AA COVID Confident

We are proud to have passed the stringent criteria and been awarded the AA’s new COVID Confident mark which supports the hospitality industry in establishing and building consumer confidence.

This accreditation indicates to our customers that we have in place the necessary risk assessment, safety measures and staff training to operate safely, in line with the UK’s respective government guidelines as well as UKHospitality and respective trade association guidelines.

General Covid 19 Measures

• Please enter via the main entrance on Washington Street only through the sliding hands free door
• Masks need to be worn in all public areas
• We have provided a hands free sanitise stand on entry and at various points in the building, as well as hand washing facilities
• Please sanitise your hands on entry and remove any gloves. We would rather you didn’t wear gloves in the building however if you want to we have some fresh ones
• A one way system, protective screens and social distance measures are in place, please follow these
• We will open doors and windows where possible (excluding fire doors) to facilitate the ventilation and limit contact with handles
• We have removed all unnecessary information and newspapers
• We will deep clean before we open and maintain our excellent cleaning and disinfection processes as always. We will pay particular attention to any surfaces and ask that you do not unnecessarily touch or handle surfaces and items
• Staff have been given full training and guidance regarding our Covid 19 policies
• Staff will work in bubbles where possible for example – same team members in one area
• Please do not shout – the music will be set at background level
• Please pay use contact-less transactions where possible
• You maybe politely asked to leave if we feel that you are not acting in a socially responsible manner

Making a Booking

• Please make a booking for all facilities (except the coffee shop) via our website, if you cannot book online please call 01900 65772
• Bistro and bar bookings will be timed and limited to avoid queues. We can only accept bookings from 1 households or support bubble on the same table
• Confirmation emails will be sent with relevant details explaining:
  • Arrival information
  • Social Distance measures
  • Payment methods
• In case of symptoms as below, please do not visit
  • Feeling feverish (muscular articular pains…)
  • Fever (from 37.5°C) – We have a thermometer onsite should you need it
  • Cough
  • Intense tiredness
  • Loss of taste and smell
• Please note all vouchers if they expired during lockdown will be extended – please email us to clarify on info@washingtoncentralhotel.co.uk

Check In

• We will collect as much information from you before arrival to assist in the safe planning of your stay
• Confirmation emails will be sent with relevant details explaining:
  • Booking confirmation – detailing covid measures
  • Pre Arrival – arrival, hotel bedroom and menu information
  • Post Stay – Customer Satisfaction and Reviews
  • Follow up – Checking on guest health and Promotion
• Registration Card will be presented on screen, we will only print if requested
• Please bring their own pen
• On arrival we will ask for £100 pre-authorised from payment card. We will provide customer pen sticks for the card machine which will be sanitised after every use
• We will cut your key card and sanitise before this is passed to you
• Unfortunately we will be offering no assistance with luggage

Check Out

• During your stay you will be not be asked to sign or authorise any extras
• Please deposit your key card in box on reception
• We will present your bill on screen, we will only print this if requested
• Payment again using our customer pen sticks for the card machine which will be sanitised after every use
• We will email your invoice

Lift

• We request only one person at a time unless assistance is required or children need supervised

Public Toilets

• Disabled Toilet Ground Floor
  • Please only one person at a time unless assistance is required or children need supervised
  • We have implemented a queuing system opposite toilet with 1m distancing, please respect this
  • A cleaning scheduled will be displayed and updated in the toilet
• Mens and Ladies Toilet First Floor
  • Please only two person at a time unless assistance is required or children need supervised
  • We have implemented a queuing system opposite toilet with 1m distancing, please respect this
  • A cleaning scheduled will be displayed and updated in the toilet

Food and Drink Service

• On arrival please:
  • Coffee House – Please respect our queuing system for the counter and take a seat if it beyond the area we have marked until the queue reduces in size
  • Bistro and Bar – Please wait to be seated, we will take you straight to your table. If you do not have a reservation we will try to accommodate you, however please be aware we have limited seating and capacity.  Table service only in the Bistro and Bar.
• Track and Trace
  • We will be assisting with the government track and trace programme. Each household will be asked to scan the NHS app or fill in a Friends and Family cards. The below information will be required and stored securely on our database (See Our Privacy Statement):
    • Your details including phone and email
    • Date of visit
    • Where you visited – for example bistro – bar etc
    • Time of visit
• Ordering
  • QR codes are available for menus. You can scan these via your mobile phone camera and the menu will download on your phone. If you don’t have a smart phone menus will be given and sanitised after every use
  • Appropriate cutlery will be wrapped in a paper napkin and guests will be asked what condiments they would like. These will be sanitised after every use.
  • Where possible the same team member will serve you for the duration of your visit

• Serving
  • When serving you at the table we will minimise the time that staff are within 1m of customers
  • Bills will be presented at table and contactless payment will be encouraged
  • We will clear tables and sanitise the area as soon as the guests leave
  • Minimise face to face contact time and work side by side rather than face to face
  • Clear tables immediately where possible when the customers leave
  • Breakfast will not be a buffet and served to your table
  • Room service is available, the menu will be sent to you in pre-arrival email confirmation

Bedrooms

• We will ensure that 48 hours is left in-between guest stays
• We will deep clean before we open and maintain our excellent cleaning and disinfection processes as always. We will pay particular attention to any surfaces and ask that you do not unnecessarily touch or handle surfaces and items.
• Any unnecessary items such as room information, pens and paper and soft furnishings where possible have been removed from the room

Suspected Covid 19 symptoms for Residential Guests

• If you develop Covid 19 symptoms during your stay, please Telephone reception to inform us rather than in person
  • Stay in their room along with any fellow members of the party or ask for your fellow members to be move to another room if appropriate
  • Phone 111 for medical advice
  • Travel home if you can and take a test
• Wear a mask when entering any public areas when leaving and minimise contact with any surfaces. We have masks available for your use

Residential Cancellation Policy

• Our normal Terms and Conditions (LINK) are still applicable, however if as a result of government guidelines relating to COVID-19 you cannot come, we will move the booking to another date within a 12 month period. Any changes to the reservation will be subject to availability and rate difference.
• View our Full Terms and Conditions

Spa and Gym

• General
  • Doors propped open where appropriate
  • Sanitation stand on Spa and Gym desk
  • One way system in place
  • Queuing system with 1m distancing when waiting for the receptionist
  • Reception Desk is 1m wide with screen protection
  • All items removed from front desk and public surfaces (including leaflet stand by front door)
  • Sign asking guests not to lean on the desk
• Pool
  • No more than 3 people at once in the pool area
  • Please respect distance in the pool and swim in straight lines 2 metres apart
• Jacuzzi
  • Only one person at a time or those from the same household or social bubble
• Sauna
  • This is closed on government advice
• Gym
  • No more than 4 people at once in the gym areas
  • Please respect distance in the gyms 2 metres apart if possible but at least 1 metre
  • Machines taped off to adhere to social distancing so no need for members to wear face coverings however if this wish to that is personal choice – we have some available for £1 each if members should want one
  • Anti Bacterial Spray with blue roll by all equipment – please sanitise equipment after every use
  • Weights it will be hard to wipe down, so please sanitise before use
• Booking System
  • We will be operating a booking system of 1 hour slots
  • 7 slots per hour are available which matches our capacity
    • 4 one hour slots in the gym
    • 3 one hour slots in the pool area
  • Slots can be booked in person or over the telephone on 01900 65772 between the hours of 07.00-21.00 Monday to Saturday and Sunday 08.00-17.00. Please give your name and membership number.
  • Bookings will be able to be made one week in advance only
  • 3 sessions per member can be booked – however if we have free slots you can of course come more – please ring on the day or just turn up – but bear in mind this can change all the time with hotel guests also
  • Please be prompt at your arrival and departure time ensuring all members get their time allocated.
  • If members are showing symptoms (fever/cough) please do not to attend.
  • Opening times have been slightly revised to:
    • Monday to Friday – 07.00-21.00 – Closed between 11.00-12.00 for cleaning
    • Saturday and Sunday – 09.00-19.00 – Closed between 11.00-12.00 for cleaning
  • Please sanitise your hands at the main entrance
  • Give the receptionist your name and she can mark that you have attended and sign in – please bring their own pen. If the receptionist is busy please just sign in and we will update the log later
  • Only enter if there is a locker key in the bucket – as this means there is capacity in the area
  • Respect distancing and observe all the signs
  • We ask that you arrive ready changed and do not use the changing room facilities when using the gym, if using the please if possible please shower at home after swimming
  • Track and trace will be in place via our booking system.
  • Please be prompt at your arrival and departure time ensuring all members get their time allocated