Please find below answers to frequently asked questions. Please read these before getting in touch as we have a reduced staff team working so may take some time to reply.
If you cannot find an answer to your question you can email us on firstname.lastname@example.org
In these FAQs:
What can I expect from my visit?
The safety of our visitors, staff and volunteers is our utmost priority. The measures we have put in place to protect everyone will mean your visit will feel a little different than usual.
Firstly, you will need to book your ticket in advance. There may be a small number of tickets available to buy on the day, however to avoid disappointment, please book in advance. You can find more information on booking your ticket in the booking section of these FAQs.
You will be asked to follow a one-way system in the museum, and observe social distancing measures that are in place. Some galleries will have limited numbers so you may need to wait for a short while before you can enter. Staff will be on hand to guide you.
We have received the Visit Britain ‘We’re Good To Go’ consumer mark, the industry standard demonstrating that we have taken account of all the government and public health guidance and put appropriate measures in place.
How are you cleaning the museum?
We have implemented enhanced cleaning in line with government guidance.
Will the toilets be open?
Yes, the toilets are open for museum visitors. They will be checked and cleaned regularly throughout the day.
How will you enforce social distancing?
The safety of our visitors, staff and volunteers is our top priority. We are operating with strict capacity limits and a new booking system to ensure we can enforce social distancing.
When you book your ticket you will be sent information on the social distancing measures we have in place, and a set route of the exhibition to follow. You will be asked to follow this route around the museum. You will also see a map at the entrance to the museum and clear signage throughout the galleries.
When you arrive at the museum you will be asked to wait outside while people in your slot are gradually allowed to enter. Please don’t arrive early for your slot. Once you enter the exhibition we ask that you follow the designated route, following the arrows and signage around the museum, and maintain the required distance between other visitors.
What if I become worried onsite by seeing others not adhering to the rules?
We will have staff within the museum ensuring visitors are observing social distancing measures. If you have a concern please speak to them or to a staff member at the front desk.
Will there be hand sanitiser on site?
Yes, there will be a hand sanitising station at the entrance of the museum. Visitors are also encouraged to bring their own.
Will you be asking visitors to wear face coverings or other PPE?
Visitors must wear face coverings, unless exempt.
Front of house staff may be wearing face shields, and sneeze screens have been installed at the front desk.
Can I bring children to visit?
Yes, children are welcome. Entry to the museum is free for under 18’s, however it is essential that a free ticket is booked for all children. We ask that parents/carers keep their children with them at all times in order to maintain social distancing.
Are staff being tested for Covid-19?
Yes, we have a regime in place for regular staff and volunteer testing.
OUR BOOKING SYSTEM
Do I have to book in advance?
The booking system is in place to allow us to manage numbers so we can maintain social distancing. There may be some walk up availability on the day, but we encourage advanced booking.
How can I book a visit?
Visit the Book Your Ticket page. You will be directed to our ticket provider Art Tickets where you can select your time slot and pay for your ticket. Friends are able to book a free ticket. Please be preapared to show your Friends pass when you arrive at the Museum.
What if I don’t have access to the internet?
For those who are unable to book online you can call us to book on 01273 844744
Will I have to print out my tickets?
No. We will have your booking information and will be expecting you.
How many people are you going to let in each day?
We are limiting ticket bookings to 30% capacity. This will be reviewed in line with government guidance.
What happens if people turn up on the day?
There may be some walk up availability on the day, but if we are at capacity they will politely be turned away. We are encouraging visitors to booking in advance whilst we are working with a heavily reduced capacity.
How long can I stay?
When you book your ticket you will select a 75-minute slot with a 30-minute arrival window. You must arrive within this window; unfortunately, if you arrive after this we cannot guarantee you entry. You must leave by the end of your 75-minute slot. This should give sufficient time to see the whole exhibition at a leisurely pace. Our bookable slots are as follows:
10.30am to 11:45am (arrival window 10.30am – 11am)
11:45am to 1pm (arrival window 11.45am – 12:15pm)
2:15pm to 3.30pm (arrival window 2.15pm – 2.45pm)
3:30pm to 4.45pm (arrival window 3.30pm – 4pm)
I can no longer make my booked slot; can I get a refund?
If you can no longer make your slot, please let us know by 5 pm the day before your ticket is booked for. You can reach us on email@example.com or 01273 844744. Unfortunately, we cannot refund or exchange tickets after this point. Refunds will be made within 7-10 working days.
I am a wheelchair user. Do I need to let you know?
Once you have booked your ticket please contact the museum to arrange access and book an accessible parking space at the back of the museum.
The museum is fully accessible and the accessible toilet is open, however during this unusual time we ask that you inform us of your visit so we can assist you as best as possible.
You can email us on firstname.lastname@example.org or call us on 01273 844744.
Will I need to check-in?
Every visitor over 16 will need to check in using the NHS app, or provide their contact information upon arrival. This helps support contact tracing. Find out more here.
FOOD AND DRINK
Will the cafe be open?
The cafe is currently selling a limited menu of cold drinks, hot drinks, ice cream and brownies
Visitors are encouraged to enjoy the village green outside of the museum, where they are welcome to bring a picnic or enjoy snacks from the museum. We ask that no rubbish is left on the green.
Will the shop be open for museum visitors?
Yes, our shop is open. We ask that the one way system is observed and payments are made using card only. For everyone’s safety, we ask that visitors use clean hands to handle shop items.
Will the shop be open for everyone else?
Our award-winning shop is now open to all, however entry may be restricted during visitor admission slots.
Our online shop is currently open and safely shipping items.
Do I need to book a ticket if I am a Friend?
Yes, this is essential to ensure we do not overcrowd the museum and compromise the safety measures we have put in place. You can book tickets here.
Do I need to show my Friends card when I arrive at the museum?
Yes, our staff will remain at a safe distance on your arrival, and will ask you to hold the card up at arm’s length for them to see.