I really hope you and your loved ones have managed to stay safe during this unprecedented period.
Life has changed for us all over the past few months and we, like you, have been doing our best to navigate and decipher the possible ‘new normal’
We closed our doors in line with the British & Welsh Government instruction back in March along with the rest of the hospitality industry to keep our staff and guests safe, but we are itching to reopen this summer.
Until Welsh Government confirms its position on dates and procedures for hospitality businesses, we are unable to confirm exactly what facilities we will be able to open, how many guests we’re able to accommodate at any one time and the exact date of re-opening.
We really can’t wait to welcome you all back and whilst observing our stringent safety measures, aim to create the same relaxing atmosphere and warm welcome that we have always hoped to deliver.
On behalf of all of our team, I would like to thank you for all the continued support and patience that you have shown us during this challenging time.
What should I expect when I visit?
The experience may look a little different in this new normal, but we hope it will feel the same; ultimately, it will still be our people caring for you and delivering the same attention to detail and personalised service that you are used to at Town & Country Collective. We want to reassure you that we are putting measures in place to keep you and our teams safe so that you can confidently enjoy a stay with us.
We’ll carry out these measures in a way that is true to who we are, so whilst the health and safety of our team and guests is our absolute top priority, we still want you to be able to relax in a space that feels familiar. We are still shaping the finer details, and as soon as we’re able, we’ll get as much information out to you all about your upcoming bookings, new booking enquiries and what visiting us might look like.
In the meantime, if you would like to find out more about our commitment to keeping everyone safe whilst they are with us read on below…
Guidance & Best Practice
We are following all Welsh Government guidelines and working on best practice measures within the hotels & restaurants. Once confirmed, we will complete all necessary risk assessments and certification to validate our policies; all procedures and assessments will be constantly reviewed and updated where necessary in line with Welsh Government guidelines.
We firmly believe this needs to be a joint effort between our team and our guests, so we urge you to please use maximum common sense to play your part in keeping everyone safe. In return we will be doing the same for you. Importantly, we will not be allowing any of our team members displaying symptoms inside our hotels and we would ask you to exercise the same cautionary approach. Anyone displaying symptoms will be asked to not visit our premises and follow Government guidelines in relation to reporting, testing and self-isolating.
Our teams, suppliers & partners
We’ll make sure that all of our teams, suppliers and partners are fully aware of our commitments and ask them to comply with our procedures and requests to ensure the safety of our staff and guests.
- Every team member will be trained in new health, safety and hygiene related procedures and their responsibility
- We’ll take all reasonable steps to follow the Government’s Covid-19 Secure Workplace Guidelines.
- We’re communicating with key suppliers and partners, to ensure that their policies and systems relating to health and hygiene meet our high standards.
- We’ll supply all necessary PPE as required for our teams to carry out their job role.
Keeping our guests informed
We’ll continue to be honest, transparent, and keep you informed – updating and sharing information with you as soon as possible.
- We’ll share our plan for re-opening, including all measures and produces that have been put in place, on our website and with all bookings ahead of their arrival via newsletters and pre arrival emails
- As we hear the latest Welsh Government directives and guidance, we’ll update all our pre-arrival email communications to provide additional information relating to health, safety and hygiene.
- All guests will be called in advance of their reservation to confirm the details of their stay and to clarify the procedures that we’ve put in place at that hotel ahead of their arrival.
- Our Reservations team will be equipped with all information regarding staying at Town & Country and will be able to answer questions that you might have.
Social Distancing and Capacities
We will adhere to Welsh Government guidelines and restrictions relating to capacity, and while physical distancing is required our restaurants will be operating with a reduced number of tables, so availability will be limited. Due to the constantly changing nature of this guidance, we will be continuously reviewing our procedures related to capacity.
You may also see screens in place at points where we are face to face with our customers, this is to ensure both the safety our team and our guests when interacting.
As a group of hotels and restaurants, we already operate with strict cleaning and health and safety measures, but we will now be taking extra steps to ensure that all areas are thoroughly sanitised, clean and compliant.
- All team members will be trained in these new standards and timings of cleaning.
- Check In will now be at 3pm, rather than 2pm at all hotels, to allow for more time to clean guest bedrooms.
- We’ll provide hand sanitiser for staff and guests at every possible opportunity throughout the venues.
- We will enhance our public area cleaning timings to be more regular throughout the day
Maintaining a physical distance from others is essential to stop the spread of the virus.
We will ensure we adapt our service style to adhere to Welsh Government guidelines, and have adjusted table layouts in our restaurants, and chair layouts in our Bars and Lounges to allow for the required distancing policy.
We love our buildings being old, quirky and a bit different, but this can make it difficult for hard and stringent rules. We’ll ask our guests to please use common sense and be responsible for your own physical distancing during your stay when moving around the hotel for the wellbeing of both you, other guests and the team. We will be asking the team to do the same for you.
You will notice on your next visit to the hotel that spaces have been adjusted and created to allow for the correct social distancing and movement around the hotels and restaurants, however we need your support to ensure that this process is maintained.
What if the situation changes again or I need to cancel my stay at short notice?
We recognise that it’s very hard for anyone to make firm commitments for anything at the moment, so for the time being we have reduced our cancellation policy to a mere 24 hours with a commitment to be understanding in all scenarios connected to Covid 19.
Checking In and Out
We’re working on adapting the Arrival, Check In and Check Out process to speed this up, to support social distancing and to ensure the safety of all guests and team members.
We are exploring a number of options including online check in and key collection on arrival at the hotel. Further details of our new process will be updated shortly and all guests arriving at the hotels will be made aware of any processes via their confirmation and pre arrival communications.
For now, all food will be available via room service and our new Grab N Go breakfast packs which will be available on a table in the hotel lounge or reception area. Further information regarding breakfast and room service will be provided on your confirmation and pre arrival communication as each hotel may differ slightly.
We are exploring ways that we can ensure social distancing and appropriate guidelines including digital ordering services. Further information on this will be available soon.
We hope to be able to reopen our restaurants very soon.
How do I know the team looking after me are not ill?
We are nothing without our wonderful team and their well-being is our top priority therefore we have implemented necessary health checks prior to looking after guests each day – from Kitchen porter to Reception to back of house teams. This includes temperature checks and regular “wellbeing” chats to make sure everyone is happy and healthy to come to work. No team member with symptoms will be expected to work and will be asked to follow Welsh Government guidelines on what to do. Face masks will also be used where necessary to keep both guests and team members safe and comfortable.