FAQs
CHANGES FROM SEPTEMBER 2021
Socially distanced seating: As of 1 September, we are reducing the gaps between booking groups to one seat at either side of each group - there will no longer be a gap in front or behind. Our systems will automatically apply this and only show you the available distanced seats when you come to book.
Other safety measures: Whilst no longer mandatory, for the safety and comfort of everyone we politely ask all those aged over 11 to wear a mask whilst inside the cinema. Sanitiser stations will still be freely available around the venue and our one-way systems will remain in place. The auditorium and all touch points will be thoroughly cleaned in line with current COVID-19 guidance after every screening.
NHS Test and Trace: Whilst it will no longer be a legal requirement to check-in on arrival at the cinema, we will continue to display the QR code posters and encourage all customers to check-in via the app or by providing contact details to our staff.
COVID FAQS
BOOKING
Can I make my booking in the normal way?
Due to social distancing measures, we ask
all customers to buy their tickets in advance so that we can ensure
the seating is properly spaced – you will not be able to buy tickets
for that day’s screening or future screenings at the cinema.
Social distancing between seats is now reduced to a one-seat gap either side of each booking group and this will automatically be allocated by our ticketing system - you will only be able to book seats that are distanced from others in this way.
Can I buy tickets on the door?
Unfortunately not. We ask all customers to buy
their tickets in advance (either from our website or in person at the Town
Hall) so that we can ensure the seating is properly spaced – you will not be
able to buy tickets for that day’s screening or future screenings at the
cinema.
What if I display symptoms before my visit?
If, in the run-up to your booked screening, you or
anyone in your household develop any of the symptoms of COVID-19 (high
temperature, new or continuous cough or a loss of or change to sense of taste
and/or smell), we ask that you do NOT come to the cinema, but instead contact
us at [email protected] to organise a refund for your
tickets. If possible, please let us know within 6 hours of the scheduled film
start time.
Is Royston Picture Palace supporting NHS Test &
Trace?
If you or someone in your booking group develops COVID-19
symptoms after a trip to the cinema, please follow the government guidelines on
self-isolating and testing, and please let us know by
emailing [email protected] with the details of your
cinema visit.
ARRIVAL AT THE CINEMA
How will my visit to Royston Picture Palace be
different?
The cinema doors will, as usual, be open 30 minutes
before each screening. We ask all customers to allow a little extra time than
they usually might, to allow for additional health and safety measures.
We’ll be asking you to enter the foyer in the usual
way and join the queue inside towards the main stairwell. Where possible, please try to remain 2m apart from other booking
groups in the queue.
Instead of showing your ticket on arrival, we will ask for the booking name and check you off on our list.
All refreshments will be available, and we politely ask you to wear your mask when
not eating or drinking.
The main toilets in the foyer are currently closed,
but the disabled toilet behind our coffee machine will be available for
everyone to use, as will the toilets accessed through the auditorium.
Will you be asking to see vaccination passports?
At this time, in line with Government and industry guidance, customers will not be required to show proof of vaccination on arrival at the cinema.
ACCESS REQUIREMENTS
What if I have requirements that make it hard for
me to queue?
If for any reason you are unable to queue, please
let a member of staff know and we will assist you.
The front row of our auditorium seating is
accessible for those with mobility requirements, and we ask that if possible
when making your booking, you leave these seats free for others who may need
them. These seats will be available with appropriate social distancing measures
in place.
FACE MASKS
Do I have to wear a mask?
Whilst no longer mandatory, for the comfort and safety of others, we ask customers to wear
masks at all times during their visit to the cinema –
including during the film (when not eating or drinking).
In line with Government advice, children under the
age of 11 will not be required to wear face masks.
We know masks can be uncomfortable, but we have
made this decision with the safety of all of our customers, staff and
volunteers in mind, and really appreciate your co-operation in this matter.
What if I am exempt from wearing a mask?
If you are exempt from wearing a mask, please let a
member of staff know when you arrive.
What if I forget my face mask?
We will have a limited stock of disposable masks
available should you forget yours. Please take these
home with you for disposal at the end of the screening.
What if I don’t want to wear a face mask?
We have made our decisions regarding the wearing of
masks with everybody’s safety in mind, and we ask everyone to respect that
decision. If you feel very strongly against wearing a mask, please wait until
our rules have been revised before planning your trip to the cinema.
All of our safety rules and guidelines will be
monitored and reviewed to encourage people back to the cinema safely and
fairly.
STAFF TRAINING
Will Royston Picture Palace staff and volunteers be
wearing PPE?
For everyone’s protection, all of our staff and
volunteers will be wearing a face masks and will be
regularly sanitising and washing their hands.
What training have Royston Picture Palace staff
undertaken?
Every member of staff and all volunteers will have
participated in our venue Training Afternoon where we will have taken them
through all of our new health and safety processes and procedures. They will
also each have taken and passed an online training module set up by the UK
Cinema Association (UKCA) – Coronavirus basic awareness for Cinemas and
will be fully up-to-date on Government guidelines in response to the COVID-19
outbreak.
All of our team members will be adhering to social
distancing rules, will have their temperature taken on arrival at each shift,
and will be working in “shift bubbles” where possible to reduce interactions
between multiple households.
SOCIAL DISTANCING
How will social distancing be implemented at the
cinema?
Whilst social distancing is no longer mandatory, we have taken the decision to implement a gradual return to full capacity seating at Royston Picture Palace. As of September 2021, a one-seat space will automatically be allocated to either side of every booking group.
As well as our revised seating plan, when in and
around the cinema (visiting the toilets for example) we ask that you keep 2m
away from other customers who are not in your household group. Please ask a member of staff if you are
unclear about anything.
REFRESHMENTS
Will I be able to buy refreshments?
Refreshments will be available at screenings but
should only be consumed once seated in the auditorium. We ask that masks be
worn when not eating or drinking during the film.
Please pay using contactless cards where possible.
For the protection of others, we ask that you do
not bring your own refreshments into the cinema.
DURING THE FILM
What will be happening with air flow in the
auditorium?
The Air Conditioning unit in the building has
undergone a thorough service and is safe for use. It will be turned up to a
higher-than-usual setting in order to maximise airflow around the auditorium.
What if I feel unwell during a screening?
If you start to cough repeatedly during a
screening, or develop a high temperature, we ask that you and your guests leave
the auditorium immediately for the health, safety and comfort of all other
customers and our staff/volunteers. If the symptoms are in-line with COVID-19
symptoms, you and your household are then advised to get tested as soon as
possible and follow the current Government advice regarding self-isolation.
If you feel unwell in any other way, please leave
your seat and alert a member of staff.
What if I need the toilet during the screening?
Public Health England has advised that people
passing in relatively close proximity for a very short period of time (i.e.
passing other guests in a row of seats to go to the toilet) poses minimal risk
of spreading COVID-19.
We’ve done our best to minimise the chances of
this, but our seating plan does mean that there may be instances where you need
to pass or be passed by other cinema-goers to leave your seats. If you feel
uncomfortable with this, then we suggest booking 4 seats together in a section
close to the aisle, or waiting until social distancing rules have been further
relaxed before planning a visit to the cinema.
AT THE END OF THE FILM
What happens after the screening?
When the screening finishes, we ask you to remain seated until the lights come
up at the end of the credits. We’ll then ask you to exit row by row – please do
not leave until the row in front of you has cleared. We appreciate this will
take a little longer than usual so please allow for this when working out
arrangements for your visit (babysitters/taxis etc).
You will then be directed to exit the auditorium
via the ground floor fire exit. A staff member will be on hand to assist.
What if I develop symptoms after my screening?
If you (or anyone in your household) develop
COVID-19 symptoms (high temperature, new or continuous cough or a change to or
loss of sense of taste and/or smell), within 14 days of your visit, please
follow Government guidelines around testing and isolation, and contact us as
soon as possible. We will then begin the process around Test and Trace
procedures.
Similarly, if we hear that any other customer has
developed symptoms since their visit, we will use the details provided at
booking to contact you or the person who booked your tickets and advise on next
steps.
GENERAL FAQs
Seating choice
If you are coming to the cinema with small children, the front row of
the balcony has restricted viewing for them (due to the height of the balcony
rail). It is fine for taller children and adults.
Please note that row A is the front row in the first floor auditorium. Row AA is the front row of the balcony seating.
Is the cinema wheelchair accessible?
Yes. Royston Picture Palace has what we hope is a good provision for the
less mobile. The front entrance is ramped with handrails either side; there is
an accessible toilet on the ground floor; we have a lift between the
ground and first floors and there is provision within our seating plan for up
to three wheelchair users with carers.
Do you have a booking procedure for customers with accessibility requirements?
Yes. The layout of the cinema means that it is necessary for us to
change the layout of the seating to give access to wheelchair users. Therefore
we ask that wheelchair users
contact [email protected] so that we can book your
seating for you.
Please indicate which film you wish to attend and whether you wish to
bring a carer (who will be offered a complimentary seat in the vicinity of your
wheelchair space). You will then be contacted to confirm your booking. Payment
will be taken at the Box Office on the night.
The CEA card
The CEA Card is a national concessionary card developed by the UK Cinema
Association for UK cinemas in order to allow people with disabilities to obtain
one free ticket for a person accompanying them to the cinema. Click here to obtain your card.
Is Royston Picture Palace available for private hire?
Unfortunately, not at this time.
How can I find out more about cinema classifications?
Click here to find out
more about the film classifications and an explanation of what they mean.
How much are tickets?
We offer four ticket types: Adult, 65+, 19-30 and 18 & under. To
view prices, click on the ‘Buy Tickets’ button for the film that interests you.
Please note we operate a no refunds or exchange policy unless related to
symptoms of COVID-19.
Why do you now have a booking fee?
As a charitable not-for-profit organisation, we have to ensure that we
cover costs in running two well-respected community cinemas. In this regard,
Saffron Screen has always charged a booking fee for purchasing tickets online,
in order to cover some of the costs of running a ticket system which enables
online booking for our customers. Having taken over the operation of Royston
Picture Palace in December 2019, we have reviewed both the ticket prices and
booking fees. Whilst we have decided not to increase the cost of the tickets
(apart from a very small increase in the Adult Evening price to simplify cash
handling), we have introduced an online booking fee of 60p per ticket (capped
at £2.40 per transaction). There will continue to be no booking fees for ticket
purchases at the Town Hall. We hope you will understand the need for this
charge (it costs around £7,000 per year to run the ticket system for one
cinema) to ensure we can continue to run Royston Picture Palace and improve the
range of films and events for our customers.
Can I volunteer to help out?
Yes! Royston Picture Palace is supported by a dedicated team of
volunteers who voluntarily give up their time to run our community cinema. If
the performance isn’t full, they are able to watch the performance for free.
Duties include anything from assisting with ticket sales, helping the
audience with any queries, selling refreshments, and assisting with the
implementation of health, safety and fire regulations. We also have a limited
number of paid Duty Manager roles.
All volunteers are given full training to enable them to complete all
tasks assigned to them.
If you would like to join the team of volunteers or apply for a Duty
Manager role, please email [email protected]