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Covid-19 – Frequently asked questions

We are pleased to confirm that all five Luxury Family Hotels are now open.

The below FAQs cover our hotel operations, in line with current Government guidance.

Are we allowed to dine with friends and family outdoors?

Under current guidelines, up to 30 people may dine together outdoors.

Are we allowed to dine with friends and family indoors?

Under current guidelines, guests are able to dine indoors in a group of 6, or with one other household.

Are the Dens open?

We are pleased to confirm that our Den facilities are 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 Dens will be sanitised and cleaned between each session.

There is a choice of three Den sessions per day. Parents can book one Den session for each night of their stay in advance of their arrival. Our Breakfast Club is also available from 8am - 9.30am 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 indoor swimming pools at all five hotels and the outdoor pools at Woolley Grange and New Park Manor are 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.

Will the sauna and steam rooms be open?

Yes, we are pleased to confirm the sauna and steam rooms at New Park Manor and Woolley Grange and the sauna at Moonfleet Manor are all open.

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 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 2021 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 are 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 available and can be activated at any time during your stay.

Are you offering a baby-sitting service?

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 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, the cinema rooms are 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.

Will the Escape Room at Moonfleet Manor be open?

No, unfortunately the Escape Room is currently closed.

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.