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UncategorisedCoronavirus FAQ

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Posted on the 26 June 20

Last updated 27/11/20

Opening

Are all your venues opening?

We are operating in line with the updated Tier System from the government and so as a result of this, we are unable to open any of our bars located in Tier Three areas. We have also made the difficult decision to not open some venues in Tier One and Tier Two locations. This is to ensure the safety of our guests and team members. As soon as we can comfortably and confidently welcome those sites back, we will. Please check your local bar page and the Gov.uk website for details on the Tiers System.

 

How long will you venues remain closed?

The answer to this is in the hands of the Government and so we recommend that you keep an eye on our channels for any updates. As soon as we know, you will too. These will be in line with the latest restrictions and as ever, the safety of our guests and team members is always our top priority. Keep an eye on our COVID-19 page for further updates or sign up via the bar page to be notified the minute we are opening. Please check your local bar page and the Gov.uk website for details on the Tiers System.

 

Will the atmosphere be the same?

We will still be playing your favourite Latin tunes, but at a reduced volume in line with government guidance. We are unable to bring you live music at this time but will update this policy as soon as we can in order with the guidance set out but the government.

 

What time will you be open until?

In compliance with the latest government laws, all of our open venues will be accepting orders until 10pm, and you must vacate the premise by 11pm at the very latest. This applies to every day that your chosen venue is open. If you wish to safely extend the fiesta after this, you may order from our takeaway menu for drinks that can be consumed off the premises. Please check with your server for more details.

 

How will you be assisting the NHS Track and Trace with requests for data of customers and visitors as per the government guidelines?

The NHS Test and Trace system is now in place. If you book with us, we will use the key bookers’ details. If you do not book, please use the NHS COVID-19 app to check-in. Your server can help you with this process if you need a hand. All details will be kept for 21 days and will only be used for the sole purpose of contacting you regarding any potential outbreak/contact.

We will remain GDPR compliant at all times, further information on our policy can be found here.

 

Safety

How are you keeping guests safe?

The safety of our guests and teams is our top priority, and we have been working hard behind the scenes over the last few months to find ways to be able to get the party started again in the safest way possible.

We are continually monitoring government guidelines and will update our guest charter as frequently as required.

 

Our Guest Charter

What we’re doing to take good care of you:  

  1. Our bars are part of the ‘We’re Good To Go’ accreditation scheme 
  2. We have an increased cleaning regime in place
  3. Hand sanitiser stations available – please use them! 
  4. Ourt eam are trained and health-screened on returning to work
  5. Our team wash/sanitise their hands frequently
  6. We’ve restricted our capacity 
  7. Tables are spaced further apart, and screens installed where required 
  8. Floor markings and directional signage to help you go with the flow
  9. Order and Pay at table available using your mobile 
  10.  We’ve gone cashless, and encourage contactless payment 

What we’re asking of you in return: 

  1. Please stay away if you have any COVID symptoms
  2. Support us with NHS Track & Trace requirements
  3. Respect the current physical distancing and personal hygiene guidelines
  4. Remain seated wherever possible, if you do need to order at the bar send one of your crew to get the round in!
  5. Please respect our teams, if you have any questions please ask; we’re here to help.

 

How are you protecting your teams?

We are continually monitoring government guidelines and will update our guest charter in accordance with government guidelines as needed, to ensure our teams safety. We also have several other team focused measures in place to ensure their safety.

1. Team members will work in family units, start times and breaks will be staggered where possible to minimise contact
2. Risk assessments, policy and signage will be on display help team members stay safe.
3. Daily briefings will be conducted to ensure the team is prepared and aware of their duties for the session.
4. Work areas and stations will be fully prepared to minimize contact with others and ensure maximum efficiency.
5. We continue to take pride in our back of house areas, they will be professionally cleaned daily.
6. Team members will sanitise their hands when entering & leaving all back of house and kitchen areas

 

What are you doing if one of your team members test positive for COVID-19?

All our teams are subjects to daily health screenings and we are following government guidance on the safety of guests and teams closely. We are supporting out teams if they need to self-isolate for medical reasons and will help them make the necessary arrangements to ensure they concentrate on recovery.

 

Do I have to wear a mask?

Yes, you do. It is now the law that all guests must wear a mask when moving around the venue. This includes but is not limited to: when entering the venue, moving from your table to the bar/restroom/outside, when leaving the venue. Masks can be removed once guests are seated at their table.

 

Bookings and reservations

Do I need a reservation?

Reservations are not needed but are highly recommended. We are operating at a seated capacity only and therefore we cannot guarantee you entry without a reservation. This also supports NHS Test & Trace.

 

I have a booking, but the bar isn’t opening yet, what do I do?

We will contact you as soon as possible to discuss your booking with you, priority will be made for those of you with postponed bookings first to give you first choice on rebooking.

How long is my booking slot?

Booking slots and times vary per location and will be confirmed with you when completing your booking via your confirmation email. If you require your table for longer please speak to a member of our team when making your booking and we will try and accommodate your request.

How many people can I make my booking for?

In line with current COVID-19 laws, the maximum guests permitted per booking is six. Please be aware that this does include children/babies. These six guests may be from different households in England if the venue is in a Tier One location. In a Tier Two location, guests must be from the same household and/or social bubble. The above applies unless there are further local lockdown restrictions in place. These local lockdown restrictions will take priority and will be enforced by our local bar teams and must be adhered to. For up-to-date information on local lockdown restrictions that are in place, please visit the Gov.uk website.

I want to book for six people and a child or baby, can I still do this?

The current law is a maximum of six people. A child or baby is just a small person so unfortunately, you will not be able to make this booking as the total guests would be seven. Any child or baby will still count as one guest. Please consider this when making your booking. If you arrive for your booking and your guest total is seven or more, your booking will be cancelled and you will lose any deposit or holding fee paid.

 

 

Booking Update: Rule of Six

How many people can I make my booking for?

In line with current COVID-19 laws, the maximum guests permitted per booking is six. These six guests may be from different households in England. In Scotland and Northern Ireland, bookings are restricted to a maximum of two households. In Northern Ireland, guests must order food with their booking. In Wales bookings are restricted to a maximum of four households. The above applies unless there are further local lockdown restrictions in place. These local lockdown restrictions will take priority and will be enforced by our local bar teams and must be adhered to. For up-to-date information on local lockdown restrictions that are in place, please visit the Gov.uk website.

 

I live with six or more people, can we still make a booking for all of us?

Unfortunately, our maximum booking size applies to all bookings. This allows us to take every possible step to make sure our customers are safe, have the best experience possible and we minimise the spread of COVID-19. You may make a booking for up to six people, however, if there are more than six of you (or your local restrictions limit the total number of households), we recommend taking it in turns to socialise.

 

My booking has already been confirmed, and is for more than six guests. What should I do?

We encourage you to reduce your booking size to six or fewer guests. We know it’s a tough one so if you do need to postpone you can do this through your “Manage My Booking” which can be found on your booking link or by clicking here. Alternatively, you can cancel by contacting via the “Manage My Booking” in your confirmation email.

 

If I do cancel, will I lose my deposit?

If you are cancelling because your group is from more than two households in Scotland, more than one household and larger than 6 guests in Wales, or more than one household in Tier Two locations you will not lose your deposit. Please amend or postpone your booking via “Manage My Booking” on your confirmation email. You can also cancel your booking via here too.


There are more than six of us, can we book two tables and be sat next to one another?

Whilst you can make two bookings, due to our current social distancing layout it is highly unlikely that your bookings will be sat near each other. The current law states that guests must be seated during their booking so you will not be able to stand up and move between your booking. Doing so, will be a breach of the law and will result in your booking being asked to leave. You will also forfeit any deposit paid. You may also face a fine by authorities. So in summary, unfortunately, no. No you can’t.

When can I book for more than six people?

The current COVID-19 laws are in place for the foreseeable future. All future bookings will be subject to the current booking policy of six or less guests from the relevant number of households (two in Scotland and four in Wales) and in adherence to the localised lockdown restrictions in place. As the government makes amends to the COVID-19 secure guidelines we will continue to review our booking policy.

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