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Frequently Asked Questions

General

Prior to booking

Show

Rail

Hotel


Answers


General

Who are we?
Take a look at our About Us page.
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What if I need to cancel or amend my booking?
Once a booking is made your tickets are immediately set aside for you and are purchased on a non-returnable basis from the theatre. This makes it difficult to provide refunds on theatre breaks or to amend the booking so that falls on another date, even for the same show. Our cancellation and amendment policy therefore requires that we charge you 100% of the theatre break if you decide to cancel any time after the confirmation of your holiday. We will endeavour to amend the name on your booking so a friend or family member can enjoy the break. This will be at the discretion of our ticketing agent. To cancel or amend a booking please call us on 0800 0832 841 and from outside the UK +44 1303 816125.
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Is it possible to change the name on my booking?
We will endeavour to amend the name on your booking so a friend or family member can enjoy the break if you are unable to make it yourself. This will be at the discretion of our ticketing agent. To cancel or amend a booking please call us on 0800 0832 841 and from outside the UK +44 1303 816125.
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Do you sell family theatre breaks?
Yes, please call us on 0800 0832 841 quoting WW059 (or from outside the UK on +44 1303 816125) and we'll be happy to help.
Important: most theatres do not permit children under the age of five. Please call us and we can check on the situation for your preferred show.
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Can I add on extra attractions?
These can only be added at the time of booking as all bookings are non-amendable and non-refundable.
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Is it possible to change the date of the show I have booked?
Unfortunately it is not possible to change the date of the show you have booked. Our terms and conditions are non-amendable.
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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 pass this on to a friend and they can go in your place. Please call us on 0800 083 2841 so we can amend the lead name on the booking.
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Can I check the details of my booking online?
No, if you have any queries regarding your booking please call our team on 0800 083 2841 and select option two.
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What are the ages for children when confirming a booking?
Children's ages are between five and 15.
Please note: If children are under five the theatre reserves the right to refuse admittance.
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What is the minimum age for children?
Minimum age for children is five years old. As some shows have a different age limit, please call us on 0800 083 2841 for specific details. All children are charged the same rate as adults for their tickets.
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What is the age for adults?
An adult is anyone 16 or above.
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Are transfers included in the package?
No, we are unable to offer transfers. You will need to make your own arrangements.
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Can I see a show on a Sunday?
There are very few shows on Sundays in the West End of London so we do not sell tickets for them.
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Do you sell matinee performances?
We have matinee performances for selected shows. Please see the specific show pages for more details.
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I have made two bookings, how do I ensure that we all sit next to each other?
Please call us on: 0800 083 2841 and we will be more than happy to assist.
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How far is the theatre from the hotel?
Please refer to the map which is accessible once you have carried out your search.
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How far in advance should I book?
We are unable to process bookings within seven days of the date required. For the best prices and availability we advise you to book as far in advance as possible.
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Is it possible for my show tickets to be posted?
All tickets have to be collected from the theatre box office 30 minutes prior to the show time.
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I have not received my confirmation
If you have still not received this 24 hours after making your booking please call us on 0800 083 2841 and we will ensure that this is resent.
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I am unable to print off my confirmation
Please call us on 0800 0832 841 and we will arrange to post your confirmation to you.
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I do not have email how will I receive my confirmation?
Please call us on 0800 083 2841 and we will arrange for your confirmation and tickets to be posted to you.
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I am experiencing problems booking online.
Please call us on 0800 083 2841 and our friendly reservations team will be happy to process your booking for you.
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Are you able to book more than one show on a booking?
Unfortunately we are only able to book one show per booking. You may book a show on its own on our website http://www.show-and-stay.co.uk
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What happens if someone falls ill?
Unfortunately it is not possible to cancel or make any amendments to your booking once it has been confirmed. Our Terms and Conditions are non-amendable. If you are unable to attend your booking you can pass this on to a friend and they can go in your place. Please call us on 0800 083 2841 so we can amend the lead name on the booking.
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Do you offer coach travel with your packages?
No, unfortunately we only offer rail packages at present.
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What is included with the pre-theatre meal
This will depend on the restaurant that you have chosen. However, most include a two course meal of a starter and a main or a main and a desert from the restaurants pre-theatre dinning menu. Drinks are not included.
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Can I book on behalf of someone else?
Yes, there is no problem with you booking on behalf of someone else. Just ensure you make the booking under their name. You can use their address or your own.
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How do I book with my voucher?
In the payment details box there is a link called 'Redeem Gift Voucher', if the customer clicks on this they will then be asked to enter their voucher code and password. If the booking costs more than the voucher they can then pay the remainder by card. Unfortunately gift vouchers do not apply to city breaks.
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Can I book within seven days?
Any booking requests for tickets within 7 days must be made through our call centre team on 0800 083 2841. They will then put in a request for tickets through our ticket provider however availability cannot be guaranteed.
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When WIll You Have Prices For 2011?
Our prices extend in-line with when the show's producers decide to extend the show's booking periods..
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Prior to Booking

Do I pay in GBP Pounds Sterling (£)?
Yes, we take all payments in GBP pounds sterling (£). For the convenience of our overseas customers, we offer guide prices in US Dollars and Euros based on recent rates of exchange but the final price may depend on the exact exchange rate at the time of purchase.
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Can You Pay With Cheques?
No unfortunately we do not accept cheques.
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Can I buy theatre tickets only?
Yes, please visit our website for ticket only.
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Will I get a great seat in the theatre?
Yes, the seats we allocate will be the best available dependant on your seat selection at the time of booking.
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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). Booking with www.show-and-stay.co.uk you can have total confidence in getting exactly what you have paid for top seats to the show of your choice.
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How do I collect my theatre tickets?
Once your booking is made your tickets are issued immediately and kept safely with our ticketing agent Encore Tickets. Your Internet booking voucher confirms both your hotel and ticket reservation so please print it and keep it safe. You can collect your tickets from the theatre box office of your chosen show within one hour of the performance. You must take your Internet booking voucher with you to exchange for the actual show tickets. Please ensure you arrive at the Theatre AT LEAST 30 MINUTES BEFORE THE PERFORMANCE.
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Can I book at short notice?
You can only book on-line from our stock of reserved tickets 7 days in advance of your chosen show date. Less than 7 days call us on 0800 083 2841 quoting WW059 (or from outside the UK on +44 1303 816 125) and we can request availability for your chosen show. However, due to the popularity of these shows we recommend you make plans as far in advance as possible.
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Do you have a brochure?
Yes, if visit our website there is a brochure request window on our homepage. Alternatively, you can ring us on 0800 083 2841 to request one.
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Once I have booked are my tickets guaranteed?
Your tickets are guaranteed once your booking is confirmed.
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Do the theatres and hotels accommodate disabled customers?
Please telephone us on 0800 0832 841 quoting WW059 and from outside the UK +44 1303 816 125. Our hotels can accommodate disabled customers and have wheelchair accessible rooms available on request. London theatres have varying facilities which can be confirmed for your chosen show and date. We will do our very best to find a Theatre Break that meets your needs. We should point out however, that we are unable to sell special assisted performance tickets for London shows.
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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.
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How far is the restaurant from the theatre?
All the restaurants that we offer are within walking distance of the Theatres. Please check your confirmation for more details.
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Is it possible to book a pre-theatre dinner and show only?
We do not currently offer this option.
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Am I able to book for more than five nights?
Five nights is the maximum duration we are currently able to book.
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How can I book for more than six passengers?
It will be necessary for you to make a separate booking.
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What if I find a cheaper price?
Should you find a cheaper option please call us and we will do our best to match the price you have found elsewhere.
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Are tickets definitely available if showing online?
Tickets will only appear if there is availability
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Whose name do I book under if it is a present?
Please book under the name of the passenger travelling.
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Are you able to book more than one show on a booking?
Unfortunately we are only able to book one show per booking. You may book a show only on our website http://www.show-and-stay.co.uk.
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Are you able to change the time the pre-theatre meal is booked for?
Unfortunately, we are unable to alter the time on the pre theatre meal.
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Can I book two shows and one night?
This is possible but the booking for the 2nd show would need to be made through our ticket only site which can also be accessed through the booking engine on the homepage.

How do I contact marketing?
You can email us at: marketingteam@show-and-stay.co.uk
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What attractions do you offer?
We offer an array of attractions, these are all found within our London Attractions page.
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What is the biggest group size i can book for?
The most tickets we can book on the web site is 6 per booking. For larger groups please contact our call centre team on 0800 0832 841.
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Show

What happens if the cast member I expected to see does not appear in the show?
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.
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When will I receive my seat numbers?
We will email you with your seat numbers, these are normally allocated within 48 hours of booking.
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Once booked can I change the show?
Once the Theatre have allocated your show tickets it is not possible to change the show due to our Terms and Conditions.
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How far is the theatre from the hotel?
Please refer to the map which is accessible once you have carried out your search.
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Where will my show seats be?
We offer a selection of seat types prices vary dependant on your selection see below for details for seat types available:
Top seats — guarantee to be in either the stalls or dress circle.
Best Available — Will be located in stalls, dress circle or upper circle.
We also offer the choice of seats in either the rear stalls or rear section of the dress circle as a lower priced option.
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What is the nearest underground station to the show?
The nearest underground station will differ dependant on what show you are seeing. These are clearly noted on the specific show page.
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Can I book theatre seats?
We do not have the ability yet to let you choose your own seat in the theatre, however if you contact our call centre team on 0800 0832 841 they can advise you which seat numbers you will be allocated.
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What are my seat numbers?
You will be sent an email confirming your seat numbers 48 hours after making your booking.
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Can I book for the stalls?
We do not have the ability yet to let you choose your own seat in the theatre, however if you contact our call centre team on 0800 0832 841 they can advise you which seat numbers you will be allocated.
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Can I book for the dress circle?
We do not have the ability yet to let you choose your own seat in the theatre, however if you contact our call centre team on 0800 0832 841 they can advise you which seat numbers you will be allocated.
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What is the theatre layout?
Each theatre’s seating plan can be viewed on the show pages. These can be accessed via London Shows
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How do I receive theatre tickets?
You need to collect your theatre tickets directly from the theatre box office 30 minutes before the performance start time. Please ensure you have a print out of your confirmation voucher to exchange for your theatre tickets. Late arrivals may not be permitted access to the theatre, we cannot accept any liability for you missing your show.
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Can we upgrade our show seats?
If upgraded seats are available for your chosen performance you will be given the option to purchase these before completing your booking.
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What happens if we are not happy with our seat numbers?
Unfortunately once seat numbers are allocated they are non-amendable and non-refundable. You will always be allocated seats in the area of the theatre you have chosen at the time of booking.
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Rail

Can you give me rail timetable information?
We do not hold this information you will need to contact National Rail Enquiries, www.nationalrail.co.uk or 0845 748 4950
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I have not received my rail tickets?
Please call us on 0800 083 2841 and we will investigate this for you.
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I have an existing booking is it possible to add rail tickets?
These can only be added at the time of booking as all bookings are non-amendable and non-refundable.
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Who are the rail tickets booked through?
Our tickets are contracted through ATOC (the Association of Train Operating Companies).
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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.
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Why is the return date on my rail ticket the same as the outbound?
All rail tickets are valid for two months from the departure date.
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Can we book rail from different departure points?
Unfortunately when rail is included for a Theatre Booking all members of the party on the booking have to travel together.
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Can I book rail seats?
You can book your exact rail seats by contacting your local station once you have made your booking with us.
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What time train am I booked on?
You are not booked onto a specific train, it is your decision when you travel. 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.
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What are my seat numbers on the train?
You can book your exact rail seats by contacting your local station once you have made your booking with us.
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What route do I have to use on the train?
The only restrictions that apply are 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.
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How do I receive rail tickets?
Your rail tickets will be sent out to the address you provided us with when booking.
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Are rail tickets included in my package?
Rail tickets are not automatically included in your booking. These can be selected from the front page of the web site.
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Are the rail tickets return?
All rail tickets include return travel.
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Do rail tickets include underground?
No, underground tickets are not included in any of our bookings.
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Hotel

Is it possible to upgrade my hotel room?
You would need to speak to the hotel directly to arrange and upgrade and any additional supplements would have to be paid locally.
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When can I check in to my hotel?
Hotels do vary please click on the ‚more info‚ option which is available when you select a specific hotel. Alternatively this information can be found with in your confirmation.
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How do I get directions to my hotel?
This information will be available on your confirmation and there is also a map available on our website.
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Is breakfast at the hotel included in the package?
Breakfast is included at most of our hotels however please check the 'more info' when booking.
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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.
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What do I need to check into the hotel?
You need to ensure that you take your e-mail confirmation with you.
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Am I able to book for more than five nights?
Five nights is the maximum duration we are currently able to book.
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Speak to our specialist team for FREE on 0800 0832 841 and quote WQ861

For groups of 3 or more rooms 0871 360 1042 or complete our online group booking form

Our call centre is open 9am to 9pm weekdays and 9am to 8pm weekends.

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