Changes to our Normal Operating Procedures to meet COVID-19 Secure Guidelines;

Everyone should take responsibility for their own actions in order to stay safe

As always, your safety and happiness when staying at Heathcliff House continue to be of the utmost importance to us. We want you to feel comfortable, secure and relaxed while enjoying a break and staying in our home.

As a responsible small business, part of the Responsible Riviera and in order to comply with Government Guidelines for the hospitality sector, we have made the following changes to our normal service routines to safeguard both ourselves and you, our guests.

If you’ve stayed with us before, you’ll know how important cleanliness is to us. Stacey and Alex always pride themselves on the spotless nature of the rooms and public areas. Our housekeeping routines have changed and extra cleaning procedures have been introduced throughout the day for certain areas.  All cleaning will be carried out by Alex and Stacey. If you would like more information, we’re happy to share these changes with you.

As ever, if you have any concerns or questions, please do not hesitate to get in touch. We are always here to help, just give us a ring on 01803 211 580.

Deposits, payments and cancellations;

You will need to supply a valid debit/credit card when booking but we would be happy to accept cash/card on arrival.

The card you supply will be debited with the deposit either 30 days prior to your arrival date, or on the day of booking, whichever date is the nearest to your arrival date. Deposits remain non-refundable. The remaining balance is payable on arrival.

If you decide to cancel on the day of arrival or you 'don't show' then the full cost of your stay will be debited from the card you supplied when booking your stay.

Before you Travel;

We expect that everyone will take responsibility for their own actions in order to stay safe and reduce transmission of COVID-19. 

We ask you to consider whether you are fully vaccinated and encourage you to take a lateral flow test before travelling to Torquay. If you have any COVID symptoms, please do not travel.

Arrival and Check in;

Once you arrive in the car park, ring the doorbell and We will invite you to come to the front door. Its completely up to you whether you like would like to wear a face mask while in the public areas at Heathcliff House. Hand sanitiser will be available throughout the house.

If you require help to take your luggage to your room, this is not a problem, Alex and Stacey can assist you. Hand sanitiser will also be available on the reception desk.

You will be given directions to your room, and we ask you to use the main stairs by Reception to get to your room. Your key will be given to you after full payment is received on arrival, Please remember to keep your key with you at all times.

Breakfast

Breakfast is served in the dining room on the lower ground floor between 8:30 and 9:30am.

You will need to fill out a pre-order form (near reception) by 8pm the night before, We have changed to this pre-order system so that we can reduce our food waste.

Lounge Bar

The bar is open daily till 10:30pm.

All payments can be made by debit/credit card or cash, whichever is easier for you.

Housekeeping

Your room will be serviced daily between 11am-12pm during your stay, However, if you decide to stay in your room during these hours then it will not be serviced that day.

You can ring the bell on reception if you need help with anything. Fresh milk is available in the fridge in reception, please return empty flasks promptly to enable them to be washed and refilled.

Fresh towels will be given every third day if needed and linen will changed every 7 days.

If you do not wish for your room to be serviced then please inform Alex and Stacey when you arrive.

Moving Around Heathcliff House

When moving around our home you must be aware of other guests and their safety.

Please give way to guests coming up if you are on the landing. 

Check Out and Departure

If the weather allows, can you open the window in your room before you depart. Press the bell on reception so that we can so we can come and chat and say “until the next time”.

IMPORTANT

If You Display Symptoms of COVID-19 During Your Stay;

If you display symptoms of COVID-19 during your stay, please contact us and we will direct you to the appropriate gov.uk web page. Should you need a covid lateral flow test then we can source one for you, however, should those test results come back positive and you are required to self- isolate, you should leave immediately and make your way home if at all possible. If you have travelled by public transport you should consider how you would return home if you test positive for COVID-19 and cannot use public transport to return home.

If you cannot travel and need to self-isolate at Heathcliff House, you must remain in your room at all times. We will bring all food and drinks to your room. You will be required to pay for the extra nights’ accommodation, along with all food and drinks provided outside of normal breakfast service. If your extended stay also results in us having to cancel a booking for another guest, you will also be liable for those charges.