Following the recent government announcement on September 22 we want to further reasure guests that all additional measures are in place to ensure all guests have a safe and relaxing stay with us. We want to reassure you that you can have confidence when booking a stay with us, whilst we endeavour to make your stay relaxing and pleasurable. The health and safety of our guests and staff continues to be paramount.
We have thought hard about this, to balance keeping guests safe and reassured, whilst ensuring you enjoy your holiday, as many people want to escape and take a well deserved break from the last few months. Torbay Council have produced a Covid-19 toolkit for the hospitality business, which we will fully adhere to. This includes a risk assessment, action plan and guidelines for both guests and staff during your stay. You will find details below of the actions we are taking at The Torcroft to keep us all safe following completion of a risk assessment. This policy is based on Government guidance for hospitality businesses, which has been revised this morning. As government advice changes, we will update this document so if your booking is some way off, you may wish to check back nearer the time and have another read.
We pride ourselves in our high levels of cleanliness. Our cleaning products fully adhere to government guidelines so you can be reassured that rooms and the communal areas will be safe and clean throughout your stay, supported by an enhanced cleaning schedule. We were rated 5 by the Food Standards Agency when The Torcroft was inspected in December 2019, so you can be fully assured that food preparation and cooking will be completed to the highest standards.
We have changed some of the things we do to ensure the safety of everyone in the building. Please read through the list as some of these will affect your stay, whilst delivering our high-quality guest experience including the little touches where possible.
Before you stay
In accordance with Government advice, please do not travel to The Torcroft if you or anyone in your party is showing any of the common symptoms of Coronavirus. If you feel you have symptoms of a fever prior to your arrival, we will happy cancel your booking and refund you deposit in full, or simply re-book at a convenient time at no extra cost. To ensure you can book with confidence all bookings for 2020 can be re-arranged at no extra charge for a future date. You may wish to download the NHS Track and Trace app prior to your stay, for additional reassurance.
Arrival and check in
From the moment you arrive we politley ask all guests wear face coverings in all commual areas, and continue to do this throughout your stay. If you arrive at the same time as another party please wait until they have checked in to observe 1m social distancing, or come and wait in the lounge. Hand sanitiser is available at the front door and to use every time you enter The Torcroft. Hand sanitiser is also available throughout The Torcroft in public spaces, and we ask you use when using the communal areas including the dining room, lounge and bar. We know many people do this automatically now anyway, so Keep Calm & Keep Sanitising!
Please note that we have a medical grade infrared thermometer on site if you are feeling unwell and would like a temperature check during your stay. If a temperature of of 38°C or above is recorded, we will ask you to return home and self-isolate as per the Government guidance. We will rearrange your stay for any outstanding nights at a future date at no extra cost. Documentation is completed on arrival, so it would be useful if you had your own pen to use to sign. Every key will be sanitised for each new guest.
If you do not require luggage assistance, we will not come to your room with you and instead will direct you to it. If you would like us to carry your bags to your room, we will follow you at a safe distance and place your bags outside your door. We will sanitise our hands immediately afterwards. We are of course available throughout your stay to assist with restaurant bookings and local information, as leaflets have been removed from communal areas.
Corridors and stairways
If you see someone coming down the corridor or stairs, please stand back whilst they pass. We suggest you allow priority to those coming up the stairs. Government guidelines remains observing a 2m social distance wherever possible, and 1m if not. Due to the generous communal space we offer during your stay we are positive that this can be observed and should not impact on your stay.
Please note that it is now government legislation that all guests are advised to wear masks in communal areas during their stay.
Guest information folders have been removed from each room and has been replaced with a welcome letter, containing all the room information. If you would like any additional information during your stay, including regarding restaurants and local attractions, please just let us know. The decorative cushions and runner has been removed from bedrooms to make cleaning and sanitising easier. All the white linen and towels in your room are commercially laundered at high temperatures using cleaning chemicals. Thermal disinfecting has always been considered sufficient for killing any virus and is the standard wash process used by our laundry supplier, South West Laundry.
The ironer process operates at 170°C, providing further protection, so we are confident that our linen is safe for guests. Each hospitality tray will be simplified to minimise the number of items. All replacement items will still be available on request, and we will dispose of items after each guest - or please take them home so they are not wasted! The TV remote control will be sanitised prior to arrival in each room, as part of the deep cleaning process. Our complimentary St Kitts Herbery products have been removed from rooms so we can ensure there is no cross contamination. Complimentary products are available on request and will be sanitised when each guest checks out. We would ask you to wash your hands both on entering and leaving your bedroom. Antibacterial hand-wash has been provided for your stay.
Communal areas will continue to be cleaned on a regular basis. This will include corridors, staircases and door handles. We will sanitise our hands after each room is cleaned and wear face masks during the cleaning process, to reassure each guest. However if you decide during your stay you would rather your room is not serviced just leave the bauble on your door. We can accommodate you if you leave your bin outside your room and simply replenish your room supplies when we see you - whatever you prefer.
We have introduced 2 sittings for breakfast, so tables can be safely set apart and assure you of a relaxing breakfast experience and stagger guests in our dining room, extending breakfast times to 8:30-10:15. Alternatively you can sit on the terrace if you like during either sitting weather permitting. Glassware, crockery and cutlery always goes through the dishwasher at high temperatures, so it is fully sanitised prior to each use. Items from the breakfast buffet will be on menus, so there will be breakfast service for all items. Menus have been updated so the items available will be listed for you so that we can serve you anything you require from the kitchen. Salt, pepper and sugar will now be available in disposable sachets. Jams and butter will be available on request rather than on your table and cutlery will be brought to the table, rather than left out. We were rated 5 star for food hygiene (the top rating) and adhere to the highest standards of cleanliness and food safety.
The downstairs communal WC will be out of use for the foreseeable future, for the safety of all guests.
The bar, lounge and dining room will now be closed at 10pm sharp. Guests are welcome to order drinks to enjoy in their bedrooms for later drinks. We offer guests the option to use the dining room during the evening if they want to have a takeaway during their stay. During your stay the best way to pay for drinks or snacks would be using contactless wherever possible, and will continue to accept cash.
Before you check out, please leave out any hair dryers or hair straightener mats if you have used them during your stay and we will sanitise them. We ask that all guests pay their bar bills prior to checking out and where possible contactless is preferable. Room keys should be left on the shelf at reception in order for us to sanitise them prior to the next guest checking in. If other guests are also checking out please just relax in the lounge area or on the terrace.
Should you feel unwell any time during your stay with any Coronavirus symptoms then you must notify us immediately. In line with Government guidance, you will be asked to check out immediately in order to self-isolate at your home address. Should your symptoms become worse you should seek medical advice.
Official government guidance is as follows;
‘If a guest is displaying signs of the Covid-19 virus while staying in overnight accommodation for a permitted reason, they should inform the accommodation provider, immediately self-isolate where they are to minimise any risk of transmission, and request a test. If they are confirmed to have Covid-19, they should return home if they reasonably can. They should use private transport but only drive themselves if they can do so safely. If a guest cannot reasonably return home (for example because they are not well enough to travel or do not have the means to arrange transport), their circumstances should be discussed with an appropriate health care professional and, if necessary, the local authority. Guests should follow government guidance on dealing with possible or confirmed coronavirus (COVID-19) infection. Once the guest has returned to their main residence, they should continue to follow the government guidance on self-isolation, household isolation and social distancing. If the guest cannot return home, the guest will be expected to pay all costs.’
70% alcohol hand sanitiser is available at the front door, as well as in reception to clean your hands as you enter the building and open the front door safely. On warm sunny days, particularly when we are in the office, the front door will be open. We will ventilate the building as much as possible, which is Good Practice.
When using communal areas, including the lounge, bar, dining room and smoking area on the garden terrace, please remain 1m from other guests. Fire doors throughout the building are held open on auto-release magnets so there are no doors to open apart from your own bedroom door and the front door. On hearing the fire alarm, please evacuate as normal and keep a 1m distance from other guests and congregate outside in the car park.
We take and record temperature checks for all staff on a daily basis. If one of us are tested positive or need to self-isolate, we may need to cancel your booking at short notice. If this happens, a full refund or alternate dates will be offered. Should you require any additional information or have any questions before your stay, please email us at firstname.lastname@example.org or call us on 01803 298 292.
The above represents a sample of the new health and safety measures being implemented at The Torcroft. This list is not exhaustive and will be reviewed and re-evaluated regularly, and is subject to change based on the guidance of the WHO, central government, Public Health England and Torbay Council. Correct as per Government Guidance 24.06.20