Covid-19

Book with Confidence

 

The Lanesborough is closely monitoring the Covid-19 pandemic and our foremost priority is the health and comfort of our guests and team members. In addition to implementing new hygiene and safety measures, we have developed specific protocols for the following procedures, strictly adhering to the public health guidelines of the UK Government, to ensure your stay with us is safe and secure. These policies are subject to change, and regularly updated in line with the UK Government and WHO.

In line with the latest UK government guidelines our restaurants, bars, events spaces and The Club & Spa are closed from 5th November to 2nd December 2020. Our guest rooms will remain exclusively open to business travellers for whom Room Service will be available 24 hours a day.

Safety measures

Cleaning and Hygiene

Employees

Employee use of preventive equipment is mandatory including hydroalcoholic gel and masks. All employees are trained in updated sanitation protocols.

Rooms, Restaurants, Bars, Club & Spa and Public Areas

Strict sanitation protocols for housekeeping, cleaning and disinfection, across the entire hotel, adhering to the guidelines of the UK Government and the WHO.

Laundry

Strict sanitation protocols are in place for in-house laundry services.

Services

Strict sanitation protocols are in place for all porterage and Chauffeur services.

Guest Rooms & Turndown

Daily housekeeping service including turndown service will be carried out whilst hotel guests are not in the room, unless requested otherwise by the guest.

Restaurants & Bars

Menus

QR code and digital menus are available in all restaurants and bars.

Hours & Capacity

Staggered restaurant dining times are in place and party sizes are restricted to six people per table. Capacity in our restaurants and bars has been reduced in order to respect UK social distancing rules.

Food

Our food producers and artisans are required to respect strict sanitation protocols.

Health

Guests and employees will have their temperature taken at the hotel entrance by state of the art thermal heat cameras.

The Lanesborough Club & Spa

Health

Guests, members and employees will have their temperature taken at the club and spa entrance by state of the art thermal heat cameras.

Access

The Club & Spa is limited to members, hotel guests and day spa guests with a valid reservation only.

Capacity

Daily sessions for a period of one hour may be booked by hotel guests to enjoy the hydro pool, gym and thermal facilities to ensure social distancing.

Protection

Masks and gloves are available to guests, offered on arrival.

Hygiene

Sanitation kits containing individual-sized hydroalcoholic gel and disinfectant wipes are available and hydroalcoholic gel dispensers are placed throughout the spa.

Guest and Hotelier Safety

Health

Guests and employees will have their temperature taken at the hotel entrance by state of the art thermal heat cameras.

Arrivals & Departures

Express check in and virtual check out options are available upon request.

Social distancing

Employee movement rules and traffic flow guidance throughout the hotel are in place to respect social distancing guidelines.

Access

Hotel access is limited to hotel residents and guests with valid reservations only.

Protection

Masks and gloves are available to guests, offered on arrival and throughout their stay.

Hygiene

Sanitation kits containing individual-sized hydroalcoholic gel and disinfectant wipes are placed in all rooms and hydroalcoholic gel dispensers are available throughout hotel.

Privacy

'Do not enter my room' option available to hotel guests. Strict protocols of room entry are in place with guest permission only.

Lifts

One single person or family are permitted use of the lifts at a time.

Guest Transportation

Health

Employee use of preventive equipment is mandatory including hydroalcoholic gel and masks. All employees are trained in updated sanitation protocols.

Hotel Cars

Hotel cars will be thoroughly cleaned before and after each use and no more than four guests will be permitted per SUV and no more than two guests per sedan. A personal protection kit is available for every passenger.

VIP Aircraft Meet & Greet - Arrivals

The VIP team will be waiting for you to step off the aircraft, where you will be whisked away by a luxurious vehicle to your private lounge. Whilst you unwind, our team will assist with immigration formalities and collect your luggage. A Lanesborough Chauffeur will be waiting outside the lounge ready for an immediate departure to the hotel.

VIP Aircraft Meet & Greet - Departures

A Lanesborough Chauffeur will pull up at the dedicated entrance and you will enjoy the oasis of calm that is Heathrow VIP. The VIP team will take care of everything, while you relax, work or spend time with your invited guests in your own private lounge. Security procedures occur within the suite, and once your flight is ready you will be driven by private luxury vehicle directly to the aircraft.

Aircraft Meet & Greet - Arrivals

An agent from the Meet & Greet service will meet you at the gate with signage, who will escort you through immigration, baggage re-claim and customs. Baggage porterage is available who can collect your luggage for you. You will then be escorted to your final mode of transport with your luggage.

Aircraft Meet & Greet - Departures

You will be greeted when you arrive kerb side in your mode of transport by an agent from the Meet & Greet service. Baggage porters can be arranged to collect and transfer your luggage upon meeting. The agent will assist you through check in and then escort you through security. If you have booked a lounge then you will then be escorted to the comfort of a lounge while you wait to board. You will arrange a first or last call board time with your agent to collect you from the lounge and escort you to your aircraft.

Rooms Reservation Policies

Updated Policies

Purpose of Travel

As part of our booking process, guests will be asked to confirm they have booked accommodation for one of the following reasons: business or work purposes, education purposes, for purposes requested by the local authority or Secretary of State, somebody unable to return to their main residence, somebody who uses the hotel as their main residence, somebody who is moving house, somebody attending a funeral, somebody who is isolating, somebody who is an elite athlete or coach.

Overseas Travel

As per the UK government, all guests arriving from overseas are now required to complete a passenger locator form, regardless of where they are travelling from. The form can be completed in advance (see link to form below) in order to make their arrival as seamless as possible. Please be aware that the UK government requires visitors to self-isolate for 14 days as they enter the UK should they be travelling from a country that is not part of the COVID 19 Travel Corridor List (see link below). Should visitors stay in the UK for less than 14 days, the UK government requires them to self-isolate for the entire duration of your stay. In light of the UK regulation, guests will be required to stay in their room during your self-isolation. During this time, our public areas (restaurants, bars, lounges and Club & Spa) will not be available. In-Room Dining will be available throughout our guest’s stay or they may use the assistance of our Concierge team to order from other London restaurants. Our Concierge team will assist guests throughout their stay for any personal shopping requirements and our entire team is poised to make stays with us as enjoyable as possible during this time.

Force Majeure

Due to the ongoing uncertainty regarding the Covid-19 pandemic, The Lanesborough reserves the right to cancel a reservation* and to cancel any contract for services relating to a stay at The Lanesborough after a guest has checked-in for any reason at any time, giving 48 hours cancellation notification. If The Lanesborough deems it necessary to cancel a reservation or any contract for services after check-in has occurred The Lanesborough will make every effort to find you a similar level hotel at a similar price point/location at your cost, or alternatively it may offer an alternative date for the fulfilment of such reservation or stay, and it will not charge any administration fees. You may accept or decline our offer of an alternative date/hotel at your discretion. If you decide not to amend the date of your reservation or stay at The Lanesborough, The Lanesborough will make a full refund of any reservation fees or deposit paid and of the amount of any fees paid relating to the unused portion of your stay, as applicable. The payment of the full refund of any deposit and any fees will be the full amount of The Lanesborough’s liability to you arising out of such cancellation. Our cancellation policy is subject to change, especially during the current circumstances. The Lanesborough will not make a decision to cancel any reservation or any part of a guest’s stay at The Lanesborough lightly but our foremost priority is the health and comfort of our guests and team members. *For the purposes of our cancellation policy, a “reservation” includes any/all reservations or bookings in respect of accommodation, reservations in our restaurants and bars, for afternoon tea and events, whenever the reservation or booking was made, taken or confirmed.

With these safety measures in place, and upholding our values of excellence and refined hospitality, we look forward to welcoming you back to The Lanesborough for a pleasurable stay.

Marco Novella
Managing Director
The Lanesborough