COVID-19 GUEST INFORMATION & POLICIES
THE INFORMATION IN THIS DOCUMENT SUPERCEDES ANY RELEVANT INFORMATION PROVIDED WITHIN THE PROPERTY INFORMATION PACK SENT 2 WEEKS PRIOR TO YOUR ARRIVAL (as these were prepared prior to the pandemic)
We are delighted that restricitons have now been lifted and holidays can go ahead as planned with no restrictions on the number of households etc. We do however remain extremely vigilant and will continue our procedures for cleaning and property equipment until such a time when the level of risk is much lower. Currently North Devon is a Covid hot spot and we have a duty to protect our Housekeepers, Guests and the local community as much as possible.
This document will help to explain our policies and additional measures we are taking during the pandemic and we hope this will help to put your mind at rest so you can start to look forward to a well deserved break in beautiful North Devon!
If you are looking to make a future booking and have questions regarding the refund policy for lock down/rule changes, please refer to our Frequently Asked Questions and Terms & Conditions, prior to confirming your booking.
During periods of lock down we will not be allowing any guests or property owners to stay in any of our properties as it is against the rules to stay away from home overnight, except in certain special circumstances.
Please take the time to read through this document carefully prior to your arrival as it contains important information regarding the property and amended procedures in place.
Check In/Out Times
We are pleased to announce that we will be phasing back to our usual pre-covid cleaning procedures over the next few months. The properties will continue to be cleaned to a very high standard and touch points and surfaces will be sanitised with covid-19 killing bacterial spray.
Arrivals up to 2nd September 2021 - check in is from 6pm and departure is by 9am
Arrivals from 3rd September 2021 - check in from 5pm and departure by 9am
Arrivals from 1st October (subject to review) - check in from 4pm and departure by 10am
Wherever possible we will endeavour to contact you should your property be ready prior to the allocated arrival time, please do not arrive at the property before the arrival time unless you have received a message from us to say that the property is ready for you.
As with many businesses across the country, our housekeeping teams are very stretched and having to juggle teams to allow for isolation periods and illness. They are doing an incredible job in an extremely challenging environment. Please be respectful of the arrival/departure times set out in order to assist them. We thank you for your understanding and cooperation in this matter.
Departures up to 2nd September 2021
Please leave the property by 9am on your departure day. You will find linen bags left at the property for you to place used laundry in prior to departure. Please ensure that you strip all bed linen and mattress/pillow protectors and all towels, bath-mats and tea towels are placed within these linen bags prior to your departure. Please separate the items into bed linen 1 - 2 bags, pillow/mattress protectors 1 - 2 bags and towels/bath-mats/tea towels 1 - 2 bags and ensure that are zipped or firmly closed. Where possible, please leave these bags in the hallway/near the front door. This is to ensure the safety of our housekeeping teams. We very much appreciate your assistance with this very important aspect of your departure. As this is such an important measure to protect our housekeeping teams, if you do not follow these steps, unfortunately, there will be a charge (depending on the size of the property between £65 - £100) applied to you, as additional time and PPE will be required.
Departures from 3rd September 2021 onwards
Please leave the property by 9am on your departure day. As part of our phase back to 'pre-covid' procedures, we are pleased to confirm that stripping of beds etc will no longer be required. Properties should be left in a clean and tidy manner with all furniture and equipment in place as per arrival and all waste bagged up and placed in the external refuse bins. Please also ensure that you have all your belongings and all food items have been removed. If we are required to return any lost property, there will be a £10 handling and packaging fee applicable as well as the cost of postage.
Departures from 1st October 2021 (subject to review)
It is our hope that departure times can revert to the usual 10am, however this is subject to review and confirmation will be provided closer to the time.
The Property & Cleaning
Although the Government have now lifted all restrictions, North Devon is a hot spot for Covid-19 currently and therefore we have made the decision to keep in place all covid-19 related procedures until 3rd September 2021. This is to ensure our Housekeepers, Guests and the local community are protected as much as possible.
Arrivals up to and including 2nd September 2021
Check in time 6pm, check out at 9am
All touch points and surfaces to be washed with soap and water or sanitised with covid-19 killing disinfectant during each changeover.
Slightly reduced inventory of items within the property, however kitchen equipment is gradually being returned to the full inventory. Books, DVD's, Toys and other non-essential cushions and throws may still remain out of use in some properties so please bring your own if desired.
High chairs are provided (where applicable), however travel cots will remain unavailable as well as welcome packs.
Some properties have needed to store their additional items in sheds/garages/lockable cupboards which may have previously been available to guests to use for storage of bikes/boards. Please do not assume that these storage areas will still be available to you and therefore bring bike locks/covers with you if required.
Arrivals from 3rd September 2021
Check in time 5pm, check out at 9am
If the property you have booked had previously supplied a welcome pack (tea, coffee, biscuits etc) these will be reintroduced from 3rd September. The kitchens should be fully restocked with ample cutlery/crockery/cooking equipment available, however some other non-essential items may still remain out of use as Housekeepers/owners need to sort through these items and find the time to reintroduce them to the properties, therefore we cannot guarantee any items in individual properties. If the property has a travel cot, these will become available again and we will no longer be charging for the us (please request at time of booking and bring your own linen).
Our Housekeeping teams have been and continue to take additional measures to ensure the property is fully cleaned and sanitised in readiness for your arrival. Whilst we cannot guarantee that the property will be completely COVID-19 free, please be assured that every possible measure has been taken to protect you, and our teams are complying fully with guidelines provided by PASC UK (Professional Association of Self-Caterers) & the Government. It is ultimately your responsibility as a guest (and your family/group) to ensure that you remain alert, wash your hands regularly and continue to wear masks and social distance where possible throughout your stay to protect yourselves and the local community.
Local Facilities & Community
Previously, the South West had remained the lowest affected area in the UK, however since the lock down was lifted, the numbers here have increased dramatically and therefore it is imperative that we act responsibly and take precautions.
Due to the lack of options to travel abroad, please bear in mind that the North Devon coastal areas will be extremely busy and shops and supermarkets will be too. We would suggest that you arrange for your shopping to be delivered or brought with you rather than relying on a visit to our local stores where stock levels may be low. If you are arranging a delivery, the full address of the property is provided on your final confirmation email AND within the access details email which is sent out 2 weeks prior to your arrival. Please ensure you choose a time slot after 6pm (up to 2nd September 2021) or 5pm (from 3rd September) on your arrival day in order that the Housekeeping teams will not be interrupted. Tesco's, Sainsbury's, Asda and Waitrose all deliver to Saunton/Croyde/Woolacombe.
Many local pubs and restaurants have needed to close temporarily in recent weeks due to shortages of staff where so many people have been having to isolate. Please be patient with all our local establishments, everyone is doing their best to try and make your holiday as 'normal' as possible!
You may need to book in advance for certain local attractions. Please check the opening times and booking procedures in advance of your arrival.
The beach will certainly be the main attraction for your visit and we hope that you are able to enjoy many sunny days there! Please ensure you only enter the water when it is safe and in the flagged areas where lifeguard patrols are in place, there are Rip tides here which can be very dangerous even to strong swimmers. Please also ensure you take your rubbish home with you and remember also that the seagulls are hungry and will steal your picnic if it is left unattended!
Lost Property & Deliveries
We understand that sometimes things get left behind when you are in a hurry to leave the property. We will do our best to locate any lost property and return it to you on request. If you believe you have left something behind, please contact us as soon as possible and we will ask the Housekeepers to look. Any returned lost property is subject to a £10 handling and packaging fee plus the cost of the postage.
Ocean Cottages cannot accept any liability for loss or damage to any personal belongings left behind.
Please do not have any post, cards or deliveries sent to the property as many have postal diverts in place or inaccessible post boxes. We cannot not be held responsible for any lost/missing deliveries.
Becoming Unwell During Your Stay/Prior To Arrival
You must inform us immediately if you, or anyone staying at the property develops symptoms of COVID-19 (new persistent cough, high temperature, change or loss to usual taste and smell) and you must all return home immediately to self-isolate in line with the NHS guidelines available here https://www.nhs.uk/conditions/coronavirus-covid-19/
If you or any member of your party is unable to travel due to illness or being instructed to self-isolate, or you have to cut short your holiday due to developing symptoms, you will unfortunately not be entitled to any refund. There are insurance companies that are able to provide cover for these circumstances and we strongly recommend that you arrange this cover for your trip. You must not travel if you have symptoms or have been instructed to self-isolate.
- Take out adequate insurance cover for COVID-19
- Stay alert at all times, wash your hands regularly and act responsibly/adhere to social distancing measures at all times
- Bring cleaning/anti-viral supplies with you
- Pre-book shopping and activities/takeaways
- Strip all beds and place all laundry including towels and bath mats into the linen bags provided prior to departure (charges apply if not completed)
- Return home immediately if anyone staying at the property develops symptoms of coronavirus