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Our Promise To Serviced Apartment Partners & Guests

Safety for our guests and staff has always been a leading priority for Portfolio, and this is more vital than ever during the current COVID-19 crisis. We want our guests and partners to know we are doing everything we can to ensure all current and future guests are looked after to the best of our ability, whilst continuing to provide a premium service and working within government guidelines at all times.

 

In light of this, we have changed our processes and how we operate to make this happen. Please find below our updated operating procedures and the steps we have put in place, allowing us to focus on ensuring we keep all guests and our employees safe, while adhering to government guidelines.

 

TRAINING

  • All of Portfolio staff and contractors have been trained on how to work in a safer way, adhering to the social distancing rules as well as the relevant PPE to be worn at all times.

  • All of portfolio staff and contractors have been trained on the risks of the Covid-19 virus and also ways to identify the symptoms.

  • All Portfolio Staff and contractors have been trained on ways to provide a clean and safe environment, both in the office and the apartments.

 

HOUSEKEEPING

  • We have enhanced our housekeeping standards and procedures to the highest degree to ensure we are offering clean and safe apartments to all guests.

  • In line with guidance from WHO we have implemented a policy of housekeepers only entering an apartment at least 72 hours after the guest has departed before starting their clean.

  • Housekeepers will be wearing PPE at all times, including gloves and shoe covers which will not be removed until they are outside of the apartment and disposed of according to regulation.

  • We will allow more time for a depart clean than we have done previously to ensure that the apartment is fully disinfected and a deeper clean is carried out in between every guest. Extra special attention will be paid to high touch point areas, and hotel grade products will be used.

  • All soft furnishings shall be replaced in-between guests & all upholstered furniture will be steam cleaned.

  • Windows (where possible) will be left open in the apartment after the deep clean to try and reduce the concentration of potential airborne infectious particles in an indoor environment. (At no point shall safety of the guest be compromised in doing this)

 

ARRIVAL & IN-HOUSE STAY

  • All check ins will be self-check in, and we will not be offering meet and greets at this time.

  • The key safes and key collection areas will be cleaned and disinfected between each guest’s arrival/departure.

  • We will still be offering a 24-hour guest service help line and shall be available to guests for all their needs however we will be limiting our physical contact with guests and visits to the apartment.

  • Only essential and emergency maintenance shall be carried out during this time. In the event this happens, our staff will ensure they keep an appropriate distance at all times and will always wear PPE.

  • We will be offering limited housekeeping service during this time, however we are happy to offer a light service on request.

  • All guests will be provided with extra linen should they wish to change their own beds.

  • Along with our standard extensive welcome pack we have are now also providing all guests with expanded care packs which will include disinfectant, cleaning materials, hand sanitiser and toilet roll.

  • We are also happy to arrange food packs for guests arriving in the UK whom have to observe a period of isolation. We will also assist with a larger food order/delivery which can be available for them when they arrive.

  • All apartments have facts sheets and posters containing necessary information about selfhygiene and preventative measures.

  • All guests must maintain social distancing during their stay. Guests encouraging social gathering will be asked to leave, and reported to the authorities in line with UK Government guidelines.

In the event you or your guest experiences any symptoms of COVID-19 whilst staying with us, has been in close contact with anyone with COVID-19, or is in isolation, we request you to notify us immediately. This will enable us to support you/the guest in the best way possible whilst also protecting our team and other residents.

Our Director Carly Fitzpatrick and Office Manager Binh Zientek will continue to review these processes whilst always ensuring all staff are committed to our policy & our promise to you.

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