Mullion Cove Hotel & Spa
Keeping you and our Team Covid Safe
Fact Sheet
If you are staying in one of eight self catering apartments please click here
for our "Self Catering" fact sheet.
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 hotel 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.
- We will be operating the hotel on a reduced capacity as we open up next month.
- Whilst social distancing measures are in place the property will be limited to our resident guests.
- 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 we will try to keep contact as minimal as possible and it will handy be to have your estimated time of arrival so we can control the number of guests checking in at one time.
Your arrival forms will be pre-populated and will be presented for a signature under the reception screen. There are plenty of hand sanitisers around the building and we ask you to use these as often as possible and especially on arrival and prior checking in. When going to your room, please use the stairs and keep left. Your room key will be in in the keyhole upon arrival at your room, keep your room key on your person and leave it on your bedside table when you check out.
Should you require assistance from reception during your stay, then please call from your room to avoid gatherings at reception.
Public Areas
Our public areas such as the lounges, foyer and bar have been reconfigured where necessary to ensure social distancing (as per the prevailing guidelines) can be maintained at all times.
In the corridors and lobbies the general rule of thumb is to keep left as you would on our Cornish lanes and use the passing places as indicated.
All screens, door handles and shared surfaces (“touch points”) will be extensively cleaned and sanitised throughout the day. We have enhanced our cleaning procedures and are increasing personnel in our housekeeping teams to manage with the extra processes.
We have equipped our cloakrooms with sanitising hand wash at the basins, as well as contact-free hand dryers and disposable hand towels. To avoid overcrowding and unnecessary contact we ask that guests who are staying with us - where possible - use the bathrooms in their bedrooms.
Signage has been put in place with guidance on usage of our lift. You are welcome to use the lifts and we’ll ensure they are regularly sanitised but please follow the advice provided. We ask that you do not share lifts with people from outside your bubble.
Food & Drink
The internal restaurant and bar will be available exclusively to hotel residents whilst the government’s social distancing guidelines are in place.
You will be designated a table for the duration of your stay – Here we will serve you all meals you wish to take with us. Dining times for both dinner and breakfast will be agreed with you during your guest relations call prior to arrival. We respectfully request that guests endeavour to adhere to times to ensure flow and guest safety at all times. We will ask you to sanitise your hands when you arrive at the restaurant. We will try our upmost to provide you with the very best service that we can and in order to do so we have had to make the following adjustments:
Breakfast: Our usual buffet will be served to you from the kitchen, so along with your tea, coffee, toast and hot food order we will take an order for continental items you may require.
Lunch and cream tea: Should you wish to take lunch or cream tea please do let reception know and make your way to your designated table and our team will be delighted to serve you.
Bar: The Bar and Bistro will, for the time being, operate a table service only and we ask you not to approach the bar. We are operating social distancing in this area so some tables have been removed to achieve this. Pre-dinner drinks will be served to you at your designated dining table. The outside terrace area will be operating a non-resident takeaway service, although non-residents will not be allowed to dine in the hotel.
Dinner: Should you wish to take dinner with us please book a time with reception during your pre-arrival guest relations call or by calling reception from your room.
Dinner will be served either in the restaurant, Bistro and large lounge (depending on our occupancy) We will provide one menu combining our usual daily menu and bistro menu – A sample menu can be found here.
We will be using single-use or wipeable menus (Which will be sanitised after each use) across our dining areas.
Bedrooms and Bathrooms
Each room has been deep cleaned and sanitised prior to your arrival - this may take a little longer than normal so we ask for your patience if your room is not ready by 4pm.
Daily room servicing by our housekeeping team will only be available for stays of more than 3 nights and upon request only. If you should require this service, rooms will need to be vacant and personal items including toiletries stowed away.
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, menus, door hangers and note pads and pencils from our rooms. In a bid to reduce waste we have also reduced the amount of our in-room tea and coffee facilities, if you do require more of a certain item then please do let us know prior to arrival or call from your room to request more.
The hotel 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 room you will find a basket of additional cleaning products which include antiviral sanitiser, disposable paper towels (please use the bin not the loo for disposal) 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, the room will be sealed for 72 hours and not let until it has been deep cleaned.
Spa & Leisure facilities
We plan to open our swimming pool as soon as we are permitted.
We may not be able to open the Spa at the same time as the hotel due to Government guidelines However as soon as we are permitted, we will open up the facilities. Numbers will be restricted with possible booking times at busy periods, changing rooms will be closed (robes are provided in the bedrooms) and distancing will be in place.
Treatments - we are hoping to be able to carry out treatments from a reduced treatment list on opening with strict guidelines in place. All of our therapists have carried out Covid-19 training during closure and have relevant certification to endorse this. They will be happy to discuss your requirements during your stay.
Checkout
In order to minimise the number of guests visiting reception, your bill will be pushed under your door by 9am on your checkout day, so that you have plenty of time to check it. When you are ready, please call reception from your room, where we can take payment over the telephone or charge the card you paid your initial deposit with using our secure trading partner. When you depart, please leave the key in your room.
If you require help with your luggage please leave it in your room and contact reception when you have vacated and are ready to depart. Only Suitcases, holdall and closed bags can be handled by our Staff.
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 with the safety of our guests and team being paramount.
If you have any concerns then please do contact us by emailing enquiries@mullion-cove.co.uk
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 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 are staying in one of eight self catering apartments please click here
for our "Self Catering" fact sheet.
We look forward to seeing you very soon.
With my warmest wishes,
Daniel Thompson MIH
General Manager
