Frequently Asked Questions

Are you open yet?
We are delighted to confirm the resort is now open. Whilst we have enjoyed welcoming our guests back to Una, the safety of our guests and the team remains our number one priority and we will continue to adhere to the specific guidance set out for the hospitality industry. While the resort was closed, we worked extensively on our operational plans and processes in order to ensure that when we did reopen our doors, it was with complete confidence that we were able to do so safely.

Will the pool be open?
Further to the latest Government announcement, we are pleased to confirm that our swimming pool will be open from Saturday 25th July. In order to ensure the safety of our guests, once the swimming pool is open, we will be offering 1hr bookable family swim sessions. There will be 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, will they be open?
As with the swimming pool these facilities will open from Saturday 25th July. Once they have reopened, these facilities will be accessible, and each family group will have 10 minutes of private use in each heat experience during their 1hr time slot.

Will the changing rooms be open?
No, due to the layout and size of our changing rooms we will 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.  Robes will be available in lodges to help this process. Changing rooms will only be used for placing robes/shoes on the way through to the pool. There will be a hand sanitizer station in the changing areas before/after you get to the pool.

How about the gym – will this be open?
Further to the latest Government announcement, we are pleased to confirm that our gym will be open from Saturday 25th July. Once it is open again, the gym will be available to book for private family use in 1hr sessions. To enable fair use, we will ask that users visit no more frequently than once every 48hrs (though this will remain under review, allowing daily visits where possible). We will have additional sanitizing protocols and materials for self-sanitizing after use.

What is happening with my Leisure Membership?
Leisure Memberships will continue to remain paused. We will keep this under constant review, and we are targeting a date of 7th September for reopening to spa and leisure members. We will of course keep you updated and informed but if you do have any additional questions please do contact us via [email protected].

Can I go to the spa and book treatments?
Further to the latest Government announcement, we are pleased to confirm that our spa treatment rooms will be open from Friday 17th July. Once the spa is open, our therapists will be 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 full menu is now 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

Are you taking bookings for locals?
We are excited to, again, be welcoming locals and those not staying with us – bookings are now being taken and 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 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 only be 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.

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).

How do I check in and check out?
The resort will provide 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]

If there is another lockdown put in place preventing me from travelling to you, will I be entitled to a full refund?
If Una St Ives is forced to reclose, then our current terms would be extended, and refunds would be made available.  For those guests that have booked via our third-party agents and providers, we recommend that you make direct contact with them regarding any amendments to your upcoming stay.