Keeping You Safe - COVID-19

Updated 23 February 2021

England is currently in a national lockdown from Wednesday 6th January. The latest government announcement (22nd February) set out the four stage plan for re-opening. The Health Club at Low Wood Bay, Sandpiper Club and The Spa at Low Wood Bay* will be re-opening on the 12th April. All our hotels and restaurants will then be re-opening from the 17th May. This is all subject to any further government announcements.

*The exact Spa facilities that will be opening is to be confirmed.

All of our Lancashire and Lake District hotels will continue to take bookings for stays from 17th May 2021 as normal both online and over the phone.

All guests who have stays or spa days booked during the national lockdown will be contacted by email or phone to discuss their bookings. We are currently operating on reduced staff so it may take some time to rearrange all bookings during this time, we thank you for your patience.

Lancaster House will continue to be open for a special room only Essential Business Travellers and Key Workers rate of £59.00 

If you have a stay booked during our closure, please contact our reservations office to handle your booking on:

0333 2203 121

Best Flexible Rate Bookings
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

Our reservations team will be on hand to handle any booking enquiries at the opening times below;
9am - 4pm
9am - 2pm

On re-opening we are committed to ensuring the welfare and safety of both you and our colleagues and have implemented a range of policies and procedures in this respect, outlined in brief below. These have been developed after a careful review of best practice from around the world and follow all Government guidelines. We continue to respond promptly to any new or amended guidance issued by the Government, updating our policies accordingly.

Quick Links

1. Before You Stay

2. On Arrival

3. Porterage

4. Guest Bedrooms

5. Contactless Payment Policy

6. Bars & Restaurants

7. Spa & Health Club facilities 

8. Watersports Centre at Low Wood Bay

9. Public Areas

10. Enhanced Cleaning Procedures 

11. Our Teams & Suppliers

12. Social Distancing

13. Our Cancellation Policy

14. Moving Forward

What can you expect?

Before your stay

We will be in contact prior to your stay to confirm all details, restaurant reservations and make all necessary arrangements to ensure your stay is as hassle-free as possible.

In addition, any guests with reservations confirmed 48 hours or earlier before arrival will be given the option of paying their balance in order to speed up the check-in process. This is to help minimise any queues at Reception upon arrival. For guests booking within 48 hours of their arrival, payment will be processed at Reception as normal.

Prior to arrival all guests will be encouraged to download our individual hotel mobile app which will give direct access to our Restaurant and Spa booking systems along with paperless menus and a full detailed guest compendium. A great way to plan your forthcoming stay.

Similarly, we encourage all guests to download the official NHS Test and Trace app to their mobile devices and regularly ’check in’ via the QR codes on display throughout our properties

Arrival | English Lakes Hotels | COVID-19

On Arrival

Please come to Reception as normal where, should you have taken advantage of the option to pre-pay in full, you will be given your room key. You'll then be directed to your allocated bedroom in order to avoid any unnecessary congestion in our Reception area. This is to minimise check-in time and assist with social distancing guidance.

Hand sanitiser stations are in place at entry points, public areas, receptions, restaurants, Health Clubs and Spas and we encourage you to use these regularly in addition to regular hand washing.

New signage has been installed to ensure Government required social distancing within the properties.

Groups of more than one household or support bubble are sadly not currently allowed to holiday with us. 

All guests are required by law to wear a face covering in our public areas unless seated at a table to eat or drink.

PorteragePorterage | English Lakes Hotels | COVID-19

Our usual porterage services will be unavailable for most guests for the foreseeable future. This is as part of our policy to ensure we limit direct contact between guests and staff as much as possible. We will still offer this service for any guests with mobility issues and staff will be equipped with the correct PPE for both guest and staff safety. If you are visiting us and will require help, please let us know when you make your booking so we can arrange this prior to your arrival. 

Guest BedroomsGuest Bedrooms | English Lakes Hotels | COVID-19

In addition to our usual high levels of cleanliness and hygiene we are introducing disinfectant ‘fogging’ machines which will be used to sanitise your room as part of our enhanced cleaning procedures. Your bedroom will then be sealed in order to confirm no staff or guests have entered since this cleaning process.

Guest bedrooms will be serviced following the second night of any stay at an agreed time when guests are not present (upon request, we are also happy to leave fresh supplies of linen and in-room consumables in sealed bags outside bedroom doors and collect any used linen so as to minimise the time spent in guest rooms).

Contactless payment policy Contactless Payment | English Lakes Hotels | COVID-19

All restaurants, bars and associated points of sale will utilise contactless payment methods. To assist in this policy, you are encouraged to open a room credit account once at the property or, alternatively, make use of card or phone app contactless payments wherever possible.

The Midland Hotel | English Lakes Hotels | COVID-19

Bars & RestaurantsCocktail Icon | English Lakes Hotels | COVID-19

All seating areas across bars and restaurants have been configured to ensure safe distancing is maintained in line with current government guidance. Tables, chairs and other surfaces will be sanitised after use.

We currently can only accept bookings from one household or support group per table or room. Mixing households or support bubbles is currently not allowed in indoor settings.

To assist with social distancing, we request all residents only use their bedroom toilet facilities wherever possible. All public facilities will be available for non-resident guests and will be subject to current social distancing guidelines and regular cleaning.

You will be asked to ‘check in’ to our bars and restaurants via the official NHS Test and Trace mobile app and our QR codes (unique to each area of the hotel), in order to comply with our new legal obligations.

Spa & Health Club Facilities

Gym & Health Club Logo | English Lakes Hotels | COVID-19

Contacting The Spa at Low Wood Bay

Please note that due to incredibly high demand for the Spa and Health Club facilities at Low Wood Bay Resort & Spa, our phone lines and emails are much busier than usual and you may have trouble getting through to a team member. The teams in the Spa and Health Club are working as hard as they possibly can to answer and respond to everyone as quickly as possible and we ask for your patience during this time.

Spa Break Package Bookings & Winander Club

If you have book a Spa Break Package or Winander Club room and would like to book your Thermal Journey/Outdoor Spa access, please call or email the Spa reception to book your time slot.

All Other Resort Stays

To reduce the demand on our phone and emails, if you have booked a Bed & Breakfast, Resort Package or Special Offer, please visit our spa booking site to check Spa availability before you call or email. If the website shows we are fully booked, then unfortunately we are fully booked for those dates.

Thank you for your patience during this time.

Our Spa and Health Club at Low Wood Bay and Sandpiper Health Club facilities will closed whilst we are in lockdown.

Please note: The beauty salon at the Sandpiper Health Club will NOT reopen. 

The following procedures applies to The Spa at Low Wood Bay, Health Club at Low Wood Bay and Sandpiper Club:

  • Our teams will be wearing necessary PPE and we will be following social distancing guidelines and stringent cleaning and disinfecting procedures.
  • Number of people accessing the Spa and Health Clubs will be limited to ensure social distancing can be applied throughout. Social distancing will apply in all areas of Health Clubs and Spas including the pools, cabins and gyms.
  • We will stagger your arrival time at the Spa and Health Clubs to avoid groups of people gathering at reception.
  • All guests will be asked to complete our health questionnaire before using the facilities and send back to us or bring it with you to your scheduled appointment.
  • Hotel Guests are asked to change into swimwear, robes and slippers in their hotel room to avoid use of the changing rooms.
  • We will be operating a distancing policy in all our pools, hot tubs and all Thermal Spaces.
  • Beds around the pool and relaxation areas will be distanced accordingly and should not be moved. Gym equipment available will also be distanced accordingly.
  • The Spa at Low Wood Bay - Drinks will be possible to order with table service only, so please take a seat and wait to be served by our Spa Tenders. Measures are in place so that you can still enjoy a drink in the Outdoor Spa area at Low Wood Bay.
  • The Spa at Low Wood Bay - The Hideaway treatment room and The Mud Room in The Spa at Low Wood Bay can only be booked for couples that live in the same household.
  • The Spa and Health Club teams have the right to ensure the guidelines are followed to keep you safe.
  • We reserve the right to ask any guests to leave who are not following the guidelines and potentially endangering others guests and staff members.
  • Health Club access will be granted on a time slot basis. Each member or guest must book a specific time to use both Health Club at Low Wood Bay and Sandpiper Club to control the amount of people using the facilities at one time.
  • We are unable to extend any time slots, so if you arrive late to your scheduled time slot we will not be able to extend it for you. This is because we will be closing the facilities after each time slot for deep cleaning before the arrival of our next guests.
  • The Spa at Low Wood Bay will be exclusive for residents of Low Wood Bay Resort & Spa and other English Lakes Hotels on weekends, non-residents can make bookings for The Spa on weekdays. 

This policy will be updated to reflect the most up to date advice from the government and may change at any time. 

Watersports at Low Wood Bay

Watersports Icon | English Lakes Hotels | COVID-19

The Watersports Centre at Low Wood Bay is open April to October. 

Opening hours will are Tuesday - Sunday: 9am - 7pm

Activities that will be available are;

  • Kayaks
  • Paddleboards
  • Canoes
  • Motor Boats
  • Sailing 

Self-hire only, no instruction available until further notice. 

Kayaks, paddle board and canoes are hired for a minimum of 2 hours. 

Motor boat hire is a minimum of 4 hours. 

All activities MUST be pre-booked  

All wet suits and buoyancy aids provided and disinfected after use. 

All equipment will be subject to extensive cleaning and disinfection before and after use. 

Social distancing guidelines apply in and around the Watersports at Low Wood Bay.

Payment by card only at the time of booking, no cash. 

Toilet facilities are single use only, changing room facilities and showers are unavailable at present. We suggest you arrive ready for your activity. 

Call the centre to book on 015394 39441

Public AreasPublic Areas | English Lakes Hotels | COVID-19

All public areas including lounge, bars, reception, and hallways are subject to social distancing guidelines. Lifts will have new maximum occupancy levels will be in place and only to be used if absolutely necessary, with priority given to our guests with mobility issues.

Sanitiser will be provided across all public areas and guests encouraged to sanitise their hands before and after use, in addition to regular cleaning by our team.

Appropriate signage will be in place across all public areas reminding guests of any specific guidelines. All guests are encouraged to take time to familiarise themselves with the regulations in place, including from 24th September, the wearing of face coverings by guests in all public areas, unless seated at a table to eat or drink.

We encourage guests to regularly ‘check in’ to their current location via the official NHS Test and Trace app and the QR codes on display within each hotel

Enhanced Cleaning and Hygiene ProtocolsEnhanced Cleaning Protocols | English Lakes Hotels | COVID-19

Appropriate personal protective equipment will be worn by all team members and changed frequently.

Updated and detailed cleaning checklists, including the use of Public Health England-accredited sanitisers for all areas, including laundry, will be followed and monitored closely.

All touch points in public areas such as door handles, lift buttons, counter tops, table tops, soft seating etc. will be sanitised throughout the day using accredited disinfectants and sanitising products.

Our disinfectant fogging machines will also be used by our overnight teams in our public and staff areas in addition to our stringent cleaning regimes for additional peace of mind.

Protocols are in place for staff in our kitchens, restaurants, bars, clubs and other food service areas to sanitise their hands every time they serve food or touch food related items.

Our Teams and SuppliersOur Teams and Suppliers | English Lakes Hotels | COVID-19

All colleagues have been fully appraised of and trained in all new protocols prior to us reopening. Each member of the team will receive appropriate and sufficient PPE prior to each working day. Staff temperature checks will be carried out regularly.

All external contractors and delivery personnel are aware of and have agreed to abide by both our company hygiene and Covid-19 security policies.

Social distancingSocial Distancing | English Lakes Hotels | COVID-19

We remind all guests to follow government guidelines on social distancing. We are making every effort to make your environment safe and reserve the right to control social distancing within our properties. Guests breaching our policies will be reminded of their responsibilities and any individuals persistently disregarding social distancing may be required to leave the property with immediate effect.

We currently can only accept bookings from one household or support group per table or room. Mixing households or support bubbles us currently not allowed in indoor settings in Tier 2, 3 or 4.

Our Cancellation PolicyThumbs Up Icon | English Lakes Hotels | COVID-19

Please refer to our updated cancellation policy which has been amended to allow more flexibility when booking so you can book with confidence. 

Moving ForwardMoving Forward | English Lakes Hotels | COVID-19

To ensure all standards and protocols are adhered to, our properties have dedicated Health and Safety Representatives tasked with monitoring standards and adherence to any new guidelines and requirements.

In addition, our standards and procedures are independently audited by Shield Safety Group Health and Safety Consultancy to ensure these remain over and above those required.

PLEASE NOTE: Many of these policies are subject to change at short notice
in line with Government announcements and advice.
Before making a booking, please familiarise yourself with this policy in full
and associated Government guidance.
Thank you for your understanding.