FAQs

Below is a list of frequently asked questions to help you plan your visit. 

Your Visit

How are you making the venue Covid-Secure?

We are putting measures in place to ensure your safety in the venue, as well as the safety of our colleagues.

You can find all the details of what we are doing on our Covid-19 pages.

 

When is your Box Office open?

Our Box Office is open for telephone enquiries, and in-person, at the following times:

Monday - Friday, 12pm - 2pm
Saturday, 11am - 2pm

The Box Office will also open for 1 hour prior to an advertised start time of a performance, for issues related to existing bookings for that performance only. Therefore it is essential to book your tickets in advance.

Booking is available 24/7 online and our staff will be responding to enquiries made via email outside of these hours at boxoffice@yvonne-arnaud.co.uk

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.

See a list of upcoming accessible performances, and more about our accessibility, here.
 

Will your cloakroom be open?

At this time, the cloakroom will not be open for events. You will be able to take your belongings into the auditorium with you, but please bring the minimum amount of personal items needed.

Booking Tickets

How do I book tickets?

Box Office Opening Times: 

Our Box Office is open for telephone enquiries, and in-person, at the following times:

Monday - Friday, 12pm - 2pm
Saturday, 11am - 2pm

The Box Office will also open for 1 hour prior to an advertised start time of a performance, for issues related to existing bookings for that performance only. Therefore it is essential to book your tickets in advance.

Booking is available 24/7 online and our staff will be responding to enquiries made via email outside of these hours at boxoffice@yvonne-arnaud.co.uk

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Buying socially distanced seats:

For some events, in order to maintain social distancing, we have divided the auditorium into numbers of ‘pods’, each seating from 1 to 6 customers. Please explore the online seating plan to find the appropriate size pod for your booking. Each pod may only be purchased for the number of seats it contains, i.e. if you require two seats, please do not try to book a pod for three, as you will be required to purchase all three seats.

If you require step free access or have additional access requirements please also email us so that we can help you find the most suitable seats.

Find out more about how we are making the theatre Covid-Secure, here.

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If you are new to booking online, you can download an Online Booking Guide here.

 

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!

You can find out more about our fees here.

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.

We are not currently issuing printed tickets, and not able to arrange collection at box office.
 

I’ve lost my tickets – what should I do?

Don’t panic - we can always re-print your tickets for you at the Box Office!

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 12 months), who can sit on a parent’s / guardian’s lap.

Even if tickets are free, a ticket is required so that we can keep track on how many people are attending an event and so that we can comply with NHS Track and Trace.

You can find out more about how we are working with NHS Track and Trace here.
 

What do you offer Group Bookers?

We offer various discounts for those coming in a group of 10 people or more. Check out our Booking Information 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.

Click here to find out more and purchase gift vouchers.

Event Queries

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. 

If the show is sold out, we may be able to arrange for your tickets to be sold on to another customer, however we cannot guarantee this service. Please contact our Box Office for more information.

Please note:

  • 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 the duration is still to be confirmed, please check back closer to the time.

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. 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?

Our Café is open Monday - Saturday, 10am – Showtime or until 4:30pm on non-show days.

The Café will remain open for the interval of any applicable shows.

Enjoy a selection of hot and cold drinks, as well as snacks and light meals, homemade sandwiches, jacket potatoes, and freshly toasted paninis. There is also a daily selection of croissants, cakes, and other baked goods, with vegan and gluten free options available.

Find out more about our Food and Drink offer here.

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. 

Other Queries

Do you keep lost property?

All lost property we find is logged and stored at Stage Door. If you think you have misplaced something, please get in touch on 01483 44 00 77.

How do I get in touch with you?

Please see our Contact Us page to find all of our contact details.

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! 

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