Frequently asked questions

We’ve answered a few of our frequently asked questions below, which might help you find the answer you’re looking for.

Frequently asked questions (COVID-19 updated)

We’ve answered some of our frequently asked questions below in relation to the coronavirus (COVID-19).

We know that our guests will be looking for a safe and pleasant stay at The Swan. Our priority is the health and wellbeing of you and our team, to ensure you have complete peace of mind ahead of your stay.

To allay any concerns or fears, please review our updated FAQs. If you still have questions give us a call on 015395 31681 (our phone lines are manned Monday to Friday, 9am to 4pm)

All information displayed is accurate as of 20th May 2020.

Can I cancel my booking?

Yes. If you book our Half or Full board rate and your circumstances have changed, we allow all guests to cancel or move a booking at any time. On our Bed & Breakfast rate you are able to cancel your room up until 5 days prior to arrival at no charge.

We’ve implemented covid-compliant procedures to ensure all guests and staff are safe. To ensure you have complete peace of mind ahead of booking, please review our updated booking FAQs and our guest guide as to what your stay at The Swan will look like.

If you have booked a cottage you are free to cancel or move your booking up to 48hrs prior to arrival. If you can't visit within 48hrs, due to a COVID-19 related circumstance, then we will happily move your booking to another available date.

Why can't I find availability for the dates I want?

We have a minimum 2 night stay on Friday and Saturday nights so please do check your check in and check out dates. If you are still unable to book do give us a call on 015395 31681.

Will the pool and gym be open?

Not at the moment. The Health Club, which includes fully equipped air-conditioned gym, swimming pool, sauna, steam room and jacuzzi will be temporarily closed as we seek government advice on reopening.

We have put in place a risk assessment and method statement, which will allow guests to socially distance and pre book slots for exclusive use. We are hopeful to have an update on this ahead of your arrival.

Will I be able to book a spa treatment?

Not at the moment. The current advice from the government prohibits close contact between staff and guests. As soon as the government’s advice changes, we will inform all current and forthcoming guests.

Are guests able to socially-distance, even during busy periods?

Yes. The number of guests within the hotel will be strictly limited to ensure that social distancing is possible. As the lock down eases we will gradually increase the number of guests that we allow in the hotel, but we will ensure that this is done safely and in a controlled manner. We have also incorporated a COVID-19 policy for both guests and staff.

Will you be undertaking extra cleaning?

Yes. We have identified all the frequent touch points and will be undertaking strict additional cleaning to keep everywhere as hygienic as possible.

Will hand sanitiser be available?

Yes. We have installed hand sanitiser stations at various frequent touch points around the hotel.

Will the full restaurant menu be available?

Not at the moment. We will initially reopen with a simpler, even more delicious, daily menu. This is to ensure our kitchen staff can socially distance, and due to current supplier commitments. As we are able to increase the number of kitchen staff and suppliers, we will be able to provide a full menu.

Can I order food to my room?

Yes. We understand that not everyone will want to eat out just yet; room service to hotel rooms, and the cottages, will be available at all times at no extra charge.

What time will the restaurant and bar be open?

Breakfast, lunch and dinner will be served within set serving periods. The restaurant and bar areas will be closed outside of these times for cleaning. All lounges and the terrace will be open throughout the day for a full drinks and light bites service (and comply with social-distancing procedures).

I have booked on half or full board, what if I want to dine out somewhere else?

That is not a problem. If there are other restaurants open in the area, and you want to dine out, just let us know and we will reimburse you for the meal that you miss. The reimbursement fees are £20 per person for lunch (£10 for kids) and £35 per person for dinner (£15 for kids).

I have booked on a half or full board basis, what if I want to go out walking for the day?

That is not problem. Our chefs will make you a packed lunch in our clean and safe kitchen environment.

What other measures are in place to protect guests and staff at The Swan?

Our amazing team will be working round the clock to ensure your health & wellbeing is our highest priority. If you are visiting anytime soon expect exceptional hygiene levels and happy smiles, but please be assured that all staff are following an extensive policy to best ensure theirs and your safety.

You can view a copy of our staff policy if you wish. We will also share a guest policy with you prior to arrival, you can also view our guest policy online as it contains important information that you may wish to know in advance of booking.

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The Swan Hotel & Spa
Newby Bridge, Cumbria
LA12 8NB United Kingdom

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