Pinegrove Hotel Coronavirus Guest Statement

Dear Guest,

Over the past few weeks, we have been getting ready to go back to semi-normality – what will be known as the new normal for the time being. The Pinegrove has remained open throughout the lockdown period to provide accommodation for NHS staff and other key workers. Due to this, we have already put into place the measures recommended by the Government and Public Health England to protect both our customers and our team members. This includes:

Social Distancing: Keeping a two-metre distance between our staff members and our guests at the reception, public areas, corridors, and stairways.

Enhanced Cleaning: The hotel has been cleaned to an even high degree than normal, with a particular focus on touchpoints such as handles, switches, remote controls, and high contact furniture.

Personal Protective Equipment: All of our staff members have been provided with the relevant PPE in each of the hotel departments and been given the appropriate training.

Sanitizer Stations: Alcohol-based hand gel is available for all guests when they enter the building and in the reception area. These measures will be enhanced as we reopen more parts of the hotel.

Card Payments: All guests are asked to use card payments only to prevent unnecessary touching of surfaces. Card machines are wiped with disinfectant between uses.

Bedroom Entry: Our team will not access guest bedrooms for housekeeping or maintenance during a stay without their permission. Replacement towels, toiletries and tea and coffee will be left by the bedroom door on request. If a staff member must enter a bedroom, the guest will be asked to leave so social distancing can be maintained.

Team Training: All team members have been trained in correct cleaning processes and have been provided with the necessary equipment to maintain a high level of hygiene and cleanliness in the hotel.

Monitoring: Any team member or guest with symptoms or someone in their household who has symptoms should self-isolate in line with PHE guidelines. We have put in place hands-free temperature checks for those arriving to the hotel. Guests may be asked to leave if they are showing signs and symptoms of COVID-19 for the security and protection of our guests and team members.

This document will be updated along with government announcements, guidelines, and industry best practice.

Information on the Coronavirus

We ask that any guest who has had any of the following symptoms to self-isolate and reschedule their visit until they have been cleared of symptoms for 14 days or have been declared fit to leave the home by a doctor:

  • Cough
  • Fever
  • Breathlessness
  • Sore Throat
  • Headaches
  • Loss of Taste
  • Loss of Smell

The hotel reserves the right to refuse entry and cancel reservations if the guest displays such symptoms.

Hotel Entrances and Public Areas

Social distancing applies everywhere including public areas and outside entrances.

To support the Government’s essential emergency measures we are required to monitor the number of people entering our premises and using our lobby to ensure social distancing rules are observed.

Please help us by respecting social distancing and keep 2 metres (3 steps) apart from others.

Please do not congregate in any of our public areas. This includes outside areas of the hotel and at entrances.

We have provided hand sanitizer stations at primary entrances and key high traffic areas to allow guests and staff to keep their hands clean.

High contact areas such as door handles, the reception desk, and bannisters are cleaned regularly.

Reception and Check-in

Team members must remain behind the reception desk during guest check-in.

Social distancing of at least 2m (3 steps) must be observed at all times.

Desktops and office equipment such as keyboards and mouse are sanitised regularly.

Guests are reminded to use contactless payments to avoid unnecessary contact.

Pens are wiped down with disinfectant wipe after each guest use and guests are encouraged to use their own pen when possible.

Hand sanitizer is available from the reception and guests should wash their hands on arrival.

We may require guests to undergo a temperature check upon arrival.

Corridors and Passageways

Guests and staff should try to avoid each other in corridors where possible.

It is inevitable that there will be passing of each other in some circumstances. This momentary social distancing lapse is okay.

Try to observe social distancing whenever possible by waiting at doors for others to pass and keep close to the side of the corridor so there is as much distance as possible between you.

Restaurant, Bar and Other Services

We are pleased to announce that our bar is now open to both guests and locals. For the time being the restaurant will remain closed.

Strict measures are in place throughout the bar, and we ask that all guests follow signage and instructions from staff.

Hand sanitizer stations have been placed around the bar area so guests can keep their hands clean. We ask all guests to wash their hands on arrival as well as throughout their time in the bar.

Guests must maintain social distancing measures as outlined by the latest government advice. You can find the most up to date information here.

 We ask that guests avoid moving furniture around as it has been specifically placed to allow socially-distanced seating.

All guests that visit the bar are required to provide their name and phone number or address. Failure to do so means that we will not be allowed to serve you.

Guests are not permitted to sit at the bar and must only come up to the bar area to order drinks. We ask that guests use card payments as much as possible.


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