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Covid-19 – Frequently asked questions

Will the bars and restaurants be open after 10pm?

No. In line with the latest government directives, all non-resident diners will be required to finish their meals and drinks and leave the hotel premises by 10pm. Resident guests will be required to leave the restaurants and bars by 10pm, but will be permitted to sit in the hotel lounges (in groups of no more than six people).

What is your policy regarding the government’s three tier system of lockdown measures?

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 you can relax and enjoy your break safely, including social distancing and working to the rule of six.

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 - if you live in an area with a 'Very High' alert level, unfortunately we’re not able to welcome you to our hotels at this time. If you are already booked with us, we will be able to cancel 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.

Are the Dens open?

We are pleased to confirm that our Den facilities are now open with the following procedures in place:

All Den sessions will now 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. Until 01 November all Den sessions will last for one hour; parents will have 5 minutes either side of the session for pick up and drop off to allow time for a 1 hour massage. From 02 November Den sessions will last for ninety minutes.

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.

The rule of six

In line with the latest Government directives, our restaurant booking system will no longer 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.

Is the swimming pool going to be open?

We are pleased to confirm that the swimming pools at all five hotels are now open.

We are offering 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 are now all 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.

Are you extending dining hours in-line with the 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 are 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 baby listening available and can it be used at any time?

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

Are you offering a baby-sitting service this autumn?

Yes. Our baby-sitting service is 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 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?

Leisure memberships have now restarted at each of the hotels. 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

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

Should the hotel be required to close due to an enforced lockdown, then our current terms would be extended, and refunds would be made available.