Due to the current pandemic we need to operate differently than what we have all become to recognise as 'normal'. This new 'normal' has already seen huge changes to the way we shop, eat out and exercise!
We take our responsibilities seriously and have introduced a new system to keep our staff and customers safe.
We know from the number of messages that we have received over the last few months that our customers cannot wait to get the kids back, particularly with July's miserable weather!
Please remember this though:
If you have any symptoms of Coronavirus infection you must not come to Peter Pan's Neverland
The symptoms to watch out for are a persistent cough, fever, headaches and loss of taste.
If you develop any of these symptoms during your visit you must let a member of our staff know, gather your children and leave the premises, going straight home and self-isolate for 14 days. Seek advice by calling the NHS helpline on 111.
Please bring face coverings for everyone over the age of 12. We have a queuing system that brings customers into close proximity in places and we require that you use a face covering while waiting to enter Peter Pan's Neverland.
Please sanitise yours, and your children's, hands at the sanitising station in our downstairs lobby, before moving further into the premises.
Social distancing guidelines must be adhered to at all times while on the premises.
Please note that we can only cater for 2 adults hosting parties for now.
When arriving for a party, you need to use the stairs or lift to come up. Don't go up the escalator as you will get trapped! Please follow social distancing measures.
Once you reach the top corridor, wait in the area of the magic roundabout and a member of staff will greet you there. We are using our fire exit as a temporary party reception.
Only the party host and one other adult is permitted to enter Peter Pan's, everyone else must drop off and come back at the end of the party to collect children. When you come back to collect the children, please do not turn up early. It is much better to turn up 5 minutes late for collection, due to social distancing rules.
Please wait in the area of the fire exit to collect children, as we need to control numbers around the entrances - the children aren't going anywhere until you are there anyway.
Please note that we can only cater for 2 adults per group for now.
Our escalator is turned off, for safety reasons. This will become a queuing area. The stairs will be shared - hence the need for face-coverings. Not everyone feels comfortable using escalators and we also need a method for party arrivals and staff to by-pass a queue.
Our lift can of course be used either up or down. Only one person or family group is permitted to use the lift at a time. On that basis, please leave it for the use of those with prams/buggies and those with medical needs.
When going up or down the stairs, please allow those already on to move past before you move to the next level.
A queue will develop on the escalator and the top lobby. Unfortunately we all have to accept that and live with it!
When you reach the front of the queue you will come across a sign asking groups to 'merge in turn'. Put simply that means you should only move forward after a single group from the other queue has moved forward. Please be considerate of others and remember that they have been waiting patiently too! Our staff will bypass the queue via the exit route - please don't take offence at this!
Only one group at a time should move to the pay desk - please read our signage.
We will be carrying out non-contact temperature checks of staff and customers.
A member of our staff will take payment - including a new charge of £1 per adult attending. They will then take your name & contact number and walk you to a table. Tables are allocated based on the number in your group. All tables and chairs will already have been disinfected before you are seated. Tables are numbered and we will record details of where you are sitting. Our tables & chairs MUST NOT be moved, as they are socially distanced. Also, customers must not move to another table, without first speaking to a supervisor.
Feel free to remove face-coverings once inside the cafe area.
The first thing you might notice is that there is loads of room. We have removed lots of tables, to allow for physical distancing between groups. Hopefully this will make you feel comfortable.
We have removed our menus and instead have created a web based menu that can be viewed on your smartphone.
It is really simple to view the online menu. Open your smartphone's camera and point it at the QR code on each table. This will open a query box on your phone's screen asking if you wish to open the web page. Select yes/open and the menu will load immediately. Some older phones may need a QR reader app.
If you cannot view the menu online, please ask a member of staff for a physical menu.
As session time limits need to be strictly enforced, please order food early into your visit. Please approach the food counter if you wish to order food, remembering to keep a safe distance from others.
If you do order food, which needs to be prepared in our kitchen, you will be provided with a pager. Please take care of these as they are fragile. When your food is ready, your pager will signal for you to return to our food counter collection point. Staff will provide you with cutlery and condiments when you collect your food. Unfortunately we are unable to assist you to your table, unless your have medical impediments which prevent you from carrying it yourself.
Please be very careful when moving to your table - children have a habit of running in front of you at the worst possible moment!
Please be aware that our exit gate is not self operated for now.
Our staff will need to see you out and that can only be at the end of your visit. So, no nipping out for a smoke or down to the car. That will have to wait!
We know that your children are excited to be back, and why would they not be!
Please speak to your children and caution them on a few things, before they enter the play equipment.
1. Please explain that our staff will be wearing face masks and/or visors.
This is to keep everyone safe and doesn't mean that should not speak to the staff if they have a problem.
2. We have tried to help children play apart, in order to help with physical distancing, by creating a one-way system in the play frames.
We understand that it is difficult to explain this to children but do request your support in helping the children to adhere to the one-way system. Our staff WILL NOT be policing this one-way system, however we ask that parents try to (only with their own group though).
3. Our staff will be disinfecting inside the play frames throughout the entire day.
They will be using a disinfectant and method of cleaning that will not cause any harm to children and will not interfere with their play experience.
When it's time to go, it really is time to go!
Children may not understand why they are being 'forced' to leave when time is up, and we have always allowed extra time. Unfortunately we will have queues which we need to consider. Please watch the clock and prepare your children to leave 10 mins before you are due to depart.
Towards the end of your time, and depending if there is a queue waiting to come in, our staff will give you a 'heads-up'. This may be by calling you over the tannoy system, or approaching you at your cafe table. Please don't take offence at be told your session is over - remember that it could be you waiting to get in the next time!
As you leave we would ask that you use hand sanitiser at our exit gate. By using it on the way in and the way out we do not need to push past people to disinfect the stair and escalator handrails, to the extent that we might have to without this being done.
While you may think Peter Pan's Neverland is a big business, it is not. We are a local family trying to put food on the table, just like you. If you have had any concerns with your visit please, in the first instance, speak to one of our supervisors. We need to know what is wrong, in order to fix it! If you think of something after you have left, please call or email us with the details of the issue.
We really hope that you and your children have enjoyed your visit and can't wait to see you again.
Please remember - it you enjoyed your visit, tell others - if you didn't tell us. We are all learning as we go during this pandemic!