Frequently Asked Questions
We're making a comeback from 12th April! We're opening our pubs in rooms in stages and can't wait to welcome you back. See our Frequently Asked Questions below if your have any queries about any upcoming bookings.
When we're ready to reopen, our PUBSAFE scheme will continue to be at the heart of everything we do and will be proudly followed in all our pubs and hotels.
We're reopening the following Pubs with Rooms from 16th April:
These Pubs with rooms offer self-contained accommodation and will be reopening from 12th April for anybody who would like to book an overnight stay. Our pub has a beer garden and will be open serving food and drinks outside before we can once again welcome guests inside from 17th May.
The following pubs with rooms in Scotland will be open from 26th April. our restaurants will be open and so we're in line with the Scottish Government guidelines, we will not be selling alcohol.
All other accommodation will be reopening from 17th May. You can also find further information on cancellations on our Coronavirus updates.
Central Reservations team: In line with the effort by the Government to reduce the number of Coronavirus cases, we have reduced our call centre opening hours. If you need assistance with a booking, you can speak to a member of the team by calling 0345 608 6040 during the following times:
Monday - Friday: 9:00am - 5:00pm
Friday - Sunday: CLOSED
You can also contact us by email:centralr@greeneking.co.uk. Please be aware that this mailbox will only be monitored on a part time basis and therefore it may take longer to respond.
We do have a number of sites in that remain open, offering room only service. If you require a room to stay away from home for work purposes, education or other legally permitted reasons. Please check if you meet these criteria on the Government’s website. These hotels are:
Ardencaple Hotel (Helenburgh), Bridge Inn (Yatton), Bay Horse (Wigan)
Our accommodation will be reopening from 16th April 2021. To ensure your booking can go ahead, please check the Government guidelines regarding the latest restrictions before your visit.
We do have a selection of hotels that offer Dog Friendly Hotels. Please note that for the time being, dogs will not be allowed in the pub or restaurant. Some sites may allow dogs to be in the Garden areas where space allows pubs to do so in line with the social distancing guidelines. Guide dogs will of course be permitted throughout the hotel and pub.
To ensure that we can adhere to social distancing guidelines we may have moved the entrance to reception. There will be clear signage once you arrive at the hotel so please look out for signs directing you to reception or for hotel guests only. Our reception desks have been fitted with clear perspex screens to provide protection during the check-in process. There may also be floor signs to help you maintain social distancing in the event of a queue. You will be asked to pay for your stay during check-in, a step we are taking to reduce the need for contact and to comply with social distancing guidelines
We will be operating a very quick and easy check-out service to provide extra social distancing measures. As you will be required to pay for your stay on arrival, this will require you to only deposit your key at reception on check-out. You will be issued with an invoice by email after your stay.
Restaurants in tiers 1 and 2 will be open and will be fully compliant to social distancing measures set out by the UK government designed to keep you, other guests and our team safe. It is advisable to pre-book at our restaurant for lunch or dinner before you arrive. This can be done by calling the site directly or online. Search hotels
Our new Order and Pay app is also now available so you’re able to order food and drink directly to your table. Download in the Google Play Store or App Store by searching “Greene King”.
Yes, breakfast will be available for your visit at Greene King Inns. You can opt for a Bed & Breakfast or Room Only rate. If you choose Room Only, you may be given the option to upgrade on arrival, but this option is not guaranteed – subject to availability. Breakfast buffets will no longer operate but we will take your order and serve direct to your table.
Breakfast times are the hotel may vary. Search Hotels for the most up to date timings.
Safety to everyone on our premises is our top priority in line with Government guidelines, therefore visitors are not permitted in your room. Any guest that are in breach of this guidance will be asked to vacate the property and will not be issued a refund.
On arrival, please use our social distancing markers when visiting our reception desk. A member of our team will call you over, once available. Seating in our restaurant has been repositioned to adhere to social distancing. If you choose to dine with us during your stay, we highly recommend that you pre-book a table due to reduced capacities we can’t guarantee a table. Hand sanitiser stations are available throughout the pub, restaurant and hotel. Maintain social distancing where possible in corridors and public areas throughout your stay.
Guests must wear face masks in communal areas and in corridors at our pubs and hotels.
We’re working closely with the UK Government to ensure our policy and procedures are always up to date. We have enhanced cleaning measures in place, we’re disinfecting all hand contact surfaces, reducing paper amenities, using anti-viral washing of towels and linen and frequently cleaning common areas.
Our teams will be provided with the appropriate PPE and have been fully trained of the new procedures that are in place. We are providing our teams with protective equipment so you may see our teams wearing gloves, face masks or visors. This is for both your and their protection, but we hope it won’t take away from the warm welcome and hospitality during your stay.
We encourage contactless payments where possible. Payments by Chip and Pin and cash will also be available. We accept VISA Debit, Mastercard and VISA Credit Cards at all our properties.
If you are due to check-in before or on 3rd July, your booking has been cancelled. If you would like to rebook your stay for another time, please do so online or call our Customer Reservations team on 0345 60 86 040. See our full Terms and Conditions.
All our rates are now flexible. If you would like to cancel or amend your booking, you can do so free of charge up to 12pm on the day of your arrival date. Please call our Customer Reservations team on 0345 60 86 040 if you would like to amend your booking. You will be provided with two options, book another stay at a later date or receive a full refund. Guests will be subject to pay their stay in full if a booking is cancelled after 12pm on the day of arrival.
See our Terms and Conditions for full cancellation policy information.
If we must cancel your booking due to Government advice, we will issue you with a full refund, if you have pre-paid your booking, and you will be notified by email of your cancellation. See our latest update to Coronavirus and existing booking information.
If you’re unable to travel due to flight cancellations, please call our Customer Reservations team on +44 345 60 86 040 who will be able to amend your booking to a later date or will cancel your booking and issue you with a full refund if you have pre-paid your booking.
See our Terms and Conditions for full cancellation policy information.
This can be arranged. Please call our Customer Reservations team on 0345 60 86 040 and they will help you with your enquiry.
If you develop symptoms within 14 days before your arrival date, please do not visit us. Call our Customer Reservations team on 0345 60 86 040 to rearrange your stay or cancel your booking. If you have pre-paid your booking, you will be entitled to a full refund.
See our Terms and Conditions for full cancellation policy information.
If you develop symptoms during your stay, please do not leave your room. There will be instructions of who to contact in your room. Call this number and we will advise further on the next steps in line with the guidelines set by the current UK Government. You will be entitled to a partial refund if you do not complete your short break. For example, If you book 2 nights but have only completed 1 night stay, you will receive a refund for the value of the second night.
See our Terms and Conditions for full cancellation policy information.
We are an unsuitable location for self-isolation. This is because self-isolation requires that the guest does not leave their room for the duration of quarantine. Most of our sites do not offer room service, and none of our sites would be able to provide room service for every meal occasion.
We also require our team to clean a room at least once a week (even with a long stay guest) and this would be impossible if a guest was self-isolating.
Once the guest has left the room, the room will be unavailable for 72 hours. It will then be fully deep cleaned in line with the UK Government guidelines to ensure that it is restored ready for our next guests.
Your booking is safe when you book with Greene King Inns. If you have a booking but we have to cancel it due to Government advice, we’ll issue a full refund or you can move your booking to a later date.
See our Terms and Conditions for full cancellation policy information.
If we’ve not answered your question, you can message us on Facebook or call our Customer Reservations team on 0345 60 86 040