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*Please note, for now, guests will be asked to book a two hour Spa session as part of their visit.*

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Rockliffe's Healthy Hospitality Charter

Our commitment to keeping you safe on resort...

At Rockliffe Hall we’ve developed a Healthy Hospitality Charter to ensure that each guest feels safe when they visit us.

For guests with future bookings from 12th April to 16th May please find below useful information for your visit. We continue to follow the advice of the Government and relevant professional bodies at all times. 

For guests arriving from 17th May onwards we will update the below information as soon as we have official guidance, but we are provisionally working towards the rule of six or two households for indoor mixing. 


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 social distancing is maintained, and all our staff have been retrained in the new procedures.


Throughout your visit at Rockliffe Hall you’ll see reduced contact, touchless/cashless transactions, protective screens at front desks, sanitiser stations, PPE and we’ll be paperless.


We’ve also developed a Rockliffe Hall app which will work on all smart phones and tablets and will help make your stay almost ‘touchless’ whilst also introducing some additional guest benefits. These include pre-arrival check-in, access to restaurant and room service menus, a reservation request service for tennis and meals as well as complimentary use of digital newspapers and magazines.


Above all, please be assured you’ll still enjoy an exceptional, five-star experience topped off with outstanding customer service and the usual big Rockliffe Hall smiles (even if they’re hidden behind our face coverings).

Check- in (Self-Catering) 

  • When you arrive at Rockliffe Hall you may be asked to wait outside and enjoy our beautiful surroundings for a short time, as there will be restrictions on how many people can wait in the lobby. One check-in will be allowed at reception and there will be no valet parking service for now.
  • You will be encouraged to check-in online before arriving at the resort so you’ll only need a short visit to Reception to have your card authorised. This also means you’ll receive your welcome letter via email, reducing the need for paper. Bottled water will be available but for the time being, all other welcome refreshments and snacks will be removed.
  • Before entering the hotel all guests will have their temperature checked using a no-touch forehead thermometer.
  • Please note we politely request guests wear a face covering (unless exempt) when using indoor public areas. Face coverings may of course be removed in your private accommodation, when eating and drinking, when using the gym and spa facilities 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. 

Your Self-Catering Accommodation 

  • You’ll be shown to your accommodation, always at a 2 metre distance. There’s car parking available outside the houses and apartments, and you’ll be able to park your vehicle directly outside. 
  • Room keys will be cut, sanitised and placed in a sealed envelope ready for you on arrival.
  • As you settle into your new home-from-home you’ll notice brochures and magazines have been removed, but these are available by contacting Concierge. Better still, our new app offers complimentary digital magazines and newspapers during your stay.
  • You can also be certain that your entire bedroom has been deep cleaned before your arrival and you’ll receive a Personal Protection Kit containing two masks, two pairs of gloves, two sachets of antibacterial wipes and a handbag size hand sanitiser gel.


Check-out (Self-Catering)

  • When it’s time to check-out, you’ll be asked to view your outstanding account on the TV in your apartment or house and can call Reception with any queries.
  • You can then just leave the hotel as we’ll have your card details from check-in. Concierge will be available to collect luggage, but guests will be asked to vacate the room and collect their car during this time. Concierge will then bring your luggage and put it in the boot of your car outside main hotel Reception. You’ll still receive a friendly goodbye as you leave through Reception, where there’ll be a box for you to drop you room key, and you won’t need to touch any pens, paper or spend time at the front desk. We’ll also email you a copy of your bill.
  • 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. 


Golf 

  • The course is open to members, visitors and self-catering guests, following England Golf guidance to deliver a safe golf experience. Fourballs are permitted with no restrictions on households.
  • Coaching and tuition with our professional team has resumed (please note max of 6 for group sessions) and must be booked in advance. 
  • All golfers are being asked to arrive ready to play in golf attire and to change their footwear in the car park, as changing facilities and lockers are currently closed. 
  • Please be aware that items like rakes and ball washers have been temporarily removed for your own safety. Similarly, flagsticks must not be touched and hole cups have been altered to allow contact-free ball retrieval.
  • We know it goes against golfers’ instinct but we’re also asking for players to refrain from handshakes, elbow contact and high fives.
  • We kindly ask guests to wear face coverings when inside the Professional Shop and Clubhouse.
  • After your round you can enjoy al fresco drinks in the Clubhouse Kitchen & Bar (rule of six applies)  


Spa  

  • For now, to enable social distancing and enhanced hygiene practices, we will ask you to book a 2 hour session in the spa during your stay or a selected time within a spa day. 
  • Lockers are sanitised prior to each use should you need to use them. Social distancing signage is in place and government guidelines mean we are only able to welcome a reduced number of guests, which will ensure you have plenty of your own space in this area.
  • You will be shown to the poolside area, and familiarised with the spa’s features, always at a minimum of 1 metre distance. There is also a virtual poolside tour available on our new app which our receptionists or spa hosts can show you.
  • The poolside heat treatment rooms, as well as the sauna in the Spa Garden and Mud Rasul experience will remain closed until 17th May in line with Government guidance. 
  • The juice bar remains closed until the government review on 17th May 2021, we will however provide water and iced-tea complimentary. 
  • 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. This can be accessed through the Rockliffe Hall app. 
  • You can also be certain that the entire spa has been cleaned before each session and you’ll regularly see our team on poolside and in the changing rooms, sanitising high touch points including door handles, toilets and railings. 
  • Within the gym equipment is spaced at least 1 metre apart where possible, shielded by screens or has been temporarily removed.
  • For Spa Treatments, rather than offering you our usual warm handshake your therapist will welcome you with a traditional Thai hands-free greeting. For manicures a Perspex screen is in place. For all other treatments your therapist will wear a visor and mask, in line with the latest Government guidance. 
  • Please note that face masks must be worn for the duration of all treatments (unless exempt), apart from when having a facial where they can be removed.
  • Each treatment now commences with the ‘A New Beginning’ sanitising welcome ritual. Therapists will invite you to follow along with a hand sanitisation which then focuses on pressure points, reinforcing meridian lines on the hands, an application of Tranquillity blend and breath work concludes the ritual.

The restaurants (provisionally reopening from 17th May) 

  • Wherever you choose to dine across the resort, social distancing and additional hygiene measures have been introduced to ensure you can enjoy our outstanding food whilst still feeling safe.
  • We’ve spaced out the tables, removed any unnecessary items, introduced salt and pepper sachets, and most importantly, our menus are available on the new app which you can peruse at your leisure from your own phone. You could even choose your food before you arrive.
  • Whilst front of house staff will all be wearing masks and regularly washing and sanitising their hands, be assured our kitchen teams behind the scenes will too, and will always adhere to social distancing rules. 
  • You can also choose to opt for Al Fresco dining on one of our terraces (The Clubhouse terrace will reopen for al fresco drinks for the rule of six from 12th April), or a picnic in the grounds, where you’ll have plenty of space and can take in the beautiful surroundings.
  • There is a one way system in place in The Clubhouse Kitchen & Bar with entry at the main entrance and exit via the lounge area. 

As Government guidelines are updated we’ll constantly review the social distancing and hygiene measures currently in place to ensure that you’re as safe as possible when you visit us. We know these are uncertain times but at Rockliffe Hall we are determined to deliver the most amazing UK resort experience.

We look forward to seeing you soon.

Covid19 Risk Assessment

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