COVID-19 Secure Policy & Guidelines

Since the beginning of March 2020, we have all become aware of the Coronavirus Pandemic and the implications of how this will affect our lives in the foreseeable future. We would like to take this opportunity to reassure all our guests, that their safety, health and wellbeing are of utmost importance to us.

The English Riviera offers a perfect location near to the sea with fresh clean air and blue flag beaches. There are plenty of open spaces to discover and enjoy, with activities that enable everyone to retain social distancing. Our many cafés and restaurants offer a wide variety of cuisine to suit all tastes with a large number offering outdoor seating. A lot are also independently owned and family run, which means they have been able to be flexible and quickly change their operation to ensure social distancing can be achieved safely whilst not detracting from their customer’s enjoyment.

To ensure social distancing can be maintained at Kingston House, we have reduced our availability by 30%. This will enable us to provide the highest levels of cleanliness that our guests have come to expect and enjoy whilst ensuring that we can all keep to the HM Government’s social distancing guidelines.

We will maintain our deep cleaning regime and maintenance as we have always done at Kingston House. Our guests can be reassured that we will continue to keep the highest standards in all areas. We do not employ staff, as there are only two of us, our guests can be safe in the knowledge that we will be the only people they will have contact with during their stay at Kingston House [including the bedrooms, the food prep and service, and all deep cleaning]. All our PPE and cleaning chemicals are sourced from an accredited company. This company has the Royal Warrant to supply the Crown and is also a supplier to the NHS.

All guest glassware, crockery and cutlery is cleaned through the dishwasher. All linen is professionally laundered.

We have achieved and maintained our 5 Star Gold Rating with the AA, including the AA Breakfast Award. We have also retained our inclusion in the Michelin Guide for Great Britain and Ireland.

We use local suppliers, who have been carefully vetted and chosen by us and have also achieved high standards of quality and cleanliness.

Please find below details of the actions we are taking to keep us all safe, following completion and award of VisitEngland’s ‘We’re Good To Go’ Industry Standard Accreditation to Kingston House and also the AA’s Covid Confident Certificate. These awards confirm to our guests that our property has in place the necessary risk assessment, safety measures and training to reopen safely in line with HM Government and trade association guidelines as they are published.

To ensure we are compliant, we have had to change some of the ways in which we operate to ensure the safety of everyone at Kingston House. Please read through the list as some of these will affect your stay. We have strived to retain the highest possible levels of customer service and the little touches where possible. We would like to assure you, our guests, that you can look forward to enjoying a comfortable stay at Kingston House and will wish to return on your next visit to the English Riviera.

PRIOR TO ARRIVAL

HM Government advice requires that you do not travel if you or anyone in your party is unwell or is showing any of the common symptoms associated with Coronavirus (ie fever, persistent cough, loss of taste or smell), or if you have visited or live in a lockdown or restricted area. If you do find that you are unwell and unable to travel, please inform us immediately and we will be happy to re-arrange your stay for a future mutually suitable date. At this current time, all reservations are flexible and can be moved with no additional charge incurred by guests.

Your agreement is kindly requested, that you follow our temporary new procedures and extra measures whilst on our premises and throughout your stay at Kingston House. A copy of this document will be emailed to you prior to your stay with us and unless we hear from you, it is presumed that you agree and are happy to continue with your booking under these new measures. Should you prefer to stay with us at a later date, please contact us immediately and we will change the date of your booking.

This document will also be available to read via our website at: www.kingstonhousetorquay.co.uk

ARRIVAL

Although the majority of our guests arrive by car, we do have guests who like to make use of the excellent rail links we enjoy here. Under normal circumstances we would encourage and are happy to recommend the use of our comprehensive and excellent public transport system. However, during the current on-going situation, we would appreciate it, if at all possible, that you try to avoid using public transport – this will both minimise the chance of infection en-route and/or during your stay. We have private car parking available (which is free to use) for all guest rooms at Kingston House.

We would remind you to limit contact with other people not in your party and keep to the permitted social distancing at service stations, restaurants, cafes, bars and attractions, using antibacterial hand sanitiser, antibacterial & virucidal wipes and if required, masks where appropriate.

CHECK-IN

Upon your booking, we will request an approximate check-in time and where necessary, we may ask you to move your proposed check-in time slightly to avoid another guest arrival who have already confirmed their time of arrival with us.

Normally, we would open the front door for you personally and greet you. If we see you arriving in the car park, we will pre-open the door so that you can push it open further with your elbow.

If you do arrive at the same time as another guest, please wait in your car until they have moved to allow social distancing. This will also apply should you arrive at the front door (which is glass) and someone is already in our check-in area. Please wait until they have moved on.

Please note that immediately upon arrival we may request to take your temperature with a forehead temperature with a medical grade infrared thermometer on arrival, and this will be recorded to assist the NHS Test and Trace facility. These temporary records will be kept for 21 days in accordance with the guidance and destruction policies of data protection legislation.

Should we record a temperature of 38ºC (100.4ºF) or above, we will ask you to return home and self-isolate as per HM Government guidance. We will re-arrange your stay for a future date at no extra cost.

Hand sanitiser will be available next to the front door which we encourage you to use whenever you enter the building.

All documentation is usually completed on line or verbally (if making a telephone booking) before your arrival date. Normally we would ask you to sign our registration card to verify this information, however as all your information will be completed and checked beforehand by us, there should be nothing for you to complete or sign. We will remain in the reception area where possible, maintaining social distance.

Your key will be placed on the container in the reception area clearly marked for you to collect (this area and room key will be sanitised after the previous guest and also prior to your arrival).

If you do not require luggage assistance, we will not escort to your room but instead provide clear directions. There will be a comprehensive Guest Information Pack to familiarise yourself with the room facilities. For your protection this has been printed and has been laminated and will be sanitised upon your departure and that of previous guests.

Should you wish us to carry your luggage to your room, we will sanitise our hands and follow you at a safe distance and place your bags outside your door. We will sanitise our hands immediately afterwards.

We offer our guests complimentary refreshments on arrival (tea/coffee and cake). This can be served in your bedroom, or left in the Sitting Room if available. We encourage guests to enjoy their refreshments in different areas where possible but we have sofas and armchairs that are apart to socially distance. Once a guest has left the Sitting Room, items will be removed and all coffee tables will be sanitised.

VESTIBULE, HALLWAYS AND STAIRWAYS

We ask guests if they see someone already using the vestibule, hallway or stairs, that they please stand back whilst they pass. This can be done by returning to your bedroom or standing in the sitting room, or vestibule/hallway (depending on the area others are using, we would suggest if using the stairs priority is given to those walking up). We will stagger breakfast to minimise guests meeting in this way, and also checking-out.

BEDROOMS

A welcome letter will be in all bedrooms explaining our room service policy and with a reminder of the most important aspects of our COVID-19 Secure Policy.

Remote Controls for the TV and Air-Conditioning units will be placed inside new sealed plastic recycled bags so that they can be disposed of and replaced for the next guest.

All our air-conditioner units are individual to one another, so only fresh air circulates into your bedroom. During this time, we would encourage, where possible, plenty of natural ventilation with open windows when you are in your room and at breakfast.

The decorative silk cushions and throws will be removed from bedrooms to make cleaning and sanitising easier. All white linen and towels in guest room, as well as breakfast napkins, are commercially laundered at high temperatures using strong cleaning chemicals.

We have removed our bathroom amenities container and shower caps (there will be a reduced number of items, such as cotton pads, balls and buds). We have also removed the Twinings Tea Box to minimise and simplify the Hospitality area. Please be assured that all items will still be available on request.

There will be a list of available items for our guests in each room and we will be happy to supply upon request.

All used crockery should be left on the trays provided in guest rooms for collection by us each day after breakfast.

We ask that you wash your hands thoroughly with soap and hot water both on entering and leaving your bedroom. Soap and hand wash has been provided for your stay.

CLEANING AND MAINTENANCE

We have always maintained extremely high standards of hygiene and cleanliness, which our guests comment on and have come to rightly expect on each of their stays with us at Kingston House.

We regret that we cannot carry out our normal cleaning regime in your rooms daily if you are staying with us for four nights or less. We will however provide you with a consumables list and provide you with anything you require each day of your stay (eg toilet rolls, fresh milk, tea bags, coffee, hot chocolate, sugar, biscuits and toiletries (shower gel, shampoo, conditioner, hand & body lotion, cotton wool pads etc).

We ask that you empty your own bin, placing sealed bags of rubbish outside your door for collection. You will find clean bin bags underneath the old one. We also ask that any used crockery, glasses etc are placed on the tray provided in your room before you go out for the day, for collection. We will enter your room briefly during the day whilst wearing a mask/disposable apron only to leave your requested items and to place a fresh bottle of milk in the fridge. We will also sanitise the fridge door, and door handles that we have touched on leaving the room.

Only essential maintenance will be carried out during a guest stay. Routine maintenance will be carried out between guest stays.

To date, the science research on COVID-19, indicates it is an ‘enveloped’ virus and as such is within a group of viruses deemed easier to kill, whilst outside of a living body, through the use of an effective sanitising agent. We used a sanitiser accredited to BS EN 1276 and BS EN 13697 standard, and supplied to the NHS. This product kills enveloped viruses within limited contact times of less than 30 seconds.

This product can be used throughout the building, including the bedrooms, toilets, dining room, sitting room and kitchen. Additional regular cleaning will be carried out where necessary, especially on guest touch points such as handles and stair rails. When drying the solution will not leave behind a chemical residue and is not harmful to the environment or the user.

To significantly reduce any risk to guests, a minimum gap of 24 hours will be left upon a guest’s departure before we clean a vacated bedroom between guests and at least 48 hours before a new guest checks in to the same room. Appropriate PPE (Personal Protective Equipment) including a face mask, plastic apron and nitrile gloves will be used when cleaning a room, then disposed of and a new set used for the next room. New cleaning cloths are also used for each bedroom/bathroom to prevent cross-contamination and we will be washing our hands frequently. Hand Sanitiser (80% alcohol) is used between cleaning the bedroom and bathroom and before moving to the next bedroom.

BREAKFAST

We will only have three of our five dining tables in use to maintain the required current HM Government’s social distancing.

We may request an approximate breakfast time slot from you and stagger guests in our dining room. We ask that quests who require a specific breakfast time slot to advise us in advance, if possible, to ensure we can accommodate this request.

Please use the wall-mounted hand sanitiser before entering the dining room. Once guests have entered the dining room for breakfast, please wait to be seated. We will maintain the required social distancing at all times.

Menus will be printed and laminated and sanitised after use – they will be only used once each morning to avoid cross-contamination.

Preserves and butter will be available upon request rather than on your table.

We have revised our breakfast service slightly to ensure dedicated cutlery, crockery and condiments for each sitting. We will clean all non-disposable condiments after each use or recycle disposable ones. Where possible we will ensure the dining room is well ventilated. We will adhere to social distancing guidelines at all times.

Breakfast orders will be taken as usual, but from the required social distancing in place. Plates of food will be delivered to an empty table for collection by guests, including tea/coffee/milk/cream etc. Guest can place used crockery on the dresser to be taken away.

We will, as always, adhere to the highest standards of cleanliness and food safety at all times.

Please note that our guest downstairs toilet will be unavailable.

CHECK OUT

Prior to check out, we would kindly ask that guests open all windows for ventilation, and leave any hair dryers or anything else that they have used during their stay to be sanitised.

We would ask that guests pay their invoice on the day of arrival. Kingston House operates a secure payment system via EVIIVO, where the balance can be taken and an invoice/receipt is automatically sent to the guest via their email address. If the credit card machine (PDQ) is required, guests will be asked to use the hand sanitiser available before use and the machine will be sanitised after each use.

Keys can be placed in the key container on leaving to ensure it is cleaned and sanitised for the next guest. Depending on the number of guests checking out on any one day, guests may be asked to stagger their check-out times. To this end should a guest need to depart at a specific time, we ask that this request is advised to us on check-in and we will do our best to accommodate.

GENERAL

Hand Sanitiser (80% alcohol) will be available on entering Kingston House, to allow you to clean your hands as soon as you come into the building and open the front door. On arrival, we will open the door for guests to enter.

When conversing with guests, closer than the required social distancing, we will wear a face covering, and would kindly request our guests do so too (guests will need to provide their own face coverings).

Should any guests wish to use our common areas, including the smoking area outside, we ask that they remain at the social distance required from other guests.

On hearing the fire alarm, please evacuate as normal. Where possible please keep the recommended social distance from other guests when standing outside in the car park.

Should guests require help or advice during their stay, we ask that they ring the Enquiries bell situated by the reception area – we kindly request that they use the hand sanitiser before using the bell.

We will keep temperature records of our guests and ourselves for 21 days at which time they will be destroyed. We will temperature check ourselves on a daily basis. A fever is above 38ºC.

All deliveries are sanitised on arrival and we also wash our hands after touching deliveries. We have limited our contact and have always maintained the HM Government’s required social distancing.

GUIDANCE IN CASE A GUEST SHOWS COVID-19 SYMPTOMS

In line with HM Government Guidelines guests who display symptoms of Coronavirus, live in a household, have visited or live in a restricted or lockdown area, or where someone else has symptoms must not check in. The most common symptoms of coronavirus are the “recent onset of a continuous cough or high temperature or a loss of, or change in, normal sense of taste or smell.”

GUIDANCE IF A GUEST DEVELOPS COVID-19 SYMPTOMS

If a guest develops COVID-19 symptoms while staying with us they should immediately inform us and we will advise on the next steps to be taken in line with the latest government guidance and to ensure there is no onward risk of infection to other guests or hosts. The guest should immediately self-isolate where they are to minimize the risk of transmission, and request a test. The Government guidance  “Details of how to arrange an NHS antigen test” can be found here.

If a guest is confirmed to have Covid-19, they should return home if they reasonably can. They should use private transport but only drive themselves if they can do so safely. If a guest cannot reasonably return home (for example because they are not well enough to travel or do not have the means to arrange transport), their circumstances will be discussed with an appropriate healthcare professional and, if necessary the local authority. This will apply to all guests staying in the same room, household or support bubble. If the guest is unable to return home, we will discuss potential meal and laundry options. Guests will be required to clean their own rooms and strip their beds. In accordance with HM Government guidance guests will be expected to pay the costs of an extended stay as detailed in our terms and conditions.

If a guest shows acute symptoms, has breathing difficulty or their life is at potential risk, medical help should be sought immediately. Either through NHS online at https://111.nhs.uk/ or by dialling 999 for a medical emergency.

If a guest is required to self-isolate with us beyond their planned stay they will be liable for the additional costs caused. This includes any additional costs associated with the impact to follow-on guests who may not be able to stay with us due to the extended stay. Guests are encouraged to take out suitable travel insurance to cover this eventuality.

In the event that we find coronavirus on site, or one of us as owners are tested positive or need to self-isolate, we may need to cancel guest bookings at short notice. Where this happens, alternative dates will be offered.

The above represents a sample of the new Health & Safety measures being implemented at Kingston House. This list is not intended to be all-encompassing, but to offer an overview of how we are working to safeguard the health and wellbeing of our guests and ourselves. All standards will be reviewed and re-evaluated regularly to ensure relevance and maximum efficiency, and are subject to change based on the guidance of the WHO, local health and HM Government authorities.

Should guests require further information or have any queries before staying at Kingston House, please do not hesitate to contact us on 01803 212760, or email: stay@kingstonhousetorquay.co.uk

AA Gold 5 Star Award 2020

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Please do not hesitate to contact us on +44 (0)1803 212760 for the latest up to date offers and information to make your stay special.

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