In the latest edition of The Independent Hotel Show’s Hotelier Edit series, we speak to Rothay Manor's Co-Founders Jenna and Jamie Shail about being dog-friendly, redefining modern luxury, and why personal touches and local stories lie at the heart of their Grade II-listed retreat in the Lake District.

Tell us about your journey from ski chalets in France to running a Grade II-listed hotel in the Lake District, what drew you to Rothay Manor?

We spent 12 wonderful years in the French Alps and cherished every moment, but the pull of home grew stronger over time. Jamie had been visiting the Lake District since childhood, and together we decided this stunning region was where we wanted to settle. Just as we were about to secure another property in the area, Rothay Manor came on the market — and we instantly knew it was the one. We were drawn to its distinctive architecture (rare for the area), the elegant wrought-iron balcony, and the generously sized rooms.

Food is at the heart of Rothay Manor. Can you share more about what guests can expect from your new restaurant, Rowan?

We’ve just launched our new restaurant concept, Rowan. It’s a fresh take on relaxed dining in the Lakes, shaking up the status quo, that’s all about delicious food without the white tablecloth formality.

We've always had a passion for great food, but over time, tasting menus and small plates began to feel a bit tired. While they have their place and can be exceptional, we felt it was time to evolve our restaurant.

Our vision was to bring a fresh, modern approach — one that celebrates hyper-seasonal, locally sourced ingredients, with recognisable flavours and techniques. We also felt strongly about giving our guests more freedom, moving away from a fixed-price format. Instead, we've introduced a price-per-dish menu, allowing diners to tailor their experience — whether that’s a single course or the full journey, complete with snacks, sides, cheese, and dessert.

With head chef Cameron Smith at the helm and a focus on showcasing local Cumbria produce, what local suppliers/partnerships are you most proud of?

Cameron has put a lot of effort into finding the best local suppliers. One standout discovery was in Martindale, where a young boy, eager to support his family and help fund extra tuition for his dyslexic brother, began raising ducks to sell their eggs. It’s stories like this that make sourcing locally so meaningful.

The hotel is proudly dog-friendly, with eight dedicated rooms and a dog washroom. Why was it important to you to create such a welcoming environment for four-legged guests?

As dog-owners ourselves we like to take our dogs everywhere that we go, and we couldn’t imagine having a holiday in the Lakes without them!  There’s something really satisfying about enjoying a long dog walk in the fells and then see them sleeping peacefully in front of a fire!

You’ve created your own ‘Rothay Rambles’ walking guides for guests. How do you decide which routes to include, and what makes a great walk in Ambleside?

We created our Rothay Rambles to offer guests a glimpse of the fantastic walking routes right on our doorstep, to help them get to know this part of the world and live like a local while they’re here. Each walk is easy to follow, showcases stunning views, and can be completed in just a few hours. We hope they not only highlight the beauty of the area but also inspire people to venture out and explore some of the more challenging trails nearby too.

What does a great customer experience look like at Rothay Manor, and how do you and your team deliver that consistently?

Our goal is to create a true home-from-home experience, where nothing is ever too much trouble. To make this possible, we invest in regular staff training, role-play scenarios, and team-building exercises to ensure our team feels confident and capable in every aspect of their role. We also try to think outside the traditional hospitality training box too, for example some of our team members have just completed an equine training day – working with horses to support their personal and team development too. This enhanced confidence empowers them to communicate naturally and deliver genuinely outstanding service to our guests.

The Lake District offers a huge variety of outdoor activities, from paddleboarding to off-road driving. How do you help guests make the most of what’s on offer?

The Lake District is a playground for outdoor enthusiasts, and helping guests make the most of it starts with understanding their interests and comfort levels.  We partner with trusted local providers for things like paddleboarding, guided hikes, or off-road experiences to ensure quality.   Our Locals Guide has up-to-date options, insider tips, and weather-dependent suggestions which guests find incredibly helpful.

We also encourage our team to have first-hand experience of these activities. When staff can share personal recommendations, it helps build trust and creates a much more engaging and tailored experience for each guest.

You talk about having a small, intimate team who genuinely care. How do you approach recruitment and building a positive team culture?

First and foremost, we look for the right personality fit when welcoming new team members — warm, approachable individuals with a positive, can-do attitude. We then build on this foundation through ongoing training and regular team-building activities, helping everyone grow in confidence and cohesion.

What do you think defines an independent hotel, and how does Rothay Manor reflect that identity?

An independent hotel is defined by its individuality, personal touch, and freedom from the constraints of large chains or corporate structures. It’s about creating a unique experience that reflects the character, values, and vision of the people behind it — often with a strong connection to the local area and a genuine passion for hospitality.

At Rothay Manor, that independence shines through in everything we do — from the warm, personalised service to the carefully curated interiors and locally inspired menus. We're not following a formula; we're creating something authentic. Because we're hands-on owners, every detail matters to us — whether it’s sourcing produce from a local farmer, developing thoughtful walking guides like our Rothay Rambles, or making sure dogs are just as welcome as their humans.

Our independence allows us to stay flexible, evolve with our guests’ needs, and keep things personal. It’s this freedom that lets Rothay Manor feel more like a home than a hotel — and we believe that’s what makes the experience truly memorable.

The theme of the Independent Hotel Show this year is ‘redefining luxury’ – what do you think defines a luxury hotel experience in 2025?

In 2025, luxury in hospitality is no longer just about opulence or price point — it’s about emotional connection, authenticity, and personalisation. Guests are increasingly seeking experiences that feel tailored, thoughtful, and grounded in meaning. True luxury today is being seen and understood as an individual.

At its heart, luxury is quiet confidence — a warm welcome, intuitive service, beautifully considered spaces, and a sense of calm and comfort that lingers long after check-out. It’s knowing that the food has been sourced locally with care, that your room reflects character rather than conformity, and that your time is truly your own — not dictated by rigid structures or one-size-fits-all offerings.

At Rothay Manor, redefining luxury means creating a space that feels relaxed yet refined. It’s about the small, human touches: remembering a guest’s favourite wine, preparing dog towels after a rainy fell walk, or giving people the freedom to choose how they dine. It’s this blend of thoughtfulness, flexibility, and genuine hospitality that we believe defines modern luxury.