanitising products. Towels
and robes are laundered in-house at correct temperatures using Halo Commercial non-bio products proven
scientifically to kill viruses.
Although we will continue to provide robes you are very welcome to bring your own if you prefer. Enhanced Cleaning
New and enhanced cleaning and sanitising protocols have been put in place for all public areas including the spa and
gym as well as guestrooms and on all “touch-points” throughout the building. There will be regular extra-cleaning
throughout the day.
Throughout the Spa you will find sanitising stations and hand-washing facilities. Please remember to wash your
hands regularly; before and after treatments, dining and when re-entering or leaving the building.
The age and layout of our lovely Victorian villa means that we are unable to put in place a complete one-way system
so we kindly request that you respect the personal space of other guests in public areas such as corridors and allow
other spa users plenty of space to pass in appropriate places.
As we are unable to currently provide you with any books or magazines please remember to bring your own with
We can now accept groups larger than 6 but we have taken the decision to limit the numbers to maintain the safety
levels outlined above.
Departure/Final Bill etc…
You can settle your bill, as always, by credit or debit card (our card machine will be sanitised before and after each
use) or by bank transfer if you prefer.
If you become ill before your Break or Spa Day
Should you or a member of your household become unwell or show symptoms of COVID-19 before you are due to
visit, we would ask you not to travel and to call us to postpone your visit. You should then follow PHE guidelines.
We have put in place temporary cancellation policies should you need to postpone your visit. We are very happy to
transfer your booking to a later date within 6 months of your initial visit. We are unable to offer a refund in these
If you exhibit symptoms during your stay
Should you show any symptoms of COVID-19 during your stay, we would ask you to stay in your room and contact
us by phone. You should then contact the relevant authorities to arrange a test. Actions following this will depend
on the outcome of the test.
We hope that you can see that we are still making every effort possible to keep your visit as safe and secure as
possible and please be assured that we will continue to adapt to any changes in guidelines as they occur.
A full printable version of this statement is available here – Coronavirus Statement 190721