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Statement from Iain Shelton
Managing Director, Swinton Park Hotel Limited

It has been over seven months now since we first had to shut Swinton and nearly three months since we reopened.  I would like to take this opportunity to thank all of our customers, club members and staff for their support over this time. The Coronavirus for many has meant significant upset, stress and change required and as a business we are grateful for everyone’s contribution.  The virus however does not seem to be going away and at this point in time we are again needing to review our operations and guidance.

Following the Government update on Saturday 31st October, we will be closing our doors from the evening of Wednesday 4th November. We would like to offer a heart felt thank you to all our guests and members who have supported us during these difficult times, and look forward to seeing you again so very soon! If you have a current booking, our reservations team will be in touch with you shortly to re-arrange.

The following plan outlines what we will do to keep our guests, employees, and the local community from CV-19 once we can re-open.  Each operating department has its own set of procedures that highlights our policies we operate under.  We will continue to refine and update the plan as the UK Government releases further information and provides us more advice.  Our procedures are not exhaustive but are summarised here to give you some confidence that by booking your stay with us, you are in good hands.

Kind regards

Iain Shelton

Managing Director

Current position
as of 2nd November 2020

Following the Government update on Saturday 31st October, we will be closing our doors from the evening of Wednesday 4th November. We would like to offer a heart felt thank you to all our guests and members who have supported us during these difficult times, and look forward to seeing you again so very soon! If you have a current booking, our reservations team will be in touch with you shortly to re-arrange.

In these uncertain times many of our accommodation reservations are transferable to another date subject to availability and our new booking policy for reservations for short breaks (seasonal packages not applicable) can be booked simply by using a credit card number to guarantee the booking with cancelation up to 48 hours prior to arrival to give you extra reassurance when deciding to come this year.

Once we are able to re-open, we hope to continue with the following (guidelines will be monitored and changes made if necessary):

Samuel’s Restaurant will be open for breakfast each morning with lunch and dinner being served for residents in The Terrace Restaurant.  A limited number afternoon tea service will be provided in the Drawing Room and on the south terrace overlooking the deer park.  Samuel’s Restaurant will open for residents only on a Thursday, Friday, Saturday, and Sunday evening.

Pre-booking of time slots are required by all for lunch, afternoon tea and dinner.  Customers without a reservation will / may be turned away from the hotel. This is to comply with the track and trace protocols set out by the UK government.

Café users at the Bivouac will need to maintain strict social distancing and ratios, and booking in advance is preferred by telephoning or emailing for a table. The café will be reserved for Bivouac residents only from 9am until 10am when it will open to the public.  Table service will be provided and for those wishing to come inside, their temperature will be checked.

The government guidelines for Spas have been implemented in the Country Club.  This has allowed us to re-open all of the facilities including the main pool, natural pool and hydrotherapy pool, as well as the gym, sauna, steam rooms and hot tub.  All areas will require customers to book time slots with strict numbers to maintain good social distancing.  The Cottage salon will continue to be open.

Exercise classes for members will be available with limited numbers. These classes are bookable in advance along with time slots for gym or pool use.

Where possible residents should change in their hotel bedrooms and members change at home. The changing capacity will be limited by maximum numbers at any one point.

Our Cookery School will operate with reduced classes and new social distancing measures applied.  Face masks will be required by all students and staff.

Activities across the Estate including fishing, clay shooting, trekking, falconry and golf are closed until 2nd December.  Our private walled parkland of 200 acres will be closed until 2nd December.

From July we have opted to go cashless and we will be no longer be taking cash, asking that all payments must be either contactless or pin operated via the credit card terminal.

The Guest Journey

  • Pre-Arrival Questionnaire

    On the day of arrival all customers are required to email or bring with them signed declaration confirming they have NO symptoms relating to Covid-19. From the 22nd September we will ask for customers to have their temperature recorded on arrival.

  • Swinton App

    Prior to arrival customers will be encouraged to download the Swinton App on the smart phones. This will give access to current menus, timings, activities and further information about staying on the Estate. Guests will also be pointed to the website to review services on offer.

  • Physical Distancing

    Guests will be advised to practice physical distancing by standing at 1 metre away from other groups of people not travelling with them; while standing in lines, using lifts, or moving around the Estate. Restaurant tables, drawing rooms and other physical layouts will be arranged to ensure appropriate distancing.

    Throughout the Estate we will aim to meet or exceed recognised guidelines.

  • Staff

    Employees will be reminded not to touch their faces and to practice physical distancing by standing at least three feet away from guests and other employees whenever possible. Use of face masks will be evident across the Estate where social distancing is not possible.

  • Hand Sanitiser

    Hand sanitiser dispensers, hands-free whenever possible, will be placed at key guest and employee entrances and contact areas such as driveways, reception areas, restaurant entrances, meeting and banqueting areas, lift landings, pools, treatment areas and exercise areas. Hand lotion will be provided in guest rooms and throughout the back of house for employees. We ask that all customers use hand sanitiser on entry to a building on each occasion.

  • Front of the House Signage

    There will be health and hygiene reminders throughout the property including the proper way to wear, handle and dispose of masks, along with reminders to wash hands.

  • Public Spaces, Communal Areas and Public Toilets

    The frequency of cleaning and sanitising has been increased in all public spaces with an emphasis on frequent contact surfaces including, but not limited to, reception desk, check elevators and lift buttons, door handles, public toilets, room keys and locks, stair handrails, gym equipment, dining surfaces and seating areas. Residents are requested to use their en-suite bathroom whenever possible rather than the public toilets. Face masks are required in public areas when not consuming food and beverage or seated at a table.

  • Guest Bedrooms

    Industry leading cleaning and sanitising protocols are used to clean guest rooms, with particular attention paid to high-touch items including television remote controls, toilet seats and handles, door and furniture handles, taps, nightstands, telephones, light switches, radiator valves, window handles, alarm clocks, luggage racks and flooring.

  • Laundry

    As always, all bed linen and laundry will be changed between guests and continue to be washed at a high temperature. For guests staying more than 1-night bed linen will only be changed upon request at an agreed upon time (whilst the room is vacant). Dirty linen will be bagged in the guest room to eliminate excess contact while being transported to our onsite laundry.

  • Back of House Areas

    The frequency of cleaning and sanitising will also increase in high traffic back of house areas with an emphasis on the employee dining rooms, employee entrances, employee changing rooms, delivery areas, kitchens and staff accommodation.

  • Queuing

    Any area where guests queue will be clearly marked for appropriate physical distancing. This includes check-in, check-out and spa reception.

  • Restaurants and Bars

    Restaurants and bars will reduce seating capacities to allow for a minimum of six feet between each seated group/party of guests. Where social distancing can not be maintained staff will wear protective face masks or visors. Chefs will wear face masks across our restaurants, The Terrace, Samuel's and the Bivouac cafe.

    In line with recent Government announcements we will close the bar at 10pm having previously asked if anyone requires anything further. As residents, the late Restaurant team / night porter can provide room service or table service in the drawing room on a request basis only.

  • Meeting and Function Spaces

    Meeting and banquet set-up arrangements will allow for physical distancing between guests in all meetings and events. This will follow government guidelines based on allowed numbers and social distancing. No tables larger than six will be allowed.

  • Pool Area

    Pool seating will be configured to allow for at least six feet of separation between groups of guests. Chaise lounge chairs to be sanitised hourly, reception desk and all other desks and counters to be sanitised at least once per hour. All customers will be temperature checked prior to any treatment/ therapies or use of the pool.

    View Swinton Country Club & Spa's Covid-19 Statement

General Hotel Operations

Guest Considerations 

a) We have discontinued print magazine and newspaper services throughout the public areas and limited printed collateral.

b) All packages for guests will be placed in sealed single-use plastic bags.

c) Guest packages delivered to the rooms will be placed outside the guest room, the delivery person will call the room and then wait six feet away to ensure the package is retrieved.

d) Guest laundry and dry-cleaning services available using contactless pick-up and delivery protocols.

e) Guest amenity deliveries will be consistent with In Room Dining (IRD) protocols and delivered with contactless procedures whenever possible.

f) Valet parking suspended.

g) Use of the Swinton app for service information on property.

h) A more detailed concierge call prior to arrival will need to take place 48 hours before arrival.

i) Encourage the use of e-mail for all guest transactions, offer Internet / online solution and email receipts.

j) In certain areas the use of Perspex screens will be used i.e. bar, reception and spa areas.

Reception and Arrival

An online check-in form will be sent to each guest prior to arrival to ensure time spent at Reception is minimised. This form will include information about health prior to arriving and give guests instruction on how we will handle their arrival.

When a guest arrives at the hotel, they may drop off their luggage but will need to park their own cars.

Please sanitise your hands frequently and on entrance to any building around the estate and restaurant area

Once their name is taken, we will confirm the activity/table bookings we hold for them and take a pre-authorisation. The credit card terminal will be sanitised in front of the customer, with a wipe just prior to handing it to them. After this is complete an offer of a porter to show the guest directly up to the room, with the key and the registration form being left inside the bedroom. Porters will be trained on social distancing and will remain the appropriate distance away from all guests. The lift will not be used by porters. Help with luggage will be offered by the porters and they will sanitise their hands each time they assist a guest with bags. The porter will leave the customer at their bedroom door, explaining that the door is unlocked, and the keys are inside.

Current government guidelines request for guests to wear a mask in public areas when not consuming food and beverage.  We respectfully ask guest to comply.

Housekeeping

In light of the recent pandemic, enhanced cleaning procedures will now be followed by the Housekeeping department.

In public areas, all touch points will be sanitised as frequently as possible. Door handles, banisters, toilet handles/locks, taps etc will be done regularly.

Extra time for cleaning will be allowed per bedroom for thoroughly sanitising all touch points.

Only hand dryers or disposable paper towels are available in the public toilets.

A daily service will only be available on request and at a coordinated time.  Evening turndown will not be available currently.

After a guest’s departure the hotel room and / or Swinton Estate Cottages will be serviced following the AA guidance under their Covid-19 confident accreditation.

Spa and Gym

The pools, saunas and steam rooms will be open along with the gym area.  Beauty treatments are available. These will be bookable at 1 hour time slots and subject to government advice and guidelines. Alternative wellness options to be provided to guests as they are developed including in-room and outdoor wellness programming. Click here to view Swinton Country Club & Spa’s Covid-19 statement.

Estate Shop

Cleaning of work areas, hard surfaces, handles and frequently touched surfaces to be sanitised frequently and upon a shift change.

Signage will be prominently posted reminding guests of maximum occupancies and distancing guidelines. 

Face coverings are required to be worn in the shop.

Restaurants, Bars & Lounges

We ask that all customers sanitise their hands on entrance to the restaurants

a) The Host Podiums including all associated equipment to be sanitised frequently. 

b) Service stations, service tables, beverage stations, counters, handrails and trays to be sanitised at least once per hour and logged by a manager.

c) POS terminals to be assigned to a single waiter where possible and sanitised between each user and before and after each shift. If multiple servers are assigned to a POS terminal, servers will sanitise their hands after each use.

d) Dining tables, bar tops, stools, and chairs to be sanitised after each meal service.

e) Condiments to be served in single use containers.

f) Bill presenters, pens and all other reusable guest contact items to be either sanitised after each use or single use.

g) Menus will be within the app or online however if required to be single use and/or disposable.

h) Sanitise trays (all types) and tray stands sanitised after each use.

i) Storage containers to be sanitised before and after each use.

j) Food preparation stations to be sanitised on a regular basis.

k) Food and beverage items being prepared to be transferred to other employees using contactless methods.

l) Staff will wear masks for service of food and beverage.

m) All self-serve condiments and utensils to be removed and available from cashiers or waiting staff.

n) Unwrapped straws are given upon request by the guest.

o) Napkin service to be suspended until further notice (no placing in a guest’s lap or refolding).

p) Table side cooking to be suspended until further notice.

Room Service Physical Serving

a) Set food on the stand in the hallway and notify guest when the table is outside of the guest’s room (plate covers remain) – guests will retrieve their own tray.

b) Request that guests notify the reception when finished with their meal and place their tray in the hallway outside of their room.

c) Printed room service menus to be removed from rooms and will sit within guest information that is provided on the hotel’s website and also under restaurant menus on the Swinton App.

d) Tea and coffee making facilities to be replaced with a complimentary hospitality tray on request basis with individual disposable sachets and spoons.

Whilst the Swinton Estate has endeavoured to comply with the guidelines and regulations set out for the coronavirus, due to the very nature of it being a highly contagious disease and a pandemic, we cannot be held accountable should customers be exposed to persons unknown to us as having COVID-19 and therefore agrees that they cannot pursue any claims against the company relating to coronavirus.

Customer Commitment: I acknowledge that the measures implemented by Swinton Estate to mitigate the transmission of COVID-19 place personal responsibility on me for adhering to the requirements including, but not limited to, those relating to social distancing, personal hygiene, testing and reporting health issues in accordance with government guidelines.  I accept that these provisions are required to protect the health and wellbeing of me, my family, fellow Guests and Team Members at Swinton Estate.  I understand that failure to comply with any of these requirements is a serious matter and may result in me being requested to leave the Swinton Estate.