Covid-19 Policies and Important Information

The Covid-19 situation is an ever changing issue. In order to protect our guests and ourselves, we have been keeping a very close eye on all developments and recommendations. As the virus spreads, travel to certain areas is not recommended. Accordingly, if you are traveling from one of the restricted states or countries into New York state, we ask that you postpone your visit, or comply with all quarantine requirements prior to arrival. Please see the updated list and requirements of the New York State Department of Health here. If you are required to provide a Traveler Health Form, please complete the form with the current date and print the completed form to be provided at the time of check-in.

Your reservation acts as your certification that you have complied or will comply with all travel and/or quarantine requirements of New York state or local laws. Accordingly, if you feel that you are not able to comply with these requirements, or with our rules regarding social distancing or face masks, with ask that you make accomodations elsewhere. Of course, feel free to contact us directly so that questions or concerns may be clarified before you complete your reservation.

The safety and well-being of our guests and staff are the highest priority at Sutherland House. While we have always maintained the highest standards of cleanliness, we are taking additional precautions to reduce the risk of exposure to Covid-19 pathogens.  We have put into place essential preparatory and prevention measures to our already topflight housekeeping processes, ranging from increased cleaning and sanitizing frequency, adjustments in the manner we serve breakfast, and monitoring our very small staff. Please also note that we have also modified our rooms to temporarily remove excess decorative items, such as decorative pillows, comforters, and knickknacks, so the rooms will appear a bit different than the photos on our website. We are doing everything we can to ensure our guests have a safe and pleasant stay.

Further, Sutherland House is following the American Hotel & Lodging Association (AHLA) “Safe Stay” guidelines, endorsed by the New York State Hospitality & Tourism Association. Consistent with the AHLA and CDC guidelines, following is just a few of the numerous measures we have instituted to keep our guests and our staff safe and healthy:

  • All guest rooms are disinfected and sanitized from top to bottom after each guests’ stay.
  • All linens are laundered in the hottest water possible. All pillows are sanitized after each guests’ stay, and encased in double layer of pillow protectors. All mattresses are covered with a second mattress cover so that they are changed and sanitized after each guest.
  • We engage in more frequent disinfecting of high touch areas in the common/public areas. 
  • We have placed powerful Blue Pure 211 air purifiers, which uses a combination of electrostatic and mechanical filtration, in the dining rooms and parlor, to assist air exchange in those areas. Air purifiers are also used while cleaning and disinfecting the guest rooms, prior to check-in.
  • In season, we utilize individual air conditioning units in all guest rooms and common areas, so that there is no “shared” air exchange. In the winter, our heat is provided by hot water baseboard heat, rather than a “forced air” or central hvac system, so that again there is no “shared” air exchange.
  • Hand sanitizer stations have been placed in several public areas of the inn. Please make use of these upon each entry into Sutherland House.
  • We have suspending housekeeping services, so that no one will be entering your room during your stay. Fresh towels and amenities will be replaced upon request, as well as trash removal.
  • All guests shall wear their personal mask while interacting with other guests and staff in the common areas, when social distancing is not possible.
  • We ask that all guests respect and adhere to the requirements for social distancing.
  • All staff will wear a mask when interacting with guests, while in the common areas, and while serving breakfast.

If you have been exposed to COVID-19 recently or have symptoms of COVID-19 (fever, cough, or shortness of breath), please help us keep everyone safe by rescheduling your stay.


Breakfast

Breakfast is part of the overall experience of staying at a bed and breakfast, and at Sutherland House, breakfast is always a special event. However, at this time, it has been necessary to alter our formal breakfast protocol. While our breakfast is as delicious and as bountiful as ever, we have changed the manner in which we serve our guests.

In order to comply with social distancing guidelines and requirements, while we will continue to serve a full breakfast at 9:00 a.m., we will not seat all guests together in the main dining room. We will be utilizing alternate locations (our second dining room and our parlor) so that everyone has sufficient space. 

Alternatively, you may choose to have a simple continental breakfast tray, consisting of fresh fruit, yogurt with granola, hard boiled eggs, a baked good of the day, and juice, delivered to your room or to outside areas (in season) with arrangements in advance.

If any guest feels they would not be comfortable having breakfast in accordance with those arrangements, or if you would simply like to sleep in, you may opt out of breakfast with advance notice. We will deduct the amount of $15 per day for the “no breakfast” rate. Please contact us prior to making your reservation so that we may adjust your room rate.


Cancellations

For the time being, we have relaxed our cancellation policy. If a reservation is cancelled at least 4 days prior to your stay you have two options: 

1) We will charge a $25.00 cancellation fee per room and refund the balance of your deposit, or

2) If you prefer, your full deposit will be converted to a cancellation certificate which you can apply toward a future stay during the next 12 months. Please let us know which option you prefer when you cancel.

However, if the cancellation is made less than 4 days prior to your stay, you will be responsible for the entire cost of your cancelled reservation unless your room(s) is re-book for your cancelled dates. 

This policy may be changed as needed based upon travel and health restrictions. If you have any concerns regarding the cancelation policies, feel free to contact us directly.

Bookings through Online Travel Agencies such as Expedia, Booking.com, Hotels.com, and their many partners will be handled through their cancellation policies regarding Covid-19.

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3179 NY-21, Canandaigua, NY 14424 P: (585) 396-0375 E: innkeeper@sutherlandhouse.com

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