A word of reassurance
Here’s what you need to know about our new way of working.
It has been many weeks since we closed Queensberry House but we’ve used the time to look at areas where we can improve and ensured maintenance and repairs are all up to date. And as we’re so lucky to live in this outstandingly beautiful area, we’ve explored and found even more special places for you to visit in Moffat and its surrounds.
Please be reassured that your health and safety is our priority.
We are running at reduced capacity initially while we get to grips with the new lay of the land and we appreciate your understanding and patience. We are small enough to care – we cater for a maximum of six guests – and will continue to offer our usual personal service and hospitality.
We have been awarded the Good to Go accreditation by Visit Britain, the national standard that verifies we have the required health and safety processes in place and that we have adapted our business in line with government and industry guidance to protect our guests, the local community and ourselves.
We will share as much information as possible to provide assurance and transparency.
Our pre-arrival emails will be updated to provide additional information relating to health and hygiene.
We’ve gone digital: visitor information folders in guest rooms and tourist leaflets will be placed online in our digital guidebook.
We have implemented rigorous procedures on top of our usual day to day cleaning. All rooms will be cleaned with appropriate products effective against Covid-19 and all touch points (door handles, light switches, table and desk surfaces etc) will be cleaned and sanitised intermittently throughout your stay.
To facilitate sanitising, some soft furnishings will be removed from the rooms. But these are available on request.
Our bedding is professionally laundered to BS EN 14065 and HTM 01-04 ensuring hygienically clean linen in line with NHS infection control measures.
Rooms will not be serviced during your stay (apart from linen changes for stays of four days or more) to protect ourselves and to protect you. We will continue to offer all the amenities you have had previously, just in a different format. If you need top-ups of tea, coffee, milk, toilet rolls, towels etc, you can text/WhatsApp/phone with your requirements and these will be left outside your room.
You’ll never be too far away from a freshen-up. We have plenty of hand sanitiser stations at the entrance of the building, in your room and all communal areas.
We have reconfigured our breakfast room and other public spaces to ensure that social distancing can be adhered to.
In order to manage potential pinch points, we will ask you for a planned arrival time, and may ask you to amend it slightly should we already have other guests arriving at the same time.
We would appreciate it if guests observe social distancing not only during their stay at Queensberry House but also while they’re out and about in Moffat.
CHECKING IN… AND CHECKING OUT
Guests will have a dedicated check-in slot to ensure social distancing is maintained. We will continue to offer you a welcome drink. On arrival, please ensure you use the hand sanitiser that is available.
We would appreciate it if guests follow government guidelines and ask during your stay that you observe the current social distance rule, wash hands thoroughly for 20 seconds every hour, catch coughs or sneezes in a tissue, avoid handshakes and other physical contact, and observe appropriate use of face coverings.
We will show you to your room and keys (cleaned and sanitised) will be left in the door.
We’re encouraging contactless payment where possible. Our booking system allows us to take your payment on the card that was used to book your stay, allowing us to maintain contactless payment. If you wish to use a different card, please let us know.
We will ask all guests to pre-order breakfast the night before, either verbally or via text/WhatsApp/phone. If you change your mind, don’t worry, you can always update us in the morning.
Breakfast service will be offered à la carte. We cannot provide a self-service buffet of fruit or cereals and other items but they will continue to be available.
We will split breakfast into time slots so that we can ensure social distancing is maintained.
Tables will be sanitised between sittings.
GUEST AND STAFF HEALTH
It is essential that you do not travel if you are unwell or are demonstrating any Covid-19 symptoms (fever, cough, shortness of breath, loss of smell or taste).
Please let us know if you are worried about your symptoms ahead of your stay and we will move your booking to a future date to suit you.
If you develop symptoms during your stay, we ask that you immediately head home to self-isolate and seek a test. If you are seriously ill, you should contact the NHS immediately. The latest government advice is that if a guest has confirmed or suspected Covid-19, they must be asked to leave the guest house immediately and return home. We would then have to close Queensberry House for 14 days and cancel all bookings. If we are informed that a guest who stayed with us has subsequently been found to have Covid-19, we would have to close for 14 days.
If you think you need to cancel because you have (or have been in contact with) Covid-19, these cancellations would not carry a charge. However, if a guest has no other option but to self-isolate at Queensberry House, they will be expected to pay for all costs incurred during their stay.
We understand the new government safety requirements will feel odd to begin with but don’t forget: it’s not forever, it’s for the best and we’re still the same people offering the same service – just an improved version!
If you have any further questions on our policies and procedures, please do not hesitate to contact us. For more information on Coronavirus, visit the Scottish Government’s help page here.
Thank you for your co-operation and we will do all we can to try to make your stay with us enjoyable, restful and, above all, safe.
For now, we hope all is calm and well in your household and look forward to welcoming you back to Queensberry House when the time is right for you.
Caroline and Miles