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

New Policies

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 will be after 16:00, 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 will be in contact via email prior to your reservation to confirm your details & ensure all necessary arrangements have been made to ensure your stay is as hassle free as possible.

We have implemented an enhanced cleaning procedure to ensure your room is sanitized & safe prior to your stay. Once this process is completed your room will then be sealed in order to confirm no one has entered since the cleaning process was completed.

We would ask guests at this time to ensure limited contact during your stay to pay their balance prior to arrival. Once your outstanding balance has been paid we will email your 4 digit pass code that will allow you access to your room keys. To pay your balance please call us on the number above.

  1. ON ARRIVAL

Following government guidelines we will be carrying out contactless arrivals. As long as you have no outstanding balance you will be able to access your room/pod with the 4 digit pass code that was emailed to you once your balance was paid. If you do not have pass code we would ask that you call Abby on 07803468048 to make payment.

All of our rooms/pods are numbered and you can refer back to the confirmation email to clarify which room/pod it is you have booked. In an emergency please contact us and we will be happy to assist.

Hand sanitizers are located in all rooms and pods and we encourage you to use these regularly in addition to general hand washing.

Before you arrived your room was cleaned to the highest standard using our enhanced cleaning procedure, once this was completed your room was sealed, please ensure your room has a sealed sticker located on the door that has not been tampered with, this will ensure your safety during your stay.

  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

As we are unable to social distance in our breakfast room we will offer a room delivery breakfast service. We will be offering a continental breakfast basket, delivered to your door that will include, cereal, bread, jam & butter, fresh milk, muffins, fresh fruit, croissants, yoghurts & a selection of cheeses & salami. The breakfast basket will include all breakfast essential for the duration of your stay but should any items need replenishing please contact a member of the team. If you are staying for longer than 3 nights we will provide a fresh breakfast basket on the third morning of your stay. Your room will also have a small mini fridge should you want to keep your milk chilled and use it for any other items. All we would ask is that at the end of your stay you clear the contents of the fridge. All of the breakfast items will be prepared in a Covid -19 secure area and adhere to all government guidelines when preparing food. Should you wish to opt out of this service please just let a member of the team know.

  1. CONTACTLESS PAYMENT POLICY

To limit any unnecessary contact we would ask that all payments are made 3 days prior to arrival. You can do this by contacting Abby on 07803468048. Once we have received your payment in full you will receive an email of confirmation and an email containing your 4 digit pass code that will allow you entry to the master lock key box located on the wall next to your room/pod door. If you wish to clear your balance sooner than 3 days prior this is absolutely fine but we will still only email you your 4 digit pass code 3 days before your stay. If you do not receive your code & you have paid in full please let Abby know before you arrive.

  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.