Stay safe with us

WE ALWAYS CARE ABOUT YOUR HEALTH & SAFETY

Our priority is to protect the wellbeing of our team members, guests and business partners alike during the prevailing Covid-19 era. We’re still the same great hotel that you know and love, just with heightened guest safety and enhanced sanitisation for your comfort. Below we have outlined some of our new safety and sanitisation measures, so you know what you can expect when you next stay with us.

 

 

PRE-ARRIVAL

Check-in: Where possible, guests are encouraged to complete all check-in formalities with our reservations team at least 24 hours prior to arrival, to reduce contact time at Reception. The reservations team will also be able to fulfil any pre-arrival requests such as breakfast bookings, dinner reservations and any other preferences to help personalise your stay.

Flexible cancellation policy: We’re offering greater flexibility with free cancellation until 2pm on the day of arrival, just in case travel plans change. This applies to all rates and packages booked on Royal Lancaster London’s website or via your preferred travel advisor.

Arrival time: We kindly ask guests to communicate their arrival time to the hotel at least 24 hours prior to arrival. This will allow us to ensure social distancing is maintained.

Health & Safety guidelines: These are provided to guests via pre-arrival email.

GUEST TRANSPORT

Guest transport: The hotel is able to share taxi operator COVID-19 Health & Safety procedures with guests on request (applicable for Private Chauffeur, pre-booked via Concierge only. Not applicable for Black Cabs, Bolt, Uber or any other form of taxi).

Hotel Driver/Vehicle: In line with government guidelines, our driver and guests are required to wear a face covering at all times whilst inside the vehicle. The front seat will not be used and the maximum number of guests allowed will be two. If guests have not travelled together, then two vehicles will be required.

Sanitisation: The driver will sanitise the vehicle’s high-touch points before arrival and again after drop off. This includes passenger seats, door handles (inside and outside), seat belt buckles, arm rests and boot handle.  Cars will also receive regular internal and external vehicle cleaning.

Hand sanitisation: The driver will use disinfectant wipes when handling guest luggage and sanitise hands thoroughly after dropping off guests and after loading and unloading luggage.

Luggage handling: Luggage will be sanitised on arrival at the hotel with guest consent. Luggage must remain locked/sealed at all times.

Guest amenities: Guest amenities inside the car will be limited and newspapers/magazines removed until further notice. There will be disposable hand sanitisation wipes available.

ENTRANCE

Hand sanitisation: Sensor-based hand sanitiser dispensers are positioned at the hotel entrance and in all public areas.

NHS Track and Trace: In line with government guidelines, we require our guests to use the NHS Track and Trace service. The QR code for the hotel will be clearly displayed.

Febrile guests: Any guest displaying a fever, high temperature of 37.8 degrees or above will be directed to the closest hospital/medical facility.

Luggage sanitisation: On arrival, either disinfectant wipes or UV light is used to sanitise luggage with guest consent and luggage trolleys are sanitised frequently too.

Social distancing: In line with government guidelines, social distancing must be adhered to at all times. As a reminder to guests, signage is clearly displayed throughout the hotel.

Face coverings: In line with government guidelines, hotel staff and guests are required to wear a face covering at all times, in all public areas of the hotel.

RECEPTION, CONCIERGE, GUEST SERVICES

Sanitisiation: The front desk and high-touch points are disinfected on a regular basis, 24 hours a day. Guest pens are also sanitised before and after each use.

Magazines and newspapers: These have been removed from public areas, but can be provided on request with 24 hours’ notice.

Key cards: Bedroom key cards are sanitised before and after being issued to guests.

Payments: We are operating cashless and encourage contactless payment. Our PDQ machines are sanitised after each transaction.

GUEST LIFTS

Social distancing: In line with government guidelines, social distancing must be adhered to at all times. Clear signage is displayed in the lift lobby to avoid overcrowding inside the lifts.

Sanitisation: The lifts and high-touch points such as the operating buttons are sanitised every 2 hours.

Hand sanitisation: Sensor-based hand sanitiser dispensers are positioned in all lift lobbies.

GUEST ROOMS

In-room collateral: All non-essential collateral such as compendiums, magazines and note pads have been removed. The in-room dining menu is available digitally via a QR code, however, a single use menu can also be provided on request.

Face coverings: In line with government guidelines, our room attendants are required to wear a face covering at all times.

Housekeeping service: You will be asked at check in for your housekeeping preferences, including service frequency and timings. In order to minimise person-to-person exposure, our housekeeping service timings are flexible. Unfortunately, we have made the difficult decision to not provide turndown service until further notice.

Guests are able to choose from three options of daily service levels:

1) Zero contact – Attendants do not enter the room. Fresh towels and/or linen are left outside the room.

2) Minimal contact – Linen changed and bins emptied. Guests must vacate their room for 3 hours to allow it to be sanitised and aerated prior to and post service.

3) Full service (must be pre-booked) – Guests must vacate their room for 3 hours to allow it to be sanitised and aerated prior to and post service.

Bed linen & towels: Linen is handled with extreme care to prevent raising dust and potential contamination. Used linen is washed at a minimum of 70°C for at least 25 minutes.

In-room sanitisation: Each room is fogged with antimicrobial sanitising spray before and after the cleaning service. In addition, high-touch points including: telephone, remote control, door handles, toilet seat/flusher, faucets, shower controls, kettle, light switches, air conditioning control panel, shoe horn, clothes brush, hair dryer, minibar door and in-room safe are thoroughly sanitised during each service.

Any glassware or utensils will be replaced in full in between each departure and arrival guest, even if not used.

PUBLIC AREAS

Face coverings: In line with government guidelines, hotel staff and guests are required to wear a face covering at all times, in all public areas of the hotel.

Social distancing: In line with government guidelines, social distancing must be adhered to at all times. The furniture in our public areas has been rearranged to allow for social distancing.

Sanitisation: All high-touch points are sanitised on a continuous basis. Non-essential collateral such as newspapers and magazines have been removed. Our soft furnishings are sanitised each night.

Restrooms: An alternative to hand dryers is provided in the form of hand towels, with a touch-free disposal area.

RESTAURANTS, BAR, LOUNGE & IN ROOM DINING

Face coverings: In line with government guidelines, hotel staff and guests are required to wear a face covering at all times, in all public areas of the hotel.

Social distancing: In line with government guidelines, social distancing must be adhered to and discreet, visible markers are in place to assist guests,

Socially-distanced dining: Dining tables are appropriately set apart from each other to maintain social distancing. Team members will follow social distancing guidelines when interacting with guests and each other.

Table linen & placemats: Linen is always changed after each party has left and laundered as per our hygiene standards. Table tops and chair arms are disinfected after each guest departure.

Service style: À La Carte service is provided for breakfast, lunch, afternoon tea, and dinner. Some cold items may still be available for hand collection by guests. For in-room dining, contactless delivery is provided with tables/trays left outside the room for collection. All food items are covered in transit.

Optional ‘To Go’: Diners are offered the choice of disposable crockery/glassware or regular crockery/ glassware in all areas.

Menus: Menus are available digitally via a QR code however, a single use menu can also be provided on request.

Payments: We are operating cashless and encourage contactless payment. Our PDQ machines are sanitised after each transaction. 

Food safety: The strictest food hygiene practices continue to be observed throughout the hotel.

Ventilation: Restaurants & bars are sanitised and aerated after each meal period.

MEETINGS & EVENTS

Face coverings: In line with government guidelines, hotel staff and guests are required to wear a face covering at all times, in all public areas of the hotel.

Hand sanitisation: Sensor-based hand sanitiser dispensers are positioned at meeting room entrances and in all public areas. Disinfectant wipes will be available in all meeting rooms.

Socially-distanced meeting rooms: In line with government guidelines, the capacity of each meeting room has been reduced to allow for social distancing and signage is visible in all areas.

Service style: Individually portioned food and beverages are served and social distancing is enforced when guests queue for beverages and/or food during conferences. For banqueting, service styles and menus have been modified to ensure that touch points are limited.

Stationary: Delegates are encouraged to bring their own stationary, however, paper, pens and pencils are available on request. All paper left at the end of a meeting will be disposed of and all pens and pencils sanitised.

Sanitisation: Each meeting room is cleaned and sanitised after each use. Key touch points including telephones, projectors, remote controls, door/handles, light switches, flip charts and markers are sanitised after each meeting and during breaks.

Waste: Open topped bins with plastic liners are provided in all registration areas and are emptied and disinfected regularly.

DELIVERY AND RECEIPT OF GOODS

Face coverings: In line with government guidelines, team members are required to wear a face covering at all times, in all areas of the hotel.

Receipt of goods: In line with HACCP standards, any food transported in dirty containers or dirty vehicles will be rejected and the delivery of loose food discouraged.

Hand sanitisation: Mandatory regular hand washing and sanitisation is in place for our team members. Hand sanitiser is readily available in all back of house areas.

Sanitisation: Our goods receiving area and loading bay is thoroughly cleaned and sanitised daily.

Packaging: All outer packaging from food deliveries of fresh, frozen and dry goods is removed and decanted into sanitized containers/shelving prior to being taken into refrigerators, freezers and store rooms.

Suppliers: Supplier deliveries are scheduled to avoid unloading at the same time and allow social distancing to be observed. Suppliers and Drivers are not allowed to proceed beyond the demarcation line.

Waste collection: As per our usual procedure, waste collection is scheduled to not coincide with linen and food deliveries. Bins are washed and sanitised following collections.

LAUNDRY & GUEST LAUNDRY SERVICE

Face coverings: In line with government guidelines, team members are required to wear a face covering at all times, in all areas of the hotel.

Social distancing: Workstations are positioned to allow for social distancing guidelines.

Delivery/retrieval of guest items: Exposure in guest rooms is minimised where possible and all guest laundry items are covered in transit.

Washing programs: Linen is handled with extreme care to prevent raising dust and potential contamination. Used linen is washed at a minimum of 70°C for at least 25 minutes.

TEAM MEMBERS

Personal hygiene education & training: All team members are required to take part in extensive classroom style trainings regarding Covid-19, including symptoms and prevention.

Occupational Health Nurse: An Occupational Health Nurse is readily available to assist both team members and guests as needed. 

Temperature checks: All team members complete a mandatory self-certification health check prior to arrival through the hotel HR app, as well as a mandatory temperature check on arrival.

COVID-19 symptoms: As per government guidelines, any team member suffering from a high temperature, a new or continuous cough or a loss or change to their sense of smell or taste; will be asked to remain at home and get a test to check if they have the virus; they and anyone in their household must stay at home until the results are returned. Anyone in their support bubble should also stay at home if they have been in close contact with them since their symptoms started or during the 48 hours before they started.

Hand sanitisation: Mandatory regular hand washing and sanitisation is in place for our team members. Hand sanitiser is readily available in all back of house areas.

Social distancing: Team member shifts are staggered where possible to encourage social distancing. All team members have been trained to comply with social distancing guidelines.

Face coverings: In line with government guidelines, team members are required to wear a face covering at all times, in all areas of the hotel.

Team meals: Timings for meals have been increased and seating reduced to allow for social distancing in the staff restaurant.

Outer clothing and personal belongings: These items must be kept inside lockers at all times. Changing rooms are thoroughly cleaned and sanitised regularly on a daily basis.

Remote working: In line with government guidelines, remote working has been implemented where possible and shift patterns alternated in order to limit team member contact.

AA Covid Confident by Rated Trips