Updated 10 December 2021. These FAQs are regularly updated.
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. In the communal areas of our hotels, such as reception areas and corridors, masks must be worn – but in bar and restaurant areas that operate for non-residents too, masks are not mandatory.
Q: Do I need a vaccine passport or a negative lateral flow test to come to any of your venues?
No – we do not have any venues that require vaccine passports, but we do know that where some customers are holding or participating in a larger event, they may ask their guests to take a lateral flow test on the day just as an extra precaution.
Q: What precautions are your teams taking?
We constantly reinforce that nobody should be coming into work if they feel unwell or have any of the symptoms of covid.
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 as per the notice period in your confirmation email..
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.