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Covid-19 FAQs

We remain focused on enhanced cleaning standards and safe working practices to protect guests and team members. To find out more, explore some of our frequently asked questions around Coronavirus below.

Staying at or visiting our hotels

AM I REQUIRED TO WEAR A FACE MASK?

Scotland & Wales: In line with the government guidelines, guests and staff must wear face masks in all public areas in the hotel unless you’re sat down and eating or drinking in our restaurant or bar.

England: In line with government guidelines, it is no longer mandatory to wear a face mask in public spaces and we will be respecting the individual choice of guests and team members.

DO I NEED TO GIVE YOU MY DETAILS FOR TEST AND TRACE PURPOSES?

Scotland: We support NHS Scotland’s Test and Protect scheme and ask all guests to register their visit via the Test and Protect app using the QR codes displayed in public areas. If you do not have a smartphone, you can give your details directly to a member of the team instead.

England & Wales: We continue to encourage all guests to register their visit via the NHS contact tracing app using the QR codes displayed in public areas. If you do not have a smartphone, you can give your details directly to a member of the team instead.

Restaurant and bar

DO I NEED TO BOOK A TABLE?

An advanced booking is preferred for breakfast and dinner. You can book your table by contacting us or speaking to our team at Reception.

 

HOW DO I MAKE AN ORDER?

A member of staff will let you know how to make your order when you enter the restaurant, or speak to a team member at Reception and they will be able to advise you.

Using our leisure clubs

 

WHICH FACILITIES ARE OPEN AT OUR LEISURE CLUBS?

 

Some of our leisure clubs have reopened, but services may vary – please check with our hotels for details when you’re making a booking.

Cancellations and rebooking

 

I HAVE SYMPTOMS OF CORONAVIRUS OR HAVE BEEN REQUESTED TO SELF-ISOLATE. WHAT SHOULD I DO ABOUT MY HOTEL BOOKING?

 

Please either move or cancel your booking if you are showing any Coronavirus symptoms or are self-isolating. If you need guidance, please contact a member of our team.

 

I WANT TO RESERVE A HOTEL ROOM, BUT MY PLANS COULD CHANGE IN THE FUTURE DUE TO COVID-19. WHAT SHOULD I DO IN THIS INSTANCE?

 

We advise that you use a flexible rate, which allows you to reserve a room with the option to amend or cancel your booking up to 24 hours before your stay.

 

Our safety measures

HOW ARE YOU LOOKING AFTER THE SAFETY OF YOUR TEAM?

 

We have training on hygiene standards for our teams and give clear guidance on taking time off when feeling unwell. PPE has been provided for job roles that require this. There are also communication channels in place for team members who require further advice and guidance.

 

HOW ARE YOU LOOKING AFTER THE SAFETY OF YOUR GUESTS?

 

We will continue to reduce contact at check-in and check-out via contactless payment and by using Perspex screens within the Reception area and till areas. Room key cards are being thoroughly sanitised before re-use, and our housekeeping team ensures that all guest bedrooms are deep cleaned. There are also hand sanitiser stations in key locations throughout the hotel.

Scotland & Wales: We continue to follow government guidelines on social distancing using the 1m rule in Scotland and 2m in Wales, we have guest communication and signage to reinforce this message.

 

HAVE YOU REVISED YOUR CLEANING STANDARDS?

 

We have a range of enhanced sanitisation and cleaning measures in place. Our Mercure hotels also follow Accor’s ALLSAFE policy, and our Holiday Inns follow IHG’s Clean Promise policy.

– Thorough deep cleaning and sanitisation
– Use of globally recognised chemical provider Ecolab and increased use of appropriate chemicals
– The increased time allotted for room cleaning to enable a deeper level of cleaning
– Disinfection of all touchpoints within bedrooms and a ‘one cloth per room’ policy, meaning a new/fresh cleaning cloth in every room
– Revised team training to educate on the new standards required
– Increased frequency of cleaning in public areas including touchpoints such as lift controls, door handles and soap dispensers, etc
– Increased cleaning regimes back of house
– Use of appropriate PPE, which is changed regularly, for housekeeping team members

 


Contact our hotels

If you’d like to find out more about how our hotels are operating, please contact us and we’ll be happy to help.

London

South

Wales

Midlands

North

Scotland

Jupiter Hotels Limited, 2nd Floor 90 St Vincent Street Glasgow G2 5UB

0141 333 0545     info@jupiterhotels.co.uk