Update on reopening and FAQs

A message from our Chief Executive

 

At Fuller’s, we pride ourselves on creating exceptional experiences for our customers and we can’t wait to reopen our doors and welcome you back into our pubs and hotels. At the heart of delivering those experiences are our teams, and making sure that they feel confident and safe at work is vital to delivering the great hospitality Fuller’s is known for.

 

While we’ve been closed, we have been working on enhancing our procedures and rolling out new protocols and training to ensure a safe, clean and welcoming environment for our customers and our teams. All our team members are receiving training on new ways of working to combat the spread of coronavirus and to make your visit as safe, comfortable and enjoyable as possible.

 

We will undertake a phased approach to the reopening of our pubs, starting with a small number of pubs on 4 July and more to follow shortly after. This will allow us to carefully test our new approach and use these learnings to open the remaining pubs and hotels in our estate.

 

We can’t wait to open the doors to our pubs. As we’ve said all along, we are ready, waiting and excited to welcome you back.

 

Simon Emeny, Chief Executive

 

How we are preparing

 

We always strive to go above and beyond the standards expected by our customers, and our approach to our reopening preparations are 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 of our pubs and hotels will be 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 we will be trialling in selected pubs, in addition to an online check-in facility for our hotels. Every single team member will be undertaking comprehensive training before returning to work, enabling them to do what they do best – look after you, keep you safe and make sure every customer leaves happy.

 

Once we’re open

 

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. We will have a host at the door of each of our pubs and hotels who will be able to direct you towards your table and explain any special procedures in place.

 

Our already rigorous cleaning regimes will be taken to another level, with all hard surface sanitised between sittings, single-use menus or the use of menu boards and a fanatical commitment to hand washing for all team members.

 

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.

 

When will “x” pub/hotel reopen?

 

We will be reopening our pubs in a phased approach, with a small number of our venues opening on 4 July and more shortly afterwards.

 

When we have confirmed the opening date of any of our pubs and hotels, we will update the pub’s website, post an update on its social media channels and contact the email database.

 

In our hotels

 

We will be intensifying 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.

 

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.

 

I want to cancel/postpone my hotel stay. How do I do this? 

 

Reservations prior to a hotel opening

 

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.

 

Reservations after a hotel reopens

 

If you still want to cancel your booking, we will refund any booking made before 20 March for stays up until 31 December 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.

 

 

Events & Weddings

 

We are experiencing high volumes of customer contact at the moment and we are working through all the queries as fast as possible. We will get back to you as quickly as we can and we thank you for your patience.

 

The best way to get in touch is through our contact us page  Please state the name of the pub/hotel that your query relates to if applicable. 

 

FAQs

 

1. Can I go ahead with my wedding/event? 

 A: We continue to follow government advice, so as long as there are no official restrictions put in place by the government, your wedding/event may be able to still go ahead. 

 

2. Can I reduce the number of guests at my event? Will I be charged? 

 A: Any reduction in final numbers will not be charged for providing we receive notice, before business expenses are incurred. For example, ordering food specifically for the event. 

  

 3. I want to change the date of my wedding/event. Can I rebook? 

 A: We are currently happy to postpone weddings and events that have concerns that their bookings may be affected by coronavirus. The bookings will be amended without any charge but some dates in 2021 may incur a supplement charge – for example, if the wedding moves from a Thursday in March to a Saturday in July the price difference would be payable. In all cases, we will be able to offer new dates that will not incur additional costs. 

  

 4. None of the dates available are suitable for me. Will I be able to get my deposit back?  

 A: If we cannot find an alternative date which is suitable for you, we will refund your deposit. 

  

 5. I have booked a wedding/event. What notice do I need to give to cancel? 

 A: Due to the current circumstances we are trying to be as flexible as we can be, so we have removed fixed notice periods. We would, however, greatly appreciate it if you could provide us with as much notice as possible before your event and to consider moving your wedding/event to an alternative date in the future if at all feasible.  

  

 6. I have paid a deposit for a wedding/event - will I be able to claim this money back? 

 A: Where possible we will help you to find an alternative date for your wedding/event. However, if no alternative date can be arranged, we will be as flexible as possible to return your deposit to you, assuming no costs have been incurred by the business, such as the ordering of food.  

  

 7. I want to postpone/cancel a booking for a wedding/event. How do I do this? 

 A: To postpone/cancel a booking please contact us.