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UncategorisedCoronavirus FAQ

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Posted on the 26 June 20

Last updated 24/09/20

Opening

Are all your venues opening?

To ensure the safety of our guests and teams we are taking a phased approach to opening our venues, this ensures each venue gets enough focus and support from the business so we can comfortably and confidently welcome you back for the best experience possible.

 

How long will you venues remain closed?

We are taking a phased approach to opening our venues and will be opening venues in line with government guidance. Unfortunately this does not enable us to announce set opening dates for all of our venues just yet, but 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

 

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 venues will be closing at 10pm every day until further notice. Last orders for drinks will be 21:45, and for food this will be 21:15.

 


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 Track and Trace system is now in place, and you are legally required to provide your details when visiting our venues. If you book with us, we will use the key bookers details. If you do not book, please use the 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 Track & 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.

 

Can two groups of friend book a table and push our tables together?

Moving tables in our venues will not be permitted and we will be asking all our guests to be responsible and to adhere to government guidelines when in our venues.

 

Can my amigos book a table?

We are asking guests to ensure that any booking they place with us adheres to the most up to date Government guidelines at the time of booking. We appreciate these may change for future bookings, and we will be constantly reviewing these as we move closer to the booking date, however currently any booking in the immediate future, and until they change, are subject to the Rule of Six booking update detailed below and any localised lockdown restrictions as detailed on the Gov.uk website.

 

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.

 

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 (from more than two households in Scotland and Northern Ireland, or four households in Wales), we recommend taking it in turns to socialise. Other localised lockdown restrictions apply.

 

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 less 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 your local sales team.

 

If I do cancel, will I lose my deposit?

If you cancel because your booking size is seven or more people, or from more than two households in Scotland and Northern Ireland and four households in Wales, you don’t want to leave people out, you will not lose your deposit as your reason for cancelling is through no fault of your own. Simply contact a member of the sales team or pop us a message via Live Chat (bottom right hand corner of this page) and we’ll be happy to help. Localised lockdown restrictions apply.


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 we will be unable to confirm if these bookings will be sat next to 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.

 

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