Polurrian on the Lizard is now closed and we are hoping to reopen on Wednesday 24th March, subject to government guidelines. The below FAQs cover our hotel operations when we are open, in line with current Government guidance.
What is your policy regarding the government’s tier system of lockdown measures?
Guests should follow the rules of the Tier either of their home or the hotel, whichever is the highest.
Tier One - this is the 'Medium' local COVID alert level. The hotel has been operating since July with rearranged spaces, restaurant policies and cleaning standards to make sure you can relax and enjoy your break safely.
Tier Two - if you’re visiting from an area in this 'High' alert level, we look forward to welcoming you but you'll need to remain within your household group while staying with us.
Tier Three & Tier Four - if you live in an area with a 'Very High' alert level, we kindly ask that you rearrange your stay for another time. If you are already booked with us, we will be able to postpone your booking and put your deposit on hold until such time that you are able to make new plans.
You can check your local alert level on the government website.
If we live in Tier 2, are we allowed to dine with friends and family indoors?
As per the latest guidelines, you cannot socialise with anyone you do not live with or who is not in your support bubble in any indoor setting. We will, however, have plenty of blankets and hot chocolate so you can enjoy time with friends or family not from your household; the rule of six will still apply.
Will the bar and restaurant be open after 10pm?
In line with the latest government directives, last orders for food and drinks will be taken at 10pm. Guests will then be required to finish their meals and drinks by 11pm, with resident guests leaving the restaurant and bar at that time and non-resident diners leaving the hotel premises.
I don’t wish to cook in my Villa, can I take food away from the Hotel?
Yes, the majority of our new menu will be available for takeaway collection or delivery to your Villa. No additional charge is made for delivery. All orders need to be prepaid over the phone, at the time of ordering.
Can I eat in the Restaurant and what times will I be able to dine?
We will only be permitting Hotel residents in our Restaurant or Lounge to ensure there is sufficient space and time for all guests to enjoy their meals. Bookings can be made by calling 01326 240421 or sending an email to our Reception team firstname.lastname@example.org
The rule of six
In line with the latest Government directives, we will no longer be able to confirm dining reservations for more than six people. If guests have a valid reason for booking a larger table (for example where there are more than six people in a household family group, or there are additional people in an exclusive support bubble), then please discuss this with the hotel when making the reservation.
Are you taking bookings for locals?
We will be welcoming non-residents but only to drink or dine in our outside seating areas. The outside areas will be open if the weather allows and communication on whether our outside areas are open is made daily through our social media channels. Bookings can then be made by calling 01326 240421 or sending an email to our Reception team email@example.com
Can we just come for a coffee or a beer?
Yes. Non-residents and locals will be more than welcome to visit but they only have access to the outside tables and chairs on our terrace and in our garden. Due to the limited number of tables as a result of social distancing rules, we’re afraid that bookings during Lunch and Dinner are only available for those that are ordering food.
Will the pool be open?
We are pleased to confirm that our indoor swimming pool will be open. We will be offering family swim sessions, each limited to 30 minutes. There is a limit of one family at any one time. Pool sessions can be booked by calling 01326 240421 or sending an email to our Reception team firstname.lastname@example.org. This will be based on a first come first serve basis. If for any reason you no longer wish to attend your swim session, please telephone us to let us know.
Will the changing rooms be open?
No. Due to the layout and size of our changing rooms we ask that you get changed in your Hotel room or Villa before and after your booked swim session, as well as asking all guests to shower in their rooms before entering the pools. This also means you can use all your 30 minutes having fun in the pool, not changing. Robes are available in the Hotel rooms and Villas to help this process. There is a hand sanitizer station at the entrance/exit.
How about the gym – will this be open?
We are pleased to confirm that our gym will be open. The gym is available to book for private family use in 1hr sessions. To enable fair use we ask that users visit no more frequently than once every 48hrs (though this will remain under review, allowing daily visits where possible). We have additional sanitizing protocols and materials for self-sanitizing after use.
What is happening with my Leisure Membership?
Leisure Membership at Polurrian is currently paused. When open again, we will be asking all members to pre-book allocated sessions for use of either the swimming pool or the gym. Our changing rooms will remain closed for the time being and therefore we are asking our members to arrive ready and change/shower when they return home.
Can I book spa treatments?
We are pleased to confirm that our treament rooms will be open. Our therapists will be following government guidance coupled with industry best practice and recommended systems of procedures from Elemis and we are committed to offering the very best pamper experience to residents and locals, within those guidelines.
How are you cleaning my accommodation before and after my stay?
A stringent new approach to cleaning has been implemented and will be regularly adapted in line with government guidelines.
Do I need to wear a face covering inside the hotel?
In line with the latest Government directives, face coverings should be worn in the public areas of the hotels. However face coverings are not required when seated in the restaurants, bar or lounge areas where we operate table service for food and drinks. Children up to the age of 11 are not required to wear face coverings. Further information will be provided by the hotel team upon arrival.
Have you changed your T&C’s?
Yes, we have reduced your initial deposit to secure your booking to 10%. This is non-refundable and will be taken to guarantee your reservations at the time of booking. We also will require you to pay the balance of the cost two weeks prior to your arrival (it should be noted that reminders are not sent out). For more information, please view the hotel’s terms and conditions.
How do I check in and check out?
The Hotel will be providing an Express check in and Check out service only, to ensure guests can arrive and depart with ease. We’ve updated our pre-arrival communications to provide additional information relating to health and hygiene so that upon arrival you are fully prepared for your stay.
Are you still taking dogs?
Yes, we are very much a pet friendly Hotel and will continue to deep clean our pet friendly Rooms and Villas as usual. Please contact us prior to booking your pet friendly accommodation to check availability.
I have a gift voucher to use, can the expiry date please be extended?
Vouchers with an expiry date of 31st July 2020 and before can be extended by 6 months. Please contact us by calling 01326 240421 or sending an email to our Reception team email@example.com