Terms and Conditions

COVID-19 information (cancelling or amending your booking): 

If your booking has been impacted by theatre closures due to COVID-19, then you will be able to cancel your booking in exchange for a voucher for the full price of your booking.

Your voucher can be redeemed by 31st December 2020, for stays during the 2020 season.

If you have made a new booking using a voucher and need to cancel for any reason, we will issue you with a new voucher, but standard terms and conditions would apply once your booking has been processed.

The voucher will be available to use online from 4th May 2020. However, our Guest Experience Team will be able to process your voucher before then - you will be sent an email to let you know when we're able to do this.

If you are not selecting a voucher, then you will be able to cancel your booking with no cancellation fees.

I cannot find the availability I want - can you help?

Due to popular demand certain shows and performances may sell out or certain offers may only have limited availability. Our system works on live and real time availability.


What payment methods do you accept?

We accept all major credit and debit cards excluding American Express.


Is this a secure site?

Yes it is. We maintain the most up to date security systems to ensure your personal details are safe with us.


How do I know if my booking is confirmed?

Once you have completed the booking process, you will receive an email with confirmation of your booking. Generally, you should receive your confirmation within minutes of booking. If your email has not arrived, then please check your spam filter or, if you’re unsure, please contact us so that we can send you a duplicate.


Do shows offer discounts to groups?

We can offer a discount for a large group visiting the theatre, however, we do not offer these online. Please call us on 020 7400 1255 to book.


Why is there a limit on the number of tickets I can buy?

Some shows offer discounts for groups of 6 or more people. Therefore to ensure that you get the best rate, and to ensure that your party are able to sit together we ask that you give us a call so we can complete your group booking.



Where is my booking confirmation?

You should receive your booking confirmation via email within an hour of booking. Many email account providers offer filters to protect users from unwanted mail (spam) so if you have not received your email confirmation please check your Junk/Spam folders as it may have filtered our email by mistake. If you cannot find your email confirmation, please call us.


How will I receive my tickets?

Your tickets will be sent to the theatre’s Box Office for you to collect. Simply print your email confirmation and show as proof of purchase at the box office on the day of the performance. Tickets will be available from 30 minutes before the performance start time.


What time should I arrive at the theatre?

Recommended arrival time at the theatre is half an hour before curtain (show start time), Most theatres have bars, so you can wait in comfort.


What ID do I need to collect the tickets?

You will need to take your confirmation e-mail with you and, if possible, the credit card you used to make your booking.


Can someone else pick up my tickets from the box office?

Some theatres allow this and some don’t. Please give us a call so we can check with the specific theatre for you.

If they do allow it, you will need to give the person collecting the tickets a photocopy of the credit card used to make the booking and a letter of authorisation, signed by you, entitling them to pick up the tickets on your behalf.



What if I am unable to use my ‘package’?

Once packages are confirmed they cannot be exchanged or refunded (unless of course the event/performance is cancelled).


What if a performance is cancelled or a production is closing sooner than advertised?

If the performance you are attending is cancelled midway through the performance, you will generally receive details on the spot advising you of what happens next.

If your booked performance is cancelled or the production is closing early, we will notify you as soon as we receive an official notification from the producers. Generally you will be offered either an alternative performance or a refund.


If the advertised actors are unavailable for the performance, can I get a refund?

There is a small chance that actors may be changed for performances without notice. Unfortunately the use of alternative actors (understudies) does not provide a valid reason for requesting a refund.



Do venues have Disabled Access?

All venues have disabled access. However, as many of London's historic theatres are listed buildings, many do not have lifts. Many theatres have allocated special seating spaces for wheelchair users.


Should I make a booking online if I am disabled?

To talk through your requirements and ensure that the venue can accommodate your needs before you book, please contact us for details and assistance.


Is theatre accessible to those with hearing or visual impairments?

Many venues now have infra red systems with headsets and/or neck loops. Some venues will allow guide dogs into the auditorium and most will offer dog-sitting services. Some shows also have signed performances as part of their performance schedule. Please contact us for details and assistance.



What is a matinee performance?

A matinee is an afternoon performance. Most shows have 2 matinee performances per week; one on Saturday afternoon and one during the working week, generally on a Tuesday, Wednesday, Thursday or Friday. Some shows now also have Sunday matinee performances. Matinee performances generally start between 14.00 and 17.00, although they sometimes start sooner so please ensure you check the correct time on your tickets.


What is the difference between the various seating sections in a theatre?

All venues differ in size and layout and may refer to the various sections of the venue in different ways. We appreciate this can be confusing but the most commonly used are:

Stalls - sometimes referred to as Orchestra Stalls

This section is level with the stage. (Please note that this does not mean that all Stalls seats offer ground floor access as this section is situated on the lower ground floor of the building in some venues.)

Dress Circle - sometimes referred to as Circle, Royal Circle, Grand Circle or Mezzanine

This section is the first level up from stage level.

Upper Circle - sometimes referred to as Grand Circle

This section is the second level up from stage level.

Balcony - sometimes referred to as Gallery

This section is the third level up from stage level. Only a few of the London Theatres have a Balcony Section.

Boxes - sometimes referred to as Royal Box, Loges, Slip Box

Boxes are most commonly at Dress Circle Level to the far side of the theatre. Contrary to popular belief, boxes very rarely offer good views of the stage and are generally not classified within the first class seating of a venue.


Is there a dress code for the theatre?

No official dress code exists in London's theatres although at certain venues such as the Royal Opera House, the custom is to dress smartly. If in doubt, give us a call and we’ll be pleased to help.


What are the age restrictions for children?

Babies and toddlers are not permitted in most West End theatres. General guidelines recommend the age of 5 and over as a minimum age however more specific guidelines may apply on specific productions. Children must be able to sit unaided, in their own seat and be attentive to the performance so as not to distract other paying members of the audience.

Admittance to the auditorium shall always be at the discretion of the venue management. Please contact us and we will be able to advise you further on the specific shows and theatres.


Is there a bar area within the theatre?

Most theatres have a bar so that you can wait in comfort or grab a refreshment during the interval. Please check our theatre pages for the facilities available within each venue.


Can I take pictures or a video of the performance?

Taking pictures or videos is strictly forbidden and if caught you may be asked to leave so please don’t risk it!


Is there a break in the middle of the performance?

Most shows have a 15 – 20 minute interval during the performance, however not all. Please check the individual show page on our website for details, or give us a call.

If I forget or lose something at the theatre, who should I contact?

Please contact the theatre directly as they will be much better placed than us to (hopefully) find it for you!

All Encore Ticket Breaks are booked and payable through Holiday Extras. Once your hotel package for Encore Ticket Breaks has been confirmed we will accept responsibility for it in accordance with the following Booking Conditions as an 'organiser' under the Package Travel and Linked Travel Arrangements Regulations 2018.