During these uncertain times, we ask that all of our guests follow the guidance set out by the Welsh Government. If you or any of your party have any of the below symptoms, please do not enter the hotel and follow the self-isolation guidance and apply for a coronavirus test.

  1. A high temperature: this means you feel hot to touch on your chest or back (you do not need to measure your temperature)
  2. A new, continuous cough: this means coughing a lot for more than an hour, or 3 or more coughing episodes in 24 hours (if you usually have a cough, it may be worse than usual)
  3. A loss or change to your sense of smell or taste: this means you’ve noticed you cannot smell or taste anything, or things smell or taste different to normal.

(Course: The Welsh Government)

Cancellation Policy:

The Coal Exchange will be flexible with future hotel bookings, bookings made until 31st August can be modified or cancelled without charge up to 7 days before arrival.

We understand that closer to your date, you may be exposed to COVID-19 and be asked to self isolate, we do ask that you contact us as soon as possible to arrange the next steps for your booking.

Track, Trace & Protect:

In line with the COVID-19 Government guidelines, all visitors are required to register their details with us upon entering the hotel.

This is very quick and easy to do, all you need to do is scan the QR code that is displayed at the entrance with your phone and complete the short form.

If you are visiting within a group, contact details will be required for one person from each household. Where appropriate, guests will be required to to provide ID to verify their name and address when providing their details.

Face Coverings:

Face coverings must be worn in all indoor public spaces as per the Welsh Governments regulations on face coverings. Face coverings may be removed when seated to eat and drink.

For guidance, below are examples of when guests are required to wear a face covering:

– Upon arrival and check-in and when making your way to your room

– When using any corridors, lifts and stairways

– When making your way from your room to one of our restaurants and bars.

– When sitting in the lobby or another public area, and not eating or drinking

– When checking out and departing the hotel

We are mindful that there are some circumstances and health exemptions where guests may not be required to wear a face covering, and that the reasons for this may not always be visible.

Check in:

Prior to your arrival, we will reduce the physical check in process by offering online check in and a member of our team will contact you to confirm details of your stay.

When arriving at the hotel, guests will be required to report to the reception desk to pay a £25 pre authorisation an provide ID for of the lead booker.

All guests are required to confirm their good health and absence of symptoms of Coronavirus.

Check-in time (from) 3pm.

Our team will work hard to ensure queues will be minimal and fast moving.

– Where small queues do form, there are clear physical distancing measures in place.

– Perspex screens have been added to reception desks to protect staff and guests in locations where direct face to face interaction is unavoidable.

– Temperature check will be required at entry points.

– Our luggage handling services are not currently available.

– Guests will be able to check-in digitally using their mobile device from May.

– Express contactless checkout with drop-boxes are available, keys deposited in these boxes will be disinfected prior to reuse.

Your Accommodation:

Bedroom occupancy will be capped to comply with the latest Government advice – as of Monday 7th June we will allow guest to share accommodation who are form one household or or are from 2 other extended households – this means only three households are able to share accommodation  Prior to check-in a member of the team will confirm this and guests will need to confirm this on check-in. (ID will be required on check in to confirm households)

In occurrences where guest are staying for a long period of time, a member of the team will confirm on check-in if the you require the room to be cleaned between stays, please provide a time between 10:00am and 13:00pm on check-in to the reception team. We do require that the bedroom is vacant at the time of cleaning to reduce close contact with staff members. Fresh towels and amenities can be provided on request.

It is down to the guest to ensure their booking abides by the Welsh Government guidelines. Guests may only attend their reservation if they are symptom-free of COVID-19, and are not self-isolating.

Social Distancing:

We have installed a one-way system directing guests around the hotel and we have clear social distancing markings in all public spaces.

All guests will be advised on the need to practice social distancing from other guests and our team members throughout their stay. There will be visual reminders of these requirements in all appropriate places.

Elevators should only be occupied by guests staying in the same room at any one time. Hand Sanitisers are available to clean elevator buttons between users.

Use of staircases will be encouraged as an alternative with designated staircases for upward and downward travel.

Where possible, we will implement one-way systems, with public areas clearly marked to indicate direction of travel and safe distancing guidelines. Where a one-way system is not achievable, guests will be advised to practice social distancing.

Throughout the hotel, there is clear signage to communicate the measures in place and staff members will monitor guest behaviour. All staff will be required to wear face masks in public areas, and we would encourage our guests to do the same.

Cleaning and sanitising protocols:

Vigorous cleaning and sanitising protocols, focused on High Impact Touchpoint (HIT) in bedrooms and public areas.

Cleanliness and hygiene has always been one of our top priorities – our team are working hard with our housekeeping partner HSG Hotel Services to ensure cleaning protocols in bedrooms and all public areas will be strengthened to focus on High Impact Touchpoint (HIT) cleaning as a result of the COVID 19 pandemic.

Cleaning of bedrooms for guests who are staying with us for multiple nights will be offered at check-in and guests must vacate the room whilst it is cleaned.

During this time, handset phones have been removed and remotes for our TV and heaters will be issued on check in.

When checking out, deposit boxes will be placed on the reception desk for room keys and remotes, that will be deep cleaned by one member of staff before being reissued.

For guests who wish to dine and drink in their room, our room service app is available throughout your stay, details on opening times and menus can be found in your room.

Staff Training:

All staff before returning to work will undergo advanced training depending on their department. All staff will be issued with appropriate Personal Protective Equipment in line with the guidance from the Welsh Government.

All staff, will practice social distancing between themselves as well as guests, in situations where social distancing is limited. Staff will reduce their time spent together.


Throughout the hotel we strongly advise the use of contactless payments, Cash payments are still accepted and staff have been trained on the cleaning process after handling cash.

Card Pre-authorisation

A £25, credit/debit card pre-authorisation will be required at the time of check-in, Pre-authorisation amounts are reserved funds which will reduce your available balance, these may show on your statements. Pre-authorisation amounts are held by your card issuer, at check-out the reserved funds or credits will be released by the hotel, the processing time varies with different card issuers.

Complaints and Comments:

Any complaint or comment regarding a stay should be made in the first instance to the hotel’s duty manager at the time of your stay so that it can be resolved at the time. Problems which cannot be resolved there and then should be notified via email to