CORONAVIRUS LATEST INFORMATION
Last Updated: 26th May 2020, 3pm
As restrictions start to lift, it feels like a little chink of light has started to appear at the end of the tunnel. Certainly, people are moving about more, the phone is ringing more often, and confidence appears to be growing slowly.
While we still do not have confirmed re-opening dates, we are starting to make firm plans for when we can. Starting with the gardens, with the provision of afternoon teas and accommodation to follow in due course.
We are continuing to follow all government, PHE and WHO advice with regard to re-opening, and are also communicating with industry bodies and colleagues to navigate the re-opening process, ensuring that the safety and wellbeing of our team, our guests and our community is prioritised at all times.
At the time of writing, gardens are starting to re-open across the country and so we are taking measures to re-open our gardens towards the end of this week. Please follow our social media channels for up-to-date information on the gardens re-opening.
With regards to the accommodation side of things, we are hopeful that we can open a certain number of rooms to B&B guests, or to family groups on an exclusive hire basis from 4th July. We are blessed with plenty of wonderful outside space, and it is summer, so outdoor eating (with an extra jumper), or breakfast in bed are all considerations for the new normal, along with enhanced cleaning procedures and slightly different staff rotas and castle layouts.
In the meantime, we are still very keen to help plan your special occasions, weddings and exclusive or B&B stays with us. New bookings will be subject to different T’s and C’s and deposits, until we are actually sure that you can get here!!
Talk to us about your plans and we will do our best to make them happen – call Sammie on 07974 143344 as the office isn’t manned very often at the moment.
And while we are closed, we are trying to bring the gardens and birdsong to your homes via social media – Facebook lives, dawn chorus walks, and plenty of pictures on both Instagram and Facebook. As well as live tours of the castle and gardens so that you can try to envisage yourselves at Pentillie once this is all over.
What’s the situation at Pentillie?
The Castle, AND gardens are currently still closed until further notice.
We are hoping to be able to open the gardens soon. They are full of life, colour and blossom as Mother Nature carries on and does her thing without us and will be tonic for the soul as we re-group following lockdown!! Check out our social media feeds (Facebook, Instagram) for the latest updates from the gardens.
I have a booking with you. What should I do?
If you have a booking while we are closed due to Coronavirus, our team will be in touch on a date by date basis as your proposed stay approaches. However, you will 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 within a year of your original booking.
- 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, B&B stays will require a minimum 2 night stay, and we cannot guarantee that prices will remain the same.
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 email@example.com.
Weddings and Exclusive Hire stays:
These bookings obviously involve a lot of work even before you arrive at Pentillie, and so it is important to discuss options with the member of the team that you have been dealing with. Please email them, or call Sammie on 07974 143344 and during our weekly team catch ups, we will prioritise these matters.
Currently all weddings and exclusive hire stays likely to be affected have been offered the opportunity to reschedule to a future date. This is the best solution for everyone as it means the time and effort we have all spent together working on ensuring that your wedding day or stay is completely brilliant is not wasted. And is also avoids a potentially difficult conversation about how much our teams hours on email, spreadsheets, telephone calls and show rounds are actually worth…
We are invested in making your wedding day or anniversary celebration the best it can be, and let me tell you, there’s going to be a fair few pretty amazing celebrations once this is all over!
Please be aware that our response time may take a little longer than normal due to the fact that most of the team have been furloughed, but we 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. If you have not had a response within a week, please contact Sammie on 07974 143344
I have booked a stay after Pentillie’s closure dates, will our stay be honoured?
Currently, we are hoping to reopen on Saturday 4th July 2020. So yes, all current bookings after we re-open will be honoured unless social distancing measures, or government intervention means that we cannot host you as planned.
Will anything change at Pentillie?
We are currently reviewing our risk assessments, cleaning and HSE policies to ensure the safety of our guests, our team and the local community.
We are working on a rota system for the team in order to keep both our team and yourselves as safe as possible. The whole team will be embracing an enhanced cleaning schedule for all public areas, especially high traffic areas, throughout the day.
We will reduce the number of bedrooms available for guests to ensure social distancing rules can be obeyed in the communal spaces. The breakfast buffet will become a menu from which you can choose, and breakfast may additionally be offered on the terraces or in bedrooms where appropriate.
We are currently reviewing evening dining arrangements in collaboration with local eateries.
All new B&B stays will need to be a minimum of two nights night stay. Family groups who are allowed to congregate for exclusive hire will have the opportunity to book the entire castle if just 6 rooms are booked.
Pre-stay communications will include a short questionnaire to ensure that you are not symptomatic, or living with anyone who is before you travel. We will then update you on check-in procedures to ensure you have a comfortable and safe stay with us.
I have a voucher, or would like to buy one?
If you already have a voucher, then it’s validity will be extended by the amount of time that we are ‘locked down’ e.g. if we cannot open for Afternoon teas until 23rd June, then your afternoon tea voucher will be extended by the 3 months that we have been closed. You do not need to do anything, our team will be able to help you when you book to use your voucher.
If you would like to buy a voucher, then the online system will automatically give a years validity from the date that you purchase the voucher. Once we are able to re-open for the item for which the voucher has been bought e.g. Afternoon teas from 23rd June, and B&B from 4th July, your voucher’s start date will be re-aligned to that date.
We hope that this allows you to feel confident that you will still be able to utilise your voucher, and indeed to purchase a present for loved ones during these uncertain times!
Can I make a new booking?
B&B stays: Bookings are welcomed from when we hope to re-open the doors on Saturday 4th July 2020. While our online booking system will take your card details, we will not process deposits on any B&B bookings until we have re-opened. If you cannot subsequently travel, (you or a member of your household starts to display symptoms or travel restrictions are not lifted in time), 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. B&B stays are now subject to a minimum of two nights.
Weddings & Exclusive Hire Stays: These bookings are more involved than B&B stays. we are offering live tours via our social media pages, and have uploaded virtual tours to YouTube to help you plan. We will discuss fair and mutually agreeable booking, postponement and cancellation terms at the time of booking. But until you have actually been able to visit Pentillie to confirm that it is the venue for you, deposits will remain refundable.
The terms will take into account the lead time for your booking, and global situation at time of booking. But please rest assured that all bookings made as of today’s date will have the corona-touch applied to deposits and t’s and c’s.
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 have been processed.
How can I keep in touch with Pentillie?
We will be updating our social media feeds regularly and sending occasional newsletters too. The best way to guarantee you don’t miss out on our news is by following us on social media – www.facebook.com/PentillieCastle or www.instagram.com/PentillieCastle. You can also sign up for our newsletter here, or complete the form at the bottom of every page of our website.
Our emails and phone messages will be monitored regularly, but our office hours will be infrequent and irregular until further notice.
Email us at firstname.lastname@example.org 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!!
We look forward to a time when we can all return to normal, and we 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: