Absolute disgrace of a venue.
We brought two elderly residents to a show, both of whom clearly struggled to stand and walk. Staff watched them struggle as we walked around. When we went to take our seats, we were then told they couldn’t enter because they were unable to walk up the stairs. We were made to sit and wait while staff “checked if there was anything they could do”, despite the venue’s website stating that there is a lift to other floors. There were at least six empty seats at the front, yet we were refused permission to use them — even though we had spent over £80 on tickets. To make matters worse, we were refused a refund. We were told it was our fault for not booking through the box office to check disabled seating, despite the website giving no clear information that online bookings are unsuitable for disabled or elderly guests. We have since sent numerous emails requesting a refund and have been ignored. It is appalling that this venue is happy to take money from vulnerable people, including those with dementia, and then refuse reasonable adjustments or a refund when access is denied. Completely unacceptable behaviour. We will be escalating this matter further