Our Guest Care Plan

How we will look after you while you stay at Cranleigh Bath. 

Cranleigh has developed a set of procedures to keep you safe and well while staying with us.  We have taken all the government advice and adapted it into a Guest Care Plan which is detailed below.  The plan includes how we can still be socially distant yet still answer all your questions and give you information and advice about Bath,  how we prepare your room for your arrival and keep the public areas virus free.  If you choose to have breakfast with us how we prepare and serve this safely.  And finally how you as a guest can help keep our staff safe.

Before your Arrival

We have made changes to our booking policies so you can change any booking without penalty.

It’s really important guests DO NOT travel if you or any member of your household have displayed any symptoms, High temperature, New, continuous cough, Loss or change to your sense of smell or taste within 14 days of your arrival

Please contact us ASAP (stay@cranleighbath.com) so we can rearrange or cancel your booking.  

If you become ill, start displaying symptoms while staying at Cranleigh you will need to inform us immediately. We have special procedures devised so we can keep you, all our staff team, and other guests as safe as possible.

Physical Distancing

This can be easily maintained at Cranleigh.  Cranleigh already operates  ‘self-check-in’ for late arrivals and this will now be extended to all guests whatever time you arrive. We have also adapted this for checking out as well.  

We will, of course, be available in person provided we all keep  2-metres distance between all parties.  This means that we can only accommodate one group of guests at one time at our reception desk.

We have 8 rooms over 3 floors with an open staircase so it is easy to avoid other guests when coming and going from your room.

Breakfast be delivered to your room. Cranleigh does not operate a dining room for breakfast. 

How we prepare your room for your arrival

Cranleigh has always prided itself on its cleanliness and this is reflected in all our reviews.  We have now built on our current procedures to make sure our rooms and communal area are virus-free. 

We love being Environmentally Friendly but these times require that we vary our Eco stance on cleaning products until further notice. We have replaced them with products that will effectively sterilise surfaces, such as disinfectants and bleach solutions. We are also making good use of our 2 steam cleaners which are excellent at chemical-free sterilisation. 

We will be using all of of these to sterilise items on each room change over including:

Light switches
Door handles
Work surfaces and tabletops
Window sills 
TV remote controls
Furnishings where possible
Duvets & pillows
Mattress and pillow protectors will be laundered at each changeover.
Tiled walls
Bath & shower areas
Shower taps and handhelds
Tops of hand soap dispensers
Taps
Floors

Your room will have been left unoccupied for a minimum of 24 hours before you check into it.  This is to give us extra time to thoroughly deep clean the room before you arrive.  This also has the advantage that we can be very flexible about checking in times.   Your room will bread by 11.30am on the day of arrival. 

Daily room cleaning

To protect our staff we will not service a room during your stay unless this is requested by hanging the ‘CLEAN ME’ card on the room door. 

If you do require your room serviced then we kindly request that you 

  • tidy any personal items
  • bag and tie up your rubbish and
  • open windows before you leave the room.  

Unfortunately, we will not be able to make your bed.  This is to prevent staff from breathing in airborne particles when moving/shaking the bedding. 

Extra supplies of toilet rolls, tea coffee etc will be provided for those guests who do not request a service.

Communal area cleaning 

This includes reception, guest lounge, stairs and landings.  These will be cleaned thoroughly twice daily  Morning – after everyone has checked out and afternoon after everyone has checked in.  

We will also wipe surfaces whenever we see anyone touch them.  This will include: doors, doorknobs, surfaces, reception desk, coffee machine and water machine, minibar fridge, bannister, guest bedroom doors and door handles, tables and chairs, light switches 

Hand sanitiser and sanitising surface spray will always be available at reception and in each guest bathroom

Breakfast Preparation and Service

Breakfast at Cranleigh is served in your room.  It is a continental style breakfast 

Crockery – All crockery is a dishwasher at a minimum of 60 degrees.  Napkins are laundered at 60 Degrees.  This is sufficiently high to kill any virus.  A fresh basket of crockery will be placed in your room prior to your arrival for you to use for your breakfast.  

Breakfast preparation – We have high food hygiene standards at Cranleigh.  As well as our normal kitchen uniform all kitchen staff will be required to wear gloves and face masks.

Breakfast delivery – Your breakfast will be presented in one of our wicker picnic hampers. We will deliver this to your bedroom room at the time you have requested.  We will leave this outside your bedroom door.

We’re all in this together – what we will ask you to do

To protect our staff from any infection whilst cleaning we are asking guests to do the following.   

On the morning of checkout:

  1. Guests to be asked to strip beds and place in the Green Bag provided.   Staff will then remove mattress and pillow protectors for laundering at each changeover.
  2. Please use the bedroom bin for recycling only.  All items must be rinsed.
  3. Please use the bathroom bin for personal waste, all bags must be tied.  Extra bags will be provided.
  4. Before you leave please open the windows

On the days you stay over and request your room to be serviced:

  1. Tidy any personal items from surfaces so they can be sanitised.
  2. Bag and rubbish in the appropriate bin as in point 2 and 3 above
  3. Leave your window open to air the room.

If you are having breakfast  

Please stack your hamper and your crockery basket and leave it outside your door.  We will collect it, and restock your crockery basket ready the next day. 

We thank you for your cooperation in ensuring everyone Stays Safe at Cranleigh