We are delighted to let you know that we have worked hard to ensure everything is ready to open our doors safely once again and we can't wait to welcome you back.
Pre and post 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 are following all government guidelines. We will respond promptly to any new or amended guidance issued by the Government, updating our policies accordingly.
2. On Arrival
9. Public Areas
14. Moving Forward
Please Note: Due to the fast changing environment we are in, many of these policies are subject to change as more Government advice is released in the coming weeks. Before making a booking, please familiarise yourself with this policy in full. Thankyou for your understanding.
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.
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 assisting 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.
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.
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
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.
Bars & Restaurants
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.
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.
Spa & Health Club Facilities
Due to the most recent government announcement on the 23rd June it was stated that Spa, Health Club and swimming pool facilities will NOT be reopening until further notice. Therefore The Spa and Health Club at Low Wood Bay and the Sandpiper Club at Lancaster House will not be reopening with the rest of the hotels.
Cancellations for Spa Breaks, Spa Days and Treatments
- Guests booked on Spa Breaks, Spa Day and Spa Treatments will be able to transfer their booking dates to anytime in the next 12 months (subject to availability)
- Overnight guests booked on all other rates or special offers, normal cancellation terms apply.
- Find the full T&C's here.
We will update this policy as soon as we know more information.
Watersports at Low Wood Bay
The Watersports Centre at Low Wood Bay is due to reopen from Wednesday 8th July at 9am.
Opening hours will are Wednesday - Sunday: 9am - 8pm
Activities that will be available are;
- Motor Boats
Self-hire only, no instruction available until further notice.
All equipment hired by half day only (4 hours) for morning, afternoon or evening sessions.
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 centre.
Payment by card only, no cash.
Changing rooms are single use only, please try and arrive ready to go to reduce waiting times.
Call the centre to book on 015394 39441
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.
Enhanced Cleaning and Hygiene Protocols
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 Suppliers
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.
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.
Our Cancellation Policy
Please refer to our updated cancellation policy which has been amended to allow more flexibility when booking so you can book with confidence.
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.