Are your venues open?
Many of our venues re-opened from 4 July. Please visit our individual venue web pages to see which venues are open. You will also see when a venue is due to re-open, if it isn't already.
What new measures will I see during my visit to your venues?
To help keep everyone safe, we’ve made some changes at our venues. We have introduced a number of measures in line with government guidelines to manage our visitor numbers and ensure we maintain social distancing to protect you, our staff and volunteers.
What are you doing to help reduce the spread of COVID-19?
- Giving you a warm welcome at a safe distance
- Introducing advanced booking to reduce queues
- Using signage to help you maintain social distance
- Asking for cashless payment wherever possible
- Providing hand sanitiser for you to use
- Taking away high-contact exhibits and displays
Are you compliant with government guidance for museums?
In line with the National Museums Directors’ Council (NMDC) Good Practice Guidelines on Opening Museums After July 4th we can confirm that we have complied with the government’s guidance on managing the risk of COVID-19. This guidance sets out five steps to safer working together, which are:
- We have carried out a COVID-19 risk assessment and shared the results with the people who work here
- We have cleaning, handwashing and hygiene procedures in line with guidance
- We have taken all reasonable steps to help people work from home
- We have taken all reasonable steps to maintain a 2m distance in the workplace
- Where people cannot be 2m apart, we have done everything practical to manage transmission risk
Are your risk assessments available to look at?
Yes, risk assessments for individual venues are available on the venue web page.
How do I know if the venue I want to visit will be open?
You can check the web page of the venue you wish to visit to see opening days and times.
Do I need to book to visit?
We have introduced advanced booking to many of our free and charged museum venues to help us manage our visitor numbers. Please book a visiting time or day for each member of your party, including children. If you do not have a pre-booked visiting time, we will do our best to accommodate you but cannot guarantee you will be able to visit or you may have to wait before entering the venue.
Do I need to pay to visit?
Some of our venues have admission charges, these are clearly visible on the website and tickets can be booked online. Booking a timed visit is free at all venues.
Are your arts centres open?
Our three arts centres are open for pre-booked classes and workshops. Live performances are currently not allowed in line with government guidance. Please visit our arts centre websites for future opening times and further information:
If I have already booked a ticket for a museum, do I still need to book a visiting time or day?
Yes, this can be done at the same time as booking your ticket or if you already have a Pay Once Visit All Year ticket you should still book a time or day to visit. You do not need to pay again.
What if I don’t book a visit. Can I just turn up?
If you do not have a pre-booked visiting time, we will do our best to accommodate you, but cannot guarantee you will be able to visit.
How will I know my visiting time or day is booked?
We'll send you a booking confirmation by email. Please make sure you fill in your correct email address when you book to ensure you receive your confirmation email. You will need this for entry to the venue.
Will you keep my data for track and trace?
In line with government guidance, we will collect your personal data (name, address and contact number) to use for track and trace purposes in the event of a reported case of coronavirus. This data will be retained for 21 days in accordance with government requirements. Your data will not be shared with any additional third parties.
I haven't got a ticket, just a confirmation email, what should I do?
For our free venues, your booking confirmation email is your ticket. Please either print a copy to bring with you or have it ready to show on a mobile device when you arrive.
For our venues with an admission charge, you will need your ticket and a visiting time. This will be in the form of a confirmation email or physical ticket depending on where you originally purchased it.
Are there any venues where booking in advance is essential?
Our three arts centres are only available for pre-booked classes.
I already have a ticket which lasts for a year but haven't been able to use it because of lockdown. Will you be extending the duration of my ticket?
Your existing ticket to one of our pay once visit all year venues (Aldershot Military Museum, Basing House and Milestones Museum) will be extended to account for the time our venues have been closed. Tickets purchased before 18 March 2020 will now be extended for use until 30 June 2021. Please show your ticket to one of our venue team on arrival and they will extend the duration of your ticket.
Do I need to print out my ticket or visiting time or day booking?
Please either print a copy to bring with you or have it ready to show on a mobile device when you arrive.
How long can I stay?
The visiting time is for your arrival time only. The length of time you can stay will depend on the opening times of the venue you're visiting and their session time length. Session times vary depending on the venue. Please check individual venue pages for this information.
What if I have booked and then have symptoms of COVID-19?
Please do not visit us if you or any members of your household are showing symptoms of COVID-19 or if you have been in contact with anyone who has it. You can re-book or cancel your booking by logging in to your account. If you do not have an account, please email firstname.lastname@example.org.
Have you withdrawn any exhibits?
We have reviewed exhibits, interactives and spaces which may pose a risk of spreading COVID-19 and removed interactives where appropriate. Please check individual venue pages for more information.
Can I book parking?
You do not need to pre-book for our car parks where we have them. However, please be mindful of other visitors, watch out for signage and adhere to social distancing where possible.
Please see the venue pages on our website for information on getting to our venues.
Do visitors have to wear face coverings?
Government guidance requires people to wear face coverings in enclosed spaces. To keep everyone safe, we therefore ask you to wear face coverings in our venues. In line with government guidance, our staff and volunteers are required to wear face coverings in certain areas or circumstances. In particular, staff or volunteers working in catering areas or cleaning, or working front of house and not behind a perspex screen, are required to wear face coverings. This is for their protection and the protection of our visitors.
Are your toilets be open?
Toilet facilities are open and available where possible at our venues. However, with regular cleaning regimes you may have to wait or queue to use these facilities. Please note that Westgate Museum does not have toilet facilities. Please check individual venue details regarding facilities on our website.
Are your shops be open?
Our retail areas are open as normal. Please use cashless payment for any purchases.
What food and drink is available?
This varies depending on the venue. Please check on individual venue pages for this information.
Can we bring our own food?
Many of our venues welcome picnics, especially in outdoor areas. Please check on individual venue pages for this information.
Do you accept cash?
We would rather accept cashless payment but will accept cash if necessary.
What if I have some feedback?
Implementing measures to keep us safe is new to all of us. We are continually reviewing our measures and working practices and appreciate your patience. We welcome any feedback, good or bad. If you have any concerns or questions during your visit, please talk to a member of our team – they will be happy to help you. If you would like to make any comments following your visit, please e-mail: email@example.com.