All five Luxury Family Hotels are now closed and we are hoping to reopen them on Wednesday 24th March, subject to government guidelines. The below FAQs cover our hotel operations when we are open, in line with current Government guidance.
What is your policy regarding the government’s tier system of lockdown measures?
Guests should follow the rules of their home Tier or the Tier of the hotel, whichever is the highest.
Tier One - this is the 'Medium' local COVID alert level. Our hotels have been operating since July with rearranged spaces, restaurants and cleaning standards to make sure guests can relax and enjoy their break safely.
Tier Two - if you’re visiting from an area in this 'High' alert level, we look forward to welcoming you but you'll need to remain within your household group while staying with us.
Tier Three & Tier Four - if you live in an area with a 'Very High' alert level, we kindly ask that you rearrange your stay for another time. If you are already booked with us, we will be able to postpone your booking and put your deposit on hold until such time that you are able to make new plans.
You can check your local alert level on the government website.
At hotels in Tier 2, are we allowed to dine with friends and family indoors?
As per the latest guidelines, you cannot socialise with anyone you do not live with or who is not in your support bubble in any indoor setting in Tier 2. We will, however, have fire pits in the gardens with plenty of blankets and hot chocolate so you can enjoy time with friends or family not from your household; the rule of six will still apply.
Will the bars and restaurants be open after 10pm?
In line with the latest government directives, last orders for food and drinks will be taken at 10pm. Guests will then be required to finish their meals and drinks by 11pm, with resident guests leaving the restaurants and bars at that time and non-resident diners leaving the hotel premises.
The rule of six
In line with Government directives, our restaurant booking system will not be able to confirm dining reservations for more than six people. If guests have a valid reason for booking a larger table (for example where there are more than six people in a household family group, or there are additional people in an exclusive support bubble), then please contact the hotels directly to make the reservation.
Are the Dens open?
We are pleased to confirm that our Den facilities will be open with the following procedures in place:
All Den sessions will be structured with pre-organised activities, such as story time and arts and craft. To minimise the amount of items we have in the Den at any one time and also to minimise the amount of items that are touched/shared, free play will no longer be offered.
Den sessions will operate in line with the latest Government guidelines. The Den’s will be sanitised and cleaned between each session.
We will have a choice of four Den sessions per day. Parents can book one Den session per day in advance of their stay. Our Breakfast Club is also available from 8am - 9am on a Sunday morning.
To book your Den session or the Breakfast Club, please contact the hotels directly.
Is the swimming pool going to be open?
We are pleased to confirm that the swimming pools at all five hotels will be open.
We offer 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/sanitising break between pool sessions.
Will the swimming pool changing rooms be open?
Wherever possible, we kindly request that resident guests get changed in their bedroom before and after the booked swim session. This also means you can use all of your 45 minutes having fun in the pool, not changing. For members and for spa day guests, there will be limited access to the changing rooms, with allocated lockers. Please note that children will not be permitted in changing rooms without an adult.
What steps have been taken to ensure that spa treatments will be safe?
We are pleased to confirm that our spas and treatment rooms will be open.
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 2020 spa treatments are now available to book via the individual hotel websites or by calling 0208 076 5555.
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.
Am I able to book dining as a non-resident including afternoon tea?
Yes, limited slots will be 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 baby listening available and can it be used at any time?
Yes, the baby listening system will still be available and can be activated at any time during your stay.
Are you offering a baby-sitting service?
Yes. Our baby-sitting service will be available in line with guidance received from our health and safety advisors. Please contact the hotels directly for more information on pricing and availability.
Do I need to wear a face covering inside the hotel?
In line with the latest Government directives, face coverings should be worn in the public areas of the hotels. However face coverings are not required when seated in the restaurants, bars or lounge areas where we operate table service for food and drinks. Children up to the age of 11 are not required to wear face coverings. Further information will be provided by the hotel team upon arrival.
Please note that there are various exemptions to this rule due to health reasons and therefore our hotel teams will not be policing this matter. It remains the responsibility of our guests to abide by the Government directives.
Will the cinema rooms be open as usual?
Yes, with the exception of Moonfleet Manor, the cinema rooms will be open 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?
What is happening with my leisure membership?
Please contact the individual hotel spa and leisure teams for further information.
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 firstname.lastname@example.org