Booking information

BOOKING

Booking is quick and easy on our website. If you have any problems Box Office will be available to help Monday to Saturday on email booking@theatreroyal.org . If you have booked with us before, you will already have an account with us. To book online you will need to log into your account using the email address we hold for you and the password that you created. If you have forgotten your password you can create a new one during the booking process.

THEATRE TOKENS

To book using Theatre Tokens please email booking@theatreroyal.org or call us on 01284 769505 and we will organise your booking for you.  Unfortunately Theatre Tokens cannot be redeemed online.

SOCIAL DISTANCING

We want your return to the theatre to be as enjoyable as possible so even once Covid restrictions are lifted we will offer the gallery as socially distanced seating for performances this year (excluding pantomime). Seats in this area can be booked via the Box Office booking@theatreroyal.org.  Customers booking seats in this area will also have a dedicated entrance so they can arrive and go straight to their seats.  Please wear a mask in this area.

For customers with access or mobility requirements who cannot access the gallery we will also have a wheelchair accessible box in the Dress Circle where social distancing will also be maintained.  This can also be booked via the Box Office booking@theatreroyal.org

MASKS/FACE COVERINGS

Our customer facing staff will continue to wear masks.

Customers are encouraged to wear masks in the socially distanced areas and when moving around the building but this is optional and will not be enforced.

Customers will not be required to wear a mask when they are seated but may do so if they wish.

BAR SERVICE

Our bar, sponsored by Greene King, will be open for pre-show drinks 45 minutes before a performance and for interval drinks.  A wonderful team of green-fingered volunteers have worked wonders in our garden so drinks can be enjoyed al fresco or within the Greene Room Bar.

Our at-seat bar service proved very popular so we have decided to continue to offer this service via our Bar App in the Dress Circle and Upper Circle boxes for interval drinks only for performances this year (excluding pantomime). The Bar App will close for orders when the performance starts.

BOX OFFICE

Our Box Office team is a little smaller than it was as we financially recover from many months of closure so please bear with us.

Our team will return to the theatre from Monday 19 July and will be available Monday to Saturday 10am to 6pm but will be closed for lunch between 1.30pm and 2pm.  You can call us on 01284 769505 from Monday 19 July.

On Saturdays it may sometimes be necessary for our Box Office team to work at home if the theatre isn’t open for performances or workshops.  On these occasions they will still be available 10am to 6pm on email booking@theatreroyal.org and can call you if needed.

E-TICKETS

When you book tickets you will receive two emails from us.  The first will be a confirmation of your booking – this is not your ticket.

Your e-tickets will be sent in a separate email soon after.  This will include a barcode which you will need when you arrive for your performance. The e-ticket can be printed and shown when you arrive at the theatre for your booked event or can be shown on an electronic device such as a smartphone or iPad. You can log into your account on our website at any time and view your booking and access your e-ticket.  You can also update your contact details, payment cards and contact preferences.

PRE-PAID CAR PARK

We are continuing with the ability to pre-pay for car parking in the Greene King car park for evening and weekend performances.  We recommend that you book these online when you book your show tickets but pay-on-arrival will also be available. The rear entrance to the theatre will be open again which has easy access from the car park and is well signposted.  Please note, this route does have some steps.  Those will access needs can be dropped off at the front of the theatre prior to parking.

EASY RETURNS FOR PEACE OF MIND

If we’ve learned anything in the last year is that we can’t predict the future so we’ve introduced temporary booking conditions to give you complete peace of mind about booking knowing you can get a refund or credit on your tickets.  

Exchanging & Returning Tickets (Temporary Covid Policy)

We understand that the future is still very uncertain so we want to provide you with as much flexibility and reassurance as we can, whilst ensuring the financial stability of the theatre.

If you, or any of the ticket holders in your party, are unable to attend a performance due to Coronavirus  you will be entitled to request a refund as follows:

  • More than 48 hours before the performance start time you can request a full refund which can be taken in the form of theatre credit (which can be used against any future production at Theatre Royal or as payment for Theatre Royal workshops within 2 years of the date of issue), a refund to the original payment card or donated back to the theatre. Refunds to the original payment method will be subject to a £1.75 handling fee per ticket.
  • Within 48 hours of the performance start time this refund will be issued in the form of credit on your theatre account which can be used against any future production at Theatre Royal or as payment for Theatre Royal workshops within 2 years of the date of issue.

Cancelled or Rescheduled Performances (Temporary Covid Policy)

In the event that a performance is cancelled by us (for whatever reason) but is rescheduled to a new date.  All existing bookings will automatically be transferred to the new date.  All bookers will be contacted by email informing them of the new date and, at that point, they will have the option to accept the new performance date or request a full refund.  This can be taken in the form of theatre credit (which can be used against any future production at Theatre Royal or as payment for Theatre Royal workshops within 2 years of the date of issue), a refund to the original payment card or donated back to the theatre.

In the event that a performance is cancelled by us (for whatever reason) and cannot be rescheduled we will offer all ticket holders a full refund.  This can be taken in the form of theatre credit (which can be used against any future production at Theatre Royal or as payment for Theatre Royal workshops within 2 years of the date of issue),a refund to the original payment card or donated back to the theatre.

Refunds for Cash or Cheque Purchases (Temporary Covid Policy)

Refunds for tickets purchased in person at the Box Office using cash or cheque will be made by Bank Transfer. 

Attending The Theatre During a Pandemic (Temporary Covid Policy)

It is the responsibility of us all to do what we can to limit the spread of viruses.  Please do not attend the theatre if any of the following applies:

  • you have any symptoms of coronavirus
    • a high temperature
    • a new, continuous cough
    • a loss or change to your sense of smell or taste
  • you have tested positive for coronavirus
  • someone you live with or have been in close contact with has symptoms or tested positive
  • you’ve been told you’ve been in contact with someone who tested positive
  • you arrive in the UK from a country with a high coronavirus risk – see GOV.UK: how to self-isolate when you travel to the UK

THEATRE ROYAL CREDIT

Theatre Credit must be used within 2 years from date of issue and can be used against any future production at Theatre Royal or as payment for Theatre Royal workshops. Credit can be redeemed online.  To view or use your credit simply log into your Theatre Royal account on the website www.theatreroyal.org and go to VIEW ACCOUNT and then ACCOUNT CREDIT.  When you are ready to book using your credit, put the tickets that you would like purchase into your basket and at the point of payment you will be given the option to pay or part-pay using your available credit.

RESERVATIONS

For group bookings (10 or more people) we are happy to hold tickets for 7 days while you confirm the arrangements with the rest of the group. After 7 days payment for the booking will be required to secure the tickets.  If more than 14 days passes with no payment and no contact, the tickets will be released and available for resale.

For school booking this reservation period can be extended to allow for parent confirmation and payment to be collated but payment must be made no later than 7 days before the date of the performance.

All reservations must be made through the Box Office.  Reservations cannot be made online.

BOOKING FEES

We do not charge booking or credit card fees but if you would like to add a donation to support our work it would be most appreciated.

STORAGE

We regret to inform that we are unable to look after bags or luggage during performances due to having no secure cloakroom. Therefore, for security reasons we ask audiences to avoid bringing bulky items with them. We do have a rail to the left of the Box Office where you are more than welcome to leave any coats and/or umbrellas, however, please be aware that this is not a secured area and leaving any items here is at your own risk.

EARLY BOOKING

Our ticket prices are subject to change as the theatre fills, so book early to secure your favourite seats at the best possible price.

To ensure the best experience for our audiences and actors on stage, often the Upper Circle and Gallery are not offered for sale until the pit and dress circle are sold. To encourage having the front of the auditorium full and to offer good seats at accessible prices, tickets in the front of the auditorium are often priced at £10.50 each.

RESTRICTED VIEW

Some seats offer a restricted view, when booking there will be an icon over the seats which you can hover over for more information.

LATE ARRIVALS

We will do our best to seat late arrivals safely but it may be necessary to wait until the interval.

CUSTOMERS WITH ACCESS NEEDS

Wheelchair users and customers requiring assistance should contact the Box Office booking@theatreroyal.org and we will help you find the seat most suitable for your needs.

 

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