Coronavirus COVID-19

Update for our Guests

Dear guests, members and friends,

For guests with future bookings please find below useful information for your visit.

Rockliffe Hall has been awarded the AA Covid Confident shield, the VisitEngland ‘We’re Good to Go’ kitemark and most recently the global GBAC STAR accreditation for our agile and responsive approach to the ongoing pandemic. We are commited to keeping guests safe on resort. We continue to follow the advice of the Government and relevant professional bodies at all times.

Please note that it is now mandatory for guests visiting the spa for a treatment to wear a face covering (unless exempt) upon arrival and during the treatment with the exception of facials. Therapists will also be wearing face coverings throughout the treatment.

In other areas of the resort, we politely request guests wear a face covering (unless exempt) when using public areas of the hotel, restaurants and golf areas. Face coverings may of course be removed when seated at your table and when on the golf course.

Gift Experience Vouchers - update on extensions 

All gift vouchers bought at Rockliffe Hall which were due to expire during the pandemic can now be redeemed up to 31st December 2021 or for up to 2 years from the original purchase date (whichever is longer). Should you have a seasonal experience, such as a Mother’s Day or Black Friday gift voucher; or a Spa Day gift voucher this can also be redeemed as a Resort Credit should the original package be no longer available

Gift Voucher extensions will be applied to each gift experience automatically; and no action is required from gift buyers or gift recipients.

Any vouchers purchased after March 2020 and before 31st December 2021 have an 18-month validity to allow guests extra time to use their vouchers.

Keeping you Safe on Resort

The below procedures are in place to protect our guests, members and team members across the resort:

  • We have always had rigorous cleaning procedures and hygiene protocols in place, as you would expect at a five-star resort. In light of Covid-19, every single procedure has been reassessed and enhanced, with new ones introduced. We’ve also made changes across the resort to ensure all our staff have been trained in the new procedures.
  • Please be aware that we no longer accept cash as a payment method, however transactions can by made by chip and pin or we can accept contactless payments through cards/mobile devices.

What has changed after the lifting of Covid19 restrictions?

Whilst we are delighted that we have moved away from the restrictions that have impacted us all so greatly during this time, we are conscious that Covid has not gone away.

With this in mind, we have decided as a business to keep some measures in place to protect both team members and guests. These include:

  • You will continue to see hand sanitisation points across the resort and our team will continue to follow all cleaning protocols to keep Rockliffe Hall Covid-secure.
  • Digital services such as newspapers, magazines, menus will be available via the Rockliffe Hall app to ensure we minimise touch points.
  • We are currently not offering a valet parking service.

As you will appreciate, our aim is to maintain a covid safe environment that guests and team members feel comfortable and happy in.  We will continue to review this on a bi-weekly basis moving forward.

Please note:

  • Please note that it is now mandatory for guests visiting the spa for a treatment to wear a face covering (unless exempt) upon arrival and during the treatment with the exception of facials. Therapists will also be wearing face coverings throughout the treatment. In other areas of the resort, we politely request guests wear a face covering (unless exempt) when using public areas of the hotel, restaurants and golf areas. Face coverings may of course be removed when seated at your table and when on the golf course.We also politely request that our guests and members wear a face covering (unless exempt) when in any public areas within the Resort. As previously, face coverings can be removed when siting at a table, when outdoors, or when using the spa and gym facilities.

  • Our team members will also be wearing face coverings in order to keep themselves and our guests safe.
  • We will no longer ask our guests to complete track and trace information, pre-arrival questionnaires or carry out temperature checks on arrival.  We have increased our capacity in areas such as the Spa, event spaces and restaurants to pre-covid levels.

Golf 

  • Fourballs are permitted with no restriction on households. Tuition and lessons are available.
  • Once at the putting green area, the starter will call you to the tee when it is your tee off time.
  • All rakes will be replaced back into the bunkers on the golf course, meaning that the ball must now be played as it lies.
  • All golf course furniture has been returned for normal use, including ball-washers.
  • Hole cups and flags will return to pre-pandemic operation with the flagsticks able to be removed if you wish.
  • Whilst we appreciate that preferred lies in bunkers have been in play for over a year now, and with rakes being replaced we do ask that every effort is made to use them for the benefit of all golfers on the course.

Hotel 

  • We have a number of additional health and safety measures in place to protect guests and team members.
  • You will receive your welcome letter via email prior to your stay, reducing the need for paper. Bottled water will be available but for the time being, all other welcome refreshments and snacks will be removed.
  • Please note that it is now mandatory for guests visiting the spa for a treatment to wear a face covering (unless exempt) upon arrival and during the treatment with the exception of facials. Therapists will also be wearing face coverings throughout the treatment. In other areas of the resort, we politely request guests wear a face covering (unless exempt) when using public areas of the hotel, restaurants and golf areas. Face coverings may of course be removed when seated at your table and when on the golf course.
  • Please note Rockliffe Hall can no longer accept cash as a payment method, however transactions can by made by chip and pin or we can accept contactless payments through cards/mobile devices.
  • Please note to keep our guests and team members safe during the Covid19 pandemic, we are currently unable to offer a valet parking service.
  • Spa use for hotel guests is available from check in (3pm) on the arrival day until check out (11am) on the departure day. Should you wish to use the spa before check in or after check out, packages are available as an upgrade.
  • To book a stay at Rockliffe Hall please call 01325 729999 or book online here. 

Spa, Gym & Treatments 

  • All spa facilities are open including the heat treatment rooms (saunas and steam rooms).
  • Please note that it is now mandatory for guests visiting the spa for a treatment to wear a face covering (unless exempt) upon arrival and during the treatment with the exception of facials. Therapists will also be wearing face coverings throughout the treatment. In other areas of the resort, we politely request guests wear a face covering (unless exempt) when using public areas of the hotel, restaurants and golf areas. Face coverings may of course be removed when seated at your table and when on the golf course.

  • As you settle into your lounger you may notice brochures and magazines have been removed, but a much wider offering is now available for you to read, via a complimentary online service available to guests.

  • Butlers have returned to their regular cleaning regime.
  • Treatments are all available including all face and body treatments, along with manicures and pedicures. All Spa treatments have returned to normal following the recent lifting of restrictions and we now complete the usual Tranquillity welcome.
  • The gym is now back to its usual set up prior to Covid19.

Restaurants 

  • Restaurant bookings are available for The Clubhouse, The Orangery, Nu Sana and Afternoon Tea.
  • Please note from Tuesday 30th November 2021, we politely request that our guests and members wear a face covering (unless excempt) when in any public areas within the Resort. As previously, face coverings can be removed when siting at a table or when outdoors.

Our team

We have provisions in place for office-based team members to work from home, where necessary. All team members who are working at Rockliffe Hall are doing so in a safe manner, we are a CovidSecure businesss and have been awarded the 'We're Good To Go' kitemark by VisitBritain and the AA Covid Confident shield.

Please follow this link for more details:

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

We look forward to seeing you at Rockliffe Hall soon.

This page was updated on 1st December 2021.