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COVID response



The health and well-being of our Guests and Staff is our top priority and has guided many of our decisions during this time, especially the readying of QUEENS for post-COVID19 London.


We have always believed that your health and safety is of utmost importance. Keeping active and social are in our DNA, this is more relevant than ever, as we all need to shake off our at-home sofa-loving selves and to see our friends, family and colleagues – in a safe and social way.


Over the past 90 years you have placed great trust in us, and we take our responsibilities to you very seriously, we have been extensively coordinating with our registered Health & Safely consultants in the Sport, Leisure, Food and Hospitality industries.





THE CLEAN TEAM: A dedicated team at QUEENS have been working tirelessly with our health and safety advisers on a comprehensive reopening plan that builds upon QUEENS’ already commended high standards of health, safety, and cleanliness.


The QUEENS in-house Cleaning Team will receive extensive training on the new processes and protocols with ongoing formal inspections.


Our challenge is to create not only the cleanest environment for our community - but one where our community feels safe.


CLEANING PROTOCOLS: In addition to our existing continuous cleaning process throughout the day, we will add a rigorous, deep-cleaning and disinfecting process on the high touch areas regularly, overnight. We will be increasing the size of our Cleaning Team to support these efforts.


MEDICAL GRADE UVC LIGHT: An array of 30, pulsed xenon-based ultraviolet light disinfection systems (PX-UVC) (as used in state-of-the art hospitals around the world) have been installed over high-touch, high traffic areas and will be switched on overnight.


DISINFECTION PROCEDURES: High quality, commercial disinfectants designed to be effective against the COVID-19 virus will be in continuous and deep-cleaning processes. We will also be introducing back-pack sprayers, for use by our Maintenance team, that efficiently attack microbes, providing far more coverage in the same amount of time than traditional efforts. This equipment will also be used to disinfect lockers, dining areas, bathrooms and activity equipment between uses.


HAND SANITIZIER: Guests are asked to use hand sanitizer when entering QUEENS and frequently throughout their visit. The hand sanitizer solution kills up to 99.9% of germs and is over 60% alcohol as recommended by the WHO's guidelines. Hand sanitizer will be available throughout the venue. Guests are asked to wipe down equipment before and after use.


DISINFECTANT WIPES: The disinfectant wipes, used by our Cleaning Team, are approved use against COVID-19. These disinfectant wipes will also be available throughout the venue. In addition to our Cleaning Team’s work, Guests are encouraged use disinfectant wipes on equipment before and after use.


PILFERING OF CLEANING SUPPLIES: Guests will be asked to use disinfectant wipes on equipment before and after use in addition to QUEENS’ cleaning protocols. Our disinfectant wipes are approved use against COVID-19. Disinfectant wipes will be available throughout the venue.


HEALTH DECLARATION: Our Staff will be required to make a mandatory health declaration before each venue visit to confirm they are not experiencing symptoms of COVID-19, nor have they come in contact with someone who is experiencing symptoms. Any staff member feeling unwell will go on sick leave.


TEMPERATURE CHECKS: All Staff will to subject to random body temperatures taken upon venue entry via touchless thermometers. Per WHO guidelines, individuals with a body temperature greater than 100.4 degrees will be sent home immediately.


STAFF PERSONAL PROTECTIVE EQUIPMENT: Our Staff will be provided with face masks, gloves and in some case face-shields, which they be required to wear in the venues at all times.


RECEPTION DESKS: New Plexiglass barriers are designed to provide a protective shield between Guests and the Reception Teams.





SOCIAL DISTANCING: We will be limiting venue capacity upon reopening, based on the venue’s unique layout. ALL Guests will be required to book visits through the www.QUEENS.london website.


Steps have been taken to encourage 2 metres of separation, as recommended by the WHO. Guests and our Staff will be asked to respect floor & wall markings that facilitate distancing throughout the venue. We will not tolerate any abuse towards our Staff tasked with enforcing these guidelines.


REVISED OPENING TIMES: We will be limiting the capacity of all our activities and dining areas as well as adjusting programming to minimize shared equipment use. We will also be adjusting venue operating hours to allow for thorough cleaning and disinfecting overnight.


Time is also now allocated for equipment and area cleaning between bookings. We will not tolerate any abuse towards our Staff tasked with enforcing these revisions.


GROUP SIZES: For the time being we will only be allowing groups of up to 6 book on-line. We ask that larger groups contact us via www.queens.london to see what arrangements can be made, in line with Government and professional advice.


TEMPORARILY CLOSED: During the initial reopening period the following will be closed: standing at the MEATliquor bar, pong & arcades areas.


CONTACTLESS TRANSACTIONS: Advance bookings will reduce the amount of payments taken at QUEENS (if any) however there may well be additional activities or food & drink that you’d like to purchase. All our tills & card machines are contactless. Whilst we accept both cards and cash, but we’d prefer cards in line with Government recommendations. We do not accept AMEX.


COMMUNICATION: In the event there is a confirmed case of COVID-19 at QUEENS, notification will be provided via email to all same-day Guests. Guests are asked to alert the contact the Manager on ranjan@queens.london / 02072290172 if they experience or test positive for COVID-19 within 14 days of their last venue visit.


This QUEENS COVID-19 RESPONSE is correct at the time of publishing and will be updated as we adapt and evaluate existing and new protocols. The most up-to-date QUEENS COVID-19 RESPONSE can be found at www.queens.london/covid-response


RECEPTION DESKS: New Plexiglass barriers are designed to provide a protective shield between Guests and the Reception Teams.





GIVE EACH OTHER SOME ROOM: QUEENS is humungous with plenty of space to move around the venue. We are all adapting to social distancing measures and ask that guests follow our floor & wall markings and use common-sense to respect other groups personal space while at QUEENS.


GUEST PERSONAL PROTECTIVE EQUIPMENT: Guests will be required to wear face coverings at all times when in QUEENS (except when eating or drinking). Gloves must be worn all times when ice-skating. For convenience, Guests may purchase reusable fabric masks and disposable gloves at various counters throughout QUEENS.


ADVANCE BOOKING: We will be limiting the capacity of all our activities and dining areas as well as adjusting our activity schedule to help achieve social distancing. It is strongly advised that you book in advance to avoid disappointment. All activities must be booked via the QUEENS.london website or via our Bookings Team.

When fully booked QUEENS will not be able to accept walk-in Guests.


VENUE ENTRY: It will be necessary to wait outside the venue until your activity time arrives. We have restricted our capacity and incorporate ‘breather’ breaks in our schedules to minimize queueing times. We advise to arrive 10 minutes before your activity start time.


Our Front of House team will expedite your entry. Once inside please sanitize your hands / gloves from the dispensers provide. Then head directly to your activity location.


SPECTATORS & GUESTS: Guests spectating, not ice-skating, bowling or partaking in any other paid for activity, will be charged £1 to help support our extensive cleaning procedures. There will also be a maximum of 2 spectators per child. Carers are of course, exempt, from these policies.


ICE SKATE / RINK PROCEDURE:  Upon arriving at Skate Hire, one of our Hosts will direct you to your allocated colour-numbered changing bay. Another host will collate your shoe sizes and fetch them for you.


Please place your footwear in the metal baskets provided. Ensure you take a photo of the basket’s number tag!

Your footwear will be waiting for you across the rink in the SIN BIN.


It is required that Guests wear our coloured wristbands during their Skate as these demark the session end time, Guests without these wristbands will be assumed to be overstaying their session time.


Guests will be required to wear gloves all times in on the rink.

Spectators will also be required to wear gloves all times in on the rink and to stand, social distanced around the ‘screen’ end of the rink adhering to the floor & wall markings.


BOWLING PROCEDURE: You will have been asked to inform us of your bowling Guests names for the screens, at the time of booking, these cannot be changed.

At the bottom of the main stairs, please floor & wall markings and head directly to your lane.

A member of Staff will be on hand to assist with any questions.

A member of MEATliquor Staff will be on hand for food & drink orders

Enjoy and once finished please exit via the same way you entered.


MEATliquor PROCEDURE: MEATliquor will be serving a slightly reduced menu of their fan favourite dishes & drinks. Advance bookings are advised due to restricted capacities and table distancing regulations. Standing at the bar is not currently permitted.


BATHROOM ETIQUETTE: We have additional Cleaning Teams in place to ensure these are as clean as possible. Please wait at our bathroom doors for a member of our Cleaning Team to inform you when the bathrooms are ready to be used.

Hand sanitizer & disinfectant wipes will be readily available within each bathroom space.

Guests are asked to wipe down equipment before and after use.