We have changed our booking and cancellation policy to give you more peace of mind both on new and existing bookings.
Following Government advice, please note that all of the HRH Groups properties are temporarily closed to the general public. This includes all hotels, restaurant and pubs.
If you have a booking at any of the group’s properties until the end of June, please bear with us as we contact guests in date priority order to discuss the cancellation of your booking. For all bookings with an arrival date in June we will be contacting you in due course once we have completed the May bookings. However, if you wish to make amends to your booking please contact the Reservations Team on 01423 505681 who will be happy to assist.
We are proud to be hosting our NHS staff and other front-line workers at our properties during this challenging time. To all of our NHS and front-line guests please be advised that your bookings are secure, and you will still be able to stay with us during the forthcoming weeks in line with Government advice. The following properties are remaining open for key workers only; The White Hart Hotel, Harrogate and The Marmadukes Hotel, York. If you are key workers and require accommodation in York or Harrogate please contact the team on 01423 505681 who will be happy to help.
Flexible rate bookings
All bookings that are placed on a flexible rate can be moved to a future date, or if you no longer wish to travel your booking can be cancelled without any cancellation charges. All cancellations and moving of dates must be done up to 4pm the day before you are due to arrive.
Advance purchase rate bookings
All bookings placed with an advance purchase rate, these are the discounted rate offers with payment taken at the time of booking, can be cancelled up until 30th June free of charge or can be moved to another date within 12 months from the original arrival. We can provide a gift voucher for the value of the amount paid to give more flexibility for rebooking also valid for 12 months from original arrival date. All cancellations and moving of dates must be done by 4pm the day prior to arrival. Please note you will not be charged any cancellation charges for any stays at properties that are temporarily closed at the time of your arrival date.
Health and Safety
As a group we pride ourselves on always ensuring the highest of health and safety standards. During these uncertain times with have increased our cleaning and safety procedures to include the following measure to keep both our guests and our staff safe;
We are regularly disinfecting the rooms during the stay and deep cleaning after check out.
We are also advising out guests that should you prefer for the team not to enter your room we are happy to provide you with clean bedding and towels. These will be provided in a sealed bag.
We are offering room service to all guests and we will be operating this as a non-contact delivery service. The team will deliver the food on a tray, place outside your room and knock on the door. We will stand back at a social distancing range and wait until you receive your food.
All our public areas are continually disinfected and sanitised, and regularly deep cleaned. All high touch-points such as door handles, lifts and stair rails are continually disinfected.
In addition to our usual 5-star hygiene kitchen standards, we are adding in regular disinfecting and deep cleaning throughout the kitchens. All of our food preparation teams are provided with personal protective clothing and are working within the social distancing measures. We are ensuring that our chefs are working on a reduced rota to avoid contact in the kitchens. This includes a staggered rota.
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.
Staff personal hygiene
We have advised our staff to have no contact with guests, and all teams are staying within the social distancing measures outlined by the Government. All staff are being provided with protective clothing and equipment, in particular our close contact staff, such as housekeeping and chefs. Staff have also been advised to bring fresh clothing with them to change in on-site before starting their shift.
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