Re-Opening Plan & FAQs

Frequently Asked Questions During Covid-19

We understand that you may have questions. To help provide you with everything you need to know, we have created a three-phase plan for re-opening and a list of FAQs below to give you transparency with everything you need to know

Click below to find out more about what we’re doing to keep you safe when we re-open

‘Safer Stays’ Provider & Covid-19 Ready

We’ve been provided with a ‘safer stays’ badge by our booking partner Hoseasons & Visit England in recognition of our new safety measures

Re-opening: Phase 1

Since we closed our doors in March, we’ve been working hard behind the scenes to ensure all our guests and staff will be safe when we re-open. We have devised a three-phase re-opening plan, to ease the entire resort back into business phase by phase and with an opening date of July 4th in place, we’re preparing for the first phase

We’re fortunate the resort is set on an expansive 100 acres, ensuring there is plenty of space to soak up the salty sea air. With all lodges offering fully equipped home-away-from-home experiences, our hospitality will be as warm as always and your safety will be our primary concern

See below for our 7-point plan for re-opening during the initial Phase 1 on July 4th

 

* Polite Notice: The below is based on our initial guidance which is lead by Government guidelines and any of the information below could change without prior notice. We will only re-open facilities as and when it is safe to do so and we will regularly review our processes and operations to ensure a new normal is enjoyed by our guests as soon as it is safe

1. Contactless Check-ins:

We have developed a new online check-in process to enable you to enter your lodge without having to visit reception

To reduce contact, pre check-in online 7 DAYS BEFORE ARRIVAL

How it works…

Seven days prior to arrival you will be sent a text message asking you to pre-check in

1. Open the guest portal 7 days before you arrive
2. Log-in and check your details are correct
3. There’s nothing more to do until you arrive in Cornwall
4. On the day of check-in, you will be sent a text message with your lodge number, keysafe and barrier code so you can access your lodge
5. We aim to have lodges ready by 4pm. However due to the enhanced cleaning measures please be patient and we will alert you as soon as your lodge is ready

We will greet you with a courtesy call on the day you arrive

The day before departure, you will be sent a text to inform you of the departure procedure

2. Sanitising Lodges:

We’ve invested in new fogging equipment to sanitise our lodges after each guest departs before the arrival of new guests.

Each lodge will be sanitised using a misting/fogging technique developed for hospital operating theatres and deep cleaning. The atomised sanitation product kills 99.9% of all bacteria and viruses. This process atomises a super strength disinfectant solution into a fine mist and creates a complete cloud of disinfecting microscopic droplets. These droplets enter the atmosphere of the whole room being cleansed and help sanitise every aspect of the area, walls, ceilings, floors and surfaces. The disinfecting mist gets into every area, and parts that normal cleaning could never reach.

All linen, towels and bedding are washed to Government advised standards at a 70°C+ temperature this kills all known bacteria and viruses

3. Cashless Operations:

When we re-open, our site will predominantly operate cash-less to reduce person-to-person contact

During Phase One of re-opening, we will be trading as a cashless business. How long we continue to take card-only payments for facilities and activities will be regularly reviewed in-line with Government guidance and advice and may continue throughout later re-opening phases.

We politely ask you to ensure you bring bank/credit cards with you to use during your stay

4. Food & Drink:

We will re-open our Terrace Restaurant & Bar on July 4th and it will be open for your choice of takeaway, garden dining or restaurant dining

We have created a new al fresco beer garden on the grass area outside the restaurant where guests can enjoy takeaways or they can be delivered directly to your lodge

  • Open daily 12-9pm
  • Sunday roasts, afternoon teas and cream teas also available

Safety measures and sanitising regimes will be employed by all staff at all times. Gloves and other appropriate PPE will be worn during food preparation, hand sanitiser will be available in all common areas, plus temporary social distancing measures will be in place across the site

5. Feadon Wildlife Centre

A reduced activity schedule will be available and activities will run on reduced numbers. Staff will wear appropriate PPE, plus we will provide PPE for guests to wear including visors, gloves and hand sanitiser.

During Phase 1, we will run the following activities:

  • Meet the Animals
  • Falconry

WHEN YOU BOOK ONLINE, YOU WILL NEED TO USE THE PASSWORD PROVIDED IN YOUR PRE-ARRIVAL EMAIL AND IS ALSO VISIBLE WHEN YOU LOG INTO YOUR GUEST PORTAL

6. Golf, Fishing & Tennis

Our Famous Nine Golf Course, Clover Fishing Lake and the tennis court are now open and are operating well under our new temporary safety measures

Hand sanitiser is available to everyone and social distancing measures are in place, along with bungs in holes for easy ball retrieval and strict cleaning and sanitising procedures

7. Archery

Archery will be available from July 4th and you will be able to book in lodge bubbles to reduce contact with other people

£75 for 1.5 hours with an instructor, maximum 6 people and must be aged 16 years and up

 

Re-opening: Phase 2

See below for our 3-point plan for re-opening during Phase 2 that will take place when Government guidelines deem it is safe:

1. Swimming Pool & Clubhouse

The swimming pool and clubhouse bring different challenges and are most likely to re-open during Phase 2 and we are working on a strategy that will allow us to safely re-open when the Government guidelines allow

When we do re-open these facilities, there will be some restrictions in place. One such restriction may include time slots for lodge bubbles and we may ask you to arrive in your swimwear to avoid using the changing areas

We will update you in due course in-line with Government guidelines

2. Activities

Other activities such as climbing, sea scooters and body zorbs will restart during Phase 2. It is likely when we re-open activities, there will be some restrictions in place. One such restriction may include family-only bubbles and we may create an outdoor area for some activities to take place outside rather than indoors

We will update you in due course in-line with Government guidelines

Re-opening: Phase 3

See below for our 3-point plan for re-opening during our final Phase 3 later in the year in-line with updated Government guidelines

1. Base Camp

Safely re-opening of Base Camp is more complex and as such it will likely be part of our final phase of re-opening. It is likely when we re-open soft play and climbing, there will be some restrictions in place. One such restriction may include reduced numbers permitted inside and temperature checks before admittance

We will update you in due course in-line with Government guidelines

2. Wellbeing Spa

Safely re-opening of the Wellbeing Spa is more complex and as such it will likely be part of our final phase of re-opening. It is likely when we re-open for treatments, there will be some restrictions in place. One such restriction may include reduced menu of treatments, PPE to be worn by staff and visitors and pre-booked appointments only

We will update you in due course in-line with Government guidelines

3. All Other Activities

During the final phase, we will aim to re-introduce all activities to the schedule. This will include Feadon Wildlife Centre activities such as rock pooling, Gruffalo time and badger watch, as well as any Go Active activities with more complex social distancing issues

We will update you in due course in-line with Government guidelines

FAQs

Q: I have a booking but I can’t travel due to Government restrictions – what do I do?

A: If you booked via our booking partner Hoseasons, please contact the Hoseasons team for information about how to change your booking, you will find the information you need at www.hoseasons.co.uk/covid-19

If you booked directly through Gwel an Mor, we will move your holiday to new dates without charging our normal admin fee

We will get in touch with you should your current holiday fall within the dates that we have been closed by the government. If you would like to speak to us about your holiday, please contact us 9am-5am daily 01209 842354 or via email to discuss enquiries@gwelanmor.com

Q: When will you be open again?

A: We’re currently closed and we are planning to re-open on July 4th 2020 in-line with currently Government guidelines. The re-opening date could be postponed to comply with any new Government guidelines.

Q: Will all your facilities be open?

A: When we re-open, we will follow government guidelines which may mean some facilities will remain closed or operate on limited capacity. Should any facilities be closed or limited then our T&Cs cover this under points 8 & 9 and therefore no reduction of your holiday cost or compensation would be due

Golf: The Famous Nine Golf Course is open daily from 9am-7pm with social distancing rules in place that can be read here

Fishing: Clover Fishing Lake is open daily from 9am-7pm with social distancing rules in place that can be read here

Tennis: The tennis court is open daily from 9am-9pm and can be booked online with social distancing rules in place

Feadon Wildlife Centre: the centre will be open and operating with restricted smaller groups with social distancing in place

Grass Sports: Boules and croquet are available with social distancing rules in place

The Terrace Bar & Restaurant: the restaurant will be open for dine-in and takeaways that can be delivered to your lodge or picked up if preferred, this will include bottled wine and beer and soft drinks

– There will also be outdoor picnic tables adjacent to the Terrace restaurant available to enjoy on the greens outside the restaurant, in this outdoor area we will additionally offer takeaway drinks, wine by the glass and draft beer, along with soft drinks

– One group from the same lodge per table to ensure social distancing measures are complied with

Swimming Pool & Clubhouse: We are awaiting Government advice on whether and how we can safely operate the swimming pool and clubhouse area and if its possible to operate this area safely within guidelines once issued be assured we will

The Wellbeing Spa: We are awaiting Government advice on whether and how we can safely operate the swimming pool and clubhouse area and if its possible to operate this area safely within guidelines once issued be assured we will

Base Camp and Go-Active: We are awaiting Government advice on whether and how we can safely operate Base Camp and activities such as archery and if its possible to operate this area safely within guidelines once issued be assured we will

Q: Will places be open in Cornwall?

A: Yes. When we re-open on July 4th, the majority of other local businesses will also be re-opening. You can get takeaways from local pubs, enjoy fish and chips on the beach, book surfing lessons, buy ice creams and Cornish pasties, do some shopping, visit attractions including the Eden Project, National Trust locations and English Heritage sites, plus of course the beaches are all waiting to be enjoyed

Q: Can I book a holiday now?

A: Yes. Currently we are taking bookings for July 4th onwards. New bookings are regulated by our relaxed terms and conditions that can be found at the bottom of this page

Q: Can I book a holiday in 2021?

A: Yes. Currently we are taking bookings for 2021 and we believe next year will be a bumper year for the great British staycation. New bookings are regulated by our relaxed terms and conditions that can be found at the bottom of this page

Q: Why book direct with Landal Gwel an Mor?

A: We are a privately owned family business and as such we do not have some of the risks that larger operators have, we can deal with any concerns via our Guest relations team and  management team, so you have the peace of mind we are always on hand to look after you and that, for us you are all our individual guests with your own needs and requirements. We also have many projects supporting the local community so be assured the money you spend with us directly supports locals in Cornwall from jobs to environmental projects

Q: What happens if I book now and the Government employ new travel restrictions?

A: You will not lose your money. We will simply move your holiday to new dates without charging our normal admin fee. New bookings are regulated by our relaxed terms and conditions that you can view at the bottom of this page

Q: Will I be able to buy food when you first re-open?

A: Yes. When you arrive you can organise a delivery from a local supermarket or you can shop in person in our local shop in Portreath or in a nearby supermarket. Our on-site restaurant will be open for dining inside and outside, as well as takeaways which can either be delivered to your lodge or enjoyed in our outdoor garden dining area

Q: Are your lodges safe to stay in?

A: We employ five star cleaning techniques and our housekeeping teams spend a minimum of four hours cleaning each lodge wearing face masks and gloves. We use a sanitising product which will kill 99.9% of bacteria and all linen is laundered at 70c as recommended by the government. Our hot tubs have new water and are cleaned between guests and are checked twice a day for maximum protection during your stay

Q: What can I expect when I visit?

A: When we re-open, the site will be predominantly cash-less to reduce person-to-person contact. The majority of our activities, facilities and amenities can be paid for online in advance or by card when you arrive. We politely ask you to please ensure you bring bank cards with you to use during your stay. The maximum number of people attending activities will be reduced. Check-in and check-out procedures will be done online to reduce person-to-person contact. You can expect some facilities to operate at reduced hours and with reduced numbers, while the Wellbeing Spa and Swimming Pool & Club House facilities may remain closed in the short term

Q: I’m staying with you and I’ve started to show symptoms of Covid-19 – what do I do?

A: First of all, stay in your lodge and self isolate with all other people who are staying in your lodge. Immediately call our Reservations team for advice about what to do next. We will provide you with information about how to apply for a test and talk you through what happens next.

Do not leave your lodge for any reason other than to go for your test. If it is confirmed that you have Covid-19, you will need to return home as soon as you reasonably are able to. You should use private transport only and drive yourself if you are well enough to do so safely.

If you are contacted by ‘Track & Trace’ and have been informed that you have been in contact with someone who has tested positive but you are not displaying symptoms, you will need to leave the resort immediately and travel home.

Q: What happens if I’m too poorly to travel?

A: If you cannot reasonably return home (for example, if you are too unwell to travel or do not have a means of private transport available), you will need to discuss what to do with next with a healthcare professional and/or Cornwall Council. Our Reservations team can support you through this process and provide you with all the information you need over the phone.

Guests will need to follow Government guidelines on dealing with possible or confirmed cases of Covid-19 during a stay with us.

Follow this link for more information: www.gov.uk/coronavirus

Relaxed T&Cs

We’ve relaxed some of our booking terms for new bookings, to give you peace of mind you will not lose your money due to Covid-19

Polite Notice: We reserve the right to close, alter or restrict, the usage of any of the resorts facilities or activities without prior notice to ensure we comply with Government guidelines and health and safety measures. Our Guests and Staff members health and safety will always be our priority and we thank you in advance for your patience and understanding should facilities be restricted during your stay.

Kindly Note: We do not know which facilities will be open as it will be dependent on the Government advice and the financial viability of operating. We will update guests in our pre-arrival email with regards as to what facilities will be available during their stay. Please note that closure of facilities is covered in our T&Cs under FORCE MAJEURE