Below is a few of our Frequently Asked Questions, if you don't see an answer to your question, please do not hesitate to contact us. Our reservations team will get back to you as soon as possible.

Coronavirus - Latest updates for our customers

As you know there has been extensive advice from the Government, regarding non-essential travel.

We are therefore sorry to inform you that we have had to close our hotels for all arrivals, up to and including 30th April 2020.

It has also become necessary for us to temporarily implement a home working solution for our reservations team. From 25th March, our contact with customers will be by the following methods only:

We are continuing to proactively contact customers who had bookings to stay with us before 30th April via phone and email. PLEASE DO NOT CALL US, we will be unable to accept any inbound calls. The best way to contact us is via one of the methods above.

We ask all customers to please be patient and we will contact you as soon as possible, in departure date order.

Your options –

For hotel stays up to 30th April 2020

• Transfer your hotel stay to a later date, and you will receive a 10% discount off our latest prices. 

• Receive a credit voucher for the value of your stay, plus an additional 10%

 If you know which option you prefer now, you can email us at reservations@slghotels.com and we will confirm your changes. Just send the details below:

 I want to transfer my monies to a credit voucher - below are my details

1. Your Full Name

2. Your Existing Booking Reference and Hotel Name

3. Your Existing Departure Date

 I would like to transfer my booking to another date - below are my details 

1. Your Full Name

2. Your Existing Booking Reference

3. Your Existing Departure Date
4. New Date
5. New Room type (if known)

For hotel stays between 1st May – 30th June 2020

• Your balance due date will now move to just three weeks before your arrival date, meaning you don’t have to rush to pay us now.

• For any holidays you have for arrival in May or June we are offering the ability to amend to a future date without any fee. Normal T&C's will apply after this amendment. If you want to change the date of your May or June holiday, you can email reservations@slghotels.com with the following details:

1. Your Full Name

2. Your Existing Booking Reference

3. Your Existing Departure Date
4. New Date
5. New Room type (if known)

Once we receive your e-mail we will administer your amendments

Alternatively, please wait for us to call you.  

Many Thanks for your patience and support at this time

Andrew Francis, Managing Director


Do you cater for Disabled travellers?

At Coast & Country, we want to ensure that every single guest enjoys a comfortable, relaxing stay.

To help us provide you with service that suits your needs, we’ve set up a dedicated Special Help Desk. Call us on 01942 496 507, where we can help you with:

  • Hotel access.
  • Accessibility of public areas.
  • Disabled friendly rooms.
  • Information on disabled car parking.
  • Availability of mobile aids.

What leisure facilities do you offer at your hotels?

A number of our hotels include Leisure facilities:

  • The George Hotel in Chollerford has a Gym, Sauna and Indoor Swimming Pool.
  • The Pitlochry Hydro Hotel in Pitlochry has Gym and Indoor Swimming Pool.
  • The Derwentwater Hotel in Keswick has access to our partner health spa. It's a five minute drive from the hotel and is equipped with indoor swimming pool, gym and sauna. You can also arrange for spa treatments (Charges may apply for treatments).

Which hotels have swimming pools?

The following hotels have indoor pools:

  • The Pitlochry Hotel - Pitlochry
  • The George Hotel - Chollerford
  • The Derwentwater Hotel - Keswick (Not on site, about a three mile / five minute drive) 

Do the rooms have tea/coffee making facilities?

Yes, all of the bedrooms have tea and coffee making facilities.

What room types do you have?

We have a number of different room types, such as Standard Rooms, Superior Rooms, Premier Rooms and Family Rooms. To find out more, browse through our selection of hotels to see more details on each room type.

I have family / friends saying at your hotel. Can I arrange for a gift pack? 

Yes you can. We will need to know a few details, such as their names or booking reference and your contact details. To get in touch with us regarding this, you can follow the instructions on our Contact Us page.

I need to amend my booking. How do I do that?

The best way to amend your booking is to either call us on the telephone number provided at the top of the page, or follow the instructions on our Contact Us page.

What time can we check in to the room?

Check in time would be from 15:00 pm and you need to vacate your room by 10:00 am the morning of your departure.

Is there a hair dryer in the room?

Yes there is, if not one will be available at reception.

Is there an Iron and Ironing board available?

Yes, reception will have one that will be available on request.

Do the beds have duvets or sheets and blankets?

All beds have duvets, and blankets are available on request.

Are you dog friendly?

Yes we accept dogs for an additional supplement of £15 per night. Please click here to find out more. 

Do you sell holiday insurance?

Yes, we do sell holiday insurance. When you book a holiday with us, you should enquire about holiday insurance.

What happens if I cancel my holiday?

You may cancel your hotel break at any time, but if you do so you will have to pay cancellation charges based on a scale.

These charges are to compensate us for the risk of not being able to re-sell your accommodation. When you cancel you must inform us or your travel agent in writing and your cancellation only takes effect from the date we or your travel agent receive your notice in writing, signed by the person who made the booking, together with any travel tickets or vouchers we may already have sent you. Please note that if only part of a booking is cancelled this may mean that the accommodation booked will be under occupied and may result in the remaining guests having to pay any applicable supplements, e.g. changing a twin room to a single.

Can I book a single room and is there a supplement?

Yes you can book a single room. All you need to do when searching for availability on our website is change the number of people to one, our website will then do the rest for you. With all single person bookings there is a small supplement.

Which hotels have wireless internet connection?

All of our hotels have wireless internet. Once you check into the hotel please enquire at reception for further details.

Is there wheelchair access at your hotels?

For information on wheelchair access we have a Special Help Desk which you can ring on 01942 496 507.

Are towels provided?

Bathroom towels are provided throughout your stay.

Who do I advise about dietary needs?

You can let us know via a number of methods, firstly if you are booking online in the Guest Information section of your booking you have the option to select a number of different requirements.

These include such things as Coeliac, Gluten Free or Diabetic. If you would prefer to speak to someone please feel free to ring the telephone number provided at the top of this page. If you have made your booking you can give us a ring on the phone number of the top of this page or follow the instructions on the Contact Us page.

Can I extend my break during my stay?

You can extend your holiday during your stay subject to availability. We would suggest you let the hotel know as soon as possible to avoid disappointment.

When is the balance of my holiday due?

The full balance of your holiday is due four week before you arrive. You can follow the instructions on the Contact Us page to get in touch to find out more.

What is car parking like?

You can find information on car parking for our hotels on each of our hotels pages, within the location section.

Will I receive confirmation through the post?

Within a couple of days of booking you should receive your holiday documents.

I would like to make a group booking of 20 or more people

For more information and contact details on group booking please click here.

Can I get directions to your hotel?

There are directions for various types of transport on each of our hotels pages, within the location section.

What is your Smoking Policy?

We operate a strict no smoking policy in our hotels

Can I take my children or grandchildren?

Yes you can take your children / grandchildren on holiday, our charges for infants and children are:

  • 2 years old and under - Free of charge.
  • 3 to 8 years old - 50% reduction.
  • 9 to 12 years old - 25% reduction.
  • 13 years and over - full adult price.

What credit and debit cards do you accept?

We accept a number of card, they include:

Debit cards:

  • Visa Electron
  • Maestro
  • MasterCard Debit
  • Visa Debit
  • Solo

Credit cards:

  • American Express
  • MasterCard
  • Visa

What happens if I do not receive my confirmation before I go on holiday?

If you do not receive your booking confirmation through the post before you go, please print off your email confirmation if possible, if not your booking reference number will be fine.

Who do I contact if I have further questions?

If you have any further questions or queries, please do not hesitate to contact us. You can do that via a number of ways:


0844 4999 357
Monday to Friday - 08:00 to 20:00
Saturday - 09:00 to 18:00
Sunday - 10:00 to 15:00

Customer Services
0844 8246 355
Monday - Friday 09:00 - 17:00

Alternatively, please contact the hotel you are staying with.


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