A message from our Chief Executive
Dear Friends of Fuller’s,
Once again we find ourselves in a national lockdown, which is a huge disappointment for our pubs and hotels and all our team members that work in them. It is especially frustrating in light of all the hard work and investment we, and our teams, have put in to ensuring our pubs and hotels are safe places to enjoy some great Fuller’s hospitality. But we will be back, and we are determined to remain optimistic that we will see you all in December.
We might be closed for at least the next four weeks, however we have already put plans in place to ensure we make your Christmas special – so don’t forget to book your table to join us in December.
On behalf of all of us in the Fuller’s Family, 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 until then, stay safe, stay well and stay positive.
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?
All bookings due to arrive between 5 November 2020 and 1 December 2020 will be automatically cancelled. If you have paid a deposit this will be refunded.
We will also happily change the date on any advance purchase or flexible booking due to arrive after 1 December. 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
Q: When you reopen, what restrictions will be in place?
We aren't in a position to respond to that question at the moment - but our understanding is that we will go in to the relevant local tier and we will need to abide by the relevant guidance for that tier. This is most likely to have conditions around table service, the number of households that can mix and a requirement that you wear a mask when not seated at a table.