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Frequently asked questions

RE-OPENING

Are there changes to the booking procedures?

Whilst not mandatory, we would encourage all guests book a table online before visiting to avoid disappointment and unnecessary queues. 

Due to new laws passed by each devolved government, we can only accommodate groups of up to six people from two households in England as per government guidance. Multiple bookings that increase group size above six cannot be taken currently, and existing multiple bookings will be cancelled. 

Please note that guidance can differ for Northern Ireland, Scotland and Wales. For the most up to date information please visit the below links.

England  - www.gov.uk/coronavirus 

Scotland - www.gov.scot/coronavirus-covid-19/

Wales - gov.wales/coronavirus

Northern Ireland - www.nidirect.gov.uk/campaigns/coronavirus-covid-19

Are there any new guest processes for arrival and whilst at the restaurant?  

From the very moment you arrive at the restaurant, your safety is our priority, so whilst guests can expect the same warm welcome, we’re famous for, we’ve made several changes to help keep people safe:

  • A face mask will be required when entering and moving around the restaurant, away from your table (see exclusions below)

  • There will be a safe queuing system in place on arrival, after which a dedicated host will explain how things will work.

  • You’ll be given a single-use paper menu featuring all your favourite dishes, which can be recycled after use 

  • If you’re eating in the restaurant, you’ll need to order all your food and drinks from your table.

  • You must remain at your table wherever possible – movement around the restaurant is only allowed for access to gardens, for payment when it is not possible at your garden table or for using toilet facilities, all of which will be directed to maintain distance.

  • The toilets will be one in, one out.

Are there any exclusions around wearing a face covering whilst at the restaurant?

  • It’s not necessary to wear a face covering when seated at your table.
  • Face coverings are not mandatory for the following guests:
    • Guests with medical exemptions or a reasonable excuse
    • Children under 11 in England & Wales
    • Children under 5 in Scotland
    • Children under 13 in NI and ROI

SAFETY

What are we doing to ensure guests have a safe and enjoyable experience when dining with us?
We have created a gold standard in our “A Generous Serving of Safety” promise. This means that we strive to provide the safest possible environment for your visit by providing easy access to hand sanitiser, introducing measures to maintain distance, reducing touch points where possible and increasing levels of cleaning and disinfection throughout the restaurant using products certified according to European Standards and effective against COVID-19.

What specific changes have you made to your restaurants in light of COVID 19?
Since the outbreak of COVID-19, we’ve rolled out additional safety measures across all our restaurants. These include but are not limited to:

Hand Sanitising

  • Hand Sanitizers will be placed at the entrance and exit and in other high traffic areas.

Maintaining Distance

  • We will be following the most up to date government social distancing guidelines.

  • We will ensure safe spacing throughout the restaurant and use protective screens where required.

  • We are using floor and ceiling signage to maintain distance and direct flow safely around the restaurant.

  • Toilets are one in one out.

Protective equipment for our teams 

  • We’ve provided our team members with protective equipment including hand sanitiser plus gloves and aprons for cleaning. Following the government guidance on the need to wear face masks in a restaurant setting, all our teams have been provided with face masks and will be wearing them at all times

  • Our kitchen teams will wear visors at all times whilst in service.

Reducing Touch Points

  • We will deliver all food and drinks to the table on trays to reduce the number of touch points.

  • We will be using single use, disposable menus which can be recycled.

  • Allergen menus will be available and will be sanitised after each guest use.

  • Contactless payment is encouraged and has been increased to £45.

  • All sanitised cutlery will be wrapped in individual napkins. 

  • Seasonings and condiments will be delivered in sachets for food consumed in our garden areas. For in restaurant dining sauces will be delivered in individual sauce pots with a rigorous cleaning process in between each use. Seasonings will be delivered in sachets.

Increased Cleaning

  • Our Team have specific cleaning duties throughout the day and high contact areas in our Restaurants are regularly sanitised.

  • Each table will be cleaned between visits.

  • Our cleaning products are certified according to European Standards and effective against COVID-19.

What re-assurance can I get about the cleaning products you are using? 
We have a longstanding partnership with Diversey – one of the world’s leading suppliers of cleaning and hygiene products. Diversey provide products to a vast range of industries across the world, including some used by the NHS and other healthcare settings.  We are using chemicals that sanitise our restaurants to the standard of EN14476 for viricidal efficacy.  This means the products used are proven to be effective in killing COVID-19.

How are you training team members on the changes?
Our rigorous training scheme ensures our team members have a well-informed understanding of the disease and its transmission. It provides guidance on appropriate social distancing and use of personal protective equipment (PPE), as well as physical and mental health monitoring and support.

We also have a dedicated Team listening forum, with representatives from across our estate, to gain regular feedback and insights.

What PPE are you using?
We have made a significant investment into the provision of a range of PPE, including gloves, aprons and hand sanitiser. Following government guidance, all our teams have been provided with face masks. Additionally, our kitchen team members will be wearing visors whenever they are working in the kitchen. 

What if I am not satisfied with the standard of cleanliness of the restaurant. What can I do?
In the unlikely event you are not satisfied with the standard of cleanliness of your restaurant experience please alert the general manager as soon as possible and they will be more than happy to help resolve the issue.

What checks are you doing on staff members to ensure they are healthy to work?  

  • We have a regular health check-in, for Team members to confirm their wellbeing with their line managers.

  • If a team member is unwell, they will be sent home immediately and advised to call 111.

How are your team protecting me from getting infected by other guests?   

  • We have 1-way systems mapped out in our restaurants where possible.

  • Our tables have been spaced out and where appropriate we have provided screening to separate tables.

  • Sanitiser stations are available throughout the restaurant.

How is the health of other guests managed? Is there a process for reporting this?  

  • Marketing collateral at the entrances reminds guest not to enter if they feel unwell.

  • In the event that it is discovered that a guest is unwell, the management Team have been coached in scenarios to combat these situations, for example suggesting that the guest leave until they are fit to return.

How are you monitoring guests entering the restaurants?
n line with the government’s Test and Trace initiative, we will be recording key details from our guests, including their name, email address and phone number. If you’ve booked a table, these details will be taken when you book, otherwise you will need to provide them when you enter the restaurant or risk not being able to drink or dine with us. 

How will my information be stored/used?

Guest information will be securely stored for 21 days, then deleted from our records. Rest assured, we are recording this information solely to assist the NHS with the government’s Test and Trace initiative and will not use your personal data for any other purpose.

SPACES

What are your garden area protocols? How are you maintaining social distancing?  

  • Our garden tables are evenly spaced and there will be a team member on hand as soon as guests are seated to explain how things will work.

  • Guests in the garden will order and be served at the table. We use external payment devices where these are available and a dedicated till area inside the Restaurant, with specific directional signage, where external devices are not available. Guests are advised thoy can  only leave their tables when using the toilet, or when settling a bill at the end of their visit, if the guest has chosen to not pay for each item individually.

  • All food, drink, cutlery and condiments will be brought to the table. 

  • A limited food menu will be available before 17th May. Our full range of drinks will be on offer.

How are we you managing Machines (including ATM’s)? these will be off until 17th May

  • Our dedicated hygiene Team member has a scheduled set of cleaning tasks, including regular sanitisation of our machines.

  • Where possible, the machines have been spaced out or closed where these cannot be safely used (for example pool tables).

  • Signage is present throughout the restaurant reminding guests to regularly wash and sanitise their hands, remain at their tables where possible and maintain distance. 

  • Protocols are in place for the handling of change between the team and guests.

ALLERGENS

How do I reference all food/drink allergen information? 
Our team will ask if you have any allergens when you are seated and will provide you with a  allergy data sheet which indicates allergens by dish. Your order will be taken by an allergen management trained member of our team who will talk you through the steps we take both in our restaurants and our kitchens. For full allergen information check our website before you book. 

BREAKFAST - RESTAURANT / HOTEL GUESTS

Are you serving breakfast?
We will return serving breakfast in all of our restaurants in line with Government guidance this is currently expected  from the 18th of May.

Are you still doing Kids Eat Free?
Yes, 2 Kids under 16 eat free across our full & continental breakfast when one adult breakfast is purchased.

HOTEL ONLY

Are you still doing the Meal Deal?
In line with current Government guidance we anticipate that we will commence serving food in our restaurants from the 17th of May. From this date our meal deal will be back and available in all of our restaurants connected with a Premier Inn. Our meal deal offering may vary per site so please check our Premier Inn website or ask in your local restaurant for details.

What time are you serving food and drink?
From the 17th of May We plan to serve lunch and dinner, Breakfast will be served from the 18th of May. Please select your restaurant/hotel and see their page on our website for details.

Is the bar open?
In line with Government guidance we will be serving drinks in selected sites with outdoor seating from 12th April.  Our bars are now open in our restaurants are expected to reopen from the 17th of May in-line with the relaxation of Covid measures. (England, Scotland, Wales and NI will have differing guidelines – Please see links above for further guidance

Do your rooms have fridges so I can store my own food?
Only our Premier Plus rooms contain mini fridges.

Can I store food in your fridge if there is none in my room?
Unfortunately, due to allergen risks we are unable to offer food storage for guests.

Do you offer evening meals?
We anticipate that all of our Restaurants will be open for evening meals from May 17th. Limited restaurants will be offering evening meals in the garden from April 12th, please check the website for available restaurants (England, Scotland, Wales and NI will have differing guidelines – Please see links above for further guidance

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