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Following industry best practice

Covid-19 Operating Procedures2020-09-03T15:34:41+00:00
Palé Hall four-seasons ceiling
https://www.ratedtrips.com/node/306003

Accredited AA Covid Confident
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Good To Go scheme accredited

Safe operating practice assured
by ‘Visit Britain’

Taking care of our guests and staff

Taking care of you is what we’re here for… The health and wellbeing of our guests and colleagues has always been at the forefront of our decision making which led to the closure of the hotel on Monday 23rd March.

There will be some changes to the way that we operate in order to provide both you, our guests, and our team members with the confidence that we are doing everything we can to keep you safe and well during your visit to the hotel. We will be implementing social distancing measures as far as possible to highlight the health and safety measures and protocols that we are putting in place for as long as required, whilst still providing the warm and friendly five-star service that is at the heart of our personality.

The list of protocols being implemented are extensive. This is a living document and will continue to evolve and be updated to reflect the Government and medical advice given, guest feedback and industry best practice.

We are entering some new and challenging times and we are committed to giving our guests the very best experience we possibly can.

Our best practice protocols are described below – please open the toggle sections to see specific details:

Palé Hall main hall
  • We will be improving and extending our already in-depth set cleaning procedures across both guest-facing areas and staff back-of-house.
  • All visitors to the hotel will find increased hand sanitisation facilities, an increase in public areas and a thorough audit process to ensure that all new regimes are being implemented.
  • All staff will have their temperature checked on arrival for their shift and the results will be recorded by our HR department and kept on their files.
  • Personal Protection Equipment (PPE) will be provided to team members where necessary, including bespoke designed masks, disposable and fabric gloves which will be washed at the hotel to ensure each item is clean at the start of every shift.
  • Leaflets, magazines and publications will no longer be available in all public areas and lounges to use. Instead, these will be available from reception for your own personal use.
  • All team members will undergo in-depth training around our new health and safety protocols, a programme that is already underway.
Palé Hall Ruthin room
  • We endeavour to leave rooms vacant for as long as possible before the arrival of the next guest but we will be using an ozone sanitiser which uses harmless chemicals and is odour free.
  • Introduction of a new amenities kit to all residents to include: facemasks & gloves, antibacterial handwash.
  • Ensure all laundry is washed at temperatures exceeding 60 degrees which has been proven to kill any trace of the virus; all pillow protectors will be replaced after every visit.
  • Where relevant, guest amenities will be replaced with single-use item to minimise cross contamination – e.g. tissue boxes will be replaced with individual packets.
  • We will continue to provide our hospitality trays with a range of items for your enjoyment.
  • We will ensure that all packaged items will have been sanitised and replaced between guests, even if it does not seem that they have been used.
bars restaurants social distance
  • Social distancing measures will be implemented when allocating tables across our restaurants to ensure a minimum of 2 metres between each party.
  • All table reservations must be pre-booked and we respectfully request strict adherence to booking times in order to accommodate safe seating.

Breakfast will be served slightly differently for the foreseeable future:

  • Depending on occupancy levels we will be opening additional spaces in which to serve breakfast to allow for social distancing. Weather permitting, breakfast can be enjoyed in the courtyard.
  • The breakfast buffet will no longer be available, however all items can be ordered from the extensive breakfast menu and served directly to your table.
  • Room service breakfast is available and any applicable tray charges have been removed until further notice.
Communication protocols
  • Palé commits to ensuring the most up to date information on our services and protocols will be available on our website and that all guest-facing team members will be fully up to speed on all of this.
  • We are reviewing the safest and most appropriate ways to provide our guests with information around services, facilities and menus.
  • We will endeavour to ensure that all relevant information is included in our updated confirmation email and letters. Our team is on hand to answer any questions or additional queries you may have.
Team safety protocols
  • Beautiful as Palé may be, it is nothing without the team of dedicated staff on site to look after our guests, creating memories, delicious dining experiences and magical moments.
  • It is very important to us that our team feel safe and secure in their working environment. To this effect we are introducing a wide number of health and safety commitments to ensure their ongoing wellbeing.
  • All staff will have their temperature checked on arrival for their shift and the results will be recorded in a confidential document held by our HR department.
  • PPE will be provided to team members where appropriate including bespoke face masks (not mandatory in Wales) and filters, disposable gloves.
  • Additional hand washing procedures and records to be introduced to every department and to every shift
    Perspex screens have been installed between desks in the administration offices.
  • We are providing additional staff canteen space and all team members will be provided with individual lunch bags to collect upon arrival at the entrance.

Thank you so much for your continued support and we look forward to welcoming you back to Palé very soon.

Alan & Angela Harper

Alan & Angela Harper (Owners)

Palé Hall GM Debbie Cappadona

Debbie Cappadona (General Manager)