COVID-19 - Your Visit

COVID-19 - Your Visit to Castle Theatre

 

We are excited to welcome our customers back in for shows from Monday 17 May 2021! As a response to the COVID-19 pandemic, we have updated some of our policies and procedures to ensure the safety of our customers and staff. These will be regularly reviewed, in line with any changes or updates to guidance from the government and other bodies. Please read these carefully and contact our Box Office if you’d like any further information.

 

We are proud to be a See It Safely accredited venue, in association with Society of London Theatres and UK Theatre. To find out more about See It Safely, please click here.

If you are unwell before an event

If you have any of the symptoms below, are self-isolating or are waiting for results for a COVID-19 test/have received a positive result for a COVID-19 test, please do not visit Castle Theatre.

For all shows until further notice, where you can no longer attend a show (either original date or rescheduled) due to COVID-19 shielding or positive test results, you may be eligible for a refund. Please contact our Box Office for more information.

Confirmed symptoms of COVID-19 include (but are not limited to):

  • A high temperature - this means you feel hot to touch on your chest or back (you do not need to measure your temperature, although 37.8℃ or higher is the official measure of a high temperature)
  • A new, continuous cough - this means coughing a lot for more than an hour, or 3 or more coughing episodes on 24 hours (if you usually have a cough, it may be worse than usual
  • A loss of, or a change to, your sense of smell or taste - this means you’ve noticed you cannot smell or taste anything, or things smell or taste different to normal

Social distancing & distanced seating

We will be operating on a reduced capacity for all shows from 17th May, until any further lifting of restrictions is announced. This is to ensure that we are meeting all of the social distancing standards.

A one-way system will be in place across all areas of the venue. Relevant routing and distancing measures will be marked on the floors, walls and stairs as you make your way through the building. Please ensure that you stick to these as best you can, so that we can keep all of our customers and staff safe.

Our toilets are in operation but will have a reduced capacity. Maximum numbers in each toilet will be marked on the door and staff will help to keep the capacities within the set limits.

The seating availability in the Auditorium has been heavily reduced, to accommodate a 1M+ distance side-to-side and nose-to-nose. To allow for the safe seating of customers, we ask that you arrive as early as possible (doors open up to one hour before a performance).

At the end of the show, we ask that customers remain seated. A member of staff will dismiss customers row by row, to help with social distancing. Customers in the stalls will be asked to exit the building via the fire exit to the right of the theatre (straight to the car park) and customers in the balcony will be asked to take the usual route (down the stairs and out the main entrance doors).

Face masks

Face masks are mandatory within the theatre and front of house areas, and should be worn at all times, unless eating or drinking (or if you have a medical exemption). This includes the journey to and from your seats, as well as any Box Office, bar or toilet visits.

Our staff will be wearing masks during all public-facing activities, as well as face shields and other PPE where appropriate.

Sanitising stations

We have set up visible hand sanitising stations around our front of house areas (including at the Box Office, the bar and on entrance to the main theatre). We will be encouraging our customers to use these as regularly as possible (where handwashing isn’t possible).

Regular cleaning & ventilation

We will be undertaking an enhanced cleaning schedule. All customer facing areas will undergo rigorous cleaning at regular intervals (before, during and after your visit). This includes high contact surfaces, such as toilets, tables/chairs, handrails and door handles etc.

To ensure a good supply of fresh air within the foyer and Auditorium areas, we will keep doors and windows open (where possible). During shows, doors will remain closed with staff carrying out regular checks of our fresh air percentages and CO2 levels. If these are at unsatisfactory levels, the theatre doors will be opened to provide better ventilation.

Due to higher levels of ventillation, the venue (including the auditorium) may be cooler in temperature than usual. We recommend that all customers wear suitable layers, in order to mitigate this possibility.

Screens

Our Box Office and Bar sales positions are now fitted with screens, for the safety of our customers and staff.

Tickets & admittance procedure

We encourage you to choose the e-ticket option for your tickets.

We will still be operating a Care of Box Office (COBO) service, however we will be contacting COBO ticket holders who have not already received their tickets to see if they are willing to move over to e-tickets. As always, reducing the amount of transferred items between people will help to keep us safe.

To support reduced staff levels and so as not to overload the postal service, we actively encourage our customers to consider the e-ticket option for their ticket delivery (rather than postal).

For our customers who are unable to switch to e-tickets, we will be operating a ticket collection (COBO) checkpoint at our Box Office. Please follow signage and staff instructions for this process.

Where customers already have their tickets for upcoming shows, they will be directed past our Box Office and to their door (upon showing these valid tickets).

We will be selling tickets on the door, subject to availability. Please note: door sales will only be for the performance taking place at that time

Pre-ordering drinks & limited bar service

We are encouraging our customers to purchase pre-ordered drinks/snacks. This is to limit the time out of your seats and to support social distancing efforts.

We will offer drinks and snacks online and at our Box Office as add-ons - these can then be picked up at our quick-service collection point. Where we can, we will also email you prior to the event to see if you are interested in the pre-ordering option.

We will also be operating a limited bar service on show nights. You can find our reduced bar menu here. To be in line with current government regulations, you will be asked to order and pay, then take your purchased items straight to your seat in the theatre. No tables will be available in the foyer for customers and they must not consume any food or drinks at any space in the theatre except their allocated show seats.

There will be a queuing system in place at the bar, with strict social distancing guidelines in place.

We will not be offering draught alcoholic or soft drinks at the moment.

Card/contactless payments

For the foreseeable future, we will be asking our customers to pay with card or contactless methods where possible. Cash payments will still be accepted if absolutely necessary, but we would urge you to consider other methods in the first instance. By limiting the transfer of cash, we are hoping to be able to better keep our customers and staff safe.

Entry times & intervals

Our theatre will open at an appropriate time for the start of the show, to encourage social distancing and to allow for the staggering of customer arrival times. We will contact you before the date of your booking to confirm the arrangements in place for each show. To help with this, we further encourage all customers to use the e-ticket option and pre-order your drinks and snacks.

Our toilets will be open as usual for our customers (before, during and after shows), with social distancing and limited entry in place. We will have information on maximum occupancies and queueing for toilets.

For any show intervals, we ask customers to follow the socially-distanced routing system when visiting the toilets or bar. We will be offering interval drinks, however only those that are pre-ordered before the show begins.

Access customers

For our wheelchair users, we ask that you get in touch with our Box Office to discuss any extra requirements you may have in advance of your visit to the theatre. This will include routing, especially for those who have larger or motorised wheelchairs - this is to help support our social distancing efforts.

Our lift will still be accessible, however we are enforcing the current maximum occupancy numbers: one customer in the lift at once.

Exceptions:

  • If a carer is needed to accompany an access customer, a vulnerable customer or a child.

Test and Trace

It is now a legal requirement for us to collect names and contact details from all customers (over the age of 16) within each party entering the theatre for performances. This information will be kept for 21 days. We will have a check-in desk at which you can either provide these details to a member of our staff or, as an alternative, use the NHS COVID-19 phone app to scan our venue QR code.

This aids the NHS with tracking possible COVID-19 issues and outbreaks.

When booking, we will also request a phone number, in an effort to support the Test and Trace system. 

Group bookings

In order to adhere to the government’s ‘rule of six,’ we will be contacting any customers with group bookings over six people to split their seating arrangements into compliant numbers. This will include household units over six people.

If you show symptoms after visiting our theatre

Please contact us at castle.info@parkwoodtheatres.co.uk or 01933 270 007.

Further information, complaints & appeals

If you require any further information at this point, or if you would like to submit a complaint or appeal regarding any of the points above, please contact us at castle.info@parkwoodtheatres.co.uk

 

Find Us

Castle Theatre
Castle Way, Wellingborough
NN8 1XA