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Royal Safe Stays Guide

For all our wonderful guests to The Royal, whether you’re visiting for lunch or an overnight stay, we've assessed each step of the customer journey (See below) to ensure that we can keep you as safe as possible. We have adapted many of our procedures to comply with government guidelines, however please be assured that although your experience may be a bit different to the norm, we will still be providing the usual high quality service and experience you have come to expect. We will be constantly reviewing and adapting our procedures where necessary in line with government guidelines, and will update this guide to give you the very latest information.

1. Prior to Your Stay

1. Prior to Your Stay

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1. Prior to Your Stay

  • You can book your stay online and we will always guarantee the best prices when booking directly at at royalhoteliow.co.uk. Alternatively, a member of our reservations team will be available Monday to Friday from 9.00am until 5.00pm. We are currently working with a smaller team therefore please bear with us as it may take longer than normal to respond to your call.
  • We recommend that you make yourself familiar with our ‘Royal Safe Stays’ procedures prior to booking to ensure you understand all the actions we are taking to keep you safe during your stay and to minimise the spread of Covid-19. If you have any concerns about your stay, please call us and a member of our team will be happy to answer your queries.
  • If you experience any symptoms of Covid-19 within 14 days prior to your arrival, please call us to reschedule your stay. These symptoms include: A high temperature, a new and persistent cough or a loss of taste or smell.
  • Prior to your arrival, a member of our team will contact you with regards to final arrangements for your forthcoming stay. This will include discussing your health and any special requirements you may have, determining your dining requirements, and providing information about our online check-in process.
  • Please remember that when travelling on public transport, including the Isle of Wight ferries, face coverings should now be worn. We recommend keeping up to date with the latest travel guidance from Red Funnel and Wightlink.
2. On Arrival

2. On Arrival

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2. On Arrival

  • We will ask you in advance for your estimated arrival time as this will assist us with staggering check-in times to comply with social distancing. For your information, our check-in time is from 3.00pm. If you arrive prior to this we request that all luggage remains in your car until your room is available as we are currently unable to provide luggage storage.
  • When you arrive at The Royal please pull into the hotel’s driveway and remain in your car until a member of our welcome team is available to assist with your check-in and issue you with your sanitised room key and welcome information. Porterage will only be available on request for guests with mobility issues. In this instance, your bags will be left outside of your room.
  • Hand sanitising stations will be provided at the hotel entrance and all key points throughout the hotel. We politely ask you use these before entering and please do not enter if you are displaying any symptoms of Covid-19. Any guests or visitors displaying Covid-19 symptoms may be politely approached and questioned on their symptoms by a member of our team.
  • Signage is in place throughout the hotel detailing our safe stay guidelines and we have fitted a screen to our reception desk to protect both you and our team.
  • Our lift will be regularly sanitised and should be used by guests from one household only at any one time, and only if essential.
  • We kindly ask that in line with government guidance, face coverings are worn in our indoor public areas.
3. Your Room

3. Your Room

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3. Your Room

  • Enhanced cleaning and sanitising will take place in all bedrooms and bathrooms prior to arrival.
  • All surfaces are thoroughly cleaned and fabric items sprayed with products that comply with Covid-19 disinfection requirements.
  • All non-essential items have been removed to minimise the risk of contamination. Important hotel information can be found in your welcome letter and our Receptionist can be contacted at any time by calling 620 from the phone in your room.
  • All linen and towels are professionally laundered for optimal disinfection.
  • We will be offering a reduced servicing of rooms for shorter stays which will include replenishing towels and removing rubbish. If you would prefer your room not to be entered please advise reception.
  • In your room we will provide an amenity kit which includes sanitiser, wipes and single use toiletries for the duration of your stay. You are welcome to take any part used toiletries home at the end of your stay as these will be disposed of when you check-out. Please feel free to take the sanitiser with you when you explore the Island during your stay. A sanitiser refill station is available in the reception area.
4. Hotel & Facilities

4. Hotel & Facilities

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4. Hotel & Facilities

  • At key points around the hotel you will find hand sanitising stations. Please ensure that you use these when entering and leaving the hotel, bar and restaurant areas. Please also wash your hands when entering and leaving your bedroom.
  • Please be considerate of the 2 metre social distancing rule at all times when moving around the hotel and grounds. We have put one way systems in place wherever possible and in line with government guidance, we kindly ask that face coverings are worn in our indoor public areas (except when eating or drinking).
  • Our cleaning team will conduct regular cleaning and extensive sanitising of all key touch points throughout the day, including surfaces, handles and equipment.
  • Our lift will be regularly sanitised and should be used by guests from one household only at any one time, and only if essential.
  • We will be operating with a reduced capacity of bedrooms and tables, and have temporarily reconfigured our public areas to provide socially distanced seating for hotel residents.
  • External doors will remain open wherever possible to allow natural air ventilation.
  • Our public bathrooms have been equipped with sanitising sprays and handwash, contact-free hand dryers and/or disposable hand towels. We request that our residents use the bathroom in their bedrooms rather than the public facilities where possible.
  • The restaurant garden will only be available for non-residents dining during the day time. All other areas of our garden and terraces will be available exclusively for the use of our residents. Guests wishing to invite non-resident guests to join them, should be in line with government guidelines and arranged in advance with management.
  • Our heated outdoor pool is now open and guidelines are in place to keep guests safe whilst enjoying the facilities.
  • To comply with social distancing we will restrict the number of sunbeds around the immediate pool area. Additional sunbeds will be placed around the gardens and on the Riviera Terrace. Sunbeds cannot be reserved and towels will be removed from unoccupied beds.
  • Hotel pool towels to be laundered should be placed in the towel bin provided and not returned to reception.
  • Live entertainment from our resident pianist has been paused until guidelines permit.
5. Food & Beverage

5. Food & Beverage

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5. Food & Beverage

  • Our spacious restaurant has been reconfigured and we will be operating with reduced capacity in line with social distancing guidelines. We have taken all necessary precautions to keep our diners and our staff safe so you can relax and enjoy your meal. This will include changing linens/sanitising tables between use and using single use menus. Condiments will be available on request and sanitised between each use.
  • We have paused our breakfast buffet service and will be offering an a la carte breakfast menu only. Bookings will be necessary and your preferred breakfast timing will be arranged prior to arrival.
  • Tables can be reserved in line with current government guidelines and may be allocated according to your reserved time to comply with social distancing in the restaurant. Dinner reservations should be made prior to arrival and priority will go to guests who have booked an inclusive dining package.
  • The conservatory, bar terrace and main gardens will be available exclusively for the use of our residential guests during the day time. The restaurant garden will be available for non-residents only during the day time, but will be available to residents for breakfast and dinner in good weather conditions.
  • We will not be offering service at the bar but will instead offer a full table service throughout the hotel.
  • If you would prefer to dine in your room, room service will be available for a small additional charge. Please note service will be delivered to the door of your room only.
  • Hand sanitising stations will be located at key points throughout the hotel. Please ensure that you use these when entering and leaving our food and beverage areas. Please also wash your hands when entering and leaving your bedroom.
  • We request that our residents use the bathroom in their bedrooms rather than the public facilities where possible. Non-residents should follow signage and respect social distancing measures when using the public bathrooms.
  • All members of the Royal team, including our kitchen and waiting staff, have had and will continue to receive comprehensive training on preventing the spread of Covid-19. Our staff will wear the appropriate PPE when on duty and will wash their hands frequently during their shifts.
  • Please note that we will only be accepting debit and credit cards for the foreseeable future, to avoid the handling of cash. If you would like to leave a gratuity this can be added to your bill and will be credited to our staff fund.
6. Our Team

6. Our Team

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6. Our Team

  • All members of the Royal team have had, and will continue to receive comprehensive training on preventing the spread of Covid-19.
  • Our staff will practice good personal hygiene, including washing hands frequently during their shifts, wearing the appropriate PPE when on duty and maintaining social distance.
  • To comply with social distancing measures we will be working with reduced team numbers and a no contact protocol is in place, including handshakes.
  • All members of staff will undergo health checks and will be sent home and asked to self-isolate if unwell.
  • Hand sanitising stations are located at key back of house locations, together with signage and guidance on how to comply with regulations.
  • Our General Manager is responsible for all aspects of our Covid secure plan. If you have any concerns prior to, or during your stay you can contact our Duty Manager who will be happy to answer your queries.
  • We realise that our operational procedures may not currently be the Royal norm and would appreciate the assistance and understanding of our guests in adhering to the procedures that we have put in place. Any guests who choose not to follow our Covid secure guidelines will be refused service.
7. When it's time to say 'Goodbye'

7. When it's time to say 'Goodbye'

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7. When it's time to say 'Goodbye'

  • A copy of your room bill will be delivered under your bedroom door early on the morning of your departure and we will be offering a contactless check-out.
  • If you have any queries regarding the bill or would like to add a gratuity, please call reception.
  • Payment will automatically be processed from the card details provided prior to arrival. If you would like us to email you a copy of the final VAT invoice, please inform reception. We will not accept any cash payments unless arranged by prior agreement.
  • Please return your room key to the box at reception prior to our check out time of 10.30am.
  • Luggage assistance will be available on request only to guests that have mobility issues. Please arrange this with reception and leave your luggage outside your door.
  • Please use the hand sanitiser provided before you depart.
8. Dining for Non-Residents

8. Dining for Non-Residents

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8. Dining for Non-Residents

  • Lunch and afternoon tea will be served to non-residents exclusively in our restaurant and restaurant garden. Both areas have been reconfigured and we will be operating with reduced capacity in line with social distancing guidelines, therefore pre-booking is essential. The conservatory, bar terrace and main gardens are only available for the use of our residential guests during the day time.
  • Entrance to the restaurant for Lunch and Afternoon Tea is currently to the left of our front entrance, where you'll be greeted by a member of our host team.
  • We have taken all necessary precautions to keep our diners and our staff safe so you can relax and enjoy your meal. This will include changing linens/sanitising tables between use and using single use menus. Condiments will be available on request and sanitised between each use.
  • Tables can only be reserved in line with the current government guidelines of no more than two households when dining indoors, or a maximum of 6 people from different households when dining outdoors. Tables may be allocated according to your reserved time to comply with social distancing.
  • When the sun is shining, outdoor seating is in high demand. Priority will be given to those that request outdoor dining at the time of booking and a maximum of two hours per sitting can be allocated for the restaurant garden. Our south-facing restaurant garden is blessed with an abundance of afternoon sunshine, so please bear this in mind before visiting. If you would prefer shaded seating, our restaurant would be a more suitable space.
  • We will not be offering service at the bar but will instead offer a full table service.
  • Hand sanitising stations will be located at key points. Please ensure that you use these when entering and leaving our food and beverage areas.
  • When using the public bathrooms, please follow signage and respect social distancing measures.
  • All members of the Royal team, including our kitchen and waiting staff, have had and will continue to receive comprehensive training on preventing the spread of Covid-19. Our staff will wear the appropriate PPE when on duty and will wash their hands frequently during their shifts.
  • Please note that we will only be accepting debit and credit cards for the foreseeable future, to avoid the handling of cash. If you would like to leave a gratuity this can be added to your bill and will be credited to our staff fund.
  • Please note: We will keep guest details on file for track and trace purposes in line with the government guidelines.