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Hotel FAQ

For the most up to date information on Coronavirus symptoms & advice please visit: https://www.nhs.uk/conditions/...

Hotels

Our hotels are open and you are encouraged to book online here for your stay.

We are very grateful for the patience and understanding of our regular guests and visitors, who have been asking when we will be able to offer our great hospitality, again.


We've made some changes...

We have undertaken an extensive assessment of the COVID-19 infection risk to guests and staff. As a result, we have made some changes to our working practices to reduce the risk as far as practicable and deliver first class, professional services.



Reservations

In order to manage the number of people in the hotels at any one time, we will be asking guests to book their reservation online. This will allow our teams to monitor the occupancy of the venues in line with social distancing measures and capacities of the restaurant and break out areas. You can book your reservation here.


PPE

You will be requested to wear a face mask in the hotel where social distancing cannot be upheld. 

The hotel staff will be wearing visors and appropriate PPE for job related tasks. Disposable aprons and gloves will also be in evidence for cleaning and sanitising the areas.

You will see perspex screens in some of the hotel reception areas to reduce the risk of COVID 19.



Hygiene

A rigorous cleaning regime is being employed in the hotels to ensure everyone’s safety, with high contact areas being sanitised every two hours and increased levels of cleaning in hotel bedrooms, following guest visits.

Hand sanitiser is available at the front of every hotel and you will be asked to use it before entering and again, as you exit.

We ask you to avoid touching any surfaces, if possible and that you wash your hands before entering the restaurant and bar areas. There is signage in place to remind guests to remind them of this procedure and sanitizers are available to use at the entrance of the food and beverage locations.

Payment using a contactless method, room charge and the 360 Bannatyne Wristband are the only methods of payment. No cash payments please.

The hotel rooms are sanitized to the highest level after every guest visit and cleaned using approved products effective on an enveloped virus such as COVID-19. Magazines, extra reading materials, extra pillows and runners on beds  have  been removed in every effort to reduce any COVID transmission. 

The restaurants, bars and outside areas are all set up for social distancing and this has enabled us to provide  comprehensive menu options, although these may have been reduced in some locations. Please go to the individual hotel sections for further updates and availability for dining options.



Covid - 19

If you have symptoms of COVID-19, you must not attend our Hotels.  The list of main symptoms are :

  • high temperature 

  • new, continuous cough

  • loss or change to your sense of smell or taste

Hotel Safety

We are excited to welcome you back to the hotels and hope that you are confident that we will be operating in very safe and hygienic surroundings. 


FAQS - General

Q: I had a spa break booked with you during the closure period. How do I rebook?

A: If you booked online, please rebook HERE. You will need your booking ID, voucher number, and the mobile and email used to make the original booking. Alternatively, please contact us using the form at the bottom of this page.

Q: I contacted you during the closure period in order to rearrange my stay with you. When will I hear back?

A: During our closure period, we received high volumes of correspondence. Unfortunately, whilst our staff were not in the business, we were unable to answer your query.  We kindly ask that you follow up on your correspondence, so our team can assist you. 

Q: Who can I attend my overnight stay with?

Anyone can stay at our Charlton House, Darlington, Durham and Hastings Hotel. 


Darlington Hotel FAQ

Restaurant

Q: Is your restaurant open?

  • Breakfast served 7.00am-10.00am Mon to Fri and 8.00am - 10.00am Sat, Sun and bank holidays.

  • Garden Lunch Menu - served 12 noon-5.00pm, daily.

  • Dinner served 5.00pm - 9.00pm, daily. (including weekends)

  • We are now open for Lunch 12.00-5.00pm, daily, ‘’Afternoon Tea’’, daily 12.00pm- 5.00pm and then Dinner 5.00pm-9.00pm daily for NON-RESIDENTS. Book a table is open to book online for Lunch, Dinner and Afternoon Tea for the above times.

  • Menus will be on our website under the restaurant tab, on allergymenu.co.uk - BAN474 and disposable on the day as required.

  • Alcohol, Soft drinks, Tea and Coffee will be available.

  • Names, telephone numbers and addresses will be recorded at booking stage or once seated at your table .

  • Inside the hotel, we are allowed a maximum table of 6, but only from 2 households.

  • Outside in the gardens, we are allowed a maximum table of 6 from 6 households.

  • Bookings for hot and cold drinks can be made using the book a table app.

Q: Is room service available?

  • Room service menu in operation for Breakfast and Dinner - these menus will mirror the restaurant 

  • 7.00am-10.00am Monday to Friday and 8.00am-10.30am Sat, Sun and bank holidays. Dinner between 5.00pm and 9.00pm, daily.

  • Menus will be on our website under the restaurant tab, on allergymenu.co.uk - BAN474 and disposable on the day as required.

  • Alcohol, soft drinks, Tea and Coffee will be available.

Events

  • Q: I was due to attend an event with you during the closure period or I would like to rearrange an event in the future?

  • A: All events that were due to take place during the lockdown period can be rearranged by contacting us directly on events.darlingtonhotel@bannatyne.co.uk 

We are currently awaiting further Government Guidance in this area - thank you for your patience.


Charlton House Hotel FAQ

Restaurant

Restaurant

Q: Is your restaurant open?

  • Breakfast served 7.00-10.00am Mon to Fri and 8.00am - 10.30am Sat, Sun and bank holidays

  • Bar and Lounge Menu - served 11.30am - 9.30pm, daily.

  • Dinner served 6.00pm - 9.00pm, daily.

  • Menus will be on our website under the restaurant tab, on allergymenu.co.uk - BAN477 and disposable on the day as required

  • Alcohol, Soft drinks, Tea and Coffee will be available

  • Names, telephone numbers and addresses will be recorded at the booking stage or once seated at your table.

  • Inside the hotel we are allowed a maximum table of 6 but only from 2 households

  • Outside in the gardens we are allowed a maximum table of 6 only from 6 households.

  • Bookings for hot and cold drinks are also welcome to book a table. 

Q: Is room service available?

  • Room service menu in operation for Breakfast and Dinner - these menus will mirror the restaurant which is 7.00-10.00am Monday to Friday and 8.00am-10.30am Sat, Sun and bank holidays. 

  • Dinner is served between 6.00pm and 9.00pm, daily. Certain items available for 24hrs, denoted separately on the menu.

  • Menus will be on our website under the restaurant tab, on allergymenu.co.uk - BAN477 and disposable on the day as required.

  • Alcohol, soft drinks, Tea and Coffee will be available

Events

  • Q: I was due to attend an event with you during the closure period or I would like to rearrange an event in the future?

  • A: All events that were due to take place during the lockdown period can be rearranged by contacting us directly on events.charltonhousehotel@bannatyne.co.uk.

 We are currently awaiting further Government Guidance in this area - thank you for your patience.


Hastings Hotel FAQ

Restaurant

Q: Is your restaurant open?

  • Breakfast served 7.00-10.00am Mon to Fri and 8.00am-10.00am Sat, Sun and bank holidays.

  • Lunch served Monday to Saturday 12.00-2:30pm and Sunday 12:30 - 3.00pm 

  • We are open to NON-RESIDENTS for hot & cold drinks, lunch and dinner, daily

  • Dinner served 6.00pm-9.00pm, daily ; reservations essential.

  • Menus will be on our website under the restaurant tab, on allergymenu.co.uk - BAN478  and disposable on the day as required

  • Alcohol, soft drinks, Tea and Coffee will be available.

  • Names, telephone numbers and addresses will be recorded at the booking stage or once seated at your table .

  • Inside the hotel, we are allowed a maximum table of 6 but only from 2 households.

  • Outside in the gardens we are allowed a maximum table of 6 only from 6 households.

  • Bookings for hot and cold drinks are also welcome to book a table. 

Q: Is room service available?

  • Room service menu in operation for Breakfast and Dinner - these menus will mirror the restaurant. 

  • 7.00am-10.00am Mon- Fri and 8.00am-10.00am Sat, Sun and bank holidays. Dinner between 6.00pm and 9.00pm, daily.  

  • Menus will be on our website under the restaurant tab, on allergymenu.co.uk - BAN478 and disposable on the day as required.

  • Alcohol, soft drinks, Tea and Coffee will be available

Events

  • Q: I was due to attend an event with you during the closure period or I would like to rearrange an event in the future?

  • A: All events that were due to take place during the lockdown period can be rearranged by contacting us directly on events.hastingshotel@bannatyne.co.uk.

We are currently awaiting further Government Guidance in this area - thank you for your patience.


Durham Hotel FAQ

Restaurant

Q: Is your restaurant open?

  • Breakfast served 7.00am-11.00am Mon to Fri and 8.00am-10.00am Sat, Sun and bank holidays.

  • Dinner served 5.00pm - 9.00pm, daily. (including weekends)

  • Menus will be on our website under the restaurant tab, on allergymenu.co.uk - BAN475 and disposable on the day as required.

  • Alcohol, Soft drinks, Tea and Coffee will be available.

  • Names, telephone numbers and addresses will be recorded at booking stage or once seated at your table.

  • Inside the hotel, we are allowed a maximum table of 4, but only from 2 households.

Q: Is room service available?

  • Room service menu in operation for Breakfast and Dinner - limited menu. Can be seen on check in. Mirrors main part of the menu.

  • 7.00am-11.00am  Monday to Friday and 8.00am-11.00am Sat, Sun and bank holidays. Dinner  is served between 5.00pm-9.00pm, daily.

  • Menus will be on our website under the restaurant tab, on allergymenu.co.uk - BAN475 and disposable on the day as required.

  • Alcohol, soft drinks, Tea and Coffee will be available


 

Couldn't find what you were looking for?

Please contact us using our Online Contact Form if you need assistance making or amending a reservation, or to provide feedback on your experience.


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