Keeping you and our Team Covid Safe
Fact Sheet
Updated 19th July 2021
We are all looking forward to welcoming you to Mullion Cove this Summer and we understand that many of you may have some apprehension about your visit so, for the sake of clarity and your peace of mind, we have put together the following document to inform you of the measures we have put in place ready for your stay.
We have been busy assessing our Apartment operations and making certain adaptations to the offering in the interests of keeping us all as safe as possible. We have been doing this with the aim of still providing the high level of service and that special brand of hospitality that our valued guests rightly expect and deserve.
So, a few general points to start:
- We would ask you take the time to read and digest this factsheet and contact us should you have any concerns.
- In line with government measures, you will no longer be expected to wear a mask upon your arrival or around the hotel public areas. If you do wish to continue to wear a mask, then you are more than welcome to do so.
- We will continue to provide sanitiser stations around the hotel and in the apartments, which we encourage you to continue using.
The Hotel Team
- All team members will be washing their hands (or using hand sanitiser) at least every 20 minutes from the moment they arrive at work.
- All staff will continue to wear masks whist performing their duties. We ask for your understanding as our main priority will be to continue to keep everybody as safe as possible.
- The team will follow a policy of no physical contact and maintain social distancing, wherever possible.... please do not think we are being impolite!
- All of our hotel teams have undergone comprehensive hospitality-focused training on how to prevent the contamination of Covid-19. We will continue to evaluate our training as best practices evolve.
- Any staff member who shows symptoms will be told stay at home and get tested and, if positive, will self-isolate for 14 days prior to returning to work.
Booking & Pre-arrival
We will call you a week prior to your arrival to confirm and double-check all the details of your stay to obtain any information we need from you to enable us to check you in as quickly and efficiently as we can when you do arrive. It is very important that we have a full and detailed understanding of your specific requirements particularly with regard to bedroom configurations and allergies at this point. We can also answer any further queries you may have regarding our safety plans.
Upon arrival, please make your way to the hotel reception to check in and collect your apartment keys. Please be advised that our apartment check in time is 4pm. We will endeavour to make your apartment available as early as possible, however, with the additional cleaning to make you safe, it is taking a little longer than usual.
Should you require assistance from the hotel during your stay, then please use the phone in your apartment – the number for reception is 01326 240328.
Please may we ask you to be aware and respectful of other guests who may be staying in the other apartments in the building.
Masks
We will not be insisting that guests wear masks whilst in the hotel. This, to us, would be inhospitable and against one of our core values, however, here will be some amongst our guests who still wish to wear masks. They may be shielding others or be vulnerable themselves and so we ask that others who do not wish to wear a mask respect this and perhaps give them a little extra space or stand aside as they pass.
The Cove Takeaway
In your apartment you will find a menu for our take away service which is available from midday to 8:30pm, which we will be more than happy to deliver to your apartment for you or you are more than welcome to collect your order form the Glenbervie Bistro. To order your food, please call reception on 01326 240328. At busier times there may be a short wait, however, the receptionist will be able to give you an idea of delivery times. Pre-orders for dinner deliveries during the daytime are appreciated but not essential. There is a £15.00 minimum order for delivery.
Bedrooms and Bathrooms
Each room has been cleaned and sanitised prior to your arrival - this may take a little longer than normal so we ask for your patience if your apartment is not ready by 4pm.
Fabric items such as mattresses, pillows, cushions, carpets, chairs and other furniture are misted with an approved sanitising solution, which is effective in killing Covid-19 but otherwise harmless to you and us.
Our aim is to ensure the safest environment possible for you, however, in order to give you further peace of mind, in each apartment you will find a basket of additional cleaning products which include antiviral sanitiser, disposable kitchen roll, biodegradable bags for any wet items you wish to take home with you and small bottles of hand sanitiser for you to take with you if you require it. There is also antiviral hand soap in your bathroom for you to wash your hands as regularly as you wish.
If you are staying for two weeks we shall provide a mid-stay linen change, which we will arrange with you during your guest relations call, however, we do ask that you to strip the beds and place the linen and towels in the bath, open the windows, stow away your personal belongings, including your toiletries and vacate the property whilst our staff are working.
Spa & Leisure facilities
Our outdoor swimming pool is available for use. We ask that children only swim between 3pm - 6pm.
Our adult only indoor hydrotherapy pool and outdoor hot tub are open from 8am until 8pm.
Checkout
In order to minimise the number of guests visiting reception, your bill (if there are any outstanding charges) will be emailed to you on your last day, so that you have plenty of time to check it. When you are ready, please call reception from your apartment, where we can take payment over the telephone or charge the card you paid your initial deposit with using our secure trading partner.
Before you leave your apartment, please may we ask you to strip your beds and place your bedding, along with your towels, in the bath for our team to remove easily when they arrive to clean the apartment for the next guest. If the weather permits, please leave the windows open.
Once you have vacated the property, please leave your key in your apartment and close the door behind you.
Thank you ever so much for being patient and understanding whilst we operate during these very difficult times. We are doing our utmost to keep you and our staff safe. I am confident that you will have an enjoyable and comfortable stay with us, but always following safety guidelines for yourselves and for our team.
As General Manager, I am responsible for all aspects of our ‘COVID-19 Secure’ operating plan and take this role extremely seriously. You can contact the me and my team at any time prior to, and during your stay, should you have concerns related to this or any other matter. Please note that the learning curve is steep as this is so new and so if you spot any lapses or areas where we can improve the most constructive thing to do would be to let us know rather than post on social media.
Should you need to cancel or re-arrange your booking, please contact us immediately on 01326 240328.
If you have any concerns then please do contact us by emailing enquiries@mullion-cove.co.uk
We look forward to seeing you very soon.
With my warmest wishes,
Daniel Thompson FIH
General Manager
