Frequently Asked Questions

General questions

General questions

Do the theatres and hotels accommodate disabled customers?

Our handpicked hotels can accommodate disabled customers and offer wheelchair accessible rooms on request. London theatres have varying facilities which we can confirm for your chosen show and date, and we'll do our utmost to find you a theatre break that meets your needs. When booking a London show, please bear in mind that we are unable to sell assisted performance tickets — these are only available direct from the theatre. Please call us on 0800 0832 841 quoting WW059 (or on +44 1303 816 125 from outside the UK) for further assistance.

Is it possible to give my tickets to someone else if I need to cancel?

If you are unable to attend your booking you can easily let a friend go in your place. Simply call us on 0800 0832 841 to advise us of the change and we will amend the lead name on the booking.

I am unable to print my confirmation. Can it be mailed to me?

Please call us on 0800 0832 841 and we will arrange to post your confirmation to you.

I do not have an email address. How will I receive my confirmation?

Please call us on 0800 0832 841 and we will arrange to post your confirmation to you.

I have not received my booking confirmation. What should I do?

If you have not received your confirmation within 24 hours of making your booking please call us on 0800 0832 841 and we will ensure it is resent.

Will you post me my tickets?

Your confirmation will be sent as an email attachment which you just need to present at the Box Office to collect your tickets. If you can't print it then just give us a call and we will pop it in the post to you. If you have opted to pay to have your tickets sent to you, please allow 14 days for them to arrive. If you don't have them within 10 days before your stay, please contact us on 0800 0832 841.

Can I book on behalf of someone else?

Yes, it's absolutely fine to book on someone else's behalf. Simply make the booking in their name, but supply your own email address if the booking is a surprise gift.

I can't or don't want to book online. Are the prices the same if I book through your call centre's Customer Experience Team?

Yes, our prices remain the same whether you book online or over the phone. Please call us on 0800 0832 841 and our friendly reservations team will be happy to process your booking for you.

From what age is the guest considered an adult?

Anyone aged 16 or older is considered an adult.

Do I pay in GBP Pounds Sterling (£)?

Yes, we take all payments in GBP pounds sterling (£). You can make a purchase from abroad using a foreign card, and the exchange rate your card issuer uses at the time of booking will determine the final price in the local currency. Please note: Show & Stay uses the merchant ID "HX SHORT BREAKS". Once you have made your booking and payment has been taken from your account, "HX SHORT BREAKS" will appear on your bank account statement alongside the amount taken for your booking.

Can I pay with a cheque?

Unfortunately we do not accept cheque payment.

Can I have a VAT invoice after making my booking?

No, unfortunately not. HM Revenues & Customs has advised that we are not allowed to issue VAT invoices for our customers as we package hotel rooms and theatre tickets together.

Is it possible to pay a deposit when booking?

Unfortunately we are unable to take part-payment as a deposit. To ensure that we can secure your hotel room and theatre tickets, we require full payment at the time of booking.

I have just returned from my theatre break, how do I make a complaint?

If you wish to make a complaint about your theatre break, please email customercare@holidayextras.com. The customer relations team will investigate your complaint and respond to you directly.

Can I cancel my booking once confirmed?

You can cancel free of charge and receive a full refund up until 8pm on the day you book.

Any cancellations after this time will not be eligible for a refund, but you will instead receive a credit note enabling you to book a theatre break of the same value for stay dates within 12 months from the point of issue. No refunds will be issued for lower cost breaks, and if your new break costs more than the original booking, you simply pay the difference.

This is only available for cancellations made up until 3 days before your stay date.

Can I amend my booking once confirmed?

Yes, you can amend any element of your booking up until 3 days before your stay date. Just call our friendly Customer Experience team on 0800 0832 841.

What is the biggest group size I can book?

Our website booking tool is only able to accommodate a maximum of 6 guests/tickets per booking. For larger groups please call our Customer Experience team on 0800 0832 841.

Why can I only book a package with you?

We specialise in London theatre breaks and as such only sell packages.

To get the best possible package price we negotiate directly with each supplier and they give us rates that we agree to keep hidden in the bundle. This means they never have to worry about under-cutting other suppliers or even their own standard prices. In this way, you save money by booking a package with us rather than purchasing your tickets and hotel stay separately.

Do you offer any form of Price match?

Yes we do and it is very simple. Found the package cheaper elsewhere before you book? Give us a call on 0800 0832 841 and we will match the price for you. If you find the package cheaper once you've made a booking, call us on 0800 0832 841 and we will refund the difference. The packages must be exactly the same for all elements. Full details can be found in our Terms and Conditions.

The cast member I expected to see did not appear in the show, can I have a refund?

We understand that seeing a celebrity or other favourite cast member in the show can be a big attraction, however, we cannot be held liable for the non-appearance of any particular cast member in a theatrical performance, and can't offer compensation.

How far is the theatre from the hotel?

During the booking process you can see the distance between the theatre and the hotel for each hotel in the availability result. If you have already made a booking, you can see the distance to the theatre on your confirmation email.

Can I see a show on a Sunday?

Most West End theatres do not hold Sunday performances, although there are some exceptions which will be noted on the show page.

Do you sell family theatre breaks?

Family theatre breaks are available with some shows, although most theatres do not permit children under 5 years old. Please call us on 0800 0832 841 quoting WW059 (or from outside the UK on +44 1303 816125) and we'll be happy to check the child admittance policies for your preferred show.

Am I buying theatre tickets from a reputable source?

All our theatre tickets are purchased through the London-based ticketing agent Encore Tickets. Encore assist us in getting top tickets to the best shows and are also fully registered and compliant with the Society of Ticket Agents & Retailers (STAR).

What is the minimum age for children?

Most theatres will refuse entry to children under 5 years old. As some shows have a different age limit, please call us on 0800 0832 841 for specific details. Theatre tickets are the same price regardless of age.

How do I contact your marketing department?

To contact our marketing department please email: marketingteam@show-and-stay.co.uk

Is Show & Stay a registered company?

Show & Stay® is a trading name and a registered trade mark of Holiday Extras Limited, Ashford Road, Hythe, Kent CT21 4JF. Show & Stay is registered in England and Wales No 1693250 (Community Trade Mark no 2738805). You can read more about Show & Stay in the About Us section.

Hotel questions

Is it possible to upgrade my hotel room?

Please speak to the hotel directly to arrange a room upgrade. Any additional supplements would be paid at the time of check in or check out depending on the hotel.

What do I need to check into the hotel?

Checking in couldn't be simpler. Please print your email booking confirmation and present it to the hotel at the time of check-in.

What time is my hotel check-in?

Hotel check-in times vary — please check your confirmation email for the applicable check-in time for your chosen hotel. You can also find this information on the hotel description page, which can be accessed via the full list of hotels on our London Hotels page.

Am I able to book for more than five nights?

As we specialise in short breaks, five nights is the maximum duration we are currently able to book.

Is it possible to book a room for four people but only two tickets for the show?

Unfortunately this is not possible, as all our hotel bookings are sold as a part of a package.

Which hotel is included in the lead price for each show?

The lead prices showing on this step include the cheapest ticket and cheapest hotel stay applicable to your search; after you've chosen your show, you'll be asked to choose your hotel in the next step, and the hotel used to calculate this lead price will be first on the list.

Is breakfast at the hotel included in the package?

Yes, all our packages include breakfast. The breakfast provided changes by hotel, but we tell you what breakfast type is included while you're booking.

Can an extra night be added after the break is all booked?

It may be possible to add an additional night (or additional nights) if the hotel has available rooms, and if your break has not exceeded our five night maximum. Please ring our Customer Experience team for free on 0800 0832 841 to add an extra night to your break.

Travel questions

I have an existing booking; is it possible to add rail tickets?

Rail tickets can only be added at the time of booking.

I have not received my rail tickets. What should I do?

Please call us at least 5 days before your departure date on 0800 0832 841 and we will investigate this for you.

Are rail tickets included in my package?

Rail tickets are not automatically included in your booking. For theatre breaks including rail, you need to specify a departure station within the booking search form.

Are the rail tickets return?

Yes, all rail tickets include return travel. You'll find that your ticket has the same date for outbound and return, because the ticket has an open return valid for two months after the booked outbound journey. Please be aware that London Underground and high speed services are not included.

I booked my return rail ticket with my package. Can I book the seats on the train with Show & Stay?

You can book your exact rail seats by contacting your local station once you have made your booking with us.

Can I park at or near the hotel?

Please contact the hotel directly to be advised of the most suitable parking arrangements for your stay and the associated parking charges. Parking is not included in the cost of your theatre break. Please remember you may need to pay the London congestion charge if you drive into Central London.

I'm meeting a friend for a theatre break in London. Can we book rail from different departure points in the same booking?

No, when rail is included for a theatre booking all members of the party on the booking have to travel together.

Do rail tickets include access to the London Underground (tube)?

No, our rail tickets do not include the London Underground in the price- all rail tickets are valid for travel to mainline London stations only (and return).

Do you offer coach travel with your packages?

At the moment we only offer optional rail travel with our breaks.

How do I receive rail tickets?

We will post your rail tickets to the address provided at the time of booking.

What are the restrictions on the National Express East Coast route?

Tickets are not valid for travel on Monday to Friday services timed to arrive in London before 11am, or on services timed to depart from Kings Cross between 15.27 and 18.32 inclusive. Standard Class tickets are not valid for travel from Kings Cross or Edinburgh on any services timed to depart 13.57 or later on Sundays.

What is the nearest underground station to the show?

The nearest Underground station will differ dependent on what show or play you are seeing. You can find this information on the show information page, which you'll find by clicking the relevant show or play on the London Shows or London Plays page.

Is there a specific rail route I must use? What route do I have to use on the train?

The only route with restrictions is the National Express East Coast Route. On National Express East Coast, tickets are not valid for travel on Monday to Friday services timed to arrive in London before 11am or on services timed to depart from Kings Cross between 15.27 and 18.32 inclusive. Standard Class tickets are not valid for travel from Kings Cross or Edinburgh on any services timed to depart 13.57 or later on Sundays.

Am I booked on a train at a specific time?

You are not booked onto a specific train, so you can choose any train on your booked route. However, the following restrictions apply on the National Express East Coast Route: tickets are not valid for travel on Monday to Friday services timed to arrive in London before 11am or on services timed to depart from Kings Cross between 15.27 and 18.32 inclusive. Standard Class tickets are not valid for travel from Kings Cross or Edinburgh on any services timed to depart 13.57 or later on Sundays.

Why is the return date on my rail ticket the same as the outbound?

All rail tickets we sell have an open return, valid for two months from the departure date, so an exact return date is not printed on the ticket.

How do I receive my rail tickets?

Your train tickets will be sent by post in time for your break.

Are my tickets valid on the high-speed rail?

Unless stated otherwise in the terms and conditions, your tickets are not valid on high-speed services. You can upgrade to the high-speed services by purchasing an additional ticket at the ticket office or from a self-service machine.

Can I also travel on the London Underground with my rail ticket?

Travel cards for the London Underground must be purchased separately. Your rail ticket is only valid on National Rail.

Is the rail ticket roundtrip (return)?

Yes, the price quoted is for a return ticket between your departure station and Central London rail stations.

How much is a ticket for the Underground?

Prices vary depending on your journey. Our advice is to buy a multi-day Travel Card which can be used for unlimited Underground journeys for the duration of your break.

Do I have to pay the Congestion Charge when driving in London?

When driving between 07:00 and 18:00 from Monday to Friday in the Congestion Charge zone, you must pay the £10 daily Congestion Charge. A map of the Charging zone is available to view on the official Transport for London website.

How do I pay for the Congestion Charge before I travel?

There are many easy ways to pay for the Congestion Charge before your journey, either in advance or on the day of travel. You can also pay by midnight on the day after driving in the Charging zone, though the charge rises from £10 to £12. The easiest method of payment is to register on Transport for London's official website and pay online up to 90 days in advance. After registering you can also pay via telephone or post, at a shop where you see the Congestion Charge logo, or on the day by text.

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