Frequently asked questions at Calcot & Spa
All you need to know
Hospitality is ultimately about the warmth of human connection and interaction; however, things are going to look a little different and become our new normal for a while... although we may appear “cool” with the social distancing measures in place our welcome is as “warm” as ever!
We want to reassure our guests, team members and suppliers that we have taken every measure possible to keep everyone safe but also want to ensure we don’t lose the essence of what we love to do every day.
Our teams are happy to answer any questions you have but you may find the below information helpful before and during your stay:
1.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.
2. What new cleaning routines has the Hotel & Spa introduced since Covid 19?
We’ve always had a rigorous cleaning and hygiene routine however our fabulous housekeeping teams are stepping it up a notch and you’ll see continuous cleaning around “touch points”- door knobs, handles, in the loos etc… in the main areas of the hotel. We’ve appointed “cleaning champions” and implemented a “deep cleaning” process in place for bedrooms using the recommended hospital grade cleaning materials. Once a room is fully “guest ready” it will have the cleaning seal of approval attached to the door giving reassurance of its squeaky cleanliness.
We’ve all become more familiar with regular hand washing etc… our teams both front and back of house are all adhering to this before, during and after their shifts and to complement this we’ll have hand sanitiser available around the hotel for both team and guests to use.
It’s worth noting that our teams have designated areas to change both before and after working.
3. How will you ensure social distancing in the restaurants and around the hotel?
The guest experience will look a little different but we hope we’ve made it simple and easy to follow:
We’ve limited our guest capacities, combined both restaurant spaces and introduced one-way flows where possible around the hotel and spa to ensure a more relaxed approach to social distancing.
We don’t want to appear stand-offish… but we will back away and adhere to social distancing gaps as close to 2m as possible… even though we may wish to give you a welcome hug when you arrive!
We’ll drop you an email prior to arrival to get as much information on how you would like to relax during your stay with us to limit face to face interaction – we’ll ask all those things regarding the time you’re likely to arrive, allergies, newspapers etc… so many questions but it means we’ll have it all ready for you.
Check in - we’ve moved our reception to our beautiful barn area which allows much more space when you arrive – one of our reception team will meet you and take you straight to your room.
In room – we won’t make a fuss just let you settle in – we’re always at the end of the phone if you need anything.
We’ve combined our 2 restaurants with one menu throughout to allow more space and reduced the capacity for non-residents - we also have lots of wonderful terrace areas to use too (fingers crossed for a gorgeous summer!)
• Pre-booking is essential as we have reduced table numbers
• Maximum of 8 per table (please ensure when booking larger tables that you are conforming to the government guidelines on households dining together)
• Cashless payments only please
• View the menu and book online
• Our tables are available to book online 7 days prior (please check back if your date is not available or call)
We will ask you to pre-book your preferred time for breakfast and this will be served across our 2 restaurants to enable a socially distanced yet relaxing start to the day. Hot food and buffet options can be selected from the menu and brought direct to the table.
We will allocate dining times pre-arrival to ensure we can space guests in accordance with social distancing. We will ask you to pour your own wine and water too but be on hand if you need anything!
We’ve tried to think of everything to keep everyone safe and comfortable so during your stay we will encourage guests to use their bedroom loo rather than the public loo… hope you understand.
Our Children’s tea will be served at the table between 5-6pm and we ask parents to supervise their children to ensure social distancing is observed… highchairs and all tables and floors will be scrupulously scrubbed down between all services… naturally.
4. Will my children be able to use the Playbarn?
Sadly our Playbarn will remain closed at this time and although this is disappointing for our little guests we will have lots of other fun activities going on around Calcot including two fun pods with Arts & Crafts and Giant Games for families to use together - to ensure social distancing is observed we will need a grown up to stay with their children.
As well as the pods we will have daily activities happening which our lovely Playbarn team will run but still require a grown up to be present - these will range from silly science, puzzles, scavenger hunts, super hero games and lots more... we have 220 acres to explore so there will lots of outside fun and fresh air! You will have the opportunity to book onto these activities and into the pods each day.
Babysitting service will not be available during this period. We hope you appreciate the need to stop this service for now.
A new games room with table tennis, air hockey and table football will be open from 9am-9pm - an unsupervised and free to use area.
5. Can Families still use the pool?
Following government guidance our swimming pools will be remain closed for now but we hope it won't be too long before we can allow guests to enjoy them again!
6. 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. Face masks are available for our teams to use if they wish although they are not required to wear them.
7. Can I use the spa?
Unfortunately following the government updates of 23rd June - the spa, pools and indoor gym facilities will remain closed - but we hope it won't be too long!
Prior to the spa reopening as normal we plan to use the space as a courtyard cafe and will be offering daily outdoor yoga sessions(weather permitting) and our outdoor gym will be available to use.
8. Can I freely use the grounds around the Hotel & Spa?
Yes, please enjoy our 220 acres of wonderful meadowland – go explore and relish the wildlife and Cotswold fresh air! We have bikes available too if you’re feeling very active.