In line with the latest Government directives, Una St Ives is currently closed and will reopen on Thursday 3rd December 2020. The below FAQs cover the planned hotel operations from when we reopen onwards - subject to any further Government advice.
Frequently Asked Questions
What is your policy regarding the government’s three tier system of lockdown measures?
Tier One - this is the 'Medium' local COVID alert level. The resort has been operating since July with rearranged spaces, restaurant policies and cleaning standards to make sure you can relax and enjoy your break safely, including social distancing and working to the rule of six.
Tier Two - if you’re visiting from an area in this 'High' alert level, we look forward to welcoming you but you'll need to remain within your household group while staying with us.
Tier Three - if you live in an area with a 'Very High' alert level, unfortunately we’re not able to welcome you to the resort at this time. If you are already booked with us, we will be able to cancel your booking and put your deposit on hold until such time that you are able to make new plans.
Will Una Kitchen be open after 10pm?
In line with the latest government directives, last orders for food and drinks will be taken at 10pm. Guests will then be required to finish their meals and drinks by 11pm, with resident guests leaving Una Kitchen at that time and non-resident diners leaving the resort.
Is the pool open?
We are pleased to confirm that our swimming pool will be open. In order to ensure the safety of our guests, we are offering 1hr bookable family swim sessions. There is a limit on the number of family groups at one time. Pool sessions can be booked by calling the reception desk on 01736 257000. This will be based on a first come first serve basis. If for any reason you no longer wish to attend your swim session, please telephone us to let us know.
How about the Sauna, Steam Room and Spa Pool, are they open?
In line with government guidance, our sauna and steam room will be closed. We can't wait to open them again and, as such, will allow their use as soon as we are able to.
Are the changing rooms open?
No, due to the layout and size of our changing rooms we ask that you get changed in your lodge before and after your booked swim session. This also means you can use all your 60 minutes having fun in the pool, not changing. Additional towels are available in lodges to help this process. Resident guests may wish to bring their own robe. An allocated space will be provided poolside for belongings. There is a hand sanitizer station in the changing areas before/after you get to the pool.
How about the gym – is this open?
We are pleased to confirm that our gym will be open. The gym is available to book for private family use in 1hr sessions. To enable fair use, we ask that users visit no more frequently than once every 48hrs (though this will remain under review, allowing daily visits where possible). We have additional sanitizing protocols and materials for self-sanitizing after use.
What is happening with my Leisure Membership?
Leisure memberships will now be frozen until Wednesday 2nd of December. Please contact the resort on 01736 257000 for further information.
I am not a member or staying with you – can I come and swim?
We will be releasing last minute availability for swim sessions to those not staying at Una or members. These swim sessions can only be booked within 24hrs of the desired time, are subject to availability and can be done by calling 01736 257000 and speaking to one of our reception team. Prices are £7.50 per adult and £5 per child, for a 45-minute limited-capacity session.
Can I go to the spa and book treatments?
We are pleased to confirm that our spa treatment rooms will be open. Our therapists are following government guidance coupled with industry best practice and recommended systems of procedures from Elemis and we are committed to offering the very best pamper experience to residents and locals, within those guidelines.
I don’t wish to cook in my lodge, can I order take away food from Una Kitchen?
Yes, our menu will be available for takeaway collection or delivery to your lodge. No additional charge is made for delivery. All orders need to be prepaid over the phone, at the time of ordering.
Can I eat in the Restaurant and what times will I be able to dine?
We will only be permitting pre-booked reservations in Una Kitchen to ensure there is sufficient space and time for all guests to enjoy their meals. Bookings can be made online via our website Una Kitchen or by calling us 01736 257000
The rule of six
In line with the latest Government directives, our restaurant booking system will no longer be able to confirm dining reservations for more than six people. If guests have a valid reason for booking a larger table (for example where there are more than six people in a household family group, or there are additional people in an exclusive support bubble), then please contact the restaurant directly to make the reservation.
The government’s “Rule of 6” also applies to holiday accommodation in England. As we are operating a remote check in process, we are asking all those who have made a reservation to ensure that their guests fall into the above two categories (Households or legally permitted Support Bubbles).
Are you taking bookings for locals?
We are excited to, again, be welcoming locals and those not staying with us – bookings can be made via our website Una Kitchen or by calling us 01736 257000
Can we just come for a coffee or a beer?
Yes. We will have two periods a day where it is possible to book a table to come for a drink only. These are 10am-12noon and 2pm-6pm. Due to the limited number of tables as a result of social distancing rules, we’re afraid that bookings during Breakfast, Lunch and Dinner will be prioritised for those ordering food.
How are you cleaning my accommodation before and after my stay?
A stringent new approach to cleaning has been implemented and will be regularly adapted in line with government guidelines.
Do I need to wear a face covering inside the resort?
In line with the latest Government directives, face coverings should be worn in the public areas of the resort. However face coverings are not required in the restaurants or bar areas where we operate table service for food and drinks. Children up to the age of 11 are not required to wear face coverings. Further information will be provided by the resort team upon arrival.
Have you changed your T&C’s?
Yes, we have reduced your initial deposit to secure your booking to 10%. This is non-refundable and will be taken to guarantee your reservations at the time of booking. We also will require you to pay the balance of the cost two weeks prior to your arrival (it should be noted that reminders are not sent out). For further information, please view our terms and conditions.
How do I check in and check out?
The resort will be providing an in-Lodge Check in and Check out service only, to ensure guests can arrive and depart with ease. We’ve updated our pre-arrival communications to provide additional information relating to health and hygiene so that upon arrival you are fully prepared for your stay.
Are you still taking dogs?
Yes, we are very much a pet friendly resort and will continue to deep clean our pet friendly lodges as usual. Please contact us prior to booking your pet friendly accommodation to check availability.
Please can I have an update on the development?
Improvement works, including the creation of many new and exciting facilities ready for your next visit from autumn 2021, are underway on land adjacent to Una. We are doing our utmost to ensure that these works do not impact your visit, with acoustic barriers and visual screening, and remain confident that this will not detract from your stay.
I have a gift voucher to use, can the expiry date please be extended?
Vouchers with an expiry date of 31st July 2020 and before can be extended by 6 months. Please contact [email protected]