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 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
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.
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 are introducing a number of safety procedures in the Spa at Lochside. Our Spa will remain closed until further notice from the government. Please follow us on social media for the latest updates.
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 The Carlton Re-Open?
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.
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 16 steps to safety above 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 however we will also have a new system in places to order and 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
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
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. This is all still subject to change by the Scottish Government.