We were there for the performance at 4:30 p.m. and...

We were there for the performance at 4:30 p.m. and stood on the mat at 4:29 p.m. and were not allowed in anymore ... Very very bad. The woman at the checkout was also not very polite. She only told us that this is also on the menu, but only at the bottom is the expression that you should be there 10 minutes beforehand (which you should and usually are, only we don't have it today due to scheduling reasons managed, but were still there on time) but there is NOTHING about the consequences that you can no longer get in! Very disappointing. Doesn't necessarily make you happy to come again.
It would be nice if you could use the tickets for the same performance at a later time (it can always be a train delay or the like) or at least on the tickets DIRECTLY ADMISSION 16:15 BEGIN 16:30 ... then the whole thing would be more understandable .... after such a disappointing experience we will probably not come back anytime soon ... Too bad!

It would be very nice if you really take this criticism seriously and change something instead of just saying that your employees have these instructions. Then you would certainly get less bad reviews and more satisfied viewers who would like to come back.