COVID-19 booking information
HOW TO BOOK
Online: theatreroyal.co.uk Online bookings only; counter & phone sales are currently suspended in line with the See It Safely recommendations.
Access bookings: Customers requiring a Wheelchair position and/or a complimentary companion ticket, can book if you are already registered on the Access Membership Scheme. If you are not a member, and require a companion to assist you whilst in the theatre, more information can be found here
COVID-19 Refunds & Exchanges: In line with the UK Theatre See It Safely recommendations, all tickets in your booking will be refunded, exchanged or a credit issued up to 24hours prior to the performance if you are displaying COVID-19 symptoms or are required to self-isolate. Please email the Box Office on firstname.lastname@example.org. Please refer to our ‘Health Declaration’ below for further details.
Non COVID-19 Refunds or Exchanges: Tickets are non-refundable. At the manager’s discretion, tickets may be exchanged up to 24hrs before a performance, subject to availability. Exchanges must be for Robin Hood and any difference in price must be paid, plus an exchange fee of £1.50 per ticket.
Friends of the Theatre Royal and Advantage members: Can return tickets for credit up to 24hrs before a performance.
Cancelled Performances due to COVID-19: In the event that live performances are not permitted to go ahead because of local or national Government restrictions, or we are unable to present the performance due to COVID-19, customers will be offered to transfer their ticket to a rescheduled performance, or offered a credit note or full refund.
Mobile ticketing: In line with the See it Safely recommendations, your ticket will be an email with a QR code. There is no additional charge for this and tickets do not need to be printed; simply present your phone to show the email to our staff when you arrive.
Tickets will be emailed separately after your order confirmation; we will email you a few days before your performance date with further information about how we will be managing the performance. If you accidentally delete your ticket email, you can log in to your account to retrieve your tickets.
Box Office Counter: In line with the See it Safely recommendations, we will not be operating a public counter Box Office at the Theatre Royal.
During your visit: When purchasing your tickets you are agreeing to abide by all instructions given by our staff; our signage; and our full terms and conditions.
Health Declaration: On booking your tickets you will be required to declare that you and all members of your party will not attend the performance if at the time of your visit: you have a suspected or confirmed case of COVID-19; you are displaying any symptoms of COVID-19; you have been instructed to self-isolate due to exposure to a confirmed or suspected case; you are required to self-isolate after returning from any location that is under quarantine restriction or special measures that limits travel and non-essential activity. Your booking may be cancelled without refund in the event of this condition being breached.
Test and Trace: To support test and trace we advise customers do not purchase more than one bubble per performance. It is the responsibility of the lead booker to remember who has attended. We will hold lead booker details on our ticketing system for no less than 21 days for the purpose of test and trace, in line with our Data Promise. We may need to share your contact details with NHS Test and Trace, if they require. After 21 days you may request in writing that your details be deleted from our system.
COVID-19 updates: Performances will take place under the terms of the COVID-19 guidance on that date, which may differ from the guidance at the time of booking. We reserve the right to make changes to the terms and conditions of purchase in order to comply with COVID-19 guidance and legislation for the safety of all customers and staff. You will be informed of any changes in relation to your booking by email.
Further questions: Please check the booking information on our website if you have any questions. If your question is not covered please email email@example.com, please note we are operating with a reduced staff and it can take some time to respond to enquiries
Before, during and after your visit
BEFORE YOUR VISIT
Consider your travel options: Avoid travelling on public transport at peak times, or walk, cycle or use own transport where possible to get the Theatre. There is now limited parking on Shakespeare St and Grey St.
ARRIVING AT THE THEATRE
Staff on duty: Our staff on duty will be wearing face coverings throughout your visit. If they are exempt from wearing one (in accordance with government guidelines) they will be wearing an exemption badge.
Timed entry: In order to ensure social distancing we will be operating a timed entry system. Your allocated time will be printed on your emailed ticket – please ensure you are on time. Once you have entered the building please do not leave as you may not be readmitted.
Admission: Latecomers may not be admitted, we reserve the right to refuse admission. Please be on time for your allocated entry.
Join the queue: On arrival at the venue please join the queue, ensuring you maintain a safe distance from others. Staff will be on hand to assist you. Ensure your full group is present before joining the queue.
Security Checks on Doors: You may be asked to take part in a contactless bag check. There is no cloakroom at the Theatre Royal and you will be required to keep all personal belongings with you at all times.
Contactless ticket check: Please have your ticket ready to scan to minimise delays entering the venue. Ensure you have charged your mobile phone before coming to the theatre as tickets cannot be retrieved at the venue. Please assemble everyone in your bubble before entering the building. Everyone wishing to enter the Theatre Royal must have a valid ticket, one of whom must be the lead booker for Test and Trace purposes.
Wear your face covering: At this point, if you are not already wearing your face covering staff will ask you to put it on before moving forward. Whilst in the theatre, you must wear a face covering throughout your visit, except when eating and drinking, unless you have confirmed you are exempt with venue staff.
Sanitise your hands: Once admission checks are complete you will be asked to sanitise your hands before moving further into the venue.
Test and Trace: There will be NHS Test and Trace QR codes signs displayed around the theatre. Please download this app and be prepared to check in when you attend.
No Bag or Coat Storage: Please be aware there is no bag or coat storage. We strictly prohibit backpacks, holdalls, luggage, shopping bags and computer bags, and you will be refused entry with these items. Exceptions will be made for those with medical requirements and/or special needs.
DURING YOUR VISIT
Social distancing: During your visit please ensure you maintain 2m distance from others using the floor marking guides and signs to assist you.
Designated routes: When moving around the theatre, please follow the clearly marked routes and signs to avoid congestion and maintain safe distances.
Hand hygiene: Please wash and sanitise your hands regularly using toilet facilities and the sanitiser stations provided.
Enhanced cleaning: Domestic staff will be working throughout your visit to ensure frequent contact surfaces and toilet facilities are regularly sanitised.
Staff Assistance: Our staff will be on hand during your visit to provide guidance around the theatre. If you have any questions or feedback on your experience, don’t hesitate to chat to one of them.
Lifts: Priority will be given to disabled people and those with reduced mobility. Please use the stairs if you can.
Passing points: If you need to pass other bubbles in your row in order to access seats or exit for the toilets please ensure you wear your face covering and move past quickly with your back to them.
AT THE END OF YOUR VISIT
Follow directions: When leaving the venue please follow staff direction and marked routes and signs to avoid congestion and maintain safe distances.
Exit times: To ensure social distancing throughout your visit, we will be directing customers to leave row by row and you may be asked to wait momentarily before leaving your seat.
Supporting disabled people during COVID-19: We recognise that for some disabled people these additional measures to access our Theatre safely during COVID-19 may be challenging. To help us facilitate your visit, please inform staff at the point of booking or request an Access Call Back by emailing firstname.lastname@example.org. A member of the team will be in touch to discuss your visit.
Not all disabilities are visible: All visitors and audience members are kindly reminded that not all disabilities are visible. We are part of the Sunflower Scheme so for any customers exempt from wearing a face covering, please wear your lanyard.