017687 76994 or 07803 468048 stay@highside.co.uk

Highside Farms’ Policies & Procedures

We are delighted to let you know that we have been working hard to ensure everything is ready to open our doors safely once again and we are really looking forward to welcoming you back.

Pre and post re opening we are committed to ensuring the welfare and safety of both you and our staff and have implemented a range of new policies & procedures in this respect, outlined in brief below. These have been developed after careful review of best practice from around the country and are following all government guidelines. We will respond promptly to any new or amended guidance issued by the government and update our policies accordingly. Due to Covid 19 restrictions there will be a minimum 2 night stay on all reservations, & check in is strictly after 3:00PM, this is to allow us sufficient time to deep clean the rooms. For any queries or questions you may have, please contact Abby on 07803468048.

 

QUICK LINKS

  1. BEFORE YOUR STAY
  2. ON ARRIVAL
  3. DURING YOUR STAY
  4. CATERING
  5. CONTACTLESS PAYMENT POLICY
  6. ENHANCED CLEANING & HYGIENE PROTOCOLS
  7. THE TEAMS & OUR SUPPLIERS
  8. SOCIAL DISTANCING
  9. OUR CANCELLATION POLICY
  10. MOVING FORWARD
  1. BEFORE YOUR STAY

We have implemented an enhanced cleaning procedure to ensure your room/pod is sanitized & safe prior to your stay & we will also be carrying out contactless arrivals. Before arrival we would ask that you pay the outstanding balance and check in online, you will receive an email on the morning of arrival that will prompt you to do this. Once the balance has been paid & you have checked in online you will be shown the 4 digit passcode which will allow you to access the pod keys inside the master lock key box that is located on the wall next to your door.

  1. ON ARRIVAL

Following government guidelines we will be carrying out contactless arrivals, all of our Glamping Pods & B&B Rooms are clearly named numbered & you can refer back to your confirmation email to clarify which pod or room it is you have booked. On the morning of arrival you will receive an email that will prompt you to pay the outstanding balance on your booking and also check in online. Once you have checked in online you will be shown the 4 digit passcode that will gain you access to your keys. If you require any assistance on arrival please do not hesitate to contact either Abby or Corinne.

  1. DURING YOUR STAY

We will not be carrying out our normal towel change service during your stay but if you are staying for longer than 2 days & require fresh linen & towels please contact us and we will be happy to provide this for you with limited contact.

  1. CATERING DURING YOUR STAY

We are currently offering a continental breakfast hamper to all of our guests staying in the B&B due to government restrictions surrounding our breakfast room. The continental breakfast hamper will contain, a loaf of white bread, a selection of cereal & muesli, fruit & natural yoghurts, tinned fruit, croissants, muffins, biscuits, a selection of jams, butter, milk & orange juice. The breakfast hamper will be in your room on arrival & will be replenished every 2 days. Should you require any top ups in between please just ask a member of the Highside team & we will be happy to provide any extra items needed. All of our rooms are now fully equipped with table & chairs, a small fridge, a tea & coffee station & plates, bowls & cutlery. After you finish your breakfast in the morning, we would kindly ask you that place all of your used crockery & your rubbish bin outside your room to be replenished. Please notify us on booking of any dietary requirements

  1. CONTACTLESS PAYMENT POLICY

To limit any unnecessary contact we would ask that all payments are made on the day of arrival. You can do this by managing your reservation online or by contacting Abby on 07803468048. To manage your reservation online please use the confirmation email that was sent to you on booking or alternatively another email will be sent on the day of arrival which will also prompt you to check in and pay the outstanding balance. If you wish to clear your balance sooner than the day of arrival  this is absolutely fine but you can still only check in on the day of arrival, which will enable you to receive the 4 digit pass code to access your keys.

  1. ENHANCED CLEANING & HYGIENE PROTOCOLS

Appropriate PPE will be worn by all staff and changed frequently throughout the day. Updated and detailed cleaning checklists including the use of public health England accredited sanitisers for all areas will be followed and monitored closely. All touch points in public areas such a door handle and gates will be sanitised throughout the day using accredited disinfectants and sanitising products.

  1. OUR TEAMS AND SUPPLIERS

All members of the team have been fully appraised and trained in all new procedures prior to us re opening. Each member of the team will receive appropriate and sufficient PPE prior to each working day and staff temperature checks will be carried out regularly too. All external contractors and delivery personnel are aware of and have agreed to abide by both our company hygiene and Covid 19 security policies.

  1. SOCIAL DISTANCING

We remind all guests to follow government guidelines on social distancing. We are making every effort to make you environment safe and reserve the right to control social distancing within our property. Guests breaching our policies will be reminded of their responsibilities and any individuals persistently disregarding social distancing may be required to leave the property with immediate effect.

  1. OUR CANCELLATION POLICY

Although we have not made many changes to our cancellation policy we have amended it slightly to allow more flexibility when booking so you can book with confidence.

We offer two distinct pricing options; one is a lower tariff but is non-refundable if cancelled whilst the other allows free cancellation up to 30 days before your arrival. We do not offer a non-refundable tariff for the Glamping Pods.

Non-refundable
Please note, if cancelled, modified or in case of no-show, the total price of the reservation will be charged.

FREE cancellation
you may cancel free of charge until 30 days before arrival. You will be charged the total price of the reservation if you cancel in the 30 days before arrival. If you don’t show up you will be charged the total price of the reservation.

During these uncertain times we want you to book with us with confidence so for anybody who has booked on a non-refundable tariff we will honour your deposit and move it forward to a booking in the future at a date you request so you can still enjoy your holiday with peace of my mind.

  1. MOVING FORWARD

To ensure all standards and protocols are adhered to our property has a dedicated health and safety rep tasked with monitoring standards and adherence to any new guidelines and requirements.

  1. NO Pet Policy

Unfortunately, here at Highside we do not welcome furry guests. We have 3 short haired German pointers, Betty, Scout & Storm, our working dogs Taz, Jan & Toby as well as all our livestock. Our priority is to keep both our pets and your pets’ safe with our NO PET policy.

Safety of animals is not only important to us, but the safety of guests too. Pet allergies can be severe and pet hair is extremely difficult to fully remove along with also taking a much longer time on top of already carrying out a full deep clean to comply with our COVID policies.

We hope our policy can be understood and respected by all future guests, however if this policy is not adhered to, a charge upwards of £100 dependant on cleaning required will be applied to the card that the booking was made with.

Thank you for being understanding, as we do understand how difficult it is to leave pets at home.