Frequently Asked
Questions
Service
Where can I make a booking?
You can easily book a table online here: https://www.ontherocksrugby.co.uk/book/
For larger groups, please contact us directly. As a small restaurant, we have limited online booking availability, but we’ll do our best to accommodate your party.
I haven’t received my booking confirmation?
If your confirmation hasn’t arrived within 24 hours, please get in touch with us to resolve it. Please check your junk folder, and kindly give us a like and save our address for future reference.
Are walk-ins welcome?
We do our best to accommodate walk-ins, but for the best chance of securing your preferred time, we recommend booking ahead online.
Do you accept cash or card payments?
We accept both cash and card payments, including contactless up to £100, as well as Apple Pay and Google Pay. Please note, we do not accept American Express.
Contacting Us
How to contact us?
You can reach us at 07821 416619:
- Monday to Friday: 17:00 – 22:30
- Saturday: 14:00 – 23:00
For inquiries outside of these hours or for the quickest response, please use our online contact form.
I would like to give Feedback on my recent visit?
If you have a complaint, inquiry, or compliment for our team, feel free to give us a call or leave your feedback on our reviews page.
I have a question about the restaurant?
Please check our FAQs, which should cover most of your questions. If you still need assistance, don’t hesitate to reach out to our friendly team by email or phone.
Dining With Us
How do we make a booking?
To book a table, simply reserve online here: https://www.ontherocksrugby.co.uk/book/. For larger groups, drop us a message directly to lock in your spot! Our online bookings are limited, but we’ll work our magic to fit your party in.
How soon can I make a booking?
Book up to 10 months in advance with just a few clicks on our “Book a Table” page. Planning a big event or special occasion? Give us a call to secure your spot—check out the number at the bottom of our page. Easy peasy!
Why are you asking for card details?
To lock in your reservation, we’ll ask for a valid credit card number. Rest assured, this process is handled securely through our payment provider, Stripe. Just a quick reminder: For your online security, always check for the lock symbol in your website address bar to ensure your information is protected.
Cancellations up to 24 hours before your booking are free. If you need to cancel or adjust your party size within 24 hours, there’s a £25 per person fee. As a small, cozy spot, we really appreciate your understanding!
How do I cancel my booking?
To cancel your online booking, simply click the link in your reminder email and follow the steps. If you know you’ll need to cancel before receiving this email, please get in touch with us directly. We understand that plans can change, so giving us a heads-up as early as possible is appreciated. Thanks!
Is a deposit taken when I confirm my booking?
No, unless we mention a “refundable deposit,” we don’t charge your card—except in cases of a “no-show” or if you don’t notify us of changes. Refundable deposits are fully credited to your bill when you pay on departure.
Do you offer private events?
Yes, we offer private events! Available Monday through Sunday, we can tailor our space to your needs. Check out our party and drinks packages here or if you’d like a unique menu just for you, give us a call. Whether you’re planning an epic party, hosting a distinctive business meeting, or having a social gathering, we’re here to make it unforgettable. Get in touch to discuss your celebration plans!
What are your opening times?
To find our opening hours please head to the Footer of our pages.
Is there disabled access at our restaurant?
At On the Rocks, we deeply value the needs and equal treatment of all our guests. We’ve made significant strides in recent years to enhance accessibility, in line with the Disability Discrimination Act 2004. We’re committed to making our facilities and services as accessible as possible every day.
However, being housed in a first-floor Victorian building within a conservation area presents some challenges. While we can’t always provide full accessibility, we’re dedicated to finding solutions that help. For instance, we can offer temporary ramps for ground-floor access, or outdoor dining options when the weather permits, though these may not allow for the complete On the Rocks experience.
To ensure a smooth visit, we highly recommend contacting us in advance so we can discuss the best way to accommodate your needs.
What time can children dine till?
Children are always welcome, with no restrictions on how late they can dine with us. However, please note that our restaurant is located above a busy bar, which can get lively on weekends. For a quieter exit, we offer access to a back entrance and can also escort you out as an alternative.
Where can I find the menu prices?
To check out our menu prices, just head over to our menus page. For the latest meat market prices, feel free to give us a call, send us a text, or drop us an email. We introduced this system during COVID to keep things fair with fluctuating prices, and it’s stuck because we want to make sure you’re never surprised by the cost.
Do you have an allergen/dietary information available?
You can find our allergens menu here.
Before you dine, check out our current menu and chat with our team about any specific dietary needs. We’re all about making sure you have the best experience possible, and we’ll do our very best to accommodate your requests.
Do you offer a gluten free menu?
Coeliac guests can fully enjoy our experience, with most of our menu adaptable to meet your needs, including a variety of gluten-free starters, mains, and desserts. Just look for the gluten-free symbol on our menu. We take extra care by using separate cooking equipment for our gluten-free dishes. Be sure to inform your server when you order.
When can I use the set menus?
Set menus can’t be combined with any of our promotions or discounts. For bookings of 10 or more, we ask for a pre-order. If you prefer not to pre-order, no worries—just know we can’t guarantee all your requests on the night. This excludes our brunch menu, where all guests need to pre-order.
Pre-orders?
Our new pre-order system is streamlined through digital menus, accessible via our website or email. Many guests find this process helps make their visit smoother. If you’re unsure which menu suits you best, just reach out to us for guidance. Please note, only one pre-order per booking is allowed.
Do you offer a children’s menu?
Young guests are always welcome, and we’ve got a special menu just for them! You can check it out here. Highchairs are available upon request—just let us know in the comments when booking or ask our team when you arrive. Since prams and pushchairs can be a bit tricky to store, we recommend using car seats if possible.
Can my Child use your rocks?
Large table bookings and children?
To keep everyone safe—especially with our use of lava rocks—we ask for a ratio of 1 child under 10 per 2 adults for large table bookings. We know single parents might have unique needs, so give us a shout in advance. We’re here to help and will do our best to make your visit enjoyable while keeping safety top of mind.
Can I set up the table with decorations?
You’re welcome to add some flair to your table! We’re happy to let you use balloons, small banners, and personal cakes. However, we don’t allow table confetti (it’s a hassle to clean), balloon arches, or light-up numbers unless you’ve booked a private party. Have fun decorating and enjoy your celebration!
What time can I set the table?
It’s best to chat with our friendly team the day before your booking. You might be able to drop off your decorations beforehand, but only during our restaurant hours. Unfortunately, we can’t store any items beyond that. Just give us a shout and we’ll help you make your celebration awesome!
Do you offer private events?
Yes, we do offer private events! Whether it’s Monday through Sunday, we can tailor our space to fit your needs. Give us a call to discuss your celebration plans—whether you’re throwing an epic party, hosting a unique business meeting, or just having a social gathering. We’re here to make it memorable. Get in touch!
What I.D is required to be served alcohol?
If you appear under 21, we’ll ask for ID, and the only forms we accept are:
- International passport
- UK or EU photo-card driving licence (full or provisional)
- Proof of age card with a ‘PASS’ accredited hologram
Our Challenge 21 policy is strictly enforced, and our team is fully trained to adhere to it, following police guidelines.
Please note: It’s illegal to sell alcohol to anyone under 18, and anyone under 16 must be with an adult. We take our responsibility seriously and, as a rule, don’t allow under-18s to drink on our premises.
Where do we source our meat?
Most of our meat comes from our local butcher, Joseph Morris, who earned our Rugby store a finalist spot in the 2019 Meat Management Awards for Best Butcher Shop!
Our Offers & News
How do I sign up for all the latest?
We’re thrilled you want to stay in the loop! Just sign up for our Join Our Tribe newsletter to get all the latest news and exclusive offers straight to your inbox.
Is there a loyalty programme?
It’s in production, sign up for the latest news.
How do I unsubscribe?
If you ever want to hit pause on our updates, just click the “unsubscribe” link at the bottom of any email. It’s a breeze!
Gift Cards
Where can I buy a gift card?
You can purchase gift cards online through our gift voucher page. For a more personal touch, feel free to visit us in person and pick up a physical gift card directly from our restaurant.
In what amounts are gift vouchers available?
You can load our gift cards with any amount from £15 up to a maximum value of £250.
How long are they valid for?
Our gift cards are valid for 24 months from the most recent reload or redemption date, whichever comes later. Plus, you can top them up anytime to keep the fun going for a full two years!
Who can I send an email gift to?
Send e-gifts to anyone with a valid UK email address and share the love instantly!
How do I spend an E-gift card?
Just show the email (on your phone or as a print-out) with your unique gift code to your server, and they’ll hook you up!
Do I have to spend all the gift card value?
Got a balance left on your gift card? No problem! Come back any time before it expires and use it all up.
Where can I find the remaining balance of my gift card?
Want to check your gift card balance? Just click here and follow the easy steps to see how much you’ve got left!
What are the gift card terms and conditions?
- The gift card cannot be exchanged for cash.
- The gift card is not a cheque guarantee, credit, debit, or charge card.
- No change will be provided; however, any remaining balance can be used for future purchases.
- We are not responsible for lost or stolen cards—treat it like cash.
- To check your gift card balance, please visit [website] and follow the instructions provided.
- The gift card is valid for 24 months from the date any value was last added or redeemed.
- Gift cards can be purchased with a minimum value of £15 and a maximum of £250.
- Email gift cards should be treated as cash. If deleted, they will not be resent. No SMS option is available.
- Email gift cards are free to receive. No SMS option is available.
- Digital gift cards can be presented either on a smartphone or printed out.
- Gift cards can be used multiple times until the balance is exhausted.
Other
Where can I park?
Parking is available on Albert Street and the surrounding streets. Please note that there is a parking charge in effect until 6pm Monday – Saturday.
Are we dog friendly?
We welcome guide dogs and assistance dogs. Additionally, well-behaved dogs are permitted in the terrace and bar areas. All dogs are welcome however on weekends we recommend earlier times.