Theatre FAQs

How will current events and COVID-19 impact performances and safety at The Hanover Theatre?

We can’t wait until we are all back together again at The Hanover Theatre, enjoying another fantastic line-up of entertainment, Broadway tours and annual favorites on our stage!  Your health and safety are of the utmost importance to us as we prepare to welcome you back to our facilities.  Please click here for our current Safety Protocols.

If you have already have tickets or a subscription with us for this season, your tickets are secure.  We are holding your seats for all of your upcoming shows.  We will ensure maximum flexibility when it’s time to return to the theater.

Staff continue to work responding to concerns in a timely manner.  Our box office window is open to the public at this time, but please feel free to email with questions and we will respond as soon as possible.  If you have other needs, our dedicated customer service and sales staff will be available by phone at 877.571.SHOW (7469) Monday through Saturday from 10 AM – 6 PM.

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.

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, 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.

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.

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, 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.  Booking Protect is also 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.

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.

Can I see a seating chart of the theatre?

A seating chart is available here.

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.  Those with longer legs may wish to avoid balcony seating, where legroom can be tight.

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 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.

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.

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.

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 indicated with the following popup message:  “This seat is reserved for wheelchair patrons. If purchased, the seat will be removed for wheelchair accessibility.

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, 6 or 7-show subscription package, beginning each spring.  We have more than 4,000 subscribers who commit to the full season in advance, for which they receive first access to seats and the opportunity 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.


Am I eligible for discounted tickets?

The Hanover Theatre encourages people to enjoy theatre together, and groups of 10 or more may be eligible for a discount.  Please call group sales at 508.471.1689 to discuss options for your group. In addition to early access to tickets, members and subscribers may receive select offers to most shows.  Call the box office at 877.571.SHOW (7469) or visit the Membership and Subscriptions pages for more information.

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

Directions and parking information are available here.

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.

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.

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.

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

The Hanover Theatre requests 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.  The Hanover Theatre does 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.

Can I print my show tickets from home?

This is a feature of our computerized ticketing system that allows patrons to purchase tickets online and then bring “tickets” from their computer’s printer.  This feature is strongly encouraged and using the digital, or “print at home” option, will save you from waiting in line to pick up tickets at “will call” when you arrive at the theatre.

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.

Can I request a ticket donation for my organization?

Yes!  The Hanover Theatre and Conservatory for the Performing Arts is 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.  Requests that meet our guidelines and are granted will receive two tickets to a performance based on availability.  If you would like your organization to be considered for a ticket donation please visit us on Donation Match.  Please no phone calls.

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.

Is there an ATM at the theatre?

Yes, there is an automated teller machine located in the first floor lobby.

Are food or drinks allowed inside the theatre?

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

What are the box office hours?

The box office, located at 2 Southbridge Street, is open to the public Monday through Saturday from 10 AM – 6 PM (noon through curtain on Sunday performance days). Feel free to email with questions and we will respond as soon as possible. If you have other needs, our dedicated customer service and sales staff will be available by phone at 877.571.SHOW (7469) Monday through Saturday from 10 AM – 6 PM.

Summer hours (Memorial Day – Labor Day):
Monday-Friday, 10 AM – 6PM or until curtain.
Our ticket office will be open on Saturdays and Sundays, only if there is a performance, 4 hours prior to event until curtain for evening performances and noon until curtain for matinee performances.

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.

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.

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

Please contact an 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.

Help – the show is too loud for me!

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

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, special offers for select events 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!

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 at 877.571.SHOW (7469) for more information, or purchase online.

Help – I can't log into my account to buy tickets.

Log into your account at Or click the link at the top right hand corner of to create an 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 directions.

If you continue to have problems logging in, please call the box office at 877.571.7469.

How can I join the theatre's email list to be notified when shows are announced?

Please click here to join our email list!

How frequently will you email me?

The number of emails you receive will depend on your communication preferences in your account.  We send regular monthly emails, emails about specific shows and offers, show reminders and show follow-ups.

How can 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 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 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:,, and These IPs send important information from The Hanover Theatre. 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 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.

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 for more information.

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

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, Jackie Dillman at 508.471.1799 or for more information.

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.

Buy Tickets

Stay in-the-know