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FAQs: Keeping You Safe Image: three masks

FAQs: Keeping You Safe

4th May 2021


We are thrilled to begin to welcome you back to The Courtyard from the end of May 2021, subject to guidance. We have worked hard to put a number of new safety measures in place to ensure you have a safe and enjoyable experience.

On this page, you can read through Frequently Asked Questions regarding Covid-19 safety measures. Here you can find out more about what we’re doing to keep you safe. Along with what to expect from us, and what we ask of you as it stands with Government guidance.

We will try to keep this page as up to date as possible, so you can check back for the latest guidance closer to your visit.

FAQs: Keeping You Safe

The Courtyard has put measures in place to reduce the spread of Covid-19, complying with Government guidelines.

Do I need to book before arrival?

No. We advise booking before arrival to avoid disappointment, but we are still open for walk-in bookings and ticket sales.

Can I just show up and look around the new building?

No. All visits are currently restricted to hospitality and performances.

The building is separated into zones for the safety of all customers and staff. Please follow signage and stick to customer zones.

Do I have to wear a face covering?

Except for those with exemption from wearing a face covering for health reasons, masks must always be worn in all areas of the venue.

When seated in the auditorium we ask that you keep your mask on for the duration of the performance, except when eating or drinking.

Within our Café Bar and Chase Lounge areas, you may remove your face covering to eat and drink once you are seated and socially distant from other guests.

Please note that some reasons for exemptions are not always visible.

Are you implementing social distancing?

Social distancing must be adhered to at all times. The regulations are extremely clear that everyone must continue to socially distance even if they have tested negative or been fully vaccinated.

When booking event tickets the seating plan will distance you from others by at least 1metre+. There are two types of seating arrangements:

Bubble Seating: Where you can choose your seats based on your group size. This can be more restrictive for us as we have to try to put in a range of group sizes to cater for customers.

Auto-distancing: Where you select your group size of 1-6 tickets and you will be allocated the best available tickets. Our system ‘auto-distances’ you from others who have already booked.  Auto-distancing events helps us to maximise how many people we can fit in to the auditorium with the correct distances in place.

How many households can book together?

From 17 May, the Rule of 6 or 2 households will apply indoors. We will follow goverment guidelines on whether it is safe to increase this in due course.

Do I need to collect my tickets?

We are encouraging all customers to use E-tickets or Print-at-Home tickets to minimise contact between customers and staff. You will receive your ticket via email as soon as your booking is confirmed.

How can I pay for my tickets or food?

All payment forms are accepted as usual but we encourage contactless card payments where possible.

What time should we arrive?

Doors for performances open 30 minutes prior to advertised performance start times. Please do not arrive earlier than this unless you have a hospitality booking.

If you have a booking in one of our restaurants beforehand, please arrive as close to the booked time as possible.  If you arrive before the doors open to the auditorium, and we do not have a free table for you to book in our restaurants, you will be asked to return to the venue when doors are open.

How do Breakfast Screenings work?

If you book on to one of our Breakfast Movies at 11am, please do not arrive earlier than 10am. Your film booking will automatically reserve you a table in the Cafe Bar. You do not have to book this separately. Your table booking will be reflective of your film booking, i.e if you have booked two tickets, your table will be for two. This cannot be altered and you will be required to sit with the members of your booking party only.

What if I am feeling unwell or showing symptoms of Coronavirus?

If you have any coronavirus symptoms, you must not attend the venue in line with government guidelines. Temperature checks will be in place on arrival.

If you show symptoms prior to attending an event for which you have tickets, or you/a member of your household tests positive for Coronavirus, please do not attend and contact Box Office. Let us know as early as possible before the event. Where possible we will move your booking or credit the value of your tickets to your account so that you can use it on future ticket purchases.

Refunds cannot be given in this circumstance, unless you have purchased TicketPlan Protection at the time of booking.

Will you be taking my temperature?

You may encounter a contactless temperature check on arrival. If your temperature is deemed too high twice in 5 minutes you will be refused entry until a negative test is provided.

What happens if I test positive or must leave because of symptoms?

If refused entry due to Covid-19 we will happily move your ticket to another date where possible or the booker will be credited the value of your ticket. Refunds cannot be given in this circumstance, unless you have purchased TicketPlan Protection at the time of booking.

Do I have to give you my details?

In England and Wales, anyone 16 and over must leave their contact details to support the NHS Test and Trace system. The fastest way to do this is for everyone in your party to download the NHS Test and Trace app now. Then simply check in when you arrive at The Courtyard.

Alternatively, paper forms are available and these must be completed and returned to a member of staff at the start of your visit.

In accordance with government guidelines, this data will be stored for 21 days under GDPR. You may be refused entry to the venue if you do not comply with Test and Trace data collection.

Are your staff being tested?

We are taking part in government “workplace collect” testing and have asked all staff to undergo Coronavirus testing a minimum of twice per week.

Where can I sanitise my hands?

There are sanitisation stations located throughout the building. Please sanitise your hands on arrival and regularly throughout your visit.

Is the building ventilated?

The venue is well ventilated, and further doors will be opened for maximum ventilation as the weather allows.

Can I go to the toilet?

Customer toilets are clearly marked, you may visit these at any time.

How do I order food and drinks in the bar?

All hospitality is table service only. Please stick within the parameters of your booking as we cannot allow multiple groups to sit together or swap tables.

How will I know where to go?

All customers will receive advice on arrival and signage is clearly displayed throughout the venue

How often is the building cleaned?

The building is kept to a high standard of cleanliness, all touch points are cleaned regularly. Tables are cleaned between bookings and auditoria between performances.