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Novel Coronavirus COVID-19 Update for our Guests

An update for our guests in relation to COVID-19

Dear guests, members and friends, 

The welfare and safety of our team, and our guests, remains our highest priority and we are closely following the advice of Public Health England and the government. Over the past few weeks we have introduced some extra health and safety measures along with additional flexibility for guests who have bookings with us. 

Please note the Hotel, Golf Course, Spa, Mischmasch area and Restaurants are temporarily closed. 

Please find below useful information for our guests: 

Our team 

  • We have provisions in place for many of our office-based team members to work from home, where possible, so we can continue to operate as a business. 
  • We are currently following the new legislation as outlined by the Government on 23rd March 2020 to protect our team. As the majority of our workers are considered non-essential, we are operating on a reduced staff level with the sole purpose of keeping the Rockliffe Hall estate secure and maintained. 
  • We are following the latest government guidelines at all times 

Restaurants - temporarily closed from Saturday 21st March 
Following the Government announcement on 20th March 2020, our restaurants will be closed from Saturday 21st March. We will no longer be offering takeaway Afternoon Tea to protect our team 

Spa - Temporarily closed from Thursday 19th March 
In light of the advice of the Government and Public Health England from 10.30pm tonight (Wednesday 18th March) the Spa at Rockliffe Hall including the fitness suite, wellness studio, pools, thermal bathing suite, treatment rooms and spa garden will temporarily close until further notice. 

  • If you have an existing Spa reservation a member of our team will be in touch to rearrange your Spa experience. This can be any date in the future, subject to availability, up to and including 31st March 2021. Please note some of our Spa experiences carry a weekend supplement.
  • Whilst our remote workers are able to amend existing bookings to a new date in the future, or extend gift vouchers, we unfortunately do not have the infrastructure in place to process refunds. We are able to take your details and a member of the team will be in touch when it is safe for our core office team return to work. We apologies to our valued guests that during this time our telephone response times may be reduced, this is purely to protect our team and to conform with the legislation. We can still be reached by emailing enquiries@rockliffehall.com. This account continues to be monitored on a daily basis and we will respond to you as soon as possible. 
  • Membership fees are temporarily on hold until we reopen, we are exploring ways to offer complimentary virtual classes and outdoor small group classes for our valued members 
  • We are also allowing all guests with an experience voucher due to expire in March, April, May or June to use their vouchers up to 6 months beyond the expiry date
  • We are exploring ways of supporting the community with wellbeing tips for selfcare at home   

Please note if you have a Spa booking we will be in touch with you as soon as we can and appreciate your patience.   

 

Hotel - temporarily closed from 6pm on Sunday 22nd March 

  • We are offering all guests with a reservation before 30th June the opportunity to change their booking, without charge, for another date in the future* 
  • Any guest making a new booking before 30th April, for any time in the future, will be offered the flexibility to amend their reservation up to 24 hours in advance without penalty.
  • We are also allowing all guests with an experience voucher due to expire in March, April, May or June to use their vouchers up to 6 months beyond the expiry date.
  • Whilst our remote workers are able to amend existing bookings to a new date in the future, or extend gift vouchers, we unfortunately do not have the infrastructure in place to process refunds. We are able to take your details and a member of the team will be in touch when it is safe for our core office team return to work. We apologies to our valued guests that during this time our telephone response times may be reduced, this is purely to protect our team and to conform with the legislation. We can still be reached by emailing enquiries@rockliffehall.com. This account continues to be monitored on a daily basis and we will respond to you as soon as possible. 

Please note if you have a Hotel booking we will be in touch with you as soon as we can and appreciate your patience.   

*Please note all booking amendments are subject to availability, and terms and conditions will be clearly explained at the time of booking, supplements may apply for weekends. Your new arrival date must be within the next 12 months of your original booking.

Golf - temporarily closed  at 8.30pm on Monday 23rd March
Following the update from the Government on Monday 23rd March the Rockliffe Hall Golf Course, Professional Shop, Practice Areas and Academy will be closed to all members and guests with immediate effect.

  • We are offering all guests with a Golf reservation before 30th June the opportunity to change their booking, without charge, for another date in the future.  Please note this is subject to availability and date restrictions may apply. 
  • We are also allowing all guests with an experience voucher due to expire in March, April, May or June to use their vouchers up to 6 months beyond the expiry date.
  • Whilst our remote workers are able to amend existing bookings to a new date in the future, or extend gift vouchers, we unfortunately do not have the infrastructure in place to process refunds. We are able to take your details and a member of the team will be in touch when it is safe for our core office team return to work. We apologies to our valued guests that during this time our telephone response times may be reduced, this is purely to protect our team and to conform with the legislation. We can still be reached by emailing enquiries@rockliffehall.com. This account continues to be monitored on a daily basis and we will respond to you as soon as possible. 

Event Bookings 
Any guests with an existing event or wedding booking due to take place before 30th June 2020 can move their booking to a new date, within the next 12 months, without charge. Please note this is subject to availability and date restrictions may apply. 

Whilst our remote workers are able to amend existing bookings to a new date in the future, or extend gift vouchers, we unfortunately do not have the infrastructure in place to process refunds. We are able to take your details and a member of the team will be in touch when it is safe for our core office team return to work. We apologies to our valued guests that during this time our telephone response times may be reduced, this is purely to protect our team and to conform with the legislation. We can still be reached by emailing enquiries@rockliffehall.com. This account continues to be monitored on a daily basis and we will respond to you as soon as possible. 


Gift Vouchers
Any gift vouchers that are due to expire in March, April, May or June will be accepted for up to 6 months beyond the vouchers’ expiration date without penalty. 

Please follow this link for more details:

https://www.gov.uk/guidance/coronavirus-covid-19-information-for-the-public

We will contact you if circumstances change, but in the meantime we look forward to seeing you at Rockliffe Hall soon.

This page was updated at 20.30 on 25th March 2020.