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Coronavirus (COVID-19) Company Update

Coronavirus (COVID-19) Company Update

Updated 13/10/2020

During this extremely difficult time, the safety of our staff, suppliers, customers and property owners is of the highest importance to us.

We are understandably receiving an extremely high volume of phone calls and emails. Our team is working tirelessly to support our customers and owners with their queries.

Can I still travel to Cornwall for a holiday?

Cornwall is currently not categorised as a high or very high COVID alert level area, so you can still travel for a holiday as long as you are not travelling from a very high alert level area (see below).

What happens if I live in an area where the COVID alert level is 'very high'?

The government announcement on 12 October states that if you reside in an area where the COVID alert level is 'very high' you should avoid staying overnight in another part of the UK. You can see the affected regions here.

If you are due to stay with us before 05 November 2020, please get in touch and we will be able to discuss postponement or a refund (minus our £35 booking fee). If we don't already have your address registered in our booking system, we will just need this in writing prior to actioning one of these options.

What happens if I live in an area where the COVID alert level is 'high'?

The government announcement on 12 October states that if you reside in an area where the COVID alert level is 'high' you should can still go on holiday outside of high alert level areas, but you must only do this with people in your household or support bubble. You can see the affected regions here.

If your booking is affected and your holiday is taking place before 05 November 2020, please get in touch via email on holidays@latitude50.co.uk as we may be able to offer a reduced rate or postponement subject to the owner's discretion. If we don't already have your address registered in our booking system, we will just need this in writing prior to actioning these options. These categories are subject to change therefore, if you have a holiday taking place from 05 November 2020 onwards, please wait to get in touch as we will review the government guidelines for that period.

What happens if my group is larger than six people?

On 14 September, the government implemented the six-person rule meaning that no more than six people can holiday together unless their support bubble or household exceeds this number. This applies to areas cateorised under the COVID alert level of medium or lower. This legislation varies between England, Scotland, Wales and Northern Ireland. Therefore, it is your responsibility to understand whether your booking is affected.

If your booking is affected and you booked your holiday before 14 September, for a holiday taking place before the end of November 2020, and your original group was over six people, please get in touch as we may be able to offer a reduced rate or postponement subject to the owner's discretion. Currently, an end date for the rule of six hasn't been provided and therefore, if you have a holiday taking place from December 2020 onwards, please wait to get in touch as we will review the government guidelines for that period.

If you made a booking after 14 September (when the government imposed the 'rule of six') at a property that accommodates six people or more, a reduced occupancy rate will not be available and the tariff remains the same regardless of the number of occupants.

What happens if the government enforces another national lockdown and I can't legally travel to attend my holiday?

If you are unable to travel due to a government enforced national lockdown, you will be offered postponement (subject to availability) or if this isn't suitable, a refund (minus our £35 booking fee).

What is open in the local area?

Outdoor activity providers, a selection of shops and restaurants are open. This, coupled with a fantastic selection of local delivery services and takeaways, means you will be sure to eat very well and won’t be short of things to do during your stay (not to mention a long list of things to do in the great outdoors). We recommend booking ahead as places are likely to be limited and also checking with each company their new operating procedures.

What we are doing to keep you safe during your stay?

We are working hard to put procedures in place to ensure the safety of our staff, service providers and guests and we would like to share this with you.

We are closely following government advice and are working with an independent health and safety consultant who has conducted an in-depth COVID-19 risk assessment for Latitude50.

Once guests check out and prior to cleaners entering the property, we will be carrying out a full misting procedure. This will include treatment of all rooms and their contents using a product called Rapid-10, proven to kill the Coronavirus. It is safe for children, dogs and is safe to use in food preparation areas.

We already ensure the properties within the portfolio are cleaned to the highest standard on every changeover, but all cleaners will be paying special attention to sanitising all touch points and thoroughly cleaning all glassware, crockery, and cutlery. Cleaners will be wearing protective clothing to include an apron, gloves, mask, and a face shield where necessary.

To allow time for the misting procedure as well as additional cleaning, we are slightly adjusting the check in time to 5.30pm and the check out time to 9.30am. We won't be able to offer earlier check-ins so please don’t enter the property before 5.30pm as we can’t guarantee it will be safe to do so. We are not charging guests for any of these additional services and we hope you understand that this adjustment is necessary given the current circumstances.

We already use a key safe entry system for all properties which limits face-to-face contact. Our property managers will be available on the phone to answer any queries and talk you through using facilities at the property such as hot tubs and swimming pools.

Property information will be emailed to you ahead of your stay instead of a copy being available in the property. This contains important information regarding the safety and general running of the property so please take the time to read through it and ensure you have access to it during your stay.

To reduce unnecessary touchpoints within the property, we will not be providing the advertised tea, coffee and milk. There are fantastic local companies providing home delivery services of local goodies including Fee’s Food, Fruut Box and The Pityme Inn.

There is currently no evidence that the COVID-19 virus can be spread through the water in swimming pools or hot tubs. Treatments of these swimming pools between guests (including disinfection with chlorine) should deactivate any traces of the virus in the water. Hot tubs are drained down, cleaned, sanitized and refilled between each set of guests.

Hand soap will be provided in all bathrooms. Washing hands with hot water and hand soap, as per the government advice, will kill the virus.

A QR code will be provided at each property if you wish to check in with the government’s Track and Trace app using your smart phone. You can download the app here.

To limit contact, mid stay cleans for longer stays will not be going ahead. We will provide fresh linen which will be delivered to your door. Please leave the dirty linen in the bags provided, for the cleaners to collect.

Only in an emergency breakdown situation will a member of the property management team or service provider visit the property during occupancy. In such cases, you will be asked to ideally vacate the property for the duration of the visit. If you are unable to vacate the premises beforehand, we ask that you carry out the following procedures before they arrive:

  • To leave all internal doors ajar as well as opening access points to the relevant appliance.
  • To clean all relevant door handles and touch points.
  • To open windows, where necessary, to create good ventilation.
  • To maintain two metres social distance at all times.
  • To remain in a separate room or outside when work is being carried out.

Prior to check out on your final day, we kindly ask you to help us with three things:

  • Please strip and bag all linen, towels, tea towels and fabric oven gloves in the bags provided (or if there are no bags in a pile on the floor).
  • If there is a dishwasher in the property, please fully load it with any safe, used crockery, cutlery and glassware, make up a load with clean items from the cupboards and turn this on before you leave as this will help the cleaner out (the cleaner will have to ensure that all safe crockery, cutlery and glassware items go through a cycle prior to the next guests’ arrival).
  • The contents of fridge, domestic refuse bin, and any WC/bathroom waste bins should be emptied, double bagged and put in the refuse bin provided outside the property.

What you can do to keep yourself and others safe during your stay

Please be aware that items made available at the property such as boardgames, books and other such items where it is impossible to clean each page or piece, are to be used at your own risk.

If any of your party show COVID-19 symptoms prior to your holiday, they should remain at home and not travel to Cornwall along with anyone that they have come into contact within the holiday party.

If any of your party show COVID-19 symptoms during your stay, please inform Latitude50 as soon as possible. The current advice is that you should return to your primary residence where you will have the best care and support structure.

Bring hand sanitiser, face masks and gloves to use when you are out and about in the local area.

Follow any advice and rules provided at the property especially the check in and out times as well as the wider government advice regarding social distancing.

Please be sensitive to the concerns of local residents and follow any rules put in place by local businesses.

We are very much looking forward to welcoming you to the North Cornish coast for a well-deserved break and we will keep in touch as and when the government advice develops.

If you have any further questions, please get in touch on 01208 869090 or holidays@latitude50.co.uk.

What are your current opening hours?

Both of our Rock offices are currently closed, and the team is working remotely from home (contactable on the usual channels). Our opening hours are currently Monday to Saturday, 9am to 5pm with extended hours to 6.30pm on changeover days.

The Department for Health and Social Care website and the NHS website are useful sources of up to date information.

Thank you for your patience and continued support during this difficult time.

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