Covid-19 (the Coronavirus) Keeping You – Other guests - Our Staff – Our Hotel- Safe

At Crofton House Hotel we are proud to have been rated on 'TripAdvisor' as 'one of the top 10% of hotels worldwide' for the second year running in 2021.

By working together, we trust this information provides all our guests with the reassurance of a safer stay and being “COVID-19 SECURE”.  We will update the” COVID-19 SECURE” statement for 2021 as and when updates are announced. However, we strongly advise guests to regularly check our “COVID-19 SECURE” statement on the Crofton House Hotel website. 

Like us, all guests are to adopt the following:

Please read the following information in full. Updated on 16th May 2021 @ 13.30hrs.

UK Government has announced an end to ‘lockdown’ for Hotels from 17th May 2021. 'Face coverings' and 'social distancing' measures remain in place.

From the time we open the following information applies, unless we accept alternative laws, regulations and guidelines to state otherwise.  No one is to enter the building without a face covering and must wear a face covering in all communal areas at all times, unless served food or drink or able to provide acceptable proof of exemption.

If you arrive from a known restricted area, you will be denied check-in and advised to return home. Your booking will be charged in full. 

We at Crofton House Hotel work in line with UK law, UK government's latest guidelines along with associated Hotel industry's latest advice to ensure we remain “Covid-19 Secure”.

If you are not able to comply with the following requirements, please move your booking to a later date where possible, or cancel.

Checking in at Crofton House Hotel is an automatic acceptance of all this, and any emended “ COVID-19 secure” statement. This statement may be amended at any time without notice.

In short:... The social distancing rule of ‘one meter plus’ applies, along with the 'Rule of 6'.

Restrictions on travel and social distancing imposed by all governments are to be observed.

We have reduced the number of rooms and suites available. Check-in and check-out is staggered. All meals, including breakfast are also staggered with pre-booked times.

PPE is used by staff where necessary and guests are required to use PPE such as hand sanitiser and face coverings. Any leisure facilities which may be open requires booking for your 'bubble' in advance of use. Restrictions on travel and social distancing imposed by all governments are to be observed.

In a bit more detail:... This is not an exhaustive list and is not in any particular order of priority...

Prior to arrival: Please ensure all governments travel restrictions are kept to. Any guest feeling ill or having symptoms before arriving at Crofton House Hotel will need to postpone their booking for a later date or cancel.

Payments: All bookings are flexible with free cancelation up to three days prior to the arrival date, there after fully chargeable, though later date change allowed if travel restricted by government restrictions on travel. Guests have the option of paying for their booking by bank transfer (BACS), call us for details on 01803213121. Credit and Debit cards are still accepted. Where possible ‘contact less’ payments are requested for hotels spends. Staff are able to manually process credit or debit card payments.

Guest PPE: UK Government mandates all guests to wear face coverings in all communal areas within the hotel. Face coverings can only be removed once served food or beverage. Guests with provable Health exemptions will not be required to wear a face covering. All guests are required to download the UK government track and trace app, if available, prior to arrival. All guests are required to carry PPE such as personal hand sanitisers, face coverings and disposable gloves. There is a chemist just next to Crofton House Hotel, along with other chemists and stockists in the town centre, which are able to assist in providing PPE. Guests should ensure they wash hands for at least 20 seconds regularly.

Staff PPE: All staff have been trained and provided with PPE including hand sanitisers, face coverings and gloves. Strict hand washing is adhered to.

Prior to arrival: Each guest is required to download the new 'NHS COVID-19 App' for use on arrival.

Your welcome at Crofton House: A reception screen is now in place. Guests are required to stand in a designated zone for check-in and Covid-19 formalities and to be explained. All guests must have a temperature check upon arrival and scan the new 'NHS COVID-19 QR code' located at reception. Each guest is to provide full and up to date contact detail on arrival. We trust all will be well. However, any guest found to have a temperature of 37.8 and above, or displaying symptoms including a persistent cough, loss of taste or smell the guest and their party will be required to move the booking to an alternative date or cancel the booking. All guests in the party will not be able to stay and will need to return home, report for a COVID-19 test and self-isolate.

Keys: Sanitised room keys are left in rooms and suites.

Luggage: Staff are able to assist with luggage. The hotel industry advice is for guest to carry their own luggage where possible.

Hand sanitiser: All guests are to use hand sanitiser at all sanitiser locations in the hotel, including each time they entering the hotel building from any entrance and entering the dining room.

Breakfast and other meals: While we pride ourselves on consistently maintaining a “Food Hygiene” rating of ‘5’, in accordance with the UK government's social distancing guidelines, a number of tables have been removed from the dining room, along with all cutlery, crockery and condiments, and there is no selfservice breakfast bar. All meals are staggered and dining times need to be pre-booked at reception. A Continental breakfast is available to have as room service. For guests who wish to dine in the dining room, you are required to hand sanitise and wait outside the dining room to be seated. Once seated by staff, you  will be provided with a tray of cutlery, crockery and condiments, with many of these items pre-wrapped or in sachets.  As there is no breakfast buffet, buffet items are available from the menu. Our ‘all day’ menu is available, though with restricted choice. Please do not ‘switch’ tables once seated or sit with guests outside your' bubble' and do not sit in groups of more than six. Evening meals need to be pre-ordered no later than 5.30pm. We remain able to accommodate most dietary needs and ask you inform Crofton House Hotel of such needs prior to arrival. No food or drink are to be brought into the hotel from outside, these include ‘takeout’s’, food deliveries and alcohol.

The Crofton House Bar: Alcoholic and non-alcoholic beverages are still available and served by staff. There is no service at the bar itself and guests are not be able to sit at the bar and are not to sit with guests outside their 'bubble' and not to sit in groups larger than six. 

Leisure facilities: In line with UK government and hotel industry guidance, all leisure facilities open will need guests to book a 'time slots'. The booked leisure facility will then be for your ‘bubble’s’ use. The ‘rule of 6’ will still apply. Guests are required to shower and change in their rooms or suites, using the gowns provided in your room or suite. Towels will be provided. Changes in UK government and hotel industry guidance may result in us not being able to open all leisure facilities. All board games, jigsaws and books have also had to be removed from use.  Although leaflets and maps are not on display, they are available on request from staff.

Room and Suite servicing: All rooms and suites are cleaned with the use of a ‘bio-mister’ on check-out and prior to arrival. In line with industry advice, like other hotels, guests with a booking of seven nights or less will not have their room or suites serviced. Guests with a booking more than seven nights will have the rooms or suites serviced on the seventh day, including staff using the ‘Bio-mister’. Throughout your stay the usual complimentary beverage items and toiletries are available from staff on request, along with replacement bottled water. Towels will be changed on requesting. Fresh towels will be provided to your room or suite, with staff taking used towels away in a zip bag. Bins are to be left outside rooms and suites for emptying each morning. Items to refresh all En-suites are provided in all rooms and suites.

Toilets: Hotel toilets are not available for use. Guests are to use the facilities in their own rooms and suites and are required to wash hands for a minimum of twenty seconds.

All laundry : Laundry at Crofton House Hotel is cleaned ‘in house’ using additional industry approved anti-bacterial detergents, ensuring a consistent high quality of cleanliness while removing social contact with unknown laundry staff from laundry companies.

Public areas: When moving around Crofton House Hotel, Guests are to maintain the required ‘one meter plus' social distancing with those outside their ‘bubble and ‘group of 6’, taking note of any additional signs. Hand sanitiser is available around the Hotel for your use. Avoid crossing with others on the stairs and corridors. Staff regularly sanitises door handles and surfaces around Crofton House Hotel.

Non-resident guests: We are usually more than happy for you to meet and entertain non-resident guests at Crofton House Hotel. However, during these unpredictable times only resident guests are permitted in the hotel and gardens.

In the unlikely event...: If a guest develops any signs or symptoms - including a persistent cough, high temperature or loss of taste or smell - while staying at Crofton House Hotel, the guest must inform the hotel staff immediately. The affected guest and their party must remain in their room or suite until they are able to leave safely and return home. Guests will be required to adhere with test and trace formalities, along with any other required processes. Any request for an extended stay would need to be discussed and assessed with senior hotel staff with the guest covering any additional cost of such a stay.

On your departure: Please ensure Windows are to be left open, along with leaving open cupboards and draws, Keys are to be left on a surface in the room or suite and the door to be pulled shut. In order to assist in social distancing, guests are required to settle any outstanding bills with our staff the evening before departure, using ‘contactless’ payments where possible. A receipt for all payments at Crofton House Hotel can be issued to guests on request, preferably by email. Staff are able to assist with luggage, though the hotel industry advice is for guest to carry their own luggage when possible. In the unlikely event you are affected by COVID-19 within fourteen days of your departure, you are required to follow the ‘test and trace’ process and inform us at Crofton House Hotel.

We are here to respond to any concerns you may have. Please feel able to call us on 01803 213121.           Or you can e-mail us at

While this information is not an exhaustive list and can be amended at any time without notice, we trust we have provided you with enough information about your time with us at Crofton House Hotel to have a reassured stay and be “COVID SECURE”.