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Guidelines

We have worked hard to make our pubs & hotels safe for you and our team members, with measures including:

  • Online Order & Pay at table 
  • Shepherd Neame Test & Trace
  • Single use menus
  • Hand sanitiser for all
  • Extensive training for our teams

Shepherd Neame pub guidelines

    Guidelines from July 19


    FAQs

    Please note – these guidelines apply to our managed pubs. Please check directly with our licensed houses for their booking procedures and Covid safe guidance, as they may differ from venue to venue. Find your local here:  https://www.shepherdneame.co.uk/pubs

    Do I have to wear a mask?

    Face coverings are no longer required by law, however the government expects and recommends that people continue to wear face coverings in crowded, enclosed spaces. We encourage you to support recommended government guidelines.

    Do I have to provide my name and contact details before entering the pub?

    We encourage you to check in on arrival via Shepherd Neame Track & Trace or through the NHS QR code. We will retain the records of all customers who have visited for a period of 21 days and provide to NHS Test and Trace if requested.

    Do I need to book a table?

    Please contact your chosen venue to book, either by phone or book online where available.

    How do I book?

    Please book online if that option is available on the individual pub website. If not, please call the pub directly. Bookings will not be taken via social media channels.

    If I book a table for food, how long can I stay on for drinks?

    Your booking allows you the table for:

    • Tables up to 6 people - 1 1/2 hours
    • Tables over 7 - 2 hours

    If the table has been booked by other customers you may be asked to vacate the table after that time.

    Our aim is to allow as many customers as possible to safely enjoy our pubs.

    Is there a limit on the number of people that I can book a table for?

    No - there are no longer any restrictions on numbers for table bookings.

    Can I request outdoor tables when booking?

    Our outside tables at our Managed Houses are not bookable. Customers who have booked an indoor table can request to sit outside for their booking, and their request will be accommodated where possible. If we are able to seat you outside at the start of your booked slot, you will be giving up your inside booking and your table will no longer be available. If you simply wish to have a drink outside before your indoor table is available we will accommodate your request where possible. For our tenanted pubs, please see their individual websites for booking guidance.

    Find your local:  https://www.shepherdneame.co.uk/pubs

    Do you accept walk-ins?

    We will accept walk-ins for food and drinks, although you may have to wait for an available table.

    Can I book for drinks only?

    Come along for a drink, but we are only accepting advance bookings for food.

    Will accommodation be available?

    Pubs / hotels/ inns with accommodation are open for bookings from May 17th 2021.

    What happens if I need to cancel?

    Due to the exceptional circumstances currently being faced by our pub teams, it is more important than ever that you let us know if you need to cancel a booking. Your support in this matter is appreciated.

    What measures have you taken to ensure customer safety?

    We have invested in extensive measures to protect our customers and team members, including the following:

    •    You may still see some safety signage in our businesses where appropriate to encourage the safe flow of customers around the venue.
    ​​​​•    Till screens to protect our team members have been installed across our managed estate. These will remain in place in most venues.
    •    Physical screens to create safer, more intimate spaces have been installed across our managed estate
    •    Additional mobile PIN-entry devices have been issued across our managed estate to allow more contactless and card payment at the table
    •    Hand sanitiser dispense stations installed across our managed estate

    Some of the changes we have put in place will remain, including:

    •    Single-use recyclable paper menus
    •    All condiments removed from tables and replaced with ramekins when requested
    •    Cutlery will be brought to you by our team members
    •    Increased cleaning regime, with focus on high touch points
    •    Customers are welcome to order at the bar in most of our businesses but we discourage standing at the bar
    •    Please note that we will follow government guidance on any additional measures that are required
     

    How will service be affected?

    Our team will continue to ensure safe measures are followed. It may take a little longer to serve you, but we hope that you will bear with us as circumstances change.

    How will our visit to the pub be different?

    Our aim is to ensure that you feel safe when visiting our pubs, while still endeavouring to create the same authentic and engaging Shepherd Neame experience that you usually enjoy in our distinctive and individual pub environments.

    How will my hotel experience be different?

    We are introducing some minor temporary changes to the way we operate our managed hotels, including the following:

    • Housekeeping
      To keep contact to a minimum, our housekeeping team will not service guest rooms daily. Guests requiring fresh towels will be asked to notify our reception team and the team will arrange for them to be left outside their room.
       
    • Masks
      Face coverings are no longer required by law, however the government expects and recommends that people continue to wear face coverings in crowded, enclosed spaces. We encourage you to support recommended government guidelines.

    How will government guidelines be enforced?

    Whilst social distancing restrictions are no longer in place, we all need to stay safe to stay open. We appreciate your support in ensuring the ongoing safety of both our guests and our teams.


    Please note that we will be reviewing this information regularly, in line with the latest Government advice. Last updated 19th July, 2021

    Any questions? Contact us at comms@shepherdneame.co.uk.