COVID-19 latest updates
Tuesday 12th May
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Tuesday 5th May
Iconic Luxury Hotels - Hygiene Statement
The whole Iconic Luxury Hotels family has always upheld the most exacting levels of housekeeping across all our properties and our housekeeping teams are widely recognised in the industry for their commitment to the highest cleanliness standards. Since Coronavirus COVID-19 began impacting on all of our lives, we have widened this passion for cleaning perfection to each and every member of the team, both front and back of house, indoors and out. Before we re-open we will deliver a new awareness and cleaning training programme to every team member at every hotel which will be updated and refreshed on a daily basis at team briefings to ensure that our ongoing commitment to hygiene remains the top priority for both the team and our guests. We will ensure that any changes and official guidance on the management of the COVID-19 public health risk are communicated immediately.
In the face of this challenge, we have introduced more frequent cleaning intervals, reviewed all cleaning products for efficacy against Coronavirus and ensured that all cleaning processes take into consideration chemical contact times to ensure effective sanitisation of this health risk.
We have reviewed and adjusted our operating processes in every department, both front and back of house, to ensure that we have minimised the opportunity for cross contamination of individuals - our guests, our team and suppliers. This will inevitably affect some of the services and personal interactions which have occurred in the past and whilst this may limit some of the things we have previously done, we are certain that both our guests and team will agree that safety comes first.
Ultimately the situation and official advice changes on a daily basis and we will continue to adapt our procedures accordingly. We remain committed to ensuring that our team stay safe whilst our guests enjoy an Iconic experience during these unfamiliar times.
Wednesday 25th March 2020
I would like to thank you for your patience at this very difficult time. We have been inundated with enquiries and have been working systematically to respond to guests with the closest booking date.
We are now working on a reduced team and they are working tirelessly from home, with no access to phones, therefore, please do not call us.
We will endeavour to respond to your query as soon as we can but please do bear with us.
Please be aware the email inbox will only be monitored between the hours of 9-5.30pm, Monday – Friday.
For urgent enquiries that do not relate to a reservation, please call the hotel on 01628 668561
Thank you for your support and understanding.
Monday 23rd March 2020
It saddens me to write this letter and it is with a very heavy heart that we will be closing our doors at Cliveden House. Whilst none of us have any idea how long this will be for, we are working on the assumption of 12 weeks.
Looking after our team and guests has, and always will be, our first priority and I would like to take this opportunity to thank all of our team members for their strength and commitment in these difficult times, during which they have continued to show their professionalism and dedication to guests and each other.
We have been touched by the heart-warming messages of support and encouragement from you, our friends and guests. Please be assured that although, for the moment, we will not be able to welcome you in person, we will remain in regular contact and look forward to the day when we can open our doors again and welcome you back home to Cliveden.
If you have an existing booking you should receive an email from us shortly. If for any reason you don’t hear from us within the next couple of days please email email@example.com and our Reservations Team will be happy to answer any of your questions.
Sending very warm wishes from our house to yours.
Friday 20th March 2020
Further to the Prime Minister’s announcement, we are closing the Spa at Cliveden with immediate effect.
This is essential action following the Government’s instruction to support the country’s collective effort to slow the spread of COVID-19.
If you have an existing booking you should shortly receive a call from us with a personal update. If for any reason you don’t hear from us within the next couple of days please email firstname.lastname@example.org and our Reservations Team will be happy to answer any of your questions.
We hope that all of our guests stay safe and well during this difficult time and hope that we will be back open very soon.
Thank you for your support and understanding.
Thursday 19th March 2020
We are monitoring closely the updates coming from the Government briefings and the recommendations being made. As a team we are continually reviewing what changes we need to make in order to adapt to this rapidly changing situation.
In light of the latest announcements, we have taken the decision to close our cosier, intimate dining areas throughout the ILH collection. As of Monday the following will be closing until further notice:
The Kitchen at Chewton Glen
The Astor Grill at Cliveden House
The Wine Bar at The Lygon Arms
These are unprecedented times for us all and it’s important for us to do all we can to protect the welfare of our team and our guests. All of our main restaurants have more room to allow people to enjoy more spacious dining experiences if they chose to do so which is why these remain open for the time being.
If you have an existing booking you should shortly receive a call from us with a personal update. If for any reason you don’t hear from us within the next couple of days please give us a call on 01628 607 107 or email email@example.com and our Reservations Team will be happy to answer any of your questions.
We have also taken the decision to cancel all cookery classes at Chewton Glen for the coming months, again the team will be in touch with you if you have a cookery class booking.
With these difficult times it’s important that we listen to advice and make the appropriate changes, we will continue to act upon advice and update you over the coming days.
Monday 16th March 2020
As the impact of the COVID-19 continues to gather momentum, I am writing to ensure that we stay in touch with our guests during the crisis.
Since the news hit the headlines we have been taking a very proactive approach and ensuring that we are monitoring the government guidelines daily and following instruction. Our staff are being well informed through team talks, departmental meetings and daily briefings. Our housekeeping regimes have been significantly enhanced and our teams are playing their part by politely avoiding the temptation to shake hands with our guests, advising guests on arrival of our heightened hygiene policies and ensuring everyone is washing their hands at very regular intervals. Our Reservations Team is advising arriving guests that if they are not feeling great they should postpone their visit.
Conscious that we need to support each other, we have temporarily relaxed our cancellation policies for all bookings arriving until the 30th June 2020, allowing guests to rebook at a later date without losing any deposits. Should you have an existing booking or are planning to make one then our Reservations Team will be happy to help.
This is a very unusual situation that we are now all faced with, but with our typically ‘British Spirit’ we are trying to find the positive in this for now. With so many overseas destinations becoming inaccessible we are finding that a lot of guests are choosing to book short breaks and holidays in the UK and as one of our regular guests said to me this morning, “at times like these, we are so lucky to have the beautiful English Countryside on our doorsteps.”
Ultimately when you are ready for a break, Francisco and his team are here waiting to welcome you warmly as always.