We are delighted to confirm the hotel is now open. Whilst it has been wonderful to welcome guests back the safety of our team and guests is paramount and remains our number one priority. During lockdown and while the hotel was closed, we worked extensively behind the scenes updating our operational procedures and processes to be in line with specific guidance set out for the hospitality industry.
I don’t wish to cook in my Villa, can I take food away from the Hotel?
Yes, the majority of our new reopening menu is now 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
Are you taking bookings for locals?
Non-residents will be permitted 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 will be 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 are more than welcome to visit but they will 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 will only be for those that are ordering food.
Will the pool be open?
We are pleased to confirm that our outdoor pool is now open and our indoor pool will be open from Saturday 25th July. Once the swimming pools are open we will offer family swim sessions, each limited to 30 minutes. There will be a limit of one family per pool 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 will 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 will be available in the Hotel rooms and Villas to help this process. There will be 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 from Saturday 25th July. Once the gym is open, it will be available to book for private family use in 1hr sessions. To enable fair use we will ask that users visit no more frequently than once every 48hrs (though this will remain under review, allowing daily visits where possible). We will have additional sanitizing protocols and materials for self-sanitizing after use.
What is happening with my Leisure Membership?
Leisure Memberships will continue to remain paused. We will keep this under constant review, and we are targeting a date of 7th September for reopening to spa and leisure members. We will of course keep you updated and informed but if you do have any additional questions please do contact us by calling 01326 240421.
Can I go book spa treatments?
We are pleased to confirm that our treament rooms will be open from Friday 17th July. Once the treatment rooms are 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.
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).
How do I check in and check out?
The Hotel will provide 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
If there is another lockdown put in place preventing me from travelling to you, will I be entitled to a full refund?
If Polurrian on the Lizard is forced to reclose, then our current terms would be extended, and refunds would be made available. For those guests that have booked via our third-party agents and providers, we recommend that you make direct contact with them regarding any amendments to your upcoming stay.