Our approach to Covid-19

Striking the right balance

With the ongoing pandemic presenting constant change and challenge, staying safe is the key to a happy holiday. We want your time with us to be the break you truly deserve so we’re doing everything we can to make sure you can really relax while you’re here.

And if circumstances mean you’re unable to come, we want you to feel reassured and confident about what happens next.


I’m coming. What can I expect?

Planning makes perfect.

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 activities, restaurants or childcare, we’ll make sure your holiday feels like a holiday – simple, safe, happy.

At least 21 days before your stay – You'll receive an email to settle your outstanding balance, letting you know the latest on staying safe and sharing details of our guest app to download.

Within 14 days – We’ll send you detailed information about your break and the guest app, so you can plan and make essential bookings for dining, treatments and activities.

2 days – You'll receive a reminder with any last minute updates, and more details on the remote check-in process.

Distance does it.

In line with government guidance, we’ve maximised the boundless space at Watergate Bay for your benefit:

  • We’re led by the rule of six across our hotel and restaurants
  • You’ll find reminders and markers around the hotel and there’s a guest flow to follow to iron out pinch points
  • Our toilets are single use only

Taking clean to a new level.

Health and hygiene have always been a top priority for us, and since the pandemic hit 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:

  • 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.

We want you to enjoy eating here as much as you always have, so we’ve changed things a little to make that possible, with some exciting new options for spring and summer 2021.

This means:

  • All our restaurants are set up to meet social distance guidelines
  • So we can manage the flow of guests, you’ll need to make reservations when you book your room, or using our guest app
  • Face coverings must be worn in all public areas, except when seated at a table to eat or drink

Breakfast:

  • Inclusive breakfast is a served buffet in Zacry’s – booking required


Across the Bay:

  • The Beach Hut is open for breakfast, lunch and dinner – booking required
  • The Living Space is open from 8am serving food from midday – 9pm – no booking needed
  • Zacry's is open for dinner from 6pm – booking required
  • Emily Scott Food at Watergate Bay is open from 18 May for lunch and dinner – booking required
  • Festival feel street food by the sea from Frank’s gourmet hotdogs to Nuvola’s Napoletana-style pizzas, artisan ice creams to Harbour Brewing’s cold beers and cocktails.

Keeping health and wellbeing safe.

Swim Club is open, with a few tweaks to help you make the most of your time safely.

Swim

  • 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
  • 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 on the app
  • Only one household in the space at a time


Hot tub & sauna

  • The hot tub and sauna 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


Treatments

A safe and clean Extreme.

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

  • Book your lessons on the app
  • All wetsuits are sterilised after each use
  • Paperless online forms for lessons and hire to reduce contact
  • Due to current restrictions, the changing rooms remain closed. When you meet for your lesson, you can choose to get changed in your room or in the beach changing room on the boardwalk.

Kids' Zone.

We’re open and offering:

  • Private supervised sessions for 90 minutes, available 8.15am-5.15pm daily, for children 6 months to 12 years during term time
  • Family time in our Games Room, book one session a day for you and your family
  • Private sessions, family time and half term sessions 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

I can no longer come. What now?

From travel restrictions to shielding, illness to self-isolating, we have a plan in place to handle the holiday setbacks you might experience because of changing government guidelines concerning the ongoing pandemic.

What happens if there’s a lockdown, or tier restrictions in place preventing travel and I need to amend or cancel our reservation?
If your booking is affected then our reservations team will be in touch. Please don’t contact us as we’ll be very busy working through the bookings. We’ll contact you using the details on your account.

You’ll be given the option to either change your booking dates, hold your money on account for a future stay, or have a refund. We do however strongly recommend that you take out travel insurance including coronavirus cover.

What happens if a group member tests positive for coronavirus, or is asked to self-isolate through track and trace when we are due to travel?
You’ll be asked to provide a copy of your positive test result, or your track and trace notification. You’ll be given the option to transfer your booking to an alternative date, hold your money on account for a future stay, or we can offer you a refund.

We are travelling from different areas within the UK, what happens if only one area is affected by tier restrictions?
Standard booking terms apply. Please contact our reservations team who’ll be able to discuss this in more detail.

We are clinically vulnerable and currently shielding, what are our options?
Standard booking terms apply. Please ensure you’re safe to travel before making a reservation.

Do you recommend taking out travel insurance?
Although we have relaxed our cancellation policy for coronavirus affected stays, we do highly recommend that guests take out a coronavirus travel insurance policy.

We wish to cancel our reservation as we do not feel comfortable travelling during these uncertain times. What are our options?
If there are no government restrictions in place that affect your stay, then your cancellation would be under our standard booking terms.

As always, if you have any questions, contact us. We’re here to help. Please be aware that if government guidelines change significantly our team will be very busy, but we’ll get back to you as soon as we can.