Steve and Clare, Garden Isle Hotels, Isle of Wight

Coronavirus (Covid-19) Updated 29th June 2020

Following the latest Government announcement, Luccombe hall Hotel, Luccombe manor Country House Hotel and Shanklin Villa Luxury Self Catering Holiday Apartments, will all re-open on Saturday 4th July 2020.

Please read all of our information below, so you can see how we plan to keep you safe during this period of time. 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

Guests will be welcome to arrive at the hotel from 2pm onwards. Please note, that due to additional cleansing, we cannot guarantee that your room will be available for check-in prior to 3pm.

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

Whilst we ask that guests do check-in at reception, we also ask guests not to congregate in this 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 Grand View Restaurant will be open for Breakfast 07:30 – 10:00 and for Evening Dinner 18:00 – 20:30. Should you wish to dine in the restaurant then you must ensure that you reserve a table at a specific time.

In addition we are offering a Takeaway Menu for Breakfast and Evening Dinner 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.

Leisure Facilities

Sadly, in line with Government regulations, our indoor and outdoor swimming pools and hot tubs will not be available.

The indoor games room will be available and families will be able to use the Nintendo Wii, Table Tennis, Trampoline, Air Hockey Table and Pool Table. Sanitising stations are available for your use in these areas.

The outdoor play area will be open and again a sanitising station will be available for your use.

Unfortunately, during this period of time, in order to minimise contact and protect staff and guests, it is not possible for guests to use the facilities at our sister properties. (Excluding guests who have pre-booked dining in the Grand View Restaurant at Luccombe Hall.)

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 santizer units to the entrances and restaurants of each business. We are also ensuring that TV and electric blind remote controls are santized 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 9am til 7pm Monday to Friday. 01983 869 000

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 cover-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