Frequently Asked Questions

Are you open?
We are delighted to confirm the resort is 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.

Is the pool open?
We are pleased to confirm that our swimming pool is now 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 are 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 is now 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?
We are looking forward to welcoming members back from the 21st September. We will be asking all members to pre-book allocated sessions for use of either the swimming pool or the gym. Our changing rooms will remain closed for the time being and therefore we are asking our members to arrive ready and change/shower when they return home.

Members will be contacted directly by the 8th September with further details.

I am not a member or staying with you – can I come and swim?
From the 7th September 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 have reopened. 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 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 are only 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 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 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 hotel?
In line with the latest Government directives, face coverings should be worn in the public areas of the hotels. However face coverings are not required in the restaurants, bar or lounge 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 hotel 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).

How do I check in and check out?
The resort is 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]

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.