* * COVID-19 GUEST INFORMATION * *
V I S I T I N G H A Y
Current Welsh Government guidance means we can now welcome holiday visitors from across England and Wales. We offer self-contained en suite accommodation, with the option of eating breakfast either in your bedroom, or in a separate area designated for your own use (not shared with guests from other rooms).
ALL BOOKINGS AFFECTED BY GOVERNMENT LOCKDOWNS CAN BE CHANGED FOR LATER DATES, OR REFUNDED WITHOUT CHARGE.
In Hay, essential shops are now open for business, and so are some restaurants, pubs and cafes – takeaway only until 26th April; after that food can be served in outdoor areas. In the evening, we offer supper boards for our guests, and a fully licensed bar. Guests are also welcome to eat takeaways at Radnor House.
G U E S T I N F O R M A T I O N
All the information you need for your stay, about Radnor House and the local area, is now provided digitally (by email and on our website). You can also contact us by text, phone or email, or by ringing the front door bell, if you need anything.
We are more than happy to share our local knowledge with our guests to make your stay as fulfilling and easy as possible, and help you make the most of your visit to our local community – please do ask us about walks (long and short), shops, galleries, markets, restaurants, cafes, places to visit etc.
If you wish, you can borrow from us sanitised, plastic covered waterproof Ordnance Survey Explorer maps of the Brecon Beacons (OL12 and OL13), and a smaller pocket-sized OS map of Hay, the River Wye and Hay Bluff.
C H E C K – I N A N D C H E C K – O UT
We ask all guests to fill in our online registration form after booking, which enables you to tell us about any specific requests or questions you may have. We comply fully with GDPR rules when storing and using your data, and would assist NHS Test and Trace with requests for that data if needed.
We love welcoming our guests – but guests can self check-in if you prefer (we email you instructions for accessing the house). You can self check-in anytime after 4 pm – earlier may be possible by arrangement.
Face-to-face check-in is normally from 4 pm – 7 pm. If you’re planning to arrive after 7 pm, please let us know in advance and we will email you to make arrangements for you to access the house. When you arrive, please stand back outside the porch after ringing the doorbell, to ensure effective social distancing. We will wear face masks and maintain two metre social distance throughout check-in. If you wish, we can help take your luggage up to your room, before you go upstairs yourselves.
All guest keys are sanitised between each stay. Please leave the keys in the bedroom door on departure.
On departure, please vacate your room by 10 am (although later check-out may be possible on request). We need to leave the room to air for at least an hour after you’ve departed before we can start cleaning. And cleaning is taking longer than before! We ask guests, where possible, to strip your beds and open windows to air the bedroom before you leave.
If you are paying by bank transfer, we ask you to pay the balance for your stay before check-in. If you prefer to pay by card, we will take the balance on the day of your arrival via our booking system, using the card details you provided when you booked. If you’d prefer to pay with another card, please let us know before your stay and we’ll email you a payment link.
O U R B E D R O O M S
We have always had a high standard of cleaning throughout the house. We allow about 1.5 hours to changeover a bedroom between guests! We now follow extra procedures at each changeover, including replacing mattress, pillow and duvet protectors, and using eco-friendly sanitising spray (conforming to British Standard EN1276) on all soft furnishings and high use touch points such as light switches, handles, TV controls, taps, sinks etc.
All bedrooms are supplied with effective hand sanitiser and eco-friendly sanitising spray, which are replaced at each changeover.
To protect both our guests and ourselves, we do not refresh rooms for stays of less than 5 nights. Guests can leave any used items (such as crockery and towels) that you want replaced outside your bedroom. You can text us to request replacements, or more tea, coffee, milk etc.
If we have to go into a guest bedroom or shared area to fix or explain anything, we will wash our hands before entering the room, wear a face mask, invite you to come out first so we can maintain social distancing, and sanitise any touch points as necessary.
B R E A K F A S T
You can choose your breakfast by filling in our online breakfast form, by 9 pm the previous evening.
You can eat breakfast either in your bedroom (continental only), or in a separate area designated for your own use and not shared with other guests. We bring all food freshly prepared to your individual table, and wear recommended face masks at all times.
Your breakfast table will have its own personal buffet selection, including cereals, milk, yoghurt etc. If you eat outside your bedroom, we offer our usual wide range of freshly-prepared cooked breakfasts. We will bring toast to your table as requested.
Guests can also choose to eat a Continental breakfast in your bedroom, with cereals, fresh fruit and juices, freshly brewed tea and coffee, and locally sourced croissants and fresh home-made muffins. We will leave your breakfast outside your room on a butler’s tray at 8 am.
S U P P E R B O A R D S A N D T A K E A W A Y S
Guests can pre-order supper boards up to 5 pm the previous evening, which can be eaten in the breakfast room. You can also eat takeaway meals or your own food there.
Guests in Room 1 may, if you wish, eat these meals in the private dining area outside your room.
S H A R E D S P A C E S A N D F A C I L I T I E S
Our guest lounge is not open for the use of our guests during the pandemic. For more information on the layout of the house, please read our “Access and Safety Statement”.
C O V I D – 1 9 S Y M P T O M S
Before Your Stay
In the 14 days before your stay, if you develop COVID-19 symptoms (a new continuous cough, a high temperature, or a loss of or change in your normal sense of taste or smell) or have been asked to self isolate, please let us know as soon as possible and, in line with Government guidelines, do not travel to us. If you need to cancel your stay due to COVID-19, we will refund your deposit or – if you prefer – we can move your visit to another date in the future.
During Your Stay
If you develop COVID-19 symptoms or are told to self isolate during your stay, please let us know, book a test and self-isolate immediately, in line with Government guidelines. If you test positive, you need to return home immediately. We will refund any unused nights of your stay, minus any reasonable expenses we have already incurred related to your stay, such as food purchased for evening meals or breakfast. If you are unable or unwilling to return home, you will be charged in full for extra nights and meals incurred.
If David or Julia develop COVID-19 symptoms, we will of course immediately self isolate, notify all our guests, and make arrangements to minimise any risks to you.