Terms & Conditions

These Terms & conditions apply to all bookings made for English Lakes Hotels Resorts & Venues made online via our web booking system and over the telephone. Please familiarise yourself with these terms before making a booking.

English Lakes Hotels Resorts & Venues - The current situation

Our hotels and restaurants are currently open but are expecting all except Lancaster House to close from Thursday 5th November until Wednesday 2nd December 2020. Click the link below to see our full policy on cancellations and amendments for that period if you have a booking at any of our venues.  Until 5th November and after the 2nd December when we reopen you will be able to read how we are making sure all guest stays are safe and enjoyable.

Terms & Conditions

Last Updated: 31/10/2020

1. Deposits/General Terms.

2. Amendments & Cancellations.

3. Dinner Bookings.

4. VAT.

5. Final Payment.

6. Single Occupancy.

7. Children.

8. Dogs.

9. Arrival & Departure Times.

10. Special Requirements.

11. Special Requests.

12. About Your Privacy.

13. Security.

14. Your Booking.

15. Weddings.

16. Guest Behaviour.

17. Parking.

18. Health Club and Spa at Low Wood Bay Resort & Spa

19. Information on COVID-19

1. Deposits/General Terms

1a. Best flexible rate:

At the time of confirmation a £100 deposit per room is required, unless the total amount is lower, in which case the full amount will be charged. Bookings made within 48 hours of arrival require full pre-payment at the time of the booking.

1b. Advance Purchase Rates: 

At the time of confirmation full pre-payment per room is required. All advance purchase bookings are non-refundable and non-transferable.

1c. Special Offers:

Full pre-payment is taken at the time of booking and is non-refundable and non- transferable.

All offer prices are as stated and are not available in conjunction with any other offer or discount and are strictly subject to limited availability.

Bank holiday dates are excluded from all offers.

Long Stay Special Offer

Full pre-payment taken at the time of booking is non-refundable but dates are transferable from up to 48 hours before arrival.

4 nights must be booked to get 5th night free

5 nights must be booked to get 6th and 7th night free. 

Maximum of 2 nights extra free. 

All reservations are subject to availability.

Cheapest night free

Offer is available on all packages and special offers

Available on stays until 30th November 2021.

Offer ends 30th November 2021.

Seasonal Special Offer

The rate offered for this package will be the best price at the time of booking depending on availability and is based on the number of people sharing the room, our rates do change depending on our demand our offers also do the same.

The from price shown for this 2 night special is based on 2 sharing with Dinner on 1st night, Bed and Breakfast, the price was taken from the lowest demand time.

We recommended that you pre-book your dinner in advance of arrival.

Offer available until 31st March 2021

Low Wood Bay Dinner in the Windermere restaurant – Is based on a 3 course dinner, some dishes may carry a supplement

Waterhead Dinner in the Bar and Grill restaurant – Adults are allocated a £32.00 per person allowance from the All Day Bar & Grill menu.

The Wild Boar Dinner in the Wild Boar restaurant – Adults are allocated a £32.00 per person allowance from the Dinner menu.

The Midland Dinner in the Terrace restaurant – Is based on a 3 course dinner, some dishes may carry a supplement

Lancaster House Dinner in the Food Works restaurant – Adults are allocated a £31.50 per person allowance from the Dinner menu.

Children Ages 3 to 15 with Dinner from the Sam’s Menu.

Based on the 2 person rates Sole Occupancy is minus £52.00 – Check availability for actual sole occupancy price.

These terms are in addition to English Lakes Hotels standard booking terms and conditions.

Essential and Key Workers Room Only Rate

Full pre-payment will be taken at the time of booking with cancellation up to 48 hours prior to arrival.

For sole occupancy bookings for essential and key workers only.

Guests will be asked to sign a disclaimer on arrival to confirm they are an essential, critical or key worker.

No areas of the property will be open, purely a room only rate.

These terms are in addition to English Lakes Hotels standard booking terms and conditions.

Low Wood Bay Spa Break Offer

Adult only package

Package rates flex depending on availability and room type.

If more than 1 night is booked you will receive dinner, bed and breakfast for each night booked plus 1 Thermal Journey per person per stay.

Price stated is based on 2 adults sharing a twin/double room.

Thermal Journey must be booked prior to arrival at the The Spa at Low Wood Bay to avoid disappointment.

Dinner bookings must be booked at either The Windermere or Blue Smoke on the Bay prior to arrival to avoid disappointment.

Please note Spa Break packages are unavailable to Willow room guests.

City & Seaside Offer - Lancaster House

Offer is for Room Only

Available on dates from 14th September 2020 until 1st January 2021. Excluding dates between 23rd December 2020 and 1st January 2021. 

Full pre-payment required on booking

Non-refundable

20% discount on food and drink only available between check-in and check-out dates. 

Sandpiper Club access must be pre-booked prior to arrival. 

These terms are in addition to English Lakes Hotels standard booking terms and conditions.

Reasons to Return Special Offer

At the time of confirmation a £100 deposit per room is required, unless the total amount is lower, in which case the full amount will be charged. Bookings made within 48 hours of arrival require full pre-payment at the time of the booking.

Offer is valid for 21 days after your departure date. 

Discount is available to spend at any English Lakes Hotel within the specified time frame in your post-stay email.

Discount applicable to the stay dates stated in the email only. 

Valid for 1 booking per person

Offer can only be redeemed online using the English Lakes Hotels web booking system. 

Discount only applies to room element of the package. All other package elements including food & drink and Spa elements are excluded from the discount. 

Offer can only be used with the unique link provided in the post-stay email. These links cannot be replicated if email is deleted or lost. 

All other package terms & conditions apply. 

Winter Sale - Low Wood Bay Resort & Spa

Subject to availability

Offer only available on Willow Rooms for 2 or 3 night stays

Free cancellation available if cancelled at least 48 hours prior to arrival

Full pre-payment taken at the time of booking 

No Spa access is included and must be added as an extra after booking and is subject to availability

Health Club access is included but MUST be pre-booked prior to arrival and is subject to availability. 

All other special offer terms apply. 

1c. Festive Package Deposits:

50% of balance due by Thursday 12th November. This payment can be transferred to another booking within 12 months should you need to cancel for any reason.

The final balance is to be settled 7 days prior to arrival. This portion of the payment can be refunded for any reason up to the day of arrival.

1d. Low Wood Bay Best Flexible Resort Rate:

£60.00 per night is added to the Bed and Breakfast rate, this rate Includes Breakfast plus £75.00 per day allowance to spend on anything within the resort. At the time of confirmation a £100 deposit per room is required. Bookings made within 48 hours of arrival require full pre-payment at the time of the booking.

2. Amendments / Cancellation

2a. Best Flexible Rate

Amendments to a booking on the best flexible rate means that as rates change therefore your new date may be selling at a different price and charges may apply.

2b. Special Offers/ Advance Purchase Rates:

For current bookings we will hold the payment as a deposit and allow the booking to be transferred to a later date within 12 months of the original booking. Note: The rate will be based on the new date and the payment moved to the new reservation as a deposit.

2c. The Spa at Low Wood Bay

All spa bookings for treatments or spa days can be transferred to another date within 12 months of the original booking or any monies paid to be credited to the account for 12 months. Any cancellations will still be bound by our current spa cancellation policy outlined below

Cancellation within 7 days of arrival date: Full payment

Cancellation between 7 and 30 days of arrival date: 50%

Cancellation with more than 30 days before arrival date: 25%

The Spa at Low Wood Bay 

Spa Break Packages

Spa Break guests booked can transfer their break within 6 months of the arrival date. 

Or, Spa Break guests can on the same dates under a dinner, bed and breakfast package with a £90 credit to spend during your stay in lieu of a Thermal Journey Spa Day. 

Spa Day/Treatment Bookings

Spa Day guests or treatment bookings can transfer their booking to another date within 12 months of the original booking. Otherwise normal cancellation terms apply

Cancellation within 7 days of arrival date: Full payment

Cancellation between 7 and 30 days of arrival date: 50%

Cancellation with more than 30 days before arrival date: 25%

2d. Best Flexible Rate:

Change of Date

There is no charge if you wish to amend your booking, provided that a minimum of 48 hours notice is given prior to the arrival date. The deposit paid can be held until a new date is booked as long as the new date is no later than 6 months after the original date. Booking on the best flexible rate means that rates change therefore your new date may be selling at a different price and charges may apply.

Cancellation

Provided a minimum of 48 hours notice is given prior to the arrival date, the deposit paid can be refunded if no alternative booking date is required.

2e. Special Offers/ Advance Purchase:

Reservations made on a special offer or advance purchase rates are non-refundable and non-transferable.

For any unforeseen circumstances you are advised to take out appropriate travel insurance.

2f. Festive Package Cancellations:

50% of balance due by Thursday 12th November. This payment can be transferred to another booking within 12 months should you need to cancel for any reason.

The final balance is to be settled 7 days prior to arrival. This portion of the payment can be refunded for any reason up to the day of arrival.

Flexible Enhanced Deposit Cancellations
Deposit 

At time of booking £100.00 per Adult is taken plus an additional non-refundable payment of £150 per Adult for enhanced flexible terms.

Booking within the 12 weeks full pre payment will be due plus the £150.00 per Adult for enhanced flexible terms.

Festive Package Cancellations

Any payment (other than the enhanced flexible term payment of £150.00 per adult) now becomes refundable *for any reason* up to 10 days prior to arrival.

I.e. the Enhanced Flexible terms means Guests may cancel up to 10 days prior to arrival with the only penalty being the £150 per adult payment for the enhanced terms making the £150 per person non-refundable or paid back under any circumstance.

For all guests we believe travel insurance should be considered.

2g. For Guests Staying with us Between 5th November - 2nd December 2020. 

Best Flexible Rate

You may transfer the dates of your booking within 12 months or get a full refund up to 48 hours prior to your arrival. Within 48 hours of arrival you may transfer you dates within 12 months or put your booking on hold for up to 12 months. 

Advanced Purchase Rates and Special Offers

You may transfer the dates of your booking within 12 months of your arrival date OR put your booking on hold to re-book for up to 12 months

 

3 Dinner Bookings

Due to the varied menus available at each English Lakes restaurant, bookings that include a dinner as part of the Best flexible rate or special offer carry different dinner allowance rules at each hotel. These allowances are as follows:

  • At Lancaster House, dinner is served in The Foodworks with a dinner allowance of up to £31.50 per person, per dinner.
  • At The Midland, dinner is served in The Sun Terrace Restaurant with up to 3 courses per person, per dinner. Some dishes may carry an additional supplement.
  • At Waterhead, dinner is served in The Bar & Grill Restaurant with up to 3 courses per person, per dinner. Some dishes may carry an additional supplement.
  • At The Wild Boar, dinner is served in The Grill and Smokehouse Restaurant with a dinner allowance of up to £32.00 per person, per dinner.
  • At Low Wood Bay we offer Bed & Breakfast Resort Rate this includes B&B plus £75.00 per day allowance to spend on anything within the resort. Those on a special offer where dinner is included please note a £31.00 per Adult allowance is given and is to be taken from either the Windermere Restaurant or The Blue Smoke on the Bay Restaurant.

Any drink or additional food will be charged as taken. It is advised that you contact the hotel to make a dinner reservation for your preferred dining time.

4. VAT

VAT is included at the current prevailing rate unless otherwise stated.

5. Final Payment

The balance of the cost of your booking to be settled on arrival, any extras to be paid for on departure. Credit facilities are not available unless prior arrangement has been made with the hotel.

6. Single Occupancy

All rooms are Double / Twin. Rates shown are based on 2 people sharing.

For Single occupancy the cost of one Breakfast is deducted from the double room bed & breakfast price (plus one dinner from the equivalent double room dinner, bed and breakfast price).

7. Children

Children aged 15 and under sharing a room with 2 full paying adults are charged a nightly supplement. Children are offered the Children’s menu when booked on a Dinner Bed and Breakfast basis. A further charge will apply if the child orders from the main restaurant menu. Children occupying their own rooms are charged at the full adult rate.

8. Dogs

Well behaved dogs are welcome in certain areas of each property. Dogs must not be left unattended. The hotels charge £20.00 per night with a maximum of 2 dogs in a room.

We do not accept dogs for bookings for Oak Suites at Low Wood Bay Resort & Spa.

Winander Club rooms and facilities are exclusive to humans, we are sorry, pets are not permitted.

9. Arrival & Departure Times

Bedrooms are usually available for occupation from 3pm on the day of arrival and we request that they are vacated by 11am on the day of departure. Late checkout charge: £20.00 per hour, this agreement is subject to availability and must be pre-arranged with reception.

10. Special Requirements

Please advise the property of any specific dietary needs, mobility issues, or other specific requirements you may have prior to arrival.

11. Special Requests

Whilst every effort is made to fulfil your requests, unfortunately we cannot guarantee to do so and failure to do so will not constitute a breach of contract.

12. About your Privacy

We respect and value your privacy. We will never pass your contact details to third parties for the purposes of sending you additional offers and services. We will only pass on information about you as an individual (as opposed to aggregate information) to third parties overseas contracted by ourselves to perform services requested by you.

We have a separate privacy and cookie policy which outlines the information we collect and why.

13. Security

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

(The web bookings system is a secure website which is protected by the latest 128-bit SSL encryption.)

14. Your Booking

If making a reservation in an English Lakes property, the contract for your stay is with English Lakes, Registered Office: English Lakes Hotels Ltd, Low Wood, Windermere, Cumbria, LA23 1LP: Registered in England No. 1420143

15. Weddings

Exclusive Use Wedding Package at Waterhead Hotel

November - February 
  1. Bedroom prices are per room per night bed and breakfast based on 2 adults sharing a double or twin bedroom. 
  2. All bedroom standards are the same price.
  3. Package is subject to availability, and does not include Christmas and New Year residential package dates.
  4. There is no reduction in package price if numbers are below 50. Upgrades on menus and drinks packages are available at a supplement.
  5. Maximum numbers 80.
March - October 
  1. Bedroom prices are per room per night bed and breakfast based on 2 adults sharing a double or twin bedroom. 
  2. All bedroom standards are the same price.
  3. Package is subject to availability.
  4. Upgrades on menus and drinks packages are available at a supplement.
  5. Minimum numbers 40, maximum numbers 80.
  6. If you wish to hold your ceremony with us, ceremony room hire may be added to this package for an additional charge.

16. Guest Behaviour

Guests are requested to conduct themselves appropriately at all times and to comply with Hotel procedures and/or requests with regard to conduct and respect for other guests, the property of the Hotel, its employees and their health and safety. We respectfully ask that guests do not disrupt the comfort and enjoyment of other guests, the smooth running of the Hotel, or cause offence to other guests or our members of staff. Smoking is not permitted in any area of the Resort apart from designated external smoking areas. The use of candles or any naked flames is not permitted in bed rooms or inside any of the resort buildings.

Conduct/behaviour that we reasonably consider inappropriate/unacceptable includes but is not limited to: creating an inappropriate level of noise and/or drunken or unruly behaviour and/or any behaviour which other guests or staff find offensive in any way.

We reserve the right to refuse accommodation or services or remove you and members of your party from the Hotel if, in our reasonable opinion, we consider this provision to have been breached. Where this is the case  we shall have no obligation to refund you for lost accommodation, other services or any other loss or expense incurred. You will be held liable for any damage or loss caused by you or a member of your party. Damage caused by you or your party will be chargeable

Full payment for any such damage or loss must be paid prior to your departure. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us as a result of your actions together with all costs we incur in pursuing any claim against you.

17. Parking

Parking is £12.00 per day at all English Lakes Hotels Resorts & Venues, however if you have booked direct with our hotel reservations team or booked online with English Lakes then parking is free of charge. The fee is charged to the bill for all guests but is deducted before check out for guests who booked direct and not through a third party agent.

18. Health Club and Spa at Low Wood Bay

Health Club at Low Wood Bay

Unlimited access to the Health Club indoor facilities including; indoor heated pool, infrared sauna, steam room and indoor hot tub.

Access to over 40 indoor and outdoor fitness classes (booking essential).

Well-equipped Gymnasium.

Whatever you choose to do, you are welcome to join us in the Health Club, between 3pm on day of check in until 12 noon on your day of departure.  Simply bring your room registration card each time you visit, otherwise we cannot honour your inclusive access to the Health Club.

Access to the Health Club facilities is from check-in until 12pm on your day of departure. All guests using the Health Club facilities must bring their hotel registration card for access. 

The Spa at Low Wood Bay

Outdoor Spa

The lake view outdoor infinity pool, wood-fired sauna and outdoor hot tubs are part of The Spa at Low Wood Bay and are not included as part of the Health Club residential membership. 

Access is available to the Outdoor Spa for Spa Break* package guests and Winander Club* guests as part of their package. Guests staying in other areas of the resort under non-spa packages must book a Thermal Journey Spa Day to use the Outdoor Spa facilities. 

*Whilst we are operating under our COVID-19 Safety Policy all guests (including Spa Break Package and Winander Club guests) are required to pre-book their time slot for limited time access into the Outdoor Spa.