Which sites are open? We will be opening a selection of our sites from the 12th April for outdoor dining in England and from the 26th April in Wales. Selected Scottish sites will be open for indoor and outdoor drinks and dining from 26th April. Where this is not possible, we can't wait to welcome you back on 17th May when we fully reopen.
Please look at our Facebook pages to see when your local will be opening.
What hours are they open? For our open sites, some of our opening times may be slightly different whilst we continue to operate with social distancing policies in place. While we are trying to keep our websites as update to date as possible, for the most accurate opening times please call the restaurant or pub directly, or again their Facebook site.
Are bookings being taken? Yes, we highly recommend that if you want to visit one of our restaurants/pubs, that you book ahead to make sure that we can accommodate you and your family safely.
Where are bookings being taken? To make a booking you can book online via the website, or app if the restaurant has one. For larger parties please contact the pub/restaurant/bar directly.
Are walk ins allowed? Whilst we will always try and accommodate walk-ins, due to social distancing measures this may not always be possible, or may incur a long wait. We strongly recommend for your own convenience that you book ahead. We take bookings on the day so even if it’s a last minute treat it's worth booking ahead.
How are you supporting the Test & Trace scheme? In support of the NHS Test and Trace initiative, when you arrive you'll be asked to register your details. Please note that it is mandatory for all guests to provide contact details for Test and Trace purposes, and if this is not provided we cannot serve you. Your data will not be used for any other purposes and will be disposed of securely within 21 days of your visit. if you dont have a mobile phone or the NHS Test and Trace app, one of our team will be happy to assist you.
Do I need to wear a facemask? It is mandatory for all guests and team members* to wear a face covering when moving around our bar or restaurant.
It is not necessary to wear a face covering when seated at your table.
This does not apply to children under the age of 5 in Scotland and 11 in Wales or to guests and team members with medical exemptions
Thank you for your cooperation
*Not applicable in Wales or for team members who don't work in close proximity to our guests or those operating behind a screen.
Are you offering bar only service as well as food? Yes, you are welcome to come for drinks, however following government guidelines, you will need to be seated during your visit. We suggest you book ahead to avoid disappointment.
Are you doing takeaway? We offer several different takeaway and delivery options. You can purchase through our apps or online; and a number our sites partner with Just Eat and Deliveroo to offer a to your door delivery service.
Are play areas going to open? For the safety of all our guests, especially the younger ones, and in accordance with government guidelines, all play areas will for the time being, remain closed.
Are your hotels open? A selection of our Inn Keepers Collection Hotels are opening from 26th April in line with the government roadmap. For more details please visit https://www.innkeeperslodge.com/
Are you accepting cash or card only? For the safety of our team we are asking all guests, wherever, possible to pay by card or contactless methods. We accept, contactless card payments up to £45, Apple Pay & Google Pay, or you can download our app and pay at the table.
How far in advance can I book? We are taking bookings on a three month rolling basis - check your local restaurant for details.
Are children welcome? Yes, children are welcome when accompanied by adults. We do however ask that they are supervised at all times and remain seated at the table to allow our teams and guests to safely move about the restaurant whilst observing social distancing.
Are you taking bookings for private parties? We aren't currently taking bookings for private parties. You can send us an enquiry which we will review this as the government guidance changes on group sizes.
How are you ensuring utensils, glasses and crockery are clean? All crockery and glassware will be brought to the table by your server having been thoroughly cleaned beforehand.
Are you using guards or separators? We have followed all mandatory government guidelines to ensure the safety of our guests, this has meant that we have not needed to separate tables with Perspex screening in majority of our restaurants.
Will your team members be using PPE? If so what? Where appropriate to the role, team members will be using PPE. All front of house staff have been given the option of wearing PPE whilst at work.
How often is the furniture and touch points being cleaned? We already had a rigorous cleaning policy in place that included regular cleaning checks, these have now all been doubled in frequency as well as adding a number of new policies and procedures to make sure that our environment is as clean and safe as possible.
How often are the toilets being cleaned? Toilet checks and cleaning procedures are being carried out by a designated member of staff every 30 minutes. If you see any issues whilst using our facilities please make a member of the team aware so this can be rectified straight away.
How often are the kitchens being cleaned? Our kitchens are always cleaned at regular intervals throughout the day, however, we have set in place additional cleaning policies to increase the frequency.
Are team members washing hands frequently? Yes our team members are advised to wash their hands at least every 30 minutes, and after any occasion where they may have come into contact with another person or object of risk.
Are your team members being tested? There are no government guideline for hospitality workers to be tested before returning to work. We are however carrying out daily health checks before every team members starts a shift. Anyone presenting symptoms is being asked to immediately self isolate.
What distance are you applying in your table spacing? Our table spacing has been done in line with current government guidelines to ensure the safety of both our staff and guests alike.
One of your staff is heard to be unwell but not taking time off what are you doing about it? All our staff complete a health check survey before starting work. Anyone presenting symptoms is being asked to self isolate with immediate effect.
If someone who has visited or works at one of your restaurants becomes unwell what are you doing about it? If we become aware that someone has visited one of our sites and subsequently becomes unwell then we will immediately follow the government guidelines in place. Please see our Test and Trace.
What is your covid policy? Is this available to view? Our Covid-19 policy can be viewed on our website.
If specific areas are locked down or have raised R rate will you close? We will follow government/local authority guidelines in that specific area to maintain the safety of guests and staff as well as protecting the local area.
Why is my local still closed? Our teams are working hard to open all our restaurants as safely as possible and this has meant that not all sites can open straight away. You won't have to wait too long though and we hope to be open very soon!
Are you going to tidy up the grounds of the closed site near me? As soon as we are able to do so; due to government guidelines; we will carry out all essential maintenace and grounds work.
Your site is not reopening how do I get my deposit back? The manager of the site will be in contact with you to arrange this once they are back to work.
Will you extend or replace my expired loyalty stamps and rewards? Yes! We have extended all stamps and rewards earned through a loyalty scheme in our apps. If you have a stamp or reward that expired between 1/10/20 and 30/6/21 then it will have been reinstated or extended to 25/9/21 in your app.
Will you put a longer time frame on use of my rewards and promotions as it may take longer to get a booking or feel confident to dine out? We have extended all stamps and rewards earned through a loyalty scheme in our apps. If you have a stamp or reward that expired between 1/10/20 and 30/6/21 then it will have been reinstated or extended to 25/9/21 in your app. The stamp or reward will need to be used before 25/9/21.
You've extended my stamps/stampcard but my local site is still closed, how am I supposed to use it or gain new stamps? We have extended all stamps and rewards earned through a loyalty scheme in our apps. If you have a stamp or reward that expired between 1/10/20 and 30/6/21 then it will have been reinstated or extended to 25/9/21 in your app. The stamp or reward will need to be used before 25/9/21. If for some reason your local site has remained closed please contact our Guest Care team.
TEST AND TRACE
How will you comply with data protection/GDPR rules? In support of the UK Governments’ test and trace initiative, when you arrive you’ll be asked to register your details on our website or App. Data provided to us as part of your booking may also be used, and shared with third parties, for the purpose of administering the UK Government’s test and trace process. Data will only be shared if we are required to make any records available to the health authorities if they wish to follow up on suspected outbreaks, and in such circumstances, it will only be relevant data which is shared. Data will only be used for the additional purpose of test and trace for a period of 21 days after the date of visit. After this time, our standard retention rules apply to any personal data we hold.
Where will these details be stored? The process will be to store the information digitally and securely unless it is already stored in our bookings system.
Will these details be held in physical or digital form? It will be held in a digital form.
Who will have access to these details? The information will be retained securely and made available to the health authorities if they wish to follow up on suspected outbreaks through their “Test and Trace” procedures.
Will a guest be refused entry to one of our businesses if they refuse to share these details? The Government have asked us to try to obtain contact details and that is what we will try to do. Please note that in Scotland and Wales, it is mandatory for guests to provide contact details for track and trace purposes, and if this is not provided, entry to our sites will be refused.
Will you require customers to leave their names and contact details, or will it be optional? Every customer or group of customers will be asked to provide contact details unless these already exist in the booking system. We think that customers will understand that this makes sense and is in compliance with the Government’s guidance.
If a guest booked online and provided contact details will they need to give details again when they visit? The information in the booking system should be sufficient for the “test and trace” process to be implemented.