Hidden History Tours COVID Customer Policy.

Introduction

Hidden History of Norwich Tours take place with a number of guests limited in line with government guidance and include COVID-Secure measures. Guests are supervised by a member of staff who will make sure any required COVID-Secure measures are clear to minimise risk to customers and staff.

The safety of our customers and staff is our utmost priority, before restarting our tours and regularly since they have reopened we carried out a complete risk assessment and make necessary adjustments to minimise infection risks.

As Coronavirus restrictions are relaxing from 19th July we wanted to update you on the safety measures you can expect on our Hidden History of Norwich Tours. 

Tours taking place between 19th – 31st July:

As these tours were advertised and booked with Covid-Secure measures in place we have decided to retain these for all tours taking place up to 31 July.

1st August onwards:

Following the easing of government restrictions, we have reduced the restrictions on many of our tours. Please read the details below.

We know that some people are anxious about the coronavirus restrictions being relaxed so we have decided to continue offering a selection of tour dates and times where COVID-Secure measures will be retained.

Here are the steps we are taking to keep everyone safe so that you can enjoy your tour knowing that it is COVID-Secure.

Steps taken for your safety

Following government and industry guidance

We have researched best practice within the leisure and hospitality sectors as well as meeting all government requirements for the operations of Hidden History of Norwich Tours. They provide us with comprehensive guidance and support to help ensure that we have taken every recommended step to reopen our tour venues and locations safely in line with COVID-Secure guidelines.

Visit Britain Certification

“We’re Good to Go” self-assessment has been undertaken for our Castle Meadow ‘hidden street’ tour and business premises to demonstrate that we have effective COVID-Secure adaptations and procedures in place.

Group sizes

19th – 31st July 2021

Castle Meadow ‘hidden street’ tour

Our Castle Meadow ‘hidden street’ tour is able to accommodate a maximum of 12 guests in total from a maximum of 3 households/support bubbles. All household groups will be kept separate, and social distancing will be observed throughout the tour.

Tombland walking tour

Our Tombland walking tour is able to accommodate a maximum of 15 guests in total from a maximum of 5 households/support bubbles. All household groups will be kept separate, and social distancing will be observed throughout the tour.

1st August 2021 onwards

Castle Meadow ‘hidden street’ tour

Our Castle Meadow ‘hidden street’ tour is able to accommodate a maximum of 12 guests in total from a maximum of 4 households/support bubbles. Depending on group sizes we may continue requiring social distancing on our Castle Meadow ‘hidden street’ tour – this will be at the discretion of our tour guides

COVID-Secure Castle Meadow ‘hidden street’ tour

Our Castle Meadow ‘hidden street’ tour is able to accommodate a maximum of 12 guests in total from a maximum of 3 households/support bubbles. All household groups will be kept separate, and social distancing will be observed throughout the tour.

Tombland walking tour

Our Tombland walking tour is able to accommodate a maximum of 20 guests in total from a maximum of 5 households/support bubbles. Depending on group sizes we may continue requiring social distancing on our Castle Meadow ‘hidden street’ tour – this will be at the discretion of our tour guides

If you cannot find a booking option suitable for your household or support bubble, please contact us at team@theshoebox.org.uk or 01603 850309 to make arrangements.

Social distancing

19th – 31st July 2021

We operate to a minimum of 1m+ and require all guests to respect social distancing guidelines throughout their tour experience with us. We have adapted the tour to ensure that social distancing can be achieved without impacting on your enjoyment. We will encourage distancing of at least 2m between households and our staff wherever possible.

Castle Meadow ‘hidden street’ tour

We have adequate signage in place to assist with social distancing including allocated spaces to stand in throughout the tours and require you to follow all instructions given by staff as you enter, during the tour and exit our sites to ensure everyone’s safety.

Tombland walking tour

The tour has been adapted to ensure that there is a sufficient space for social distancing at every stop.

1st August 2021 onwards

We will encourage social distancing between households and our staff wherever possible.

Castle Meadow ‘hidden street’ tour

Depending on group sizes we may continue requiring social distancing on our Castle Meadow ‘hidden street’ tour – this will be at the discretion of our tour guides.

COVID-Secure Castle Meadow ‘hidden street’ tour

We have adequate signage in place to assist with social distancing including allocated spaces to stand in throughout the tours and require you to follow all instructions given by staff as you enter, during the tour and exit our sites to ensure everyone’s safety.

Tombland walking tour

The tour has been adapted to ensure that there is sufficient space for social distancing at every stop. Depending on group sizes we may continue requiring social distancing on our Castle Meadow ‘hidden street’ tour – this will be at the discretion of our tour guides.

Face coverings

19th – 31st July 2021

As these tours were advertised and booked with Covid-secure measures in place we have decided to retain these for all tours taking place up to 31 July.

Castle Meadow ‘hidden street’ tour

It is mandatory for all tour guests to wear face coverings unless you are exempt from wearing a face covering. You are required to arrive wearing face coverings and keep them on throughout your time with us. Please bring your own face covering as we are unable to supply them. Our staff will be wearing face coverings or visor and maintaining social distancing for the duration of their contact with you.

Tombland walking tour

As the tour takes place outside face coverings are optional.

1st August 2021 onwards

Castle Meadow ‘hidden street’ tour

It is optional for guests and tour guides to wear face coverings during the tour.

COVID-Secure Castle Meadow ‘hidden street’ tour

It is required for all tour guests to wear face coverings unless you are exempt from wearing a face covering during our COVID-Secure tours. You are required to arrive wearing face coverings and keep them on throughout your time with us. Please bring your own face covering as we are unable to supply them. Our staff will be wearing face coverings or visor and maintaining social distancing for the duration of their contact with you.

Tombland walking tour

As the tour takes place outside face coverings are optional.

Hand sanitising

19th – 31st July 2021

Castle Meadow ‘hidden street’ tour

Where possible, please ensure you’ve washed your hands before arrival. Complimentary hand sanitiser will be provided at the start of the tour as you enter the venue. Hand-washing and sanitising have been proven to be much more effective than gloves to reduce the risk of transmission and any guests insisting on wearing gloves will also be required to sanitise them before use.

Tombland walking tour

Participation in the tour does not require any contact with shared surfaces or touchpoints but regular hand sanitising is still encouraged where necessary.

1st August 2021 onwards

Castle Meadow ‘hidden street’ tour

Complimentary hand sanitiser will be provided at the start of the tour as you enter the venue. Hand-washing and sanitising have been proven to be much more effective than gloves to reduce the risk of transmission and any guests insisting on wearing gloves will also be required to sanitise them before use.

COVID-Secure Castle Meadow ‘hidden street’ tour

Where possible, please ensure you’ve washed your hands before arrival. Complimentary hand sanitiser will be provided at the start of the tour as you enter the venue. Hand-washing and sanitising have been proven to be much more effective than gloves to reduce the risk of transmission and any guests insisting on wearing gloves will also be required to sanitise them before use.

Tombland walking tour

Participation in the tour does not require any contact with shared surfaces or touchpoints but regular hand sanitising is still encouraged where necessary.

Venue sanitising

We’ve adopted enhanced cleaning procedures for our Castle Meadow ‘hidden street’ tour and allowed extra time between tours to ensure the areas are fully sanitised between every tour. Sanitising will be performed at regular intervals throughout the day for reception areas and other identified high-contact points around the venue. Our staff are fully trained and have very strict procedures to follow to ensure their safety and that of our customers.

NHS Test & Trace

19th – 31st July 2021

For the purposes of managing your booking, we already collect the name and telephone number of the lead booker. To comply with the latest Goverment guidance we are now also collecting contact information at the point of booking for each guest to support NHS Test and Trace.
We will provide this data to NHS Test & Trace if requested within 21 days of you and your party attending your tour.  We will also display an official NHS QR code poster for our Castle Meadow ‘hidden street’ tour so that customers and visitors have the option to ‘check in’ too. We are unable to offer entry to those who refuse to provide their name and telephone number or ‘check in’.

1st August 2021 onwards

For the purposes of managing your booking, we will continue to collect the name and telephone number of the lead booker. We will no longer collect contact details for all additional adult guests. We will provide this data to NHS Test & Trace if requested within 21 days of you and your party attending your tour.  We will also display an official NHS QR code poster for our Castle Meadow ‘hidden street’ tour so that customers and visitors have the option to ‘check in’ too. We are unable to offer entry to those who refuse to provide their name and telephone number or ‘check in’ for at least a lead booker.
Ventilation

Castle Meadow ‘hidden street’ tour

Fresh air is the recommended means of changing air and we will open doors and windows between tours in areas this is possible.

Tombland walking tour

This tour takes place outside.

Staff and customer health

Our staff undertake self-assessed health checks before starting work and we do not allow them to work if they display any COVID-related symptoms. No person with COVID-related symptoms should enter our premises or attend our tours and also if you need to self isolate as a result of being in contact with an infected person then you should not attend your tour. Please make sure that you follow the latest government guidance on self isolating if you show COVID-related symptoms, test positive for COVID-19 or are identified as a close contact via the NHS Test and Trace system. If fewer guests are able to attend the tour you are booked due to COVID we offer a refund via gift voucher valid for one year for those unable to attend the tour. Please contact us on 01603 850309 or email team@theshoebox.org.uk  prior to your tour to arrange this.

Arriving for Your Tour

Castle Meadow ‘hidden street’ tour

Please arrive at the exact time for your tour and with your entire party. Unfortunately, we no longer have waiting areas available if you arrive early and don’t want you waiting outside in the unpredictable British weather! We have strict timetables to follow to ensure the additional cleaning and safety procedures take place, so if you are late this could mean less time on the tour.

Tombland walking tour

Please arrive 5 minutes before your tour and with your entire party.

Customer Toilet Facilities

Castle Meadow ‘hidden street’ tour

Toilet facilities will now be available again on site. We will continue to ask people to clean touchpoints after use with the cleaning materials provided.

Tombland walking tour

The tour takes place outside so there is no access to toilet facilities, please ensure you have used other public facilities before you arrive.

Feedback Welcomed

We constantly review our policy to ensure it complies with the latest government guidelines. We always welcome feedback from guests after your tour as we constantly strive to improve our customer experience – therefore please don’t hesitate to let us know about how both your tour experience and our new procedures lived up to your expectations.

Rebooking a Tour Postponed Due to COVID

If your tour was postponed by us due to COVID closure and you were issued a gift voucher and you find upon rebooking that there is a price difference please contact us and we’ll get you rebooked at the price valid at the time of your original booking.

Refunds and Cancellations

As per our booking terms and conditions, if you need to reschedule or cancel your booking we require 7 days notice prior to your booked tour start time via the contact details shown on your booking confirmation. So you can book with peace of mind, our policy is temporarily amended where COVID illness or isolation is the cause:

Cancellations or reschedules with 7 days notice.

Normal T&Cs

Free reschedule. Where a reschedule date cannot be specified, full refund given via a gift voucher valid for one year. Booking fees are non refundable. No cash refunds.

COVID T&Cs

No change to normal terms & conditions.

Cancellations or reschedules with LESS than 7 days notice.

Normal T&Cs

Upon request, we may at our sole discretion offer to reschedule your tour or issue a gift voucher that allows you to rebook at a later date, subject to a £10 late rearrangement fee.

COVID T&Cs

Refund automatically given via gift voucher valid for one year, less £5 late cancellation fee towards staff costs.

Partial refunds for fewer guests attending with LESS than 7 days notice.

Normal T&Cs

No refunds given for fewer guests attending.

COVID T&Cs

Partial refund given via gift voucher valid for one year for each guest unable to attend due to COVID illness or isolation. We MUST be contacted prior to arrival at your tour to request this.

Hub and Office Opening Times

Mon - Fri
10am - 5pm
Sat - Sun
CLOSED

01603 850309

21-23 Castle Meadow, Norwich, Norfolk  NR1 3DH
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