COVID-19, Cleaning and Cancellation Information for Cusgarne Manor

July 2021

The open space and en-suite facilities at Cusgarne Manor make it a perfect place to enjoy a safe break. It is important that we are able to provide a safe environment for you to enjoy your stay. Likewise, we are committed to ensuring the safety of our team.


Flexible cancellation terms

We offer flexible cancellation terms which remove the stress and worry from booking your holiday. You can cancel up to 7 days before the check-in date. Our flexible terms and conditions enable you to book with confidence, knowing that if you cancel for unforeseen circumstances (including COVID-19 illness, travel restrictions or reluctance to travel), we will refund you in full. If you need to cancel your stay at Cusgarne please contact us in writing. Full information is in our terms and conditions.


Risk Assessment

In line with the guidelines provided by the government and hospitality trade associations we have conducted a Risk Assessment to ensure the safety of our guests and staff. We will continually review our Risk Assessment to take into account any changes in guidelines or legislation.


Cleaning protocols

Cusgarne Manor COVID-19 cleaning standards are defined in our cleaning protocol and room-by-room checklists. Communal handles and handrails are disinfected daily. Where appropriate we are using hospital grade virucidal disinfectants that comply with EN 14675. Our cleaning standards and checklist are available on request.


Anti-transmission measures

In addition to the cleaning measures we are committed to minimising transmission in other ways:

  • We have an NHS QR code and ask you to check in daily with it.

  • We keep the house well ventilated by having windows open when possible.

  • All bedheads are solid wipeable surfaces.

  • TV controls are shrink-wrapped and disinfected.

  • Masks are worn by staff serving breakfast.

  • There are no communal items at breakfast and everything is served directly to your table.

  • Social distancing is adhered to where possible.

  • Contactless payment is used for settling bar and incidentals bills.

  • Keys are disinfected between guests.

  • Sanitiser, masks and lateral flow tests are available in the hallway for guests to use.


Your arrival

You are welcome to arrive any time from 4 pm. Please do not try to access Cusgarne Manor before 4 pm unless a special arrangement has been agreed in writing in advance. The cleaning we undertake is a 2-step process; the cleaning step is as normal but then we go through the whole room again disinfecting. This takes us extra time and we ask for your help in not arriving early.

You will have a no-contact or low-contact check-in process. All of the relevant access information will be sent to you in advance and you will be able to access your room without direct contact with us if you wish. If you need anything during your stay we are just a phone call away.


Your departure

We ask you to leave before 10.30 am prompt. Please leave windows slightly open and dispose of any used tissues. For bar and incidentals bills please do not use cash as we do not keep change – online banking apps or contactless card payments are preferred.


Protocol for when COVID-19 is suspected

Potential cases will be managed according to Government guidelines Hotels and guest accommodation - Working safely during coronavirus (COVID-19) - Guidance - GOV.UK (www.gov.uk). Cusgarne Manor is not suitable for self-isolating but we will provide support to guests to stay in their room for as long as necessary for test results to arrive or for safe transport to be arranged.


Your commitment to us

It is imperative that you do not travel if you, or any of your group are showing symptoms of COVID-19, or have been in contact with someone who tested positive with 14 days of your check-in.

Please note that for people who have received two doses of vaccine the most common symptoms now are:

  1. headache

  2. runny nose

  3. sneezing

  4. sore throat

  5. loss of smell

For unvaccinated people the most common symptoms are:

  1. headache

  2. sore throat

  3. runny nose

  4. fever

  5. persistent cough

Please read and familiarise yourself and your party with the following public health and government information https://www.gov.uk/government/publications/covid-19-stay-at-home-guidance/stay-at-home-guidance-for-households-with-possible-coronavirus-covid-19-infection.