Frequently asked questions
First of all, we want to thank you for supporting the Empress Building initiative. We hope to see you soon, but in the meantime, here are a few frequently asked questions. These will answer any questions you may have. If not, get in touch with us; we'd be pleased to offer more assistance.
Q: What time should I arrive?
A: It is always better to arrive early to secure the best seats in the house; alternatively, just sit where you feel most comfortable. Verify the arrival time on the event itinerary; it is often between 18:00 and 19:00 o'clock.
Q: Does your ticket purchase include a seat at a table?
A: Yes, you will always be seated at a table for family and friend's gatherings, tickets should state seated or standing.
Q: I ordered food after purchasing my ticket. Does this come through as a ticket to scan?
A: The Empress has a sophisticated system that automatically links your food order to your ticket if you use the same email address. This system notifies us about your dining arrangements, allowing us to assign you the best seating locations. This process is more efficient for our kitchen staff.
Q: If I order a table for 10 plus 2 additional single tickets, can you seat all 12 of us together?
A: Yes, our system is very intelligent and can allocate tickets for groups of 10 to 30 or more. Even if you order food at a later date, as long as you use the same email address, the system will link your food order to your entry ticket and table.
Q: We’re considering booking an event at your venue, which mentions both seating and standing options. Could you please confirm whether the standing area is positioned in front of or behind the seating?
A: The standing area, typically limited to around 10–20 people depending on the event, is usually located at the rear of the room. This area features a raised floor with poser tables and high chairs.
Q: Can I get a refund if I change my mind after booking tickets?
A: Tickets purchased are generally non-refundable unless the event is cancelled or the date is changed. Refunds, if issued, would be subject to deduction of administrative and transaction fees, which may not be ideal for either the customer or the venue. However, as a gesture of good customer service, if you're unable to attend the event, we are happy to transfer your ticket to another event of your choice, ensuring you don’t miss out.
Q: What parking options are available, and is it free?
A: There is an abundance of free parking available close to the Empress Building; to see a map, click this link.
Q: Can my friends and I still sit together, even though we bought our tickets separately?
A: Yes, we do look for orders that allow us to seat groups of people together when we lay out the table plan. If necessary, just let the staff know when you arrive so they can accommodate you. To give yourselves the best chance of being seated together, get there early.
Q: Will our table be shown to us?
A: Yes, when you arrive, a staff member will welcome you, validate your ticket, and direct you to your table.
Q: Can I reserve a large group table in advance for a special occasion?
A: Yes, we can accommodate any size group, and in some situations, we'll even trim the table for free. To make arrangements, call 01709 803974.
Q: Can we add food afterwards if we didn't add it to our ticket?
A: Yes, there is a choice for a variety of pizzas or a pie and peas supper on the ticket menu; add these and make a transaction for food only. On the night of the event, these can be redeemed.
Q: When and how will I receive my tickets?
A: After purchasing a ticket online, check your spam folder and email inbox for an e-ticket. Print it out and present it at the door to get access. The other option is to display the e-ticket on your mobile device. There is no paper copy delivered through the mail; everything is digital.
Q: Will there be a booking fee for my tickets?
A: There are NO booking fees because we use SOTpay for ticketing.
Q: What time is pie and pea supper served?
A: Pie & Pease and Pizza or served during the interval around 9pm
Q: Do you have disabled access?
A: Yes, we have disabled access through the Goa Spice Restaurant; we also have disabled toilets
Q: If one or more members of our party are disabled, do we all need to purchase disabled tickets?
A: No, you don’t need to book all tickets under the disabled category. The disabled ticket is simply to inform us that we need to contact you to arrange the priority meet-and-greet service and provide personalised assistance to guide you to your seating, it does help adding your phone number.
Q: Do you have baby changing facilities?
A: Yes, we have baby changing facilities; they are located in the disabled toilet facility in the entrance hallway.
Q: Is the ballroom available for exclusive hire?
A: For the ballroom, yes, we can offer exclusive arrangements. please click here
Q: Where is the closest location to stay overnight if I'm travelling?
A: We would suggest a few of the local hotels and holiday lodges by clicking here.
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I hope this helps
Best Wishes
Jemma Evans
General Manager
Empress Building & Ballroom
Tel: 01709 803974
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