Our Customer Charter for COVID-19 – Updated 17th August 2021
Introduction

The health risks associated with Coronavirus (COVID19) are still present and we ask that guests comply with the current guidelines in place. Further information is available at:​

Welsh Government COVID Guidance & Advice

To help keep everyone associated with Ty Haf as safe as possible, we have carried out a risk assessment. This has helped us shape our response, which will help minimise the risk and protect the health of our guests, our housekeeper, and the wider community in St David’s.  We have also successfully applied for the “We’re Good to Go” industry standard mark, designed by Visit England in partnership with the national tourist organisations Tourism Northern Ireland, Visit Scotland and Visit Wales. You can view our assessment here:

Ty Haf COVID-19 Risk Assessment

Our Commitment to our Guests

Check-In

Guests will be provided with a code for a key safe, which will allow entry to Ty Haf. Guests will check-in to the accommodation themselves. The housekeeper is contactable for advice and enquiries during the stay and she resides nearby. Her details will be available to guests in the welcome folder in Ty Haf.

We have introduced a permanent sanitising station, with a guidance notice, in the lobby as you enter Ty Haf. This should be used by all guests, every time they enter the accommodation and will in conjunction with regular hand washing, help keep the virus out of Ty Haf and importantly keep guests as safe as possible.

Cleaning

Although we cannot guarantee that Ty Haf will be 100% free of any virus, guests can be confident in that Ty Haf will be cleaned and sanitised to a standard based on national industry guidelines linked to Government guidance. Ty Haf has a reputation for being spotlessly clean, but we must raise our already high standards even further. This will unfortunately impact on guests. We will be asking guests to arrive from 4.30pm and leave on their final day, by 9.30am. This may be subject to change.
 
As guests may not exhibit symptoms until after they have left to travel home, we will treat every clean as if the virus is present.  More information can be found at:

Decontamination in Non-Healthcare Settings

Ty Haf Cleaning Protocol

Our housekeeper will wear washable/one-time use aprons, gloves and face masks when entering to clean. Cleaning will only take place after all guests have vacated the premises. The Housekeeper has completed a ‘COVID 19 Holiday Let cleaning course’ and will use cleaning and sanitising products that are recommended for use, to help neutralise a virus.
 
Bed linen, Pillows and Towels

All bed linen, including pillow and mattress covers will be washed at the highest recommended temperature. Some items such a bed throws and scatter cushions will be removed for the foreseeable future. Rather than two pillows per guest, one will be removed, and they will be rotated weekly, but guests may wish to bring their own pillows, if required.

All towels and drying-up cloths will also be washed at the highest recommended temperature. We have also fitted disposable paper towel dispensers in both the bathroom and kitchen.

We ask that guests, prior to departure, strip their beds and place the bedding and protectors, together with their towels in a laundry bag. This will not only support the housekeeper in preparing the accommodation but will further mitigate any risk of infection.

Furnishings

some non-essential items will be removed from the property, such as bed throws, scatter cushions, sofa throws, children’s games, DVDs, books, visitor leaflets, and some kitchen items. There will also be a reduced quantity of crockery, cutlery, and utensils.

Your Commitment to Us

Check-In and Check-Out

As we are introducing a new cleaning regime, this inevitably will take longer to complete and has impacted on the check-in and check-out times. Ty Haf will now be available to guests from 4.30pm on the day of arrival and will be expected to leave by 9.30am on the day of departure. We ask that guests abide to these timings, to ensure that the housekeeper has the time to prepare the property for arriving guests.

Health Assessment

Guests should consider utilising lateral flow tests prior to travelling. If it is confirmed that anyone develops COVID during their stay, please inform the host straight away. All guests in the party will have to return home the same day, to self-isolate at home . If you are not able to travel, due to the extent of your illness or based on medical advice, then any additional costs incurred for extending the holiday period, will be met by the guest. There is an information sheet in the welcome folder explaining what to do if you think you have Coronavirus including how to request a test. Please see additional information found at:

Public Health Wales

Holidaymaker COVID Information Sheet

Please consider obtaining holiday insurance, which may cover costs incurred by cancelling your holiday.