Frequently Asked Questions & Theatre Policies

Aisles

To ensure safety and courtesy, patrons are not permitted to sit or stand in the aisles during performances. As per fire regulations, aisles must remain clear at all times.

Cameras and Recordings

Photography and recordings are typically not allowed during performances at Festival Hall. However, this policy may vary depending on the artist(s) and is often confirmed on the day of the event. Please listen to pre-show announcements for guidance or ask theatre staff for clarification.

Cell Phones and Devices

All cell phones and electronic devices should be set to silent or vibrate mode during performances. We kindly ask patrons to avoid texting or using devices that may disrupt the experience for others.

Consideration for Others

We ask all patrons to be respectful of those around them. Any behavior that disrupts the enjoyment of others may result in the offending party being asked to leave the theatre without a ticket refund. Theatre staff and volunteers reserve the right to deny entrance or re-admittance as needed.

Door Opening Times

• Lobby Doors: Open 1 hour prior to the performance, unless otherwise specified.

• Auditorium Doors: Open 30 minutes before the performance begins.
  Staff will be available to assist and answer questions. Latecomers may be required to wait for a suitable break in the performance before entering the auditorium.

Dress Code

Festival Hall does not enforce a formal dress code. Attire ranges from casual (jeans and t-shirts) to formalwear. For most events, business casual or dressy-casual attire is a safe choice.

Emergency Contact

If you need to be reachable during a performance, please set your phone or pager to vibrate. Out of consideration for others, we request that all calls be taken outside the auditorium.

Scent-Free Environment

Festival Hall is a scent-free venue. Guests are asked to refrain from wearing or using scented products to ensure a comfortable environment for all attendees.

Many of the events at Festival Hall Pembroke are organized by our rental clients and presenters. These events are added to our website once the contracting process is finalized. Occasionally, events may be promoted through other channels before they appear on our site, which is why you might hear about them elsewhere first. We recommend regularly checking our online calendar to stay updated on upcoming events.

Yes, all patrons, regardless of age, must have a valid ticket to enter the theatre. This includes infants and young children. Infants can sit on a parent or guardian’s lap during the performance, but a ticket is still required for each child.

Tickets are available through our official ticketing channels. Please ensure that you have the appropriate number of tickets for all attendees in your party.

We also ask that all guests, including children, maintain appropriate behavior to ensure an enjoyable experience for everyone. If a child’s behavior disrupts the performance or disturbs other patrons, parents or guardians may be requested to remove them from the theatre.

Yes, Festival Hall Pembroke is fully equipped to accommodate patrons with special needs. We offer the following accessibility features:

• Wheelchair Accessibility: Designated wheelchair spaces are available on the main level, accompanied by adjacent companion seats to ensure comfort for both the wheelchair user and their guest.

• Accessible Facilities: All washrooms are wheelchair accessible, ensuring ease of use for all guests.

• Assistance Services: Upon arrival, our friendly staff is available to assist patrons with special needs. Please inform us in advance if you require any specific assistance to ensure we can accommodate your needs effectively.

Festival Hall Pembroke is dedicated to ensuring an inclusive and comfortable experience for all our guests. We offer a variety of accessibility services to accommodate different needs:

1. Companion Tickets

• Companion Seating: Guests requiring assistance can purchase companion tickets for themselves and one additional person to sit nearby in our designated accessibility seating areas, subject to availability.

• Additional Companions: If you need more than one companion, additional tickets may be available based on the accessibility seating capacity. Please contact our Box Office to arrange extra companion seats in close proximity to your reserved area.

2. Service Animals

• Allowed Service Animals: All service animals are welcome in our auditoriums.

• Seating Arrangements: When purchasing tickets, please inform our customer service team of any special seating requirements to ensure you and your service animal are comfortably accommodated.

3. Elevator and Assisted Access

Assisted Elevator Service: While we currently do not have a dedicated lift or elevator in our front box office lobby, we provide assisted elevator services to accommodate guests with mobility devices.

• Location: The assisted elevator entrance is located to the right of the box office (large red doors school entrance) when entering the venue from the parking lot.

• Assistance Provided: An attendant is available to help guests with wheelchairs, walkers, or other mobility aids access the theatre.

Arrival Time: We recommend that guests with mobility, visual, or hearing impairments arrive at least thirty minutes before the performance to ensure ample time for assistance and seating.

Booster seats are available for both adults and children at every performance. If you don’t see them in the theatre lobbies, simply ask a staff member, and they’ll be happy to assist you.

Coat check services are typically available for most events at a rate of $4 per item. Availability may vary depending on the weather. Please note that Festival Hall is not responsible for any lost or stolen items.

At most theatre events, patrons can enjoy a selection of refreshments from our concession, including beer, wine, soft drinks, juice, bottled water, and snacks.

Festival Hall welcomes guests who require strollers or walkers and will do our best to accommodate them during your visit. While we do not offer a dedicated check service for these items, our theatre ushers are available to assist with storage or placement options as needed.

Important Notes:

• Festival Hall is not responsible for any damage, loss, or theft of strollers, walkers, or items stored within them.

• If you require assistance or have specific needs, please don’t hesitate to speak with our ushers for support.

We are committed to ensuring a comfortable experience for all patrons and appreciate your understanding.

All ticket sales are final, and no refunds will be issued for any tickets, unless the event has been cancelled. 

Postponed Events: Refunds are not available for postponed events, as stated on both online and printed box office tickets. Tickets for postponed events will remain valid for the rescheduled date.

Cancelled Events: Refunds may be issued for events that are cancelled.