We have a ticketing policy for the cancellations and postponed shows for guests that have tickets during COVID-19, and looking to write another one based on wearing masks. If we require guests to wear masks when we have an event and they have purchased tickets, does anyone have a policy on what to do with their tickets if they don't want to comply. If there has been many mention with the guest of the policy just wondering what other venues would do if the guest still came without a mask and wouldn't wear one if we offered them one.
If they had been adequately informed of the policy and that they risk being denied entry then I wouldn't think that you would let them in. We've had changes in policy that have included bag checks and increased security, and also artists that require yondr pouches for electronic devices. Patrons were all informed about the changes and the need to comply. Public health is not an opinion. That being stated I'd offer exchanges and credits and all the understanding in the world. Personally I'd approve a refund after a phone discussion as I think that you'd lose more people have them attend a theatre without a mask.
I agree with this! Thank you for your insight into this, as it is difficult to navigate the reactions of guests during this time. We will do the best for our guests, but not at the risk of others with health being of concern. We may have to come up with another way to track on account money for this situation as well.