@sohoplace — Attraction in London

Saw a great performance of Medea. The cast were excellent. The theatre itself too, is state of the art. A great stage and some unexpected special effects and surprises. My only criticism would be that we were in the balcony and if someone leans forward onto the balcony, which an annoying woman was, it restricts the view for others. My two stars are for the performance and cast – 10 out of 10.

Unfortunately, the company (Nimax) who runs the theatre has no idea of how to treat customers: At the booking stage, the tone of emails from the deputy box office manager were patronising and argumentative. I asked some basic questions about tickets, and often the response was ‘as mentioned at the booking stage’ or ‘as mentioned previously’. I don’t think anyone should be speaking to customers in this condescending way. Even if we ask the same questions, you should be polite and respectful. Attitude of bar staff in main bar: I asked for a particular cocktail and the barman seemed to be taking a long time to make it even though the bar was not busy. Eventually, when I managed to speak to him again, he said he was ‘waiting for the eggs’ – apparently my cocktail had eggs in it. So I told him I’d changed my mind, and would have something else. He ignored my response twice and went to continue with the cocktail, saying “I’ve started it now”. He was very rude saying: “if it is a cocktail that you normally have, didn’t you know it had eggs in it”. I’m quite shocked that they think it is appropriate to speak to customers in this way. It was only when I asked to speak to the manager that he then gave me the drink that I’d changed to. I never actually spoke to the bar manager, but he seemed to be walking around like a celebrity with a Cheshire cat grin, and no interest in managing his staff or making sure that customers had a good experience. Staff at the door were also poorly trained. I was greeted when I arrived with a “how can I help you”, which is great. But when I replied: “I’m collecting tickets”, he asked “would you like to wait inside or outside”. When I repeated myself with a confused expression, he then gave me an aggressive look. Overall, all of the staff I encountered were impolite and had a superior attitude. They seem to have no understanding of how to treat customers with humility. Going to the theatre is not just about the performance, it is about the overall experience and there seems to be a real training problem here that I’ve never experienced at any other theatre in London.

I hope they take this feedback on board to improve the attitude and approach that staff take, as it really ruined my first experience at...

Theatre: Great stage! 👏I really enjoy the in-the-round performances 🎭💕 also it is easier to choose a seat - good visibility from any side. We were at the 1st balcony in the 1st row and it was wonderful. I reckon in this theatre I would be able to see well from pretty much anywhere, apart from the balcony at the very top. Entering the balconies and getting to your seats is awkward, seems that not all the doors/isles are in use (or not yet). Cannot say that seats and space around are comfortable or generous, I was fine but my husband was not comfortable. The good thing was that we noticed the confirmation email advice to put any bags over A4 into the cloakroom🙏 Leaving the theatre took an uncomfortably long time - everyone had to go through the main stairs and the main doors. Perhaps later some other doors will be used 🤔 presume new theatres are built taking in account the best and most efficient of the traditional theatre buildings? Food and drink unfortunately I didn't like at all. Very basic super minimal "traditional" choice of spirits/wine, fizzy drinks, gummy bears and Haagen Dazs. Was hoping that a new theatre would have something a bit different, perhaps a bit healthier 🤷🏼‍♀️🤣 iced tea, kombucha, cheese and chorizo bites, dry fruit 🤣 not sure what I expected 😂perhaps a different brand of ice-cream, or at least a different flavour to vanilla, strawberry and chocolate. Actually, not a bad thing when nothing in the bar appeals 🤣 There is a restaurant and a bar downstairs, which I didn't get a chance to try. The menu looks good. I was to get a cocktail in the bar but did not want to queue as you are not allowed to take drinks from the downstairs bar into the theatre anyway. Basically, it is best to come in, have your food and drink, then go upstairs to the theatre. Play - not writing anything apart from...

My comments here relate to the building, not to the theatrical performance that took place in it. The old Astoria Theatre that stood here and the arrival of Crossrail necessitating its replacement was inevitable. New theatres, particularly in London's West End, are very rarely built. So, finding an architect with that experience is no doubt difficult. I bought a ticket for Kyoto in the Second Balcony front row at the 'far end' - A90. Entry was by way of Entry Door C. Getting to my seat necessitated passing the mostly already occupied seats to achieve end-of-row seat 90. There is no door entry-exit in that top corner. Why? There is no warning of this in the online seat plan during purchase. So, when an interval is longer than an hour, and you are 'of an age' to require a toilt break - and have bought an end-of-row seat deliberately with the in mind - to be walked out (no return therefore permitted) as if 'you are a problem' is somewhat demeaning. Forethought would have prevented this. Also some notice of the performance time of both halves exceeding the hour mark - in the programme bought even. Once outside the performance, waiting for the interval to arrive, are screens 'showing the performance'. These are clearly for staff to simply monitor the performance, as they are poor quality b&w, with pretty much inaudible sound. I was wearing my hearing aids, but another attendee agreed. The Theatre Royal Drury Lane has a better solution and is a much older theatre. I urge @sohoplace to warn bookers of the Upper Balcony (and layers below?) to warn people of age about this access restriction and to upgrade the outside...