Coronavirus (COVID-19): Important information

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FAQ's

COVID-19 FAQ Title Bar



Is the Princes Hall currently open?

The Princes Hall building is currently closed until further notice, and from an operational point of view we are working with a skeleton staff.

The Box Office counter at the Princes Hall is closed at all times. However, you can still email us and we will respond as quickly as possible.

You might see the building being used at certain times. This is to host activities that are part of the efforts to tackle the coronavirus e.g. Foodbank, blood donor sessions, rest centre.

We will continue to follow official guidance from the UK Government and Public Health England carefully. For more information about Coronavirus and the latest public advice, please go to the GOV.UK website.


I miss the Princes Hall, how can I stay in touch?

We miss you too!

Have a look at our new website section 'Interval At Home' - we want to make sure you take a break, and have some time out from work and school during this period, with some fun and engaging online activities.

Make sure you're also following us on our social media channels...

Facebook - PrincesHallAldershot
Twitter - @PrincesHall
Instagram - PrincesHall


What's the situation with shows and events currently?

Based on current Government guidance, we have taken the decision to postpone or cancel a number of forthcoming events at the Princes Hall.

Details of all affected events and current arrangements are available on our website.

Decisions on future events will continue to be made on a rolling basis, and we kindly ask you to bear with us for the time being, if your show isn't currently listed as being either rescheduled or cancelled.

Where possible we are trying to reschedule events rather than cancel them, so that people don't miss out on seeing their favourite shows.

We will continue to follow official guidance from the UK Government and Public Health England carefully. For more information about Coronavirus and the latest public advice, please go to the GOV.UK website.


Can I still buy tickets for shows?

We can't wait to welcome you back to the Princes Hall. Tickets for all our available shows are events can be purchased online.


I've ordered tickets and asked for them to be posted but they haven't arrived yet?

As  the Princes Hall is currently closed and only a limited team are working form home, we can't currently post out tickets. As soon as the Box Office staff are able to operate from the Princes Hall again, all tickets requested for postal delivery will be sent out.


How will I know if a show I have tickets for is rescheduled or cancelled?

If you have purchased tickets for any upcoming shows that have been either rescheduled or cancelled, we will contact you by email and telephone to confirm the new details to arrange an exchange or refund. 

Where possible, we would be grateful if you didn't contact our Box Office to ask about rescheduling or ticket refunds for shows that we haven't announced details of, as this will mean it will take us longer to deal with enquires.

We will endeavour to contact tickets holders by email in the first instance (so please check your inbox, spam folders, etc). For those ticket holders without email addresses (or those we receive 'bounce backs' to our emails), we will try to contact by telephone and finally by letter.

Details of all affected events and current arrangements are available on our website.


What options will I have if I have tickets for an event that is rescheduled or cancelled?

If you have purchased tickets for any upcoming shows that have been rescheduled or cancelled, due to the COVID-19 lock down, we will contact you by email and telephone to confirm the new details, and to arrange an exchange, credit or refund for your tickets. 


How can I check if you can contact me / my contact details are correct?

If you have an online account on the Princes Hall website, you can log on to check and update all your details e.g. name, address, email address, telephone number, etc.

If you don't have an online account then send us an email with your name, address and any changes you would like to make to your contact details, and we can update your account.

If you have said in the past that you don't want us to contact you with information about forthcoming shows and events (i.e. marketing emails and letters), then don't worry, we will still let you know about any rescheduled or cancelled events if you have tickets.


The show I have tickets for has been rescheduled - what should I do / what happens?

If you have purchased tickets for any upcoming shows that has been rescheduled, due to the COVID-19 lock down, we will contact you by email and telephone to confirm the new details, and to arrange an exchange, credit or refund for your tickets. 

We will endeavour to contact tickets holders by email in the first instance (so please check your inbox, spam folders, etc). For those ticket holders without email addresses (or those we receive 'bounce backs' to our emails), we will try to contact by telephone and finally by letter.

Tickets holders will be offered an exchange, credit or refund for their tickets.

The tickets you currently hold will still be valid, and if this new date is convenient, you don't need to do anything (except make note of the rescheduled date). However, if the new date is unsuitable then you will be entitled to a full refund or a credit for a future purchase at the Princes Hall. But please let us know by the date specified.

If you receive the 'Rescheduled Show Information' email, you make your choice online, with just a few clicks. For those ticket holders without email addresses (or those we receive 'bounce backs' to our emails), we will try to contact by telephone and finally by letter to confirm your options and what you would like to do.


The show I have tickets for has been cancelled - what should I do / what happens?

Very few shows have been cancelled, but if you have purchased tickets for any upcoming shows that have been cancelled, due to the COVID-19 lock down, we will contact you by email and telephone to confirm the cancellation, and to arrange a refund for your tickets. 

We will endeavour to contact tickets holders by email in the first instance (so please check your inbox, spam folders, etc). For those ticket holders without email addresses (or those we receive 'bounce backs' to our emails), we will try to contact by telephone and finally by letter.

If you paid by card, we will be able to automatically deal with your refund, and you will receive a confirmation email, once this has been processed. If there are any issues processing your refund, we will contact you. 

If you paid by cash or cheque, we will contact you to arrange your refund.


The show I have tickets for isn't listed as rescheduled or cancelled what should I do?

For the moment don't do anything. As soon as the details of rescheduling or cancellation has been made on any show, we will contact ticket holders by email, telephone or post. As well as adding the details of the show to our website and social media pages.

Where possible, we would be grateful if you didn't contact our Box Office to ask about rescheduling or ticket refunds for shows that we haven't announced details of, as this will mean it will take us longer to deal with enquires.

Decisions on future events will continue to be made on a rolling basis, and we kindly ask you to bear with us for the time being, if your show isn't currently listed on our website.


I need to ask you some else - what should I do?

You can still email us and we will respond to your enquiry as soon as possible