Covid-19 UPDATE
Your stay at polraen
With all legal restrictions lifted, we are delighted to be able to welcome our guests back now that ‘usual’ service can recommence once more.
In this ‘different world’, we recognise our guests will want the reassurance of knowing what we are doing to ensure the safety and hygiene of our establishment. You can have peace of mind in knowing that we have received approval from both Visit England and the AA to operate as a Covid secure establishment.
Whilst we may prefer to continue wearing face coverings and to socially distance, there is no obligation for you to do so. Our staff have the choice to do so, and with the best interests of all in mind we would leave it up to you to decide if you wish to continue to wear face coverings and to keep socially distanced during your stay.
latest covid update March 2022
Following the lifting of restrictions, we have reviewed our services and facilities and intend to continue a number of our Covid-19 hygiene protocols.
- For Summer 2022, we are operating a 3 night minimum stay policy, relaxed only for late availability
- We will continue to service rooms every 3 days rather than daily unless a daily service is specifically requested
- Our guest only bar and downstairs toilets will be open to hotel residents Mon-Sat from 6pm
- All direct bookings benefit from our Flexible Reservation Policy (see below).
Flexible Reservation policy
Direct bookings benefit from more flexible cancellation terms.
In the event of Covid-19 restrictions being re-introduced that cause you to be unable to fulfil your booking with us, we will transfer your deposit to alternative dates for up to one year and a new quote will be given.
Likewise, if you or a member of your party test positive for Covid 19 and cannot travel, we will ask for proof of a positive test. A photograph of the positive Lateral Flow test confirmed by the NHS notification alongside personal ID, e.g. Driving licence/passport should suffice. If cancellation occurs within 14 days of arrival, we will endeavour to resell the room(s) to mitigate your liability and carry forward recovered funds as credit towards a future reservation.
We continue to recommend UK Travel insurance for all holidays to cover cancellations that may be due to other reasons. Many policies include COVID now. Some banks also provide cover within their current account package – so always worth checking with your bank prior to purchasing cover.
Covid-19 Guest Information
What you can expect from us
- We will encourage social distancing where possible. Our staff have the choice to wear face coverings or not.
- Hand sanitiser will be placed in key locations in all common areas of the building.
- Our intensive and longer cleaning regime complies with standards for Covid-19.
- We maintain frequent sanitisation of all public areas including frequent touch points
- Check in/check out will be done with social distancing in mind.
- Any outstanding balance will be charged remotely and your invoice sent to you electronically.
Your bedroom is your bubble
- To reduce risk of transmission, we service bedrooms every 3 days rather than daily. We will enter your room for emergency cleaning or to address a maintenance issue.
- On arrival, we explain the resupply of towels, toilet rolls and refreshment of beverage trays.
- We live on-site. In emergencies, you can contact us at any time via the electronic bell at reception, messaging us or via phone on 01503 263956 or mobile 07939045810.
- We’re delighted to answer queries on sightseeing, timetables and help with restaurant reservations – but encourage you to message us or read our website Things To Do section.
Eating safely at polraen
- The conservatory is open for breakfast and as an evening picnic room.
- For Summer 2022, we will resume advance table settings and 'help yourself' breakfast buffet for all cold items, with hot dishes served to the table
- Waitress service will continue to observe social distancing.
- If a picnic/takeaway is eaten in the conservatory or garden, all items including food packaging and waste are to be placed in bins in the conservatory. Dirty plates etc are to be stacked for us to clear. We will wash them.
What we expect from you
Before you arrive – your digital registration form seeks confirmation that you have no symptoms of Covid 19.
- Contact us immediately if you or any of your party test positive before your visit so we can amend your reservation in accordance with our Flexible Reservation Policy.
- Should you have been around anyone with symptoms or who may have tested positive, we request that you take a lateral flow test before leaving home.
- We ask that you wash your hands before leaving your bedroom. Please use the hand gel at reception, when leaving internal public areas and every time you re-enter the building.
- Help us to run things smoothly whilst maintaining a social distance by cooperating with the changing of towels, emptying of waste bins and refreshment of beverage trays.
- Notify us immediately and remain isolated in your room, if you or anyone in your party are showing symptoms of the Corona virus (high fever, persistent new cough, loss of taste or smell, problems breathing). You will be expected to return home immediately if you can do so safely. If it is not reasonable for you to travel and you have to remain self-isolated on our premises, you will be financially responsible for any extension to your stay. Please see our full Terms and Conditions.
We appreciate your cooperation and understanding.
Keeping safe in Cornwall
Some of Cornwall’s key organisations have produced a handy ‘Keeping Safe in Cornwall’ Information sheet which you may find both helpful and reassuring. It’s been put together by Visit Cornwall, Cornwall Council, Devon & Cornwall Police, the RNLI and the NHS Cornwall Partnership. Lots of good tips plus exactly what to do if the worst happens! Click the button to download.
Book Direct
Telephone Gill & Martin
UK: 01503 263956 / International: 00 44 1503 263956
Telephone Gill & Martin
UK: 01503 263956
International: 00 44 1503 263956
