Keeping You Safe

Covid-19

Following the recent government announcement The Grand Hotel, Cafe Grand & Leisure Centre are temporarily closed from 4th November. It is our intention, Government permitting, to welcome you back from the 3rd December.

If you have any questions, please contact our reservations team at
book@the-grand.co.uk for The Grand St Annes or at book@grandatgrasmere.co.uk for the Grand At Grasmere.

During the lockdown period our phone lines may not always be manned, please leave a voicemail or send us an email and we will get back to you as soon as we can.

We wish you and your family the best of health in the coming months and we sincerely hope to see you again soon. As always, to our guests, we thank you for your loyalty and support.

Please do stay in touch with us. Follow us on social or sign up for our newsletters for updates.

Best wishes,

The Grand Hotel.

Safeguarding our employees and guests is of paramount importance to us. Therefore, we are implementing a range of new safety policies and procedures, listed below, in order to deliver the safest environment possible during these unusual times.

All staff have undergone rigorous training procedures to ensure the hotel is prepared to welcome our guests to a safe environment, and our cleaning teams are working around the clock to keep all areas of the hotel safe and secure.

* All Covid-19 policies are based on current UK government guidelines and are being constantly reviewed based on the latest advice. With that in mind, some of the information you receive at the time of booking may be out of date by the time you stay at the hotel. Please check back on our Covid-19 update page for the latest information

Prior To Your Stay

Prior to your stay

  1. If you experience any symptoms of COVID-19 within 14 days prior to your stay, please stay at home.
  2. Make yourself familiar with our 'Online Guest Portal'. This can be accessed through a link in your confirmation email and will be incredibly useful throughout your stay. Full guidance for using the 'Online Guest Portal' will be sent to you prior to your stay, on arrival and prior to check out.
  3. Using the guest portal you can:
  4. Check in online, minimising contact and queues at reception on arrival and also providing us with your contact details to aid with the government Track & Trace system.
  5. Request changes to your reservation
  6. Inform us of your arrival time, to help us prepare you key card.
  7. View or pay your bill.
  8. Check-Out online

Public Areas

public areas

  1. A face covering is required at all times when not seated at a table.
  2. Please adhere to current social distancing measures at all times, even where there are no signs or barriers.
  3. We are increasing cleaning and disinfecting frequency throughout the hotel, paying attention to high-touch items.
  4. We are installing hand sanitiser stations at entrances and in public areas.
  5. Protective screens will be in place at reception
  6. Try to only use your bedroom toilet facilities to reduce the number of people using the public toilets.

On Your Arrival

your arrival

  1. Hand sanitiser units will be provided at the entrance and must be used before entering the hotel. We also ask guest to sanitise or wash hands frequently.
  2. Where possible, use the 'Online Guest Portal' to pre-check in and speed up the check in process.
  3. Only one person per reservation to complete check-in at the main desk, all key cards will be sanitised. Contactless or card payment will be taken on arrival with the use of email/e-billing only.
  4. A strict cleaning process has been put in place to ensure all areas of the hotel are cleaned regularly, especially "high touch" items.
  5. Left luggage and portarage facility will be temporarily removed, with exceptions made for guests with mobility issues.

Your Bedroom

Your bedroom

  1. In preparation for your visit an enhanced cleaning and sanitising process will have taken place in your room creating your 'Safe Haven'
  2. All linen and towels are washed at temperatures above 60°C for optimal disinfection.
  3. Room services will be reduced during your stay. Housekeepers will only refresh towels, disposable cups, coffee capsules and remove rubbish daily upon request. Rooms will be fully serviced on the 3rd night.
  4. All cleaning and disinfection chemicals and materials used meet Covid-19 disinfection requirements.
  5. Some unessential high touch items have been removed from rooms to minimise housekeeping contact and risk within rooms, for example cups and crockery will be replaced with single use alternatives.
  6. The option of Room Service will not be available.
  7. Should you prefer that no one enter your room please use the 'Do Not Disturb' sign. You can also use the Green button on the door lock as a do not disturb.

Breakfast

breakfast

We believe breakfast is one fo the most important parts of any hotel stay. For this reason we have made the following changes to ensure a leisurely, luxurious breakfast:

  1. Our usual continetal buffet breakfast service will be replaced with a 'Menu & Table Service Breakfast' including cooked items, fresh fruits and continteal style dishes, what we think will be a great valued addition included within your rate.
  2. Pre-Booked time slots may be required to accommodate social distancing and manage our reduced restaurant capacity during busy periods. we will be staggering breakfast service times to allow safe distancing, a better flow and enhanced cleaning procedures.
  3. View our updated breakfast menu here: BREAKFAST MENU

Restaurant & Bar

Restaurant & Bar

Our restaurant, bar and lounges will be open exclusively to residents with social distancing guidelines in place with the following adjustments to our useual services:

  1. Maximum table size of 6 people. Guests must not mingle with other tables.
  2. Last drinks orders at 9.30pm and the bar & restaurant must be vacated by 10pm.
  3. A face covering is required at all times when not seated at a table.
  4. Seating throughout the ground floor of the hotel has been re-arranged to allow for social distancing. Please wait to be seated to ensure your table has been fully cleaned prior to your use.
  5. Try to only use your bedroom toilet facilities to reduce the number of people using the public toilets.
  6. The restaurant and bar team will:
  7. Abide to a strict hand washing and sanitising regime instead of wearing gloves.
  8. Serve all food & drink to your table.
  9. Menus can be accessed using the digital QR Code or website link on each table.
  10. All bills are to be charged to the bedroom to avoid unnecessary contact during the payment process.

Check Out

check out

  1. Guests are advised to view and settle their bill using the 'Online Guest Portal' where possible in order to minimise contact time at reception.
  2. Double check your room for items of property as items left behind will have to be disposed of.
  3. Those unable to access the portal are able to check out as normal at reception with Contactless or Card Payment only and any bills required will be sent via email.
  4. We ask for all key cards to be deposited in the box at reception prior to leaving.