COVID-19 - Our highest priority is the health, safety and security of our guests and team. Find out more

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Covid-19 Safety

COVID-19 Safety

The health, safety and security of our guests and employees is our highest priority. Please take a moment to take note of how we are providing a safe environment to welcome our guests into.

We are very excited to open up our hotels from Saturday 4th July 2020. Bookings are now being taken online and via our reservations line 0800 840 1240

Please note: all Covid-19 policies are based on current UK government guidelines and are being constantly reviewed based on the latest advice. With that in mind, some of the information you receive at the time of booking may be out of date by the time you stay at the hotel. Please check back on our Covid-19 update page for the latest information for Lake District Hotels.


COVID-19 STATEMENT

Lake District Hotels Ltd. have always put the safety of its Guests and teams first. With regards to Covid-19; Owners, management and staff, working together as a team, will strive, at all times, to take all of the appropriate measures to reduce the risks from Covid-19 for our staff, guests and visitors to all of our hotels.

To do this, a Risk Assessment has been completed that both identifies the possible risks and then develops the controls needed to reduce the risk. The result of this Risk Assessment is that we have invested in various types of equipment and implemented a number of procedures into all of our sites to reduce the risk of infection and demonstrate to our Guests that we offer an environment that is safe.

These include:

  • Investment in sanitizing stations and equipment, screens, PPE (personal protective equipment), signage and ozone generating machines.

  • Maintaining social distancing by reducing contact between the staff, and reducing contact between staff and guests as much as is practical.

  • Implementing procedures and protocols where social contact cannot be avoided by ensuring appropriate measures/barriers are introduced to reduce the risk of infection.

  • Ensuring that cleaning and sanitising is carried out on a regular basis, to the highest of standards in all areas of the site.

  • Ensuring, where appropriate, adequate and effective PPE is made available for staff.

  • By ensuring adequate facilities and materials for effective hand washing and hand sanitising are made available for staff and guest use in all areas of the hotels.

  • By ensuring the latest up to date information/guidance on Covid-19 from the UK Government is made readily available to all staff and guests in the form of information posters around our Hotels, regular correspondence with staff and guests, regular staff meetings and training sessions and ensuring the company website is kept up to date with the latest information and guidance.

  • By ensuring that in our business, customer and staff safety will always take priority over profit.


The development of a Covid-19 team will meet each month to review our Policy and Procedures to ensure they are as effective as possible.





16 STEPS TO SAFETY

Across our 6 Lake District Hotels we are committed to delivering a clean and safe environment and have created a 16-step safety and hygiene protocol to ensure our hotels are as clean and safe as possible. New cleaning and disinfection procedures, including the use of ozone generating machines*, increased attention to cleaning in communal spaces, protective equipment, and updated training for team members are included in the new steps. These steps describe specific processes and measures that are designed to make you feel confident when you visit our hotels.

To learn more, watch our video here and read our 16-steps below:

1. Social distancing

We are implementing social distancing measures throughout the hotel.

2. Increase cleaning and disinfecting

We are increasing cleaning and disinfecting frequency throughout the hotel, paying attention to high-touch items. Ozone generators will be used in public areas overnight.

3. Air circulation

We are ventilating public areas as much as possible to allow increased air circulation.

4. Sanitising stations

We are installing alcohol-based hand sanitising units in all public areas.

5. Protective barrier

We are installing protective screens in close contact areas.

6. Welcome Pack

We are providing clean and disinfected key cards and keys upon check-in, along with a pack of useful information. Reduce time checking-in at reception.

7. Express check-out

We are providing an express check-out process to minimise contact with team members

8. Methods of payment

We are only accepting cards. No cash please.

9. Bedroom Cleaning

We are deep cleaning after every stay including use of Ozone generating machine. Doors will be sealed with a sticker after it has been cleaned in preparation for the next arrival.

10. Linens

We are washing all linens at a temperature above 60°C for optimal disinfection.

11. Spa

We are introducing a number of safety procedures in the Falls Spa. Find out more

12. Restaurants & Bars

We are spacing tables apart to provide social distancing, table service only, regular cleaning and overnight sanitising using ozone generating machines. No breakfast buffets.

13. Food safety

We are adhering to the strict safety procedures while serving all food and beverages.

14. Team training

We are providing team members with comprehensive hygiene and prevention training programme.

15. Team member temperature checks

We are administering temperature checks for team members, when legally permitted or required.

16. Team member PPE

We are providing team members with personal protective equipment.



USE OF OZONE GENERATING MACHINES

Inline with many Hotels across the U.K. that already use Ozone generating machines, we have decided to adopt their use as part of our ongoing commitment to our Guests, to ensure we are as hygienic and safe as possible.

We have worked closely with the suppliers to ensure that the Operation and safe use is in line with manufacturer guidelines and a full risk assessment has been completed.

Dedicated members of our housekeeping team will be fully trained in how to safely operate the machines, ensuring that they are only operated when it is safe to do so. Signage will be in place to notify others of when the machines are in use.

Ozone generators provide an efficient natural air cleaning, odour neutralizing and sterilizing system with automatic, rapid conversion of ozone residue to oxygen.

FOOD & DRINK

Our restaurants, bars and lounges will be open but with social distancing guidelines in place. This means that our hotel residents will be required to pre-book time slots to ensure they get priority seating. Non-residents are welcome to drink and dine with us but is dependent on available tables. A member of staff will be able to show you to a free table.

  • Our waiting-on teams will be wearing face masks, and abide to a strict hand washing and sanitising regime instead of wearing gloves.

  • Your orders will be taken at your table once you are seated, please do not wait at the bar.

  • Our waiting team will serve your food and drink to your table.

  • Hand sanitiser is available throughout the hotel at key points, please make use of this as you enter the building.

  • Tables will be socially distanced or guests will be seated at every other table to ensure social distancing is in place.

Dinner bookings – to guarantee a table in any of our restaurants, we recommend that you pre-book by calling the hotel reception on the numbers below.

Mizu Pan-Asian restaurant at the Lodore Falls Hotela and Brossen Steakhouse at the Inn on the Square will remain closed till the end of July.

For more information about our restaurants and bars please click here.

CANCELLATION POLICY

Advanced Purchase Pre-Payments

If your stay requires full payment at time of booking it will be non-refundable. However, if you wish to cancel your stay more than 48 hours before arrival, your pre-payment can be used for a future stay booked within the next 12 months. Stays cancelled less than 48 hours before arrival will not be transferred to another date.

Deposits

If your stay requires a deposit, this will require a non-refundable deposit of £100.00 per room at the time of booking. However, if you wish to cancel your stay more than 48 hours before arrival, your deposit can be used for a future stay booked within the next 12 months. Stays cancelled less than 48 hours before arrival will not be transferred to another date.

Cancellations

If you wish to cancel your stay more than 48 hours before arrival, your deposit or pre-payment can be used for a future stay booked within the next 12 months. Stays cancelled less than 48 hours before arrival will not be refunded or transferred to another date.

In the unlikely event that we have to change or cancel your reservation, we reserve the right to do so. However, you have the right to: accept the changed arrangements as notified; or make alternative arrangements with Lake District Hotels; or cancel your reservation and receive a full refund of any monies which you have paid to Lake District Hotels in respect of your reservation (please note that we shall not be liable for any sums which you have paid to any other persons/parties in connection with your reservation)..

For the avoidance of doubt, we shall have no further liability to you for any changes to or the cancellation of any online booking. We recommend you purchase travel insurance.

FALLS SPA

IMPORTANT INFORMATION ABOUT THE FALLS SPA

From 15th August The Falls Spa will reopen all of its thermal suite facilities and offer a selection of luxurious treatments to reset and relax your mind and body and to welcome you back to your favourite spa.

Please note that non-residential spa days/pamper days are not available to book for the time being but we welcome you to book a treatment. Please click here.

Treatments are available to all hotel guests staying at Lodore Falls Hotel, 7 days a week. If you are not staying at the hotel, treatments can be booked Monday-Friday, subject to availability. Please note that treatments do not include access to the Falls Spa thermal suite but you are welcome to relax post-treatment in the relaxation room with a complimentary herbal tea and sweet treat.

Please note the therapists will be wearing PPE and following government guidelines to ensure that both the therapist and the guest feels safe and at ease. For some selected treatments marked with a *, we will be requesting that you wear a face mask for part or all of the treatment. As part of your consultation your therapist will explain the procedures – so don’t worry, relax and let our therapists look after you.

We will aim to keep this page updated as and when changes are made, and appreciate your understanding, patience and flexibility during this time.

*Please note that spa access is not included when you book a treatment.


What will be available in The Falls Spa from 17th July?
The outdoor pool, heated loungers, sun loungers and Champagne Bar will be open to The Falls Spa guests. 50-minute treatments will be available to book at an extra charge and the relaxation lounge will be available to relax in post-treatment. All other facilities will be closed for the time being as per Government guidelines.

What will be available in The Falls Spa from 15th August?
All facilities at The Falls Spa will reopen. A wide selection of body and facial treatments will be available to book at an extra charge and the relaxation lounge will be available to relax in post-treatment.

I’m staying in a Spa Suite. How do I book my time slot in The Falls Spa?
We are asking our Spa Suite guests to pre-book a 2-hour slot to guarantee their time in The Falls Spa. To do this, call The Falls Spa on 017687 87704.

I’m NOT staying in a Spa Suite. How do I book my time slot in The Falls Spa?
Guests staying in other room types can only book spa access on the day, subject to availability on a first come first serve basis for £25 per person.

What treatments can I book?
All available treatments will be listed on our website. If you are not staying in the hotel treatments can be booked Monday-Friday, subject to availability.

How often can I book spa access during my stay at the Lodore Falls Hotel & Spa?
For 1-night stays in a Spa Suite enjoy 2-hours spa access on day of arrival. Spa access time slots on day of arrival are either 3.30pm-5.30pm or 6.00pm-8.00pm. These can be booked over the phone prior to arrival.

Stays of 2 or more nights in a Spa Suite can enjoy 2-hours spa access on day of arrival plus a 2-hour spa slot every other day of your stay, except on day of checkout.

All other room types at the Lodore Falls Hotel & Spa can book a 2-hour spa access slot on the day (subject to availability) for £15 per person.

How many people will be in The Falls Spa at any one time?
To adhere with social distancing guidelines, we will be limiting the number of people in the spa during any 2-hour time slot. This might mean that your preferred time slot will be already fully booked, so we appreciate your flexibility, patience and understanding.

Can I book a spa day/pamper day?
At the time of publishing this update, spa days/pamper days are not available to book. We will update this as soon as possible.

I have a voucher for The Falls Spa, when can I use it?
Any vouchers which may have expired during lockdown or are close to expiring will be honoured and extended. Alternatively, you can use a Falls Spa voucher on overnight stays, food or drink in The Lodore Falls Hotel & Spa or any of our sister hotels and restaurants.

Can I buy a voucher for The Falls Spa?
Yes, vouchers can be purchased online with a 1st September start date, however we can not yet take bookings for spa days/pamper days. We will extend the voucher start date automatically to the date we reopen bookings of spa days/pamper days.


GIFT VOUCHERS

Any gift vouchers that are due to expire before 30th September 2020 will automatically be extended until 31st March 2021. You do not need to contact us to check this.

WEDDINGS

We will update this guidance shortly.

CONFERENCES

We will update this guidance shortly.

A BIG THANK YOU

From all of us at Lake District Hotels Ltd. we would like to say a great big thank you to all the front line, key workers who have supported this country through the corona virus epidemic. A big thank you also to our team members who have helped keep our hotels alive during the lockdown and supported the local communities too. THANK YOU!





Get in touch

Reservations: 0800 840 1240
Email: reservations@lakedistricthotels.net

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