Resort Reawakening

17th July 2020

Important Message


On behalf of my team I want to take this opportunity to reach out to you personally to assure you that the health and safety of both our future guests and my team members is, and always has been, the top priority at Lough Erne Resort.

Whether you are planning to visit the resort for your Summer holiday or a leisure break sometime in the future, our team members are ready to welcome you with the warm Fermanagh hospitality you’ve come to expect.

This is a fluid situation and we will continue to keep this page updated, strictly adhering to government advice and continually monitoring our protocols in line with ongoing updates.

Yours, 
Joanne Walsh
General Manager

Before reading our Q&A section we ask that you read our ‘Guest Care Promise’

Guest Care Promise

  1. We will minimise time spent at reception by asking guests to check-in in advance of arrival and providing express check-out, thereby avoiding the need to visit reception.
  2. We will temperature-check all staff and guests upon arrival.
  3. No one will be permitted inside the hotel if they present with a temperature.
  4. We will arrange the pre-booking of all experiences in advance.
  5. Our new, highly trained Guest Care and Wellness Team will be on hand at all times to ensure guests are safe and comfortable during their stay with us.
  6. Our Housekeeping teams will be increasing the frequency of cleaning throughout the resort. Door handles and other touch points will be cleaned regularly.
  7. We will provide hand-sanitisation units throughout for use by staff and guests,
  8. We will respectfully request guests to use electronic payment at all times.
  9. Items such as condiments and menus will be changed to single use.
  10. We will restrict the use of elevators to sole, family group and disabled guests use only.
  11. We will introduce a one-way flow system for food and beverage services.
  12. Guests will be allocated specific dining times.
  13. We will ensure appropriate social distancing rules are maintained throughout the resort
  14. We will continue to monitor and update our Guest Care Promise in line with best practices and advice from the government.

 

Common Questions & Answers

Is the resort open?

  • The resort reawakes on 17th July 2020
  • Loughside Bar & Grill | Castle Hume | Pro Shop is open from 3rd July 2020 (see details below)
  • We are now taking bookings for dates from 17th July 2020 onwards with rigorous health and safety measures and appreciate your support more than ever in these challenging times.
  • Bookings are available for both residents and non-residents wishing to make a food or beverage booking. Bookings for spa treatments and golf are noted below.
  • If you have a specific request regarding an existing booking please contact the reservation department on +44(0)28 66323230
  • Due to the current high level of phone calls we kindly ask that until further notice all new reservations check availability and book via our website which promises to offer the same rates that we provide by telephone.

Can I transfer my booking to a future date?

  • As a prospective guest you can book safe in the knowledge that you have the freedom to transfer your room reservation to a future date if you wish. If you have an existing booking, please contact our reservations department on +44(0)28 66323230 to arrange this.
  • An additional charge may apply due to the choice of your requested day of the week and time of year (e.g. moving a booked midweek date to a requested weekend date).
  • Please note: If you have or intend to book with a third party website such as Booking.com you will have to adhere to their booking terms and conditions, as these are outside of our control. 

What is the cancellation policy?

  • Guest room reservations can cancel within 48 hours without any penalty. In the event that there is delay in the reopening date of the resort due to government advice and your arrival is within that delayed period there will be no charge to cancel your reservation and you will have the option to reschedule to a future date.

Will the dining and beverage facilities be open?

The Blaney Bar 

  • The Blaney Bar will reopen from 17th July 2020 to both residents and non-residents on a pre-booking basis only for food and drinks.
  • We will not be able to accomodate walk-in business in line with our 'Guest Care and Well-Being' promise.
  • The Grazing Menu will be served daily between 12 Noon-10pm with table service for all beverages.

Loughside Grill

  • Loughside Grill is reopen from 3rd July 2020 to both residents and non-residents, subject to occupancy levels.
  • We will not be able to accomodate walk-in business in line with our 'Guest Care and Well-Being' promise.
  • The Menu will be served daily between 12 Noon - 10pm with table service for all beverages.
  • In the event Loughside Grill is closed due to occupancy level, guests will be offered alternative dining in The Blaney Bar.
  • For bookings please phone: +44(0)28 6632 3230

The Catalina Restaurant

  • The Catalina Restaurant will reopen from 17th July 2020 to both residents and non-residents.
  • We will not be able to accomodate walk-in business in line with our 'Guest Care and Well-Being' promise.
  • The dinner menu will be available from 6.30pm to 10.00pm on a Friday, Saturday and Sunday

Afternoon Tea

  • The Catalina Restaurant will reopen from 17th July 2020 to both residents and non-residents.
  • We will not be able to accomodate walk-in business in line with our 'Guest Care and Well-Being' promise.
  • The afternoon tea menu will be served daily from 2pm to 4pm.

Will room service be available?

  • It is planned a room service menu will be available to all residents within the main hotel building.
  • There will be a takeaway style menu available to guests staying within the resort lodges.

Will the swimming pool be open?

  • It is planned the infinity pool, sauna and Jacuzzi at The Thai Spa will be open to residents from 17th July 2020 with social distancing and increased health and safety precautions in place.
  • In line with social distancing and guest care all residents will be required to make a booking on the day to be able to use the infinity pool, sauna and Jacuzzi at The Thai Spa

Will the gym be open?

  • It is planned the gym will be available to residents from 17th July 2020 complimentary with a booking slot to be made in The Thai Spa on the day of use.
     

Will The Thai Spa be available for spa treatments?

  • It is planned The Thai Spa will reopen from 17th July 2020 for both residents and non-residents and we will not start taking advance bookings for our reopening until 1st July 2020.
  • Treatments will not include any facial contact and when the time is right facials will be reintroduced.
  • Your spa therapist will be wearing a facial shield during your back or foot treatment and we will provide a disposable facial mask for you to be able to wear. On entry to your treatment room the therapist will wash their hands and request that you do also due to best practice prevention in the spread of COVID-19.

Is the golf courses open?

  • The golf courses are open to visitors from 28th June 2020 and bookings are available via this link: http://bit.ly/3d5lRRg
  • In line with COVID-19 tee times are sufficiently separated to respect social distancing, participants are required to keep at least 2meters from their fellow golfers and there are hand sanitisers available along with a number of other health and safety precautions.
  • We wish to advise that the driving range and the academy are closed until further notice. 
  • Check-in to either golf course will be at The Resort Golf Shop when the golf courses are reopened to non-members.
  • Golf buggies and other golf equipment such as clubs will not be available to hire until further notice. We will keep you updated on this in line with the reopening of the golf courses when the time is right.

Is the golf academy and driving range open?

  • The driving range is currently open and you must obey the rules in place.
  • Due to COVID-19 and the need for social distancing, both the golf academy and the driving range is currently closed. This closure will be reviewed on an ongoing basis in conjunction with daily updates from the NI Executive.  

 

What is the cleaning procedures of guest rooms?

  • The resort has rigorous cleaning procedures as standard throughout. As an extra precaution, we have introduced enhanced cleaning and sanitisation protocols throughout all bedrooms, public areas and back of house. Hand sanitisers are also available for all guests, customers and staff to use.
  • The resort continues to follow the latest guidance from the World Health Organisation, Public Health England and the NHS, and ensuring all staff are up to date with enhanced procedures across the resort.

Do you have private accommodation available?

  • The resort has a range of two and three bedroom self-catering lodges which are located on the grounds of the resort overlooking Lough Erne. These lodges are available to book on a self catering basis for a 3, 5 or 7 night basis.

Can I buy a gift voucher?

  • Gift vouchers can be purchased online for use throughout the resort to stay, spa, golf or dine and are valid for use up to 31/12/2021. Visit: https://bit.ly/33UdyDW
  • If you have a resort voucher that expires between 01/03/2020 and 31/12/2020 the resort will extend your voucher in goodwill until 30/06/2021. Full details of how to extend your voucher(s) will be provided when the resort reopens.
  • Please note: those that received complimentary vouchers from the resort that expired at the end of March 2020 as part of our Christmas promotion will be able to use their voucher between 01/09/2020 and 24/12/2020.

I have a wedding or event booked, will it go ahead?

  • We look forward to welcoming you to the resort and request that you kindly contact our Events Department on +44(0)28 6632 3230 if you would like to discuss your wedding or event booking.

Can I make a wedding appointment?

  • Are you engaged or thinking of getting married? Joanne Walsh, General Manager would be delighted to arrange a wedding video appointment with you via FaceTime or WhatsApp. Simply fill out an enquiry form and include this request.

Have there been any confirmed cases within the property past or present?

  • There have been no confirmed cases of COVID-19 at the resort.

Have you other questions?

Should you have any other questions please contact our reservations department on +44(0)28 66323230 and they will be happy to assist you further.

We hope you will all stay safe in these unprecedented times and take this opportunity to thank you for your valued support over the years.

We look forward to welcoming you back with the warm Fermanagh hospitality you’ve come to expect in the near future..

Stay safe and we look forward to welcoming you back when the time is right.

Kindest regards,
Lough Erne Resort Management Team

 

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