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    COVID-19

    In line with Government advice, our aparthotels have closed to new guests during this lockdown period.

     

    For all queries, the quickest way to contact us is via email.

     

    enquiries@nativeplaces.com

     

    Frequently asked questions: Coronavirus (COVID-19)

    16 Mar 2020
    • Blog
    river-city-urban (1) - Native
    river-city-urban (1) - Native

    We recognise the ongoing and increased uncertainty that coronavirus (COVID-19) is causing around the world and so our highest priority is the health and well-being of our guests and employees. With that in mind, we wanted to provide some further information to the questions you may have about your upcoming stay at Native.

     

    Q. I’m staying at Native and I think I might have symptoms?

    Please stay in your apartment and dial 111 and keep the team updated of the medical response via the emergency number on your key card.

    Q. I think I have symptoms and I have been in the public areas. What should I do?

    If a guest presents in a public area i.e. reception the guest is advised to immediately return to their room and dial 111.  The public area will be thoroughly cleaned with high strength anti-bacterial cleaning products and the reception team will report it to Native management.

    Q. What are Native doing to combat and minimise the impact of COVID-19?

    At Native, we already have an ultra-high level of cleaning standards, that’s why we have moved some time ago to using biotechnological and ecological cleaners and disinfectants based on enzymes. We’ve stepped up our cleaning in all public areas within our aparthotels and these products are also being used to clean our apartments on a regular basis. We also encourage regular hand-washing and are providing hand sanitiser at reception to keep both guests and staff safe.

    Q. Is it safe to stay at Native?

    We encourage you to follow advice from the UK Government and if you have been to any of the affected areas or feel you have symptoms please do not travel. Our emergency response teams are actively assessing the situation on a daily basis and we have a very robust and comprehensive plan in place – for our guests and staff.

    Q. What’s the procedure if there is a suspected case at a Native property?

    If a guest is presenting symptoms they are advised to remain in their apartment and dial 111. If in a public area, this will be thoroughly cleaned with high strength anti-bacterial cleaning products and the reception team will report it to Native management.

    Q. What happens if you have to do a deep clean – will I be effected if staying with you?

    This shouldn’t affect you. Native has very few properties with public areas so the majority are limited to reception and the lifts which will be deep cleaned. We do not anticipate a full closure of any building at this stage, but we are monitoring the situation closely and if this is required we would take the necessary steps to close the building, deep clean and re-locate guests within our portfolio.

    Q. I want to cancel my booking – how do I do this?

    We want you to have full peace of mind when booking with us, which is why we offer cancellable options for guests that are staying with us in the coming months. For those that have already booked and would like to cancel, please contact enquiries@nativeplaces.com.

    If you have any concerns about existing bookings, or imminent trips ahead just get in touch as we have many solutions to assist with current concerns.

    Q. What is your cancellation policy?

    Given continued consideration of the coronavirus (Covid-19) outbreak, and in order to facilitate our guests to change or cancel their reservations, we at Native have updated our cancellation policy with immediate effect.

    The terms for our fixed (non-cancellable) bookings are as follows for stays until 31st March 2020:

    1. We will allow free cancellation for stays before 31st March 2020 to any guest travelling from the following countries affected by coronavirus (COVID-19); Mainland China, Hong Kong SAR, Macau SAR, Taiwan South Korea and Italy.
    2. For guests that have booked Fixed (non-cancellable) rates and are travelling from all other countries not listed in point 1, then we will offer free booking amendments or credit that can be used against a future non-cancellable booking at any Native property in 2020.

    For stays after 31st March 2020, we will continue to review the cancellation terms to ensure that the health and wellbeing of our guests and employees is our highest priority. If your check in date is 1st April 2020 onwards, then please get in contact no more than 7 days prior to your arrival date so that we can offer you with the best possible terms at that time.

    Q. I’ve booked via an agent, can I can cancel with you?

    For bookings made by a travel agent or online booking platform, guests should contact their agent and refer to their terms and conditions.

    Q. Are Native closing because of COVID-19?

    Native has watched and assessed the development of the Coronavirus (COVID-19) outbreak and it’s spread across the world over the last several weeks with concern. We offer our thoughts for all those that have been affected.

    Rest assured, we continue to closely follow the latest advice of the UK Chief Medical Officer, NHS and UK Government and are also in close contact with local authorities, public health and our agents to minimise the risk as much as possible.

    Q. Can I still stay with you if I have symptoms?

    We encourage you to follow advice from the UK Government and if you have been to any of the affected areas or feel you have symptoms please do not travel.

     

    You can find the most up to date information from the UK government website here.

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