Holidaying with us: new safety measures for Landmarks

19 October 2020

A Landmark holiday has always been a refreshing and inspiring experience. In light of the Covid-19 pandemic, we’ve worked hard to implement new measures to make our buildings safe for our customers, colleagues and communities, while retaining their charm. We're adhering to all Government and public health requirements, and have been accredited with Visit Britain’s 'We’re Good to Go' industry standard.

Here we summarise the latest Government advice, plus detail the Covid-secure measures we’ve introduced and the things we’re asking of guests. You can read some recent customer feedback on these changes here.


Government advice and booking policies
We’re asking that all guests abide by the latest Government recommendations, including guidance regarding who can travel, socialise or stay overnight together, along with the physical distancing advice.

Within Great Britain, each nation has a different approach and we ask that all holiday bookings abide by the relevant law or guidance.

  • In England in tier 1/medium alert areas up to six people can travel together, with the exception of where one household or support bubble comprises more than six people; in tier 2/high alert and in tier 3/very high alert areas only one single household or support bubble can travel together.
  • In Scotland only one household or an extended household can holiday together. This overrides the previous rule of six guidance.
  • In Wales from 6pm Friday 23 October until Monday 9 November, a ‘circuit breaker’ lockdown is coming into effect and travel will temporarily be restricted to essential travel only. Following Government advice, we’ve cancelled existing bookings and are closing the doors of our 17 Landmarks. We’ve contacted all affected customers with a credit note or the option of a refund. Bookings for stays from 9 November onwards remain open. 

For our properties in England, Scotland and Wales, customers can only make a new online booking if it is for six people or fewer. If you have an existing booking which won't meet these new laws, we ask that you reconfigure your group, defer or cancel your stay - for details on how to do this, click here.

If you have any questions, or if your group is one of the exceptions to the rules of six, our Booking Enquiries team can help you on [email protected] or 01628 825925. 

We also asking that the booker of any stay with us has contact details for everyone in their party. Please note we may share a booker’s contact details and length of stay with the NHS Test and Trace service (or the equivalent service in the country in which a stay takes place) if required, as outlined in our Privacy Policy.



The Landmark experience: mostly familiar, with a few changes

A Landmark stay has always been a contact-free experience. Guests are welcome to arrive anytime from 4pm on the arrival day, while departure is by 10am on the final day. We are asking everyone to strictly adhere to these times, which are crucial to ensuring that our housekeepers have enough time to clean the building to an enhanced standard while following the Government physical distancing rules.

Many of our properties are in rural areas and several of our sites have shared or narrow access driveways, so we are asking that guests are sensitive to our neighbours and local communities, and mindful of the sometimes-limited medical or shopping facilities in remote locations. We are sanitising any shared touchpoints inside a building.

Keys are collected onsite (or, in a small number of cases, they are posted in advance) and we are carefully disinfecting them all.

Inside our properties, we are keeping to our usual high standards of presentation. Important information about the property is presented in wipeable plastic folders or on laminated sheets. All kitchenware and crockery is clean but not sanitised, so we are recommending that guests rewash items in hot, soapy water before use. Our cots for children are still available, but as we aren’t currently able to sanitise them, if one is required we’re encouraging guests to bring their own.

We normally provide a pint of milk in the fridge for your arrival, but have paused that for now. Likewise, we usually provide two rolls of lavatory paper per bathroom but have reduced that to one, in order to protect our housekeepers and minimise the shopping they have to undertake.

All Landmarks are equipped with well-loved libraries of books, along with board games and local information leaflets. We’ve kept these available, but as we aren’t able to sanitise each individual item during a changeover, we’ve placed them in bookcases and cupboards and are asking guests to wash their hands thoroughly after use.

If, during a stay, there is an exceptional reason why a member of staff or trusted contractor may need to visit a property (for example to rectify an issue in the building), we will inform guests with as much notice as possible and adhere to all Government physical distancing rules.

To help keep our staff safe, we’re asking guests to strip their beds, empty the fridge and remove rubbish at the end of a stay, with easy arrangements in place.

If, during a stay, any person starts to show symptoms of Coronavirus or is advised to self-isolate, we’re asking that guests let us know as soon as possible, and appropriate measures will be taken.


A new ‘Covid-19 secure’ cleaning regime across our 200 Landmarks

The cleanliness of our remarkable properties has always been paramount to us. We have long used virucidal, commercial-grade disinfectants, but have now introduced additional products that are certified to kill Coronavirus. We are using these products throughout our Landmarks.

We are taking extra care of high-touch surface areas such as door handles, light switches, kettles and toasters. We are also ensuring the cleanliness of our upholstery, including armchairs and curtains. As always, professional laundry companies are washing our bed linen and towels to the highest standards in accordance with the latest virus-control procedures.

We have always provided cleaning products in safe locations throughout our properties and, during a stay, guests are welcome to use these freely.

Our housekeepers each look after a particular Landmark and are working in very small teams, at a distance from each other, wearing PPE where appropriate. We have developed new Safe Working Practices and undertaken fresh Risk Assessments, following the latest advice and working together with staff across the organisation.


Our Cotswolds workshop

Much of our well-loved craftsmanship, together with the delivery, storage and distribution of all our stock, takes place in our Cotswolds workshop and warehouse by a small, dedicated and expert team. As with our Landmarks, we’ve undertaken thorough Risk Assessments, put enhanced cleaning regimes and new working practices in place, and our colleagues are strictly adhering to all Government physical distancing guidance, wearing PPE where appropriate.


The Shottesbrooke head office

Our head office in Berkshire is usually busy with our development, marketing, historian and engagement teams, along with many in our historic estate and operations departments. We’ve undertaken fresh Risk Assessments, established new working schedules, introduced signage and put enhanced cleaning regimes in place across the buildings. With the exception of our Booking Enquiries office, for the moment all staff are working from home wherever possible.


Read about our measures on Lundy here.