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Last Updated - 18th June 2021

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Dear Guest, 

This pack will be sent to all guests ahead of their arrival at the Enchanted Hideaway please refer back to this for quick reference during your stay. You are no longer legally required to provide Test and Trace when you arrive but we have made a QR code check in available for you at the house which you may wish to use. 

Here at the Enchanted Hideaway we are committed to ensuring our property is kept covid-secure so that all of our guests can enjoy their stay with the peace of mind that everything has been done to minimise the transmission of coronavirus. In this Information Pack we outline the steps that we have taken and what action is required by you to help us keep the property and all of our guests safe.



As a business it is our obligation to provide and explain all relevant guidance to make sure our guests understand how to use our property safely. From 19th July 2021 there are no longer restrictions on the number of households who can stay in self catering accommodation. Should government restrictions for self catering return prior to your stay we will update you accordingly. 

​Please respect our local area and continue to follow government guidelines when out and about, wearing face masks, using sanitiser and socially distancing where asked to do so. Many local businesses are still following measures to keep their staff and customers safe and we ask that you, as guests in our city, respect these. 



Covid-19 Risk Assessment

We have conducted a full covid risk assessment whereby we have identified potential risks to ourselves and our guests. This is reviewed regularly and will be updated as restrictions and advice changes. You can view our Covid Risk Assessment  here. The following are key actions we are taking to ensure these risks are controlled to the best of our ability.

Check in 

To minimise contact, check in is a contactless process. You can access the property via a key lock. We will send you the access code on the day of your stay along with full instructions for arrival in our Arrival Instructions here. Keys are disinfected between guest stays. If you require assistance from us at any time you can call us on 07909223862 and we will be happy to video call if required. If we are required to enter the property we will wear a face mask and ask you to socially distance whilst we are in the property. 




In order to ensure our property is cleaned to the highest standard between guests we follow the 5-step cleaning process that AirBnB recommends. This includes cleaning the ‘dirtiest’ rooms first. We will clean the bathrooms and kitchens first, followed by bedrooms and then living areas. You can see the full process here  Cleaning pays particular attention to high contact touch points such as door handles and light switches. 


We ask for your understanding that these cleaning processes take time to be done effectively. In the rare event that cleaners have not completed their work at your check in time we ask for your patience. You will be asked to wait outside of the property until the cleaning is completed. We will contact you in advance should we be concerned that your check in may be delayed by cleaning processes.


We have had to remove some items to ensure that the property is as covid secure as possible so there may be some differences between the property photos used in our marketing materials. 



We provide mattress, duvet and pillow protectors on all beds so that guests have two layers of protection between pillows, duvets and mattresses. Laundry will be washed between each guest stay at 60C.

Test and Trace

It is no longer a legal requirement for all guests to Test and Trace when they are staying at self catering accomodation. There is a NHS QR posters displayed at the house which you can use to check in via the Test and Trace app should you wish to. You will have to give us all guests' names ahead of arrival for Hotel Immigration Records (1972) Act.



Should a previous guest report having developed covid-19 symptoms within 14 days prior to your staying at the Enchanted Hideaway, we will notify you. 


In the case of a confirmed or suspected case of Covid-19 we will follow the government guidance on cleaning after a known or suspected case of COVID-19


If you or any member of your party develop symptoms before your stay with us you must notify us straight away. You must not come to the property. If you must self isolate you will not be able to stay at the property but full payment will still be due. We will accommodate moving your date wherever possible. However, we strongly advise you take out travel insurance to cover any losses you may incur. 


Should restrictions change ahead of your stay and you no longer be able to travel or we are restricted from hosting you we will try and find you an alternative date or offer you a full refund. You can see our covid booking policy here 


If you or any other guests in the booked party have symptoms whilst staying at the property you must notify the Owners immediately. You will be expected to return home immediately for everyone's safety. If you are required to self isolate at the Enchanted Hideaway it is regrettable that you will be charged for the overstay at the nightly rate for the whole house. We will accommodate an overstay wherever we can but you will need to arrange to return home before our next booking arrives. If you become unwell please inform us via 07909223862 and arrange to have a covid test via We will bring you food and medicine and assist you any way we can. 


Whilst staying at the Enchanted Hideaway please can you...


...ensure you are washing your hands regularly, especially when arriving at the property. We have provided you with hand sanitizers and hand soap throughout the property. 


...keep surfaces clean and sanitised regularly during your stay. We have provided antibacterial spray and cleaning cloths. 


...ensure all cleaning products are used in accordance with manufacturers guidelines.


...remove all refuse from all bins throughout the property into the black bin bag in the kitchen. 


...tie up the black bin bag and place it in the black bin in the courtyard before you leave. all recycling in the relevant recycling boxes in the courtyard.


...ensure all eating and drinking implements are thoroughly washed and dried before leaving the property and left in the kitchen.


...leave all bedding on beds before you leave. all towels and bath mats in the bath or shower cubicle.


...keep the property well ventilated wherever possible, especially on the day you are checking out.



We hope that these measures ensure you feel safe and comfortable to enjoy your stay with us. If you have any questions or concerns at any time during your stay please do drop a text or whatsapp message to 07909223862 and we can arrange to call you.


Enjoy your stay at the Enchanted Hideaway. 


Many thanks for your cooperation,

Vicky and Pete

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