- Can I return tickets if I can no longer attend a performance?
All tickets purchased are non-refundable.
Tickets purchased directly from De Montfort Hall may be accepted for resale only when a performance is sold out. An administration fee will be applied, and monies returned to a gift card.
Exchanges can be made but only for a run of the same show, subject to availability.
- What happens if an event is cancelled or rescheduled?
In the event of a performance cancellation, customers will receive a full refund to the method of payment. Tickets for rescheduled or postponed performances, unless otherwise specified by the promoter, will remain valid for the new date and should be retained. Customers who are unable to attend the revised date will need to request a refund at least 30 calendar days before the revised performance date.
- I am having technical issues trying to book or set up an account, what should I do?
Please contact the box office on 0116 233 3111 or firstname.lastname@example.org
TIP 1 To create an account, the password needs to be a minimum of eight characters and include a number, capital letter and special character (%$£”).
TIP 2 There is a 15-minute limit online to complete your purchase. Leaving tickets in the basket will not guarantee a sale.
TIP 3 You must have ‘javablocked’ enabled to book tickets on our website.
- I’ve found the tickets that I want to book but the booking system won’t let me proceed, why not?
This is probably because the booking would leave a single seat in a row. Most booking systems are designed this way to ensure performances are as fully attended as possible.
Please contact our box office if you are unable to find suitable seats online.
- The performance I want to see is sold out, do you have a waiting list?
Yes, for sold out performances only. If tickets become available our box office will contact those on the waiting list in the first instance, on a first come, first served basis. This can happen anytime between a show selling out, right up until the day of the performance. Customers on a waiting list are not guaranteed tickets and you have no obligation to buy.
Please contact box office to be added onto a waiting list or if you have an online account just click on the ‘waiting list’ icon next to the show information.
- I haven’t received a confirmation email or tickets, what should I do?
If you’ve booked online and opted for an e-ticket, please check your spam/junk folder. Emails are sent from email@example.com
If you have requested for tickets to be sent to you in the post please contact box office to discuss.
- My tickets were booked through an agent but I haven’t received them?
You will need to contact the agent direct, we won’t have any information regarding your booking on our system.
- I have purchased tickets though a secondary ticket site but they haven’t arrived?
Purchasing tickets from an unofficial ticket agent is against our terms and conditions of sale. With secondary ticket sites you invariably buy from another customer rather than from the venue/official agents. These tickets can often be at an inflated ticket price and in purchasing you risk being declined entry.
If your tickets haven’t arrived in advance of the performance you will not be allowed access.
The lead booker, whose name is printed on the ticket, must bring ID with them when attending the performance.
- My tickets say ‘Doors 7pm’ as the start time, what does this mean?
Not all promoters know the exact timings for a performance when it goes on sale, so these times are given as a guide. This is the time that you will be allowed entrance into the hall, not the start time of the performance.
Performance times will be updated on our website and announced on social media when confirmed. Please check back regularly.
- I can’t locate my printed tickets, can these be re-issued?
Lost, mislaid or damaged tickets may be reprinted at the discretion of the box office. Reprints are not available in advance of the performance and an administration fee will be charged. Tickets will only be reissued to the lead booker who must have ID with them. Please contact box office in advance to discuss your booking.
- Can I stand if I purchase a seated ticket at a music gig?
For music performances especially, audience members may stand in seated areas of the auditorium, especially if encouraged to do so by performers.
Please be mindful of other customers and their enjoyment of the performance.
BOOKING / TICKETS
- When can I collect tickets?
Tickets can be collected anytime between the booking being confirmed and 15 minutes before the start of the performance.
- Do I need to bring ID to collect tickets?
The lead booker will need to bring ID in order to collect tickets on the night, this does not have to be photographic.
- Can someone else collect tickets on my behalf?
For most performances this is allowed, as long as the lead booker has made contact with the box office in advance. If prior notice has not been given by the lead booker then you may be refused entry.
- Do you have a cloakroom?
This is located on the ground floor next to the box office. Items are charged at £1 per item and spaces are available on a first come first served basis.
The cloakroom will open one hour before the performance start time.
- Can I take my bags into the auditorium?
Large bags and rucksacks, bigger than an A4 sheet, are not permitted inside the auditorium. These must be left in the cloakroom, located on the ground floor.
We advise not to bring these with you.
- Are security checks in place?
For your safety, bag checks are currently in operation at all performances. Please allow extra time to enter the venue.
- What is your policy on latecomers?
As a general rule, latecomers are permitted at a suitable break in the performance, at the discretion of the front of house manager or promoter. In some situations, you will be granted access but asked to sit in alternative seats to limit disruptions.
For classical concerts you would usually only be admitted after a piece of music has been played in its entirety. Customers are able to watch the show in the foyer areas until a suitable break.
- Do you have a cash machine?
De Montfort Hall does not have a cash machine. The nearest is located on London Road, at Sainsbury’s, approximately a five minute walk.
- Can I pay for merchandise on a card?
This varies for each performance and we won’t have confirmation until the merchandise sellers arrive.
As a general rule, bring cash!
- I have pre-booked parking, how do I access and what times is it available?
The entrance to our venue car park is at the back of the hall, off University Road. Use what3words ///riders.transit.overnight to pinpoint the entrance.
The car park usually opens one hour before the performance start time and closes half an hour after the performance finish time, or half an hour after the bar closes, whichever is the latest.
- Will the artists do any signings or accept requests for shout outs?
This will depend on the individual artists and we do not have any say in this decision.
Any announcements about signings will be made on our website, the artists’ website or made at the venue on the night.
- I came to a performance recently and left some property behind?
Any lost property will be held at stage door for a period of three months. After this time it will be donated to a local charity or recycled. Please contact stage door on 0116 233 3029 or firstname.lastname@example.org.
- What do I do if I am unhappy with the quality of a performance?
In the unfortunate event that this happens, please speak to the front of house manager on the night, during the interval or straight after the performance.
- Am I allowed to take my drinks inside the auditorium?
Drinks are permitted inside the auditorium for most performances in plastic or paper cups.
For standing concerts, drinks service is available throughout the concert, however, for all other concerts drinks can only be taken into the auditorium pre-show and during the interval. This is to ensure no disruption to patrons during the performance.
We reserve the right to change this policy at any time, and for any performance, to ensure our commitment to health and safety and to meet the conditions of our entertainment licence.
- What time does the bar open and do you accept card payments?
Our bars are open one hour prior to the start of the performance. This can vary so please check the individual webpages for up to date information.
Card payments can be taken at our bars.
- Do you take interval orders?
For most shows interval orders can be made at any of our bars, please check with our bar staff on the night.
- Do you serve meals?
Unfortunately, we don’t have a restaurant or serve hot food. Our kiosks serve a selection of freshly made sandwiches, crisps, and snacks.
There are a number of local pubs/restaurants close by that offer some great food choices. These are not recommendations, just some options…
- Do I need to bring ID with me to get served at the bar?
If you are fortunate enough to look under 21, we may ask you to prove you are 18 or over. The following forms of ID are accepted at our bars:
- photo driving licence or
- government ‘Prove It’ card.
- Can I bring my own water bottle or food/drink with me?
Unfortunately for health and safety reasons, metal and hard plastic water bottles are not permitted inside the hall.
Only food and drink purchased on the premises is allowed on the grounds, unless required for medical purposes or for feeding infants/young children.
- Do I need to book a ticket for my child?
Children under the age of two, for most performances, are free and do not require a ticket but must sit on the lap of their parent/guardian. All older children need a ticket to attend.
This may change depending on the type of performance and at the discretion of the promoter/management. Please check individual show pages or check with box office for up to date information.
Parents/guardians may be asked to remove noisy or disruptive children.
- Do you offer booster seats for children?
The hall has a limited number of booster seats available on a first come first served basis. Please speak to a member of our front of house team inside the auditorium when you attend.
- Do you provide ear defenders?
We have a limited number of ear defenders that can be hired for a refundable £10 deposit. These are available from the cloakroom on a first come first served basis.
- Can I take a buggy/pushchair into the auditorium?
For performances where we expect a high attendance of younger children we will offer a buggy park, see internal signage on the day or check with a member of our front of house team. Alternatively, buggies can be left in the cloakroom.
- What baby changing/breastfeeding facilities are available?
Baby changing facilities are available in the ladies toilets on the ground floor of the venue (Victoria Suite side).
We are a breastfeeding friendly venue and you are welcome to feed throughout the building, however if you would prefer a quiet/private place to feed your child please speak to one of our front of house team.
FAMILIES AND CHILDREN
- What is De Montfort Hall doing to be greener?
De Montfort Hall is committed in all areas of our work to operate as sustainably as we possibly can. We have already made changes to improve our environmental footprint and are always looking at ways we can improve further. This includes:
- Providing and encouraging the use of water fountains backstage to reduce plastic waste.
- Changing to LED lighting in the auditorium and continuing to update lighting in other areas of our venue – foyers, bars, backstage etc.
- Operating a paperless invoicing system and recycling all paper and waste – paperless office, less printed material ordered to promoter performances, all bottles (glass and plastic) recycled.
- Purchasing recycled products/materials where possible.
- Updating ticket purchases to include e-tickets to reduce the amount of ticket stock ordered, printed and posted.
- Using fairtrade and ethically sourced coffee/tea in our bars and kiosks.
- Withdrawing plastic straws and stirrers from our bars.
- Encouraging all staff to join the Leicester City Council cycle to work scheme.