To reassure all our guests, team members and our community that keeping you all safe is at the heart of what we do.

***Please note that government guidelines are constantly changing, and so we are continually updating our offering. We will update visiting guests as soon as we can via email updates and pre-arrival phone calls, but please see here and our social media feeds for the latest updates. Our teams are working hard to get back to enquiries, but we are experiencing unprecedented demand, so thank you so much for your continued patience.***

While closed we’ve reviewed all aspects of our operations, adapting existing procedures and finding new innovative ways to do things to ensure you have the stay you know and love, while keeping guests and team safety a priority. 

Your stay will be different in these times of Covid, but our care and attention will be the same. A beautiful holiday experience will continue to be at the heart of what we do.
We’re fortunate to have oceans of space. Our lounges, restaurants, terraces and relaxation areas all give you a chilled environment to breathe and enjoy the sea breezes. All team members have been trained prior to opening, in order to deliver beautiful but safe hospitality that feels as warm and welcoming as always, and we have completed risk assessments.
Our hygiene and cleanliness continues to be prioritised everywhere and we have changed a few of the things we do to protect everyone.  Most importantly, if guests or our team are unwell or have any Covid-19 symptoms, we ask them to stay at home and we will move your stay to a later date when you are recovered.
Below is our current plan of how we intend to operate but please also bear in mind that this could change in coming days as we receive more information from the government and evolve what we do.

Core principles of your holiday

We believe our guests will take their own responsibility for keeping themselves and our team safe in line with our guidance. This means we have been able to keep our plans as relaxed and informal as we can make them. Our care and attention to your safety is paramount but so is delivering our usual welcoming experience.

  • We know the importance of washing hands and know you do too.
  • We will keep a safe distance and know you will do the same.
  • We will use face coverings where social distance isn’t possible and we ask you to bring yours.

Thank you in advance for helping us to keep everyone safe.

Please carefully consider this information as we want you to be sure that our experience is right for you. We have a suggested packing list at the bottom of this page, with a few things you may like to bring with you to get the most out of your stay.

If you’re considering making a booking or have an existing stay, please read on to learn about your journey… 

Before you set off, we will be in touch, to answer your questions  and to check you in before you arrive. It’s a simpler process and we love it.
When you arrive, your luggage rests in your car until your room is all set.  This is taking a little longer these days, with deep cleaning and fresh air, but check out remains at 11 am and your room should be ready by 3pm.
No one can miss hand sanitisers at the front door and around the hotel – discreet but essential. Please use them as often as you like.

Arrival & Welcome
How will my luggage get to my room?
Luggage remains in guest cars until rooms are ready. We expect most guests will prefer to handle their own luggage and we have luggage trolleys with sanitiser, all ready for you. If you would like assistance, we will be happy to help.

Once you are settled in your room, what about your stay is different?
We want you to feel at home with us, with your stay to feel as relaxed and calm as ever.
If you have not visited us before, we have created a filmed tour of hotel to introduce you to Scarlet. During your stay, if you have any questions, or if you need assistance, as always, we are happy to help. Just call 0 from your room.
As we walk around the hotel, we all keep left. Our Scarlet shapes on the floor show us all the safe distance and where to stand.
Breakfast and dinner will be a little different. We want to make sure our diners are spaced out and our chefs can work socially distanced. We will ask you about booking dinner and breakfast, though we plan to have an informal ‘walk in’ breakfast between 10.30am and 11.30am so you don’t have to worry about having a lie in. The times of breakfast, lunch and dinner will be extended so we can deliver a smooth service and to allow us to keep space between guests in the restaurant.
Room service can be booked at any time: your order will be left at your door on a stand, so our team have no need to enter your room.
Our menus are as delicious as ever.  We ask for your understanding that due to careful social distancing in our kitchens, our menus are slightly simpler and off menu requests will not be possible during this time.
If you are visiting with friends, two households can dine together, within current government guidelines (max 6 guests). As keeping our distance is tricky during service, our team will wear our beautiful handmade face coverings.
Fancy a drink at the bar or a coffee on our terraces?  Our team will come to you.  Lounge service will be available 11am-11pm. Service could take a little longer than normal in busy times. Our bar at Scarlet is table service only. Where ever you are in the gardens or lounges at Scarlet, please simply sit where you please and one of our team will arrive.

What hotel facilities are open?
Our gardens and lounges are all open, with social distancing measures in place. We trust you to maintain safe social distances when using our lounges and our furniture is slightly more spaced out than usual where necessary.

Pools, spa, hot tubs and yoga

Outdoor pools will now open from 11th July – sessions will be bookable to ensure we keep a limit to numbers of people in each pool at one time.
We hope to re-open outdoor hot tubs as soon as possible, and we will update you as soon as we can.
Our spa and indoor pool will also have to remain closed and as it stands, our treatment rooms, changing rooms and other thermal experiences will not be available. We have heard we may be able to open our spa fully towards the end of July, but this awaits government confirmation. Our plan is to offer both outside exercise and yoga classes most days but please bring your own mat if possible.

Housekeeping
Deep cleaning rooms on arrival is taking a little longer than usual as we are letting the fresh air in and taking extra care. To keep you and our team safe during housekeeping visits, we will service your room when you are not present, leave the window open to let in the fresh air, and leave a note on your door whilst we are cleaning to let you know when we are present. Turn down service will happen when you are at dinner so let us know if you would like it to go ahead.
Our public guest lavatories are open but we are encouraging our guests to use their private facilities.
We appreciate some guests may prefer none of our housekeeping team to visit their room to clean it during their stay. Please let us know your preferences. Fresh towels and other supplies are always available on request.

We recommend a few items to bring with you to get the most out of your stay
Travel bottles of hand sanitiser, flipflops for walking around the hotel, wellington boots if you think you will need them, your personal yoga mat, a picnic rug if you are planning to explore Cornwall, your own favourite board games a wildlife guide as nature is flourishing in Cornwall in the quietness of the lockdown.

What happens on departure?
We will have emailed your bill to you and we plan to collect your card details and take payment as we check you in. Any extras can be settled on departure: simply give us a call when you are ready to leave so we can come to you with our mobile payment terminal. To keep you safe we are only accepting card payments not cash.

Have we missed anything?
In the first few weeks after we open, we are sure we will evolve what we do to ensure our guests have a wonderful holiday. Please let us know if there is anything else we can share with you.  Our team are all very happy to be back as we have missed seeing you all enjoying Scarlet.