Theatre FAQs

Below you will find all of the theatre's FAQs.

Most Frequently Asked Questions

Help! I can't log into my account.

Click here to log into your account. If you do not have an account, click “create a new account.”

If you have not previously logged in with your email or are unsure of your password, try using “hanover1” as your password or click “Forgot your password?” and follow the instructions.

Please do not hesitate to contact the ticketing office at 877.571.7469 with any issues.

What are the box office hours?

The box office is open to the public Monday through Saturday from 10am-6pm. On Sunday performance days, the box office opens either at noon or two hours prior to curtain time, whichever is earlier.

Feel free to contact us with questions and we will respond as soon as possible. If you have other needs, our dedicated customer service and sales staff is available by phone at 877.571.SHOW (7469) Monday through Saturday from 10am-6pm.

Summer hours (Memorial Day-Labor Day) are Monday through Friday from 10am-6pm. On Saturday and Sunday performance days, the box office opens either at noon or 4 hours prior to curtain time, whichever is earlier.

Can I get a refund on tickets I can no longer use?

Broadway subscribers have the exclusive benefit of exchanging tickets from any performance in their Broadway Series to an alternate performance within the same show. 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, 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.

We strongly recommend you protect your booking with Booking Protect as all tickets are non-refundable. You can add refund protection to your order allowing you to apply for a full refund should you or anyone in your party be unable to attend the event due to injury, illness, adverse weather and more. If you purchased Booking Protect ticket insurance and wish to request a refund, please submit an application through the Booking Protect Refund Portal.

Does my child/infant need a ticket?

Everyone must have a ticket for admission. Standing room is not permitted. If a show allows lap seating, we will note that on the show page. Please call us at 877.571.SHOW (7469) for more information.

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

Directions and parking information are available here.

Can I see a seating map of the theatre?

A seating map is available here.

More Frequently Asked Questions

The following questions are focused on seats, tickets and ticketing policies.

What do I do if I lost or never received my tickets?

If you bought directly through us, we will have a record of your transaction. Please call the ticketing office during business hours at 877.571.7469 for assistance.

Be wary of buying tickets from any third party website. We have no way of validating or replacing tickets that have been purchased through any website other than TheHanoverTheatre.org. We cannot seat or refund you for an invalidated ticket.

Are gift certificates available? How do I buy one?

Gift certificates are available in any denomination and are redeemable in advance for any of our upcoming performances, conservatory classes and membership levels.

Please note that gift certificates are non-refundable. They are handled as cash and cannot be replaced if lost or stolen. Possession of a gift certificate does not guarantee the availability of tickets to any specific performance.

Can I request a ticket donation for my organization?

Yes! We are proud to provide opportunities for community and educational enrichment through our Community Fundraising Assistance Program, which supports the efforts of nonprofit organizations by donating a limited number of tickets to performances at the theatre. Approved requests that meet our guidelines will receive two tickets to an upcoming performance based on availability. If you would like your organization to be considered for a ticket donation please complete the form on Donation Match. Please no phone calls.

Unfortunately, we are unable to provide gift certificates as donations.

What happens if the theatre has to cancel or reschedule a show?

In the rare situation where The Hanover Theatre must cancel or reschedule a performance, all ticketholders will be contacted with information on next steps, including their right to a refund if they are unable to attend the new date and time. Please log into your account and update your contact information and communication preferences to ensure we can get in touch with you.

The Hanover Theatre reserves the right to substitute non-headliner performers without offering refunds.

If you purchased parking in advance for a rescheduled show through ParkWhiz, your parking reservation will automatically be transferred to the new corresponding date.

Can I exchange my tickets to a different performance?

Subscribers have the benefit of exchanging tickets from any performance in their Broadway Series to a different show within the 7 show Broadway Series.  Online exchanges are available, or contact a customer service and sales associate no later than 48 hours prior to the ticketed performance.

What is the theatre's inclement weather policy?

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, ticket sales revenue belongs to the touring show, and we can’t refund purchases without their permission.  We will do our best to exchange your tickets to an alternate performance of the same show, 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.

Do you sell ticket insurance?

We strongly recommend you protect your booking with Booking Protect as all tickets are non-refundable. You can add refund protection to your order allowing you to apply for a full refund should you or anyone in your party be unable to attend the event through the following circumstances:

  • Injury, illness (including pre-existing medical conditions) or death happening to you, or an immediate family member.
  • Burglary or fire at your residence in the 48 hours immediately before the event.
    Adverse weather including snow, frost, fog or storm where the Government have issued travel warnings.
  • The breakdown, accident, fire or theft of a private vehicle en route to the event.
  • You being made redundant from or relocated for work which you were unaware of at the time of booking.

If you purchased Booking Protect ticket insurance and wish to request a refund, please submit an application through the Booking Protect Refund Portal.

How many people do I need for a group discount? Can I book groups online?

Groups are a minimum of 10 people for the majority of shows. Group offers vary by show and performance, please call 508.471.1689 for more information about specific shows and offers. Groups cannot be booked online, please contact groupsales@thehanovertheatre.org for more information.

How can I purchase tickets for wheelchair seating?

Wheelchair seating can be purchased online, by phone at 877.571.7469 or in person at our box office. Wheelchair seating is indicated online with the following popup message: ‘This seat is reserved for wheelchair patrons. If purchased, the seat will be removed for wheelchair accessibility.’

What is the theatre's out-of-state ticket policy?

As suspicious transactions rise across the industry, The Hanover Theatre and Conservatory reserves the right to cancel any ticket orders purchased or suspected of being purchased with the intent for resale without notice. All tickets purchased by patrons living outside MA, CT, RI, NH, VT or NY will be held at will call for pickup. A valid photo ID must be presented when picking up the tickets. Both mail and print at home/mobile tickets are available to residents of MA, CT, RI, NH, VT and NY only.

Can I print my show tickets at home or add them to my Apple Wallet?

When checking out, make sure to select the Print at Home / Mobile delivery method. The tickets will be attached to your order confirmation as a PDF that you can print at home.

To add the tickets to your Apple Wallet, click the ‘Add to Wallet’ button next to each seat in your confirmation email.

Why are some seats already taken if the show just went on sale?

In the case of Broadway Series performances, first access to seats is exclusive for Broadway full package subscribers. There are over 4,000 subscribers who commit to the full season in advance and have the opportunity to ‘lock in’ those seats year after year. Click here for more information on Broadway subscriptions and the exclusive benefits subscribers receive.

In the case of non-Broadway Series performances, Broadway subscribers and theatre members typically have access to a limited-time presale before tickets go on sale to the public. Click here for information on becoming a member for early access to tickets.

My tickets are not numerically sequential. Are the seats together?

Yes! Seat numbers are even on the right side of the theatre and odd on the left side of the theatre. Seat numbers in the center are numerically sequential.

How much legroom is there between seats?

Orchestra seating offers the most legroom in a theatre–a happy byproduct of the theatre’s conversion to a movie palace in the 1960s. Loge seating also offers particularly spacious seating. Balcony seating is as it was originally constructed in 1926 and offers legroom comparable to most historic venues, and better than some. Those with longer legs may wish to avoid balcony seating where legroom can be tight.

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

Our state-of-the-art sound system is designed to bring clear and uniform sound to every seat. Most touring productions, however, come with their own sound systems and audio engineers, and ‘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. ‘Good sound’ is extremely subjective and it is not uncommon for us to get both positive and negative feedback from patrons seated near one another.

The Mighty Wurlitzer Organ is 100% acoustic and, as its pipes are located above the seating boxes on either side of the theatre, it is naturally slightly louder in the balcony than in the rear orchestra.

 

The following questions are focused on your visit to the theatre and how we can assist you in planning around your visit.

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.

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 a 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.

Are food or drinks allowed inside the theatre?

Food and drinks purchased at theatre concessions may be brought into the seating areas at most performances. Outside food and drinks are not allowed.

Is there a place to store my coat and belongings? Will there be a security check?

We request that all guest arrive as early as possible and bring minimal personal belongs to the theatre. Guests entering The Hanover Theatre are subject to search at the discretion of the management. Laptops, briefcases, suitcases and outside food and beverages are not allowed in the building. We do not provided an area to check bags, coats or any personal belongs. Please note that a Worcester police detail is on site at all events.

What do I do if I need first aid at the theatre?

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.

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.

Press inquiries should be directed to public relations.

What is the theatre's cell phone policy?

As a courtesy to other patrons and to the performers, the use of cell phones, 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.

Is there an ATM at the theatre?

Yes, there is an ATM located in the first floor lobby.

If the show is too loud for me, what should I do?

Foam earplugs are available at the concierge desk, located in the first floor lobby, free of charge.

What can I do if someone seated near me is loud or interfering with my enjoyment of the show?

Please see an usher. Several are stationed inside the theatre throughout the performance. Either the usher or a house manager will be happy to speak with the offending party.

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 the performing artists as well as your fellow patrons and their desire for quite enjoyment of the performance.

 

The following frequently asked questions are focused on supporting the theatre through methods other than ticket-buying.

Why should I become a member of The Hanover Theatre and Conservatory?

While tickets sales and subscriptions are tremendously important to us, much of that revenue goes to support the thousands of performers, technical artists and theatre professionals who appear on our mainstage every year—only $3 per ticket comes back to support our operations, engagement programs and community activities. We rely on donors to help us maintain our historic theatre, make performances accessible to children and families, provide need-based conservatory scholarships, underwrite our school partnerships and ensure that The Hanover Theatre and Conservatory remains a vibrant and welcoming destination for the entire community.

How can I advertise my company in the show programs?

To advertise in the show programs, or any other number of our printed publications, please contact Diane Pieciak, sales director, at 508.930.2424 or diane@thehanovertheatre.org.

How do I sponsor a show?

There are many creative opportunities for you and your company or business to sponsor programs and performances, gaining visibility and recognition among the theatre’s engaged audience. Please contact Diane Pieciak, sales director, at 508.930.2424 or diane@thehanovertheatre.org.

Can I rent the theatre for a private function?

Yes! Immerse your guests in the history and grandeur of The Hanover Theatre and Conservatory for the Performing Arts when you host your next special occasion in one of our many event spaces. Contact Jackie Dillman, function coordinator, at 508.471.1799 or jdillman@thehanovertheatre.org for more information.

Can I volunteer at the theatre?

As a non-profit organization, we rely on volunteers for many important positions at the theatre. Click here for more information on available positions and how to apply.

 

The following questions are focused on email communications.

How do I join the theatre's email list?

If you do not have an account with us, click here to create one. If you already have an account, click here to log in to ensure the correct email address is on file and to update your communication preferences to allow emails.

How often will I receive emails?

It’s totally up to you! Depending on your communication preferences, we have monthly emails, more regular show-specific emails, special offer emails, conservatory programming emails, show reminders and show follow-up emails.

How do I update my email or communication preferences?

Please click here for detailed instructions.

I am having trouble receiving emails from the theatre. How can I make sure important emails are delivered to my inbox?

To ensure that all emails from The Hanover Theatre and Conservatory appear in your Inbox, please:

  1. Make sure that your email communication preferences for your account are up to date. We highly recommend opting in to all preferences, since during this pandemic our email communications have not fit as neatly into our usual categories.
  2.  Make sure tickets@thehanovertheatre.org is on your trusted senders list.
  3.  If you do find our emails in your Spam or Junk folder, take this opportunity to tell your mail program that it is not spam by hitting the ‘not spam,’ ‘not junk’ or similar button.
  4. Forward the following short message to your ISP, IT department, or Email Provider: Please add a whitelisting rule to allow email from the following IPs and domains: 199.167.225.123, 199.167.224.199, @c123.criticalimpactinc.com and @criticalimpactinc.co. These IPs send important information from The Hanover Theatre and Conservatory. Due to the nature of the email content, these emails can sometimes trigger a ‘False Positive’ in the spam filter/quarantine.

Will my private and personal information be safe from third parties?

The Hanover Theatre and Conservatory 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.

Unanswered Question?

Please feel free to fill out the form on our contact us page.

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