Keeping Safe

Keeping Safe

The latest from us on COVID-19

WE're open for every mode of travel.


Business. Leisure. Essential travel. You name it, our doors are open for all of you. We know life has changed over the past year or so, and with that, you can be assured that we're doing everything we can to make things safe for our guests.

Being self contained, our apartments are ideal if you're wanting a little extra privacy and security while things are still getting back to 'normal'. We've also upped the ante on our (already rigorous) health and safety measures, with contactless-check in and check-out, introduced no-contact cleans and amended our booking policies. We always recommend booking on a fully flexible rate, however if you're booked onto a non-refundable rate, you'll be able to cancel or change your booking free of charge subject to some restrictions. We're here to do whatever we can to make you feel safe and comfortable.

FAQ.

If you're unsure if you'll be able to make your trip, we recommend booking on one of our fully flexible rates. 

Fully Flexible Bookings: 
If booking on a fully flexible rate, you'll be able to cancel your booking up to 24 hours prior to your stay (1-28 nights) or 7 nights prior to your stay (29+ nights).  

Non Refundable Bookings: 
If you book on one of our non-refundable rates, our standard terms apply and unfortunately we won't be able to issue a refund if you need to cancel your stay. However, we have temporarily amended our terms so that booking amendments can be made if you need to cancel, and you can rebook for an alternative date.

In this case, the following restrictions apply:
- Amendments can be made up to 12 months following initial date of stay
- Only one amendment to dates can be made for each booking
- Bookings can only be rescheduled to new dates of the same or a higher price.  This means if the new dates of stay are cheaper than intended stay dates, no partial refund or credit will be given.
- If rates are significantly higher for the new dates, a supplement will apply based on real-time rates.
- New stay dates must be given at the time of requesting a booking amendment
- Changes are subject to real-time availability, rates and restrictions
- Existing booking conditions will not change 

If you need to cancel or amend your booking, get in touch via live chat.

If you need to cancel or amend your booking, drop a note to [email protected] and our bookings team will help you out.

To find the nearest testing centre or order rapid flow tests visit GOV.UK.

It is possible to quarantine at a Cove apartment after travelling whilst waiting for your test results. If you test positive during this isolation period you can continue with your isolation. If this is the case please let us know so we can get everything in order and let our staff know.

Please note that you won't be able to use any communal areas if you are in quarantine. We also won't enter your apartment to clean.

It is not possible to quarantine in a Cove apartment after testing positive for COVID-19. We accept those quarantining after travel whilst waiting for their test results. If you test positive during this time you can continue your isolation. Please find more information on this here.

Although all of our apartments are self-contained and fully self-sufficient, our buildings aren't strictly classified in this way by the UK Government. This is because some of our properties have indoor communal spaces that are shared between guests, and all our apartments have communal entry and exitways.

We currently recommend guests that our guests wear face coverings in our communal areas such as co-working spaces and hallways, unless seated to eat or drink.

We follow local government guidelines when it comes to wearing face coverings, so the regulations may depend on where you are staying. If face coverings are required on-site, we will also let you know when you arrive.

However, regardless of local regulations, if wearing a face covering will make your and others feel safer and more comfortable, please feel free to do so.

Yes, you can order a PCR test to your Cove apartment. Please include your full name and apartment number on the package. 

If you need to order a PCR test for delivery before your arrival date, please let us know beforehand. 

If you have tested positive at a Cove apartment, please get in contact as soon as possible so we can get everything in order and let our staff know.

Please do not travel or leave your apartment. If needed, Guest Services can help arrange an extension to your booking.

Note that you won't be able to use any of the communal areas if you are in quarantine. We also won't enter your apartment to clean, but we can arrange a 'no-contact' clean for you.

What’s important to you is important to us. That’s why we’ve upped the ante on our (already rigorous) health and safety measures to make sure that when you stay with us, you can sleep sound knowing you’re well looked after.

We’re ISAAP ‘Stay with Confidence’ accredited, so when you stay with us you can sleep sound knowing you’re in safe hands.

What we’re doing:

Studio living.
Our fully-equipped studios mean you can continue your day-to-day, or hunker down and stay at home.

Contactless check-in/check-out
We've made some changes to our check-in/check-out experience to make social distancing easier. With plenty of hand sanitiser and hygiene products available throughout if you need them.

Hygiene products & high-touch, deep clean approach
We're keeping our beady eye on those high touch areas like lifts, switches and handles, and giving them a (very) regular spritz of disinfectant to keep them spic and span, and germ free.

No-contact cleans on request
We've resumed our regular weekly cleans, but you can request a ‘no-contact clean’ and pick up fresh linen and Ecolab cleaning products at the front desk.

Food delivery & cooking in-room
If you don't fancy living off Deliveroo, you are welcome to get food delivered to your apartment. 

Keeping in touch
Each team member has been fully briefed on how to approach guests that may be unwell or are self-isolating or quarantining, and we remain in close daily contact to ensure they remain in good health.

Contact tracing
All guests and visitors in our properties are required to provide their contact details, to comply with the NHS track & trace system.

In line with government guidelines in the UK, social distancing is not currently required in our properties. However, where possible we encourage social distancing to keep both our guests and staff feeling safe and comfortable.

We also have various procedures in place to facilitate social distancing when necessary, such as reintroducing perspex screens at our reception areas, contactless check-in and check-out, and no-contact cleaning. 

Please note this is subject to change in line with Government guidance, please refer to local guidelines for the latest advice.

Yes, at our properties where leisure guests are permitted our co-working spaces will remain open to the public, although we recommend that our guests wear face coverings while in these public spaces (unless eating or drinking). At any point if leisure guests are not permitted, our co-working spaces will remain open but for Cove guests and residents only. 

If you prefer more privacy and the comfort of your own space, our apartments are also well equipped for working.

We're immensely grateful to each and every one of our team on the ground who are keeping our guests safe and reassured and, and our office-based staff who keep things moving forward. Here's how we're keeping them safe.

What we’re doing.

No-touch approach.
Aside from our regular weekly cleaning, we've introduced a ‘no-touch’ housekeeping service, where guests can request cleaning products and linen to be left at their door. Rooms are deep cleaned after every stay. We've also implemented a new check-in and check-out process to maintain social distancing.

Hygiene products
We have distributed hand sanitiser and hygiene products throughout each of our properties for use.

Keeping in touch
Each team member has been fully briefed on how to approach guests that may be unwell or are self-isolating.

Working from home
All of our office-based teams have all been provided with equipment and flexibility to work from home when necessary.

In line with government guidelines there is no longer a need to self-certify at any of our locations, as we are open to all types of stay.

Note that on arrival, at some of our properties you may be asked to present further evidence that you have the right to travel, as stipulated by national authorities. Without this, you may not be able to stay (and we don't like having to turn anyone away).

Yes, you will be able to order grocery delivery (and takeaway) to your apartment and our Hosts or Guest Services team will be more than happy to help you with this. 

Although all of our apartments are self-contained and fully self-sufficient, our buildings aren't strictly classified in this way by the UK Government. This is because some of our properties have indoor communal spaces that are shared between guests, and all our apartments have communal entry and exitways.

We don't offer any specific NHS or keyworker discounts at the moment. 

However, we do work with the team over at Nights On Us to gift free stays to NHS workers on a regular basis, as a way of giving back to the community.

We know things change quickly. The best way to keep updated on entry requirements to the UK is visiting GOV.UK  there you will find up to date advice on the latest requirements.

Let Guest Services know if you would like to request a no-contact clean via our live chat. You can also request cleaning products and linen to be left at their door.

Currently, all of our aparthotels in the UK and The Netherlands are open for all types of stay.

However, please check the latest government guidance to ensure you are safe to travel, and understand the local travel restrictions and COVID-19 guidelines. 

Arrivals into the UK, Ireland and Germany may also be required to self-isolate upon entry into their respective countries, or obtain a negative COVID-19 test. Please check the relevant government websites for more information.

UK Government Guidance.

Last updated: 22.12.21

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