TWR Y FELIN HOTELROCH CASTLE

PENRHIW PRIORYPembrokeshire, Wales

Welcoming you safely back

A message from our GroupGeneral Manager

“Penrhiw Priory considers the health and safety of its Guests, Team Members and Suppliers of paramount importance.

We have implemented the following COVID Secure Measures procedures while adhering to social distancing restrictions and other Welsh Government guidelines designed to safeguard public health and safety, to help minimise the spread of Coronavirus.

More detailed protocols have been prepared and these procedures will be shaped further by Welsh and UK Government guidelines and regulations and will continue to evolve in response to any changes in the medical advice.

We look forward to offering you our usual warm Welsh welcome.”

Paula EllisGroup General Manager

Pre-Arrival

To enable us to comply with the Test, Trace and Protect requirements, all Guests will be required to complete a short health survey, before arrival declaring their good health and absence of symptoms of the Coronavirus as a condition of their visit. We reserve the right to refuse, postpone or cancel any bookings from guests living in risk areas.

All Guests will be asked for an Estimated Time of Arrival (ETA) in advance of your stay and allocated a Check In Time as close to that request as possible, to minimise the number of people arriving at the same peak times.

We will provide our Guests with an app to check yourselves in and out. For those Guests who do not wish to use the app, we will contact you by email or telephone for pre-arrival information.

Direct, person-to-person contact is the primary way in which COVID-19 coronavirus is spread, so it is essential all Team Members and Guests minimise their contact with each other. All Guests will be advised on the need to practice social distancing from other Guests and our Team Members throughout their stay, and to wear face covering in public areas. There will be reminder notices of this requirement in all appropriate places. It is a mandatory requirement that all guests wear face coverings when in public areas of the hotel.

Reservations and Check-in

A later check-in time of 4pm and a check-out time of 11am has been implemented to enable our Housekeeping Team to cope with the higher level of cleaning required to meet the COVID-19 Secure standards.

When Guests are showing temperatures higher than 38c we will not be able to allow you to enter the building further and we will advise you to call NHS 111 and/or follow government guidelines. You will be asked to return home and if you are not well enough to return home, we will advise you that you need to go to the nearby hospital.

Contactless check-out and payments can be made via the app or for those who do not wish to use the app, they will be made by card (no cash) over the telephone from your room before departure.

Our usual service of showing Guests to their rooms and showing them around the facilities of each bedroom will be paused until further notice. Instead, we will direct our Guests to the location of their rooms and directory of facilities available on our app. Should Guests require any further assistance with familiarising themselves with the room amenities, we will ask them to call reception so we can offer advise over the telephone.

Food and Drinks

Room service will be available throughout a guest’s stay for breakfast. Our honesty bar menu will be available for guests to view and order via the messaging facility on our app, a link to which will be provided before arrival.

Packed lunches will also be available for thoseguests who wish to explore the locality. Please note that specific times for breakfast and collection of packed lunches will need to be made in advance. Breakfast orders need to be relayed via the app messaging service or via telephone the night before.

Alternatively, from 3rd August, we will be offering limited socially distanced dining for Brunch, Lunch, Afternoon Tea, Dinner and Drinks spread out through Blas Restaurant, Lolfa Lounge and Oriel Lounge. Strict dining times will need to be adhered to and must be booked in advance. We may need to limit the amount of time guests are able to spend on each table.

Our Housekeeping Team will service guest’s bedrooms every four days where a change of bedsheets and room cleaning will be offered. An extra set of towels will be placed in the wardrobe upon guest’s arrival and replaced on request. We have removed non-essential bedroom items such as bed throws, scatter cushions, leaflets, notepads and pencils. Information on the local area will be available on our app.

In adherence to Welsh Government regulations and guidance, all Housekeeping Team Members will wear a face covering, a fresh pair of protective gloves and a single use apron for each room cleaned and dispose of them effectively.

Hygiene welcome packs will be placed in Guest bedrooms for arrival. These will include hand sanitiser, sanitising wipes, and a protective face covering per guest per day which are to be worn at all times when guests are in the public areas of Twr y Felin Hotel, with the exception of consuming food and drinks.

High Impact Touchpoint (HIT) cleaning to focus on:-Amenities – glassware, crockery, cutlery, kettle, coffee machine and trayBathrooms – taps, shower controls, flush handles, tissue boxes and drawerControls – light switches, power socketsDoors and Handles - wardrobes, cupboards and drawers. Room doors sealed following HIT cleaning and inspection to reassure arriving Guests of cleanliness.Digital – telephones, remote controls, electronic safes and hairdryersElectronics – remote controls, safes, hairdryers, radiosFurniture – hard surfaces including desks, tables and bedside tables

Housekeeping

All surfaces will be thoroughly treated with approved disinfectant cleaning products. Deep cleaning will be performed every night.

HIT cleaning will focus on the areas which are most frequently used and touched by Team Members and Guests. Regular (at least 2 hourly) cleaning of touchpoints identified in public areas such as door handles, lift buttons, switches and taps.

Hand sanitisers will be installed at entry points and in public areas with notices advising Guests touse them.

Where possible (and subject to fire regulations) doors will be left open or, if necessary, will be fitted with auto open/close mechanisms to ensure touch-free access.

Guests will be encouraged to use the washrooms facilities in their bedrooms. Public area washrooms will operate with a strict limit on maximum numbers to maintain social distancing, and a ‘one at a time’ system will be managed by Reception for the public area washrooms.

Public Spaces

We look forward to offering you our usual Warm Welsh Welcome