Keeping you safe and happy

10 days before your stay – You'll receive an email with everything you need to know about staying safe and our guest app to download.

Within 7 days – We’ll be in touch with detailed information about your break, which will help you to plan and make essential bookings for dining, treatments and activities.

5 days - You'll receive a “How to” guide for our guest app to help you get the best from the app before and during your stay.

2 days - You'll receive a reminder about downloading our guest app, a pre-stay questionnaire for you to complete and more details on the check-in process.

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.

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

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

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, last orders are at 10pm and The Living Space, The Beach Hut and Zacry's close at 11pm
• 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

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 – bookable a day in advance.
• 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 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 15 minutes at a time
• No booking needed, but please follow the one household at a time rule

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

• 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
• 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 outdoor wet-suit changing rooms on the side of the hotel.

• Private sessions, family time and half term sessions can be booked on our app
• Babysitting in your room for those travelling from Tier one, make a request via our app. 
• Children under the age of 13 must be supervised at all times

What this means in practice:

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

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

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.