FAQs

Tickets and Booking

Can my tickets be refunded?
We cannot offer refunds on tickets except in the case of a cancelled performance.

Can I exchange my tickets for another performance?
Tickets can only be exchanged between different performances of the same production, eg. our Christmas pantomime.

Can you post my tickets to me?
At this time we cannot post tickets. Tickets can either be collected at the Box Office before a performance or emailed to you.

Can I change my seats?
Yes you can. Please contact the Box Office on 01305 783225.

Help I’ve lost my tickets, what do I do?
Don't panic, we can reprint your tickets at the Box Office before the performance.

I can't attend the show; can I give my tickets to someone else to use?
You can give your tickets to friends or family should you be unable to attend. If your tickets are being collected at the Box Office, the people using them must give the original name the tickets were booked in.

Who counts as a Concession?
Concession rates apply to Seniors (over 60) and Children (under 16) unless stated otherwise. A Family Ticket includes 2 adults and 2 children.

Can I have a meal at the Pavilion before the show?
The Piano Bar is open for pre-show meals before each theatre performance. Spaces are limited so booking is strongly advised. Please contact the Box Office on 01305 783225 if you'd like to book a table. Only food purchased in the Pavilion may be consumed.

This performance is in the Ocean Room, will there be seating?
The layout for Ocean Room performances varies depending on the event. Some shows will be set out cabaret style with tables and chairs, some may be standing only. Please check the website or with the Box Office if you are unsure.

I'm trying to book online but it won't let me choose a seat?
If you are booking online you can either select 'Choose seats' or 'Best Available'. Choosing 'Best Available' means the booking system will automatically assign you a seat, though its opinion on which are the best seats may be different to yours! Booking via the mobile view on a phone or tablet will not allow you to select a seat yourself. Select the 'Full Site' option at the bottom of the screen to make this option available.

Does the Pavilion have disabled access?
All ground floor areas of the Pavilion have wheelchair and disabled accessibility, including the foyer, cafe, Stalls and Ocean Room. There are 6 wheelchair spaces in the auditorium that are available to book via the Box Office. At this time there is no disabled access to the first floor, including the Piano Bar and Circle, however we hope to have all areas of the building accessible in the future.

During a Performance

What time do doors open?
For the majority of shows, doors to the auditorium will open 30 minutes before the start of the performance. Access to the auditorium can vary due to warm-ups and final preparations being carried out on stage.

Can I have a drink during the performance?
The theatre bars will be open before each performance and during the interval. In order to avoid the disruption of other patrons inside the auditorium, the bars will be closed whilst the show is in progress. Drinks purchased before the show or during the interval may be taken into the auditorium if they are in plastic cups.

Why can’t I take photos or video during the show?
For the majority of performances, unless invited to do so, photography of any kind is forbidden. The appearance of artistes and designs of sets/costumes may be copyrighted and it is therefore against the law to photograph it.

If I'm late, will I be allowed in?
Yes, in most cases. Some shows, such as Orchestras and Ballet, have strict rules on allowing latecomers into the auditorium once the show has started. You may be asked to wait until a suitable break in the performance or until the first interval. In some cases, you may be asked to take alternate seating until it is appropriate for you to move to the seats you booked.

This is my favourite band, can I dance during the show?
Consideration for other audience members around you must always be shown. If you stand up you immediately block the view of the people sat behind you who may not wish, or be able, to stand up as well. If you wish to dance we ask that you move to the far side aisles.

Will the cast of the show wish me happy birthday or do a shout out on stage?
Most of the shows visiting the Pavilion are touring productions and we therefore have no say in the show's content. In some cases it may be possible, though it is up to the producer's discretion. However, if you are attending our Summer or Christmas Pantomimes we actively encourage it!

Facilities

Is the Pavilion a Tourist Information Centre?
As the theatre is no longer Council run, we are not an official Tourist Information Centre. We can supply limited information (bus/train timetables etc) and our Front of House team are happy to help where they can.

Can I pay for drinks or food by card?
Unless you are purchasing tickets, the Pavilion is a cash-only business. We provide a free to use cash machine in the foyer for anyone who needs it.

Do I have to pay for parking?
Both the Forecourt and rear Pavilion Car Parks are Council owned and are therefore Pay and Display. However, parking is free after 6pm - perfect for your evening at the theatre. If you are visiting the Box Office during the day, there are five 20-minute bays for customers at the front of the theatre.

Do you have booster seats?
Booster seats are available inside the auditorium on a first come, first served basis. Please ask an usher if you require one. Alternatively, you are welcome to bring your own booster seat with you.

How many seats are there in the auditorium?
The total capacity of the Pavilion Theatre is 988, including 6 wheelchair spaces. The Stalls seats 523 and the Circle 465.

The Pavilion is an old building; is it haunted?
We don't think so, but there are some long spooky corridors that we're too scared to go down to check.