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Jurys Inn unveils customer commitment charter ahead of Scottish hotels reopening

Jurys Inn and Leonardo Hotels UK and Ireland has announced a new customer commitment charter in preparation for reopening its hotels in Scotland in the coming weeks.

The charter is in response to the current Covid-19 restrictions, with the group implementing a detailed ‘Stay Safe, Stay Happy’ five-point plan outlining the “enhanced measures” it is undertaking to ensure the safety of guests and employees.

The charter covers: hygiene, social distancing, cashless operation, food and beverage delivery, and training.

In developing the detailed plan, the group said it worked closely with the Environmental Health Organisation, as well as implementing the guidance issued by the World Health Organisation to ensure health and safety measures are in line with the highest possible standards.

The group added that the new measures will be “rigorously applied” across the group’s 48 hotels and corporate offices in the UK and Ireland. 

Jurys Inn and Leonardo hotels UK and Ireland is also working in partnership with its supplier, Ecolab, on introducing the recommended deep cleaning products and processes to enhance cleanliness standards across all areas of its hotels.

The group intends to open hotels across Ireland from 20 July, and the remaining hotels in the UK at later stages – with a phased reopening plan based on guidance from health authorities and the UK/ Scottish government. 

The five-point customer commitment charter includes:


  • Use of Ecolab disinfectant products that are proven to be effective against Covid-19
  •  Sanitising stations in key areas such as lobbies, receptions, lifts and back of house
  •   Deep cleaning protocols in place
  •  Increased cleaning of frequently touched items and surfaces in bedrooms and minimum printed material
  • Increased bedroom checks by Senior Management

Social distancing

Social distancing will be practiced in each hotel by encouraging 2m (6ft) distance between guests; including the following measures:

  • The group will be operating a minimum check-out/check-in to limit close contact within the hotel
  • Online check-In will be available at all hotels on re-opening
  • 2m floor markings will be in every reception
  • Protective screens at all reception desks
  • Lifts should only be used by one person or guests known to each other only

Cashless operation 

All hotels will be operating as Cashless – this will include food and beverage departments:

 Cards only at this time

  • Debit/credit cards will be charged on check-in for the cost of the stay
  • Any additional costs during the stay will be charged as consumed

Food and beverage

All hotels will be operating a reduced food and beverage offering, which will be detailed in a welcome letter in each bedroom upon arrival:

  • All menus will be available to view online whilst providing a limited 24hr room service
  • Breakfast will be made available as a continental option delivered to the room
  • Contactless room service will be available
  • Appropriate hygienic delivery methods will be in place for our food & beverage offering

All staff have also received additional training. Working alongside the Environmental Health Organisation, the group has ensured best practices and standards for housekeeping are in place and that staff are “well prepared” to keep guests safe for the duration of their stay. 

Jason Carruthers, MD of Jurys Inn and Leonardo Hotels UK and Ireland, said: “Our utmost priority remains the health, safety and wellbeing of our guests, team members and the wider community during these unprecedented times. Ensuring we respond and innovate now to meet the new mindset and environment will be critical as we help mitigate the spread of Covid-19.

“I’m therefore delighted to launch our new customer commitment charter, which will ensure we keep everyone safe, and help us to navigate the road ahead as we look to open our doors again to our valued guests and people.”

He added: “We’ve worked hard to ensure we’ve implemented the most relevant mitigating actions and precautionary measures to help prevent the spread of the virus within our hotels and across all of our operations buildings – wherever our teams and guests are.”

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