What to expect during COVID-19 - our guest policy

Staying at The Swan

When you arrive at The Swan you will find that a few things have changed to keep you, our guests and our team as safe as we can do during these challenging times.

Our priority is to keep you safe and to make you feel like you are home from home and comfortable enough to enjoy the hotel and its grounds safe in the knowledge we are doing everything possible to keep you safe. So prior to arrival you will be asked to sign a health declaration. You can rest assured that all of our staff have signed the health declaration too and have been trained on good hygiene, social distancing and company COVID 19 policies.

We recognise the situation is unsettling and that you may have concerns about your upcoming stay. So if you fancy a chat or have a question that isnt answered below you can get in touch via our contact page or check out our FAQ's which may answer any questions you have about booking a stay here (our phone lines are not fully manned yet). If you still have questions give us a call on 015395 31681 (our phone lines are manned Monday to Friday, 9am to 4pm).

Reception and Checking In

Reception will be hosted as normal during your stay but to reduce contact you will notice that you will be required to pay for your room at the time of booking rather than at check in. As we are only offering full board stays during this time, credit cards will not be pre-authorised at check in and room chargebacks will not take place. This is to reduce the time at check in and check out and to reduce touch points within the hotel and paper handling across departments. Additional items (beverages etc) may simply be paid for via contactless payment in any department.

Prior to your arrival you will be requested to book a time slot and to arrive at your given time. This is to prevent queuing at reception and unnecessary contact

Arrival at hotel

Please arrive at your booked check in time. If you feel you are going to miss your time please contact reception and they will do their best to book you another slot to suit your needs. Please park in the carpark as normal and attend reception as normal. You will find that our receptionists and porters will no longer escort you to your room but should you wish us to transport your baggage for you we will happily do so and deliver it to your door if you are in your room or into your room if you are out.

Getting about the hotel

We have created a one-way walking system around the hotel, which is a bit of a faff but hopefully we’ll all get used to it. Unfortunately, it is necessary to prevent people passing each other etc so we ask you to abide by it please and be patient. We will constantly review it so if there’s any crunch points or areas that don’t work we’ll fix them.

Food and Beverage

You will note that food service times have been reduced slightly and will be adapted according to how many guests we have in the hotel.  At your time of booking you will have been asked to book a slot for breakfast, lunch and dinner for every day of your stay. We ask that you attend at your given time where possible but we do understand that sometimes we all like an impromptu lie in or an early dinner so if you wish to change your time please phone reception who will do their best to accommodate you. This allows us to manage the number of guests in any one area at any given time.

All bookings will be served in their designated area but if it’s a nice day and you wish to sit outside please ask us when you get to the restaurant and we will try our best to accommodate you. If you would rather have room service or a packed lunch, that’s no problem, just let us know and we will sort it. If you no longer wish to dine with us because other restaurants in the area have been allowed to open, again this is no problem, just let us know and we will reimburse you for that part of your stay.

Breakfastwill be served in the Cygneture Brasserie or in room between the given hours. There will unfortunately be no buffet available, but the buffet items will be available to order from your waiter. The restaurant tables will be spaced out with a service table in between. Your waiter will take your order from a safe distance and will deliver your items to your service table for you. If you have any problems, please ask your waiter.

Lunch  – you can choose from a 2 course pub lunch or afternoon tea which will be served in the in room, in the Swan Inn, as a packed lunch or hopefully on the terrace if its nice. Again we ask that you attend at your booked time and we will offer full waiter service. Please do not approach the bar, sit back relax and we will come to you. The tables will be spaced out with a service table in between, your waiter will deliver your food and drink to your service table. If you have any questions, please ask your waiter.

Dinner will be a 3 course affair served in room, or in the Cygneture Brasserie. Unfortunately again please attend at your booked time and your waiter will deliver your food and drink to your service table.

Menus we are sure you will appreciate that offering full menu during this period will not be practicable due to social distancing in the kitchen however there will be a daily pub lunch and a evening dinner menu available (please see our website for our sample menus.

We will change these very regularly so that you will have a good choice throughout your stay but if you have any particular dietary requirements than need consideration, we ask that you please make us aware in advance

Outside of service times the food and beverage areas will be closed for cleaning, but we would love you to enjoy the terrace and the lounges where a full drinks and snacks service will be available at all times. In room drinks and snack service will also be available at no extra cost.

Housekeeping

Housekeeping will be working to a very strict socially distant schedule. They will endeavour to service your room whilst you are at breakfast or at lunch. They will also be required to service vacated rooms in a strict order of priority depending on the departure time of the vacating occupant and the impending arrival time of the incoming guest. We therefore ask that where at all possible you stick to your pre-booked times to avoid disappointment and prevent any guests waiting.

The Loo

We are sorry to mention it but the provision of public toilets presents a particular bottle neck problem at this time so we are sorry but please can you use the loo in your room for the duration of your stay 

The Gym and The Pool

We are hoping to have the gym and swimming pool open with social distancing in place on a limited number bookable basis however there is currently no government advice on when we might be able to do this. As soon as we are given further advice on this we will update you on how this will work and make booking available

The Spa

We currently do not have plans to open the spa as treatments and social distancing are simply not compatible but as soon as the recommendations change and we feel that we can safely provide treatments we will let you know how these are going to work. 

Check out

You will be asked to book a check out slot prior to your departure to eliminate any chance of a queue at reception or in the lobby area. On the morning of your departure you will receive an email from reception enquiring after your stay and your level of satisfaction. You will also receive an email detailing any refund due to you or further payment required. Provided you are happy with everything we request that you confirm via email your acceptance and your account will be settled or refunded as required without the need for you to attend reception. In this case we ask that you vacate your room at your given time, leave your room key on the dressing table and door on the latch.

If you have any queries or are dissatisfied with your stay in any way we request that you telephone reception who will be happy to assist you only if the matter cannot be resolved over the phone should you attend reception to discuss the issue with the receptionist or the manager on duty but hopefully it wont come to that.

Finally

We are sorry if some of the above procedures seem a little draconian, we do not mean them to be, but we genuinely take your safety and satisfaction very seriously. We just want everyone to be safe, relaxed, and as happy as possible. If you have any problems or queries at any time just drop us an email or give us a call and we will be there to guide you through.

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

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