Keeping you and our Team Covid Safe
Fact Sheet
Updated 13th August 2020
Dear Guests,
We are all looking forward to welcoming you back to Mullion this Summer. 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.
Over recent weeks 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 that this factsheet be read in conjunction with our Guest Charter.
- Whilst social distancing measures are in place around our self-catering properties, we will be limiting the hotel to our “hotel resident” guests, unless by prior arrangement.
- We expect that some of the measures listed below will change as time goes by and all aspects of COVID-19 safety protocols are constantly under review.
The Hotel Team
- We will perform temperature checks for all staff at the beginning of the working day.
- All team members will be washing their hands (or using hand sanitiser) at least every 20 minutes from the moment they arrive at work.
- The team will follow a policy of no physical contact and maintain social distancing, wherever possible…. please do not think we’re being impolite!
- You may see some staff wearing enhanced protective equipment where necessary. Much of this will be behind the scenes in areas such as the kitchen and housekeeping. We will do as much as necessary and required whilst trying to avoid too much of a clinical environment.
- All of our hotel teams have undergone comprehensive hospitality-focused training on how to prevent the contagion 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 will be required to 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 do not come to the hotel reception to check in, instead, please make your way to your apartment (a map can be sent to you if you haven’t visited us before) If you are staying in the Harbour Apartments there is a key safe on the wall and the code will be given to you when we call you prior to your arrival. If you are staying in the Harbour View Apartments the door will be open for you and the key will be on the dining table.
On the kitchen work top will be a check in form for you to complete and sign - please place this in the envelope provided and place this in the post box located next to the hosepipe by midday on Sunday for our team to collect.
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 and adhere to social distancing when arriving to and leaving the apartments. We are following government guidelines and also ask you to stay alert.
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. See the menu here. To order your food, please call reception. 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 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.
To reduce the risk of contamination we have removed a number of items such as magazines, printed items, door hangers and note pads and pencils from our rooms.
The apartment compendium has now moved online and can be found here. We can also email this to you, or provide a printed copy on arrival if you require one.
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.
In the event a guest has symptoms during their stay, they will be asked to return home as soon as possible.
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 will require 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 pool is now open from 8am until 8pm, We are practicing social distancing and ask that you follow the guidelines on the gate.
Treatments - we are now providing treatments in the spa from a reduced treatment list. Please call reception on 01326 240328 to discuss which treatments we can do and to make a booking. All of our therapists have carried out Covid-19 training during closure.
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 lock the door and place the apartment key in the post box next to the hose pipe.
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.
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 MIH
General Manager
