Our Covid-Safe Procedures & FAQs

Covid-Secure Operating Plan

The below plan in a working document and is likely subject to change. The plan below outlines details of how we intend to operate when all facilities are open at the hotel.

We have considered the entire customer journey to assess how we can keep you as safe as possible, maintaining the values of the hotel and providing the highest level of hospitality and service.

1: Pre- Arrival
2: Arrival and Check-In
3: Common Areas
4: Bedrooms and Bathrooms
5: Food And Drink
6. Spa and Leisure Facilities
7: Check-Out
8: Staff Training, Hygiene and Protection
9: FAQs

1. Pre-Arrival

You can book your stay online at www.lakecountryhouse.co.uk or by calling our reservations team on 01591620202. Up to date opening times can be found at the top of this page. 

We are currently not taking future bookings for groups of more than six people or three bedrooms. If you would like to book a larger group we can book you in from January 2021.

• Our Covid-19 secure plan will be updated in accordance with any further government guidance.
• Customers may receive a pre arrival email with up to date and relevant information about their stay.
• We politely request that if you are displaying any symptoms of covid-19 that you call us to postpone your stay. These include, but are not limited to, a high temperature, a new and persistent cough, loss of taste and smell.
• We are now taking 50% deposits, £25 of which is non refundable. The remaining deposit is refundable up to 48h prior to arrival.

2. Arrival and Check In

• If you are displaying any symptoms of covid-19 please do not enter the hotel.
• Check in is from 3pm. Early check in and late check out are not available.
• On arrival please enter the building via the main entrance to check in, please respect others if there is a queue.
• Guests will be expected to socially distance.
• There are hand sanitising stations throughout the hotel and next to the front door. We encourage guests to sanitise before entering the hotel.
• If you have any questions or need assistance during your stay, please dial 0 from the hotel phone.
• Staff will work in small teams during the day to minimise contact and protect both guests and staff. We will endeavour to deliver the great service the Lake has become known for but please bear with us if we are dealing with other guests.

3. Common Areas

Face masks are required indoors in all area's of the hotel apart from at mealtimes, while swimming and using the gym.

• All high contact areas including door handles, banisters and equipment will be disinfected regularly. All hard services such as tables will be disinfected after each use and a full disinfection will take place once per day 
• Hand sanitiser is available around the hotel for you to use as often as you would like.
• We ask guests to use the bathroom in their room whenever possible 
• Please keep a social distance of 2 metres between yourself and other guests where possible.
• Any magazines, papers or literature will be removed from common areas and bedrooms

4. Bedrooms and Bathrooms

• Every guest bedroom and En-suite will be cleaned and fully sanitised before each stay.
• Fabric items such as mattresses, pillows carpets, chairs and other furniture will be sprayed with an approved sanitising solution
• Linen, towels and robes are professionally washed.
• All printed material will be removed from the room.
• Our housekeeping team undergo a strict sanitisation process to commencing work. Only one staff member will be permitted to clean your room prior to your arrival and once it has been sterilised the room won’t be entered until your arrival. 
• Turn Down Service is no longer taking place.
• If you do not wish for makeup service to be done please let us know and contact us if you require anything refreshed?

5. Food and drink

Face masks are required indoors in all area's of the hotel apart from at mealtimes, while swimming and using the gym.

• When staying with us you can dine in your room (room service charge to waved until December), or where guidance and regulations permit, in the designated dining areas. 
• Evening dining times will be agreed with you on check in or prior to arrival. 
• Service times may vary. (Dinner served at 6.30 to make the most of outside dinning and the amazing Welsh weather)
• Social distancing guidelines will be maintained in our restaurants and public areas. Other measures such as masks (by staff), not facing each other and ventilation will be applied when under 2m. 
• Tables will be laid up before service where possible
• Breakfast buffet will be served at the table. If possible we may ask to take your order the day before so we can prepare the table in advance for you. 
• Number of people and/or households permitted will be guided by Government guidance on groups and households.
• Front of house staff who are not able to maintain social distancing will where face masks at appropriate times. 
• Non-Residents are able to walk in but we request that you book where possible. In the unlikley event that we are unable to accomodate you as a non-resident we request your understanding and recommend calling in advance.

6. Spa and Leisure Facilities

Treatments

• A restricted number of massage treatments are available at the spa, this is set to increase over time. We are currently unable to offer facial treatments
• Spa therapists will wear either a visor or mask during your treatment and masks are available should you wish to wear one
• All bed linen will be washed after every use
• The bed will be cleaned with a viricidal cleaner after every use
• As with the rest of the hotel you will be expected to socially distance where possible and wash your hands or sanitise before and after the treatment

Swimming Pool

• 30 Minute slots for use of the pool will be available for booking from 7.30am to 5.30pm. This does not include changing time. If you plan to use the changing facilities at the spa, please arrive early, follow social distancing guidlines and be considerate of other guests.
• Where possible all guests and members should change and shower in their room/at home and come to the spa in the robe provided.
• Limits on people in changing rooms. 1 household/person in gents, 2 people in ladies
• The pool will be divided into two sections to assist you with social distancing
• A maximum of 4 people will be able to use the pool at the same time

Hot Tub & Gym 

• 30 Minute slots for use of the Gym & Hot Tub 7.30am to 5.30pm. This does not include changing time. If you plan to use the changing facilities at the spa, please arrive early, follow social distancing guidlines and be considerate of other guests.
• Where possible all guests at the hotel should change and shower in their room and come down to the spa in the robe provided.
• There is a changing room in the gym which can be used. Max 1 person. 
• Only one household permitted in the Hot Tub or Gym area
• A maximum of 2 people will be able to use the Gym and Hot Tub Area

• The sauna and steam room will remain closed. We will update you when we have more information.

7. Check-Out

• You bill will be placed under your door first thing on the day of your departure. 
• We will only be accepting card payments
• For a contact free check out, please call reception to confirm payment and they will charge your card

8. Staff training, hygiene and protection

• All staff have undergone training on the risks associated with COVID-19, the way it is transmitted and what can be done at the hotel to limit the spread.
• Staff temperatures will be taken and recorded at the beginning of each shift.
• We will strictly follow the guidelines set out by the government should any staff member become ill with suspected COVID-19. Isolation for 14 days. 
• Our team already adhere to the strictest levels of hygiene and cleanliness. They will be asked to think about everything they do, encourage to question, and check each other to reduce the level of risk as far as possible.