Making Portobello Hotel a Safe Haven
GUEST SAFETY AND ROUTINES
Q. WHAT NEW CLEANING ROUTINES / RULES DOES CURIOUS HAVE NOW IN RELATION TO COVID-19?
At our hotels, hygiene and cleanliness are always prioritised. We emphasise the importance of good hand hygiene based on recommendations from local health authorities. A strict cleaning and sanitisation programme has been designed and implemented for each of our hotels. All staff have been trained on recommended new cleaning practices and measures have been implemented around the hotels to ensure guest safety.
Q. WHAT PRECAUTIONS SHOULD I BE AWARE OF WHILST STAYING AT A CURIOUS HOTEL?
Clear signage and sanitation stations have been located accordingly around our properties. These include entrances, lifts and all other public spaces. A 2-metre social distancing rule will apply whilst staying at all Curious hotels. All our team are required to wear PPE for your safety and theirs.
Q. IF I CHECKED IN AT MY HOTEL AND IT TURNS OUT THAT ANOTHER GUEST IS ILL FROM COVID-19 WHAT KIND OF HELP/SUPPORT CAN I EXPECT?
Here at curious our staff and guest’s health and wellbeing are of the upmost importance to us. Our staff are trained to handle different kinds of situations. All our hotels will be following strict social distancing rules as recommended by local health authorities. You can always ask a team member at the hotel where you are staying if you have questions.
Q. WHAT HAPPENS IF I BECOME UNWELL DUE TO COVID-19 DURING MY STAY?
Should you start showing symptoms of covid-19 during your stay you should follow local health authority’s advice and self-isolate. All our hotels have designated isolation rooms. These rooms cost £100/100€ per night and will include breakfast, lunch and dinner.
YOUR STAY WITH US
Q. HOW WILL I COMMUNICATE WITH THE TEAM DURING MY STAY?
Telephones have been removed from our hotel bedrooms for your safety. We have WhatsApp audio and video calling now available on our business telephone line or alternatively via our hotel app.
Q. I AM CONCERNED ABOUT THE SANITATION OF ITEMS FOUND WITHIN MY HOTEL ROOM?
As a precautionary measure we have removed all telephones, magazines, hairdryers, irons, minibars and amenities from our bedrooms. You can contact members of our team using our new hotel app, which also includes a wide variety of magazines, newspapers, audio books and games for you to enjoy. All other items, such as hairdryers, irons, bathrobes etc. are requestable via the app.
Q. I’M TRAVELLING WITH MY BABY, ARE THERE FACILITIES AVAILABLE FOR ME?
Unfortunately, for health and safety reasons, no cots, baby changing facilities or highchairs will be available during this time.
FOOD AND BEVERAGE
Q. ARE YOUR RESTAURANTS AND BARS OPEN?
At all our hotels we are following the advice of local health authorities. Currently all our restaurants and bars are closed to ensure social distancing measures are adhered to. Continental breakfast can be served in your room as a chargeable extra. We will however be offering additional food and beverage services at Cowley Manor where we are still able to social distance and operate some public spaces.
Q. HOW CAN I SEE WHAT IS AVAILABLE AND PLACE AN ORDER?
Our menus are all available on our app and you can place your order on there too.
Q. ARE THERE ANY OTHER LOCAL RESTAURANT OR BARS OPEN?
There is a local recommendation section within our hotel app. Here you can find a list for take-aways services and attractions that are open.
CANCELLATIONS AND RE-BOOKING
Q. MY EVENT HAS BEEN CANCELLED AND I DON’T KNOW WHEN IT WILL TAKE PLACE AGAIN. WHAT SHOULD I DO?
We are being entirely flexible on all new reservation made at Curious Hotels. No deposit or advanced payments are required during this time. Providing 48 hours notice has been given, cancellation is free of charge. Should you wish for us to hold your pre-payment we will issue you with a credit valid for 18 months.
Q. WHY IS THE NEW PRICE MORE EXPENSIVE THAN MY ORIGINAL BOOKING?
Please be aware that future room rates may be of a higher or lower value than your original booking. In this instance, we will either add a small charge to your stay, or give you hotel credit to be redeemed at the property.
Q. IF I RE-BOOK, CAN I CHANGE THE NUMBER OF ROOMS OR NIGHTS?
Yes, depending on availability you are more than welcome to increase the number of rooms or nights.
Q. IF I RE-BOOK AND THE SITUATION BECOMES WORSE, CAN I RE-BOOK AGAIN?
Yes, all new reservations are protected under our flexible travel policy with a 48 hour cancellation period.
Q. DO I REQUIRE TRAVEL INSURANCE?
We strongly recommend taking out travel insurance prior to booking, even for travel within the UK.
Q. DUE TO COVID-19 I WISH TO CANCEL MY HOTEL STAY, IS THAT POSSIBLE?
We are being entirely flexible on all new reservation made at Curious Hotels. No deposit or advanced payments are required during this time. Providing 48 hours notice has been given, cancellation is free of charge.
Q. WHAT IF I WANT TO CANCEL MY RESERVATION WITHIN 48 HOURS OF ARRIVAL DUE TO A GOVERNMENT ISSUED TRAVEL BAN?
For guests who need to cancel their reservation within 48 hours prior to their arrival due to government issued travel ban, please contact our team at the hotel directly.
Q. WHAT HAPPENS IF MY ORIGINAL BOOKING WAS ON A NON-REFUNDABLE RATE?
For all non-refundable rates made prior to 1st April 2020 we will be offering an extended 18-month redemption period for your future stay with us. If you are not able to redeem your stay within this period. We will issue you a full refund on expiration of this credit.
Q. WHAT HAPPENS IF THE HOTEL CLOSES?
If a hotel closes, all affected reservations will be refunded, including one within 48 hours prior to arrival.