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Booking & Visiting FAQs

All of our restaurants are open! If you're visiting soon, here's everything you might need to know:


IMPORTANT ALLERGEN INFORMATION UPDATE


Due to the current nationwide challenges with food supply and distribution across the hospitality industry, we are currently using various different suppliers or locally sourced products for our dishes.

As some of these ingredients may contain allergens, we are currently working to update our allergen menu to reflect all the ongoing changes in ingredients, but whilst this data is in review it is currently not possible for us to guarantee that any product is 100% free from any allergen.

Until we can be certain that all of our allergens are listed correctly, we would urge you to consider carefully before ordering and let the Manager know if you have any allergy and what this is, so they can assist with any ingredient queries. We really are so sorry for any inconvenience or disappointment that this may cause; the handling of allergens is of the utmost importance to us as is the safety of all of our guests.

YOUR VISIT

What should I do if feeling unwell?

It's great to see you but please don't visit if you or anyone in your household have any Covid-19 symptoms or if you have been told to self-isolate.
 

Do I need to book a table or can we walk in?

We’d recommend booking as we are experiencing high demand for tables in the restaurant and bar and where we have outside space.
 

Can I pay cash?

No, we are asking all guests to please pay by card. We aren't currently set up to process cash in our restaurants.
 

Are you offering a full or smaller menu?

Our Autumn/Winter menu has launched with lots of returning favourites and some great new dishes. We also have the Brunch menu and Chicas’ Cocktail Club package available to book every day. Please note that there are currently supply chain issues affecting suppliers nationally and from time to time this may mean that some menu dishes may be unavailable or we may be running a smaller menu in some locations.
 

I have a booking but my local restaurant is closed, what happens next?

Restrictions can change at very short notice and we will work hard to keep our guests updated on local openings and closures should they be necessary alongside the national and local press coverage. If you have a booking but we are not able to open on that date or time we will automatically cancel your booking and refund any deposit. You will not be charged if you have given a credit card guarantee. If you have a booking for a drinks package such as Bottomless Brunch and we are not able to serve alcohol due to local restrictions we will also cancel or rearrange your booking for you.
 

Can I book a table just for drinks?

Not at the moment. We're only taking future bookings for dining (this applies to both inside and outside tables), but check out our Chicas' Cocktail Club package of cocktails and tapas.
 

Can I specify if it’s inside or outside?

Outside tables may be bookable, alternatively please call or email your local branch to check availability and facilities. Please be aware that not all of our outside areas are covered or have heaters; if you book a table outside we may not be able to move you indoors if the weather is wet or cold so please bring suitable outerwear and embrace the spirit of the current restrictions.
 

Do we need to pay a deposit?

To secure your online booking, credit card details will be requested. No charge will be made in advance but if you don't honour or don't cancel your booking, a charge of £5 per person will be applied. We ask that you give us as much notice of a cancellation or change in numbers as possible, and at least 12 hours. You can cancel by using the link in your booking conformation or emailing/calling the restaurant direct with your booking details. For phone bookings a deposit may be requested.
 
For some party bookings, a deposit will be required to secure your table. A full refund will be given for cancellations made more than 48 hours ahead of your booking. A refund cannot be given for diners who don’t show up. Unfortunately, due to a high demand for tables your booking will be cancelled if the full deposit hasn't been paid 24 hours prior to the reservation. Please note that if members of your party do not show up their deposit will be kept in full and not redeemed against the final bill. Different deposit arrangements may be in place for group bookings or bookings via a third party. Where a booking has been cancelled due to a restaurant closure or a change in local restrictions deposits will be refunded automatically.
 

How long can we keep our table?

We’ll let you know when you book how long you can keep your table for. Please don't request back to back table slots as we would like to allocate tables fairly given the reduced capacity at the moment.
 

Are you offering a children’s menu?

Yes, we have our children’s menu available.
 

How can I find out about allergen information?

You can find our allergen information here.
 

Can I book bottomless brunch or afternoon tea?

Bottomless Brunch is available at selected times every day subject to local restrictions, but we are not currently able to offer Afternoon Tea packages.
 

Can I book a cocktail masterclass?

We are currently not able to offer masterclasses. For future enquiries please contact our Bookings team for more details.
 

Can I order drinks to share?

Cocktail pitchers and punches are back on the menu and we hope to reintroduce some sharing cocktails when possible.
 

I'm on the mailing list but haven't had my free Birthday treat?

We have restarted our birthday vouchers so look out for your email, and we'll make sure that everyone on our mailing list who missed out over the past year receives a treat for their next birthday. You can join the mailing list here.
 

Can we pre-order?

It is possible to pre-order for larger groups – please contact your local restaurant.
 

Can I order on my phone at the table?

We are currently trialing an order and pay option at selected restaurants and will be rolling this out nationally very soon.
 

I have a Las Iguanas or The Restaurant Card gift card – can I still use it?

Yes, we still accept valid Gift Cards in our restaurants which expire 2 years from the purchase date. You can purchase additional Gift Cards from our shop
 

How often will the credit card machines be sanitised?

The credit card machines will continue to be routinely sanitised alongside our other enhanced hygiene measures.
 

I’ve got a future booking – what do I need to do?

Please check that your restaurant has reopened before travelling. You will find all local restaurant information on our website or on our social media pages. Sadly some restaurants closed permanently in 2020 due to the impact of Covid on the hospitality industry. All Las Iguanas branches are listed on the website.

PARTY SIZE GUIDELINES

Party sizes in England

From Monday 19th July there are no longer any restrictions on party sizes. You will be able to book for up to 12 online, subject to availability and location. For larger parties please get in touch with our Bookings team.
 

Party sizes in Wales

From Saturday 7th August there are no longer any restrictions on party sizes. You will be able to book for up to 12 online, subject to availability and location. For larger parties please get in touch with our Bookings team.
 

Party sizes in Scotland

From Monday 9th August there are no longer any restrictions on party sizes. You will be able to book for up to 12 online, subject to availability and location. For larger parties please get in touch with our Bookings team.
 

Please note this information is for guidance only and may be subject to change at any time. Check your local government website for the latest information.

CUSTOMER HEALTH

How do we register for Test & Trace?

From Monday 19th July you will no longer be required to register for NHS Test & Trace in England however posters will be available should you wish to do so. Requirements may vary in Scotland and Wales.
 

Can I catch Covid-19 from my food?

Food Standards Agency advice is that it is ‘very unlikely that you can catch coronavirus from food.’
 

Do we need to wear PPE?

From 19th July you will no longer be requried to wear a mask when moving around the restaurant in England, however you may wish to continue to do so. This may very in Scotland and Wales. Please refer to local restrictions.
 

Is there hand gel on all tables?

Not on every table, however there are sanitising stations around the restaurant.
 

How will you make sure other people observe the social distancing rules?

Where restrictions remain in place our team members will be ensuring that everyone observes the current guidelines. Anyone found to be consistently breaking these rules will be asked to leave to ensure the safety and comfort of our other guests.
 

Are tables/chairs wiped down after each use?

Yes, all tables, chairs, high chairs and upholstery will be sanitised before each party is seated. Other surfaces such as door handles will be sanitised regularly as part of our enhanced cleaning schedule.
 

How will you ensure the menus are clean?

We will only be using single-use disposable menus or laminated menus which can be properly sanitised for the time being. To minimise environmental impact the menus are printed on recycled paper with vegetable inks but we would also ask that you share menus with members of your own household if you are able. The menu is also viewable on the website.
 

How will the toilet arrangements work?

Where restrictions remain in place, toilets will be operating a one in, one out system. High contact surfaces will be sanitised regularly as part of our enhanced cleaning schedule. Please wash your hands for at least 20 seconds when you visit the bathroom.
 

Will air conditioning be on? How will you ventilate the restaurant?

Our air conditioning will be on when required. Wherever possible and subject to weather conditions, we will have doors and windows open to allow additional ventilation.

STAFF HEALTH

How can you guarantee that the restaurant will be a safe place for the staff to work in?

We have put in place enhanced procedures and safety measures to keep both the team and our guests safe including local risk assessments, staff health declarations and stringent hygiene and distancing guidelines supported by some operational changes like a smaller menu. We have also introduced regular Lateral Flow Testing for staff in line with the Government's roll out.
 

What is your EHO Scores on the Doors rating?

We have the top 5 Star rating at all our managed restaurants (In Scotland the equivalent is a 'Pass').
 

Will staff members be wearing PPE?

Where restrictions have been removed from 19th July, our team can choose whether or not to wear a mask. In Wales, restaurant and bar staff must continue to wear masks. This may vary regionally according to local guidance. In the event that a team member isn’t wearing a mask this is due to them being exempt from doing so. If you have any questions about our team wearing masks, please raise these with the manager on duty.
 

How will you check that staff haven’t had symptoms recently?

We ask our teams to complete a health declaration before leaving home each day and have introduced regular Lateral Flow Tests in line with the Government's roll out.
 

What are your staff doing to ensure excellent hygiene?

Las Iguanas already holds a 5 star EHO rating across all managed restaurants and we have also put in place enhanced cleaning protocols for all high contact surfaces and hand washing or sanitising.
 

Are the chefs maintaining social distancing in the kitchen?

Where possible. We have made some changes including a smaller menu to aid social distancing in the kitchen which will continue where possible after 19th July.
 

Who is responsible for cleaning the restaurant throughout the day?

The Manager on Duty will oversee cleaning throughout the day and be responsible for making sure that our enhanced cleaning routines take place.

Ready to come and say hello?