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

At Crofton House Hotel we are proud to have been rated on Trip Advisor as 'one of the top 10% of hotels worldwide'.

By working together, we trust this information provides all our guests with the reassurance of a safer stay and being “COVID-19 SECURE”.

Please read the following information in full. Updated on 22nd February 2021 @ 16.30hrs.

UK Government has announced ‘lockdown’ for hotels should be lifted on the 17th May 2021.

We plan to open on the 17th May 2021. The following information is for when we open unless alternative laws, regulations and guidelines state otherwise.

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. 

In line with UK law,UK government's latest guidelines and associated hotel industry's latest advice relating to us being able to remain open, we trust you will accept the needs for the actions stated below. If not, you could move your booking to a later date where possible, or cancel. Checking in at Crofton House Hotel is an automatic acceptance of all these COVID-19 restrictions, which may be amended at any time without notice. In short: In order for us all to maintain the UK government’s social distancing rule of ‘one meter plus’ and the 'Rule of 6' we have reduced the number of rooms and suites available. Check-in and check-out is staggered, as well as all meals.

PPE is used by staff where necessary and guests are required to use PPE such as hand sanitiser and face coverings. Only our inside heated swimming pool is open, with booked time slots. All other leisure facilities remain closed, including the seasonal outside swimming pool. Restrictions on travel and social distancing imposed by all governments are to be observed.

In a bit more detail, though not an exhaustive list and in no particular order of priority...

PAYMENTS: Since Covid-19 bookings can be made with advance payment taken at time of booking. In addition, to limit social contact, guests have the additional option of paying for their booking by bank transfer (BACS). Please call us for details on 01803213121. Credit and Debit cards are still accepted. Where possible ‘contactless’ payments are requested for hotels spends; staff are also be able to manually process credit or debit card payments. 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.

Guest PPE: UK Government mandates all guests (exempt are guests with Bona Fide Health reasons not to wear a face covering) to wear face coverings in all communal areas of the hotel, both inside and outside (There are no distinctions made for Hotels between inside and outside areas), unless you have been seated and served food or beverage. We strongly advise all guests to download the UK government recommended 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 formalities and to be explained all relevant COVID-19 restrictions and procedures. 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, if any person in your party are 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 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. Sanitised room keys are left in rooms and suites.

 LUGGAGE: Although 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 and for meals.

BREAKFAST AND OTHER MEALS: While we pride ourselves on consistently maintaining a “Food Hygiene” rating of ‘5’, we have had to amend our service. A Continental breakfast is available to have as room service. Guests are required to hand sanitiser at the dining room. In the dining room, in accordance with the UK government's social distancing guidelines, a number of tables have been removed and all meals are staggered with bookable time slots at check-in. You will find tables clear of cutlery and condiments; these will be provided once staff have seated you , with many of these items being pre-wrapped or in sachets for all meals. There is no breakfast buffet, though buffet items will now be 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 for your meal. 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 at time of booking or prior to arrival. No food or drink are to be brought into the hotel from outside, these include takeouts, 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, we have only opened our indoor swimming pool, with guests booking 'time slots' for the sole use of their 'bubble' and in no larger groups than six. Guests are required to shower and change in their rooms or suites. We provide gowns and poolside towels. However, the outdoor pool, hot-tub, Jacuzzi, steam, sauna and games room facilities remain closed until any further changes in UK government and hotel industry guidance make it possible to open. 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 and from the reception. 

ROOM AND SUITE SERVICING: All rooms and suites are cleaned with the use of a ‘bio-mister’ on check-out 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 and suites serviced on the seventh day, including staff using the ‘Bio-mister’. Throughout your stay replacement of the usual complimentary beverage items and toiletries are available from staff on request, along with replacement water bottles. Towels can be changed by requesting fresh towels from staff and used towels placed in a zip bag when staff provide the fresh towels to your room or suite. Bins are to be left outside rooms for emptying each morning.

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 and take note of any additional signs. Hand sanitiser is available around the Hotel for your use. Guests are required to stay within your 'bubble' of no more than 6 guests. 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. 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: Windows are to be left open and keys are to be left 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 will be issued to guests on request, preferably by email. Although staff are able to assist with luggage, 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, please 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 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”.