Guest Services & Policies

Ticket Policy

A ticket is required to enter the theatre all ticketed events at CityStage & Symphony Hall. Anyone over age 2 must have a ticket. CityStage & Symphony Hall are handicap accessible. Accessible seating is available but a ticket is required for these sections. All sales are final; no refunds or exchanges


Parking for most ticketed events at CityStage & Symphony Hall is free. Free parking begins one hour prior to performance and ends one hour after performance. You must park in the appropriate garage for each venue and present your event ticket stub when exiting to receive free parking. For more information, see Parking.

Late Arrival

Doors open one hour prior to show time. Late seating will be at the discretion of management and may require late patrons to wait to enter the theatre or take an alternative seat until intermission or a designated break in the performance.

Electronic Devices & Photography

Flash photography and audio or video recording devices are prohibited. Some performances may prohibit all photography. Cell phones, pagers and other electronic devices should be silenced prior to entering the theatre. Text messaging and other uses of devices that cause unnecessary light are prohibited in the theatre. Use of cell phones during performances is disrespectful to the artist and other patrons and is not permitted during the performance.

Prohibited Items

Large bags, balloons, laser pointers, noisemakers, whistles, air horns of any type, coolers, bottles, cans, drugs, outside alcohol and weapons of any kind, including knives, are not allowed in CityStage & Symphony Hall. CityStage & Symphony Hall management reserves the right to search all bags and purses and confiscate prohibited items.

Food & Beverages

No outside food or beverages are allowed. Food and beverages are available for purchase at both Citystage & Symphony Hall. Food and beverages are allowed in the theatre for most performances. However, management and presenting productions reserve the right to not allow food and/or beverages into the theatre.

Alcohol Policies

CityStage & Symphony Hall have the right to deny alcoholic beverage service to anyone and will eject anyone under the age of 21 who is observed consuming alcohol or appears intoxicated. We reserve the right to refuse admission or eject patrons from the theater if they appear intoxicated or cause a disturbance during the performance. Alcoholic beverages are not allowed outside CityStage & Symphony Hall.

Hearing Impaired Devices

CityStage & Symphony Hall are equipped with Assisted Hearing Impaired Devices. These can be obtained at the concession stand at CityStage and the Box Office at Symphony Hall. A photo ID must be left in order to take a device. Your ID will be returned when you return the device at the end of the performance.


There is no smoking permitted inside CityStage & Symphony Hall. If you leave the building to smoke, you must have your ticket for re-entry.


All patrons must maintain appropriate behavior at all times. Any patron using offensive language, engaging in disorderly conduct, disturbing other patrons or violating any theatre policies may be ejected from the venue and may be subject to arrest. Ejected patrons will not receive a ticket refund.


Merchandise is available for sale for select performances. Show-related merchandise is sold by the show’s producing organization and therefore CityStage & Symphony Hall are not responsible for defective merchandise.


First Aid

CityStage & Symphony Hall are equipped with first aid kits. If you are in need of medical attention please contact a staff member for assistance.

Lost & Found

If an item is lost during an event, please see a CityStage & Symphony Hall staff member. If you discover an item missing after an event please call the CityStage & Symphony Hall Events Manager to inquire about possible recovery at 413-788-7646. CityStage & Symphony Hall are not responsible for lost or stolen items in the theatre.

Accessible Seating

CityStage & Symphony Hall are handicap accessible. Accessible seating is available but a ticket is required for these sections because seating is limited. Our staff will do our best to accommodate anyone without an accessible ticket that is in need of accessible seating.

Backstage Access

CityStage & Symphony Hall personnel and show production staff have exclusive access to the backstage and all support areas.  No one without credentials or staff accompaniment is allowed backstage at any time.

Third-Party Tickets

CityStage & Symphony Hall cannot guarantee the authenticity of tickets that are obtained through any third party that is not one of our listed points of purchase.

If you choose to purchase from a third party:

  • We cannot be responsible for tickets purchased through unauthorized third parties
  • Your tickets cannot be replaced if lost or stolen
  • We cannot guarantee that your tickets are valid and therefore cannot guarantee admittance
  • You may be paying much more than the ticket’s face value
    We cannot contact you with information regarding time changes, show cancellations or other information.