A message from our Chief Executive.
Dear Friends of Fuller’s,
There is something very special about the great British pub and we were delighted, in July, to start reopening and reconnecting with our customers in safe, clean and sociable pubs. I’m sure you were as pleased to see us as we were to see you. Things were going well but now, with the Prime Minister’s latest announcements, our main objective is to keep our pubs open and protect the jobs of our fantastic team. Pubs across the country provide sanctuary and support for their local communities – particularly the lonely and vulnerable – and we need you, more than ever, to make sure we can continue to do that. On behalf of all of us in the Fuller’s Family, I can’t thank you enough for your support so far and in the coming months.
This week has seen these new measures introduced and there are some things we have to get used to. While we will still be smiling underneath, our teams will now be serving you from behind their masks and, of course, only until 10pm when our pubs must close. We are doing our best to embrace the changes and play our part in keeping everyone safe and well. We also want to make it as easy as possible – so we’ll make it quick to log on for NHS Test & Trace (or to use our system if you aren’t app’d up) and everything we do has the safety of you and our teams front of mind.
The good news is that our delicious, fresh food, a vibrant portfolio of drinks and outstanding customer service hasn’t changed. We will continue to keep you fed, watered and safe with social distancing, sanitisers, additional cleaning, masks and one way systems. We’ve also added features such as the ability to order and pay online in many sites as just another way of reducing the amount of contact points.
Finally, I’d like to thank you again for your custom. We are so proud of our pubs and the amazing people that work in them and, as we face some continued tough times, we really value your support.
We hope to see you soon – and we promise it will be almost normal.
At Fuller’s, the safety and wellbeing of our teams and our customers is paramount – and we are doing everything we can to give you a great Fuller’s experience, while ensuring we uphold and exceed the guidelines on operating safely.
We know you’ve got lots of questions about the steps we’ve taken and the protocols in place – and we’ve tried to answer them here. If there’s anything we haven’t covered and that you want to know, please contact [email protected].
Q: What precautions have you taken to prevent the spread of coronavirus?
We always strive to go above and beyond the standards expected by our customers, and our approach to our reopening preparations has been no exception. We have undertaken individual risk assessments for every pub and hotel in our estate, allowing us to ensure that from the moment you arrive at any of our pubs and hotels, you feel safe, at home and able to enjoy the buzz and atmosphere of a first-class pub experience.
All our pubs and hotels are deep cleaned before opening, with hand sanitising stations throughout. Our seating arrangements will allow for 1m+ social distancing and, where possible, we have separate entrances and exits, with a one-way system allowing for smooth access throughout our pubs and hotels. We have also been developing an order and pay at table system for food and drink, which is now in operation in across a growing number of our pubs, in addition to an online check-in facility for our hotels.
We are encouraging you to book in advance, as this allows us to guarantee you a table and deliver a safe and enjoyable experience. We will, of course, be taking walk-ins whenever possible – but with space at a premium, it’s best to book.
Our already rigorous cleaning regimes will be taken to another level, with all hard surfaces sanitised between sittings, single-use menus or the use of menu boards and a fanatical commitment to hand washing for all team members. We have also introduced QR codes that link to our menus online, which will help in our effort to conserve paper and prevent waste, while also removing another contact point.
In our hotels, a new online check-in facility will make checking in and out seamless and you will be able to cancel your booking free of charge, up to midday on the day before arrival.
With the rule of six, effective from 14 September 2020, we can only accommodate party sizes of up to six people from either the same or different households, both indoors and outdoors. Please remember that this includes children and babies. If there are more than six individuals in your household or if you are part of an extended support bubble, we may be able to accommodate larger table sizes but if possible, please let us know in advance. If you are not part of the same family or cannot prove that you live in the same household, we may need to separate you into tables of six. Tables unfortunately cannot mix once seated.
These rules are designed for your safety and to prevent the spread of coronavirus. They are also now enforceable by law and we will need to keep strictly to these rules at all times.
All our team members have undertaken comprehensive training, enabling them to do what they do best – look after you, keep you safe and make sure every customer leaves happy.
Q: How are you collecting details for NHS Test & Trace?
When you arrive at the pub, we will ask you to complete a mandatory Track and Trace registration (or to use your NHS Test & Trace app after 24 September). We have made QR codes available in all of our pubs and these will also provide an alternative for anyone who, post 24 September, hasn’t got the NHS app.
The NHS QR code will be used by those with the NHS app, and will log your presence in the pub. If you prefer to use our system, you will need to scan the QR code using the camera on your smart phone (IOS or Android), which will take you directly to a Track and Trace registration form. It is a legal requirement that we ask at least one member of each party to register their details and we hope our customers will play their part in this important exercise. If you don’t have a smart phone or have signal issues, we will collect your registration on paper and dispose of this securely after the data retention period has ended.
Any Track and Trace data collected is held for a maximum of 21 days from the date of the last registered visit. If you have WIFI enabled on your phone and visit the same or another pub, we may be able to recognise your phone and automatically register you, however it is important that you complete the registration process on every visit regardless. Registration details captured on paper will be securely destroyed at the end of the 21-day period.
Q: My favourite pub still hasn’t reopened – when will it be?
The vast majority of our pubs and hotels are now reopen but there are still a small number that are not. If you would like to check which pubs or hotels are re-open, you can view this information on our reopening pub finder: https://www.fullers.co.uk/pubs/pub-finder/pubs-reopening.
When we have confirmed the opening date of any of our remaining unopened pubs and hotels, we will update the venue’s website, post an update on its social media channels and contact the email database.
Q: What precautions have you taken in your hotels?
We have intensified our already high standards of cleanliness and all hotel rooms will be cleaned, sanitised and signed off by our housekeeping teams between stays.
In addition to our online check-in form, we will be taking payment on arrival which will enable us to offer our guests a contactless check-out. All you need to do is drop your key in the box at reception and we will email across a VAT receipt.
We require all guests staying in our hotels to also complete a Track and Trace registration and to abide by the rule of six.
To protect our hotel guests and our team members, we will be asking customers not to travel if they are displaying symptoms of coronavirus. If a guest becomes unwell during their stay, we will be asking them to remain in their bedroom and contact the Duty Manager via telephone.
Dining arrangements, including breakfast, will vary by location and we may require guests to book on arrival. Guests will be informed of this on check-in when they collect their bedroom key.
Q: I want to cancel/postpone my hotel stay. How do I do this?
If you want to cancel your booking, we will refund any booking made before 20 March 2020 for stays up until 31 December 2020 and/or offer a date change for a future date.
We will also happily change the date on any advance purchase or flexible booking. Please contact [email protected] if you booked directly. If you have booked through an Online Travel Agency e.g. Booking.com or Expedia, you will need to contact them directly to cancel or change your booking.
Please be aware that emails to hotel sales are monitored daily, but due to the volume of emails, you may not receive a response immediately. We will deal with queries in chronological order by reservation arrival date and endeavour to respond within five working days.
Q: What happens if the hotel is closed again, for example due to a local lockdown?
If you have a booking between now and the date your hotel reopens and have already paid a deposit for your reservation, your booking will be automatically cancelled and refunded. Please contact [email protected] if you have not received your refund within 21 working days (the time taken to process the refund depends on your bank). When getting in touch, please specify the hotel and date of reservation.