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Covid-19 – Frequently asked questions

Will any creche sessions be supervised this summer?

Following in depth consultations with our health and safety advisors, and with the safety of our guests and staff at the forefront of our minds, we have taken the decision to not offer supervised childcare sessions this summer and to focus our efforts on creating memorable family experiences. Activities will be arranged primarily outside in our grounds, and indoors where possible during wet weather. Each hotel will have a range of daily activities led by our den teams in which children and parents can participate. These are only available to in-house guests and can be booked in advance, or on arrival at the hotel for any remaining places. These activities have all been specifically designed to allow for social distancing and as such, some activities will have limited spaces. We would ask that a parent or guardian get involved with our family focussed activities with their under 8’s and remain nearby and visible for their 8 years plus aged children whilst the activities take place.

What steps have been taken to ensure that spa treatments will be safe?

The current Government directive is that our spas and treatment rooms must temporarily remain closed until further notice.

Once we are permitted to reopen the spas, we have taken pro-active steps alongside our partner Elemis to assess our treatment menus and protocols. The treatment menu has been adapted and every therapist in our group has been re-trained on this menu by Elemis to ensure a safe environment for both our guests and our team members. Luxury Family Hotels and Elemis are committed to following official guidelines whilst not forgetting that visiting one of our spas is a time for relaxation and rejuvenation.

What spa treatments can I book?

Our revised summer 2020 spa treatments are now available to book from 1st August onwards via the individual hotel websites or by calling 0208 076 5555.

Is the swimming pool going to be open?

The current Government directive is that our swimming pools must temporarily remain closed until further notice.

Once we are allowed to reopen the swimming pools, we plan to introduce 45-minute family swim sessions for our indoor pools. There will be a limit of 4 families per hour. Pool sessions can be booked at the hotel receptions or by calling 0208 076 5555 prior to arrival. There will be a 15-minute cleaning/sanitizing break between pool sessions.

Will the swimming pool changing rooms be open?

No. We will ask that you get changed in your room before and after your booked swim session. This also means you can use all of your 45 minutes having fun in the pool, not changing. There will be a hand sanitiser station in the changing areas before/after you get to the pool.

Will I need to book for breakfast?

To allow for social distancing, we have introduced a booking system for breakfast. We ask that all guests pre-book their breakfast time slot so that we are able to ensure guests have the space they require to enjoy a peaceful breakfast. We have also introduced an enhanced continental breakfast which can be delivered to your bedroom or taken outside to enjoy in the grounds and gardens.

Are you extending dining hours in-line with the likely distancing restrictions?

Yes. We have introduced longer lunch and dinner periods and more flexible dining arrangements including picnics. We ask that guests make every effort to book mealtimes ahead of arrival so that we are able to ensure guests have the space they require to enjoy a relaxing socially distanced meal.

Am I able to book dining as a non-resident including afternoon tea?

Yes, there will be limited slots available for pre-booked non-residents for lunch, afternoon tea and dinner. However, we have taken the decision to significantly reduce our capacity to ensure that social distancing can remain in place.

Is the supervised breakfast club going to be operational?

We have taken the decision to postpone our breakfast club service at the current time in line with guidance received from our health and safety advisors to ensure the well-being of our staff and guests. We will keep this under constant review and when the opportunity arises, we will re-introduce the club.

Is the baby listening available and can it be used at any time?

Yes, the baby listening systems will still be available and can be activated at any time during your stay.

Are you offering a baby-sitting service this summer?

No. We have taken the decision to temporarily remove our baby-sitting service at the current time in line with guidance received from our health and safety advisors. This is to ensure the well-being of both our staff and guests. We will keep this under constant review and when the opportunity arises, we will re-introduce this service.

Will the cinema rooms be open as usual?

Yes, with a strict cleaning regime in place throughout the day and sanitiser station available on arrival to the room.

Are the games rooms going to be available to use and if so on what basis?

Yes, with a strict cleaning regime in place throughout the day and sanitiser station available on arrival to the room.

Are you still accepting dogs as usual?

Yes.

What is happening with my spa membership?

Spa memberships will continue to remain on hold. We will keep this under constant review, and we are targeting a date of 7th September for reopening to spa and leisure members. Please note that Woolley Grange will offer limited times to peak spa members before and after the 8am – 7pm opening times which it will manage locally in terms of both reservations and communication.

Can I extend my gift voucher?

Vouchers with an expiry date of 31st July 2020 and before can be extended by 6 months. Please contact giftvouchers@luxuryfamilyhotels.co.uk

Can I have a refund of my deposit if the hotel is forced to close due to a second wave?

Should there be another enforced lockdown then our current terms would be extended, and refunds would be made available.