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Trefoil Guest House



General Policy

Trefoil Guest House Terms & Conditions

The terms and conditions shall apply to all Guests and will be incorporated into every contract between the Guests and Trefoil Guest House. Payment of any deposit in respect of a booking shall constitute the Guests unqualified acceptance of the terms and conditions. All guests that book to stay at Trefoil Guest House are requested to read and follow our Covid-19 Secure Policy, by booking you are agreeing to the guidelines set out in our Covid-19 Secure Policy. Please find the Covid-19 link:https://www.trefoilguesthouse.co.uk/covid-19 - or detailed lower down.



ALL PAYMENTS ARE TAKEN THROUGH A SECURE ONLINE SAGE PAY SYSTEM



Payment process from May 31st 2020 until October 31st 2020

A 10% REFUNDABLE DEPOSIT IS TAKEN TO SECURE THE BOOKING, REMAINING BALANCE IS AUTOMATICALLY TAKEN ON THE DAY OF ARRIVAL from the same debit/credit card used to pay your deposit.

If you wish to use alternative payment methods please contact us directly on 01803855266

CANCELLATIONS

FREE cancellations up until day of arrival, in the case of a no-show full payment will be taken.



PAYMENT PROCESS FOR BOOKINGS POST 31st October 2020

A prepayment charge of 30% of the TOTAL booking price will be taken after reservation

The REMAINING BALANCE WILL AUTOMATICALLY be taken 14 days before arrival

We will automatically take the payment from the same debit/credit card used to pay your deposit

If full payment is not received by the Balance Due Date, we will notify you

If the payment is not made within 48 hours of the BALANCE DUE DATE, we will deem this as a cancellation of your booking, see cancellation policy

If a booking is made within 14 days of the arrival date then the FULL AMOUNT WILL AUTOMATICALLY BE TAKEN.

REMAINING BALANCE - If you wish to use alternative payment methods please contact us at the time of booking OR before the 14 day BALANCE DUE DATE- 01803 855266 OR trefoilbrixham@gmail.com

CANCELLATIONS

All deposits are non-refundable

Guests will be charged 30% of the total price of the booking if the booking is cancelled after reservation

100% of the total price of the booking WILL AUTOMATICALLY BE TAKEN if the booking is cancelled within the 14 days before arrival

In the case of a No show, the total price of the reservation will be charged

Any early departure by Guests will be deemed as a cancellation and 100% of the total booking will be charged

Should it become necessary for us to amend your booking we will contact you immediately, we will endeavour to make alternative booking arrangements in agreement with our guests to another local Guest House.

It is recommended that you purchase travel insurance to cover against any cancellations. If a booking is taken for a specific room and the room is unusable due to unforeseen circumstances beyond our control, we reserve the right to transfer the booking to an alternative room of similar quality.

Stag or Hen Parties bookings are not accepted, any such bookings will be cancelled and deposits non-refundable.

Check-in time 3:00pm to 7.00pm - When possible we will contact you either by text, email or phone to confirm your arrival time.

If you would like to make alternative arrangements , please contact us directly on 01803 855266, text 07540792539, email trefoilbrixham@gmail.com or message on our Facebook page.

Check-out timePlease vacate your room by 10.30am on the morning of departure, unless otherwise arranged.

Liability of the Guests

All guests are responsible and liable for any breakages or damages caused to Trefoil Guest House premises and/or its contents. Please report accidents, spillages or damage as soon as they happen. It is much easier to deal with the issue if it is brought to our attention.

ALL guests are liable and will be charged for any damages caused whether accidental or deliberate.

Data Protection- Data gathered during the booking process will be held through our secure online booking management system following the General Data Protection Regulations (GDPR). We would like to retain this data after your visit to be able to inform you of future offers. If you would prefer us not to hold this information please inform us during registration.

All credit/debit card details are managed securely following all PCI compliance requirements.

CCTV

Trefoil Guest House uses closed circuit television (CCTV) images for the prevention, identification and reduction of crime and monitors the Trefoil Guest House in order to provide a safe and secure environment for guests, visitors and proprietors of the Guest House. Please see full CCTV policy on arrival at Trefoil.

Guests:

Must not cause or make undue noise or disturbance. In the case of unacceptable behaviour guests will be asked to leave and the booking will be considered a cancellation

Must not bring/use any illegal or hazardous substances within the Guest House premises

Must not Smoke OR Vape in any part of the Guest House, there is a designated smoking/vaping area at the front of Trefoil. Any guest found to be smoking, Vaping or bringing/using any illegal or hazardous substances in and around Trefoil Guest House premises will be asked to leave and their booking cancelled.

Must not bring any pets, other than assist dogs (by arrangement) within the Guest House premises

Must not bring non-paying visitors onto the premises without prior consent of the Trefoil Proprietors

The Proprietors of Trefoil Guest House are not liable for any loss or damage to the Guest/s belongings caused by an act of negligence, by the Guest OR by an 'Act of God'.

Trefoil Guest House has the right to detain a Guests belongings until they settle the bill.

Trefoil Accepts Children 8 Years Old and over by direct arrangement and only if the accommodation has availability.Children must be supervised at all times. Guests under the age of 8 years old will not be allowed to stay at Trefoil Guest House

Parking

Guests park their cars at their own risk and Trefoil Guest House accepts no responsibility for loss, theft or damage.



Booking Policy Updated 29/06/2020- Version 6 - Guest book Updated 27/04/2020 – V3-Spectral italic

Covid-19 Secure Policy

Trefoil Guest House - COVID-19 Secure Policy



For the full risk assessment please visit https://www.trefoilguesthouse.co.uk/covid-19)



This COVID-19 policy and risk assessment overview document has been produced for the protection and safety of staff and guests whilst staying at Trefoil Guest House. The procedures and information within this document has been produced in line with current UK Government guidelines for COVID-19.More information on COVID-19 can be found on the official government website https://www.gov.uk/coronavirus



Summary of this COVID-19 Secure Policy



To keep everyone safe and follow the ‘Social Distancing’ guidelines, where possible we have reduced our availability and will only accept 3 night stays or longer.



After the departure of our guests, each room will be deep cleaned. Where possible we will endeavour to leave 24 to 48 hours between stays in each room.



From the 29th June 2020 you can now book ROOM ONLY and have the option to ADD BREAKFAST, we have adjusted the prices accordingly. To ensure everyone is safe and to maintain social distancing we have decided to offer continental breakfast in your room or you could take your breakfast down to the harbour and enjoy the wonderful views!



We regret we will not be able to service your room daily. Stays of 4 nights or more will undergo a full clean and change of bedlinen, staff are required to wear PPE.

Summary of this COVID-19 Secure Policy



To keep everyone safe and follow the ‘Social Distancing’ guidelines, where possible we have reduced our availability and will only accept 3 night stays or longer.



After the departure of our guests, each room will be deep cleaned. Where possible we will endeavour to leave 24 to 48 hours between stays in each room.



From the 29th June 2020 you can now book ROOM ONLY and have the option to ADD BREAKFAST, we have adjusted the prices accordingly. To ensure everyone is safe and to maintain social distancing we have decided to offer continental breakfast in your room or you could take your breakfast down to the harbour and enjoy the wonderful views!



We regret we will not be able to service your room daily. Stays of 4 nights or more will undergo a full clean and change of bedlinen, staff are required to wear PPE.



Extra cleaning will be completed, using hospital grade STERI-7 XTRA a high level surface reactive barrier disinfectant cleaner. We also ensure extra hand washing and PPE has been implemented( Face mask, plastic apron and disposable gloves).



You will be requested to use hand sanitizer provided on entry and exit to Trefoil Guest House.



Staff are required to wear facemasks in all areas of contact with guests, Full PPE when cleaning rooms, handling laundry, waste and food preparation.



Should you feel unwell during your stay with the COVID-19 symptoms, please let us know immediately. In line with government guidance, we ask you to check out promptly if well enough, so you can self isolate at home. We will ensure the correct procedures are carried out to make your departure as safe as possible for yourself, other guests and staff.



If you're happy with these temporary changes, then we look forward to seeing you, or you might prefer to reschedule when we are fully operational another time, just let us know!



1. Pre Guest Arrival

As per government advice ‘Stay at Home’, guests must not travel to us if anyone in their group or immediate household is showing symptoms of Covid-19, fever, cough, loss of taste or smell. We will be happy to rearrange your stay to another time!

When the official NHS ‘Track & Trace’ app is available, we will request that you download this to your phone.

1.1. All guests with confirmed bookings will be sent a COVD-19 policy/risk assessment overview to read and agree to, a health questionnaire and check-in documentation.

1.2. Please return the completed health questionnaire and check-in documentation via email no later than 24 hours before the day of arrival.

1.3. If you have concerns or questions regarding our COVID-19 policy and risk assessment please either email, text or call.

1.4. Any remaining payments are taken through our online automated Sage Pay secure system on the day of arrival.

1.5. All guests are required to agree to an approximate arrival time, to ensure that social distancing can be maintained. We will call/email or text you between 24-48 hours before you stay.

1.6. We will allow at least a one hour time delay between guests check-ins.



2. Guest Arrival and Reception

Please note:We will be available behind a screen in the reception area.

2.1. If you do arrive at the sametime as another guest please wait in your car or outside, and keep 2 metres apart to follow social distancing rules.

2.2. All guests must adhere to 2 metre social distancing, using the floor markers provided.

2.3. Wall mounted automatic ‘Hands free hand sanitiser dispensers’ are found in the porch on entry and on the wall on the first floor landing. Guests must use the hand sanitiser on entry and exit, we encourage you to use the sanitiser as often as possible.

2.4. Only the guests per bookings are permitted in the reception area at any time.

2.5. Sanitised keys will be on the reception desk with the code for your room.

2.6. All Guests are responsible for moving and handling their own luggage. However, if you do need assistance then please let us know and staff will be required to sanitise their hands and handles of the luggage, and will keep at a 2 metre distance.

2.7. Any outstanding balances will be taken on the day of arrival, card payment is preferable.

2.8. Unfortunately we are unable to provide refreshments on arrival, however a hot drinks station is provided in all rooms.

2.9. No leaflets, brochures or complimentary items will be available from the reception area. These are available on request.

3.0. Our front door, bell, door handles, frame work, payment system, pens, phone and all hard surfaces are cleaned regularly using STERI-7 XTRA & disposable cloths.

Social Distancing

The social distancing measures set out below must be practiced at all times. These measures are in place for the safety, protection and welfare of all guests and staff.



3. Outside Areas - Car Park / Front Garden

3.1. Guests are required to stay inside their own vehicle or practice a 2 meter social distance if another guest/individual is in the car park/front door area at the same time.

3.2. Guests must not smoke outside in the front garden/parking area of Trefoil Guesthouse premises to prevent contact with other individuals.



4. Reception Area /Stairs & Hallways

4.1.Only the guests per booking are permitted in the reception area at any time.

4.2. Guests are advised and requested to stay in their own room or return to their own room if stairs or hallways are in use by another guest. Once the other guest has vacated the area, then you can proceed to use the stairs or hallway when clear. Please use floor markings!

4.3. We encourage you to use face coverings in the communal areas, whilst still maintaining 2 metre social distancing.

5. Guest Rooms- Servicing

5.1. We request that you wash your hands using the blue antibacterial wash provided for a minimum of 20 seconds when entering or leaving your room.

5.2. No members of staff can enter a guest room whilst a guest is present in the room.Guests must leave the room for any staff member to attend.

5.3. We cannot service your room daily if you're staying for 4 nights or less. If you are staying with us for more than 4 nights we will fully service your room and staff will be required to wear PPE (face mask, plastic apron and disposable gloves).

5.4. If you require clean towels just let us know and we will provide you with fresh towels in a bag and ask you to use the same bag to place your dirty ones in. Please tie the bag up and leave outside your door to be collected.

5.5. We please ask that you empty your own bin (there are clean bin bags underneath the old one), tie up and put it outside your room. We will leave tea towels in your room if you wish to use the same cup or just pop dirty ones outside your room and we will replace them.

5.6 Guests are requested to ensure they close the toilet lid when flushing to prevent any vapour/droplets being dispersed. Please also open your windows when possible. Cleaning items can be supplied just ask.

5.7. If you need tea, coffee, milk and toilet roll top ups please let us know. We will leave them in a sealed bag outside your door.



6. Guest Breakfast-Dining Room is Closed

6.1. You have the option of continental breakfast in your room or a packup to take out, or if you prefer, no breakfast. If you select no breakfast we will refund you £5 per person per night.

6.2. Continental breakfast will be packaged in a brown disposable bag with your room number on. Rooms 1-4 packages will be left on the radiator by 8.30am. Rooms 5-7 packages will be left on the big cupboard in the hallway. If you do eat in your room, again we ask you to leave your rubbish tied up outside your door.

6.3. The day before, we will text/email the continental breakfast options for you to text back with your selection.

6.4. We ask you to be respectful in our rooms when eating your breakfast. We strictly do not allow take-aways in the rooms.

6.5. If you wish to use the dining room for eating takeaways, then please let us know and we can book you a table and provide cutlery in a sealed plastic bag.



7. Guest Departure - Check-out by 10.30am

7.1. Please let us know the day before, what time you plan to check out. However, we do ask that you depart at 10.30am or before. We may need to stagger check-out time, but will provide you with notice if this is necessary.

7.2. Please remember only guests per booking are permitted in the reception area at any time. Please ensure you follow social distancing.

7.3. All Guests are responsible for moving and handling their own luggage. However, if you do need assistance then please let us know and staff will be required to sanitise their hands and handles of the luggage, and will keep at a 2 metre distance.

7.4. Any outstanding payments will be taken at departure, card is preferable.

7.5. Please leave your key in the key box in reception.



8. Guest Rooms/Housekeeping

All non-essential items have been removed, such as soft furnishings, throws and guest information book (all guest information is available on our website https://www.trefoilguesthouse.co.uk/) to make cleaning and sanitising easier.

All linen and towels are laundered at 60 degrees and above. Only 1 pillow will be provided per guest, you can request more.

8.1. Where possible, a minimum gap of 24 hours will be left before we clean a vacated room and 48 hours before a new guest checks in.

8.2. Guest rooms will be cleaned once the guest has fully departed.

8.3. On guest departure, all rooms will undergo a deep clean. This includes sanitising with STERI-7 XTRA bathroom/floors, light switches, sockets, handles, drawers, wardrobes and remote controls. Dettol soft surfaces disinfectant spray will be used on mattresses and any furnishings.

8.4. When cleaning rooms, staff are required to wear PPE. This is changed for each room to prevent cross contamination.

8.5. New cleaning cloths are used for every room to prevent cross contamination.

8.6. Staff are required to wash or sanitize their hands after taking off PPE.

8.7. All cups, saucers and cutlery will be dishwasher cleaned on intense program wash.

9. Guests suspected of Coronavirus during their Stay



If a guest presents themselves with symptoms of COVID-19 or is asymptomatic but declares the need to self-isolate, the guest will be advised to check out and return home to self-isolate according to current UK Government guidance. If the guest shows acute symptoms, has breathing difficulties or their life is at potential risk, seek medical help immediately.



Where a guest is UNABLE to check out, then the following guidelines must be followed:

9.1. The guest must stay in their room and not visit any public spaces.

9.2. Arrangements should be made for meals / food to be provided to the room as per protocols previously stated or use of local food delivery services. Food should be served with disposable plates and cutlery, nothing will be returned to the kitchen.

9.3. Arrangements should be made to ensure the guests are able to make requests for service or assistance remotely (e.g. via telephone or text).

9.4. No cleaning or housekeeping services will be carried out during their stay. Any room amenities to be left at the door.

9.5. Provide large rubbish bags for disposal of guest rubbish. Guests should be informed to keep the rubbish bags in the room (not placed in the corridor) until a coordinated time for pick-up is arranged.

9.6. Medical personnel only will be allowed in the guests room.

9.7. Guests must contact staff prior to check out and departure to provide an update on their condition.

9.8. If the fire alarm sounds, normal evacuation procedures should be followed, but the guest is to be isolated from other guests at the assembly point.

9.9. ALL PPE should be used whenever staff come in contact with any item the guest has handled.

10. Where a guests’ stay is extended beyond original booking, guests will be required to cover the cost of all additional nights stayed.



In line with the Government Guidance, If there is a suspected/confirmed case of Covid-19 in Trefoil Guest House we will be forced to close, self isolate and ask guests to return home immediately to self isolate to.



Bedrooms after a suspected contamination will mean NO ENTRY FOR 72 Hours, for the full risk assessment please visit https://www.trefoilguesthouse.co.uk/covid-19)



Cards Accepted