Here at The Broadway, we’ve been working hard to ensure that when we re-open in from the 2nd lockdown, we’re able to achieve 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: Hotel bookings can be cancelled or transferred up to 72 hours prior to arrival this would apply to any guests that are travelling from a tier 3 or 2 area. No further cancellation charges would be applied however the deposit paid to secure the reservation would be moved to a future stay within the next 12 months. Rates may differ between dates.
If you need to cancel or amend your booking within 24 hours or arrival due to COVID-19, deposits can be moved to a future stay within the next 12 months. Rates may differ between dates.
All cancellations need to be confirmed via email to reception and any bookings made via 3rd party agents would need to be cancelled via the relevant agents
Any cancellations or amendments within 72 hours that are not as a direct result of COVID-19, will result in the hotel retaining the total cost of your stay.
If we are forced to close the hotel due to COVID-19 reservations and deposits will be transferred to a future stay with us within 12 months. Rates may differ between dates.
We reserve the right to cancel due to any change in government policy or advice.
To postpone/cancel a booking please email firstname.lastname@example.org with your name and the date of your stay.
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 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 will be 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. 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 issue. 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 New Team Standards;
- Temperature checks will be taken daily before entering the building
- Wearing of face coverings has been mandatory for the Broadway team since we re-opened in July, 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. Changes for guests staying in the hotel due to Covid -19
- Housekeeping – Due to strict government guidance we are unable to go into occupied bedrooms, this is to protect both our guests and hotel team. If you are staying with us for more than one night, please let reception know each morning, if you require fresh towels or any further amenities for your room.
- Breakfast – We ask our guests to complete a breakfast pre-order form and pass to reception before 6pm each evening to reduce contact time for our hotel team during breakfast
- Face coverings are now to be worn by law on entry to the hotel and throughout all public areas during your stay
- Tea and Coffee Tray – Tea, coffee, mineral water and biscuits are provided in your room with our compliments. Should you require additional items please don’t hesitate to contact reception
- Toiletries – Individual Molton Brown toiletries are provided for use during your stay, please feel free to take any away that are partly-used as they will be disposed of when you depart
- Departure time – Sadly, we have to ask that you vacate your room by 11am, so that we can ensure that the rooms are cleaned with extra care in line with our COVID standards
- Dogs – We love welcoming your four-legged friends to the Broadway Hotel. Dogs are welcome in all public areas, with the exception of the brasserie and breakfast will be available to you in the sitting room.
- Extras – Should you enjoy a meal and drinks in our Jockey Bar or Tattersalls brasserie we would prefer you to pay as you go (card payments preferred) to help us offer a contact free checkout
5. The Hotel is in Tier 2 and restrictions do apply inside of the hotel;
Inside the hotel – Only same household or support bubble from Tier 2 or below
Alcohol can only be served with a Substantial meal
Last alcohol orders are 10.00pm, as long as you are still eating, sadly we can’t dispense alcohol if you have finished your meal
You then have 1 hour to finish your drink and you will need to move to your room by 11pm
We are unable to offer just bar drinks in the public areas, as this is against Tier 2 regulations
You can order room service drinks only and again no drink can be dispensed after 10pm
6. 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.
7. Staying using the 3 Tier System
If you are travelling from a tier 3 location then you can cancel your stay and move the deposit to a future stay within 12 months. Rates may differ between dates.
If you are travelling from a tier 2 location you are allowed to travel and stay at the hotel the government rule is if you live in a tier 2 area, you must continue to follow tier 2 rules when you travel to a tier 1 area. If you are staying with one or more rooms then you can cancel your stay and more the deposit to a future stay within 12 months. Rates may differ between dates.
The Jockey bar will be open from 10am to 10pm and the bar and restaurant will be required as per government rules to close at 11pm, all guest will sadly not be allowed in any dining areas after 11pm.
Tier 1 states that you can drink and eat at the property in groups no larger than 6 people (This is called the ‘rule of 6’). food will be served.
Tier 2 states that you can only drink in a hotel if you are having a substantial meal, this must include 1 main course, the rule of 6 doesn’t apply and you can only eat and drink within your own household. (You must not socialise with anyone you do not live with or who is not in your support bubble in any indoor setting)
For more information follow this link – https://www.gov.uk/guidance/local-restriction-tiers-what-you-need-to-know
8. 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 that happy to assist you with this issue on 01386 852 401 or send us an email on email@example.com
9. 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.
10. 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.
We will also do a temperature check prior to anyone being allowed access to the build as an extra measure to assist us in keeping all our guests and staff safe.
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.
11. Please follow link below for more information about the new 3 Tier System that the government have introduced from 23rd November 2020.