After months away, we’re very excited to have our clubnights back for our socially distanced seated sessions! We have done our best to run through some questions that you may have but if we’ve missed anything, feel free to chuck us a message and we’ll get back to you as soon as we can. (All answers below were correct at the time of updating 23/09/20.)
Book your table now for all our indoor events from our lovely ticket provider here
Please note that we are updating our guidance as and when the government update theirs, so keep an eye on our socials for the latest details.
For our Secret Garden FAQs and info, head here
BOOKING & GENERAL Qs
- What nights are you hosting events upstairs?
Our indoor events are currently taking place on Wednesdays, Thursdays, Fridays and Saturdays. Our outdoor garden area is open 7 days a week.
- What times do your events run upstairs?
Our clubnights will now run from 6pm – 10pm.
- How do I make a booking?
Head to our ticketing partners website and purchase a ticket for the relevant night and the size of table you require. Please make sure you use a current email to purchase as we’ll be keeping in touch with updates and instructions before your arrival.
- Can I get up and dance?
Due to current government guidelines, we can only allow guests to remain seated. We will update in line with government guidance when possible however.
- What are the age restrictions?
We are welcoming anyone aged 18 or over to our clubnights – we will be operating a challenge 25 policy, so please bring I.D. If you do not bring valid government-issued I.D. you may be refused entry.
- How will I receive confirmation of my booking?
You will receive an initial email confirmation from our ticketing partner, followed by a further email from ourselves with information on arrival times, our table ordering and any changes in our procedures due to updates in government guidance.
- Can I just turn up without a booking if you have available tables?
Walk-in tables are depenadant on availability. If a session has not sold out, we will be allowing customers to arrive and walk-in, though as capacity is limited, we recommend booking to guarantee your spot.
- What size tables are available?
We currently have our tables set up to seat two, four or six people. This may be updated as/when government guidance is updated.
- Can I book multiple tables?
You are able to book more than one table, though they cannot be moved together during your session and mingling between tables is strictly not allowed. If you’d like them close to each other, we recommend booking multiple tables in the same order, or alternatively you can also contact us with the name of each lead booker and we’ll do our best to seat you close together. As government guidance updates, we may look to add larger tables as a booking option.
- How long does my booking allow me to be at my table?
Each booking includes your table reservation for the full clubnight, though your arrival time should be no later than one hour after doors open.
- Is there a last entry time?
Each advance booking will be reserved up to an hour after doors open. If you are planning to arrive later then please let us know in advance so we don’t give your table away.
- What is the capacity of each session?
For each event we will have up to 12 tables available for booking.
- Can I choose where my table is?
Tables will be reserved on a random basis, and you cannot specify where you would like to sit. If you would like to sit near another party then please let us know in advance and we can do our best to sit you on tables that are close to each other.
- Is there a deposit or bar tab included with my booking?
All advance bookings include a free shot that can be redeemed on arrival. Any drinks you want ordering can be made through our app. More info below in the Service Qs section.
- A session I want is sold out, will you be putting more on sale?
If tables are showing as sold out then we will not be putting any more on sale for that session as all tables are full. Future sessions will become available if a night has sold out, to ensure you don’t miss out on a table for the next event.
- What happens if my session is cancelled?
If your session is cancelled due to increased government restrictions or any further unforeseen circumstances, we will endeavour to move your booking to the next suitable session with table availability, otherwise you can request a full refund through our ticketing partner.
- Can I amend or cancel my booking?
Bookings are not able to be amended or refunded unless the session is cancelled.
- I’ve booked a table but I haven’t recieved more information by email yet, what shall I do?
We will be getting in touch with you via email with some more details that we’ll need you to read before you arrive. We will be sending these to the lead booker’s email before your session so keep an eye on your inbox and those pesky junk folders too. If you haven’t received this, then please get in touch with us in all the usual places.
- What happens on our arrival?
Our staff will greet you and your group on arrival at your specified welcome time and your ticket will be scanned. Everyone in your group will be asked to have their temperature taken and to sanitise your hands (plus walk-in customers will be required to complete our digital track and trace form). Our friendly security will brief you on the ordering procedures too, before heading upstairs to take a seat at your table.
- What if our whole party or one person from it is late for our entry time?
If your whole party arrive late for your booking, we will do our best to get you seated promptly, however you may be asked to wait to ensure our staggered entry times remain in place – those arriving on time will have priority. We ask that your party arrive at the same time so that you are seated together at once to avoid lots of unnecessary moving around. If you know that you’ll be significantly late before you arrive, please contact us so we can ensure we keep your table for when you arrive.
- How do I order drinks and pay?
We are using a new, secure app OnTapp which is being built specifically for ordering. You will need to download this when you arrive and note your table number which will be on your table. Key in your details into the app and your order and we’ll bring your drinks right over.
- How does table service work?
All our must up-to-date instructions will be given by our staff on arrival. You will need a smartphone with Android or iOS to use the app (so make sure it’s charged), and staff in PPE will also be on hand to assist if required.
- Do you have charging facilities for my smartphone?
We do not currently have charging facilities at the venue, so please ensure your mobile is fully charged on arrival.
- What drinks are available to buy?
The golden question. Bodega Lagers will be flowing, alongside a solid selection of other pints, alocopops and club cocktails too, if you’re wanting to really push the boat out.
- How much are drinks?
Drinks are priced at a typical level for city centre bar, with pints and craft beers around £4 and cocktails at around £8.
- How are my drinks made and served?
Drink orders are put together by staff in full PPE including face masks and then brought to your table on a tray. All service areas and trays are then sanitised after use. Pints and cocktails will be served in disposable plastic cups and packaged drinks will be served sealed.
- Is there a smoking area?
The event is indoors but just follow the relevant signage and you will be taken out to our smoking area. If you get lost though, then just ask a friendly member of staff for help.
SAFETY & CLEANLINESS
- What are your cleaning procedures?
Before we open for each session, we ensure we do a full deep clean of our tables, service areas and toilets. Our toilets will be cleaned every 30 minutes and fully disinfected with disinfectant spray after every session. Sanistiser and hand washing stations will be available throughout the venue.
- What is the toilet situation?
For inside events, toilets are located where they’ve always been. Our male toilets are located just outside the venue’s door and ladies toilets and down a flight of stairs. The toilets will be clearly signposted but if you get lost then feel free to ask one of us for some help. Some cubicles may be unavailable for use as we will be doing our best to keep distance between them, but we expect demand to be staggered enough to ensure limited queuing. Please follow all instructions on signage and floor markings throughout the venue, and respond to our staff if they are giving directions.
- Am I able to move around the venue freely?
We required you to be seated at your table when you’re in the venue but you are able to move around to use the toilet and smoking areas, ensuring you are keeping socially distant at least 2m away from the next person, wearing a face covering and following all signage and instructions.
- Do I have to wear a face covering?
We require face coverings to be worn when arriving at the venue and when moving around, but not when sat at your table. We recommend bringing your own, but if you do forget, we can provide a disposable one.
- Will I have easy access to hand sanitiser or hand washing facilities?
There will be hand sanitising stations at the entrance, exit and throughout the venue along with handwashing facilities in the toilets, naturally. We suggest bringing along a small bottle of sanitiser for use at your table, if you wish.
- Will your staff be wearing PPE?
Our staff will be wearing face masks when preparing and delivering your drinks. They will deliver all drinks orders on a tray, then sanitise the tray. Bar staff will be instructed to wash their hands before their shifts and then every 20 mins to the NHS specifications and sanitise between building each order.
- How will social distancing and safe customer behaviour be enforced?
We will have friendly security in PPE present during all sessions who will simply be there to keep an eye on things and ensure the safety of all staff and customers. Should there be any repeated contravention of our guidelines or government guidance, they can be reported to staff or security and those people will be asked to leave without refund.
- How will you comply with the latest government guidance?
As you will have read above, we are complying with current government guidance around social distancing, PPE and cleanliness etc. We will continue to update our processes and procedures as the government update their guidance and rules for licensed premises, and be in contact with any updates via email in advance your booking and keep these FAQs updated.
If you have any further questions then please feel free to contact us via our social channels.
It’s been a long time coming and we’re really excited to welcome you back. We’ll see you in our venue very soon!