Health & Welfare

In response to the recent health crisis, we want you to know what we're doing to keep everyone safe

We know many of you are concerned about how to stay safe while still enjoying yourselves. So we’ve put together some helpful information so you can see exactly what we’re doing to help put your mind at rest that our 5-star resort is doing everything possible to protect our guests and staff

Your welfare is our priority. Here’s how we are mitigating the risk of coronavirus to our staff and guests:

1. CLEANLINESS

Our experienced in-house housekeeping team are following strict precautions to ensure lodges are cleaned thoroughly. Staff have been provided with face masks and gloves to wear during cleaning, which are regularly changed and disposed of. Disinfectant is being used throughout lodges including but not limited to side boards, light switches, equipment and appliances. Carpets have been deep cleaned buy a third party company in the Reception area. Our soft play area in Base Camp has also been deep cleaned with disinfectant. We are currently using extra commercial cleaning materials including Oxivir spray.

2. LINEN

Our luxury lodges have all their Linen treated to neutralise bacteria ensuring comfort and reassurance for every guest. Following the government guidelines announced yesterday, we have increased our washing temperatures from 55 degrees to 70 degrees. We also process the bed linen through our ironing lines at 184 degrees to further neutralise any remaining bacteria – if there is any still present. Towelling is also dried at temperatures of 100 degrees.

3. HAND SANITISER

Hand sanitisers with a minimum of 60% alcohol content is available in all public areas for guests and staff to use. Signs are also up in public areas providing helpful guidance on how to effectively wash your hands to keep bacteria at bay. Soap and water is available across the site and in your lodges. Hand sanitisers are also available at the wildlife centre, as well as by the goat feeding station.

 

4. RESTAURANT

All our restaurant staff are trained and work to a high hygiene standard and we employ the team directly through the resort. An external food and hygiene auditor regularly visits to ensure high standards are consistently adhered to. Our kitchen dishwashers are set 75 degrees centigrade to kill all bacteria. Staff and guests have hand sanitiser and all tables are regularly cleaned with anti bacterial spray.

 

5. BASE CAMP SOFT PLAY

We have issued all our staff with instructions on hand washing and have a system in place to notify us of any contact or symptoms that may pose a risk. We have equipment to temperature-check our staff. Plus, we’re also temperature checking all adults and children who are entering the premises and politely requesting that guests come back another time if they have any symptoms. The premises is being regularly deep cleaned, with the balls pits, slides and all surfaces being treated with anti bacterial cleaner. All our staff areas have either hand sanitiser and hand washing facilities with signage. There are free tissues for guests and staff to use in public areas.

 

6. GENERAL SUMMARY

We have issued all our staff with instructions on hand washing and have a system in place to notify us of any contact or symptoms that may pose a risk. We have equipment to temperature-check our staff and if any guests require their temperature to be checked, please get in touch with our reception team. All our staff areas have either hand sanitiser or hand washing facilities with signage. There are free tissues for guests and staff to use in public areas.

Our carpets in the main Reception Lobby area and in our soft play have all been deep cleaned with a specialist anti-bacterial washing system. Spray disinfectant is being used regularly in our soft play area and staff have been equipped with a thermometer to temperature-check children entering the play area. Our award-winning wildlife centre has hand washing stations and hand sanitiser available for staff and guests to use.

Hot tubs are checked twice a day, every day, and we do regular laboratory testing to ensure they are clean. The water is completely changed when guests leave for the new guests to arrive and the hot tub is thoroughly cleaned before we re-fill. The swimming pool has automatic chlorine dosing and is deep cleaned daily with an electric powered floor scrubber. Changing rooms are checked every hour and cleaned daily. Towels are washed after guest use. The spa has a strict cleaning policy. Floors are mopped daily with anti-bacterial products, while treatment tables are cleaned after each guest.

 

7. AT RISK CUSTOMERS

If you or any of your party member falls in to the “At Risk” category or are showing any symptoms we ask that you change your dates and do not travel to Cornwall, please call a member of our team to make date changes. The current relaxed booking conditions are for all bookings arriving before the 30th April and we will review again mid April.

If you still have concerns, please contact our friendly reservations team who will be happy to answer any of your questions – 01209 842354