Frequently Asked Questions
The World is a different place but here at Seaham Hall the same warmth, hospitality and team spirit is well and truly alive and are getting very excited about re-opening doors at the Hall.
During the last couple of months we have been working behind the scenes to ensure we are fully prepared for re-opening, our housekeeping standards have always been of the highest standards but we have reviewed these in line with the new guidance, we can reassure you all the appropriate measures are in place to give you a safe, warm and friendly environment to relax and enjoy.
Our teams are happy to answer any questions you have but you may find the below information helpful in advance of your arrival and during your stay:
1. What if the situation changes again or I need to cancel my stay at short notice?
We recognise that it’s very hard for anyone to make firm commitments for anything at the moment, so for the time being our cancellation policy is 48 hours prior to your arrival with a commitment to be understanding in all scenarios connected to Covid19.
2. What new cleaning routines has the Hotel & Spa introduced since Covid19?
We’ve always had a rigorous cleaning and hygiene routine however our fabulous housekeeping teams are stepping it up a notch and you’ll see continuous cleaning around all touch points for example door knobs, handles, the toilets and in the main areas of the hotel. We’ve appointed cleaning champions and implemented a deep cleaning process in place for bedrooms using the recommended hospital grade cleaning materials. Once a room is fully guest ready it will have the cleaning seal of approval attached to the door giving reassurance of its squeaky cleanliness.
We’ve all become more familiar with regular hand washing and our teams both front and back of house are all adhering to this before, during and after their shifts and to complement this we’ll have hand sanitiser available around the hotel for both team and guests to use.
3. How will you ensure social distancing in restaurants and around the hotel?
The guest experience will look a little different but we hope we’ve made it simple and easy to follow:
We’ve introduced one-way flows where possible around the hotel to ensure a more relaxed approach to social distancing.
We’ll drop you an email prior to arrival to get as much information on how you would like to relax during your stay with us to limit face to face interaction – we’ll ask all those things regarding the time you’re likely to arrive, allergies, newspapers or wake up calls so that we can have everything ready for you prior to check in.
Check in will be as swift as possible at our reception desk and then if requested one of reception team will show you to your suite.
In suite – we won’t make a fuss, just let you settle in – we’re always at the end of the phone if you need anything.
The Dining Room will be re-opening from 7th July for afternoon tea and dinner. The Ozone will be closed.
Afternoon tea will be served in The Dining Room with socially distanced tables to ensure everyone remains safe at all times. Reservations will need to be pre-booked and are available for non-residents on a Saturday and Sunday between 1pm and 4pm.
P.S We have lots of wonderful terrace areas to use also (fingers crossed for a gorgeous summer!)
Our breakfast service times will be extended to allow for relaxed spacing, however we are asking that you book your table in advance for breakfast through reception or opt for room service breakfast – just complete the card in your suite and leave out for the Night Porter.
Dinner- will be available for our hotel guests in The Dining Room on a pre-booked time so we ensure we can space guests in accordance with social distancing. We will ask you to pour your own wine and water too but be on hand if you need anything!
Or you can opt for dinner in your suite just order via the tablet in your suite and it will be delivered with limited contact.
We’ve tried to think of everything to keep everyone safe and comfortable so during your stay we will encourage guests to use their bedroom loos rather than the public ones.
4. How do I know the team looking after me are not ill?
We are nothing without our wonderful team and their well-being is our top priority therefore we have implemented the necessary health checks prior to looking after guests each day – from Kitchen porter to Reception to back of house teams. This includes regular wellbeing chats to make sure everyone is happy and healthy to come to work. No team member with symptoms will be expected to work. Face masks will also be used where necessary to keep both guests and team members safe and comfortable.
5. Can I freely use the grounds around the Hotel?
Yes, please enjoy our 37 acres of wonderful grounds – go explore and relish the wildlife and beach! We have bikes available too if you’re feeling very active.
6. Can I use the Spa as normal?
Following the announcement made on 23rd June 2020, The Serenity Spa remains closed for now.
7. Gift Vouchers which are due to expire from 20th March 2020 through to 31st August 2020, will have their expiry date extended.
Those vouchers that include a treatment element including spa days, mellow midweeker and our relax and restore overnight stay will be extended to 31st March 2021.
All other vouchers including food and beverage, overnight stays, twilight and lazy Sunday will have their expiry date extended to 20th December 2020.
We do indeed hope that this is sufficient, however we appreciate the ever changing picture and therefore should this need to be reviewed, we would at such a time do so.
Please email the Gift Voucher Code or Reference to email@example.com and one of the team will reply.