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.

From 17th May 2021 we are only able to accept groups of up to 6, not including children under the age of 11. This will be reviewed by the government on the 3rd of June.

• Our Covid-19 secure plan will be updated in accordance with any further government guidance.
• 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 currently taking a £50.00 non-refundable deposit per room.  Should you need to cancel your reservation we will hold your deposit for up to 2 years for you to use against a future booking. 

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 meal times, when seated to drink, whilst swimming and using the gym.

• All high contact areas including door handles, banisters and equipment will be disinfected regularly. All hard surfaces 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. Staff members will clean your room prior to your arrival and once it has been sterilised the room will not be entered until your arrival. 

• Turn Down Service is no longer taking place.

• If you do not wish for makeup service to be carried out, please let reception know and contact us if you require anything refreshed.

5. Food and drink

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

• When staying with us you can dine in your room if you wish. A room charge will be added to your bill. 

• Evening dining times will be agreed with you on check in or prior to arrival. 

• Service times may vary.

• Social distancing guidelines will be maintained in our restaurants and public areas. Other measures such as masks (worn 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.

• 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 unlikely event that we are unable to accommodate you as a non-resident we request your understanding and recommend calling in advance.