How We’ll Keep You Safe

How we'll keep you safe when we re-open


As a family-run business, we want to reassure our guests, staff and community that everyone’s safety is paramount

In-line with the latest Government guidelines, we have been welcoming guests back since July 4th 2020. We’ve been working hard behind the scenes to review our operations and have adapted our processes to ensure you will enjoy a memorable holiday without compromising your safety

We have always employed five-star cleaning protocols throughout our resort and recent events have meant we have elevated these standards to even higher levels and we’ve invested in specialist equipment to sanitise and kill bacteria and viruses

We want to share important information about the process below, as we understand that peace of mind is important for everyone’s safety


‘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

How the Tiers Affect Your Holiday

If you are unsure what the tier system means for your holiday, we have compiled some helpful information below:

Tier 1: Medium

If you reside in a Tier 1 location, you are able to travel with multiple households. If you are concerned and would like to move your holiday, you can move it if the arrival date is more than seven weeks from the day you wish to move your holiday and you will be required to pay the difference should the cost of your new dates be more than your original, plus pay the admin fee to move your holiday.

Tier 2: High 

If you reside in a Tier 2 location, you are able to travel with your household and social bubble. If more than two households are staying in one lodge, you can move your holiday and you will be required to pay the difference should the cost of your new dates be more than your original. We will waiver the admin fee to move your holiday.

Tier 3: Very High 

If you reside in a Tier 3 location, you are unable to travel for your holiday. We will move your holiday to the exact same date next year for the same price that you originally paid. We will waiver the admin fee to move your holiday. Should you choose to move your holiday to a new date you will be required to pay the difference should the cost of your new dates be more than your original. Please contact us to reschedule your holiday.

IMPORTANT NOTE: Guests must follow the Tier rules of the area from which they have travelled FROM

Should you have any further questions or concerns please speak to our Reservations team 01209 842354

On-Site Facilities

After the latest set of Covid-19 guidelines, our facilities will operate following the below regulations:

  • Swimming Pool: this is a Covid secure area and will operate with a maximum of 2 lodges per session
  • Gym: this is a Covid secure area and will operate with a maximum of 1 lodge per session
  • The Terrace Restaurant: the ‘rule of 6’ applies
  • Feadon Wildlife Centre: this is a Covid secure area and will operate with a maximum of 6 people per bubble in a group of 10
  • Archery: this is a Covid secure area and will operate with a maximum of 1 lodge per session

All of these activities must be pre-booked online via the website and social distancing regulations must be adhered to at all times. PPE such as face coverings must be worn when attending activities and in public areas, and hand sanitiser is widely available across the site.

Should you have any further questions or concerns please speak to our Reservations team 01209 842354

New Specialist Lodge Cleaning

Our housekeeping team include trained and qualified operatives in sanitation methods. 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 – watch the video below for a demonstration of our new fogging equipment:


This process kills 99.9% of bacteria and viruses

How Does it Work?

This process atomises a super strength disinfectant solution called Seligiene Ultrainto which turns into a fine mist and creates a complete cloud of disinfecting microscopic droplets. The 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

  • Sanitisation to this standard will be completed between every guest departing and prior to all new arrivals
  • All pillows, quilts, mattresses and cushions are also sanitised using the same technique


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

Our team spends five hours deep-cleaning our lodges

New Deeper Cleaning Regimes

In addition to the sanitisation as detailed, our housekeeping and maintenance teams spend approximately five hours cleaning a two or three-bedroom lodge and during this period of the pandemic we will also be wearing PPE face masks and gloves. All our housekeeping staff are temperature and symptom checked on arrival for each shift

  • Hot tubs are cleaned between each guest stay, and sanitised filters fitted, along with the water being changed


The hot tubs are also manually checked twice a day for further protection, all surfaces around the hot tub and its cover are also sanitised between guest stays

Our new swab tests will give you peace of mind

New Swab Tests

As an additional procedure we will be swab testing each lodge once it has been sanitised and cleaned and prior to guest’s arrival. This will check that the appropriate level of cleanliness has been reached

  • Upon arrival to your lodge, we always provide a welcome card from the housekeeping team who have cleaned your lodge. On the rear of this card we will provide the swab test results of your lodge and will leave the sealed swab for you to keep or dispose of as you wish

Results from the swab tester are as follows:

  • 0-25: hospital-standard clean
  • 25-200: clean
  • 200 and above: requires further treatment

Lodges will only be available for check-in when they pass the swab test

Sanitisation includes every item and surface throughout

New In-Depth Sanitisation

Our lodge sanitisation process between our guests will include:

  • The interiors of all wardrobes, drawers, cupboards, cutlery and kitchen items
  • All surfaces, soft furnishings, door handles, light switches, remote controls, railings, furniture and appliances
  • All hot tubs (where applicable) and exterior railings and balustrade

All of these are misted/fogged with medical standard sanitisation products

Use your mobile, tablet, iPad or laptop to check-in

New Online Check-in Process

Prior to arrival, we will ask all our guests to complete a simple health check update online, and confirm they are not exhibiting any symptoms of Covid-19.  Kindly note, anyone exhibiting symptoms will be asked not to travel and to stay at home

Our brand new check-in procedure no longer requires you to come to reception in person and here’s how it works:

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

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

You will then have a follow up call from our guest services team to check you have everything you need and assist you with organising your stay

Hand sanitiser with 70% alcohol will be available across the site

New On-Site Safety Procedures

We have hand sanitiser with alcohol dispensers on the entrance to all of our buildings which we politely ask everyone to use every time they enter and leave a building

  • When our pool and clubhouse re-open, please arrive in your swimming costumes to avoid time in the changing areas
  • Use dressing gowns and towels from your lodge
  • All public areas will be sanitised regularly – occasionally we will close to re-sanitise
  • Our restaurant will re-open on July 4th for your choice of a takeaway to your lodge, a meal in our beer garden or spaced out seating in the restaurant
  • It is likely some tables will be removed to create dining areas with significant space between diners

The maximum number of people on activities may be reduced, some facilities may operate at reduced hours and some facilities may remain closed in the short term

Please note that current information states the Covid-19 virus does not survive in water

The site will operate as cash-less to reduce contact

New Cashless Payment Procedures

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

The majority of our activities, services, facilities and amenities can be paid for online in advance or by card when you arrive

Cashless payments will be required for all of the following:

  • Terrace Restaurant (including takeaway and delivery)
  • Feadon Wildlife Centre
  • Base Camp
  • The Wellbeing Spa
  • Shop items in Reception
  • Golf and fishing

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

* The above facilities are subject to re-opening guidelines

Temperature checks will be conducted daily on all staff

General Information

All our staff attending any maintenance issues in your lodge will be suitably dressed using PPE for your protection. Upon arrival for every shift, all members of staff are temperature and symptom checked

We hope you agree that your lodge and holiday will be as safe as you could ask for. We would ask for your co-operation, understanding and patience, as these new stringent procedures may create a delay in cleaning our lodges ready for check-in. Remember that your safety is our first concern and any delay or reduced availability in facilities is only as a result of us taking your wellbeing seriously and following Government guidelines

Occasionally lodges and hot tubs may not be ready at our normal check-in times due to the additional times taken to reach these new standards, so we ask you to be patient as we have your safety as our first concern


Relaxed Terms & Conditions

Want to book a holiday with peace of mind you won’t lose your money?

We’ve relaxed some of our booking terms for new bookings, so you can book your next holiday without worrying you’ll lose your money