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COVID-19 Closure

De Montfort Hall is closed to the public until further notice. We are rescheduling as many shows as we can and will be in touch with customers to discuss options for any affected shows. Updates will also be provided on social media and here on the website. Thank you for your ongoing patience and support.

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FAQs

    COVID-19 SAFETY MEASURES - EFFECTIVE FROM FRIDAY 6 NOVEMBER 2020

  • What extra health and safety measures have been introduced?

    Our top priority is the safety of all customers and staff, and we are following official government guidance to make sure we are covid-secure so you can visit us with confidence. The following measures will be implemented:

    • Face coverings must be worn by customers at all times, except when eating or drinking. For those exempt from wearing a face mask, please inform our staff on arrival.
    • Sanitising stations will be available at all entrances and around the venue, please ensure you sanitise your hands before entering the building.
    • Temperature checks will take place on entry. Anyone with a temperature of 37.8C or above will not be allowed entry and retested after five minutes. At this time, if the temperature is still elevated, they will not be allowed in.
    • Contactless ticket scanning will be in operation. Please have your tickets ready on a mobile device or in your hands to reduce queuing and delays for other customers.
    • One way systems will be introduced throughout the hall, please follow the signs or ask a member of staff. Customers will be sent a plan in advance to show what these routes are. There will be separate entrances for customers sitting in the stalls and circle seating.
    • An enhanced cleaning regime has been introduced to keep you safe. The hall will be deep cleaned after each performance and members of our team will remain on call throughout performance days to sanitise and clean certain areas.
    • We will be enhancing the ventilation into the auditorium which may make the auditorium feel cooler than usual, so please come prepared for this.
    • Please do not attend the venue if you have any symptoms of Covid-19.
  • How will social distancing be maintained?

    The following measures will be in place:

    • The auditorium seats will be set up so there is at least 1m between each customer party. Seats are mostly available as pairs with limited singles, 3’s and 4’s.
    • Customers must only book for members of their own household or support bubble.
    • One way systems will be introduced throughout the hall with signs to encourage appropriate distancing being adhered to.
    • Public spaces, outside of the auditorium, will have no seating. Customers must make their way to their seats upon arrival or after they have visited the bars/toilet.
    • One way queues will be in place for all facilities – bar, toilets and box office.
    • Staggered entrance times will be introduced and the auditorium will be accessible from an hour before the performance to reduce crowding and queues.
  • NHS Test and Trace check-in

    Please use your smart phone to check in with the NHS Test and Trace app during your visit. QR codes will be displayed at the entrances and throughout the venue.

    COVID-19 BOOKINGS AND SOCIALLY DISTANCED PERFORMANCES

  • How can I book tickets?

    Tickets are only available to book online on this website currently. Our building is still closed so we cannot take bookings in person or over the phone at this time.

    Customers have the option to book e-tickets, our preferred choice, or printed tickets. Printed tickets are only available for performances that are more than seven days in advance and a £3 postage charge will be applied.

    E-tickets will be sent by email as soon as you have booked, if you don’t receive them please check your junk/spam folder before contacting our box office dmh-office@leicester.gov.uk

  • Will I be able to sit with my friends and family?

    Our new socially distanced seating arrangement means that bookings can only be made in limited numbers. Customers must only book tickets for members of their household or support bubble.

  • Can I book a single ticket?

    A limited number of single seats will be available to purchase online. If these are sold out, or you require any further help processing your booking, please contact our box office dmh-office@leicester.gov.uk

  • Can you tell me which events have been rescheduled?

    Many of the performances due to take place from March 2020 have been rescheduled and these new dates are shown on our What’s On pages.

    All tickets, including those for parking, are still valid for the rescheduled date. If you can attend the new dates then no further action is required.

    If you can no longer attend the rescheduled date please contact our box office to discuss the options.

    COVID-19 FACILITIES

  • Can I bring a bag?

    Please do not bring any bags or rucksacks with you, unless required for medical reasons.

    We are sorry there will be no cloakroom facilities available.

  • Can I buy food and drink?

    Catering facilities will be available for performances but we will be offering a reduced menu.

    Queues will be in place and we politely request that only one member of your party attends the bar at any one time.

    Items purchased must be consumed at your seats, there will be no seating available in public areas of the hall.

    Drinks will be served in recyclable plastic glasses, please help us by disposing of your plastic in the bins provided.

    Bars will only be open before the performance and during the interval, we cannot serve beyond 10pm.

    Card payments only.

  • Are your toilets open?

    All toilets, and our Changing Places facility, will be open during performances.

    There will be a maximum number of people allowed at any one time and a one in one out policy in place. Stewards will be on hand to assist.

    The ladies toilets at the Garden Suite side of the building will be temporarily changed into a gents toilet while the covid-secure restrictions are in place.

    All facilities will be cleaned at regular intervals – in advance of performances, during the first half and after the interval. Facilities will not be available after the performance has ended.

    Booking / tickets

  • Can I return tickets if I can no longer attend a performance?

    All tickets purchased are non-refundable.

    Tickets purchased directly from De Montfort Hall may be accepted for resale only when a performance is sold out. An administration fee will be applied, and monies returned to a gift card.

    Exchanges can be made but only for a run of the same show, subject to availability.

  • What happens if an event is cancelled or rescheduled?

    In the event of a performance cancellation, customers will receive a full refund to the method of payment. Tickets for rescheduled or postponed performances, unless otherwise specified by the promoter, will remain valid for the new date and should be retained. Customers who are unable to attend the revised date will need to request a refund at least 30 calendar days before the revised performance date.

  • I am having technical issues trying to book or set up an account, what should I do?

    Please contact the box office on 0116 233 3111 or dmh-office@leicester.gov.uk

    • To create an account, the password needs to be a minimum of eight characters and include a number, capital letter and special character (%$£”).
    • There is a 15-minute limit online to complete your purchase. Leaving tickets in the basket will not guarantee a sale.
    • You must have ‘javablocked’ enabled to book tickets on our website.
  • I have found the tickets that I want to book but the booking system won’t let me proceed, why not?

    This is probably because the booking would leave a single seat in a row. Most booking systems are designed this way to ensure performances are as fully attended as possible.

    Please contact our box office if you are unable to find suitable seats online.

  • The performance I want to see is sold out, do you have a waiting list?

    Yes, for sold out performances only. If tickets become available our box office will contact those on the waiting list in the first instance, on a first come, first served basis. This can happen anytime between a show selling out, right up until the day of the performance. Customers on a waiting list are not guaranteed tickets and you have no obligation to buy.

    Please contact box office to be added onto a waiting list or if you have an online account just click on the ‘waiting list’ icon next to the show information.

  • I have not received a confirmation email or tickets, what should I do?

    If you have booked online and opted for an e-ticket, please check your spam/junk folder. Emails are sent from noreply@demontforthall.co.uk

    If you have requested for tickets to be sent to you in the post please contact box office to discuss.

  • My tickets were booked through an agent but I haven’t received them?

    You will need to contact the agent direct, we will not have any information regarding your booking on our system.

  • I have bought tickets though a secondary ticket site but they haven’t arrived?

    Purchasing tickets from an unofficial ticket agent is against our terms and conditions of sale. With secondary ticket sites you invariably buy from another customer rather than from the venue/official agents. These tickets can often be at an inflated ticket price and in purchasing you risk being declined entry.

    If your tickets have not arrived before the performance you will not be allowed access.

    The lead booker, whose name is printed on the ticket, must bring ID with them when attending the performance.

  • My tickets say ‘Doors 7pm’ as the start time, what does this mean?

    Not all promoters know the exact timings for a performance when it goes on sale, so these times are given as a guide. This is the time that you will be allowed into the hall, not the start time of the performance.

    Performance times will be updated on the website and announced on social media when confirmed. Please check back regularly.

  • I cannot find my printed tickets, can these be re-issued?

    Lost, mislaid or damaged tickets may be reprinted at the discretion of the box office. Reprints are not available in advance of the performance and an administration fee will be charged. Tickets will only be reissued to the lead booker who must have ID with them. Please contact box office in advance to discuss your booking.

    REFRESHMENTS

  • Am I allowed to take my drinks inside the auditorium?

    Drinks are permitted inside the auditorium for most performances in plastic or paper cups.

    For standing concerts, you can buy drinks throughout the concert, however, for all other concerts drinks can only be taken into the auditorium before the show and during the interval. This is to ensure no disruption during the performance.

    We reserve the right to change this policy at any time, and for any performance, to ensure our commitment to health and safety and to meet the conditions of our entertainment licence.

  • What time does the bar open and do you accept card payments?

    Our bars are open one hour prior to the start of the performance. This can vary so please check the individual webpages for up to date information.

    Card payments can be taken at our bars.

  • Do you take interval orders?

    For most shows interval orders can be made at any of our bars, please check with our bar staff on the night.

  • Do you serve meals?

    Unfortunately, we don not have a restaurant or serve hot food. Our kiosks serve a selection of freshly made sandwiches, crisps, and snacks.

    There are a number of local pubs/restaurants close by that offer some great food choices. These are not recommendations, just some options…

    Konak

    Oggi

    Old Horse

    The Landsdowne

    The Marquis of Wellington Pub & Kitchen

  • Do I need to bring ID with me to get served at the bar?

    If you are fortunate enough to look under 21, we may ask you to prove you are 18 or over. The following forms of ID are accepted at our bars:

    • passport,
    • photo driving licence or
    • government ‘Prove It’ card.
  • Can I bring my own water bottle or food/drink with me?

    Unfortunately for health and safety reasons, metal and hard plastic water bottles are not allowed inside the hall.

    Only food and drink purchased on the premises is allowed on the grounds, unless required for medical purposes or for feeding infants or young children.

    FAMILIES AND CHILDREN

  • Do I need to book a ticket for my child?

    Children under the age of two, for most performances, are free and do not require a ticket but must sit on the lap of their parent or guardian. All older children need a ticket to attend.

    This may change depending on the type of performance and at the discretion of the promoter. Please check individual show pages or check with box office for up to date information.

    Parents or guardians may be asked to remove noisy or disruptive children.

  • Do you offer booster seats for children?

    The hall has a limited number of booster seats available on a first come first served basis. Please speak to a member of our front of house team inside the hall when you arrive.

  • Can I take a buggy/pushchair into the auditorium?

    We are sorry we do not allow buggies into the auditorium and if possible please try not to bring these with you.

  • What baby changing and or breastfeeding facilities are available?

    Baby changing facilities are available in the ladies toilets on the ground floor of the venue (Victoria Suite side).

    We are a breastfeeding friendly venue and you are welcome to feed throughout the building, however if you would prefer a quiet or private place to feed your child please speak to one of our front of house team.

    ENVIRONMENT

  • What is De Montfort Hall doing to be greener?

    De Montfort Hall is committed in all areas of our work to operate as sustainably as we possibly can. We have already made changes to improve our environmental footprint and are always looking at ways we can improve further. This includes:

    • Providing and encouraging the use of water fountains backstage to reduce plastic waste.
    • Changing to LED lighting in the auditorium and continuing to update lighting in other areas of our venue – foyers, bars, backstage etc.
    • Operating a paperless invoicing system and recycling all paper and waste – paperless office, less printed material ordered to promoter performances, all bottles (glass and plastic) recycled.
    • Purchasing recycled products/materials where possible.
    • Updating ticket purchases to include e-tickets to reduce the amount of ticket stock ordered, printed and posted.
    • Using fairtrade and ethically sourced coffee/tea in our bars and kiosks.
    • Withdrawing plastic straws and stirrers from our bars.
    • Encouraging all staff to join the Leicester City Council cycle to work scheme.

    As part of Leicester City Council, we work within its Environmental Policy which can be found on the council website.


 
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