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Your Safety At Burley Manor

 

Yours and our teams’ wellbeing is absolute priority, and you can be assured that as always health and safety has our complete attention. While it’s so important to us that we are here to welcome you back with the Burley Manor hospitality that you’ve come to expect, we will be ensuring all preventative measures are in place to minimise the risk of Covid-19.

For some time now, we have been working extremely hard, re-thinking and re-imagining how we can continue to provide the best experience for you now we have re-opened, while keeping yours and our teams’ wellbeing in mind. From this we’ve prepared and implemented new guidelines that build on our long-standing cleanliness and safety procedures.

As recommended by government, we kindly ask that before your visit, you download the NHS Test and Trace app, then scan one of the QR codes found throughout our Manor.

You can read more about the measures we have in place below.

Garry Baldwin, Managing Director and team

Pre-stay

You can make your room and table reservations online direct at burleymanor.com. Our reservations team are available Monday to Friday, between 9.30am and 2.30pm by either calling 01425 403522 or emailing reservations@newforesthotels.co.uk.

Before you make a reservation with us, please take time to read through the preventative measures and new guidelines we have in place to minimise the risk of Covid-19 spreading.

1. If you are displaying any Covid-19 symptoms, we ask that you please call or email us to postpone your stay.

2. When booking directly with us, we’ll contact you in advance of your stay to complete the check-in process and confirm any special requests. You’ll just need to pre-authorise a debit or credit card and collect your room key cards on arrival.

3. If you have booked through another channel, please take time to familiarise yourself with our new standards found here.

4. Should you have special requirements, please let us know before you arrive so we can make necessary preparations.

5. As recommended by government, we kindly ask that before your visit, you download the NHS Test and Trace app, and then scan one of the QR codes found throughout our Manor on your arrival.

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Welcome & check-in

We are still providing the warm welcome you’d expect from us, it’s just that things at the Manor may look a little different.

1. If you are displaying any symptoms of Covid-19, please do not enter the Manor or our estate as this puts other guests and our team at risk. Instead we ask that you call or email us to postpone your stay.

2. Any of our guests displaying Covid-19 symptoms may be asked to leave.

3. We have put in place new signage on arrival and throughout the Manor detailing new guidelines and directions for one-way routes, to help protect you and our team.

4. We ask that you understand the need for a contactless infrared temperature check on arrival. We'll be temperature checking our team regularly too. This is in the interest of all our wellbeing.

5. Our check-in process has been made ‘contactless’ and more streamlined with most of your check-in complete before arrival. You’ll just need to collect your room key cards and pre-authorise a card should you wish to charge to your room during your stay. We have put up a counter top screen on our reception desk too, to keep us all safe. During your stay, you can contact reception by dialling ‘0’ from your room.

6. We have increased the number of hand sanitiser stations near entrances, exits and reception for you to use on arrival and throughout your stay.

7. We’ve adopted a new ‘contactless’ approach to avoid the handling of cash, so we will only be accepting debit or credit card payments for the foreseeable future. Please note throughout your stay you can make room transfers if you have pre-authorised your card on arrival.

8. You will find we have put in place new floor markings, so we can all keep our social distance and follow the government guidelines.

9. You will see proactive cleaning of areas throughout the day, regular cleaning of high touch points including door handles and surfaces. You may come into contact with our electrostatic spraying, this will be happening in reception and guest areas throughout at key times to keep our clean surfaces disinfected.

10. Our luggage handling offer, welcome tour, and early check-in or late check-out have been put on hold for the safety of all, however we are still pleased to assist however we can with safety in mind.

Please note your contact details may be used for the NHS Test and Trace service up to 21 days after your visit, in the interest of keeping us all safe.

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Drawing room, bar & lounge

1. Sanitising stations are placed throughout key areas, including at the entrance to the Manor, restaurant and bar. Please use frequently.

2. We will be carrying out extensive cleaning of high touch points throughout the day and evening – all of which will be checked by our Covid-19 ‘champions’.

3. Our guest washrooms are checked regularly, and we'll continue to use disposable paper towels.

4. We respectfully ask if you are staying with us that you use your own bathroom during your stay if possible, rather than our guest washrooms.

5. We have put in place new signage throughout the Manor detailing new guidelines and reminders to observe social distancing. We ask that you help by following any directional signage or requests from our team to keep you, other guests and our team safe.

6. We have provided bins for disposing of PPE at exit points, please use these should you be disposing of such.

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Face masks & coverings

1. You will have to wear a face covering in our public areas, but not when eating or drinking in our restaurants or bars. To help, here are key examples of where you will need to wear a face covering:

Upon arrival and collecting your room keys from reception

When using any of our corridors

If you’re making your way from your room to our restaurant or bar

When sitting in our Drawing room or lounge, and you’re not eating, or drinking

2. There are some circumstances where you or other guests may not be required to wear a face covering. If you think you may be exempt, please check the government’s guidelines here.

3. Please be mindful that some guests may be less able to wear face coverings, and that the reasons for this may not always be visible.

4.Following the latest advice from government, bespoke face coverings have been provided for every member of our team to wear. You’ll now find all those that can, will be wearing a covering at all times.

 
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Rooms, suites & bathrooms

1. On arrival to your room you will notice that the door has been sealed, this highlights your room has been checked, cleaned, and sanitised for your protection prior to your arrival. Extra attention to key contact areas has been made.

2. Some soft furnishings have been removed in order to provide effective cleaning and reduce the risk of Covid-19 spreading. You'll still find tea and coffee facilities in your room, with extra attention taken to clean and sanitise these between guests.

3. Your room will have been electrostatically treated prior to your arrival, this may leave some marks that resemble ‘water spots’ on hard surfaces, please be assured this is not harmful to you, but is very effective in killing viruses and bacteria including Covid-19.

4. Linen and towels are handled by our linen supplier and handler ‘Clean’ who have stringent processes in place to ensure clean, safe linen. Robes will be available (subject to room type) in your wardrobe and are wrapped.

5. Printed material within your room has been limited, you will find a disposable “hotel update” which gives you all the detail required, these are recycled after each stay.

6. Our housekeeping team will be wearing PPE, including mask and gloves changed between rooms to remove contamination.

7. Our daily housekeeping service has been put on hold and your room will be serviced every three days, keeping your room team free and uncontaminated. Should you have any maintenance requests or require a room refresh, our team will complete this at a time when you are out, as we’ll need the room to be empty.

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Restaurant, bar & terrace

Our spectacular forest location means on warm and sunny days, you can enjoy safe outdoor dining on the terrace. But whether you’re dining outdoors or in, we will be following government social distancing guidelines at all times.

1. Our restaurant, bar and terrace will be open for socially distanced dining until 10pm daily, with a ‘contactless’ in room dining option available too. To help, we will need to limit the number of guests at one time.

2. Our barns will be utilised as appropriate throughout this time, to ensure we can serve you and other guests safely and responsibly.

3. Before arrival, our team will contact you to discuss your dining preferences and update you on any processes that may be in place.

4. You can book a table through our OpenTable booking platform below or with our reception team. We kindly ask that you keep to your booked times, to ensure all guests can dine at a safe pace.

5. If you are staying with us, you will be offered a dining reservation prior to arrival. Should you change your mind, we ask that you give us as much notice as possible.

6. All of our menus will be available online, or alternatively we have single-use menus available; these are recycled after use. If you are staying with us, we would encourage you to keep your menu for the duration of your stay to reduce our impact on the environment.

7. During your stay, breakfast can be enjoyed a la carte style in our restaurant, in bed, or outdoors with our new ‘grab and go’ breakfast box. They’re great if you are on the move too.

8. Drinks can be ordered and collected from the bar, or alternatively our team will be providing table service in the first instance.

9. We’ve adopted a new 'contactless' approach to avoid the handling of cash, so we will only be accepting debit or credit card payments for the foreseeable future. Please note throughout your stay you can make room transfers if you have pre-authorised your card on arrival.

10. Hand sanitising stations are available at the entrance to our restaurant and bar for you to use as needed.

11. We have created separate entrance and exit points to keep a safe guest flow; these may not always be the most direct routes, but they are the safest.

12. If you are not staying with us, please note we require you to have a table reservation prior to arrival. Our team will contact you to discuss your dining preferences and confirm any special requests.

As recommended by government, we kindly ask that prior to your table reservation, you download the NHS Test and Trace app, and then scan one of the QR codes found throughout on arrival.

If you are displaying any Covid-19 symptoms, please postpone your reservation with us.

Please note your contact details may be used for the NHS Test and Trace service up to 21 days after your visit, in the interest of keeping us all safe.

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Departure

While we would like nothing more than to say goodbye to you face to face, with government guidelines and social distancing in place, we are pleased to be able to offer you the option to use our 'contactless' express check-out. Here's how it works:

1. We will post your most up-to-date bill under your door for you to check over during your last evening with us. Should you have any queries, we will be happy to check your bill with you over the phone.

2. If you are happy with your bill, we will charge the card used to guarantee your booking. Near our reception desk you will find an express check-out box that you can drop your key cards into along with your signed room slip and leave the rest to us.

3. Your completed bill will be emailed to you, helping to reduce our impact on the environment. Should you have not booked directly, please ensure we have an email address for you.

If you prefer you can of course still come to reception, but please be aware that there may be a longer wait than normal while we ensure social distancing is observed and guidelines are followed.

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Our team

Guest-facing or behind the scenes, our team remain at the heart of what we do. This is all new to us, and yours and our teams’ wellbeing is our absolute priority, but we want you to know our Burley Manor hospitality you’ve come to expect is a very, very close second.

As we continue to follow all advice and recommended implementation, we ask for your patience as we re-think, re-imagine and re-learn many traditions of hospitality.

1. All of our team have undergone additional hospitality-focussed training on the prevention of Covid-19. We have also ensured all relevant teams have re-taken food hygiene and health and safety certification, keeping this at the forefront of their mind.

2. All team members, suppliers and visitors will need to complete a Covid-19 survey, certifying their Covid-19 neutral status and zero contact with those symptomatic of the virus.

3. Following the latest advice from government, bespoke face coverings have been provided for every member of our team to wear. You’ll now find all those that can, will be wearing a covering at all times.

4. We have put in place a new handling process for deliveries, with disinfection of external packaging prior to ambient, chilled, or frozen storage.

5. Any team members with Covid-19 symptoms will be instructed to follow government guidelines including to self-isolate before returning to work, where a return to work survey will be required.

6. Frequent hand washing, hand sanitising stations and new routes back of house are all in place to keep contact limited and practices safe.

7. Recommended PPE will be worn for team members when social distancing is not possible.

8. Our kitchen team will be allocated sections with social distancing in place.

9. Our new guidelines for team and guests is displayed in our back of house areas and available on our Covid-19 hub. This is updated, and refreshed regularly, followed by continued training and development, to ensure the health and safety of all of us.

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Wellbeing & outdoor pool

Our outdoor pool is now open exclusively to residents. In the interest of all our guests, we ask that you understand that time slots may be booked on the day, and not before arrival. This means you and other guests can enjoy a swim during your stay.

1.We’ll need to limit the number of guests at one time to ensure social distancing can be maintained. To help with this, we ask that you book an hour’s slot with reception.

2.Towels will be available to collect from reception - these will be sealed for your protection. We ask that your used towels are placed in the bag provided and left either in the laundry basket poolside, or outside your room.

3.We recommend showering in your room before and after using the pool.

4.Between each hour slot, there will be cleaning and sanitisation of high touch points around the pool by our team.

5.Unfortunately, loungers will not be available for the time being, but there will be deck chairs for you to relax poolside.

Should you have any questions, please get in touch with reception by emailing burleymanor@newforesthotels.co.uk.

Wellbeing rooms

Our wellbeing rooms will now be open every Friday, Saturday and Sunday, offering you your favourite Temple Spa Mediterranean massages; ‘Drift Away’ and ‘Work it out’, alongside our luxurious spa manicure and pedicure’s.

1.To protect both our team and you, our therapists will wear a clear visor that covers the face. We’ll provide a disposable mask for you to wear during your treatment, or you may prefer to wear your own face covering. Disposable gloves will also be worn to prevent any skin-to-skin contact.

2.Please arrive 5 minutes prior to your treatment time and understand the need for a contactless infrared temperature check on arrival. We'll be temperature checking our team regularly too. This is in the interest of all our wellbeing.

3.We’ve increased the time between appointments, to enable extra cleaning and sanitisation of all equipment.

4.We’ve adopted a new ‘contactless’ approach to avoid handling cash, so we will only be accepting card payments, or room transfers for the foreseeable future. You’re welcome to pre-pay with reception before moving through to our wellbeing sanctuary.

5.We welcome non-residents too, but you must be pre-book prior to arriving at our Manor.

As recommended by government, we kindly ask that prior to your spa treatment appointment, you download the NHS Test and Trace app, and then scan one of the QR codes found throughout.

If you are displaying any Covid-19 symptoms, please contact us to postpone your appointment.

Should you have any questions, please get in touch with Chloe, our senior therapist by emailing burleyspa@newforesthotels.co.uk.

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