FAQs

When you’re browsing our site, we hope you can find all of the information you need on relevant pages, whether that’s: What’s On, Plan your visit, Be Creative, Support Us, Hire Us, or other pages.

If you still can’t find what you’re looking for, use the regularly asked questions below or feel free to get in touch.

How do I login to my Bristol Beacon account?

Login to your customer account here.

If you are a new customer, you can register an account with us.

I’ve forgotten my password

You can reset your password via our login page.

Click the link with text “Forgotten your password? Rest here” and follow the steps to create a new one.

I have not received a password reset email

Password reset emails should be delivered within a few minutes of requesting. Sometimes our forgotten password emails get diverted to spam and junk folders. Please check your email inbox and spam folders for the following:

• emails from boxoffice@bristolbeacon.org
• emails with the subject line “New Password”

The password reset link in the email is valid for 12 hours. If you have problems using the link, a temporary password is also included in the email. You can use this password to enter into a ‘Temporary Password’ field on the Forgotten Password page.

If you have checked your inbox, spam and junk folders and there is no email from us after 5 minutes, please contact us.

How can I contact Box Office?

Please contact the box office by email with our contact form.

Our standard in-person box office and phone opening times are: Tue-Fri, 10:00-17:00

You can also contact us via Twitter, Instagram or Facebook, and we will aim to answer any questions as soon as possible.

How do I book tickets or enrol?

You can purchase tickets to events or enrol onto activities online, over the phone or in person. For detailed information on how to book or how to enrol, visit our Plan your visit pages.

I’ve purchased a Membership but I can’t buy tickets

Bristol Beacon Members are entitled to priority booking (or pre-sale) for most events. If an event has a members’ pre-sale it will be advertised on the event page with a countdown timer.

Members are able to access priority booking if you hold an active membership and you are logged in.

Priority booking usually opens at 10am. Dates for the priority booking period change, but often they are 24 hours before general sale (eg on Thursday before a Friday general sale). The dates of pre-sale and general sale are advertised on each event page.

I want to book a wheelchair space

Wheelchair spaces at Bristol Beacon are available to anyone with access requirements. The easiest way to book a wheelchair space is to complete an Access Register form and let us know your access requirements.

As a member of our access register (which is free), you’ll receive priority booking for shows and events and a free ticket for your personal assistant.

View information about wheelchair spaces at Bristol Beacon.

Where can I view seating plans?

Bristol Beacon includes three performance spaces with seated formats: Beacon Hall, Lantern Hall and Weston Stage.

View seating plans

What are e-tickets?

E-Tickets are digital tickets. You will receive your tickets via email. The email will come from the address boxoffice@bristolbeacon.org with the subject line “Your tickets are ready”.

I haven’t received my e-ticket, what do I do?

Check your spam folder for an email from boxoffice@bristolbeacon.org. You can also view and download your purchased e-tickets at anytime by logging into My Account.

Why do I have to pay a booking fee?

Legislation implemented in April 2013 means we need to charge the same booking fee regardless of payment method. We charge a booking fee of 9% of the ticket value. All of our advertised ticket prices include the booking fee.

This fee contributes to our ticket retail, distribution and technology costs, which in turn allows us to reinvest in Bristol Beacon, our technology and the services we provide.

Can I get a refund on my tickets?

We cannot refund or exchange purchased tickets. We cannot refund or credit any tickets purchased through a ticket agent (for example See Tickets).

You can sometimes return tickets (at our discretion) if purchased directly from our Box Office, as we may be able to sell them on to other customers. Please contact us if you wish to return your tickets.

What happens if you cancel a show?

If we have to cancel a performance, we will offer you a rescheduled date where possible or a refund of the ticket’s face value only.

Can I reserve some tickets and pay for them later? 

We can reserve tickets for two working days. We cannot reserve tickets in the last two days before a show or on the first day of sale.

I have not received my tickets. What do I do about it?

The majority of our events use e-tickets. You can view and download your purchased e-tickets at anytime by logging into My Account.

Some events still use physical tickets. In these cases we will post tickets to the address used on your order. If the show is soon, and you haven’t received your physical tickets, please give us a call on 0117 203 4040 or email via our contact form.

If you booked via a ticket agency (for example See Tickets) you will need to contact the booking agent directly as we don’t hold any of your details and cannot help you.

I have lost my tickets, what do I do?

If you purchased e-tickets you can view and download them at anytime by logging into My Account.

If you’ve lost your physical tickets, please contact box office. Lost and forgotten reserved seated tickets can be reprinted at the cost of £1 per ticket. We cannot reprint general admission or standing tickets.

I bought my tickets from an auction site / social media, and they’ve not arrived, what do I do?

We’re sorry, but we’re unable to help you. We don’t advise you purchasing tickets in this way.

Do I have to pay postage for my tickets?

The postage costs on transactions are £1.50 for physical tickets purchased over the telephone and online.

There are no postage costs when you purchase physical tickets over the counter or when you purchase e-tickets.

How do I get to Bristol Beacon or Beacon Music Centre?

Our Plan your visit pages have information about how to get to Bristol Beacon and Beacon Music Centre.

Where can I find access information?

Our Access pages include information about accessible facilities at our venues and venues that we present events in. You can join our Access Register that offers free personal assistant tickets and priority booking.

Where can I order food and drink?

Bristol Beacon has bars on the lower ground floor, level 1 and terrace which are open for events. Bristol Loaf is our café on the lower ground floor serving a delicious range of food and drink everyday.

There are no public food and drink facilities at Beacon Music Centre.

For more information visit our food and drink pages to find out opening times, menus and special events.

Can I bring a bag to Bristol Beacon or Beacon Music Centre?

Our cloakroom is not currently open at Bristol Beacon. We ask you not to bring large luggage items with you to the venue.

At Beacon Music Centre large bags are permitted for carrying instruments or music. There is no cloakroom or locker at Beacon Music Centre.

Do you have a smoking area?

At Bristol Beacon there are designated smoking areas on Colston Street, Trenchard Street and Level 3 bar terrace. We do not permit electronic cigarettes or cigarettes inside the building.

Beacon Music Centre is a no smoking site.

Can I take photos or videos at Bristol Beacon?

You can take photos and record videos in our venue spaces on a personal mobile device or camera unless a ‘No Photography Policy’ is asked for at the request of the visiting artists.

Please do not use tablets, selfie sticks, cameras with detachable or zoom lenses, Go-pros/ Virb cameras, drones or recording devices during a performance.

Will I still be allowed in if I am late?

Latecomers may need to wait for a suitable break in the performance before being admitted.

Will the artist take requests or sign autographs?

Autographs are the artists’ decision. They will usually announce any meet and greet opportunities on their websites or social media.

It is unusual for artists to perform requested songs – usually, they have decided their set in advance.

What do I wear to a classical concert?

Wear whatever you feel comfortable in – there is no dress code.

What’s the difference between a doors time and a start time?

Doors time is when the venue doors open. It is often when the bar also opens. Start time is the start of the live performance. Typically a show will start 30 minutes after the doors time.

What happens if my event is canceled?

If we have to cancel a performance, we will offer you a rescheduled date where possible or a refund of the ticket’s face value only.

How will you contact customers when events are rescheduled or cancelled?

If we have to cancel or reschedule an event, we will contact you via email immediately. We will let you know if a new date is confirmed, or likely to be confirmed soon.

When will you announce a new date for my rescheduled event?

We are working to reschedule as many events as possible. It can take time to confirm new dates for some events for several reasons, including local, national or international restrictions and changes to calendar or artist availability. We will update you as soon as a new date is confirmed.

The original date of my event has passed, and I haven’t received a confirmation of a new date. What do I do now?

The original date of your event may have passed, but your tickets will still be valid for any future rescheduled date for that event. You don’t need to do anything, we will contact you as soon as a new date for your event is confirmed.

Will I get a refund if the event I have tickets for has been cancelled or rescheduled?

If an event cannot occur on the original date, we will first try to reschedule and notify customers. If you cannot attend the rescheduled date we will offer a refund.

If a rescheduled date is not possible and we have to cancel the event, we will refund the ticket’s face value.

Can I get a refund if I have Coronavirus symptoms or need to isolate?

Refunds are not available due to sickness or ill-health, however we do offer ticket protection via Booking Protect, which is available when you purchase your tickets.

If you have Coronavirus symptoms or need to isolate, please do not attend an event. If an event is cancelled or postponed, you are entitled to a refund.

What does Booking Protect entitle me to?

If you have purchased refund protection through Booking Protect and feel that you have a claim to make, please get in touch with them directly via info@bookingprotect.com

Booking Protect has responded to the covid pandemic by offering protection holders a refund if they:

• Can evidence a positive COVID-19 test result.
• Are required to self-isolate and can evidence this.

I’ve been asked to donate my refund. What does this mean?

We will have emailed you if your event has been cancelled or rescheduled. In this email, we may have asked you to consider donating the refund value of your tickets if you feel you are able.

As a music charity, a donation of your ticket refund will help us significantly meet the costs of event cancellations and assist our artist support work.

What is your security policy?

We want everyone to feel safe when the visit us and we work hard to ensure that we provide secure environments for our events and activities.

We are in regular contact with Avon & Somerset Police, as well as our colleagues in similar venues all over the country, and the advice they give us informs the security measures we have in place to keep you safe.

What are Bristol Beacon doing to ensure customer safety?

Our front of house team are trained in increased vigilance to ensure your safety. This might sound scary, but it simply means they’re alert and will investigate any strange behaviour or things that seem out of the ordinary.

How do you ensure the safety of children?

We believe that the safety of children and young people is paramount and all children have the right to be safeguarded. We have robust safeguarding procedures and all staff have a responsibility for upholding them.

To find out more about how we ensure the safety of children, read our safeguarding statement and policy.

How can I leave feedback?

We are always looking to improve our service, so your feedback is crucial.

You can let us have your feedback in any of the following ways:

• Phone our box office on 0117 203 4040, and they will be able to advise/direct you to the relevant person.
• Submit an online form via our Contact pages
• Email us at hello@bristolbeacon.org
• Write to us via our Freepost address:

Bristol Beacon
Freepost BS4529
Bristol
BS1 5BR