Covid: Important Customer Information
The health and the safety of our audiences and staff is of paramount importance at all times. The information below outlines what measures and steps we are taking to ensure you the safest visit possible, and what help we need from you to help us do that.
All measures will be continually reviewed and updated in accordance to the latest guidance issued by the Government.
Click the button below to read the TRW Covid Risk Assessments as part of our Covid Secure Policy
What to expect on your visit to Theatre Royal Windsor
There are many changes you will notice when you visit to watch a production. These changes help us to operate as a “See It Safely” venue that puts the safety and wellbeing of our audiences, performers and staff first.
Please read all emails and communications from us regarding your booking very carefully – they will contain important information regarding arrival times and your allocated point of entry.
- Health Questionnaire
You should not attend a performance if:
– You or any member of your party due to attend experience Covid symptoms prior to a show
– You or any member of your party due to attend have been advised by NHS Test and Trace to self-isolate
If you are unable to attend a performance due to either of these reasons, you should contact our Box Office Team to discuss the options for your booking.
By entering Theatre Royal Windsor you are declaring that you have not experienced symptoms of Covid in the last 14 days; have not been in close proximity to anyone who has experienced symptoms in the last 14 days; have not tested positive for COVID 19; or have not been instructed to self-isolate.
- Face Coverings
All audience members aged 11 years or older are required to wear a face covering at all times unless eating or drinking.
PLEASE NOTE: Theatre Royal Windsor’s Health & Safety Consultant has advised that our audience members should avoid wearing face coverings/masks with filters.
Our staff will approach and encourage all visitors and customer to wear a face covering. If you are exempt, you may feel more comfortable showing something that says you do not have to wear a face covering. This could be in the form of an exemption card, badge or even a home-made sign. If you would like to use an exemption card, the theatre will provide you with a badge or lanyard to wear.
- Social Distancing
Throughout the public areas of the building a one-way system is in operation. This sets out specific routes for audiences in different areas of the building and provides access to toilets, Bars and Merchandise Points. Perspex screens have been installed in all Customer Service areas between our staff and customers (Box Office, Theatre Shop, Bars etc.)
Seating will adhere to the current social distancing guidelines of 1m+. To achieve this, certain rows and certain seats will be out of use, which will be indicated by signage on seats.
- Hand Sanitation and Enhanced Cleaning
Hand sanitation stations have been installed at numerous points around our building.We strongly encourage all visitors, customers and staff to regularly wash their hands and use the hand sanitiser stations.
All public corridors, toilets, bars and auditorium areas will be subject to enhanced cleaning regimes daily each morning and between performances including regular cleaning of touchpoints e.g. toilets, door handles, handrails prior to each performance and also during performances.
We will also be ‘fogging’ the auditorium with antiviral disinfectant of prior to each performance.
- Arrival Times and Entry Points
We are operating with staggered arrival times for audiences to minimise queuing when entering the Theatre and to minimise crossovers between audience members when taking their seats. Your designated arrival time is listed on your ticket and detailed in your pre-show email.
PLEASE NOTE: It is important that you arrive at your designated arrival time, otherwise you risk being refused entry to the performance.
In order to minimise contact between household groups, audiences will be required to enter the building through three separate entrances:
Front Stalls: Using the disabled entrance at the rear of the building via the Stage Door alleyway
Royal Stalls: Using the front left-hand doors of the foyer at the front of the building
Circle: Using the circle left hand fire exit doors at the front of the building
- Box Office and Ticket Collection
“Print at Home” or E-tickets have been introduced to Theatre Royal Windsor. If you have chosen to have a Print at Home ticket, for your visit, please either print this ticket or ensure it is available on a scannable device (such as a mobile phone).
If you have chosen to receive your tickets by postal delivery, please bring these with you as normal.
Only in exception circumstances will we allow customers to collect tickets from Box Office, and must be done at least 24 hours prior to the performance to assist us with maintaining social distancing in our foyer areas.
- Bag Searches and Cloakroom
Bag searches will continue to take place to ensure the safety of our building, patrons and staff. We would ask that all visitors keep the number of personal items being brought into the building to an absolute minimum to help us keep outside queues to a minimum.
We cannot allow bags into our building without being searched, Bag Search staff will be wearing a disposable glove on the hand that may touch your belongings. This glove will be changed between each search. Should you not be comfortable with your bag being searched, please do not bring a bag with you.
Our Cloakroom will not be open for the storage of items, only small bags are permitted into the auditorium.
Please Note: Members of our Front of House team wear body warn video devices which will only commence recording if so required.
- Purchasing Food, Drinks and Merchandise
If you wish to purchase a snacks, drinks or merchandise, we are providing an in-seat service in the auditorium, simply raise the menu on your seat and an usher will serve you at your seat.
PLEASE NOTE: Last orders will be taken 5 minutes prior to the performance commencing (this applies both pre-show and during the interval).
We strongly encourage the use of cashless payments.
If you have pre-ordered a specific drink, package or a ‘Drinks Voucher’ from our Box Office, these will be served direct to you at your seat.
Programme vouchers can be redeemed from any of our bars or merchandise points. Please feel free to visit the area that best suits your needs.
Our toilet facilities are available throughout the performance should you wish to use them at quieter times and avoid queues.
To aid ventilation and social distancing within our toilet facilities, their main entrance doors will be held open (cubicle doors can be closed). Please do not close these at any time.
To ensure social distancing is maintained within the toilets at all times we recommend no more than 2 people over the age of 11, or 1 household (to allow for the supervision of children) to enter at any one time.
You may find some toilets/urinals will be out of use, this is to ensure social distancing can be maintained at all times.
There will be staff on hand to ensure our distancing policy is being maintained and to ensure cleaning is being carried out regularly.
- Leaving the Building
When your performance has ended, we kindly ask that you collect your rubbish and dispose of it in one of our many bins provided.
When exiting the building, please make your way promptly away from the building to your mode of transport or next destination. This will allow us to maintain social distancing for the customers leaving behind you. Please ensure when leaving the building that you maintain a safe distance from other customers at all times.
PLEASE NOTE: those with tickets for the Circle will be exiting via the rear of the building and not the front door you entered from.
No Visitors to Stage Door
Regrettably, we are unable to allow anyone to wait at our Stage Door to meet with our cast upon their exit. There are no exceptions to this rule. It will not be possible to request selfies or autographs with the cast.