Your Stay with Us

COVID-19 PRECAUTIONS & PREPARATIONS FOR REOPENING

OUR PLEDGE TO YOU
Welcoming back guests to The Metropole Hotel & Spa has been my priority since we closed our doors on the 21st March. The last time the hotel was closed was to accommodate troops during the 2nd World War.

The positive to the past three months has been the ability to concentrate on the hotel, making improvements where needed and focusing on how and what re-opening will look like for the staff and our guests alike.
Judy and I understand that many of you might be anxious about returning to the hotel. So we make this pledge to you all; staff, guests and our local community.

We pledge that by making The Metropole Hotel & Spa a safe environment for our staff to work then our guests can return confident in the knowledge that they will be welcomed by all into a healthy, safe environment.

Guest feedback; “The safety measures were fantastic, I cannot commend you enough, the whole place feels looked after, very safe and secure. Rooms with a seal on the door upon arrival and personal room service as required rather than every day.” 4th Oct

Guest feedback; “We felt that your management of the situation did make the premises Covid secure and we felt very safe.” 29th Sep

Guest feedback; “The hotel’s response to Covid has, I think, been excellent. That’s in terms of being flexible in allowing us to move our booking, but also in ensuring social distancing etc. within the hotel. My family and I felt safe and confident that all was being to ensure safety of guests, and that encourages us to return.” 29th Sep

Guest feedback; “Great supply of sanitisers in all correct places.” 27th Sep

The business will plan and deliver the safest and most practical workplace protocols to allow the business to reopen whilst ensuring our valued colleagues feel comfortable and confident to return to work.

The Metropole Hotel & Spa is entwined within the community in which it sits in so many ways. Ensuring the procedures and protocols that are put in place give our staff and guest the comfort to return to work or holiday in safety, should give our community the comfort that all that should be done is being done.

• Temperature checks will be taken daily upon entering the building
• All team members will be required to wash their hands (or use hand
sanitiser) every 30 minutes
• All team members will be required to stay at home if unwell
• All team members will be required to follow official guidance on selfisolating
• All team members will be required to wear PPE as appropriate
following Government guidelines
• The team will follow a policy of no physical contact and maintain
social distancing, wherever possible
• All team members will have undergone extensive return to work
training on the operational procedures and risk assessments

• You will be expected to respect the health of your fellow guests and
our staff and not travel if you have symptoms of Covid-19 or are awaiting the outcome of any test for Covid-19
• If in the unfortunate case, you have any COVID-19 symptoms such
as fever, cough, shortness of breath, or loss of taste and smell, we ask
that you contact us, and allow us to reschedule your stay.
• Please respect the social distancing measures in place
• We have cleaned your bedroom with extra care
• We have removed non-essential items to minimise any contamination
risk such as room service menus and Guest Information.
• We have introduced our Metropole app which can be downloaded
onto you smart phone which holds all hotel information
• We have placed individual amenity bottles in bedrooms, please feel
free to take any away that are partly-used as they will be disposed of
when you depart
• Please use your bedroom toilet rather than toilets in public areas
• Please wash your hands when returning to your bedroom
• Cash will not be accepted, unless arranged by prior agreement, credit
card details will be required prior to arrival to ensure contactless
payment
• Due to the COVID-19 restrictions currently in place, some of our
activities, services and facilities are unfortunately limited or not
available notably the Spa and Swimming Pool.
• Justin Baird-Murray is responsible for all aspects of our ‘COVID-19
Secure’ operating plan. You can contact the Day Manager at any
time prior to, and during your stay, should you have concerns related
to this plan or any other matter

• The highest food safety standards will continue to be maintained as
shown by our 5 star food standard agency rating (scores on the doors)
• Room service will be provided at no extra cost, service is restricted to
delivery to the bedroom door
• Social distancing measures will be in place in all common areas
• A one way system throughout the hotel will be implemented where
possible
• Signage will be displayed in all common areas to reinforce social
distancing message
• Seating Public Areas of the hotel will be spaced to enforce social
distancing and extend into the ballroom and Powys suite.
• Enhanced cleaning programme in public areas with an increased
frequency in disinfection of high touch areas
• Hand sanitising stations will be provided at every doorway/key public
area (front desk, restaurant, spa, toilets)
• Housekeeping will be available on request only, guests to vacate room
and ventilate prior to housekeeping staff entering
• Additional disinfection will be in place of high touch room and
bathroom areas (Door knobs, TV Remote, Crave units)
• The Day Manager is our designated, responsible contact person for
all staff and guest COVID-19 related queries
• We have flexible terms and conditions for all individual bookings
whereby you can cancel 4 hours prior to arrival for a full refund. For
group and event bookings please speak directly to the hotel, our
terms remain the same

• We have reduced the number of tables in the dining rooms
• We have expanded dining hours during higher occupancy periods
• We will limit table linens and have established strict table/chair
sanitisation procedures between guest seating periods
• We have suspended all buffets. Breakfast will be available from an a la
carte menu and ordered the night before
• There will be more ‘to go’ options in our food and beverage outlets
• Salt and pepper shakers will be removed and available on request.
They will be sanitised after each use
• Room service will be provided at no extra cost, service is restricted to
delivery to the bedroom door
• Single use menus will be used throughout the hotel

THE INDOOR POOL, SAUNA, STEAM ROOM, WHIRLPOOL AND GYM REMAINS CLOSED. TREATMENTS ARE OPEN. CURRENT WELSH GOVERNMENT RESTRICTIONS PREVENTS FULL REOPENING OF THE SPA.
• Hand sanitising stations will be in place in entrance of all areas in the
spa
• Gym equipment will be disinfected between each guest’s use.
• Signage and a procedure will be in place to ensure social distancing is
followed
• Numbers will be limited to allow social distancing.
• Guests will be required to change in their room prior to using the
spa. Changing rooms will not be available.
• In spa treatment rooms, all surfaces and fixtures will be disinfected
between each client
• Spot mop cleaning and disinfection will be performed on spills when
they occur
• Treatment rooms will be allocated per therapist
• All treatment equipment will be sanitised after each client
• Work out mats will be removed
• We will remove all reading material

I have been actively involved in discussions with UK Hospitality, Welsh Government and our local authority about a framework of protocols and risk assessments for the safe reopening of hospitality businesses. These guidelines, ‘Covid-19 Secure advice and risk assessments for hospitality businesses’ are the process that we will strictly adhere to, to fulfil our pledge.
Justin and Judy Baird-Murray
Sarah Hill – Financial Director
Sam Batten Operations Manager

The information on this webpage is work in progress and will be altered prior to hotel opening 3rd August 2020. Amendments made at any time dependent on Government regulations. Any thoughts you may have you are welcome to share with us on info@metropole.co.uk

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