COVID-19

OPERATING PROCEDURES

1. WELCOME

2. GUEST AND TEAM SAFETY

3. GUEST BEDROOM

4. BARS AND RESTAURANTS

5. SPA

6. WEDDINGS

7. CANCELLATION POLICY

CONTENTS

As always, we are here to take care of you….. the welfare

of our guests and staff has always been at the forefront

of our hospitality ethos and on the recommendation of

the government led to the closure of Armathwaite Hall

towards the end of March 2020. In line with government

we are delighted to be re-opening our doors on Saturday

04 July 2020.

Those of you who know us and have visited before will

find some changes have been made. These changes are to

make your stay as memorable as possible in these unusual

times whilst keeping both yourselves and our staff safe.

We are implementing social distancing (together with

much more) as much as is possible but we also ask you,

our guests, to help us out and as much as possible adhere

to ‘our new policies. We need your cooperation at all

times to implement these hugely important changes that

we are making. New protocols can be seen below.

We will do our utmost to provide you with the warm and

friendly service for which we are well known for.

Simon M Steele

General Manager

Welcome

• Social distancing will be in force as per guidelines which we ask

you to respect from arrival

• All seating areas will be rearranged to create recommended

distancing and give our guests confidence in safety & wellbeing

• Hand sanitising units will be found at intervals throughout from

entering the hotel to food service areas to the spa

• The lift should only be shared by guests of the same household

• Team members will be available to take guests and luggage to

their rooms on request

• Key fobs will be sterilised between departure and arrival

• All staff will have their temperature taken on entering the

building at the start of every shift and this will be recorded

• Our front of house team will be wearing face masks and will

have to abide by a strict hand washing regime

• Extra PPE will be provided to the team which will be washed in

house to ensure correct washing temperatures are adhered to

and clean at the start of every shift

• All staff will have strict training prior to opening so they are

aware of all risks and comply with health and safety regulations

• We will have a COVID-19 team which will meet on a regular basis

to be brought up to date with any new government legislation

OUR GUESTS & TEAM

Safety

Guest In addition to the extremely high standards of housekeeping

already in operation the following protocols have been put

into place:

• On departure every bedroom will be treated with an ozone

generator which is known to kill 99.99% of viruses which

may be harboured on hard surfaces and fabrics alike and

will eliminate such together with odours and allergens

• Our in house laundry only uses products recommended to

destroy COVID-19

• Where relevant guest amenities will be replaced with single

use items which will be replaced on departure

• All packaged items on your hospitality tray will have been

sanitised and all crockery and glassware washed at 60

degrees

• During your stay our housekeeping staff will only enter to

clean your room every third day. Whilst this is in progress

we ask you to vacate your room for your safety and that of

our staff

• Turn down service will not be offered for the foreseeable

future. Should you require fresh towels please ring

reception. Place used items in the laundry bag provided

and towels will be left outside your room

• Express check out is being introduced. Your bill will either

be emailed to you or popped under your bedroom door on

the evening prior to departure

ROOMS

BARS &

Restaurants• The Courtyard Bar and Brasserie will be open 12.00pm to

4.00pm daily for lunch but will be temporarily closed in

the evenings

• The Lake View Restaurant will serve breakfast from

7.30am - 10.00am Monday to Friday, 8.00am - 10.30am

Saturday and Sunday. Choices will be from an a la carte

menu with waiter service (no buffet)

• The Lake View Restaurant will be open from 6.30pm to

9.30pm. Table reservations are essential. Our exciting new

menu will offer a mix of fine dining, traditional and grill

together with a child friendly menu. Menus will be printed

on paper which will be renewed after each order.

• Room service will be available at all meal times – trays

will be delivered outside bedrooms and collected when

finished

• Social distancing will be implemented when allocating

tables in line with government guidelines

• Prior to and following dinner please make yourselves

comfortable in our hall lounge, lake view lounge or cocktail

bar and you will be offered table service. Please do not

approach the bar

• Our front of house staff will be wearing face masks but will

be offering the same friendliness and hospitality

In line with government recommendations our treatment

rooms will be open from 17 July, 2020 for body treatments and

01 August for all remaining treatments including facials. Prior

booking is essential to avoid disappointment.

Opening times 9.30am to 6.00pm

Spa

• Opening times will be

9.00am to 7.00pm daily

• Social distancing will be

in place throughout and

we respectfully request

that guests remain in their

household groups so all

guests can enjoy the best

possible experience

• Guests are asked to change

into bath robes and slippers

in their bedroom as changing

rooms will only be available

for access to the pool area

• Toilet facilities will be

available

• A one way system will

be in operation to avoid

unnecessary contact

• A maximum of 18 guests will

be allowed per two hour slot

to ensure social distancing

• Hand sanitisers are available

at entrance and exit points

and throughout at intervals

• Towels are available on entry.

Our in-house laundry only

uses products recommended

to destroy COVID-19

• All staff will be protected

with PPE and a protective

barrier on reception

• The spa area will be deep

cleaned once a day with

continual sanitisation of

touch points

• After each two hour slot

there will be a half hour for

guests to return to their

rooms and for new guests to

arrive. During this time staff

will sanitise all areas

• Daily class timetables have

been temporarily suspended

Swimming pool, outdoor hot tub and hydrotherapy pool

will re-open 25 July 2020 together with our state of the

art gymnasium.

Spa

WeddingsAt this time government are allowing small weddings with

a maximum of 30 persons. As regulations change this

document will be updated

For full details of our wedding packages please follow

this link:

WEDDING PACK AGES

POLICY

Cancellation• A non-refundable deposit of £100 is required and will be

charged at the time of booking. Charges of 100% will be

made for cancellations made within 48 hours of arrival

• If you cannot come as a result of government guidelines

relating to COVID-19 we will move the booking to

another date within a 12 month period

• Any changes to the reservation will be subject to

availability and rate difference

Bassenthwaite Lake, Keswick, Cumbria CA12 4RE

Hotel Tel: 017687 76551

www.armathwaite-hall.com