Welcoming you Back
As we welcome you back to the new normal. One thing that hasn’t changed is our commitment to excellent experiences every time. This extends to our guests, teams and local community.
Due to the continually changing advice and guidelines given for COVID 19, we are consistently monitoring, reacting and evolving our hotel policies and procedures to ensure that we are doing everything we can to make your experience safe in accordance to all available Scottish government guidance at that time.
Some things have changed, and as we welcome you back, you will notice an enhanced cleaning regime and social distancing policy being adhered to in order to increase cleanliness and reduce covid19 transmission throughout our hotel, restaurant, bar, rooms, spa and lodges.
The safety of our team and guests is our top priority and we will try to ensure that everyone in all areas of our hotel feels safe and comfortable whist enjoying a memorable hospitality experience.
Public Spaces
Upon arrive you will notice a hand sanitiser station for your use at the entrance, we have also installed these throughout the hotel to ensure that everyone is able to sanitise their hands when required.
The frequency of cleaning in our public areas including reception, lifts, door handles, public bathrooms and room keys has been increased. We are using a virucide disinfectant spray to fully disinfect.
We will have a dedicated team member solely focused on ensuring these high standards are maintained.
Guest Rooms/Lodges
Guest Rooms – In order to enhance our already rigorous cleaning process, additional viral disinfecting protocols have been implemented in our rooms. Our housekeeping members will use personal protective equipment, including gloves, face marks, aprons and foot coverings (where appropriate). We have also removed some decorative items including cushions, bed throws and magazines to reduce ‘high touch’ areas.
Within our rooms you will be provided with sanitising wipes for your own use.
Within our lodges you will also receive a welcome pack including additional cleaning products for your own use, a small sanitising station on entrance and a cleaning checklist signed by a member of our housekeeping team.
Check In/Guest Arrival
Our check-in process has changed a little, this is in order to minimise contact. Before you stay, we will be in touch with ways in which we can make check-in/check-out as contactless as possible. Whilst you are checking in, we will check guests’ preferences regarding housekeeping services and breakfast timing.
Our Team
All our members of staff have had training in the latest protective measures. It is by taking care of our team members and following our new cleaning routines (to the standard required by Scottish Government guidelines) we will be ensuring the best possible health and safety for our guests.
Our training will continue in order to ensure that all new regimes are followed consistently and adhered to.
16 STEPS TO SAFETY
Across our 6 Rad Hotel Group Venues we are committed to delivering a clean and safe environment and have created a 16-step safety and hygiene protocol to ensure our hotels are clean and safe as possible. New cleaning and disinfection procedures, increased attention to cleaning in communal spaces, protective equipment, and updated training for team members are included in the new steps. These steps describe specific processes and measures that are designed to make you feel confident when you visit our hotels.
1. Social Distancing
There will be special distancing measures implemented throughout the hotel.
2. Increased Cleaning and Disinfecting
We’ve increased frequency of cleaning in our public areas including reception, lifts, door handles, public bathrooms and room keys.
3. Air Circulations
Doors and windows will be left open to increase air circulation and ventilations as much as possible.
4. Sanitising Stations
There are alcohol-based hand sanitiser stations located at the entrance to the hotel, and also throughout the hotel.
5. Protective Barrier
We are installing protective screens in close contact areas.
6. Guest Information/Welcome Pack
We have changed our check-in process to help reduce contact. We will also be cleaning and disinfecting key cards (keys) which are provided on check-in, along with pre stay welcome information/useful information. There will be a reduced time checking – in at reception.
7. Express Check Out
We encourage guests to opt for an express check-out to minimise contact with our team members.
8. Methods of Payment
We are encouraging the use of card and contactless payment methods over cash.
9. Guest Room Cleaning/Amenities
Guest bedrooms are deep cleaned after every stay. Doors will be sealed with a sticker after it has been cleaned in preparation for the next arrival. As much as possible we have tried to reduce high touch items from all rooms such as; guest information pack, robes, slippers (all these will be available on request). We have also removed some decorative items including cushions, bed throws and magazines.
10. Linens
Linens are all washed at 60 degrees in order to ensure they are disinfected properly.
11. Spa
We have introduced a number of safety procedures in the Spa at Lochside. Please see our spa brochure and FAQ’s for more information.
12. Restaurants and Bars
We have distanced our tables in our dining areas. All table are allocated to guests to ensure physical distancing from each other. Breakfast buffets are not available at this time.
13. Food Safety
We are operating table service only. We will take your order at your table and you will be served while you are seated. So, sit back, relax and enjoy! We are also adhering to the strict safety procedures while serving all food and beverages.
14. Team Training
Extensive training has been provided to all or team members on the new government guidance relating to Covid 19 and enhanced training procedures.
15. Team Member Temperature Checks
We will be checking team member temperatures when required or permitted to ensure they are fit and healthy at work.
16. Team Member PPE
Team members will all be issued with the appropriate PPE.
Restaurant FAQ’s
When will the restaurant at Lochside Re-Open?
Our restaurant is now open. In order to comply with social distancing we have opened our Glen Caol Suite for use as a temporary restaurant.
Will you be taking bookings in advance of Re-Opening?
Absolutely, and booking is advised. This is because we will be operating with limited capacity to ensure social distancing. Please note that we have a booking limit of 2 hours.
Will I need to book a table if I am a hotel guest?
Yes, in order for us to ensure you are able to dine with us safely, advanced booking is required for food and drink.
Will there be a limit on people dining per table?
For the time being, we have a maximum of 8 per table in accordance with Scottish Government Guidance. So that we can maintain social distancing we are unable to accommodate larger parties.
What measures has taken to reduce the risk of transmission of Covid-19?
We have taken lots of precautions to reduce the risk of covid 19 transmission, please see above 16 steps to safety for full details.
Will there be someone to show me to my seat and explain any changes to service?
Yes, we always have a host/manager on shift to help and guide you through the changes we have implemented in accordance with Scottish Government Guidance.
What changes will there be to the way I order and pay?
We will still have paper menus, we are currently working on a new system which will allow customers to pay at the table if you wish to reduce contact with your server. If possible, we ask that you use card and where possible use contactless.
I have a voucher that has now expired during the lockdown period, can I still use this?
Yes, we have extended all our vouchers that have expired whilst we were closed until 15th January 2021. Normal terms and conditions will apply.
For more information on Covid 19. Please see the following Scottish Government Guidance at www.gov.scot or www.scot.nhs.uk
Lodges FAQ’s
When can I stay?
Our lodges are already open, and we are following the current guidance from the Scottish Government. This is subject to change so please keep an eye on our social media channels for updated.
What happens if I need to Cancel?
We recognise that we need to be flexible at this time and are regularly updating out cancellation policy to accommodate those affected by these unprecedented times. Should government guidance take us back to a lockdown scenario you are able to move your lodge booking without losing you deposit paid.
What measures has taken to reduce the risk of transmission of Covid-19 in relation to my lodge booking?
We have taken lots of precautions to reduce the risk of covid 19 transmission, please see <LINK> for full details.
Will breakfast still be served in the restaurant?
Yes, our restaurant will be open for breakfast with a reduced menu. We will, as always be following government guidelines on hygiene regulations, including social distancing and occupancy, to ensure the safety of our team and guests.
How do I check in?
We have made changes to the way in which you will check in to your lodge to reduce contact. Please enquire about this on booking, additionally you will be sent a full pre-stay email explaining everything you need to know and do.
Have you increased the frequency of cleaning?
Yes, we have. To encourage good hygiene practices, a dedicated member of staff will be ensuring regular sanitisation of all public areas, external entrances and reception areas that you may come in contact with when attending you booking at Lochside Lodges.
Will hygiene products be available at the hotel?
Yes, will be available to all guests and staff. Sanitising stations are at the entrance to reception and set up within the entrance area of your Lodges. You will also receive a welcome pack which will include sanitising wipes, sanitiser for your hands and cleaning products.
What facilities will be available?
This will depend on the government guidance at the moment our restaurants will be open. The spa at Lochside has a provisional opening date of 1st of August. This is all still subject to change by the Scottish Government.
If you have any more questions, please contact reservations on 01290 333 000.
Rooms and Accommodation FAQ’s
When Can I Stay?
The current guidance from the Scottish Government is that for indoor hospitality is able to re-open July 15th. This is subject to change so please keep an eye on our social media channels for updated.
What happens if I need to Cancel?
We recognise that we need to be flexible at this time and are regularly updating our cancellation policy to accommodate those affected by these unprecedented times. We intend to ensure that all our guests are comfortable and happy. For group bookings please email groupsales@radhotelgroup.com
What measures has taken to reduce the risk of transmission of Covid-19 in relation to my lodge booking?
We have taken lots of precautions to reduce the risk of covid 19 transmission, please see above for full details.
Will breakfast still be served in the restaurant?
Yes, our restaurant will be open for breakfast with a reduced menu. We will, as always be following government guidelines on hygiene regulations, including social distancing and occupancy, to ensure the safety of our team and guests.
What facilities will be available?
This will depend on the government guidance at the moment our restaurants will be open. The spa at Lochside has now opened for treatments, with out thermal suite facilities still closed. This is all still subject to change by the Scottish Government.
If you have any more questions, please contact reservations on 01290 333 000.
Spa at Lochside FAQ's
When can I come to the spa?
The Spa at Lochside is nw open and available for bookings.
What happens if I need to Cancel?
We recognise that we need to be flexible at this time and are regularly updating our cancellation policy to accommodate those affected by these unprecedented times. We intend to ensure that all our guests are comfortable and happy.
What measures has taken to reduce the risk of transmission of Covid-19 in relation to my spa booking?
We have taken lots of precautions to reduce the risk of covid 19 transmission all of which meet current government guidance and include:
- on arrival we carry out a health screening to all our spa guests.
- we require all guests visiting the spa to wash and sanitise hands.
- we practise and promote physical distancing
- our staff wear masks and we ask that our guests do too, if they can
- we sterilise our equipment and use disposable tools where applicable
- we change our bedding, sanitise and disinfect high touch points in the treatment rooms after each guest
- we deep clean, disinfect and sanitise the premises overnight. We frequently repeat this process throughout the day on high touch points.
What facilities will be available?
This will depend on the government guidance. At the moment our restaurants, bedrooms and treatments rooms will be open. The spa at Lochside has now opened for treatments, with our thermal suite facilities still closed due to government guidelines. This is all still subject to change by the Scottish Government so please keep in touch for the latest news on what facilities will be open.
Can I still get changed in the Spa?
If you are a hotel guest we ask that you come to the spa in your robe and slippers ready for your treatments. If you are a day guest we are operating a one household in one household out policy for our changing rooms.
What should I bring with me?
Please bring as little as possible to your appointment at the spa. We ask that you leave your coats and belongings in your car or bedroom. If you are checking into a room after your treatments we ask that you come to the spa without any luggage as we won’t be able to store this.
When should I arrive for my treatment?
Please bring as little as possible to your appointment at the spa. We ask that you leave your coats and belongings in your car or bedroom. If you are checking into a room after your treatments we ask that you come to the spa without any luggage as we won’t be able to store this.
What should I bring with me?
Please bring as little as possible to your appointment at the spa. We ask that you leave your coats and belongings in your car or bedroom in order to reduce contact. If you are checking into a room after your treatments we ask that you come to the spa without any luggage as we won’t be able to store this.
Can I use my expired voucher?
If you have had a voucher which you were unable to use due to Covid 19, please be assured that we have extended these by 6 months until the 22nd of January 2021 so that you don’t miss out.
Can I still dine within the spa?
For the time being, we are encouraging guests to dine upstairs in the restaurant
What treatments can I get choose from?
At the moment and hopefully not for too long, we are operating with a reduced treatment menu. This is in line with government guidelines. Please see our spa brochure for more info.
If you have any more questions, please contact reservations on 01290 333 000.