Frequently Asked Questions

Coronavirus (COVID-19)

As coronavirus (COVID-19) continues to spread, the health and wellbeing of all Cheltenham Trust customers, volunteers and staff continue to be our priority. We are closely monitoring the situation and following Government and Public Health England’s advice and guidance.


The latest guidance from the Government, as of Thursday 12 March, is that the UK has moved to the delay stage of its response to coronavirus. From Friday 13 March all people with flu-like symptoms – a fever above 37.8C or a persistent cough should self-isolate (stay at home, away from other people) for seven days. However, the Government has reiterated that there is currently no need to close or curtail cultural or sporting activities. Based on this guidance, The Cheltenham Trust’s venues are open and operating as normal.


Customers are advised that refunds requested on ticketed events will not be issued unless the event is cancelled, or the venue is closed following government advice. Hirers requesting cancellation of bookings (up to May 2020) will be offered the opportunity to reschedule, or to be refunded (minus the deposit paid) as our venues will remain open until government advice states otherwise.


This situation will be continually reviewed and updated, as required, to reflect government and health advice.


The focus remains on communicating the importance of hand hygiene in limiting the spread of the virus. The key message is that it is vital that everyone takes personal responsibility for being vigilant with personal hygiene to help minimise the risk of the spread of coronavirus while continuing to deliver our operations as normally as possible.


In light of the national advice, posters and digital messages have been displayed in all our venues, toilets, websites and social media platforms, advising on the importance of handwashing and personal hygiene. Additional hand sanitisers have been provided and we are checking and replenishing them and soap.

What time is your Box Office open and how can I contact them?

Our Box Office opening times are:

Monday – Friday: 10am – 5.30pm and 45 minutes before the published start time of an event.
Saturday, Sunday and public holidays: closed (unless an event is taking place, in which case the Box Office will be open 45 minutes before the published start time of the event)

Our Box Office contact details are:

01242 528764

How do I provide feedback as a customer to your venue?

We welcome your feedback as it helps us continually improve our offer to our customers across our venues. If you would like to give us feedback please email customer.contact@cheltenhamtrust.org.uk

I’ve broken my foot; will it be possible to change seats so that I’m on the end of a row?

Unless a show is sold out, our customer contact team will try their best to relocate you to the end of an aisle.

Is there disabled parking and, if so, where is it?

Cheltenham Town Hall has three disabled parking spaces available for select events. To enquire about disabled parking availability for the event you are attending, please contact our customer contact team customer.contact@cheltenhamtrust.org.uk

Do you have disabled access, disabled toilets? Are you accessible for wheelchairs? Do you have a dedicated wheelchair area within the auditorium and where is it?

Yes, Cheltenham Town Hall has ramped access to the front of the building and the ground floor of the venue is accessible for wheelchairs. There is a disabled toilet located at the rear of the venue. We are able to accommodate wheelchair users on the ground floor in our Main Hall, Pillar Room, Drawing Room, Holst Suite and Regency Café.

If you require a wheelchair and would like to attend an event, please contact our customer contact team to book your ticket and discuss your requirements.

Do I have to climb stairs to the auditorium as I have limited mobility?

Our auditorium is located on the ground floor and is accessible for customers with limited mobility. The balconies are only accessible via stairs, without lift access.

If you have limited mobility or accessibility requirements, please contact our customer contact team to book your ticket and discuss your visit.

Do you have a hearing loop system?

Yes we have a hearing aid loop downstairs in the auditorium.

Do you offer free or discounted tickets for disabled people and/or carers?

Disabled concessions and carer tickets are available for select events. For further information please contact our customer contact team.

I have a guide dog, can I bring it to an event?

Yes, registered guide and assistance dogs are permitted at events. Please contact our customer contact team to discuss your requirements.

Can I pre-order my drinks?

Yes you can pre-order your interval drinks at the bar before the event starts. We can’t currently take pre-orders for drinks before an event but hope to be able to offer this service in the future.

Can I buy food at the venue?

Yes our Regency Café and Pillar Room Bar serve sandwiches and salads as well as crisps and snacks. Hot dogs and nachos will be available for select events.

Can I bring food and/or drink in to the venue?

Food and drink cannot be brought into the building, unless purchased from our on-site café or bar.

What time is your café/bar open?

The Pillar Room Bar will be open at least 45 minutes before the published start time for an event and will close during the event. The bar will open again during the interval.

The Regency Café is open for select Main Hall events, opening at least 45 minutes before the published start time for an event and will close during the event. On occasions when the café is open before an event it will also be open during the interval

Do you serve vegetarian/vegan food?

We will be serving a vegan and vegetarian range of sandwiches and salads from 1 December 2019.

How do I get to the Town Hall by public transport?

By train:

The nearest station is Cheltenham Spa, which is 1½ miles from the Town Hall and taxis are readily available from the station.

Stagecoach’s Service D bus also runs regularly from the train station to Clarence Street in the town centre, which is a 5-10 minute walk from the Town Hall. For timetable information, please check Stagecoach’s website.

By bus:

National Express coaches serve Cheltenham Bus Station, which is located in the centre of Cheltenham, just a short walk from Cheltenham Town Hall.
Local bus services operate in and around Cheltenham and neighbouring towns and villages.
For further information on public transport options in and around Cheltenham, please see Cheltenham Borough Council’s website.

By car:

Cheltenham is located off junctions 10 and 11 of the M5 and on the A40 from London and Oxford. Please be aware you can only exit the M5 at junction 10 in a southbound direction, and can only access the M5 at junction 10 if you intend to travel on the northbound carriageway.

To find Cheltenham Town Hall, follow signs for ‘Town Centre’.

Do you have parking?

We do not have customer parking available on-site, except for three disabled spaces that may be available for select events.

There is ample on street parking adjacent to the venue on Imperial Square and there is a car park a short three minute walk from the venue, located on Rodney Road.

For further parking information, please see Cheltenham Borough Council’s website.

I think I left my phone in the Town Hall, how can I get it back?

Please contact our customer contact 01242 528764 for lost property enquiries.

I’ll need to leave before the end of the show to catch my train, can I leave the auditorium before the end?

We request that if customers need to leave the auditorium before the end of an event, that they do so without causing disruption or disturbance to others.

I’m going to be late for tonight’s show, can I still get in after it starts?

We recognise that sometimes people will run late due to circumstances beyond their control. However, to minimise disruption to other customers and the performers, you will be seated at a suitable break in the performance at the nearest available seat, which may not be the allocated seat you booked. You are welcome to move to your allocated booked seat during the interval.
Please be aware that some performances have a strict ‘no latecomers’ policy. In this case, you will be requested to wait until the interval to take your seat.

What time does the show start tonight?

Please check the event page on this website or contact our customer contact to confirm the start time for an event. The start time will be included on your confirmation email and listed on your printed ticket.

I’m looking for tickets for a sold out event, do you have any returns?

We do not accept returns, however you are welcome to contact our customer contact team and ask to be added to the waiting list for an event, should press or guest tickets become available. Please state how many tickets you require, your name and telephone number and they will contact you if tickets become available.

I want to book two tickets together for an event but there are only single seats left, can you help me?

Unfortunately we are unable to move customers’ seats once paid for.

I can’t come to tonight’s show now, can I get a refund or hand my ticket back in for resale?

All tickets are non-refundable, except when an event is cancelled or in exceptional circumstances. We can try to resell any unwanted tickets for sold out events, however any unsold tickets still available will take priority. If we have a waiting list for a sold out event and are able to resell your ticket, a credit to the value of the tickets, less the booking fee, will be made to your account.

Please contact our customer contact team for further details.

I want to buy tickets for an event but I don’t live in the UK. How can I buy tickets and can I get them sent to me abroad?

We are unable to post tickets abroad, however you are welcome to book via our website and select to collect the tickets directly from our Box Office in advance of the event, or when our Box Office opens 45 minutes before the event starts.

What age are children required to have their own seat rather than sit on a parent’s lap?

Children from the age of three are required to have a ticket.

Do you have a waiting list for sold out events? How do I get on it?

You are welcome to contact our customer contact team and ask to be added to the waiting list for an event, should press or guest tickets become available. Please state how many tickets you require, your name and telephone number.

Can I collect my tickets on the night of the event or do I have to get them in advance?

Yes, you can collect your tickets 45 minutes before an event starts. You will be asked to confirm your name and billing address and may be required to present ID.

I’ve lost my tickets, can I get them printed again?

Yes we can reprint lost tickets. Please contact our customer contact team to organise the collection of the reprinted tickets. You will be asked to confirm your name and billing address, and may be required to present ID, before the tickets can be reprinted.

Can I bring my baby/toddler to an event? Do I need to buy the baby/toddler a ticket?

You may bring your baby or toddler to an event, but if they start to cry or are unsettled, we kindly request that you take them out of the auditorium until they are ready to return without disrupting other customers and/or the performers/artists.

If your baby/toddler can sit on your lap comfortably throughout the performance, without causing disruption to you or others, you are not required to have a separate ticket for them. However you may prefer to have an allocated seat for them so that you have the extra space available should you need it.

How do I find out if there is an age limit for an event?

We will advertise age limits for shows either on the event page on our website, or in our What’s On brochure. If an event does not have an age limit/recommendation and you would like to understand if it is appropriate for a certain age, please contact our customer contact team to discuss.

Can I bring my dog into your venue?

Registered guide and assistance dogs are allowed into the venue. We kindly request that all other dogs are not brought into the venue.

Is there a cloakroom at the venue?

We endeavour to offer a cloakroom service for most of our events. Please check with our Front of House team on the night.

I want to know when tickets for a particular event will be going on sale, how do I find out?

Please check our Facebook or Twitter for on sale announcements, or see our website for updates. Alternatively you can contact our customer contact team and ask to be contacted when a particular show goes on sale.

How can I find out the start and finish times for an event?

Please contact our customer contact team. Alternatively, please check with the door staff upon entrance to the event.

How can I find out if there will be an interval for an event and what time the interval will be?

Please check with the door staff upon entrance to the event for the proposed interval time as this can vary depending on the type of performance and/or request from the performers/artists.

How can I find out how long an event will be?

Please contact our customer contact team or check with the door staff at the event.

Does the venue have air conditioning?

Cheltenham Town Hall does not have air conditioning, however during periods of hot weather we do everything we can to ensure the building is kept at a comfortable temperature.

Does the venue have heating?

Yes, the venue has heating.

Call us on 0844 576 2210 or email boxoffice@cheltenhamtrust.org.uk