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COVID-19 Policy

Overview

At Townhouse Exeter, we want you to have a relaxed and fun stay with us. We’ve diligently worked our way through all the UK Government COVID-secure, UK Hospitality and B&B Association guidance, scrutinised how we work and have made a few changes to safeguard your health and the health of the Townhouse team.

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In recognition of the effort we’ve put in, we’ve been awarded Visit England’s “Good to Go” Industry Standard - your guarantee that we are doing our bit.

COVID-19 guidelines

Here are just a few of the changes we've made to your stay at Townhouse Exeter:

 

The House

We’ve installed hand-sanitiser stations at the entry to the building and on each landing, along with signage about its use and social distancing. Wash your hands!

Guests are required by law to wear face coverings when in public areas to mitigate the risk of contamination.

Our staff are regularly updated on what is required of them and know to stay home and request a test if they exhibit any symptoms of COVID-19.

We measure staff temperatures daily upon arrival and keep a log of them.

We’ve put up notices which detail what the government requires of us and you to be COVID-secure.

All of our guest rooms have their own private bathroom facilities, so nobody has to share.


Cleaning

We have always prided ourselves on our high standard of cleaning. But we have now formalised our procedures to prevent contamination between rooms - which includes enhanced procedures between stays.

Critical areas such as touch-points, surfaces have been added to our checklists to ensure they are not missed.

We sanitise touch-points throughout the common areas on a regular basis, at least twice during the course of the day.

For stay-over guests, we have reduced the number of room refresh actions to minimise unnecessary contact between staff and guests.


Check-In and Check Out

Our reception is open daily for check-in between 15:00 to 20:00.

Unfortunately, we can no longer accept early arrivals before 15:00, or store luggage for arriving or departing guests. There is a bag store nearby at the Apple Taxi Office, St. David’s Rail Station, if required.

We will email you a pre-arrival form prior to your stay for you to complete and return to us. The form will ask you to update us on any Covid-19 symptoms, if you prefer a contactless or greeted check-in, details requested for NHS Track & Trace programme, and other arrival information.

Please complete the form to help safeguard your stay. We comply with GDPR rules when storing and using your data.

For contactless check-ins, or arrivals after 20:00, please let us know in advance and we will send instructions for accessing the building and your room.

For greeted check-ins, we will meet you at the door, maintain a safe distance, ask you to sanitise your hands and to please wear a face mask.

We will take payment for your stay up to 3 days prior to arrival, using the card you used to hold your reservation. If you prefer to use another card, please let us know in advance.

Our check-out time is still 10:30. Please respect this as our cleaning staff now have to work harder than ever!

To assist with NHS Track & Trace, we record and store the lead guest details, compliant with GDPR rules.

We ask you to please leave your room key at the reception desk on departure. All room keys are sanitised and stored for a minimum 24 hours prior to the next guest stay after this time.


Breakfast

We now have in-room dining and breakfast in your pyjamas is our new thing!!

We’ve set up tables and chairs in our guest rooms for you to enjoy our tasty Breakfast Trio Hamper delivered each morning by Chef, to your door. You will be provided an order form on arrival, or each morning during your stay.

We’ve always catered to all dietary requirements, but now more than ever it’s important that you let us know about any allergies or intolerances before your stay.


If You Develop COVID-19 Symptoms

Prior to your stay, please let us know as soon as possible if you develop COVID-19 symptoms, or have been asked to self-isolate within 14 days of your stay. As per government guidelines, please do not travel to us.

We have reduced the length of our chargeable cancellations to 3 days.

If you develop COVID19 symptoms whilst staying with us, as per government guidelines, you must:

  • Stay indoors and self-isolate
  • Arrange a test using your holiday address
  • You must notify us as your accommodation provider

If the outcome of your test is positive, you must tell us and follow government guidelines to either return home or isolate and call 111 for further advice. Please do not use public transportation.

If you are unwell and cannot return home, you will be expected to pay all costs of your accommodation with us.

Curtailment of your stay is non-refundable as the room will be left vacant for as long as possible prior to deep cleaning.