~  YOUR WELL - BEING ~

As a result of the pandemic, we have made changes to ensure that for both our guests and staff, safety is our priority. Whilst we know that this ‘new norm’ is very different, we also want to put things in place to give you all peace of mind to enjoy your break with us. To that end, for those of you who know us already, it’s more about highlighting changes, and for new guests it’s providing some insights, so you know what to expect and feel comfortable you’ve made the right choice for your stay.

Booking

When you book with us, you will receive a confirmation, and we will be happy to answer any questions you may have, but in addition to that, we shall forward to you an FAQ( Frequently Asked Questions) document covering typical aspects of your stay. We shall be updating this on a regular basis.

Health & Well-Being

We ask that you continue to monitor your health and well-being prior to arrival, and in line with Government guidance (https://www.nhs.uk/conditions/coronavirus-covid-19/symptoms/), and DO NOT TRAVEL if you have the following:

  • A high temperature, or a new persistent cough, or a loss of taste and/or smell

  • Have knowingly come into contact with anyone displaying the above symptoms within the last 14 days

  • Are living with someone in self-isolation or should be self isolating yourself

  • Are living in a lockdown postal code area, in or a country which adheres to different government guidelines

Pre-Arrival

As it draws closer to your check-in date, we will contact you and take you through our new procedures, and confirm your expected arrival time, and ask if you have any other special dietary requirements, or allergies that we need to be aware of to make your stay more comfortable.

Check-in/Check Out times

To enable us to comply with UK legislation, and maintain the optimum safety standards for you, we are amending our check-in time to 3.30p.m., and check out time to 1000a.m. This will allow us extra time to carry out deep cleans in the property. We understand that this is more restrictive than previously, so we ask for your co-operation, and would like you to bear with us on this As government guidance changes we will look to amend this.

Temperature Check

On arrival, we will do a simple health check. If arriving by car, we will ask you to wait in our car park and we will meet you at your vehicle and take your temperature. If you arrive by other means, we will have marked up a designated 'Waiting Area' at the front of the building where we will meet you and do your check there.

IMPORTANT

In the event that your temperature exceeds 38.00 degrees centigrade,(or 100.4 fahrenheit),we will ask you to comply with government guidelines, by returning home and self isolating. We will be unable to offer you a refund, but will be happy to re-book you at a later date.   

Luggage

We would ask you to manage your own luggage. However, if that is not an option for you, we will take it and leave it outside your room for you. We will do this observing best practice procedures for sanitising hands and social distancing.

Keeping you safe

From the moment you arrive, you will see notices and stickers referring you to adhere to social distancing guidelines, keeping at least 2 metres apart. We will be operating at a reduced room capacity for what we hope to be an interim period, so we believe that by us mutually demonstrating common courtesy to each other, we can move around the building relatively comfortably, and we ask our guests to be aware of others around them, when using the stairs to their rooms, and the corridor at ground level which links ground floor rooms, the breakfast room and the main reception and entrance.  

Sanitisers

These are provided throughout the property. These are located at reception, outside the breakfast room, on the mezzanine floor, and on the first floor. We encourage guests to use these regularly during their stay. We also ask you to observe social distancing practices. We ask you please to sanitise when you enter and exit Carlton Court, your own room, and the breakfast room  

Registration

In reception, there will be a table placed by the reception desk which will have your personalised ‘Welcome Pack’. This will contain your room key, details about your room, how you can reach and communicate with us, plus related information . It will also include a small selection of brochures and  directions to help you acclimatise.  Your pack will be prepared for you individually and disposed of after departure.  You will also see a ‘Return Key’ box on the same table.  We ask you to deposit your room key here when you check out.  Your key will be sanitised before and after your departure.

All payment will be taken in advance of your arrival. If you have not stayed with us before, we will  ask to see some identification with a photo, namely, a driver’s licence, passport or identity card. card.

Locating your room

Observing 2 metres social distancing guidelines, we will firstly take you to the breakfast room, and show you your designated table for the duration of your stay, and briefly outline how the breakfast service will operate.  More details will be given in your room folder. 

Guest Bedrooms

Your guest bedroom will look a little different, this time around, as we’ve removed bedspreads, runners and all soft furnishings. This has been done both to reduce any risk of infection from the virus and to make cleaning and sanitising easier and more effective. In this new environment,  we’ve had to remove our usual more ‘bespoke touches’ replacing Terry’s homemade biscuits with individual pre-packed options. We will still provide toiletries and sanitiser for your personal use, and there will be a list in your room folder of additional items we can provide for you if required.

Room Servicing

To comply with recommendations with Public Health England, we will not be entering guest bedrooms as before to service rooms.  We will be asking you to place the following outside your room for collection:

  • Rubbish to be disposed in your bin for us to collect

  • Any dirty crockery, plus your milk bottle if you would like that replenished

  • Dirty laundry or bedding that needs to be replaced

For your information, all crockery and cutlery will be washed in our dishwasher and not handwashed.

Laundry/Cleaning Pack

We will provide a laundry basket with extra bin bags for your use. This will be placed in your wardrobe.

Towels

Where possible we would ask you to re-use your towels .

Hospitality Items

We have a check list of consumables in your room folder.  We will stock your room at the beginning of your stay. If you run out of any items, please leave your completed sheet with outside your door each day. Any consumables being replenished, we will leave outside your room door.

Room maintenance

If a situation should arise where we would need to enter your room, we would require guests to have already vacated their room for 30 mins. We will only enter rooms wearing the required PPE,  and will sanitise hands before and after. Please note, further details will be found in your room folder, and of course please feel free to ask us if you have any questions that you need clarified.

Room Servicing for longer stays of more than 4 nights

We will agree with guests on an individual basis, how we will do this, as will need to do a full service of your room, at related intervals depending on the length of your stay.

Breakfast

We will now only be offering 4 tables in our breakfast room, and will have set times at quarterly intervals starting at 0815, with the last sitting at 0930. This will enable us to clean and sanitise tables as they are used , and we ask for your co-operation in adhering to your allocated time.

Menu

The breakfast menu will be included in your room folder . We will not have the buffet table laid out as before. However,  we will still provide cereals, fruit, and croissants as a lighter option. The only difference now is that you need to pre-order in advance, and we will serve you. We are continuing to cook to order, but again will ask you to complete a pre-order form for each day. Our range of menu choices will meet most dietary requirements, offering our full English, plus vegetarian, gluten free and vegan options. Your pre-order forms will be found in your room folder. We need to receive those by 7.00pm on the previous evening.

Food and Drink on Arrival

Guests have the option to choose either a complimentary drink on arrival which will be  either a glass or wine, or beer or a soft drink. Alternatively, you can pre-order a Devon Cream tea, priced at £5.00 per person. See details below:

Devon Cream Tea

This includes 2 scones (per person) with jam and/or clotted cream, served with either tea or coffee. Please note, this must be pre-booked and is served in the breakfast/dining room between 3.30pm and 4.30pm only. For guests who have booked on a package or promotion, this will already be included in your rate.

Takeaway Policy

Our existing cancellation policy strictly states that we DO NOT allow takeaways in guest rooms, and we continuing to maintain that. However, during this period of our ‘new norm’, we will open up our breakfast /room between 6.30p.m. and 7.30pm. in the evening. If you wish to book a slot, we will lay a table up for you with disposable plates, napkins and plastic cutlery. We ask you please to clear your table, and place rubbish in the bin provided when you have finished, and we will then dispose of it for you.  To reserve a table, you just need to let us know in advance before you go off for the day.

Honesty Bar

Sadly during the time, we’ve had to ‘retire’ our Honesty Bar. However we will have a reduced Bar List so if you would like anything just let us know. 

01803 200113

 18 Cleveland Road, Torquay, Devon TQ2 5BE