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Q&A

Does Lancaster Hotel and Spa offer flexible cancellation polices if my booking is affected by COVID-19? 

At Lancaster Hotel and Spa, we want to put your mind at ease by introducing a flexible approach to bookings. For any new reservation confirmed with us, we promise that if it is unable to go ahead due to COVID-19, we will transfer your booking to a mutually agreeable future date penalty-free. As an added assurance we will make no change to the previously agreed rates. 

Is the restaurant and bar area open at the hotel? 

We have currently adapted our food service to ensure that we are operating as safely as possible for the protection of our teams. We can now offer pre-packaged, delicious ‘grab and-go’ meals, created by our on-site chefs. This includes hot and cold options, in pre-loaded boxes. There will also be the opportunity, if you are a hotel guest, to dine in the comfort of your own bedroom.

Currently, the bar will be open 09:00am – 10:00pm for drinks. Boxed cold breakfast is available for room service only and the restaurant remains closes. Please email Lancaster-suite@brunel.ac.uk or speak to our reception team on arrival to find out more. 

How do I know my food is safe?   

All our food production is carried out under strict EHO guidelines and has full traceability. Our chefs and management all hold L2 Food Safety and Health & safety accreditation as a minimum. Chefs work in the kitchens, maintaining social distancing or following 1m+ regulations, with masks where distancing is not possible. 

Do I need to wear a face covering at the hotel? 

For members of the public, from 8 August, face coverings must be worn within any public area of a hotel which includes all reception areas, corridors and the bar and lounge area. Face coverings are not required in bedrooms. 

Do you have any special offers? 

Yes, we offer a wide range of special offers at the moment from staying the night or dining with us!

Please email lancaster-suite@brunel.ac.uk to find out more about our fabulous offers! 

What is your ‘Safe Stay’ guarantee? 

As we reopen the Lancaster Hotel and Spa, we are confident that we have thought of everything you need to have a safe stay. We have put a number of extra measures in place to ensure that you feel comfortable and safe, resulting in a better night’s sleep.

We joined the AA COVID Confident scheme, which guarantees to our customers that the hotel has in place the necessary risk assessment, safety measures and staff training to reopen safely, in line with the UK's government guidelines. 

What precautionary measures are your housekeeping team taking? 

Our housekeeping team are limiting the physical contact with surfaces and belongings in your room to protect your welfare and the welfare of our colleagues.

For guests who are staying for multiple night’s we will not be cleaning your room. On the fifth day of your stay a member of our team will place a bag containing clean linen, tea and coffee making products and toilet roll in your room.

Please leave any dirty linen and rubbish bags outside of your room by 11am each day for collection. If you require any clean towels or additional tea and coffee products etc, please contact reception. 

Will you still be taking cash as payment? 

Reception, bar and restaurant have gone Cashless. The use of contactless payments via card or phone app are encouraged. Cashless transactions are 3 times faster than cash transactions and help reduce queues and wait times.