FAQ

To ensure a seamless and exceptional catering experience, we kindly request the final catering details no later than 14 days prior to the event. This allows us ample time to carefully plan and place food orders, as well as meticulously prepare our kitchen for your event.

Upon receiving your signed contract, we maintain a commitment to upholding the agreed-upon guest numbers without reduction. However, we understand that circumstances may evolve, and your dedicated event planner will work closely with you to explore alternative options and maximise the value of your agreed spend. Should you wish to increase the guest count, we are more than happy to accommodate your request with advance notice.

We understand that preferences may evolve over time, and we strive to accommodate your changing needs. With sufficient notice, your dedicated event planner will be happy to discuss alternative options for food and drink choices, ensuring your satisfaction. It is important to note that any modifications should not fall below the contracted minimum amount, as outlined in the agreement.

Unfortunately unforeseen circumstances may arise, and we are committed to providing assistance within the parameters of our cancellation policy, as clearly stated in the terms and conditions of the contract. Generally, once a contract is received, the cancellation policy applies. However, in exceptional situations, we may consider allowing a postponement. We highly recommend taking out event insurance, which provides coverage for unforeseen circumstances that may necessitate the postponement or cancellation of your event. This insurance serves as an added layer of protection, offering peace of mind and financial security in case of unexpected events.

Upon receiving your signed contract, the sales team will introduce you to your dedicated event planner, who will oversee every aspect of your event's planning and execution. This includes the meticulous coordination of all details leading up to the event as well as the on-site management on the day of the event itself. By ensuring continuity with the same event planner throughout the entire process, we allow for a seamlessly executed event, where every detail is attended to. In some cases, your event planner will allocate an experienced floor manager to assist with the running of your event.

For convenient access to the building, event organisers and guests should enter via the main reception area situated at the front entrance. Upon arrival, you will be greeted by our professional and attentive receptionist, who will be readily available to provide guidance and assist in directing guests to their respective rooms or designated areas. Please note that our reception is staffed by our receptionist during regular office hours. However, to ensure a warm welcome for our guests outside of office hours and on weekends, a dedicated porter will be available at the reception area. For events taking place in the garden, guests would enter through Tudor Gate and then via the main, large black gates opposite reception.

During event planning stages, your dedicated event planner will discuss the specific arrival times for suppliers, including when organisers can have access to the room. It is important to note that any access to the rooms outside of the contracted timings may incur additional charges.

To facilitate smooth supplier access, we have designated the Tudor gate entrance as the main point of entry. This entrance, conveniently located at the end of Tudor Street, is staffed 24 hours a day, ensuring continuous support and assistance. Please see map below. Suppliers can easily access the car park through this entrance, and your event planner will make all necessary arrangements for parking permits in advance. We request that all supplier access be pre-arranged prior to the event to ensure efficient coordination.

We understand the importance of preparing for your event in advance and appreciate your consideration in sending materials or equipment ahead of time. However, please note that our building has limited storage capacity. To ensure smooth operations, we kindly request that any materials or equipment be sent no earlier than 24 hours prior to the event. For ease of handling, we recommend packaging them in a box with dimensions no larger than 1 meter squared. Please consult with your event planner to explore the best possible option.

Our standard practice is to schedule the collection for the following day. In the case of events held over the weekend, collection can be arranged for the subsequent Monday. To ensure a smooth process, we request that all items are properly packed and clearly labeled for easy identification. For items that need to be couriered, you are required to use pre-paid labels to facilitate efficient handling. The specifics of the collection process, including any special requirements, can be discussed and coordinated with your event planner. It is important to note that we will not be held liable for any loss or damage to items left after your meeting or event.

For optimal preparation and service, we kindly request that corkage drinks be delivered at least 48 hours prior to the event. This allows us ample time to carefully sort and chill the beverages, ensuring they are served at the ideal temperature during your gathering. We recommend discussing the delivery details with your event planner well in advance, as they will be able to assist you in arranging the most suitable logistics and ensure a seamless experience for your event.

To ensure smooth navigation for your guests, we provide dedicated signage solutions throughout the venue. These include signage placed outside the main reception and digital screens strategically located in key areas. If you prefer to bring your own signage, we do allow for it. However, it is important to note that the signage cannot be affixed to any walls or surfaces within the venue and outside signage must be stand alone. We request that you inform your event planner in advance if you plan to bring your own signage. They will work closely with you to accommodate your preferences and ensure that the signage is appropriately displayed within the permitted guidelines.

We have a dedicated in-house AV technician available during office hours (9.00am-5.00pm, Monday-Friday) to assist you with the setup of your meeting or event. They can ensure compatibility of your slides and provide support with any pre-arranged room technology. It is important to keep in mind that if you require a dedicated AV technician to be present throughout your meeting or event, we can arrange additional support for an extra cost. This ensures that you have professional assistance readily available to address any AV-related needs throughout your session. Moreover, for added convenience, our 4th-floor meeting rooms and Lecture Theatre offer the option to directly email slides and presentations to the room. This eliminates the need for a laptop on the day, simplifying the setup process and providing a seamless experience for presenters.