Following the outbreak and ongoing development of COVID-19, we would like to assure members of the public that the safety and well-being of patrons visiting our restaurant is of utmost importance.
We are strictly following guidance issued by the UK Government to ensure we follow all necessary procedures to protect our employees and visitors.
There are some changes in place to the way we deliver our service, but rest assured, your experience will not be compromised and you can still expect the same great food, delivered by our conscientious team.
We may not be the only place you consider visiting, but we want you to know that we are working with a number of partners to be sure that your visit to the White Horse is a pleasurable and safe experience.
To help answer any questions we have put together a list of FAQs, but we’re more than happy to address any other concerns you might have over the phone, via our contact form online or via email.
Q: Can I just turn up or do I have to make a booking?
A: So as to allow us to maintain social distancing, manage our restaurant capacity and ensure our customers have the best possible experience, we do advise that you pre-book a table to dine in the conservatory or pub. To book, visit www.thewhitehorsechester.co.uk call us on 01244 304 650 or email us email@example.com
Online bookings are restricted to a maximum of six people. We will continue to accommodate groups larger than six who live together or are in the same support bubble, but we request that you call us directly to make a booking.
We do not insist on booking a table if you’re intending to dine outside and we are also accepting walk-up. If you are taking a wander on the Open Course or simply visiting the city, pop in and say hello!
Q: How has new Government legislation impacted your operating times?
A: Our operating times have changed. The last food sitting is 8pm and last orders are at 9.30pm, we politely request all guests to vacate the restaurant by 10pm.
Q: Can you clarify the rules on six people?
When eating or drinking out with people you do not live with (and who are not in your support bubble), you should keep to the wider rules on group sizes: you must only attend these places in groups of up to six people. You can attend in larger numbers with the people you live with/who are in your support bubble. This rule will apply and become the law from 14 September.
Q: What happens if I have a booking and the area in which I live has now gone into a local lockdown?
you live in an area of lockdown and have a booking after 6pm on Thursday 1st October, we kindly ask that you drop us an email to cancel your booking: firstname.lastname@example.org We will not charge the card details provided when you booked. We look forward to welcoming you in the near future.
Q: Do you require a deposit to pre-book?
We now ask for card details and a valid contact number when pre-booking your table.
If you change your mind, you can inform us with a minimum of 24 hours’ notice and we will cancel your booking. If we do not receive notice of cancellation and your booking is classed as a ‘no show’, a £10 charge per person will be deducted from your card.
Q: What steps have you taken to ensure customer and staff safety?
A: As part of our re-opening plan, we have spaced all of our inside and outside tables by a minimum of 2 metres. We have installed hand sanitising stations at the entrance to the pub and outside all of our toilet facilities. There are also Perspex sneeze screens in areas where we cannot ensure the correct distancing. On arrival, you will be met by one of our team and personally escorted to your pre-booked table where you will receive the full White Horse friendly service. Once at your table, you will be provided with a single-use menu (or the option to order your food via the Qbunk app if you are dining outside).
Q: What are the rules on wearing a face covering?
All of our staff will be wearing masks for your safety. We politely request that our customers do the same when moving around the restaurant (this includes outside areas), however this does not apply when sat at your table. Don’t worry if you forget your mask, we will have a quantity on stock. Management reserve the right to refuse entry to anyone refusing to wear a mask. Children under 11 do not need to wear a mask.
Q: What about sanitising surfaces and touch points in the building?
A: All tables will be sanitised after each guest has finished dining. All door handles and frequently touched areas will be sanitised every hour.
Q: Are you taking part in NHS Test and Trace?
A: Yes we are, this is now mandatory government legislation and we kindly ask customers to adhere to the new rules. The NHS QR code is visible throughout our venues, please ensure you download the NHS app and use the QR code to record your visit with us. We no longer require your contact details but you MUST use the NHS QR code.
Q: What about PPE for your staff?
A: We are adhering to specific Government advice which confirms face coverings are only suggested where social distancing isn’t feasible. Rather than wearing gloves which can lead to poor hygiene controls, our teams will follow a more robust process of hand washing on a regular basis.
Q: Do you check your team’s temperatures before starting work, to ensure they are not asymptomatic or spreading the virus to your customers?
A: While Government guidance is that temperature checking is not mandatory, we will be conducting daily and weekly health checks with our team members.
Q: What about toilet facilities?
A: We have put in place a ‘Lock and light’ system. Each of our three toilets will now allow only one person or family in at a time. You will lock the door behind you, press a button which displays a red or green light outside the toilet lobby. We have also increased the number of toilets available meaning customers dining outside do not need to enter the restaurant to use the facilities.
Q: Is the menu the same as before?
A: So as to enable social distancing, we have had to reduce our menu slightly. All of our crowd pleasers are still there and the pub menu is available to those dining outside as well as inside. .
Q: Is the playground open?
A: Yes, the playground will be open for children to enjoy. As per government guidelines with all outside play areas opening from Saturday 4 July we are asked to remind you to be socially aware when allowing your children to us the facility.
We encourage you maintain safe 2m distance & should the playground be busy perhaps avoid use until another time, please wash hands or use sanitiser after use. Anyone using playgrounds should take particular care to wash their hands after use and avoid touching their face.
Children should be supervised carefully to maintain good hygiene and should not use playgrounds if they have any signs or symptoms of coronavirus. We do not operate a manned supervision of this play area so it is parents responsibility to monitor their own children’s use of the equipment.
Q: What is the Qbunk app?
A: The Qbunk app enables outside diners to pre-book their food and drinks prior to arrival. Download the app, browse The White Horse menu, order and pay from your phone. Your order will be delivered direct to your table. Don’t worry if you haven’t placed your order before you arrive. The White Horse has free WIFI on site, you can download the app once at your table.
Q: What is ‘We’re Good to Go’?
‘We’re Good to Go’ is the national scheme that recognises businesses who have worked hard to follow Government and industry COVID-19 guidelines and has processes in place to maintain cleanliness and aid social distancing.
The scheme is in place to assure consumers that all the right measures are in place, without experience being compromised. The White Horse is accredited with the mark and you can read more here >