The Marlowe
Nurse Nellie Saves Panto FAQ

Nurse Nellie Saves Panto FAQ

We're so happy that panto will take place this Christmas! And we know that our loyal panto audiences are just as happy as we are. But we know that many of you will have lots of questions about how it's going to work, so we've gathered answers to some common queries here.

How many tickets can I book?

You can sit in groups of no more than six tickets. The limit is due to the government’s current ‘rule of six’ restrictions, where no group larger than six is allowed to gather together.


What measures do you have in place to make the theatre safe when I visit?

Nurse Nellie Saves Panto will be performed to a socially-distanced audience, meaning that there will be fewer people in the auditorium than normal to ensure the appropriate distancing between different groups of audience members. We’re requesting that customers leave their belongings at home, wherever possible. The Marlowe team will also be complying with all of the latest government guidance and the highest industry standards to ensure that the theatre is COVID-secure.

Our measures will include:

• An increased usher to audience ratio, to ensure a safe and enjoyable experience for everyone.

• Maintaining the highest possible cleaning standards within our building, in particular disinfecting contact surfaces and wiping seats between performances.

• Making hand-sanitising gels available on all of our floors.

• We will ask all of our audiences to wear a mask, when moving around our building and when watching the show.

• We encourage you to use the contactless payment systems available at our Box Office and bars.

• We are encouraging our customers to use e-tickets, to avoid queues for ticket collection.


What are you doing to make sure that other customers are complying with your guidelines?

Our ushers will be on hand at all times, so if you have any concerns, please speak to a member of our team. We will be reminding all of our customers about our policies around social distancing and mask-wearing.


Do I need to wear a mask when I am watching the show?

Yes, as part of our measures to ensure we are complying with government guidance, we ask you to wear a mask at all times whilst attending a performance, unless you are eating or drinking whilst seated or are exempt.


Does my child need to wear a mask when watching the show?

Government guidelines indicate that children under the age of 11 are currently not required to wear a mask.


If I have a medical condition that means I cannot wear a mask, I am still able to attend?

Whilst we are expected to ensure that our audiences wear masks, there are exceptions to this that you can see here.


How long before the performance should I arrive at the theatre?

We advise that you arrive no earlier than 45mins before the show start time. We will be encouraging customers to take their seats as soon as possible after their arrival.


Can I buy a drink at the bar in the normal way before the show?

There will be an opportunity to buy drinks, but we ask that only one member of your party goes to the bar whilst the rest of the group waits in the auditorium in their seats. In line with government guidance, customers must be seated when consuming drinks so we recommend that you take a seat in the Green Room or go directly to your seat in the auditorium.


Can we buy lap seats?

Lap seats are available as normal when you book. However, the party size cannot exceed six, including any babes in arms. Children and babies should not sit on laps directly behind another audience member.


If I get ill with Covid before I see the show, or if where I live is in lockdown, will I get a refund?

Our normal exchange and refund policy applies. We are not able to offer refunds but, subject to availability, we can exchange your tickets for a later date in the run. We can also offer your seats for re-sale, although this is not guaranteed.

When booking your tickets you will be offered the chance to buy ticket protection, at a cost of £1.75 per ticket.

Our ticket protection (provided by Secure My Booking) allows you to recoup 100% of the paid ticket price (including service and admin fees) if you are unable to make it to your event for any number of covered reasons, including illness (Including COVID-19), travel delay, adverse weather conditions and more. For more information, click here .


What happens if a show is cancelled?

If a show is cancelled, you will receive a full credit note or refund for the value of your tickets.


What if I normally visit in a large group?

Our group bookers are very important to us. However, due to current government regulations, we are unable to seat more than six customers in a group.


I had tickets to Jack And The Beanstalk, but that has been postponed to next year. Can I swap my tickets for Nurse Nellie?

While it will include plenty of Marlowe pantomime magic, Nurse Nellie Saves Panto will be a little different to our normal shows, so we’ve not made any assumptions to transfer bookings automatically from Jack And The Beanstalk.

We know that many people wanted to keep their seats and early-bird discounts for Jack, so we wanted to make sure tickets booked for that were still protected.

We were incredibly grateful to the many people who agreed to transfer their bookings for Jack And The Beanstalk to next year – it continues to be such a huge help to us at this difficult time. So ideally, we’d love for customers to book for both shows, but we totally understand that everyone’s circumstances are different. If you’d like to explore the options for transferring, our box office team will be more than happy to help.


Will the green room be open for pre-show meals before going to see the show?

The Green Room will not be offering meals at the current time.


Will there be any audience participation? Will we be allowed to shout out?

We are going to do whatever we can to keep the traditions of pantomime alive, but we will be basing this on the latest government guidance at the time of the performance.