Guest Welcome Information

Important Tregenna Guest Welcome Information

 

Polite Reminder

Before you arrive, please take time to read the information provided in this Welcome Pack. This will give you all the information you need to help plan your stay at Tregenna and St Ives.

Please be patient and kind to our team and other guests alike. We are here to help you to enjoy our services but please be kind, patient and understanding with the measures we, at Tregenna, local businesses and restaurants in St Ives continue to have in place.

Please feel free to continue to wear facemasks. Although they are not mandatory, this is each individual’s personal choice, including our team members.

 

Online Check In

  • We have an online check in system in place. Please see main email.

 

What to expect when you arrive

We ask that all guests arrive at the main security entrance. This includes those arriving by transport other than car. A member of our super friendly team will greet you at the entrance and give you a resort map and details of where to go next. Check in time is 15:00 for hotel guests and 16:00 for our Self-Catering guests. If staying in one of our Self-Catering Properties you will be advised via text message on the day of arrival when the property is available along with your key safe box code.

 

Resort Map

Our resort map can be found on our website and this shows the location of each of our properties and amenities.

https://s3-eu-west-1.amazonaws.com/websites-wordpress-uploads/tregenna-castle.co.uk/wp-content/uploads/2022/03/Tregenna_resort_map-Final-noreddot.pdf

 

Car Parking

Car parking is available in the following areas (please refer to the map for the closest one to your property or the hotel);

  • The car park situated before the tennis courts on the left
  • Disabled parking is available at the front of the hotel along the perimeter of the front lawn
  • The left-hand side of the driveway that runs along the side of the hotel
  • Designated spaces allocated for occupants of specific Self-Catering and Holiday Homes properties
  • The main car park situated at the rear of the hotel.

 

Self-Catering Guests – Arrival

We are continuing our successful remote check in process. Head straight to your property and you will find a key safe box next to the front door. Your code will be sent to you on the day of arrival, once your property is clean. This will be sent via text message so please ensure that we have a valid mobile number for you. Should your property require an alarm code, this will also be included within the text message.

Check in is guaranteed from 16:00

Please use your phone within your property to call us on ‘0’ or 01736 795 254, option 0, to let us know you have arrived.

 

Castle Approach Signature - Arrival

For our guests staying in the 4 & 5 bedroom Castle Approach properties, you receive the gate code along with the key box code via SMS on the day of arrival. Alternatively, we can provide a key fob for the gate however you will need to come to Reception in the hotel to obtain this. This will require a £20.00 refundable deposit along with a signature in and out.

 

Hotel guests – Arrival

All hotel guests are to check in at the main hotel reception and a member of our team will be pleased to greet you where you will be given your key and any relevant information for your stay.

Check in is guaranteed from 15:00

 

House Keeping Services

Before your stay, your accommodation will be serviced with professional grade disinfectant. All our house-keeping team will be wearing appropriate PPE. We will allow plenty of time between guest’s departures and arrivals and ask that on departure you open the windows to allow the air to circulate before our house-keeping team arrives.

Due to continuing acute staffing shortages, we will unfortunately not be able to clean/service your property mid-stay. Please contact Reception/Housekeeping if you require fresh towels or in room amenities or if you would like your bins emptied. We will be happy to help. We do apologise for this inconvenience.

 

Departure

For guests staying in self-catering, please return the key to the key safe outside your property and let Reception know when you are leaving so the Housekeeping team can start the cleaning process.

For our Castle Approach guests, please return the gate fob (if this option is taken) to reception to sign out and collect the deposit.

For hotel guests, please check out at Reception as usual.

 

 

Dining

We are delighted to announce that our new restaurant Godrevy View and Olives, a small plates and cocktails bar, are now open.

Olives (& Brunel Lounge for additional seating) will be open between 10:00 to 23:00 for drinks with lunch being served between 12:00 and 17:00, Afternoon Tea served between 12:30 and 16:00 and small plates served between 18:00 and 21:00

Godrevy View will be available for dinner, served from 17:00 with last orders at 21:00. Pre-booking is advised however we will try to accommodate walk-in reservations where possible.

Alternatively, we will have a takeaway menu available which will be available to collect from Olives. Just give us a call on 01736 791191 or 3024 (when checked in) and we will be happy to assist.

 

Please feel free to book your table for Lunch or Dinner in advance on the following link:

https://www.tregenna-castle.co.uk/food-drink/

 

Unfortunately, our Lounge Bar is now closed as this area now forms part of our new restaurant, Godrevy View. Please use the Brunel Lounge to relax in instead.

 

Cancellations – Due to a large number of guests not arriving for their reservations and other guests being turned away, a charge of £10.00 per person will be applied to your room bill in the case of a no-show or late cancellation. Cancellations can be made up to 14:00 on each day without charge.

Please email hotel@tregenna-castle.co.uk to confirm your cancellation.

 

Breakfast times are between 07:45 to 10:00 and we have reverted to the much loved, buffet service. We are taking timed bookings for breakfast so that numbers can be managed comfortably and so that no queuing occurs.

For those that don’t have breakfast included in their rate, breakfast costs £16.00 per adult and half price for children up to and including 15 years of age.

 

Maintenance Call Out Procedure

For any urgent maintenance issues, please call the Reception team and leave detail of the issue along with a contact phone number. A member of our maintenance team will then visit your room/property to endeavour to rectify the issue.

 

Resort Facilities

We offer 72 acres of woodland and open space right on your doorstep, perfect for exploring or enjoying a picnic or sunbathe on the grounds.

  • We have 18 holes of the golf course are open for you to enjoy. There is an additional charge of £15.00 per person for using this facility. This is available during daylight hours.
  • Our indoor pool is open – The swimming pool is limited by capacity (by Cornwall Council) and if it is full then we cannot allow any more swimmers. We are recommending a maximum of an hour swimming each time to allow others to swim. Please head to the Leisure Centre on the lower ground floor to swim. No bookings are needed. This is available from 08:30 to 19:00 (last admission 18:30)
  • Our seasonal outdoor swimming pool is now open.
  • Please note that we no longer have a sauna and steam room (as of March 2020).
  • The gym is available for use and is open from 08:30 to 19:00. An induction form will need to be completed before use. (Last admission 30 minutes before closing).
  • The Tennis courts are open and you can hire rackets and balls but we do encourage you bring your own if you can. These are available during daylight hours.
  • Our Croquet lawn is available to use on a first come first serve basis and the equipment is available for free hire. Please contact reception.
  • Table Tennis is located in the children’s play area.
  • The Badminton court can be booked on an hourly basis, please contact reception for details.
  • Castle Beauty is now open for treatments. It is available from Wednesday to Saturday inclusive between 9am to 5pm. Please contact them direct on castle.beauty@tregenna-castle.co.uk to find out more.
  • The Woodland Walk throughout the resort is always available, please ensure you wear appropriate footwear. There is no lighting on some areas of the Woodland Walk.

 

Top Tips for a fantastic Holiday

  • Pre-book all the things you would like to do before you arrive. New policies mean that most restaurants, attractions etc. are pre-book only and have a reduced number of customers at any one time. Don’t miss out on your favourite day out!
  • Keep an eye out for our Events page on our website. This showcases events both in the hotel as well as locally along with things to do. (https://www.tregenna-castle.co.uk/events/ )
  • Please remember to be kind to those working hard to provide a memorable holiday. We are trying not to have restrictions in place however there may be occasions, due to staff shortages, where we cannot offer everything that we would like to do so.

 

Departure

  • For those staying in Self-Catering properties, when departing, please lock the property and leave your key back in the key safe where you originally found it.
  • Please contact the hotel on 01736 795254, option 0 as soon as possible after departure so that we can task our housekeeping team with “fogging” and cleaning the property for the next guests.
  • If staying in the hotel, please check out as usual at Reception.

 

After these months of lockdown and restrictions, we truly hope that you enjoy your stay at Tregenna. We are acutely aware that Covid is still and will continue to be a presence so we please ask for your patience during your stay as we adapt how we work. We understand that frustration can occur but we cannot tolerate any abusive behaviour towards our staff and we may ask you to leave if that occurs.

 

Wifi Information – Tregenna Guest – Password is tregennaguest

Pedestrian Gate code for the gate at the bottom of the resort – 0144 (arrow)

Pedestrian Gate code for Belyars Lane - 3042

We hope that you have an enjoyable time using our facilities.

Yeghes Da!