Help us to help you have an enjoyable visit to the Victoria Theatre
Thank you to everyone who books tickets to an event at the Victoria Theatre. We appreciate all our customers and want to make sure everyone who visits our venue has a wonderful time. To do this, we need your help.
Please take a moment to read these guidelines that have been created to ensure that we continue to have the fantastic and safe atmosphere that the Victoria Theatre is famous for.
To help everyone have a safe, comfortable, and enjoyable visit, we have drafted the following promises to customers and what we expect from you to achieve this.
Our Commitment to Customers
For all our events, we promise that we will do our best to…
- treat all our customers with respect and provide a helpful and friendly service
- welcome all customers equally and without prejudice
- where possible, provide customers with timely, up to date and accurate information about events
- meet the individual needs of all our customers and resolve queries as efficiently as possible
- provide a safe and welcoming environment for your visit
However,
- We will not tolerate any abusive or violent behaviour towards our staff, visiting company or other customers
- We will remove any audience members who are negatively impacting the experience of others, causing a disturbance or endangering others
- We will refuse the sale of alcohol to any customer who appears intoxicated, and they will be asked to leave
To help us we ask that all customers please…
- arrive on time for the event you are coming to see - latecomers may not be permitted into the auditorium until the interval
- treat all theatre staff and customers with the respect and courtesy that you would expect from us
- turn off or silence your mobile devices and refrain from using them during the performance
- avoid talking or making any noise that could be distracting during the performance
- refrain from using any abusive or violent language and body language to our staff and other visitors
- do not behave in any way that negatively impacts on other theatregoers’ enjoyment of the performance
- do not attend the theatre if you are unwell
- let us know what’s going on – we can’t resolve your issues if you don’t tell us about them
Security on the Door
We take safety very seriously, and will sometimes implement additional security measures, such as bag checks, where we reserve the right to confiscate any items that are suspicious, illegal, or considered dangerous. In these cases, we may also refuse entry, and, where necessary, call the police. We will also refuse entry to anyone who is behaving inappropriately, is unruly or rude to others, or appears to be under the influence of alcohol or illegal substances.
Dancing During Seated Music Events
We love music and hosting music events and understand that with good music comes dancing, and sometimes this is encouraged by the performers on stage. We cannot control the artists who ask the audience to get up and dance, but as we are predominantly a seated venue, we have created these guidelines to help customers to dance considerately:
- remember that not everyone is able to dance, and they have purchased a seated ticket
- if you would like to dance, please do not dance at your seats, please move to the aisles, sides or back of the auditorium
- please be considerate of the people around you, particularly those behind you
- you will be asked to move If you do not follow these instructions. Please be aware of other customers and if you are asked to dance elsewhere, please do so without resistance or argument.
Complaints
If you experience any problems while at the theatre, you need to make a member of staff aware as soon as possible. We can resolve most customer issues at the time, but it’s very difficult to successfully resolve an issue after the event.
