CORONAVIRUS LATEST INFORMATION

Last Updated: 23rd March 2020, 10am

These are unsettling times for all of us. We have made the regrettable decision to close the Castle AND Gardens as of Monday 23rd March until Wednesday 1st July 2020. If we can open earlier then we shall try our very best. 

We continue to monitor the daily changing government guidelines and follow the relevant Public Health England (PHE) and NHS advice. Your health and well-being and that of our team is our priority.

 

FAQS

What’s the situation at Pentillie?

The Castle and Gardens are CLOSED until further notice.

 

Should I cancel my booking?

If you have booked a stay during our closure dates you have two options regarding your current booking:

  •  Re-book for a future date: We would be delighted to rearrange your stay so that we can welcome you back to Pentillie when the current situation changes. We will be more than happy to move your current booking, with no amendment charge, to any available date until 31st March 2021.
  • Choose a full refund: Whilst we would be delighted to welcome you back to Pentillie, we understand that moving the dates of stays may not be possible for everyone. If this is the case, we can offer you a full refund and will waive our admin fee. However, if you then choose to rebook at a future date, we cannot guarantee that the price will be the same as you had previously paid.

For us to process amendments or refunds quickly and efficiently, we ask that you let us know which of the options above you prefer by emailing the team at contact@pentillie.co.uk.

Please also be aware that our response time may take a little longer than normal due to these unprecedented circumstances but will do all we can to ensure we respond to each guest’s enquiry as quickly as possible and continue to respond in date order.

 

I have booked a stay after Pentillie’s closure dates, will our stay be honoured?

Currently, we are hoping to reopen on Wednesday 1st July 2020 and for business to return to usual. However, in these times of uncertainty there is a chance that our period of closure may be extended. If this is the case, we will advise our upcoming guests as soon as we have more information and will be offering full refunds or moving dates of stays where applicable.

 

Can I make a new booking?

B&B stays: Bookings are of course welcomed from when we reopen the doors on Wednesday 1st July 2020. While our online booking system will take your card details, we will not process deposits on any B&B bookings made as of 21st March 2020 for stays before 31st July until you arrive. If you cannot travel then do let us know before 12 noon on the day of arrival and there will be no penalty. If you are a no show, then we reserve the right to charge for your stay. Pentillie’s closure dates may be liable to change as the situation develops. We will, of course, provide the most up to date information to our guests over this period if anything does change.

Weddings & Exclusive Hire Stays: These bookings are more involved than B&B stays. We will discuss fair and mutually agreeable booking, postponement and cancellation terms at the time of booking. This will likely depend on the lead time, and global situation at time of booking.

 

Will Pentillie Events still go ahead?

All of our published events for 2020 have been now been cancelled including Pentillie Defender Day, Pengrillie BBQ Festival, outdoor theatres HMS Pinafore and Macbeth. Refunds of ticket sales are currently being processed.

 

How can I keep in touch with Pentillie?

We will be sending occasional newsletters during this period, and updating our social media pages too. The best way to guarantee you don’t miss out on our news is by signing up for our newsletter here, or completing the form at the bottom of every page of our website.

Our emails and phone messages will be monitored regularly, but in line with government regulations, our office hours will be infrequent and irregular during the close down period (23rd March-1st July 2020).

Email us at contact@pentillie.co.uk or leave a message on 01579 350044, and we will get back to you as soon as we can. I (Sammie) can also be reached on 07974 143344 at any time, but bear with me, as my husband Marc and I will be both be juggling work and home-schooling of our boys during this time – who knows what might happen!!

 

The Future

We look forward to a time when we can all return to normal, and can plan a GINORMOUS party with you all. We thank you for your support and kindness to date, and urge you all to keep smiling, to be kind and to stay safe.

 

Best wishes, and love from Sammie, Ted, Sarah and the extended Pentillie family xxx

 

 

For the latest Coronavirus information please follow these links:

Public Health England and NHS

 

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