Frequently Asked Questions

FRONT OF HOUSE

• Where is St David’s Hall?
  We are situated in Cardiff City Centre.  Our address is The Hayes, Cardiff, CF10 1AH
• What is the capacity of St David's Hall?
  The maximum is 1979, however, it varies depending on the show/event.

• Which train station is closest to St David’s Hall?
  There are two train stations – Cardiff Central station and Cardiff Queen Street station, both about five minutes’ walk away.

• Where can I park?
  There is a 2,000 space car park on top of St David’s 2 centre and a 550 space car park located underneath John Lewis.  Pedestrian exits from these two car parks will take you directly onto the Hayes.  For more info, please visit St David's Centre Car Parking
  
  There is also on-street parking around the Civic Centre which costs £2.60 in the evenings between 6-8pm.
• What about disabled parking?
  There are Disabled parking on Level P3 at St David’s Centre and in John Lewis car park. There are also limited Disabled parking on Wharton Street (near Waterstones, Cotswold and Howells) which is approximately 100m from the Hall.
  
  Disabled customers can be dropped off / picked up at Wharton Street.

• What facilities are available for disabled customers at the venue?
  If you have specific seating requirements, please inform Box Office at time of booking.
  
  Facilities for wheelchair users include level floors, toilet facilities (on Levels 1, 2, 3, 4 and 5) and low level counters at the Box Office, Cloakroom and Level 3 Bar. Wheelchair users plus one companion can book seats at the rear of the stalls at the lowest ticket price available, subject to availability, for the performance. Customers with walking difficulties may find that stalls seats offer the best access.

          We have an induction loop system which covers the stalls only and an infra red system     
          which covers the upper tiers of the auditorium. To use the infra red system (excluding                Tier 5) you will need to borrow a headset. The infra red system can be used with 
          or without a hearing aid. Please inform Box Office staff at time of booking.

          Event information is available in Braille and large print formats from the desk on the
          ground floor of the Hall, Cardiff Central Library and Cardiff Institute for the Blind. To
          receive your own copy call the Marketing Department on 029 2087 8542.

          Guide dogs are welcome. Please inform the Box Office when you book tickets.         

• What is Hynt?
  Hynt is a national scheme that works with theatres and arts centres across Wales to make things clear and consistent in fair ticketing policy and accessibility.
  
  Hynt cardholders are entitled to a ticket free of charge for a personal assistant or carer at St David's Hall and all the theatres and arts centres participating in the Hynt scheme.
  Visit Hynt to find a range of information about the scheme and to join.  To book your Hynt tickets, please contact Box Office on 02920 878444.
• Do you have a Visual Story for the venue?
  There is a Visual Story to assist your visit to St David's Hall.  It is intended to help prepare visitors for a new experience and become familiar with the surroundings. Please click here (pdf).  
  
  You can also view St David's Hall via Google interactive maps.
• What is the Level 3 Lounge?
  Our Level 3 Lounge is a relaxed and informal lounge that offers an intimate experience of music and comedy and a welcoming bar.  

• Are cameras/recording equipment allowed in St David’s Hall?
  Unfortunately, the making of recordings and photography, with or without flash, is strictly forbidden.  

• Can I get up and dance?
  On certain events such as music concerts, patrons are allowed to stand and dance. Please enquire with Box Office on 02920 878444.
  

• Where is the nearest cash machine?
  There are a few cash machines around the Hall.  The nearest ones are Barclays Bank, Halifax and TSB bank near The Hayes.

• Is it possible to meet artists?
  It is possible to meet artists if there are organised Meet and Greet available.
• Security and checks
  Occasionally, security and checks are undertaken to ensure the safety of our patrons.  Patrons should arrive early at both venues in plenty of time in case of additional security measures.

• Can I bring food and drink into the venue?
  Unfortunately, food and drinks from outside the Hall cannot be taken inside the building.  We do have great bar facilities located on Level 3 & 5 and a new trendy Gin bar – The Gin Lounge is situated on the fourth floor.

• What’s the difference between a doors time and a start time?
  The difference is Doors opening times when the auditorium doors are open to allow patrons in to be seated and the Start time is the confirmed concert/event start.
• Who do I contact about lost property?
  Please call 02920 878444 to speak with the Duty Front of House Manager.
• Can I pay by Credit / Debit card at the food and drink outlets?
  Yes, credit and debit cards are welcome at the food and drink outlets.
• Are pushchairs allowed in the venue?
  Unfortunately, pushchairs are not allowed in the auditorium.  However, there is a 'buggy' area where you can park your pushchairs for children's shows.
• Who is the support?
  Confirmed Support will be advertised on the web and on our social media channels.
• Are there any age restrictions?
  Occasionally, there will be age restrictions due to the appropriateness of the show content.  This will be advertised on the website.
• Can I make signs for my favourite singer/artist so they will notice me?
  Unfortunately, signage is not allowed in the auditorium as this would obscure the visibility for other patrons.
• What should I do if I have a problem at the time of the event?
  Should you have an issue at the time of the event, please raise it with the Duty Front of House Manager who will be happy to assist you.
• Will there be any show merchandise available and can they take credit/debit card payments?
  Occasionally, there will be show merchandise available to purchase within the foyer before and after the show.  The capacity to take credit/debit card payments will be down to the discretion of the promoter selling the merchandise.
• How do I find out the running times of shows?
  Show running times are normally advertised on the event landing page two weeks before the show if available.
• What time should I arrive?
  Please arrive at least 30mins before the event start time as this would allow plenty of time for collecting your tickets at the Box Office (if this delivery method is chosen), security clearance, restroom facilities and refreshment at the bar.  The bars are opened 1.5 hours prior to the performance start time.
• What is your latecomers’ policy?
  To avoid disruption, latecomers can be admitted to the auditorium only when there is an appropriate break in the performance.  The performance can also be viewed via closed-circuit TV on both Level 3 and 5.
• What is your bags policy?

  To ensure the safety of our patrons, St David’s Hall has the following guidelines in place regarding bags. 

• Bags may be subject to a security search upon entry to the venue.
• Prohibited items include drugs, alcohol, weapons and any item considered to be dangerous or inappropriate. There will be a comprehensive list of prohibited items, including event-specific items,  at security check points. Any such items will be confiscated and where warranted surrendered to the Police. Refusal to have bags searched will result in refusal of entry.
• In order to prevent bag searches causing delays, please have your bag ready for inspection on entry to the venue.
• Bags larger than a standard shopping bag ( 15” / 38cm x 18”/ 45cm) are not permitted in the auditorium or during performances in Lefel 1 and can be left in the cloakroom on Level 2 at a cost of £1 per item. This includes suitcases, laptop bags and backpacks.

FOOD AND DRINK

• Do you have bars and when are they open?
  Our bar facilities are situated on Levels 3, 4 & 5 which serve both alcoholic and non-alcoholic beverages as well as snacks.  The bars are opened 1.5 hours prior to the performance start time.

• Do the bars take orders for interval drinks and can I pay by card? Yes, generally for most performances but not all e.g. if there is only a very short time between start & interval.
• Can I bring my own alcoholic drinks?
  Unfortunately, patrons are unable to bring in their own alcoholic drinks.  We have great bar facilities at the Hall situated on Levels 3, 4 & 5 which serve both alcoholic and non-alcoholic beverages as well as snacks.  We also recently opened a new trendy Gin bar called The Gin Lounge situated on the fourth floor serving a choice of over 50 gins, premium spirits & champagnes.  We are also offering delicious wines, more craft beers and a wonderful array of soft drinks.
• Where can I get a bite to eat?
  There are many eateries around town you can choose from.

BOX OFFICE AND TICKETING

• Can I book tickets over the phone and online?
  Tickets can be booked via the phone.  Please call our Box Office on 02920 878444.
  Tickets can also be purchased online via our website.
• My tickets haven’t arrived.  What do I do?
  Please contact the Box Office on 02920 878444.
• I have mislaid my tickets.  What do I do?
  In the event that duplicate tickets are required, there will be a charge of £2.50 per ticket for this service.
• I’ve booked through external agents and haven’t received my tickets, what do I do?
  Please contact the external agent you've bought the tickets from.
• The show I want to see is sold out, how can I get tickets?
  Please contact Box Office on 02920 878444 closer to the time of the event for any returns or releases. If additional seats are released, they will be announced via social media and on our website.
• Do I have to pay postage on my tickets?
  There is an optional £2.00 postage fee for tickets to be posted to you.  (Please note, this is only applicable to UK address only by Standard Mail).  Alternatively, your purchased tickets can be collected on or before the time of the event at the Box Office.  Please allow plenty of time for this service as it may be busy just before the event start.
• Do you sell gift vouchers?
  The gift voucher scheme has been replaced by Theatre Tokens. Theatre Tokens are national theatre gift vouchers that can be used at more than 240 venues nationwide including our own New Theatre, and all of London’s West End.
  
  They can be used for every kind of production – blockbuster musicals, hit plays, operas, pantomimes, classic ballets – the choice is yours.  For more information, please call the Box Office on 02920 878444.
• What happens if a show is cancelled?
  In the event of a cancelled performance tickets must be returned to point of purchase (e.g. if purchased via one of our recognised ticket agents, tickets should be returned directly to them).
• What happens if a show is postponed?
  Occasionally, a show may be postponed due to unforeseen circumstances.  In this instance, we will write to our bookers and inform them of the situation and advise of the new date.  There is no need to return the ticket for the new show but to keep hold of their existing tickets to be used for the new date. 
• Why can’t I get through on the phone?
  Occasionally, we have busy sales periods when new shows go on sale.  During these times, our Box Office assistants are busy processing transactions, however, we bring in extra staff to cope with the demand.
• Can I reserve tickets and pay later?
  We can reserve tickets for 3 days only.
• Where do I go to collect my booked tickets?
  Your online booked tickets can be collected on or before the time of the event at Box Office.  Please allow plenty of time for this service on the day as it does get busy before the event start.
• What are your concessions?
  The following concessions apply to shows indicating reductions in the price panel: Friends of St David’s Hall, Under 16s, Students, *Over 65s, Disabled people (plus one companion) and Unwaged.  Only one discount may apply to each ticket and proof of status is required.  Please state which discount you are claiming at the time of booking.
  
  Wheelchair users (plus one companion) can purchase stall seats at the lowest ticket price for shows which indicates this reduction.  Wheelchair spaces are subject to availability and should be booked through the Box Office, not online, to ensure customers’ specific needs are met.

          Student Tickets
          £5 tickets are also available for concerts in the St David’s Hall Cardiff Classical     
          Series.  Tickets must be collected and will be issued on production of a valid student ID.

          Groups
          We welcome parties of all sizes and offer selected discounts to groups of 10 or more. 
          Please call Box Office on 02920 878444.

          Family Tickets are available for certain events where shown. Please check with Box
          Office at the time of booking.

*This discount may not apply for certain performances.

• What is your Refunds, Exchanges and Duplicates Policy
  St David’s Hall values its patrons’ commitment in booking early and recognises that emergencies sometimes prevent attendance.  Tickets may be exchanged for any other event at the same price or higher (on payment of the difference). The exchange option is not available for sold-out concerts.  If the event falls within a specific season (e.g. Proms, Ballet, etc), exchanged tickets will be offered within the same season.  Tickets must be received at the Box Office no later than 48 hours before the original performance.  There is a charge of £2 per ticket for this service.  (Unfortunately, tickets purchased via the BBC Customer Care Centre or outside agencies cannot be exchanged or resold at St David’s Hall).
  
  Alternatively, tickets will be accepted for resale on the strict understanding that St David’s Hall tickets will be sold first and that resale cannot be guaranteed.  We cannot re-sell tickets unless the originals are first returned to the Box Office 48 hours before the performance commence.  20% of the value of any resale will be retained.
  
  Apart from these two services or the cancellation of a performance, money will not be refunded once tickets have been purchased.
  
  In the event that duplicate tickets are required, there will be a charge of £2.50 per ticket for this service.