+44 (0)1834 843033

Guest Safety

October 2020

Guest Safety

As we gear up to open our doors once again and welcome guests from Wednesday 11th November, we have adapted and transitioned our way of working to ensure our staff, guests and community remain as safe as possible.

I'd like to thank you in advance for your patience and understanding of the responsibility that we all have to each other, and for our new ways of working. I hope that despite the changes made to ensure maximum levels of safety, that you will have a relaxing, welcoming and enjoyable time at Penally Abbey.  We all hope that it will feel the same, with our team caring for you and delivering the same attention to detail and the lovely, friendly service that you are used to.

We are doing everything we can to go over and above the Government’s guidelines for safety in hospitality and will be adhering to the legal requirements that have been set out. We firmly believe that this needs to be a joint effort, so we ask you to please play your part, along with our team, in keeping everyone safe.

Please see below for more information about your stay and what it will mean for you.

Pre-Arrival

Rule of six

All reservations must consist of a maximum of 6 people from your extended household or support bubble (under 11s are exempt). We can also welcome bookings of 4 for four people from different households.

Symptoms

If you, or any household member are displaying any symptoms of Covid-19 (this includes but isn't restricted to a high temperature, consistent cough or loss of your taste and smell), then we kindly ask that you contact us to postpone your stay for the safety of everyone.

NHS Track & Trace

The NHS track and trace poster will be displayed at the front entrance of the hotel. If you have the NHS Covid-19 app downloaded to your mobile phone you can quickly and easily 'check in' to Penally Abbey Hotel and Rhosyn Restaurant by scanning the QR code. If you do not have this app, we will be asking every guest to leave details so that we can submit these to NHS Track and Trace. This can also be done at our reception. 

Local Lockdowns

If you live in an area or country which faces or is in a local lockdown, we respectfully ask guests to call and re-arrange with our reservation team to either cancel or postpone. We have the discretion to refuse admission to guests from areas with higher cases of coronavirus. 

From Thursday 5th November until December 2nd, we cannot welcome guests outside of Wales. 

Please read our full cancellation policy here.

Check-in and Arrival

We kindly ask that guests do not arrive at reception to check-in until 3pm. This is so that our Housekeeping Team has time to implement the additional cleaning and ensure the highest cleaning standards for our guests safety. 

Face Coverings

In order to adhere to government guidelines, we now ask that all guests wear a face covering on arrival at the hotel and continue to wear it throughout their stay, whilst moving around the public spaces. Face coverings do not need to be worn in Rhosyn restaurant whilst dining or whilst relaxing in one of our squishy armchairs or sofas.

New entrance to the hotel

We have a new entrance to the hotel to ensure that guests coming in and leaving the building cross over as little as possible. The entrance will be through the large outdoor Courtyard door and will take you directly into the reception. There will be clear signage when you arrive to guide you.

Hand sanitiser will be placed at the entrance and at key areas around the hotel. We politely ask that you sanitise your hands before entering the hotel and throughout your stay. 

Card Payments Only

We will no longer be taking cash, only card payments for all transactions.

Luggage and showing you to your room

This very much goes against our warm, welsh, welcoming nature and customer service standards, but for the forsee able future we will be providing guests with directions to their room and will be unable to store any luggage. We always usually offer to carry guests luggage to their room but will be refraining from doing so in order to maintain adequate physical distancing. However, if you require a bit of extra help then do please let us know before you arrive and we will be delighted to assist in any way that we can.

Public spaces

Extra Cleaning

Our bar, sunroom, drawing room and restaurant will have further enhanced cleaning procedures to include extensive cleaning of high touch areas and shared surfaces throughout the day. 

Physical Distancing

Maintaining a physical distance from others is absolutely essential to stop the spread of the virus but it doesn't mean that we cannot be sociable! We have adjusted our table and chair layouts in the restaurant and drawing room to allow for the required distancing but in a way that we hope won't feel like you cannot enjoy interacting with our team.

Penally Abbey is an old building and we love its character and rich history. However, this can make it difficult for hard and fast rules. We ask all of our guests to please use common sense and be responsible for your own physical distancing whilst moving around the hotel during your stay. We will be asking our team to do the same for you. 


Bedrooms & Bathrooms

Every bedroom and bathroom will be fully ventilated, cleaned and disinfected vigorously following each stay.

All linen and towels will be safely removed from the room and washed professionally on a high heat using sanitising solution. Any printed and non-essential items will be removed from guest rooms to avoid any cross contamination. 

If you are staying with us for longer than one night and unless you specifically request it, we will not be doing daily room checks. This is so that no-one other than you, will be entering your room for the duration of your stay.  

We can happily leave anything that you’d like outside your bedroom door, whether it be fresh towels or extra biscuits!  

Rhosyn Restaurant | Dinner, Afternoon Tea and Breakfast 

Booking to dine

All dining times must be booked in advance, including breakfast to allow for social distancing and so that we are able to record and complete track and trace as accurately as possible.

We suggest booking your desired times prior to arrival in order to avoid disappointment and politely ask that all guests stick to their booking in order to avoid too many people in the restaurant at any one time. It also means that our team can maintain the service that they pride themselves on, without feeling at risk or unsafe.

Breakfast

Breakfast will be served at guests tables as sadly our much-loved breakfast table is not viable with current guidelines. But rest assured that the same delicious breakfast bits will still be available to order.

We'll be asking guests to pre-book their breakfast either on arrival or a few days before they arrive.

 

Dinner & Afternoon Tea

Our timings will be a little more staggered than usual in order to support physical distancing within the restaurant. 
It may also mean that for non-residents in particular, that you will be shown straight to your table as opposed to taking your order in the bar or drawing room spaces. 

You will notice a number of other small changes that have been put in place to maintain hygiene standards and to limit the number of times our staff come over to the table. We hope that this will help all of our guests to feel safe and able to fully relax and enjoy our delicious food and drink. 

Closing at 10pm 

In order to adhere to Government restrictions, we sadly have to close at 10pm to all non-residents. Last drinks orders will be at 9.40pm for non-residents.

Our last table sitting will be at 8pm. However, we are tentatively taking 8.30pm bookings for any guests who are happy and aware that they need to leave the restaurant by 10pm. 

Resident bookings

Last drink orders at the bar will be at 9.55pm for guests who are staying at the hotel. Guests are then more than welcome to enjoy the drawing room and bar until a little later.

Check-out

On the morning of departure all bills can be paid in reception. There is a box on reception where we ask all keys to be left on check-out. If you would like to have a contactless check-out, please call us from your room and we can take payment over the phone. 

Please leave your key in your room if you do not pay your bill in reception. We would also appreciate it if all guests pop their heads into reception to let us know that they are leaving, both to bid you farewell and so that we can let our housekeeping team know that you have checked out.

Please do not hesistate to get in touch with us if you have any further queries or worries about coming to stay at Penally Abbey or dine at Rhosyn Restaurant.

You can contact us on info@penally-abbey.com or call us on 01834 843033.