Coronavirus – Staying on site – GUEST FAQ’S
We have put measures in place to ensure you can have a safe and enjoyable holiday, to read more about this, visit our Covid-19 page.
You can find the answers to other Frequently Asked Questions below:
Things to remember:
- As at home, you must regularly wash your hands.
- If you or anyone you live with feels unwell with Covid-19 symptoms – don’t travel – stay at home and get a test. You must not leave your home for any reason. For stay-at-home guidance visit https://www.gov.uk/government/publications/covid-19-stay-at-home-guidance
- Your accommodation provider can refuse your stay if you are showing Covid-19 symptoms on arrival.
- Have a plan in case you get ill while away – especially if you are travelling on public transport and need to get home quickly.
- Remember to pack hand sanitiser and face coverings and any medication you may need plus your own GP details.
What is the position where the Government has issued guidance which means I may not wish to travel?
We appreciate that some guests may have bookings that are affected by Government guidance (as opposed to legal restrictions). Since this guidance is subject to regular review and updates, we recommend you wait until closer to the start of your holiday before deciding whether to change your arrangements.
However, if you would like to make a change to your holiday, because the property is legally available and because you are not legally restricted from travelling, then our normal Terms and Conditions apply. Please contact us if you require further information T: 01328 823135 or E: bookings@norfolk-luxury-cottages.co.uk
What happens if I or one of my party feels unwell during my stay?
If you or a member of your party show symptoms that could be related to coronavirus you must follow the appropriate government advice:
Please arrange a test using our address: Holiday cottage name Home Farm Creake Rd Fakenham Norfolk NR21 9HY. You can order a test from www.nhs.uk/coronavirus or call 119. You MUST notify us immediately. If you are staying or travelling with others, they must also self-isolate and take appropriate action based on your test result.
When contacting the NHS, please specifically state that you are staying in a holiday property. If you are advised by the NHS to remain at the property, you will be required to pay the amount due for an additional stay in addition to any related costs.
What should I do if my test is positive?
- You MUST notify us immediately to let us know that you have tested positive.
- If you feel well enough to travel, you should return home as quickly and directly as you can, using private transport
- It is important that you do not use public transport.
- Test results are issued by text or email so you if you feel unwell, you do not need to wait for your results, but you must return home the most direct way, by private transport. Do not mix with other guests & prevent children from socialising. Everyone must stay indoors.
- If you feel so unwell that you cannot travel, or if you cannot avoid using public transport, you should continue to self-isolate(including those travelling with you) and call 111 for further advice.
- Accommodation providers are not obliged to provide self-isolating facilities so you will be liable for any additional costs incurred.
- You must self-isolate for at least 10 days from when your symptoms started.
How would I gain access to supplies and services during self-isolation at Cranmer?
We are in a rural location; it is 15 minutes to the nearest town or pharmacy. We would ask you to make your own arrangements for supplies and order an online shopping delivery to be delivered to your door. If we are shopping ourselves, we may be able to pick up a few extra things on your behalf depending on our own situation. It just depends on any restrictions or advice at the time. Please be aware that not all mobile telephones work in our rural location. The site office remains closed to guests at this time, however there is a functional coin operated telephone box on site.
My test was negative, can I stay?
If your result is negative, you can stay and enjoy your visit as planned, provided that the NHS Test and Trace service has not advised you to self-isolate (see below). If you are still feeling unwell and need medical assistance, please call your own regular GP or 111.
I have been contacted by NHS Test and Trace while on holiday in England and told I have been in close contact with someone who has tested positive for COVID-19 and asked to self-isolate for 14 days. What should I do?
- If you are contacted by Test & Trace whilst on holiday you MUST notify your accommodation provider immediately that you have been contacted by NHS Test and Trace and asked to self-isolate.
- If you are well enough to return home and private transportation then please do so and self-isolate at home. Do not use public transport.
- If you cannot avoid using public transport, you should continue to self-isolate and call 111 for further advice.
- Accommodation providers are not obliged to provide self-isolating facilities so you will be liable for any additional costs incurred.
- If you start to feel unwell during your self-isolation period arrange a test: nhs.uk/coronavirusor call: 119
- Even if you remain well you must continue to self-isolate for 14 days at home after you last had contact with the person who tested positive as you could be carrying the virus and be infectious but not show any symptoms
- People you are travelling with do not need to self-isolate if you do not have symptoms
Who do I contact if I’m unwell?
If you are ill and need medical advice, call 111 or your own GP
In the event of a medical emergency, call 999
What happens if there is another lockdown? Or if I have to cancel due to coronavirus?
If you need to cancel your stay at Cranmer Country Cottages, please contact us in writing as soon as possible. We will try to resell the holiday to facilitate a refund/part refund. Please see our Cancellation Policy HERE
We advise all bookers to take out independent Travel Insurance at the time of booking a stay with us in case the holiday has to be cancelled due to Covid-19 on the guests part.
What can I expect when I arrive at the property?
The key will have been left in the key-box and the security code sent to you. All beds will be made with freshly laundered linen, mattress, duvet and pillow protectors. Towels will be available for use in the bathrooms. The property will have been thoroughly cleaned, disinfected and misted using Viricidal Covid-Guard.
Face coverings?
We request that guests wear face coverings in indoor public areas and in close contact areas and when courtyards. There may also be some close contact activities where we require guests to wear a face covering – this is for the protection of both our guests and our colleagues. Please wear a face covering if our staff have to enter your cottage. We ask that all guests bring a face covering with them.
Will there still be sanitiser onsite?
Yes, we will continue to provide hand sanitiser and strongly recommend that guests continue to use.
Test & Trace?
We will continue to request contact details from all guests at the time of booking to support any future requests.
Is there any flexibility whatsoever on check-in, check-out time?
We are sorry check out is strictly by 9.30am and arrival strictly after 4.30pm. We do understand that many of our guests have young children, however, this is part of our Health & Safety Covid-19 protocols. We require extra time to complete a double clean and sanitisation of the property between guests. Guests are not permitted to enter the cottage if staff are still cleaning or if the cleaning process has not been completed. We will not permit guests to site before 5.00pm. We do not have a shared emergency toilet on site.
Can I have visitors to my cottage?
With Coronavirus still in the community, it remains important that we all continue to look after ourselves and those around us. Therefore, we cannot accept any visitors to site other than those listed on the booking form. We are conscious that we have a responsibility to all of our guests to restrict the numbers of people coming and going on site.
How is cleanliness the pool managed?
Guests have access to the pool between 7.15am – 7.15pm see the pool timetable for details. We ask guests to adopt a beach style ‘turn up and swim’ or arriving ready to swim. The changing rooms are closed and we ask you change in your cottage and leave your shoes inside the pool lobby. Allocated pool times cannot be shared with other households. The pool is not be available either side of arrival or departure. Guests who are staying for two weeks or who arrive on a Thursday for a short break will be allocated a flexi swim time during the day on a Friday. Pool use is at your own risk. if we receive further government advice or if a guest tests positive during your stay, we will close the facilities as a precaution.
Are pool slots staying in the near future?
Yes. We still believe it is important to avoid mixing between family or group bubbles. Guests that have stayed with us recently consistently tell us that private swims offer a more relaxed experience. However, guests have also told us they would like to swim more often and this is certainly something we will make available as soon as it is safe to do so.
Can I change my allocated swim time?
The pool timetable has been designed to ensure that every cottage has a combination of popular times and less popular times. To be fair to everyone it is not possible to swap the times around especially if we are fully booked. If we are not fully booked during your stay, we will look at allocating the unused times, however we will not be able to do this until 24 hours prior to your arrival.
Extra swim slots availability?
We will offer additional swim slots where we can. If we find that we have last minute availability We will text guests to let them know on their day of arrival. An additional pool fob will be required for any extra swim slots.
Additional swim slots aren’t guaranteed and can vary depending on booking volumes on site.
Will the pool changing rooms be open?
We are keeping the pool changing rooms closed at the moment as there are many high touch areas. We ask all guest to bring a suitable coverup and slides or crocs which can be left in the boot lobby and slipped on when you leave the pool allowing you to shower and change in your cottage. We also ask that you shower, change babies nappies and use the WC in the cottage before you swim.
Is the shared play area open?
The shared play area is open and we ask guests to follow the current social distancing rules when using the space. Each cottage has its own private fenced garden area. Please supervise young children when they are playing outside.
Is the indoor games room open?
Our games room is open for single family or group use. The number of toys has been reduced for hygiene reasons. Please use the hand sanitiser provided before you enter the space and again when you leave. It is advisable to sanitise pool cue’s and toys etc before use. You’ll find a daily rota posted outside the games room where you can reserve a 1-hour games timeslot. Table tennis bats and balls are left in the individual properties for private use.
What if I arrive early or cleaning is not completed?
Please do to arrive to site before 4.30pm unless we have confirmed in writing otherwise. You will be asked to remain in your car whist cleaning is completed and our team have left the property. Sorry, we cannot provide emergency bathroom facilities. Things may be delayed if we are short staffed due to Covid, we ask for your patience if this happens.
How will I find my cottage?
You will have been sent a map of our site clearly showing the location of our cottages, car parking and facilities. Please stick to your allocated areas unless accessing the facilities. Please exercise social distancing when coming and going from the site for everyone’s safety and security.
What will I need to bring for my stay?
We provide a starter housekeeping box. However, you will need additional supplies as you would use at home. We will not leave anything in the cottage from a previous guest stay or any shared use items.
- Please bring face masks, PPE that you would use at home and when out and about.
- If our shared laundry is closed during your stay, please bring extra clothes for your family.
- Please bring black rubbish sacks for the disposal of your household waste: paper towels, gloves, masks etc wipes, nappies etc. Additional toilet rolls, disposable gloves, hand sanitser, handwash, soap antibac wipes etc. tin foil, kitchen roll. Please do not bring bleach as we have a septic tank system. Zoflora multi use disinfectant and Milton are safe and effective to use.
- We provide guests with a multi-purpose cleaner from Delphis Eco and some Zoflora disinfectant along with paper towels and washable cloths.
- Household food staples: milk, tea, coffee, salt & pepper, olive oil spices etc. Bottled water for infants under 6 months.
- Tennis racquets & balls.
- For the pool please bring slides, crocs or flip flops to wear to and from your cottage and leave outside the door to the pool. A dressing gown or wrap to wear over your costume for a ‘beach style ‘turn up and swim’ Towels for use in the pool. Splash- About Happy Nappy Swim Nappy neoprene nappies for infants and young toddlers. Available from Amazon.
- Baby change mat, mattress for travel cot – Red Kite sleeptight size 95 x 64 cm, cot bedding.
- Children’s books, toys, DVD’s.
What baby/child items will still be available in the cottage?
All supplementary high touch items have been removed including board games, toys and baby equipment. We will provide a Red Kite travel cot and high-chair, however we will not be able to provide a supplementary cot mattress. (Our red kite travel cot takes a mattress size of 94 x 64cm). We will provide some plastic crockery & cutlery which will go through the dishwasher. We will provide a bath mat on request.
Are there local places open for refreshment and facilities close by?
local café and farm shop 25 mins away https://www.creakeabbey.co.uk/
What happens if I, or a member of my party falls ill and we have to self-isolate at the property?
People staying in accommodation that have symptoms of coronavirus (COVID-19) If anyone in your party is displaying signs of the coronavirus (COVID-19) virus while staying at Cranmer Country Cottages you should inform Lynne & John Johnson immediately, self-isolate where you are to minimise any risk of transmission, and request a test. If you are confirmed to have coronavirus (COVID-19), you should return home if you reasonably can. You should only drive if you can do so safely. If you cannot reasonably return home (for example because they are not well enough to travel or do not have the means to arrange transport), your circumstances should be discussed with an appropriate health care professional and, if necessary, the local authority.
We will discuss next steps with you as soon as possible. If you are unable to return home you will have to arrange food deliveries to bring food to your cottage and you should clean your own rooms and strip your own beds. All guests in the property must remain in isolation and not come into contact with staff or other guests. Children must be kept indoors away from other guests.
You will be expected to pay all costs for the additional dates of your stay, and any forward bookings cancelled due to your occupancy, including 72 hours for the cottage to remain empty after your departure. We will charge for a professional deep clean and any bedding items which need to be destroyed.
Guests should follow government {guidance on dealing with possible or confirmed coronavirus (COVID-19) infection]
Guests are responsible for checking the latest Government advice
Government information may change and rules and advice are constantly under review. Guests must check government information themselves to understand any changes or new rules prior to visiting Cranmer Country Cottages, booking a new break or when considering a date change or cancellation of an existing booking. The following Government links should provide the most up to date information:
https://www.gov.uk/coronavirus
https://www.nidirect.gov.uk/campaigns/coronavirus-covid-19
https://www.gov.scot/coronavirus-covid-19/
How do I contact you in an emergency?
We cannot guarantee to be onsite the whole time. Guests are provided with emergency phone number where a message can be left, or you can try the main office number 01328 823135. We check our emails regularly and as telephone reception can be a bit iffy in Norfolk an email is probably the best method of contact. Sometimes there is a delay for massages to get through on the phone. In the event of a message being left please always mention the property you are staying in as we will not be able to identify you from your phone number.
Our office is open Monday to Friday 9.00am – 5.00pm
The emergency mobile is used Saturday – Sunday. 9.00am – 6.00pm
