Here at The Broadway, we’ve been working hard to ensure that we can provide you with the right balance of warm hospitality, sensible social distancing and measures which will make for feel safe and hopefully help to protect our NHS.
Inevitably things will be a little different for a while, but we want our welcome to be warm and for you to feel safe and secure during your stay or visit. To achieve this, we’ve been looking at every aspect of how our much-loved hotel operates.
If you have questions, email us, but meanwhile, here are some frequently asked questions (and answers):
1. What happens if I need to cancel at short notice?
A: Over the past year we have updated our cancellation policy to give you more flexibility and peace of mind, offering you a FREE CANCELLATION up to 3pm local hotel time 5 days prior to your arrival. Please see the Hotel Cancellation Policy for the full policy information.
COVID Cancellation Policy
If we are forced to close the hotel due to government advice or instruction all reservations who are within 5 days of their arrival and monies have been taken will be transferred to a future stay with us within 12 months. Rates may differ between dates.
2. What practical changes has The Broadway Hotel made to ensure social distancing and to make for as safe an environment as possible?
A: The Broadway is a rarity, a genuine family-owned and managed hotel, with a long-serving family of staff too. We all know and care about every aspect of the hotel, and we are determined to adapt to the new hygiene and distancing standards.
Richard Tebay, General Manager and the team review on an ongoing basis all of our practices and we have introduced signposting and one-way flows were possible in the 16th century listed building.
Face coverings must be worn by all staff and guests when they are not seated at a table within their bubble, unless you are except for medical reasons.
To avoid a long wait in reception, our reservations team will be in contact to have all those little extras sorted for you before you arrive, from allergy information to sending you a health questionnaire which need filling out prior to arrival.
We have always been proud of our housekeeping and cleanliness and we’ll be adapting to the post COVID world with new, even higher standards, including deep cleans between every stay. We’ll especially pay attention to high contact areas such as door handles, toilets, glass and bedside areas, light switches etc.
Our cleaning staff are long-serving and are fully on board with our new plans. Hand sanitising stations are available around the public areas around the hotel.
We’ll clean your room with the new situation in mind – and stay out of it whilst you’re with us, this will protect both you and our hotel team. You can always call us with any problems or requirements.
We’ll encourage guests to use their en-suite loos rather than the public loos, as a way of safe distancing.
3. Staff and COVID-19
A: Our status as a family hotel extends to our staff, who have been retained through the early stages of the COVID. We know our team well, we don’t expect them to work if they’re unwell and we’ll take care of them. Please be confident that no-one at The Broadway feels under pressure to work when unwell – or to conceal any symptoms.
Our COVID Team Standards;
- New for 2021 – Workplace COVID-19 Weekly Testing – we will be introducing the government issue lateral business staff testing, this will help us to protect both our staff and our customers.
- Temperature checks on all staff prior to starting their shift
- Wearing of face coverings has been mandatory for the Broadway Team since we re-opened in July 2020, unless they are behind one of the protective screens our are exempt for medical reasons.
- All team members will be required to wash their hands every 20 minutes and use hand sanitiser in-between these times.
- All team members will be required to stay at home if unwell
- All team members will be required to follow official guidance on self-isolating
- All team members will be required to wear PPE as appropriate
- The team will follow a policy of no physical contact and maintain social distancing, wherever possible
4. How about dining?
We’ve reviewed the layout of our bar and restaurant to ensure distancing. This has involved reducing capacity, to maintain the safety for our loyal guests. Our front terrace and residents’ private garden add to the choice for our guests.
At check-in you will be asked for your desired breakfast time, this will ensure that you don’t need to wait for a table and to eliminate any queuing, as we have had to reduce the capacity in the Tattersalls Brasserie.
If you prefer to have a room service Breakfast or Dinner, there will be no additional charge for this service.
Our staff will be paying careful attention to hygiene, handwashing and those thoughtful little extras that you’ll find reassuring – from how we handle cutlery, to leaving you to pour your own wine. All the while we’ll be ready to help you with anything you need.
And it goes with saying that we’ll be giving close attention to kitchen hygiene with new working practices, and that tables and chairs and floors will be scrubbed down between services.
5. How does the new government roadmap effect the Broadway Hotel?
STEP 2 – Hopefully from 12th April
Our front terrace will be open serving food and drinks, bookings advisable, table service and social distancing will be implemented in this area. The Rule of 6 – will apply in this area.
Whilst using our public toilets inside the building face covering must be worn at all times unless exempt due to health conditions and social distancing must be followed in accordance to Covid restrictions.
Self-contained accommodation such as holiday lets, where indoor facilities are not shared with other households, can also reopen – meaning you can book and stay in one of our 5 star holiday cottages located in Broadway village.
STEP 3 – Hopefully from 17th May
The Broadway Hotel bedroom accommodation will reopen at this time, social distancing and wearing of a face covering whilst not seated in your bubble will still apply at this time.
The Government Plan to…
Do a full review of social distancing and face coverings, we will keep a close eye on these developments, but until the decision to change this law comes into effect, we will continue to follow social distancing and face covering government policies.
STEP 4 – Hopefully from 21st June
The government hopes to be in a position to remove all legal limits on social contact – We will all need to wait and see… We all look forward to relaxing back into a more normal situation!
6. I have a gift voucher that expires soon – can I extend the expiry date?
A: To extend the expiry date on a gift voucher, please contact our reception team who will be more than happy to assist you with this issue please email your questions to us on email@example.com
7. What is there to do in the area?
In the Cotswolds, you can find open space and fresh air, with villages and miles of footpaths to explore, ask at reception if you require any information about the surrounding areas. Best of all guests can explore Broadway village before it gets busy – waking up here is one of the great Cotswold experiences.
The independent boutique Shops reopened on June the 15th.
The walk from the hotel to nearby Broadway Tower is highly recommended, map available at reception on request.
Visitor attractions – gardens, wildlife parks etc – are opening up at different speeds as appropriate. We can advise on what to see and do when you book.
8. How are you collecting details for Track & Trace?
A: When you arrive at the hotel, we will ask you to complete a mandatory Track and Trace registration either using your NHS Test & Trace app or we take written details for those who don’t have access to the NHS app.
It is a legal requirement that we ask at least one member of each party to register their details and we hope our customers will play their part in this important exercise.
Any Track and Trace data collected is held for a maximum of 21 days from the date of the last registered visit. If you have WIFI enabled on your phone and visit the same or another hotel, we may be able to recognise your phone and automatically register you, however, it is important that you complete the registration process on every visit regardless. Registration details captured on paper will be securely destroyed at the end of the 21-day period.