We're Good To Go VIsit England Kitemark


We are entering Step 2 of the Governments Road Map

- Self-contained accommodation can reopen for leisure stays for groups comprising a single household/support bubble.

For further information https://www.gov.uk/government/publications/covid-19-response-spring-2021/covid-19-response-spring-2021-summary

If you have any concerns regarding a reservation you have made with us directly, please don't hesitate to get in touch if we haven't already spoken. We will be reviewing guidelines and advice from the industry agencies that lobby government on our behalf constantly over the coming weeks. We know that the majority of our guests wish to book with us so that they can holiday in a private space (unlike a hotel) and be socially responsible with regards to Covid. Whilst we are frustrated to find ourselves closed, we appreciate and respect the decision made is for the greater good and we must all do what we can to stop the spread of Covid whilst we await vaccinations.

If your booking is via Cottages.Com/Hoeseasons or Mulberry please do not panic if you cannot immediately get hold of them. We understand that they have recently added a Guests portal to their system where you can directly amend your bookings - we hope this works successfully. Typically they will contact guests with reservations commencing within the immediate next 2wks. Whilst we appreciate the frustration and worry that this can cause inundating them with numerous calls and emails only serves to slow their entire process - we have raised this an unsatisfactory level of service and hope that they will be increasing their number of customer services representatives to meet the demand in enquiries. If you have been unable to access the Guest Portal and have an upcoming scheduled payment with them that you do not wish to be automatically taken we suggest you contact your bank and request a stop on the pending transaction. We are happy to make contact on your behalf too, if required.


Maintain our 'Contactless' Check In/Out System, though we're on call with Masks if you need us.

We believe we maintain a high standard of cleanliness (paying particular attention to cross contamination) throughout Hydrangea House in normal circumstances. We do this by following a Prepare, Clean, Disinfect, Check, Reset regime but in addition we will now also be 'Fogging' the house between guests as part of our Disinfection program.

This is a vaporisation treatment that disperses a non-toxic, non-irritant, noncorrosive disinfectant into the air killing 99.99% of known viruses, bacteria and fungi including Coronavirus. The good new is, it is harmless to humans and animals. The chemical works by irreversibly binding, penetrating and immobilising bacteria, viruses and fungi so that they cannot replicate, leaving surfaces disinfected and safe to use. Look below to see how it works.

The WHO (World Health Organisation) currently recommend the removal, for the time being anyway, of all soft furnishings and other unnecessary items. It's these items though that help make our house a home, so we've decided to rotate those items that can't be easily disinfected between guests and put them in quarantine i.e. games and books. As we cannot guarantee which of these items will be in situ please feel free to bring your favourite with you to enjoy.

Thankfully the Hot Tub is not out of bounds, we use a constant flow Bromine disinfection system but please remember to follow the rules and shower before use to protect yourself and others staying with you.

We're also asking you to do your bit whilst at Hydrangea House:

- Be part of the Governments Track and Trace scheme by scanning the QR Code on arrival and then daily, via their App

- Anti-bacterial Hand Gel Station, it is recommended you use this when entering and leaving the property and continue to wash your hands frequently in between.

- We've left supplies of Disinfectant wipes, spray and gloves to use as necessary

- Tissues in every room for coughs and sneezes. Catch It - Bin It - Kill It!

- Follow the procedures detailed on our guest app if anyone becomes unwell/develops symptoms during your stay and inform us straight away

- If the weather allows, leave windows open to circulate fresh air whilst at home. PLEASE Don't forget to close them if you head out to explore Hythe

- On Departure, if you have the capacity to do so, please strip the beds and leave in a pile and dump towels & gowns on. This helps to keep our cleaning team safe too.

If you have any concerns or would simply like to discuss our cleaning regime through in more detail, don't hesitate to get in touch.

How Fogging Works Info Graphic


Recording customer details: how we use your information

To support NHS Test and Trace (which is part of the Department for Health and Social Care) in England, we have been mandated by law to collect and keep a limited record of staff, customers and visitors who come onto our premises for the purpose of contact tracing.

By maintaining records of staff, customers and visitors, and sharing these with NHS Test and Trace where requested, we can help to identify people who may have been exposed to the coronavirus.

As a customer/visitor of [insert name of business] you will be asked to provide some basic information and contact details. The following information will be collected:

  • the names of all customers or visitors
  • a contact phone number for each customer or visitor
  • date of visit and arrival time and departure time

The venue/establishment as the data controllers for the collection of your personal data, will be responsible for compliance with data protection legislation for the period of time it holds the information. When that information is requested by the NHS Test and Trace service, the service would at this point be responsible for compliance with data protection legislation for that period of time.

The NHS Test and Trace service as part of safeguarding your personal data, has in place technical, organisational and administrative security measures to protect your personal information that it receives from the venue/establishment, that it holds from loss, misuse, and unauthorised access, disclosure, alteration and destruction.

In addition, if you only interact with one member of staff during your visit, the name of the assigned staff member will be recorded alongside your information.

NHS Test and Trace have asked us to retain this information for 21 days from the date of your visit, to enable contact tracing to be carried out by NHS Test and Trace during that period. We will only share information with NHS Test and Trace if it is specifically requested by them.

For example, if another customer at the venue reported symptoms and subsequently tested positive, NHS Test and Trace can request the log of customer details for a particular time period (for example, this may be all customers who visited on a particular day or time-band, or over a 2-day period).

We will require you to complete an online Check In or scan the QR Poster on arrival.

Under government guidance, the information we collect may include information which we would not ordinarily collect from you and which we therefore collect only for the purpose of contact tracing. Information of this type will not be used for other purposes, and NHS Test and Trace will not disclose this information to any third party unless required to do so by law (for example, as a result of receiving a court order). In addition, where the information is only collected for the purpose of contact tracing, it will be destroyed by us 21 days after the date of your visit.

However, the government guidance may also cover information that we would usually collect and hold onto as part of our ordinary dealings with you (perhaps, for example, your name, date of birth and phone number). Where this is the case, this information only will continue to be held after 21 days and we will use it as we usually would, unless and until you tell us not to.

Your information will always be stored and used in compliance with the relevant data protection legislation.

The use of your information is covered by the General Data Protection Regulations Article 6 (1) (c) – a legal obligation to which we as a venue/establishment are subject to. The legal obligation to which we’re subject, means that we’re mandated by law, by a set of new regulations from the government, to co-operate with the NHS Test and Trace service, in order to help maintain a safe operating environment and to help fight any local outbreak of corona virus.

[Venue/establishment, please add text on whether or not you transfer personal data outside the UK, the EU or to anywhere else (if known).]

By law, you have a number of rights as a data subject, such as the right to be informed, the right to access information held about you and the right to rectification of any inaccurate data that we hold about you.

You have the right to request that we erase personal data about you that we hold (although this is not an absolute right).

You have the right to request that we restrict processing of personal data about you that we hold in certain circumstances.

You have the right to object to processing of personal data about you on grounds relating to your particular situation (also again this right is not absolute).

If you are unhappy or wish to complain about how your information is used, you should contact a member of staff in the first instance to resolve your issue.

If you are still not satisfied, you can complain to the Information Commissioner’s Office. Their website address is www.ico.org.uk.

Our Data protection officer is Jo Couch 07841 633344

We keep our privacy notice under regular review, and we will make new versions available on our privacy notice page on [your venue/establishment website]. This privacy notice was last updated on 16 September 2020.