Frequently Asked Questions
"Are you allowed to open yet?"
The Government has announced that museums and galleries can re-open in week commencing 17 May 2021.
"What guidelines are you following on reopening?"
The Government asked the National Museum Director’s Council to prepare Good Practice Guidelines, which we are complying with. The Government has published guidelines for people who work or volunteer in heritage locations, which we are also complying with.
We are also complying with the Visit England COVID-19 Industry Standard, confirming we have followed government and industry COVID-19 guidelines, ensuring processes are in place to maintain cleanliness and aid social/physical distancing.
"What days are you open?"
The Museum will be open Thursday, Friday and Saturday 10am – 1pm and 1.30 pm to 4pm. Cleaning will take place before we open, during the lunch break and as required throughout the day.
"What is open?"
· three floors of museum galleries
· Accessible toilet with baby-change.
"Why do I need to pre-book a ticket?"
We are limiting the number of visitors to help everyone follow social distancing guidelines.
Pre-booking ensures that visits are spread out throughout the day.
"How do I book a ticket?"
You can book your ticket here. Maximum of two tickets per booking. You will be asked to select a date, arrival time and ticket type. We can accommodate groups of up to six, but these need to be booked via email@example.com
"What will you do with my booking details?"
In line with guidance issued by the government, we will keep your details for 21 days.
We will only share them with NHS Test and Trace, if asked, in the event of a fellow visitor testing positive for coronavirus. After 21 days we will delete/destroy your details. It will not be used for marketing or other purposes.
"Can I book over the phone?"
Yes, those unable to book online can call the Museum on 01380 727369 to book a ticket. Leave a message on our answerphone and we will be in touch. As many staff remain on furlough leave it may be a day or two before we can respond.
"Can I turn up on the day?"
Yes, but we cannot guarantee entry if all the available tickets have been sold. This applies to members and volunteers as well as general visitors.
"I am a Wiltshire Museum (WANHS) or volunteer. Do I still need to book?"
Yes, members and volunteers (unless they have made a prior appointment) will need to pre-book. Please select this category from ticket type and provide your details. Tickets are free.
"Why is it a timed ticket?"
We ask you to select an arrival time so that we can manage visitor numbers in the Museum for everyone’s safety.
"When should I arrive and how long can I stay?"
You can arrive at any time within your 30 minute booked slot but please note the Museum will close at 1.00 (until 1.30pm) for lunch and at 4pm.
"Is there a booking fee?"
There is no booking fee and donations are also welcome.
"Can I book a ticket on the day I want to visit?"
You will need to book your timed tickets by 9am at the latest on the day of entry.
"I don’t have a printer, so can’t print my ticket"
You can show your ticket on your phone. If you booked on the phone we will just need the name of the person who made the booking.
"I haven’t received my confirmation email"
Please check that it hasn’t gone into your junk folder. If you still can’t find it, call us on 01380 727369.
"I booked on the phone, so how do I get in? "
No need to worry because we will have a record of your booking. Please give your name to the member of staff at the entrance.
"Can you post me my booking confirmation? "
No, booking confirmations are sent by email only, but can be resent on request.
"Why can I not book the time I want? "
Entry times are offered on a first-come, first served basis, so your preferred time slot may be fully booked.
"Will I have to queue outside?"
If you are early or come at the same time as other visitors you may need to queue for a short time outside the Museum. To maintain social distancing, we are controlling the flow of visitors into the building.
"What if it’s raining? "
If it is raining you will still be required to wait outside until the entrance is clear. Please come prepared for the weather.
"Why am I being told not to bring a large bag or backpack?"
To reduce risks to people and objects we are not permitting large bags (over 45cm) or backpacks into the Museum for the time being. Please do not bring large bags or backpacks with you when you visit.
"Do Wiltshire Museum members or volunteers get priority booking?"
No. We are extremely grateful for the support members and volunteers give us. However, our booking system does not enable us to distinguish between members and non-members.
"Is the Archive and Library open?" The Archive and Library remains closed to researchers at present. When staff return from furlough and a risk assessment has been carried out we plan to reopen the Archive and Library.
"Can I bring in finds?"
Yes – but please make an appointment in advance to ensure we have staff available and we can accommodate you - firstname.lastname@example.org
"Can I carry out any collections research?"
No. When staff return from furlough and a risk assessment has been carried out we will once again be able to offer this facility.
"I am disabled. Can I bring a helper?"
Yes, you can bring a carer or helper as one of your party of up to six people. Please contact us if there are not tickets available - email@example.com
"How will you enforce social distancing?"
The safety of our visitors, staff and volunteers is our top priority. We have introduced the following measures to help with social distancing;
· We have limited our capacity and anyone wishing to visit must pre-book.
· Timed tickets ensure that visitor numbers are spread out throughout the day.
· There is a marked one way route in place throughout the building. Please follow the signage.
· Members of staff will also be on hand to direct you.
· Visitors and staff are expected to respect the 2m rule.
"Will there be hand sanitiser on site?"
We have a hand sanitiser station at the entrance to the Museum and also throughout the building. You are welcome to bring your own.
"How are you Cleaning the Museum?"
During our closure period the Museum has been thoroughly cleaned. The Museum is cleaned every day, with extra measures introduced on the days the Museum is open to visitors. Our staff have been instructed on the required hygiene, cleaning and social distancing requirements, and are regularly reminded of their importance.