1. Prior to Your Stay

• You can book your stay online and we will always guarantee the best prices when booking directly at royalhoteliow.co.uk. Alternatively, a member of our reservations team will be available daily from 9.00am until 5.00pm.
• 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 10 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 or change to your sense of smell or taste
• Whilst restrictions are still in place, 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, obtaining individual contact details for each guest for track and trace purposes and any special requirements you may have. We will also determine your dining arrangements, and provide information about our online check-in and contactless checkout process.
• Please remember that when travelling on public transport, including the Isle of Wight ferries, face coverings must now be worn. We recommend keeping up to date with the latest travel guidance from Red Funnel and Wightlink.

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. Our check-in time starts 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.
• Arriving by car? When you arrive at The Royal please pull into the hotel’s driveway and come into reception where you will be issued 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.
• Arriving by public transport? Please come straight through to reception and luggage storage will be available if you arrive before the check in time.
• Face coverings must be worn indoors at all times and whilst moving around the hotel. Face coverings can be removed when seated in our restaurant or bar, within your bedroom and when in our outdoor spaces.
• 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.

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.
• Whilst restrictions are still in place, we will be offering reduced servicing of rooms. 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 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.

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 two metre social distancing rule at all times when moving around the hotel and grounds.
• Face coverings must be worn in our indoor public areas (except when seated in our dining areas).
• 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.
• Whilst restrictions are still in place, 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 our guests.
• Our public bathrooms have been equipped with 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 swimming pool is now open and in line with government guidelines, no more than 8 people can be in the pool at one time. We request a swim time of 20 minutes per person to allow all guests to enjoy the facilities. Pool towels will be provided in sealed bags and used towels must be placed in the box provided and NOT returned to reception.
• To comply with social distancing we will restrict the number of sunbeds around the immediate pool area. 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.

5. Food & Beverage

• The hotel is operating table service only for drinks and dining.
• Our spacious restaurant has been reconfigured and we will continue to operate with reduced capacity in line with social distancing guidelines. Whilst restrictions are still in place, we will take 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 and condiments between use and using single use menus.
• We have removed our breakfast buffet service and we are now offering an a la carte breakfast menu only. Bookings will be necessary and your preferred breakfast timing will be arranged prior to arrival.
• Tables of up to six people or up to two households 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.
• Breakfast and Dinner reservations should be made prior to arrival and priority will go to guests on a first come, first served basis.
• 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. All staff are encouraged to use the governments twice weekly lateral flow tests.
• 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

• All members of the Royal team have had, and will continue to receive comprehensive training on preventing the spread of Covid-19.
• All staff are encouraged to use the governments twice weekly lateral flow tests.

• Our staff will practice good personal hygiene, including washing hands frequently during their shifts, wearing the appropriate PPE (Including face coverings) 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 must report any symptoms of illness. If management have any concerns about the wellbeing of our staff, they will undergo health checks and will be sent home and asked to self-isolate if necessary.
• Hand sanitising stations are located at key back of house locations, together with signage and guidance on how to comply with regulations.
• Our management team are 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'

• 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 checkout option.
• If you have any queries regarding the bill or would like to add a gratuity, please call reception.
• 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 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

• The hotel is operating table service only for drinks and dining.
  
• Tables of up to six people or up to two households 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.
  
• All guests must wear face coverings within the indoor spaces of the hotel (except when seated at your table).
• Lunch will be served to non-residents exclusively in our restaurant. Afternoon Tea will be served in our conservatory and brasserie areas. All dining areas have been reconfigured and we will be continuing to operate with reduced capacity in line with social distancing guidelines, therefore pre-booking is essential.
• 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 and condiments between use and using single use menus
• 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. All staff are encouraged to use the governments twice weekly lateral flow tests.
  
• 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.
• Smoking is ONLY permitted in the designated area provided.
  
• Reservations must be made for Lunch and Afternoon Tea bookings at least 24 hours in advance
• If you need to cancel your reservation, please notify us at least 24 hours in advance
• Parking will be available in either of our private car parks. Only blue badge holders are permitted to park on the hotel driveway.
  

NHS TRACK & TRACE

It is now a legal requirement for us to ask all customers, aged 16+, to either scan an NHS QR code poster or provide their name and contact details on arrival. To make this as quick and easy a process as possible, we recommend that all customers download the NHS Covid-19 App ready to scan the poster on arrival, otherwise we will need to record your name and contact details. Anyone who does not comply with this new legislation, will unfortunately be refused entry.

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