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Guest Charter

Information about our cleaning + safety protocols put in place for you and our staff, including Covid 19 procedures.

Updated May 2024

Guest Charter at Rough Top Cottage

 Most Government restrictions for Covid19 have been lifted but we are carrying on with some procedures as they have established safe  routines with our housekeeping team. This information explains what we are doing to ensure that you have a great holiday and most importantly a safe stay at Rough Top Cottage

We recommend that you take out a travel insurance policy which covers you for all known risks at the time of booking.

Firstly, we are ensuring Rough Top Cottage will be cleaned and sanitised to the Covid ready Guidelines from PASC UK

These are the National Guidelines linked to the Government Website.

  • We are a registered member with PASC UK the Professional Association of Self Caterers. PASC UK worked with HM Government on the guide lines for re-opening hospitality after the lockdown.
  • We have produced a Risk Assessment which identifies risk factors, hazards and ways in which we are managing these.
  • We understand the required Cleaning Protocols for self-catering properties and we will use the cleaning products that conform to BSEN 14476, BSEN 1276 and BSEN 13697
  • We have produced an updated Check List for cleaning Rough Top Cottage and training for our housekeepers.

These plans have been made with everyone’s safety in mind. We fully expect that these plans will change over time as new information comes to light, or new COVID19 legislation is imposed, so keep an eye on this page for further updates. However, once you’ve booked with us, I’ll keep in regular contact with you.

Entrance gates and parking: Rough Top Cottage is a semi-detached property with each property having its own drive. The yard is shared so you may have some contact with the other cottage, please show respect to your neighbours at all times. Rough Top Cottage guests can park by the stables directly opposite the entrance. The cars at the Barn will park over the far side of the large yard beyond it’s own gate. The main entrance should not be blocked as emergency response vehicles need access at all times.

Check-in details: We ask that guests arrival is from 4pm and departure by 10.00am to allow the cleaning team a full day to ensure our high standards are maintained. Where possible on departure please leave windows open.

Sandra or Brian will meet you on arrival but we have a key safe available for late arrivals. 

Bedding: Our duvet covers, sheets, pillowcases, towels, bath mats, oven gloves and tea towels are professionally cleaned each week and we have 4 sets of everything. We realise bedding is a really personal thing, here are your options:

1 2 3
Have our housekeeper make up the bed(s) for you prior to your arrival. You can choose to have the bag of laundry left for you to make up the beds yourselves. You can bring your own bedding. If this is what you’d like to do, please let us know at least a week prior to your arrival.

It’s up to you just let us know which option please, if we don’t hear from you we will assume you want the beds making up.

Please use the fresh doggy fleeces to protect our cotton bedding from energetic pooches!

Further notes on bedding:

  • We will need our guests to strip the beds and place the bedding in a zipped bag, which will be left for you, prior to departure. 
  • There will be fresh, zipped, full mattress protectors on the bed(s) and these must remain on the bed(s), regardless of any bedding you bring yourselves.
  • We will supply 2 pillows per guest. Should you need any extra simply ask Sandra.

Crockery: A full set of crockery is located in the pine dresser.

Housekeeping: We will supply you with a clean set of cleaning equipment so you can clean as much (or as little) as you wish. The Hattie Vac is located in the upstairs hall cupboard.

TV: The TV remote controls and other plastic coated equipment will be cleaned down with anti-viral disinfectant between every set of guests.

Hairdryers: One hairdryer will be located in each bedroom.

Soft Furnishings: Rugs, throws, cushions, duvets and pillows –We have enough soft furnishing to exchange after each guest, putting in fresh ones for new guests. Our sofas and chairs are leather and wood.

Books, games and DVD’s: Please feel free to use the DVD’s, books etc and if you don’t finish a novel you can take it away with you. Books and DVD’s marked “Rough Top copy” should not be taken away but returned to the shelf for the next guests to enjoy.

The open fire: the fire only burns wood – do not burn coal as you will damage the grate. Logs and firelighters are supplied. Please use the fireguard at all times.

Dogs at Rough Top We have gained a certificate Dogs in Hospitality from the National Pet College. Please see our extensive pages on your dog’s holiday on our website https://roughtopcottage.co.uk/dogs-at-rough-top-cottage/

Dog exercise Your dog friendly garden is exclusively for your own use and will not be entered by anyone, apart from to attend to the garden at a mutually agreeable time. Please ensure the gate to the garden is kept closed to keep out any wandering sheep! The dog friendly exercise paddock can be accessed by the lane down the side of the garden and is yours to use whenever it is not being used by anyone else (so yours most of the time!). Please note this paddock is not escape proof! The yard by its very size and the fact it is shared is NOT DOG ESCAPE PROOF!

The Doggy Box: spare equipment bowls, shampoo, towels + toys is located in the utility room.

The charging of electric cars is strictly forbidden due to our insurance and the level of electricity needed would exceed our supply and may cause power cuts.

Local Information: We will gather information about local eateries as booking in advance is often critical, many are running on limited capacity, Restaurants and Pubs and many Take-a ways need advance bookings and orders.

Payment and Refund Policy

Once a booking is made an invoice will be sent and you have the choice to pay via bank transfer or bank card payment.

Deposits are 30% and paid within 5 days of booking your holiday.

Balances will be due 21days prior to your holiday date.

We hope that Covid has gone away but just in case the following remains in place: Should the government announce another COVID lockdown which affects your holiday date, any payment made (deposit and balance) will be subject to 2 options:

  • You can decide whether to defer your payment towards another stay of equal length within the same price range to a date of your choice (subject to availability).
  • Or you can request that we refund any payments made up to that point.

If you change your mind about taking your booked holiday for any reason, also known as disinclination to travel, no automatic refunds will be made. However, we understand that personal circumstances can change. If we are able to do so, we will try to re-book your holiday dates and if successful, we will refund as much as we can of your payment less any costs incurred by us (such as additional advertising or a last minute price reduction). Alternatively, providing you tell us of your change of plan a minimum of 4 weeks before your holiday, you will be able to defer any payments made in full towards another holiday of your choice (subject to availability).

We strongly suggest that you take out a travel insurance policy which covers you for all known risks at the time of booking.

If you feel unwell whilst staying at Rough Top Cottage please see local emergency numbers displayed in the information booklet and on the website

Thank you and enjoy your stay at Rough Top Cottage

Sandra & Brian

Our contact numbers are:

Sandra 07973 676560

Brian + Sandra 01706 812291

Internal phone dialling 202 or 203

 

 

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