Crown Melbourne’s priority remains keeping our guests, our employees and the community safe. Crown Melbourne has worked closely with government and health authorities to reopen The Palms in compliance with all government mandates including physical distancing requirements, mask wearing, hygiene measures and an updated check-in process.
Please review this page and do not attend the performance if you are experiencing any COVID-19 symptoms.
For further details on the Crown Melbourne COVIDSafe Plan please click here
Q1: What is a COVIDSafe Plan and why does The Palms need one?
It is mandatory for every Victorian business to have a COVIDSafe Plan. Crown Melbourne and The Palms COVIDSafe Plan
outlines the COVID-19 safety precautions we have in place throughout Crown and The Palms. This will ensure the safety of everyone who visits us, including our community, guests, performers and our employees.
Q2: What health and safety precautions are in place when I visit?
At Crown Melbourne our priority remains keeping our guests, our employees and the community safe. Crown Melbourne has worked closely with government and health authorities to reopen The Palms in compliance with all government mandates including physical distancing requirements, hygiene measures and an updated check-in process.
Contactless entry via scanning of tickets will be utilised.
Physical distancing and signage
All seating is allocated and masks are required to be worn when seated in The Palms. Signage will help you maintain physical distancing in high traffic areas like foyers, bars and other areas where queues may form.
Inside and outside the venue shall be cleaned and sanitised between shows with a focus on high touch surfaces. Alcohol wipes will be made available to patrons inside The Palms in order for them to further sanitise their own space if they choose to.
The use of hand sanitiser is available for patrons in both in the foyer areas as well as at all venue doors, and upon entry to all venues, events and activity spaces. Handwash will be regularly restocked in all bathrooms.
Contactless payments are preferred at bars and merchandise outlets. If staff handle cash, they shall sanitise their hands after handling the cash.
As directed by the Victorian Government through the Department of Health and Human Services, the wearing of face masks is compulsory while indoors, unless eating or drinking. Further, Crown Management has determined that there are no exemptions to this requirement. Masks will be available for employees and patrons at identified locations including Crown Rewards Desks, Casino Entrances and at Table Games (when operating).
Upon arrival at The Palms in addition to showing your ticket, you will need to sign in to the theatre using a QR code, have your temperature checked and use hand sanitiser in both foyer areas and as well as at all venue doors.
Q3: Will there be any conditions of entry when I attend The Palms?
In line with our standard conditions of entry, we have implemented additional measures to ensure your health and safety.
If you have the following symptoms, however mild, you must not enter Crown or The Palms: fever, chills or sweats, cough, sore throat, shortness of breath, runny nose, and loss of sense of smell or taste. Please get tested and quarantine at home until you receive your test results.
On arrival you will also be required to:
- sign in to the theatre using a QR code
- use hand sanitiser in both foyer areas and as well as at all venue doors
Please ensure once inside you go directly to your allocated seat. Masks must be worn when seated in The Palms (unless eating or drinking).
By entering our site, you agree to abide by the new health and safety measures outlined in the Crown Melbourne and The Palms COVIDSafe Plan.
This can include, but is not limited to measures that may include: mask compliance, physical distancing, sanitisation and restricted public access. Failure to comply with these measures may result in you being asked to leave our venue.
Crown Melbourne retains the right to refuse entry to any person who refuses to adhere to health and safety measures.
Q4: What time does The Palms open before a show performance time?
The Palms will open 45 minutes before the show performance time printed on your ticket.
Q5: What should I do if I feel unwell before I visit?
We ask that you and each member of your booking party consider your health status before attending The Palms. For further information please contact Ticketmaster Customer Service.
If you have the following symptoms, however mild, you must not enter Crown or The Palms: fever, chills or sweats, cough, sore throat, shortness of breath, runny nose, and loss of sense of smell or taste.
Please contact your doctor or the Department of Health and Human Services (DHHS) coronavirus (COVID-19) hotline on 1800 675 398 for advice on testing. Get tested and quarantine at home until you receive your test results.
Q6: What should I do if I start to feel unwell at The Palms?
If you start to feel unwell while visiting The Palms, you should advise a member of our team for assistance.
Q7: What should I do if I have been to a travel hotspot?
Please keep up to date on the latest travel advice by the Victorian Government
before attending a performance at The Palms. For further information please contact Ticketmaster Customer Service.
Q8: How do I buy tickets to a show at The Palms?
Our website and Ticketmaster is the quickest and easiest way to secure tickets and will provide access to available tickets for all performances.
Q9: Are there any conditions to my ticket purchase?
When you purchase your tickets to a performance at The Palms, our Terms & Conditions of Purchase will include accepting compliance with what is expected of you under this plan. Restrictions and specific requirements in response to COVID-19 may change between the time you secure tickets and the time you attend. Current information is also always available on our website. For further information please click here
Q10: I have a ticket to an upcoming show, how will I know if it is going ahead?
All ticket holders will be contacted directly and notified if there are any changes to their upcoming shows.
Q11: Do I get a refund for a cancelled performance?
Yes. Tickets for performances purchased through an authorised outlet will be fully refunded, including fees. For more information, visit Ticketmaster Customer Service.
Q12: Can I get a refund if I am unwell or someone I have been in contact with displays symptoms?
The Palms, in conjunction with its ticketing provider Ticketmaster, have implemented the following policies to ensure patron satisfaction and understanding of the ticket purchase policy and eligibility for exchanges or refunds during the COVID-19 pandemic.
Ticket holders are asked to contact the Ticketmaster Customer Service
no later than 10am on the day of the performance and we will work with you to exchange your tickets for a future performance (subject to availability).
Please note the terms and conditions for exchange or refunds may differ from show to show. If we are unable to facilitate an exchange to another performance, a refund may be offered. Please be aware:
- Ticket holders may be required to submit the request for an exchange or refund in writing to the venue prior to the performance date
- Ticket holders may be required to supply supporting medical documentation where a refund is requested
- Ticket holders are not entitled to an exchange or refund for simply a “change of mind”
- Ticket holders are not entitled to an exchange or refund if a patron (or a member of your group) is unwell with symptomsunrelated to COVID-19
- Patrons who have purchased tickets from third party provider and are not the original ticket account holder are not entitled to any exchange or refund
- Patrons who miss a performance and make contact with the venue or ticketing provider after that performance date may not be entitled to an exchange or refund without supporting documentation