Stay safe with us

We’re still the same great hotel that you know and love, just with heightened guest safety and enhanced sanitisation in place for the safety and comfort of our guests, team members and business partners.

Below we have outlined our current safety and sanitisation measures here at Royal Lancaster London, so you know what to 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.

ENTRANCE

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

NHS Track and Trace: We encourage our guests to use the NHS Track and Trace service. The QR code for the hotel will be clearly displayed.

Febrile guests: Any arriving 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, our hotel team will continue to wear face coverings in enclosed spaces. Guests are no longer required to wear face coverings should they prefer not to.

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

Self-isolating guests: For guests who are displaying symptoms or who are isolating due to exposure or quarantine, contactless service will apply and we will not be able to enter the rooms until a negative PCR test has been provided. Our Director of Accommodation Services will reach out and discuss how to minimise the inconvenience and how to make the stay as comfortable as possible.

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: Our team members will wear a face covering if entering a room where the guest is inside.

Housekeeping service: In order to minimise exposure to our guests and our team, we have made the difficult decision to not provide turndown service until further notice.

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: Our rooms are deep cleaned and sanitised after each departure, and high-touch points are disinfected during each service, including the 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.

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, our hotel team will continue to wear face coverings in enclosed spaces. Guests are no longer required to wear face coverings should they prefer not to.

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, our hotel team will continue to wear face coverings in enclosed spaces. Guests are no longer required to wear face coverings should they prefer not to.

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

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: Buffet utensils are replaced and washed regularly during service. Sanitiser is readily available for guest use at the breakfast buffet and in all outlets. For in-room dining, the option of 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 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: Our Events Service team will continue to wear face coverings when serving guests.

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.

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

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, our hotel team will continue to wear face coverings in enclosed spaces.

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 PCR test.

Lateral Flow Tests: All team members are subject to regular Lateral Flow Tests every 72 hours.

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, our hotel team will continue to wear face coverings in enclosed spaces.

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.