Update and FAQs

Updated 15 July 2021. These FAQs are regularly updated.

Smile – and your local pub smiles with you! 

We’ve missed you normality – but finally you have nearly returned. We can (if we want to), remove our masks, order at the bar, and meet up with as many friends as you like – and we can’t wait to chat to our locals across the bar. Like being on a very long diet, there are some good habits that we might want to keep, so we would still encourage you to book a table if you want to guarantee your spot. If you want to keep your mask on, that’s fine too – for both our customers and our team members – and if you don’t want to order at the bar, table service will still be available. If you like to browse your beverages and peruse your puddings online, Order & Pay will be there still.   

Freedom Day is nearly here and we hope you will be too.

For FAQs on events and weddings specifically, please click here.

 
FREQUENTLY ASKED QUESTIONS 

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 keep everyone safe and secure.  

Q: Will you be wearing masks? 

Masks will be optional for both our team members and our customers – so the choice is up to you. We understand that not everyone will feel the same way, so we want you to feel as comfortable as you can. 

Q: Can I book a table for more than six people indoors? 

Yes – you can book a table for as many people, from as many households as you like. Providing we have a table big enough!  

Q: Can I order at the bar? 

Yes – at the vast majority of our pubs. We have a few pubs where we have decided to stick with table service throughout, mainly those that have very high food trade. If you are worried, please check with the venue for details.  

Q: Do I need to check in when I arrive? 

You don’t have to – unless you are staying overnight, in which case we will need to know you are here!  

Q: What precautions are you still taking to prevent the spread of coronavirus?

We always strive to go above and beyond the standards expected by our customers, and our approach remains the same. 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 have always followed a strict cleaning regime, which was intensified during the pandemic and which we are continuing with. We are keeping plenty of sanitiser on site – including at the entrance, on the bar and in the toilets.

Our web-based Order & Pay system will remain in place, and in the small number of pubs where we decided to stop accepting cash payments, this is now a permanent move. We will also be retaining the online check in facility in our hotels.

Q: Do I still need to pre-book?

While we continue to encourage people to pre-book tables for both drinking and dining, to avoid disappointment, walk-ins and anyone who wants a spontaneous pint are always welcome too.

Q: Do I have to pay a deposit when booking a table, and will this be refunded if I have to self-isolate or if there is another lockdown?

Any deposit payments will be fully refundable in the event of lock-down, or if you are asked to self-isolate, in fact our deposits are refundable as long as you let us know you need to cancel in advance.

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

Our cancellation policy differs according to the rate type booked.  Please check your booking confirmation for full details and if you have any questions about your booking, please contact the venue direct. 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. 

Q: What happens if the hotel is closed again, for example due to a local lockdown?

If you have a booking that is cancelled due to a local lockdown 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.