Below is a list of frequently asked questions to help you plan your visit.
When is your Box Office open?
Our Box Office is open from 10am to 5pm, Monday to Saturday (excluding Bank Holidays), for all enquiries. On show evenings, the Box Office will stay open until the start of a show.
You can contact the Box Office on 01483 44 00 00, firstname.lastname@example.org, or in person. Booking is available 24/7 online.
How do I get to the Yvonne Arnaud?
We are located in the centre of Guildford, on the bank of the River Wey. Our entrance is on the A281 Millbrook Road. Click here to find out How to Get Here.
Is the Yvonne Arnaud accessible?
We have information about accessibility – including facilities, the building, and accessible events – on our Accessibility Page (click here).
Please don’t hesitate to get in touch if you require more information.
Do you offer Accessible performances at the Yvonne Arnaud?
Yes, where possible, we have Captioned, Audio Described, BSL interpreted, and Relaxed performances. These accessible events are arranged by the touring productions and so the decision to put these events on sits with them.
For our own productions, we try to include accessible performances where possible.
Will your cloakroom be open?
Subject to staff availability, our cloakroom will be available 45 minutes prior to doors opening, when there is a Main House performance taking place. Our cloakroom is free of charge.
Do you have booster seats available?
Should your little ones require the use of a booster seat during the performance, we strongly advise you to bring your own (backless only). A limited number of booster seats are available to hire for £1 each from the cloakroom 45-minutes before the start of the show, on a first come, first served basis.
Please note: Pushchairs and carriers are not permitted in the auditorium but can be left at our cloakroom or designated buggy park during the performance. All checked items are left at the owner’s own risk.
How do I book tickets?
Booking is available 24/7 online. Booking online is secure and fast, and we'll email you your tickets once you've booked!
Box Office Opening Times:
Our Box Office is open from 10am to 5pm, Monday to Saturday (excluding Bank Holidays). On show evenings, the Box Office will stay open until the start of a show.
You can contact the Box Office in person, on email at email@example.com, or by phone on 01483 44 00 00.
Do I have to pay a booking fee?
All tickets have an applicable booking fee, regardless of how you book them. We include all of our fees in the price of the ticket that you pay, so you’ll never be charged anything on top of the advertised ticket price!
How will I receive my tickets?
Our tickets are emailed to you with your booking confirmation,
Please bring your phone with you to show the usher your email when you arrive at the theatre, or you can print off your tickets.
I’ve lost my tickets – what should I do?
Don’t panic - please contact the Box Office on 01483 44 00 00 or firstname.lastname@example.org and they will resend you the tickets.
Who needs a ticket for an event?
Everybody who is attending an event needs a ticket, except for babes in arms (under the age of 24 months), who can sit on a parent’s / guardian’s lap.
What do you offer Group Bookers?
We offer various discounts for those coming in a group of 10 people or more. Check out our Groups page to find out more information about how to organise a group trip to our theatre.
Can I purchase a gift voucher?
Yes, you can purchase gift vouchers online or from the Box Office.
They are valid for 1 year and can be used on future performances.
Do you accept Theatre Tokens?
You can now use your national Theatre Tokens to purchase tickets with us by calling Box Office 01483 44 00 00.
You can also purchase Theatre Tokens to give as a gift from the Box Office. Theatre Tokens are accepted at most theatres around the country so they are a great gift for those who love theatre but aren't close enough to come to the Arnaud!
What happens if I can’t attend?
We do not offer refunds.
We may be able to move your tickets to another performance of the same production, however this is subject to availability.
At our discretion, the Box Office may accept tickets for resale on the understanding that the our own available tickets will take priority. We charge an administration fee of £1.50 per ticket if resold*. If the resale is successful, the Customer will be emailed and a refund (minus administration fees) will be credited back to the original method of payment within 14 days after the performance or event.
*Vanbrugh Supporters and Friends Members are exempt from paying this resale fee.
- If there is a price difference, you will be required to pay. If the new tickets are of a lesser value, we cannot refund this.
- Discounts are only honoured if they are also valid for the replacement performance.
The reselling of tickets for profit is strictly prohibited. Any tickets found to be resold for profit will be made void, and no refund or compensation will be given.
What time does the event start, and how long is it?
Individual event pages will display show times if we know them. If the duration is still to be confirmed, please check back closer to the time. If we have your email address, you will receive a pre-show email a few days before your visit with the up-to-date information.
All events in the theatre start at the advertised time, including our Film Season screenings.
What happens if I’m late?
For events in the theatre, latecomers may not be admitted until the interval or a suitable break in the performance. This includes re-admittance should you leave during the show, where it is not always possible to go back in. Please ensure you arrive in good time to take your seats.
What if I can’t attend due to bad weather?
Bad weather can sometimes present travel issues for ticket holders. It is inevitable that as inclement weather sets in there will be times when those travelling to the venue may feel it is not safe or wise to travel. However, in the great tradition of the theatre, the show does go on despite the weather and we do not refund individuals, nor exchange tickets for those who choose not to travel.
It is the responsibility of the customer to get to the venue on time so, if you do choose to travel in inclement weather, please allow plenty of extra time.
We will inform customers if there are any alterations to the performance schedule if the weather makes it impossible to go ahead as planned. It is vital that at the time of booking you give us correct and up to date contact details.
What happens if the performance is cancelled?
Although rare, if an event is cancelled or rescheduled, we will contact you via the details you have provided us with at the time of creating the booking (so please ensure you give us accurate contact details). We will aim to contact you with as much advance notice as possible.
Food & Drink
Can I buy food and drink at the Yvonne Arnaud?
The Riverbank Kitchen is open Tuesday - Saturday, 10am - 3:30pm.
On show nights, the Kitchen will re-open 1hr 30mins before the show, remaining open for any intervals.
Can I bring my own food?
We kindly ask that you do not bring your own food & drink into our venue. We have a wide range of food & drink options available. The exception to this is for babies.
Do you keep lost property?
All lost property we find is logged and stored at Box Office. If you think you have misplaced something, please get in touch on 01483 44 00 00.
How do I get in touch with you?
You can contact the Box Office on 01483 44 00 00, email@example.com, or in person.
You can also follow us or message us on Social Media:
What are you doing about Diversity?
(Updated Monday 22nd June 2020)
In the wake of Black Lives Matter and the events triggered by the death of George Floyd, we are once again reminded of theatre’s role in uniting people, to understand and share our stories. These events have challenged theatre makers to address how we engage with all of our community, our audiences and our workforce to ensure equality for everyone.
We are examining what we need to do to ensure we are part of the positive changes that must come. We are proud to have programmed Metta Theatre’s exciting In the Willows and English Touring Theatre’s incredible Two Trains Running last year. It was disappointing that Frantic Assembly were unable to perform I Think We Are Alone, and that ETT’s Mugabe, My Dad and Me was also a victim of the closure due to Covid-19.
We are committed to creating and presenting theatre that is accessible for everyone, and tells stories from our many communities. As programming gets back to ‘normal’ we look forward to welcoming more diverse performances to our stages.
Can't find the answer to your query? Please feel free to get in touch with us to find out the answer!