As the impact of the COVID-19 continues to gather momentum, I am writing to ensure that we stay in touch with our guests during the crisis.
Looking after our team and guests has, and always will be, our first priority and I would like to take this opportunity to thank all of our team members for their strength and commitment in these difficult times, during which they have continued to show their professionalism and dedication to guests and each other.
This is a very unusual situation that we are now all faced with, but with our typically ‘British Spirit’ we are trying to find the positive in this for now. With so many overseas destinations becoming inaccessible we are finding that a lot of guests are choosing to book short breaks and holidays in the UK and as one of our regular guests said to me this morning, “at times like these, we are so lucky to have the beautiful English Countryside on our doorsteps.”
We have been touched by the heart-warming messages of support and encouragement from you, our friends and guests. Please be assured that although, for the moment, we will not be able to welcome you in person, we will remain in regular contact and look forward to the day when we can open our doors again and welcome you back home to the Elms Hotel and Spa.
Conscious that we need to support each other, we have temporarily relaxed our cancellation policies for allowing guests to rebook at a later date without losing any deposits.
For direct guests, the value of the paid deposit or fully pre-paid advance purchase can be transferred and applied against the value of any revised bookings made by 20th December 2020 for stays completed by 30th June 2021.
For third party guests (those booked through a company other than The Elms Hotel and Spa), bookings can be transferred to alternative dates prior to 30th June 2021, however, date restrictions may apply.
We are now working with a reduced team and they are working tirelessly from home, with limited access to phones. We will endeavour to respond to your query as soon as we can but please do bear with us.
Should you have an existing booking or are planning to make one then our Reservations Team will be happy to help. Please email firstname.lastname@example.org and our Reservations Team will be happy to answer any of your questions.
Please be aware the email inbox will only be monitored between the hours of 9am -3pm, Monday – Friday.
Thank you for your support and understanding.
Sending very warm wishes from our house to yours.
When will you reopen?
In light of current circumstances, the hotel is closed as of midnight 20th March until further notice.
We shall communicate any changes to our buisness operating hours as and when.
Can I rearrange my stay?
Absolutely, we welcome guests who have upcoming reservations during this period to get in touch to rearrange their stay without charge (subject to availability and upgrade charges).
Please contact email@example.com.
Can I get a refund?
We welcome guests to rearrange their stay whereever possible without charge (subject to availability and upgrade charges).
In accordance with our terms and conditions, cancelled reservations are not eligible for refunds.
Please contact your travel insurance for further guidance on your policy.
Is the spa open?
In accordance with the Government guidelines, Leisure Facilities are unable to open to the public (and spa members) at this time.
Is the Restaurant open?
In accordance with the Government guidelines, Restaurant are unable to open to the public at this time.
Any dining reservations during this period will be cancelled.
Can I freeze my spa membership?
Of course. All spa memberships will be frozen until we are able to reopen.
I have a spa day booked, can I rearrange?
Sure, any spa days booked during this period are welcome to move their booking to a later date free of charge (subject to availability and upgrade charges).
Please contact the spa team firstname.lastname@example.org to make these arrangements.
Can I extend my voucher?
Any vouchers purchased directly with the hotel (either in person, over the phone or via the website) and due to expire in April will be extended until the end of May 2020.
Any vouchers purchased via a third party (such as Buy a Gift or Virgin Experiences) will need to contact the company directly to discuss their terms.
I have an event booked, can I rearrange?
Of course. Any events booked during this period are welcome to reschedulele for a later date free of charge (subject to availability and upgrade charges).
Can I speak to someone?
If you have any further queries, please contact us on email@example.com.