We know you’ve got lots of questions about the steps we’ve taken and the protocols in place – and we’ve tried to answer them here. If there’s anything we haven’t covered and that you want to know, please contact us.
Q: When are you opening?
Providing the Government roadmap does not change, we will be opening Bel & The Dragon Churt on 12 April – where we have a garden that allows us to do so safely and sensibly. The rest of our Bels will open, subject to no changes from the Government, from 17 May. You can start to book tables and hotel rooms now from our website.
Q: I want to cancel/postpone my hotel stay. How do I do this?
A: If you had a booking (made through our website) at one of our closed sites, your booking will be automatically cancelled. If you have paid a deposit this will be refunded.
We will also happily change the date on any advance purchase or flexible booking due to arrive after 18th December. Please contact [email protected] if you booked directly.
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.
If you can no longer visit us, as you live in a Tier 3 area, please contact [email protected] who will be able to help you rearrange or cancel you booking.
Please be aware that emails to hotel sales are monitored daily, but due to the volume of emails, you may not receive a response immediately. We will deal with queries in chronological order by reservation arrival date and endeavour to respond within five working days.
Q: What precautions have you taken to prevent the spread of coronavirus?
A: We always strive to go above and beyond the standards expected by our customers, and our approach to the current situation is no exception. We have undertaken individual risk assessments at every Bel & The Dragon, allowing us to ensure that from the moment you arrive, you feel safe, at home and able to enjoy your meal or stay.
All of our Bel’s are deep cleaned before opening, with hand sanitising stations added throughout. In our restaurants, our seating arrangements allow for 1m+ social distancing and, where possible, we have separate entrances and exits, with a one-way system allowing for smooth access throughout.
Every single team member has undertaken a comprehensive training programme before returning to work, enabling them to do what they do best – look after you, keep you safe and make sure you leave happier than when you arrived.
We have intensified our already high standards of cleanliness and all hotel rooms are deep cleaned, sanitised and signed off by our housekeeping teams between stays.
To protect our guests and our team members, we will be asking customers not to travel if they are displaying symptoms of coronavirus or if they are travelling from an area currently in a local lockdown. If a guest becomes unwell during their stay, we will be asking them to remain in their bedroom and contact the Duty Manager via telephone.
With the rule of six, effective we can only accommodate party sizes of up to six people from either the same or different households, both indoors and outdoors. Please remember that this includes children and babies. If there are more than six individuals in your household or if you are part of an extended support bubble, we may be able to accommodate larger table sizes but if possible, please let us know in advance. If you are not part of the same family or cannot prove that you live in the same household, we may need to separate you into tables of six. Tables unfortunately cannot mix once seated.
These rules are designed for your safety and to prevent the spread of coronavirus. They are also now enforceable by law and we will need to keep strictly to these rules at all times.
Q: How are you collecting details for NHS Test & Trace?
A: When you arrive at a Bel & The Dragon, we will ask you to complete a mandatory Track and Trace registration using your NHS Test & Trace app. We have also made QR codes available in all of our pubs and these will also provide an alternative for anyone who hasn’t got the NHS app.
The NHS QR code will be used by those with the NHS app, and will log your presence in the hotel. If you prefer to use our system, you will need to scan the QR code using the camera on your smartphone (IOS or Android), which will take you directly to a Track and Trace registration form. It is a legal requirement that we ask at least one member of each party to register their details and we hope our customers will play their part in this important exercise. If you don’t have a smartphone or have signal issues, we will collect your registration on paper and dispose of this securely after the data retention period has ended.
Any Track and Trace data collected is held for a maximum of 21 days from the date of the last registered visit. If you have WIFI enabled on your phone and visit the same or another hotel, we may be able to recognise your phone and automatically register you, however, it is important that you complete the registration process on every visit regardless. Registration details captured on paper will be securely destroyed at the end of the 21-day period.