Frequently Asked Questions

Front of House

  • Where is Colston Hall?

    Colston Hall is on Colston Street in Bristol city centre. Our address is: Colston Hall, Colston Street, Bristol BS1 5AR

  • Which train station is closest to Colston Hall?

    Bristol Temple Meads is the closest train station. The number 8 or 9 bus runs between Bristol Temple Meads and the city centre, or it takes approximately 20 minutes to walk.

  • Which bus can I get to Colston Hall?

    It depends where you are coming from, but any bus passing through the city centre would be perfect for coming to Colston Hall. Visit First for all bus timetables and information.

  • Where can I park?

    If you are driving to Colston Hall we recommend Trenchard Street car park which is very close to the Hall. On sell-out show nights, or if there are other events in the city centre, the car park can get quite full so please allow plenty of time.

  • What about disabled parking?

    The ground floor level of Trenchard Street car park has a designated disabled parking area. Please see the Accessibility page of this website for more details.

  • What time does the car park close?

    Trenchard Street car park is open 24 hours a day, seven days a week.

  • What is The Lantern?

    The Lantern is our second performance space and is situated in the oldest part of the building. This venue is currently closed throughout our Transformation.

  • Are there any age restrictions to Colston Hall shows?

    Children aged 14 and under must be accompanied by an adult ticket holder. Sometimes certain shows will impose restrictions, most commonly for comedy shows, in which case it will be stated at the time of booking. If in doubt, please call the box office on 0117 203 4040.

  • Can a bring a bag into Colston Hall?

    All large bags, holdalls and rucksacks will not be allowed in the venue and must be checked into the cloakroom.

    We reserve the right to decide if any bag needs to be checked into the cloakroom and conduct any random bag searches.

  • Can I smoke in the building?

    Smoking is strictly prohibited in the building. There are designated smoking areas on Colston Street, Trenchard Street and Level 3 bar terrace. Electronic cigarettes are not permitted in the building.

  • Where is the nearest cash machine?

    The closest cash machine is next to Dom’s Coffee House at the pedestrian crossing on St Augustine’s Parade.

    A little further is the cash machine next to Sainsbury’s Local on Broad Quey opposite the bus stop.

  • Can I bring a camera/video camera to Colston Hall?

    Colston Hall allows non-professional, non-flash photography in our venue spaces unless a ‘No Photography Policy’ is asked for at the request of the visiting artists.  In this case we will announce that photography is not permitted and this will be enforced by the Customer Service Team and Security during the performance.

    Customers found to be ignoring the policy may be asked to delete footage they have taken and may be asked to leave the venue by the management.

    Ipads, mini Ipads, tablets, selfie sticks, cameras with detachable lenses and/or zoom lenses (compact or professional), Go-pros/ Virb cameras, video cameras, drones or recording devices must not be used during a performance.  We reserve the right to decide what is a ‘professional’ camera.

    In some instances customers may be asked to refrain from using photographic and/or recording equipment for child protection reasons.

  • Will I still be allowed in if I am late?

    Latecomers may be asked to wait for a suitable break in the performance before being admitted, unless the artist has requested something different.

  • Will the artist take requests or sign autographs?

    This is up to the artists, who will usually announce any meet and greet opportunities on their websites. This is something we have no control over and we’re unable to give artists items to autograph. It is quite unusual for artists to do request songs – usually their set is decided in advance.

  • What do I wear to a classical concert?

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

  • Where can I store my coat and other such items?

    There is a cloakroom next to the box office on ground floor level and it costs £1 per item.

  • Can wheelchair users access Colston Hall?

    Yes our foyer spaces are fully accessible.

    For more information please visit the Accessibility page of this website.

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

    Doors times are often given when a promoter does not know the production details of a show in advance. It simply refers to when the doors will open. Typically a show will start either 30 minutes or an hour after the doors time. A start time is when the show will start. It could be a support artist or it could be the main artist – the only way to guarantee that you will see all of the show is to arrive at the time on your ticket.

  • Can I come in after the support, and who is the support?

    We rely on information given to us by promoters about their productions. It is not uncommon for us not to know any information about support artists in advance. However, where we do have that information in advance we will endeavour to let audiences know via our social media channels and on the digital signs located on level 1 and the ground level of the foyer. You may enter the concert at the interval following the support act.

  • Who do I call about lost property?

    Call the box office on 0117 203 4040 and a member of staff will look to see if we have the item.

    Items left for longer than three months are donated to charity.

Working at Colston Hall

  • How do I get a job at Colston Hall?

    Any jobs and tenders that become available are advertised on theJobs and Opportunities page of our website.

  • Can I do my work experience at Colston Hall?

    Bristol Music Trust is inviting 10 young people in Year 10 from across Bristol to come behind the scenes and join us for a week of work experience from 1st-5th July 2019.

    For more information visit our work experience pages.

Food and drink

  • Do you have bars and when are they open?

    Yes, we do have bars and they are open 30 minutes before the start of a show.

    Our café Bowl of Plenty is located on the lower ground floor of Colston Hall’s Foyer and is open Monday – Friday, 9:00am – 3pm.

  • What can I get at the bar?

    We serve a range of alcoholic and non-alcoholic drinks plus coffee, tea, sweets and ice creams.

  • Can I bring my own alcoholic drinks?

    No, as we are licensed building for the selling and drinking of alcohol, customers cannot bring their own alcohol into the building.

  • Where can I get food at Colston Hall?

    Our café Bowl of Plenty is located on the lower ground floor of Colston Hall’s Foyer and is open Monday – Friday, 9:00am – 3pm.

    Bowl of Plenty has a changeable menu serving delicious and nutritious soups, chillies, stews, salads and all kinds of bowl foods as well as offering toasties, homemade cakes and great breakfast choices; plus and a full menu of coffees, teas and soft drinks including a Kombucha range.

Box office and ticketing

  • Do you sell gift vouchers?

    Yes. Gift vouchers are available online and from the box office – either visit us in person or call 0117 203 4040.

  • Can I get a refund on my tickets?

    Tickets cannot be exchanged or money refunded.

    Tickets may sometimes be returned at the management’s discretion if an event has sold out, the tickets were purchased directly from our Box Office and the tickets can be sold on to other customers. In this case we credit the value of the tickets (not including any booking fees) to the customer’s account with the Colston Hall, so that the money can be redeemed against any future ticket purchases.

    Any credit on your account can be used online, over the phone or in person at the Box Office.  Credit will expire if unused after 12 months.

    We cannot refund or credit any tickets purchased through a ticket agent.

  • What happens if a show is cancelled?

    If a performance is cancelled, you will be offered a rescheduled date where possible, or a refund of the face value of the ticket only.

  • Why can’t I get through on the phone?

    If you’re calling during our opening hours, it could be because we’re very busy. If you are trying to book for a popular show on first day of sale there will inevitably be a queue. Please be patient, we are answering as quickly as possible and we will get to you. Alternatively please book online.

  • What is my booking reference number?

    If you contact the Box Office they may ask you for your name and address, or a sale ID as a reference.

  • Can I reserve some tickets and pay for them later?

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

  • I have booked tickets for an event at another venue and need to collect the tickets. Where do I need to go?

    If there is time, your tickets will be posted to you. If not then your tickets will be available for collection at the venue where the event is taking place and normally from 30 minutes before the start time.

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

    Firstly, don’t worry, it happens from time to time. Are you sure you’ve left enough time for the tickets to have arrived? If there is plenty of time until the show, give it a little while longer. In our experience the vast majority of tickets will arrive. If the show is soon then give us a call, we’ll take the details and duplicate your tickets on the night.

  • I have mislaid my tickets, what do I do?

    Please contact the box office. Lost and forgotten reserved seated tickets can be reprinted at a cost of £1 per ticket. General admission or standing tickets cannot be reprinted.

  • Why will you not duplicate my tickets in advance?

    It is much safer to simply collect your replacement ticket on the way in. That way, you know that you’ll get into the show and we know that you have your ticket.

  • I’ve booked with an agency and haven’t received my tickets, what do I do?

    You need to contact the agency that you booked with. We don’t hold any of your details and will not be able to directly help you. Agencies often post out very close to the show date, so they may not have been posted yet. If you have lost your tickets or you are worried about them, contact the agency you booked through and, if necessary, they will contact us with your details.

  • I’ve been told by my agency to collect from the box office, when can I do this?

    It’s best if you collect on your way into the show – that way we should have received the correct information from the agency. If, for instance, you arrive in the morning, we’ll probably have to advise you to come back later.

  • I’ve been told I’m on the guest list, can you check for me?

    It’s unlikely that we can check for you. We tend to get guest lists about 30–45 minutes before the show starts by which time our phone lines will be closed.

  • I bought my tickets from somebody on an auction site and they’ve not arrived, what do I do?

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

     

  • What are you doing about secondary ticketing?

    We are aware that sometimes you can’t get tickets for the shows that you want, and it can be very frustrating when they are listed at inflated prices on auction sites. Promoters often limit the amount of tickets available to one customer and we monitor for suspicious activity.

    Tickets resold at a higher price will entitle Bristol Music Trust to cancel the tickets without prior notification and the holder may be refused entry. This is an important reason why you should only buy tickets from a reputable source.

     

  • The show I want to see is sold out, how can I get tickets?

    We recommend that you keep in touch with us. Sometimes we have tickets returned or some that become available for any number of reasons. You should call us in the last week before the show and especially on the day.

  • Why do I have to pay a booking fee?

    As of April 2013, legislation has changed that 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 our ticket prices are advertised including the booking fee.

    This fee contributes to our ticket retail, distribution and technology costs. The amount of these fees helps us cover the costs of getting your tickets to you and technology costs. It helps us to stay an effective business, which in turn, allows us to reinvest in Bristol Music Trust, our technology and the services we provide.

  • What if my question isn’t answered?

    Give us a call on 0117 203 4040 and we will be happy help.

  • Do you issue eTickets?

    We are yet to implement eTickets. This is something we are looking to do in the future.

  • Do I have to pay postage on my tickets?

    The postage costs on transactions are £1.50 when tickets are purchased over the telephone and online. No postage costs occur when tickets are purchased over the counter.

  • How much does it cost to phone the Box Office on 0117 203 4040?

    Calls will be charged at your standard network rate. Our old 0844 number has been changed to 0117 203 4040 meaning there is no additional cost to your call on top of your standard network rate.

Security at Colston Hall

Following the London terrorist attacks and Manchester Arena bombing in 2017 we have consulted with Avon & Somerset police and also our colleagues in similar venues all over the country.

All venues are taking advice from police in our areas and our staff  have been trained in increased vigilance.

The threat level in the UK has been maintained at the same level as it was prior to the attacks, and we are in contact with the Police who will let us know if this changes.

If we are advised at any point in the future of an increased threat level we will take immediate action.

  • What are Colston Hall doing to ensure customer safety?

    Your safety comes first and we have been trained in increased vigilance to ensure your safety.

    Ticket checking will be undertaken with great care and perseverance.

  • Are bags allowed?

    We have never allowed large bags into the auditorium.

    All large bags, holdalls and rucksacks will not be allowed in the auditorium and must be checked into the cloakroom. We reserve the right to decide if any bag needs to be checked into the cloakroom and conduct any random bag searches.

Giving feedback

Your opinion is really important to us and we want to know what you think so we can improve the services that we provide.

  • How can I leave feedback?

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

    By phone – call the box office on 0117 203 4040 and they will be able to advise/direct you to the relevant person.

    By e-mail – you can e-mail us at hello@colstonhall.org

    By letter – You can write to us via our Freepost address,

    Colston Hall
    Freepost BS4529
    Bristol
    BS1 5BR