Following the easing of government restrictions on 19th July, we continue to be committed to ensuring the welfare and safety of both you and our colleagues.
Keeping You Safe
Some of our previous policies and procedures have been amended in light of new Government guidance and we respond promptly to any new or amended advice, updating our policies accordingly.
2. On Arrival
8. Public Areas
13. Moving Forward
What Can You Expect?
1. 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.
2. 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.
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.
3. Guest Bedrooms
We continue to follow our enhanced cleaning procedures, servicing your room to the highest levels of cleanliness, using Public Health England-accredited sanitising products.
4. 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.
5. Bars & Restaurants
All seating areas across bars and restaurants will remain configured to ensure safe distancing is maintained for the safety and wellbeing of our guests and team. Tables will be sanitised after use.
You are encouraged to ‘check in’ to our bars and restaurants with the official NHS Test and Trace App via the displayed QR codes, unique to each area of the property.
6. Spa & Health Club Facilities
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.
The following procedures applies to The Spa at Low Wood Bay, Health Club at Low Wood Bay and Sandpiper Club:
- Our teams will continue to adopt best practice including wearing necessary PPE and we will be following social distancing guidelines and stringent cleaning and disinfecting procedures.
- 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.
- 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.
- The Spa at Low Wood Bay - Access to the Outdoor Spa is only available on a time slot basis and should be booked in advance, subject to availability.
- 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.
- 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.
7. Watersports at Low Wood Bay
The Watersports Centre at Low Wood Bay is open April to October.
Opening hours will are Monday - Sunday: 9am - 5:30pm
Activities that will be available are;
- Motor Boats
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.
Our teams will continue to adopt best practice including following social distancing guidelines, wearing necessary PPE and stringent cleaning & disinfecting.
Call the centre to book on 015394 39441
8. Public Areas
Hand sanitiser stations will be provided across all public areas and guests are encouraged to regularly sanitise their hands.
Appropriate signage will remain in place across all public areas, reminding guests of current Government guidelines.
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.
9. Enhanced Cleaning & 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.
10. Our Teams & Suppliers
All colleagues have been fully appraised of and trained in all company protocols relating to guest and team safety and welfare.
All external contractors and delivery personnel are aware of and have agreed to abide by both our company hygiene and Covid-19 security policies.
11. Social Distancing
Whilst there is now no legal requirement to maintain social distancing, we encourage guests to be respectful and mindful of other guests and our team members.
From 7th September 2021, following feedback from guests and in line with Government guidance, the wearing of face masks by the majority of team members will cease to be mandatory. We continue to monitor all new and updated guidance, reacting as and when necessary to ensure a safe environment for guests and team members alike.
12. 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.
13. Moving Forward
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.
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.