skip to main content

Our commitment to providing a safe stay

glh Hotels is committed to helping our guests, employees and partners during the current outbreak of COVID-19 (coronavirus). Your wellbeing and safety is our top priority when you come to visit us in London. Please view the following information on how we will ensure your health and wellbeing, as well as our cancellation policies.

 

Read more Close

Response from glh Hotels on Coronavirus (COVID-19) 


Throughout your stay
Firstly, you’ll notice the team will be wearing face coverings. We kindly request that our guests continue to do so in all public areas in consideration of others.

We have hand sanitiser ready for you at the entrance and key spots around the hotel. And we’ll ensure social distancing measures are thoughtfully observed.

We ask that our guests continue to check in on the NHS COVID-19 app. At the end of your stay simply use the express checkout at reception for a contact-free goodbye.

We’re keeping things spotless with our enhanced and rigorous cleaning and hygiene protocols. All bedrooms go through a high-touch, deep clean including extra disinfection of the most frequently touched guests room areas before every new guest arrives.

Restaurant & bars
We're delighted to say that most of our restaurants and bars are open. Please check at individual hotels for details. Reservation for all mealtimes in the restaurants is recommended.

Meeting & events spaces
We’re pleased that both indoor and outdoor business events can take place as per government guidance. This includes conferences, trade shows, exhibitions, charity auctions, private dining events such as charity or gala dinners and awards ceremonies, and corporate hospitality.


Cancellation policy

Travel restrictions have once again been tightened and PCR testing for all international arrivals is now required on, or before, day 2. All international arrivals, regardless of vaccination status, must self-isolate until they receive a negative result from their arrival PCR test.

We know things can change quickly and you might have to modify your booking. Check our booking policy below and let us know how we can help.

1. Individual Travel

  •  All reservations amendments and cancellations must be made through the original point of booking. The hotel reservations teams will not be able to process amendments and cancellations, including refunds for any bookings if they have been made through another 3rd party booking channel or travel agent.
     
  • Flexible bookings can be cancelled without any penalty, up to 2pm on the day of arrival, but all no-shows will be charged in accordance with our terms and conditions.
  • For all prepaid, non-flexible bookings for stays from 29 November 2021, up until and including 31 January 2022, we will offer free modification of reservations to any dates of travel within the next 12 months or a full refund.

    Please note: for these modifications, the price will change to the best available rate based on the new stay dates and any difference in rate will need to be paid. If the price is less, then a credit will be held against the future booking. There will be no partial refunds.

2. Meetings, Events and Group Accommodation

  • All meetings, events and/or group accommodation cancellations will be assessed on a case by case basis. glh aims to offer as much flexibility as possible with rebooking for future dates, waivers on attrition policies should the event or group still proceed but with smaller numbers, with movement to other properties within the group, as well as consideration on cancellation charges.
  • Where delegates or group travellers are impacted by either the 'Red country list' or the new arrivals testing regime, we will not charge for attrition or cancellation of groups if made at least two days prior to arrival.

    Any changes within two days before arrival will be subject to the terms and conditions of the original contract.

Full Policy Details

1.1 glh Hotels have implemented additional strict hygiene and infection control measures, which includes an increased frequency of cleaning and sanitising of high touch hard surfaces, additional hand sanitisers and antibacterial wipes are available in the hotels and there is also a heightened guest room cleaning protocol in place.

1.2 All glh hotel employees have been fully briefed on increased hygiene standards, to minimise the spread of infection.

1.3 All glh employees and guests are expected to act responsibly by taking heightened personal hygiene precautions to prevent the spread of infection.

1.4 All glh employees have been advised to stay at home if they feel unwell, to minimise the risk of infection of guests and colleagues.

2.1 All guests will be expected to act responsibly by taking personal hygiene precautions to prevent the spread of infection i.e. regularly washing of hands, using available hand sanitizers and wipes, and using and safely disposing of tissues.

2.2 If a guest staying in a glh Hotel feels unwell, either they have a high temperature, shortness of breath or a cough, they are expected to follow government advice and self-isolate. Please visit NHS Covid-19 website to access the latest government advice.

2.3 If you have a suspected case of coronavirus during your stay with us, please follow government advice and ‘self-isolate’, do not leave your hotel room and let the hotel team know by calling reception.

3.1 Employees visiting high-risk destinations:

  • 3.1.1 Employees are advised not to visit high-risk destinations. Should an employee ignore this advice then they will not be permitted back into work following their leave unless they have self-isolated for up to 14 days.

3.2 Employees visiting other destinations abroad:

  • 3.2.1 Should an employee visit an area, which during their time abroad has been identified as a high-risk area they will be required to self-isolate for 14 days.

3.3 Employees coming into contact with friends or family with Coronavirus:

  • 3.3.1 If any employee believes that they have been in contact with friends, family or someone else infected or exposed to the Coronavirus and have been advised by the NHS to self-isolate, they will not be allowed to return to work until this is complete.

3.4 Employees coming into contact with a guest with Coronavirus

  • 3.4.1 If any employee believes that they have been in contact with a guest who is infected or who has been exposed to the Coronavirus and have been advised by the NHS to self-isolate they will be not be allowed to return to work until this is complete.

4.1 In the event of a suspected case of coronavirus occurring at one of the hotels, the hotel incident management action plan will be mobilised. glh Hotels will work with Public Health England and NHS to implement infection control measures and minimise the impact of the outbreak.

4.2 glh Hotels will take all actions necessary to ensure the hotel is completely safe for guests and employees which may include the temporary closure of the hotel if necessary.

4.3 The safety of glh Hotels guests and employees will remain our highest priority. glh Hotels employees will keep all affected hotel guests fully informed, ensure they are provided with adequate supplies of drinking water and food, and they have access to medical advice or attention as they need.

4.4 glh Hotels will inform all hotel guests (who are yet to arrive) of the alternative hotel accommodation that shall be provided at another unaffected hotel within the portfolio.

5.1 Individual Travel

  • 5.1.1 For all prepaid, non-flexible bookings for stays up until and including 30 June 2020, we will offer free modification of reservations to any dates of travel within the next 12 months or alternatively a full refund. Please note for modifications, the best available rates of stay are subject to the dates of stay and any difference in rate will need to be paid or if the price is less, then a credit will be held against the future booking.
  • 5.1.2 All reservations amendments and cancellations must be made through the original point of booking. The hotel reservations teams will not be able to process amendments and cancellations, including refunds for any bookings if they have been made through another 3rd party booking channel or travel agent.

5.2 Flexible bookings

  • 5.2.1 Flexible bookings can be cancelled without any penalty, but all no-shows will be charged in accordance with our terms and conditions.

5.3 Meetings, Events and Group Accommodation

  • 5.3.1 All meetings, events and/or group accommodation cancellations will be assessed on a case by case basis. glh aims to offer as much flexibility as possible with rebooking for future dates, waivers on attrition policies should the event or group still proceed but with smaller numbers, with movement to other properties within the group, as well as consideration on cancellation charges.