We’re working hard to keep you safe
We are looking forward to welcoming our loyal and new customers back to our hotels as soon as the Government feels it is safe to do so.
We have missed all of our hotel guests, diners and customers, missed making special memories for you, your family and friends and missed welcoming you through our doors in true Yorkshire style.
At the HRH Group we have put a high number of measures in place to keep our guests, customers and staff safe and well. As a result, the hotels will seem a little different to how we usually operate, but we are trying our best to ensure that it feels as normal as it can be for you. For example, our usual Yorkshire welcome and smile at reception will still be there, just behind a Perspex screen. Our team will serve you our well-known delicious food and drink, just with a distance rule and breakfast can be served either in your room, in the restaurant at distanced tables or as a grab and go bag.
Here are some of the procedures we will be using to keep everyone safe and well.
Social distancing is in place throughout the property. Please take a moment to familiarise yourself with the ruling and observe the signs and notifications in property.
Check-in and check out
Please check-in online where possible. Check-in at the Reception desk may take a little longer than normal as we can only check in one room at a time to respect social distancing. When arriving please respect the social distancing guidelines if there is someone already at Reception. Social distance signage is in place, please take a moment to read and be aware of the practices.
Reception desks all have plexiglass screens, please do not attempt to go behind the screens when speaking with staff.
Please can we ask that all payments are made electronically and contactless, where possible.
Key cards for rooms are to be dropped in a contactless box in Reception at the end of your stay.
In addition to our usual high focus on cleaning, we are increasing the frequency of deep cleaning, sanitisation, and disinfection of all areas. All high-touch points will be disinfected every 30 mins. A record of this will be on display.
All food preparation areas will be cleaned on a continual cycle.
Sanitiser will be available throughout the property with sanitisation stations located at all entrances, exits, toilets, waiter stations, and high-frequency areas.
Where possible, all housekeeping staff will be wearing PPE when cleaning rooms after guests have checked out. Unless asked we will not clean your rooms whilst staying with us to reduce contact. Some non-essential items, such as pens, notebooks and extra pillows will have been removed.
Food and drink
All menus will be available online on the property’s own website, via a QR code at your table or with a one-time use disposable menu available for guests not able to access online. In some of our properties, we have specifically created menus with an anti-viral coating, which are cleaned between each use.
Breakfast will be served at spaced out tables in the restaurant. Please be aware due to the reduction of tables and the removal of the buffet service each breakfast will be cooked to order. This may increase your wait time at the table. Please also be aware our busiest breakfast times are from 8.30am, when you may need to queue for a table.
Residents dining in the restaurant will need to respect the social distancing guidelines and each table will be deep cleaned after each use with a 15-minute window before another guest can use the table.
All service will be table waited only, respecting social distancing. Please be understanding with our team as the extra guidelines may mean you have a little wait for your drinks and food orders to arrive.
All of our staff will be observing a number of additional requirements, including frequent handwashing, social distancing, changing their clothes upon arrival and exit of work, additional cleaning policies and the wearing of disposable PPE where possible.
We are currently asking all takeaway orders to pay for their food by card over the phone to avoid any contact upon delivery. Please do not attempt to give cash tips to our drivers they will be unable to accept them. However, if you would like to give a donation to a charity on their behalf we would love to hear all about it.
All of our delivery services will be non-contact. We will leave your items at your door, knock on the door and wait from a safe distance until you have retrieved your delivery.
Our delivery drivers will be continually washing their hands before and after each delivery round. During deliveries, the team will be using hand gel before and after each delivery.
Vehicles are being continually cleaned with disinfectant with particular focus on high touch-points such as steering wheel, gear stick and door handles.
In addition to all of these measures, we are continually monitoring the World Health Organisation guidelines and working with our local Public Health Authority for guidance.
The Teams at the HRH Group
The White Hart Hotel & Apartments, Harrogate | The Yorkshire Hotel, Harrogate | Marmadukes Hotel, York | The Black Horse Inn, Kirkby Fleetham | The Lamb & Lion Inn, York | The Guy Fawkes Inn, York| The Fat Badger, Harrogate | The Pickled Sprout, Harrogate