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A message to our guests…

Life has changed for us all over the past few months and we have been exploring all ways to ensure our new “normal” does not compromise the experience and stay you know and love.

Following government advice and to protect the health and wellbeing of our extended family (the team), guests and communities, in March we closed our doors.

During the pandemic, we have been very grateful to be able to lend a hand to the incredible response to support the NHS in Cornwall. Working alongside amazing teams STEPS, Stayathome Cornwall and Corcare Ltd we became Newquay’s discharge lounge. You can view more info here. 

While closed to the public we’ve reviewed our operations, adapting existing procedures and finding new innovative ways to ensure your stay with us is safe. We are confident we can reopen in compliance with social distancing and you can enjoy your long awaited Cornish adventure safely.

The same stay, with a difference. 

Before you set out on your journey to visit us, we will invite you to check in online before you arrive so your welcome is swift and safe.

We will be asking our guests to pay with contactless/card payments throughout the hotel.

We Clean. We Care. We Welcome.

Our check-out time has been temporarily changed to 10.30am and check-in time to 4.30pm to enable our housekeeping staff to increase hygiene measures efficiently. You can still arrive before this time to store luggage and use our communal areas if required. To protect you and our team, housekeeping will be available on the 3rd night of your stay, if you would prefer daily housekeeping you can opt in by speaking to our reception team, alternatively you can also opt out if needed. Any single use items that have not been used will be replaced before your stay and some details, for example magazines, have been removed to reduce possible transmission. As guests move around the building, we may adjust the flow to ensure passing in corridors is safe and that our housekeeping team and guests are kept at a safe distance.

All our communal areas have been redesigned to allow for social distancing and all our food and drink offering will be available via table service to ensure you can enjoy your stay without compromise.

We have redesigned our breakfast so buffet temporarily so you can “grab and go” to avoid queues.

There will be sanitizing stations available around the building and at high-touch areas.

We will be requesting that you reserve your dining times in advance (including breakfast) to avoid disappointment due to room occupancy limitations.

Have confidence in your booking.

As part of our pre-check in form, all guests will be required to acknowledge our guest attestation.

Should anyone fall ill during their stay, please be reassured we will not let that room until it has been deep cleaned.

If any staff display symptoms they will not be allowed into the building, this may mean some last minute shift changes but we will do our upmost to protect our service levels and appreciate your understanding.

Cancellation policy: 

We have decided to extend our temporary cancellation policy for reservations until the end of September.

  • Reservations with free cancellations: we are amending our policy to include free cancellation until 48 hours prior to check-in up until August 31st.
  • We are currently not offering non-refundable tariffs due to the uncertainty.
  • All amendments are subject to availability and may incur additional charges.

Despite all the uncertainty, one thing is for sure, we are looking forward to welcoming you back for a summer staycation to remember as soon as it is safe to do so!

The Carnmarth Team x

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