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Covid 19 : An assurance to our guests

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Covid 19 : An assurance to our guests


An assurance to our guests

National restrictions commencing 5th November 2020 (updated 02/11/20)

In light of the UK government's latest national restrictions which take effect on Thursday 5th November, we wanted to take this opportunity to reassure our current guests and corporate travellers, who need to stay away from home for work purposes, that our apartments remain fully operational. We regret that our apartments will not be open to leisure stays during the lockdown period.

For a lot of our guests, our apartments are their homes – even if only for a temporary period of time – so we understand that it is essential for us to make sure that all of our apartments remain a safe and functional environment for our guests to continue living in and also to support essential workers and those who have to travel for work purposes in need of accommodation solutions.  

We have put extensive measures in place to provide a safe environment for all our guests and we are accredited by the CSC Covid-19 accreditation scheme. Our Stay Safe With Us programme offers a new elevation of cleanliness and hospitality behavioural standards in order to provide all our guests with an assurance of safety and security during their stay. Find out more here.

Six person rule

Update - the lockdown national restriction overrides this particular rule. Limits on the number of people you can see socially have changed. In England, when meeting friends and family you do not live with (or have formed a support bubble with) you must not meet in a group of more than 6. This means that guests in our apartments are limited to six unless the people they normally live with or have a support bubble with exceeds this number. The latest government guidelines can be read here.

Guest form

In order to support the government's track and trace policy, all guests are now required to fill out a form prior to the release of Flying Butler Apartment check-in instructions. Track and trace is compulsory for all hospitality businesses but collecting this information going forward will also be crucial in ensuring a seamless, safe and secure stay for all our guests.


Again, with the safety of our staff and guests in mind, we have a strong policy in place adhering to the latest quarantining and isolation government policies. We ask guests to please visit the government website for the latest UK Covid-19 guidance and regulations and to follow these during their stay with us.

Flying Butler guest services will ask the below questions to all guests prior to arrival:
a.   Are you currently isolating?
b.   Are you a recent in-bound UK traveller with a 14 day quarantine in place? 
c.   Are you showing any symptoms of Covid-19 like high temperature, a continuous cough, loss or change to your sense of smell or taste?

We ask guests to report any symptoms, positive Covid-19 test results or track and trace isolation requests to guest services at any point during their stay.

Any guest quarantining or in self-isolation will receive a 2-week housekeeping package including clean linen and towels. Flying Butler staff will not enter the property other than in the case of an emergency. As ever, our guest services team are available 24 hours a day to troubleshoot any questions or problems. 

In the case of an emergency such as a fire, water leak, lack of heating / hot water, the following processes will take place:

For guests isolating (due to Covid-19 symptoms, a positive test or being contacted by track and trace) - the guest will be moved to another suitable apartment and the previous unit will be closed for 72 hours before maintenance work is carried out.

For guests quarantining (without symptoms, a positive test or track and trace contact) - a member of staff will attend the property wearing appropriate PPE and request the guest to isolate in another room while works are carried out.

We are closely monitoring and following advice and guidance from the UK Government, health authorities and the World Health Organisation.

For a lot of our guests, our apartments are their homes – even if only for a temporary period of time – so we understand that it is essential for us to try to make sure that all of our apartments remain a safe and functional environment for our guests to continue living in and also to support essential workers in need of accommodation solutions.

In accordance with government guidelines, we’d like to assure our guests that any Flying Butler member of staff that enters an apartment will be wearing the appropriate Personal Protective Equipment (PPE) and will endeavour to adhere to standard social distancing guidelines for both our guests’ safety and their own.

Guests are able to opt-in to the housekeeping and maintenance service that suits them best, with guests receiving a weekly care package (fresh linen, clean towels, toilet roll and bin bags) should they not wish to receive the complementary weekly cleaning and maintenance staffed support. As ever, our 24-hour Guest Services number (+44 (0) 800 652 2552) is operational for our guests to contact us so we can help troubleshoot issues when and where necessary.

If you have any questions about any of the above please email the operations team and we can run through any of the finer details.

We’d like to take this opportunity to send best wishes to you and your families during these unprecedented times and if we can be of any assistance to help you through it, our team is always at the ready.

The Association of Serviced Apartment Providers CSC Covid-19 Accredited
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