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Keeping you safe and happy – autumn 2020

We’re listening…

Watergate Bay
Watergate Bay Sea View Suite Room21 View
Family Beach Holidays Watergate Bay
Swimming In The Pool

Since we re-opened in July we’ve had a summer filled with the familiar spirit and energy that brings our hotel to life. It’s been a welcome return to doing what we love best and a joy to know people feel safe and happy with us.

We’ve spent the last two months listening, adapting and reimagining; shaping what we do to follow evolving government guidelines – including the rule of six – and balance hygiene, health and happiness for all our guests and team.

Thank you for your positive feedback and your cooperation as we navigate this new landscape. Moving into autumn we want you to know your health remains our top priority. Like always, we’re focused on making sure you feel reassured, confident and able to relax, from the moment you book, to the moment you leave.

See you soon,

Ben Harper
Managing Director

Your experience

Striking the right balance

Planning makes perfect.

Now more than ever, taking a break from the everyday is important. You deserve to relax. We’ve got it covered.

You can start building your itinerary from the moment you book your room, using our dedicated guest app. From suggestions and guidance on what to plan and bring, to booking in activities, restaurants, childcare or an early morning swim, we’ll make sure your holiday feels like a holiday – simple, safe, happy.

If in doubt, talk to us, we’re always here for you.

Distance does it.

We’ve maximised the boundless space at Watergate Bay for your benefit. In line with government guidance we’re led by the rule of six across our hotel and restaurants. This means no more than six guests can book to stay together, dine together, or socialise together. To help keep groups small and guests a safe distance apart, you’ll find reminders and markers around the hotel. There’s also a guest flow to follow when you’re moving around to iron out pinch points, and our toilets are single use only.

You’ll find:

  • Signage and focus points across the site to help remind and clarify
  • More space between seating in our shared areas and restaurant
  • Markers to help you keep your distance and find your way around


People bring our place to life so we welcome non-residents as well as guests in the hotel and across the Bay. Just like guests, we ask that visitors follow the Government’s rule of six people only in a group, when using our spaces or making reservations.

Taking clean to a new level.

Health and hygiene have always been a top priority for us, and since reopening we’ve pushed standards even further. Alongside this, technology minimises paperwork, we’ve taken cash out of the equation and have sanitiser points across the hotel.

This means:

  • Fewer ornaments, games, books and magazines, so you might want to bring some of your own
  • Deep cleans for every guest room, with heightened attention on high-touch points
  • All the housekeeping team in PPE that’s changed after every clean
  • land&water alcohol-based hand gel at dedicated sanitiser stations throughout the hotel
  • Less admin, more tech to keep contact low – from our guest app to our paper-free check-in
  • Card only payments

Your own space.

Your room is the heart of your stay, your private space to retreat, sleep well and take time out. Our measures mean you can rest easy knowing you’re somewhere clean, safe and risk free.

You’ll also find:

  • Baby monitors set up in your room ahead of your stay when requested
  • Daily servicing as normal, combined with more rigorous cleaning
  • land&water alcohol hand gel in your room to use during your stay

Restaurants, in your room or open air: new eating options.

Food and drink can make a holiday. We want you to enjoy eating here as much as you always have, so we’ve changed things a little to make that possible. From advance bookings and more room around you, to pop up offerings, we’re thinking creatively.

This means:

Your hotel stay:

  • All our restaurants are set up to meet social distance guidelines
  • We’re asking you to make reservations in advance at the moment you book your room or using the guest app so we can manage the flow of guests
  • No tables larger than six
  • Face coverings to be worn in all public areas, except when seated at a table to eat or drink
  • Last table reservations are 8.30pm and The Living Space, The Beach Hut and Zacry's close at 10pm
  • Guests can use The Living Space or ocean room to finish their drinks
  • Last orders for room service is 8.30pm


Breakfast:

  • Breakfast is served in The Living Space and Zacry’s – reservations are required
  • Breakfast will be served at your table – our famous waffles are now made to order

Lunch:

  • Lunch is served in The Living Space between 12 and 4pm – no reservation needed

Dinner:

  • Dinner reservations are required in all our restaurants
  • Room service is available from The Living Space menu


Across the Bay:

  • The Beach Hut is open for breakfast, lunch and dinner bookings
  • Zacry's is open for dinner bookings
  • A new pop-up from Emily Scott is open until 26 September in the former Fifteen Cornwall restaurant. Open for lunch and dinner, Tuesday to Sunday.

Keeping Swim Club safe.

Swimming to the horizon, splashing with the kids, going for a surf – active relaxation is a vital part of what makes your stay here special. Swim Club is open, but with a few tweaks to help you make the most of it.

Swim Club

  • Open 7am – 9pm with dedicated adult only and family swim times to choose between
  • Fewer people in the pool at any time (max 14 people per session including babies)
  • Use the app to book your daily 45 minute swim slot – from 9am for the following day
  • Come to the pool swim-ready, using the towels and robes provided in your room


Cardio room

  • Open 7.30am – 8.15pm with 45 minute slots available to book with the app
  • Only two guests in the space at a time, larger groups allowed if from the same household


Hot tub & sauna

  • The hot tub is open for you and your family (16+) to use for up to 20 minutes at a time
  • No booking needed, but please follow the one household at a time rule
  • The sauna is currently unavailable


Treatments

  • We have a reduced treatment list including massage, manicures and pedicures
  • Make your treatment booking through the app
  • Each treatment is 45 minutes
  • Treatments can be adapted for pregnancy on request

A safe and clean Extreme.

We’re following guidance from Surf England to keep our Extreme Academy activities safe, so you can get out in the great outdoors.

  • Book your lessons with the app
  • All wetsuits are sterilised after each use
  • Equipment hire is available from the Extreme Academy
  • Paper-less online forms for lessons and hire to reduce contact

 

Kids' Zone.

We’re open and offering:

  • Private supervised sessions available 8.15am-5.15pm daily, for children 6 months to 12 years
  • Family time in our Games Room, book one session a day for you and your family
  • Private sessions and Family time can be booked on our app
  • Babysitting in your room, make a request via our app
  • Children under the age of 13 must be supervised at all times

Our approach.

Reassuring you with the insights and actions that make our plan possible

Research-based, business wide.

We’ve always taken health and safety seriously. Our risk-based approach has kept our spaces clean and our guests safe year after year. Using this as a foundation, we’ve enhanced our practices and protocols in response to the new normal we all find ourselves in.

What this means in practice:

ELIMINATE – We communicate extensively with teams, partners, visitors and guests to prevent the virus entering our premises

REDUCE – We run a totally redesigned operation to reduce the risk of transmission

CONTROL – We clean and sanitise to industry-leading standards to control the risk

PROTECT – We use PPE across our site, work at distance and remote work to protect our staff and visitors from contamination

Measures for reducing risk.

As a business, we want to know that everyone who visits us and works with us is healthy and safe. Our VisitBritain-validated risk assessments and twice daily checks will help us do just that, with all processes monitored and measured using our online health and safety platform.

We continue to follow the Government’s Covid-19 secure workplace guidance. On a practical level this means:

  • Handwashing every 15 minutes
  • Regular back of house cleaning throughout the day
  • Staggered staff breaks and smaller teams on shift

  • Personal protective equipment is required for front of house, housekeeping and kitchens teams

  • No team meetings in public areas
  • Reconfigured work spaces and keeping some teams home-based

Preparing our people.

We’re all in this together, which means everyone in all our teams is briefed, trained and working to the high levels of health and hygiene we’ve implemented. We have on-site reminders to keep the team on track and regular team briefings to outline cleaning standards, processes and changes for team members.

Ongoing vigilance and health checks are carried out by departmental managers to ensure everyone who comes into work is symptom-free and fit to do so. This includes random temperature checks on arrival to work.

Beyond our immediate team, we’ve introduced protocols for deliveries and access and will continue to regularly assess measures in line with government guidance.

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