Frequently Asked Questions

COVID, Your Safety is our first priority


SERVICE

Which sites are open? We will be opening a selection of our sites from the 12th April for outdoor dining in England and from the 26th April in Wales. Selected Scottish sites will be open for indoor and outdoor drinks and dining from 26th April.  Where this is not possible, we can't wait to welcome you back on 17th May when we fully reopen.
Please look at our Facebook pages to see when your local will be opening.

What hours are they open? For our open sites, some of our opening times may be slightly different whilst we continue to operate with social distancing policies in place. While we are trying to keep our websites as update to date as possible, for the most accurate opening times please call the restaurant or pub directly, or again their Facebook site.

Are bookings being taken? Yes, we highly recommend that if you want to visit one of our restaurants/pubs, that you book ahead to make sure that we can accommodate you and your family safely.

Where are bookings being taken? To make a booking you can book online via the website, or app if the restaurant has one. For larger parties please contact the pub/restaurant/bar directly.

Are walk ins allowed? Whilst we will always try and accommodate walk-ins, due to social distancing measures this may not always be possible, or may incur a long wait. We strongly recommend for your own convenience that you book ahead. We take bookings on the day so even if it’s a last minute treat it's worth booking ahead.

How are you supporting the Test & Trace scheme? In support of the NHS Test and Trace initiative, when you arrive you'll be asked to register your details. Please note that it is mandatory for all guests to provide contact details for Test and Trace purposes, and if this is not provided we cannot serve you. Your data will not be used for any other purposes and will be disposed of securely within 21 days of your visit. if you dont have a mobile phone or the NHS Test and Trace app, one of our team will be happy to assist you.

Do I need to wear a facemask? It is mandatory for all guests and team members* to wear a face covering when moving around our bar or restaurant.

It is not necessary to wear a face covering when seated at your table.

This does not apply to children under the age of 5 in Scotland and 11 in Wales or to guests and team members with medical exemptions

Thank you for your cooperation

*Not applicable in Wales or for team members who don't work in close proximity to our guests or those operating behind a screen.

Are you offering bar only service as well as food? Yes, you are welcome to come for drinks, however following government guidelines, you will need to be seated during your visit.  We suggest you book ahead to avoid disappointment.

Are you doing takeaway? We offer several different takeaway and delivery options. You can purchase through our apps or online; and a number our sites partner with Just Eat and Deliveroo to offer a to your door delivery service.

Are play areas going to open? For the safety of all our guests, especially the younger ones, and in accordance with government guidelines, all play areas will for the time being, remain closed. 

Are your hotels open? A selection of our Inn Keepers Collection Hotels are opening from 26th April in line with the government roadmap. For more details please visit https://www.innkeeperslodge.com/

Are you accepting cash or card only? For the safety of our team we are asking all guests, wherever, possible to pay by card or contactless methods. We accept, contactless card payments up to £45, Apple Pay & Google Pay, or you can download our app and pay at the table.

How far in advance can I book? We are taking bookings on a three month rolling basis - check your local restaurant for details.

Are children welcome? Yes, children are welcome when accompanied by adults.  We do however ask that they are supervised at all times and remain seated at the table to allow our teams and guests to safely move about the restaurant whilst observing social distancing.

Are you taking bookings for private parties? We aren't currently taking bookings for private parties. You can send us an enquiry which we will review this as the government guidance changes on group sizes.

HYGIENE

How are you ensuring utensils, glasses and crockery are clean? All crockery and glassware will be brought to the table by your server having been thoroughly cleaned beforehand.

Are you using guards or separators? We have followed all mandatory government guidelines to ensure the safety of our guests, this has meant that we have not needed to separate tables with Perspex screening in majority of our restaurants.

Will your team members be using PPE? If so what? Where appropriate to the role, team members will be using PPE.  All front of house staff have been given the option of wearing PPE whilst at work.

How often is the furniture and touch points being cleaned? We already had a rigorous cleaning policy in place that included regular cleaning checks, these have now all been doubled in frequency as well as adding a number of new policies and procedures to make sure that our environment is as clean and safe as possible.

How often are the toilets being cleaned? Toilet checks and cleaning procedures are being carried out by a designated member of staff every 30 minutes.  If you see any issues whilst using our facilities please make a member of the team aware so this can be rectified straight away.

How often are the kitchens being cleaned? Our kitchens are always cleaned at regular intervals throughout the day, however, we have set in place additional cleaning policies to increase the frequency.

Are team members washing hands frequently? Yes our team members are advised to wash their hands at least every 30 minutes, and after any occasion where they may have come into contact with another person or object of risk.

Are your team members being tested? There are no government guideline for hospitality workers to be tested before returning to work.  We are however carrying out daily health checks before every team members starts a shift.  Anyone presenting symptoms is being asked to immediately self isolate.

What distance are you applying in your table spacing? Our table spacing has been done in line with current government guidelines to ensure the safety of both our staff and guests alike.

One of your staff is heard to be unwell but not taking time off what are you doing about it? All our staff complete a health check survey before starting work.  Anyone presenting symptoms is being asked to self isolate with immediate effect.

If someone who has visited or works at one of your restaurants becomes unwell what are you doing about it? If we become aware that someone has visited one of our sites and subsequently becomes unwell then we will immediately follow the government guidelines in place. Please see our Test and Trace.

What is your covid policy? Is this available to view? Our Covid-19 policy can be viewed on our website.

If specific areas are locked down or have raised R rate will you close? We will follow government/local authority guidelines in that specific area to maintain the safety of guests and staff as well as protecting the local area.

CLOSED SITES

Why is my local still closed? Our teams are working hard to open all our restaurants as safely as possible and this has meant that not all sites can open straight away.  You won't have to wait too long though and we hope to be open very soon!

Are you going to tidy up the grounds of the closed site near me? As soon as we are able to do so; due to government guidelines; we will carry out all essential maintenace and grounds work.

Your site is not reopening how do I get my deposit back? The manager of the site will be in contact with you to arrange this once they are back to work.

TEST AND TRACE

How will you comply with data protection/GDPR rules? In support of the UK Governments’ test and trace initiative, when you arrive you’ll be asked to register your details on our website or App.  Data provided to us as part of your booking may also be used, and shared with third parties, for the purpose of administering the UK Government’s test and trace process. Data will only be shared if we are required to make any records available to the health authorities if they wish to follow up on suspected outbreaks, and in such circumstances, it will only be relevant data which is shared. Data will only be used for the additional purpose of test and trace for a period of 21 days after the date of visit. After this time, our standard retention rules apply to any personal data we hold.

Where will these details be stored? The process will be to store the information digitally and securely unless it is already stored in our bookings system.

Will these details be held in physical or digital form? It will be held in a digital form.

Who will have access to these details? The information will be retained securely and made available to the health authorities if they wish to follow up on suspected outbreaks through their “Test and Trace” procedures. 

Will a guest be refused entry to one of our businesses if they refuse to share these details? The Government have asked us to try to obtain contact details and that is what we will try to do. Please note that in Scotland and Wales, it is mandatory for guests to provide contact details for track and trace purposes, and if this is not provided, entry to our sites will be refused.

Will you require customers to leave their names and contact details, or will it be optional? Every customer or group of customers will be asked to provide contact details unless these already exist in the booking system. We think that customers will understand that this makes sense and is in compliance with the Government’s guidance.

If a guest booked online and provided contact details will they need to give details again when they visit? The information in the booking system should be sufficient for the “test and trace” process to be implemented.

Contacting Us

I would like to give feedback on a recent visit

We'd be very grateful to hear about your experience. Let us know your views via our guest satisfaction survey https://www.guestsurvey.co.uk/theprinceofwalessheffield/  . If it's an urgent matter, please contact the manager at the Premium Country Pub you visited or email our guest-care team https://www.guestfeedback.co.uk/nationalsearch/theprinceofwalessheffield/.

I have a question about a Premium Country Pub, who do I contact?

Please look through our FAQs which will hopefully answer your question. If not please contact our Guest Care team by completing our feedback form  https://www.guestfeedback.co.uk/nationalsearch/theprinceofwalessheffield/.

I want to contact a Premium Country Pub

Our restaurants don't have their own email addresses, so if you'd like to talk to the manager please call him or her directly. You'll find the phone number on the "home" and "find us" pages of your nearest Premium Country Pub.

Can I reach you on social media?

Yes, you can find us on social media vis Facebook, Twitter and Instagram. See the bottom of our homepage to find the links.

Dining with Us

How do we book a table?

You can book at any of our restaurants (subject to availability, of course) by making a reservation online or simply by giving them a call.

How far in advance, or how soon, can I make a booking for?

For same-day bookings, you can reserve your table online before 10.30am for lunch and by 4pm for dinner. You can also book up to three months in advance of the date you want to dine. Just pop onto our "Book a table" page, search and book for any of our restaurants, then await your confirmation email. Easy. If you're planning a big get-together or a special occasion, you might want to call the steakhouse you have in mind. You'll find the phone number on the home and find us pages of your nearest Premium Country Pubs website.

How do I cancel an online booking?

To cancel an online booking, just click on the link in your booking confirmation email and follow the steps. Please try to give us as much notice as possible.

What are your opening times?

To find the open hours of any of our restaurants please visit the homepage for your local Premium Country Pub and it will appear at the top of the page.

What is the dress code for Premium Country Pub?

We like to think that dining at Premium Country Pub is a bit of a treat, and many of our guests like to dress up to celebrate their special occasions. Therefore we have a smart-casual dress code and kindly request that no sportswear is worn when visiting Premium Country Pub.

Is there disabled-access to your restaurants?

At Mitchells and Butlers we take the needs and the equal treatment of all our guests extremely seriously. We have invested heavily in this area in recent years and are committed to ensuring our facilities and services are accessible to all in line with the Disability Discrimnation Act 2004.

However, in some  cirmumstances, often small  sites or perhaps listed buildings,  alterations are not possible. Therefore, alternative arrangements are put in place to assist disabled guests. For example, where a ramp can't be installed in an entry due to difficulties with planning permission, small temporary ramps may be provided. To be certain that the site you are visiting is practical for disabled access, we would always suggest that a guest contact the restaurant/pub beforehand.

What time can children dine until?

Children are welcome at all times so there are no restrictions placed on how late they can dine with us.

Where can I find menu prices?

Please visit the homepage for the Premium Country Pub you would like to visit and view the menu to see all of the prices

Is there allergen/special dietary information available for guests?

Please see our current menu and talk to a team member about any specific dietary requests. Our chefs will do their best to accommodate you

Do you offer a Gluten Free Menu?

Our Coeliac guests can enjoy our steak experience as well as indulging in a range of tempting gluten free starters, mains and desserts. Our Gluten Free menu is accredited by Coeliac UK. Menu is available all day across all our restaurants

Is your chicken free range?

Although our chicken breasts are not free-range, we're pleased to confirm that they are Red Tractor Farm Assured

Do you offer a childrens menu?

Young guests are welcome and have their own special menu. Furthermore, highchairs are available on request, and our team members will store away prams or pushchairs for ease.

What ID do I need when visiting to be served alcohol?

Should a guest look under the age of 21, then identification will then be asked for, of which only the following will be accepted:

✔ International passport 

✔ UK or European Union photo-card driving licence (full or provisional)

✔ Proof of age card with 'PASS' accredited hologram

Our Challenge 21 scheme is firmly embedded within the Company. In line with police guidance, our pub teams are fully trained to recognise and accept the above forms of ID.Our Challenge 21 scheme is firmly embedded within the Company. In line with police guidance, our pub teams are fully trained to recognise and accept the above forms of ID.

NOTE
By law it is an offence to sell alcohol to a person aged under 18. Anyone under the age of 16 years must be accompanied by an adult. As a retailer of alcohol, we are mindful of our duty of care to our customers, staff and the wider community. It is therefore Mitchells & Butlers' Company policy not to allow under 18s to consume alcohol on our premises under any circumstances.

Where do you source your meat?

Through a carefully maintained relationship between our suppliers and processors, our butchers can guarantee that the Beef we source meets the highest standard of quality and is traceable from field to fork.

Only cattle from assured farms produced to a quality standard mark are used for Premium Country Pub with the highest standards of beef farming practices and animal welfare maintained.

Our offers and news

How do I sign up for Premium Country Pub promotions?

We're delighted that you'd like to keep in touch. Simply find another Premium Country Pub and sign up for all our latest news and offers.

What do I do if I haven’t received a voucher?

Please ensure you have signed up to our newsletter and or app , please note that not all guests will receive the same offer at the same time.

What do I do if I haven’t received my birthday champagne voucher?

When you signed up to our newsletter, did you enter your date of birth? If not, find a recent Premium Country Pub email and click on the "email preferences" link to update your details. Please allow up to 4 weeks from sign up to your Birthday to receive your voucher.

How do I unsubscribe from the Premium Country Pub newsletter?

To stop receiving our news and offers via email, just click on the "unsubscribe" link, which can be found at the very bottom of every email we send to you.

When can I use the set menu?

For set menu offers, as long as you are seated and order between the applicable hours of the offer then you are entitled to the discount.

Working with us

Are there any jobs available at your restaurants?

It's great to hear that you're thinking of joining the team. See our jobs page for more info and links to our current vacancies https://www.theprinceofwalessheffield.co.uk/jobs

We are a supplier who are interested in working with you. Who should I contact?

Due to the volume of requests we receive we are unable to deal with unsolicited supplier calls and emails. If you are interested in becoming a Premium Country Pub supplier please send your details in writing to - Procurement Department, Mitchells & Butlers, 27 Fleet Street, Birmingham, B3 1JP

WiFi

What is WiFi?

Wireless internet, or WiFi for short, lets smartphones, tablets, laptops, cameras and all other WiFi-enabled devices connect to the internet using radio waves (via a router).When using a WiFi hotspot, your device needs to have its WiFi capability switched on (it should be somewhere under 'settings' or 'connections'), and you need to be in range of the hotspot.

What kind of WiFi service is Premium Country Pub offering?

Here at Premium Country Pub we've installed free O2 Wifi at every one of our steakhouses, making each of them an 'O2 Wifi hotspot'. Unlike many other kinds of WiFi hotspots, O2 Wifi is free – no hidden charges or nasty surprises, just free, fast and easy internet access. And it's available to everyone, whether or not you're an O2 customer. You can sign up for O2 Wifi at any of its hotspots. Once registered, your WiFi-enabled devices will be connected automatically every time you visit an O2 Wifi hotspot. You don't need any passwords or usernames to connect, and using the service won't eat into your mobile data allowance.

How do I access free WiFi at Premium Country Pub?

It's simple. Just register your details the first time you access our free service (unless you've already done so at another O2 Wifi hotspot). You'll only need to do this once and you can enter up to five devices. Once signed up, your smartphone, tablet, laptop or whatever WiFi-enabled device you've registered will connect automatically every time you drop by a Premium Country Pub (or other O2 hotspot).

It's easy to get online using our free WiFi:

1)Check that your device's WiFi is switched on
2)Select 'O2 Wifi' from the network list
3)Open your internet browser and follow the sign-up instructions (enter your phone number and the name of the device(s) you're connecting with)
4)O2 Wifi will send you a text message containing a code. Enter this plus a few simple details
5)Your welcome page should appear – you're now connected

What if I can't receive O2 WiFi's text due to lack of mobile coverage?

Just click the 'No mobile coverage' link at the bottom of the page and follow the registration process. You'll be given two hours of free usage to tide you over until you can access your SMS. But you will need to fully register (with the code you've been sent) on your next visit to a Premium Country Pub or another venue with O2 Wifi.

My signal is weak. What's going on?

The strength of O2 Wifi depends on things like how far you are from the access point (although if you're inside one of our restaurants, that shouldn't be a problem). Or how many people are trying to connect to the same hotspot at the same time. Also, some gadgets connect to WiFi quicker than others.

Where can I get more help and information?

You'll find additional info at o2WiFi.co.uk. Alternatively, call O2 Wifi's customer support line on 0844 4632626, which is open 8am-9pm from Monday to Friday, 8am-8pm on Saturdays and 8am-6pm on Sundays.

A number of reasons. One, security – it helps us protect you from nasty viruses and fraud. Two, legally we need to ask people to register some information about themselves before using the service (to comply with European Data Retention directives). This information may be made available to authorities as required, but we won't share your details with any third party companies.

Why do I need to register my details?

Three, it's simpler. Registering means you don't have to log in when you visit a Premium Country Pub or any other O2 Wifi hotspot. You'll also get the opportunity to opt in for news and offers from Premium Country Pub.

What are the terms and conditions of use?

The terms and conditions for using our free WiFi internet service can be found on the landing page when you connect to the O2 Wifi hotspot at Premium Country Pub.

How secure is O2 WiFi?

O2 Wifi's wireless network is one of the most secure public access networks. When using it you'll see a personalised welcome page with your name displayed – so when you enter an O2 Wifi hotspot, you'll know that it's genuine.

However, your device will be connected to a public network and, as such, may still be vulnerable. O2 Wifi offers the following tips and precautions to help you to protect your personal data:

1)Look for URLs/addresses starting 'https' when using websites that require logging in (e.g. online email, Facebook or Twitter). The 's' in https means that the page is encrypted and your details are therefore more secure
2)Only enter info like personal banking details once you know the website is secure (look for the padlock icon on your browser, click on it to confirm it is secure)
3)Avoid leaving credit card details exposed on-screen
4)Be careful when responding to emails – avoid divulging any personal or financial details, and remember that your bank will never ask you to send them your password or PIN
5)Avoid 'phishers' (sites that resemble legitimate businesses but are in fact fakes designed to steal your personal details)
6)Install and update well-known anti-virus software and personal firewalls if appropriate
7)Ensure that you turn off automatic log-in facilities and that you log out when your session ends (check that 'Keep me logged in' boxes are not ticked)
8)Use a secure, free VPN to connect to the internet – O2 Wifi recommends http://hotspotshield.com/
9)Ensure that your device is password or pin-protected
10) Don't leave your laptop unattended in a public place. Lock your screen if you absolutely need to leave it

Gift Cards

Gift Card Expiry During Closures

If your gift card has expired whilst our venues were temporarily closed, please be reassured that your balance has not been lost. 

We have extended the expiry of all gift cards which were due to expire between 20/03/2020 and 24/09/2021 up to 25/09/2021.  

So, if your original expiry date fell between 20th March 2020 and 24th September 2021 you will now have until 25th September 2021 to spend and enjoy your balance.

If you are unsure of the balance or expiry date for your card you can check it here: https://www.showmybalance.com/

Where Can I Buy The Prince of Wales Gift Cards?

The Prince of Wales gift cards are available to purchase online here. If you order online, you can choose a digital gift card received by email or text message with your own personalised message.

You can also buy physical gift cards from any of our restaurants. Just pop in and speak to a team member.

Where Can I Spend Premium Country Pubs Gift Cards

Premium Country Pubs gift cards (whether physical, email or SMS) are valid at any Premium Country Pubs in the UK as well as any other Mitchells & Butlers venue. You can search all available venues here.

In What Amounts Are Your Gift Cards Available?

You can credit our gift cards with any denomination of £5, up to the total value of £250 each

For How Long Are They Valid?

Our gift cards are valid for 12 months from the later of the date a value was last loaded onto the card and the date that any value was last redeemed.

Who Can I Send an Email or Text Message E-gift to?

Email e-gifts can be sent to anyone with a valid UK email address. Text message e-gifts can be sent to anyone with a UK mobile number starting with 07.

When I Order an Email or Text Message E-gift for a Friend, How Will I Know It Has Been Sent?

After you've made payment you should receive an email detailing your order and confirming the delivery of your e-gift.

What if the E-gift, Sent by Email or Text Message, Is Not Received?

Get in touch with our team with your details and they'll respond to your query as soon as possible.

How Do I Spend an E-gift Card Received by Email or Text Message?

Just show the email (either on your smartphone or as a print-out) or text message, which will contain a unique gift code, to your server, who will then redeem it for you.

Do I Have to Spend All the Money on My Gift Card in One Go?

Not at all. If there is any remaining balance on your gift card, feel free to come back and spend it before the expiry date.

Where Can I Find Out What the Remaining Balance Is on My Gift Card?

To check the balance on your gift card, please click here and follow the simple instructions.

Can I Order Large Quantities of Premium Country Pubs Gift Cards?

Certainly. The easiest way is via this website https://business.mbdiningoutcard.co.uk/

Alternatively, you can contact the corporate gift card team on gift.cards@mbplc.com 

What Are the Gift Card Terms and Conditions?

1. The Gift Card may not be exchanged for cash.

2. The Gift Card is not a cheque guarantee, credit, debit or charge card.

3. No change will be given but the balance can be used for future purchases.

4. We will not be held liable for lost or stolen cards - protect this as you would cash.

5. To check the balance of your Gift Card, please visit www.showmybalance.com and follow the simple instructions.

6. A Gift Card is valid for 12 months from the later of the date that any value was last loaded onto the Gift Card, or the date that any value on the Gift Card was last redeemed

7. The Gift Card is valid at any Mitchells & Butlers venue in the UK.  You can search all available venues at www.thediningoutgiftcard.co.uk/. The Gift Card cannot be used (i) to make any online purchase (ii) at any Moto or other Mitchells & Butlers franchise or (iii) at any site not managed by Mitchells & Butlers: please check with your server that the Gift Card can be used at the particular site before ordering.

8. Gift Cards can be purchased with a minimum value of £5, up to a maximum of £250.

9. SMS and email Gift Cards should be treated as cash. If deleted they will not be resent.

10. SMS and email Gift Cards will be free to receive.

11. Digital Gift Cards are valid either presented on a smart phone or printed out.

12. Gift cards can be used multiple times until all of the remaining balance is spent. You can check the balance of your Gift Card at https://www.showmybalance.com.

I Have an Issue With My Gift Card, but I Can't Find the Answer Here.

Get in touch with our team, who should be able to help you with any further queries.

Other

Do you offer charitable donations?

Each of our steakhouses makes its own decisions regarding charity and raffle prizes. Just contact the manager of your nearest Premium Country Pub to discuss it with them directly.

I have been barred from a Premium Country Pub

It is important to us that our pubs and restaurants provide a safe, social and welcoming environment for all our guests. From time to time our pub teams may have to make a decision to bar an individual guest for the safety of our other guests and staff. These decisions are made at the manager's discretion, at a local level and we support their right as responsible license holders to make such decisions. Consequently all decisions are final and cannot be appealed centrally via our Retail Support Centre.

What is your Breastfeeding policy?

We welcome breast feeding mothers into our businesses. We understand it's important to feel comfortable when feeding therefore we simply ask that mothers are discreet and thoughtful to other guests.

Does your car park have an electric power point?

Please contact the restaurant directly prior to your visit.

Do you allow dogs in your restaurants?

We allow guide dogs and assistant dogs into our businesses. Many of our pubs allow dogs in their garden areas, but please check with the business before you visit to avoid disappointment.

Do you allow E-Cigarettes in your restaurant?

For the comfort of all our guests Mitchells & Butlers do not allow the use of electronic cigarettes within our premises. Although we realise that the fumes are just vapours and non harmful this is not clearly understood by everyone and can lead to confusion for others. Therefore, to prevent this, we request that guests do not use this product in our premises.

CAN'T FIND WHAT YOU'RE LOOKING FOR?

Please get in touch and we'll do our best to help you. Click here for support.