Our Covid-secure operating plan
At David Urquhart Travel, the safety of our guests and employee owners will always be our number one priority and as a result, we will be introducing new procedures when our holidays resume. We are continually monitoring the government’s advice and will keep this information updated with any changes in line with the evolving guidance.
Detailed risk assessments have been undertaken and reviewed by our independent Health and Safety consultants to make sure we are following all the latest advice.
We have achieved the Visit Britain Good to Go accreditation and our Leisureplex Hotels has achieved the AA Covid confident accreditation for the processes and procedures we have implemented.
Guidance for customers
Do not travel if you’re experiencing any Coronavirus symptoms. These include a high temperature, a new continuous cough, or loss or change to your sense of smell or taste.
Advise us immediately if you have been contacted by the Track and Trace system with reference to cancelling or postponing your holiday, as you will not be permitted to travel. The David Urquhart Travel Peace of Mind Guarantee allows you to transfer to a later date at no extra charge.
‘The Rule of 6’- Please note that by law, we are currently unable to take bookings for more than 6 people from different households, or to allow more than 6 people from different households to travel if you have previously booked. This will apply to all bookings departing in 2020 at present.
Local restrictions- Please ensure that you have checked the latest government guidance for your area and that your travel is permitted under the latest rules. In some areas with enhanced restrictions you are not permitted to travel with others from outside your household. However, you are still able to travel with members of your own household as social distancing is in place on the coaches and at the hotels.
Follow social distancing guidance at all times and follow instructions from our drivers regarding social distancing.
Wash your hands before travelling and if you can, bring hand sanitiser for use during your journey. Hand sanitiser and anti-viral wipes available to purchase from reception at our Leisureplex hotels.
Please be patient as queues are likely and loading and disembarking will take longer than usual.
To help with social distancing, please do not arrive at your departure point more than 15 minutes in advance of your booked journey time.
Wear a face covering that covers both your nose and mouth whilst travelling on our coaches and at the hotels. In line with Government guidance, face coverings must fit securely around your nose and mouth. These can be reusable or single-use face coverings, or you may also use a scarf, bandana, religious garment or hand-made cloth covering but these must securely fit round the side of the face. As such the use of visors on their own are not acceptable under the latest government guidance. Face coverings must be worn in the hotel unless you are seated in the bar or restaurant. Customers who are exempt from wearing a face covering must advise us by emailing [email protected] or calling 01355 711620 before departure so the hotel and driver are aware. Customers who are exempt must be able to show relevant documentation relating to their exemption if required by the authorities.
Keep to your designated seat throughout your journey and only use the on board toilet if unavoidable.
Once you have arrived at the hotels or are out in resort, wash your hands regularly using soap and warm water for at least 20 seconds, or use alcohol based hand sanitiser and maintain a safe distance from others from outside your household.
Cover your nose and mouth with a tissue or the crook of your elbow when you cough or sneeze and dispose of the used tissue immediately and wash your hands.
Please respect each other and our teams by ensuring you follow these guidelines, which are in place to keep everyone safe. We reserve the right to ask customers who are not following the safety advice to return home at their own cost.
Operating safely on our coaches
The maximum capacity of our coaches will be reduced and seats will remain empty to allow for social distancing for guests not from the same household. We may have to adjust seat reservations as a result, but will make every effort to keep seats as close as possible to those booked. Customers with specific seat requirements for medical reasons are advised to complete a special requirements form, so that this can be taken into account.
Our coaches will undergo an enhanced daily cleaning routine, including sanitisation of all touch points.
All coaches will be fitted with hand sanitisers, which guests will be asked to use each time they board the coach.
When disembarking the coach, customers will be asked to empty the coach from the front seats backwards to the rear.
In line with government guidance, face coverings are mandatory whilst travelling on our coaches, unless you are medically exempt. Face coverings can only be removed for the purposes of eating and drinking and should be replaced at the earliest opportunity.
We are able to provide 100% organic, reusable cotton face coverings, which fit comfortably around the back of the head for just £4 each, which will be posted with tickets on request.
Manufacturers guidance will be followed to ensure that the air conditioning settings are operated to bring the maximum amount of fresh air into the vehicle.
Our drivers will wear face coverings until all customers have boarded the coach and whilst handling luggage.
Customer temperature checks will be completed at the first pick up point and also prior to boarding the coach for an excursion and for the return journey home. Any customer temperature with a reading 37.8 or above will not be allowed to travel.
Operating safely at our Leisureplex hotels
Hand sanitiser dispenser stations will be located at the entrance doors into reception, outside the lifts and restaurants and individual bottles of sanitiser will be available to purchase from reception.
Protective screens are fitted at reception.
Keys and Key Cards will be sanitised before each new stay. Express check-in will be used for coach guests and check-in will be paperless for all guests.
Socially distanced queue markings will be used in reception and outside the lifts.
High-frequency touch items such as menus, tent cards and pens will be removed from the bedrooms. Telephones, TV remote controls and hairdryers will be fully sanitised between stays.
Bedrooms will be fully sanitised and deep cleaned between stays and new laundry protocols will be introduced which will mean used linen is removed safely. The housekeeping service will continue to be available but will be on request only during stays.
Face coverings will be worn by our housekeeping, restaurant and bar teams.
Tables will be positioned in the restaurants and bars to allow for social distancing of guests. We will make use of additional lounge space where it is available and we will increase breakfast and dinner service time if required.
In English destinations, our current offering of entertainment will continue and will finish at 9:30pm (latest government guidance permitting) with seats spaced to allow for social distancing. We unfortunately cannot allow dancing on the dancefloor during this time.
PLEASE NOTE: As government guidance currently restricts live entertainment, in SCOTLAND & WALES we will offer an after dinner bingo and quiz alternative.
All breakfast items will be waiter served and cold buffets will be removed.
We will be operating table service only as required by the latest guidance for drinks orders.
At 9:30pm when the entertainment has finished we will walk round and offer everyone one last drink .
The bar will close at 9:50pm.
Following the statement on 07/10/2020 from the First Minister Nicola Sturgeon, we can confirm that both the Selborne Hotel, Dunoon and Croit Anna, Fort William will remain open. We will not be able to serve alcohol up to and including 01/11/2020 in these two hotels but the Bars will remain open until 10pm for the serving of soft drinks and hot drinks.
There will be enhanced deep cleaning of public spaces and high touch points during the day and our cleaning charts will be displayed.
In line with government guidance, the wearing of masks is mandatory unless you are seated in the restaurant or bar.
Use of the lift is restricted to the guests of one room at any time.
Card machines will be available for payments to remove the need for cash transactions.
All suppliers to Leisureplex Hotels will be checked to make sure they are adhering to the very latest advice.
Operating safely at our selected partner hotels
All partner hotels will be required to operate in accordance with our Leisureplex Covid-secure procedures.
Excursions and venues during your holiday
All excursions and venues featured within our holiday programmes will be risk assessed to ensure that we are still able to deliver a memorable holiday experience operating in accordance with our own Covid-secure procedures.
All of our teams will undergo training in our Covid-secure procedures and full training on our risk assessments before we resume operations.
All team members will be required to check their temperature before attending work and will not attend work if they are experiencing Coronavirus symptoms and will be required to self-isolate for 14 days before returning to work.
David Urquhart Travel Peace of Mind Covid Guarantee
With David Urquhart Travel you can book your holiday with confidence, safe in the knowledge that if you have to cancel your holiday due to having to self isolate with Covid19 symptoms or you are contacted by ‘Track and Trace’ and advised to self isolate, you can move your holiday departure date free of charge to another date in the future.
Terms and conditions – valid on all bookings. Evidence will be required to prove that you are self isolating in conjunction with Covid19. You are entitled to transfer your holiday free of charge under our guarantee to an alternative date (please be aware any increase in the holiday price will be applicable), if you choose to cancel your holiday you will be charged the appropriate cancellation fees in line with our booking terms and conditions.
Thank you in advance for your co-operation