Frequently Asked Questions

General Information:

Do you sell ticket insurance?
Yes, We offer "Booking Protect". You can protect your investment by participating in Booking Protect, a ticket insurance option. You can choose to select Booking Protect as an add-on before finalizing your transaction. Booking Protect is only available at the time of purchase and allows you to receive a full refund of the purchase price should you or anyone in your party be unable to attend due to injury, illness, adverse weather and more.
How can I join the theatre's email list to be notified when shows are announced?

Please click here to join our email list!

What if the theatre has to cancel a show?

In the rare situation where the Hanover Theatre must cancel a performance, all ticket holders will be contacted with information regarding refunds. The Hanover Theatre reserves the right to reschedule a performance date or time, and all ticket holders will be contacted with information about their right to a refund if the new date or time is not acceptable. The Hanover Theatre reserves the right to substitute non-headliner performers without offering refunds.

Are food or drinks allowed inside the theatre?

Drinks may be brought into the seating areas at most performances, but food is prohibited.

I lost my tickets! What do I do?

If your tickets are lost or stolen, there is no need to worry! Please call the box office during our box office hours, where we have a record of all ticket sales. Visit our Contact Us page for box office hours.

How do I get to the theatre, and where can I park?

Directions and parking information are available here.

Can I bring my cell phone in case of an emergency?

As a courtesy to other patrons and to the performers, the use of cellular phones, beepers, radios, and anything else that goes beep, buzz, or whir is not permitted within the theatre. Please make sure that you turn off your electronic devices before attending a performance.

Why should I become a member of The Hanover Theatre?

By becoming a member of The Hanover Theatre, you will be helping to bring outstanding performances to a world-class, historic venue right here in Central Massachusetts.

You will also reap the benefits of membership, including advance email notification of all events, early access to tickets, discounts on most performances, and discounts at participating restaurants through the theatre’s Gourmet Program. A Friend Level membership is just $75, and is 100% tax-deductible. Join, support, and enjoy today!

For more information, Click Here

Can I exchange my tickets to a different performance?
Members and subscribers have the benefit of exchanging tickets to an alternate performance of the same show, no later than 48 hours prior to the date printed on the tickets in your possession. Please visit or call our Box Office for more information.
Can I print my show tickets from home?

This is a feature of our computerized ticketing system that will allow patrons to purchase tickets online and then bring "tickets" from their computer's printer. This feature is currently available for some, but not all performances.

Can I rent the theatre for a private function?

Yes, the Hanover Theatre is available for rental to appropriate organizations for certain functions. Please contact special events coordinator, Mark Steina at 508.471.1799 or mark@thehanovertheatre.org for more information.

Can I see a seating chart of the theatre?

Seating chart is available here.

What does "will call" mean?

"Will call" is a term that is used to let you know that your tickets will be at the box office, and can be picked up the evening of the performance at the "will call" window.

Where can I go for dinner before the show?

Worcester offers a wide variety of dining experiences. Click here for some of our personal recommendations for where to dine downtown, so that you can plan a wonderful evening out in one of Forbes' Top 10 Most Livable Cities in America.

How can I purchase tickets for wheelchair seating?

Wheelchair seating can be purchased online, by phone at 877.571.SHOW (7469), or in person at our box office. Wheelchair seating is indicating with the following popup message: "This seat is reserved for wheelchair patrons. If purchased, the seat will be removed for wheelchair accessibility."

How can I give the gift of theatre?

The Hanover Theatre has gift certificates available in any denomination for recipients to use in full or for partial payment for event tickets. Please call our box office for more information.

What is the theatre's policy regarding inclement weather?

It is generally impossible for touring shows and performances to be rescheduled, and so we do not cancel events due to inclement weather.  As is the case with other touring performances and sporting events, we are unable to refund tickets but in extreme weather conditions we will do our best to exchange your tickets to an alternate performance, if applicable.  Please leave extra time to travel to the theatre and do not endanger yourself.
You can protect your investment by participating in Booking Protect, a ticket insurance option. You can choose to select Booking Protect as an add-on before finalizing your transaction. Booking Protect is only available at the time of purchase and allows you to receive a full refund of the purchase price should you or anyone in your party be unable to attend due to injury, illness, adverse weather and more.
 

How can I get advertisements for my company in your program?

If you wish to advertise in The Hanover Theatre programs, please contact Diane Pieciak, senior sales manager at 508.930.2424 or diane@thehanovertheatre.org.

How can I purchase a ticket?

1. Call the box office directly at 877.571.SHOW (7469) Visit our Contact Us page for office hours.

2. Visit us online TheHanoverTheatre.org

3. Come in and see us at the box office at 2 Southbridge Street, downtown Worcester, MA. Visit our Contact Us page for box office hours.

4. Use an order form when applicable. Email to boxoffice@thehanovertheatre.org or snail mail to 2 Southbridge Street, Worcester, MA 01608.

What is the theatre's camera policy?

The use of cameras, videos and other recording devices are strictly prohibited during performances. Offenders may be removed from the theatre without compensation. 

I'm tall - how much legroom is there between seats?
The Hanover Theatre's orchestra seating level offers the most legroom we've ever seen in a theatre - a happy by-product of the theatre's conversion to a movie palace in the 1960's, when orchestra seating was altered to make room for reclining movie theatre seats. The theatre's loge area at the front of the balcony, reconstructed during the 2008 restoration, also offers particularly spacious seating. Balcony seating remains as originally constructed in 1926, and offers legroom comparable to most historic venues, and better than some.
How early should I arrive for a show?

Lobby doors open one hour prior to each performance. Please allow time for travel and parking. Doors to the theatre's seating area typically open thirty minutes prior to curtain time.

Am I eligible for discounted tickets?

The Hanover Theatre encourages groups to enjoy theatre together, and groups of 15 or more may be eligible fo ra discount. Please call the box office at 877.571.SHOW (7469) for more information. Members and subscribers receive discounts; call the box office or see the Membership and Subscriptions tabs for more information.

Does my child/infant need a ticket?

Everyone must have a ticket for admission. Standing room is not permitted, though in some cases we do have lap seating. Please call us at 877.571.SHOW (7469) for more information.

If I have tickets I can't use, can I get a refund?

Unfortunately we are unable to offer refunds for tickets purchased. If you are unable to attend a performance for which you have tickets, please consider giving those tickets to a friend or family member. If that is not possible, as a not-for-profit organization, The Hanover Theatre will accept your tickets up to 48 hours prior to curtain call as a tax-deductible donation. Please be sure to mark your tickets as "donated" and retain them for your records.

Will my private and personal information be safe from third parties?
The Hanover Theatre respects the private and personal nature of information collected in the normal course of business and ticket sales. We will not sell, exchange, trade or provide your name, address, telephone numbers or email addresses to any third party. We will take adequate measures to prevent the theft, loss or misuse of your personal information.
What is the theatre's out-of-state ticket policy?

Credit cards with a billing address outside of MA, CT, RI and NH will be limited to 4 tickets per person/credit card, regardless of the number of transactions. We reserve the right to cancel any ticket orders if they are purchased with intent for resale. Ticket purchases are closely monitored; any sales above set parameters are subject to cancellation without notice. All tickets purchased by patrons from states other than MA, CT, RI or NH will be held at the Box Office for pick-up. A valid photo ID and the credit card used to purchase will need to be presented when picking up the tickets.

What can I do if someone seated near me is loud or interfering with my enjoyment of the show?
Please contact a uniformed usher - several are stationed inside the theatre throughout the performance. The usher will be happy to speak with the offending party, or contact a house manager to do so. As we solicit feedback from audiences in post-performance surveys, the vast majority of complaints are regarding the behavior or actions of fellow audience members. Please be respectful of your fellow patrons and their desire for quiet enjoyment of the performance.
How frequently will you email me?

We send one email to our full email list each week, on Tuesdays; the vast majority of our patrons receive only this one weekly email. To all patrons who have purchased tickets to a given performance, we send a reminder email 2-4 days prior to the show date, and a follow-up email the day after the show. Franklin Square Society members may also receive periodic emails with first notification of new performances and special events.

Can I volunteer to work at The Hanover Theatre for the Performing Arts?

As a non-profit organization, we rely on volunteers for many important positions at the Theatre. Please click here for more information on how to apply for numerous volunteer opportunities.

Will I be able to buy a CD or merchandise from the show?

Merchandise is available at most performances, in the entry level lobby area.

Does the theatre have first aid in case of an emergency?

Please speak with the house manager or any member of the ushering staff if you need first aid or have any sort of accident or medical emergency. Insurance regulations require that such instances be documented immediately.

Help - the show is too loud for me!

Foam earplugs are available at the concierge desk free of charge.

I am interested in sponsoring a performance at the theatre, how do I do this?

There are many creative opportunities for you and your company or business to sponsor activities or items and thereby gain recognition and make it possible for our not-for-profit to bring world-class performances to Worcester. Please contact Nel Lazour at 508.471.1770 or nel@thehanovertheatre.org for more information.

Is there a part of the theatre where the sound/acoustics are best?

No - we went to great lengths to preserve the theatre's natural acoustic properties during the 2008 restoration, and our state-of-the-art sound system is designed to bring clear and uniform sound to every seat. "Good sound" is extremely subjective however, and it is not uncommon for us to get both positive and negative feedback from patrons seated near one another at a specific performance. It is also worth noting that Broadway touring productions and most concerts tour with their own sound systems and audio engineers, and sometimes "tie in" to our in-house system in order to use our under-balcony and upper-balcony speakers to supplement their own. They "mix" the sound to the liking of the show's director or the performing artist; and to the satisfaction of most audience members. The Hanover Theatre's Mighty Wurlitzer Organ is 100% acoustic, and as its pipes are located above the seating boxes to either side of the theatre, it is naturally slightly louder in balcony seats than in the rear orchestra.

My tickets are for seats 2 and 4 - are those seated together?

In theatre, the orchestra right is organized by even numbers, so the odd numbers are skipped over. Orchestra left is organized by odd numbers, meaning the even-numbered seats are skipped over, so yes they are in fact together!

Is there a coat check at the theatre?
The Hanover Theatre does not have a coat check service.
Is there an ATM at the theatre?

Yes, there is an automated teller machine located in the first floor lobby, to the right of the lobby bar.

The show just went on sale, why are some seats already taken?

In the case of Broadway series performances, these are offered for sale first as a 5-show or 6-show subscription package, beginning each spring. We have more than 4,000 subscribers who commit to the full season in advance, for which they recieve first access to seats, and the oppritunity to "lock in" those seats year after year. Beginning in the summer and early fall, the Broadway series shows are then made available to single ticket buyers. For all other performances, note that theatre members have the opportunity to purchase tickets generally a week or two before the public.

For information on how to become a member and get earlier access to the best seats, click here.