FAQ

What are your COVID-19 Policies?

Patrons who hold tickets for shows scheduled prior to March 2020 have 2 options:

  • Hold on to your tickets as they are valid for any rescheduled date for the purchased show.
  • Exchange your tickets for a voucher valid for the original purchase amount (voucher good for any available show through December 31, 2022)

If you are requesting a voucher you MUST contact the box office 30 days before the show you hold tickets to. Any voucher requests made after that point will not be granted. If you can provide proof of a positive COVID test within the 2 weeks before the show we will grant you a voucher in that case.

The venue will not be requiring a negative test, proof of vaccination or masks. The venue will adhere to artist requests regarding COVID-19, if any artist has specific restrictions, the venue will reach out to ticket purchasers via email to inform them of the requirements.

 

Do you charge for parking?

Yes! On-site parking is $10 cash only upon arrival.

 

Are you handicap accessible?

Yes! The venue has wheelchair ramps, elevators and ADA seating. If you are purchasing tickets online and are seeking ADA seating, please refer to the seats labeled -WC or -CH.

*Please note these seats are often physical chairs and not standard theatre seating – please call our box office if you have questions regarding handicap seating.

 

What’s your refund policy?

As stated in the terms and conditions when you purchase your ticket, we do not allow any refunds or transfers for any reason other than artist cancellation. We do have ticket insurance available for purchase with your ticket that allows refunds in certain situations so we encourage you to add that on.

 

Can we resell tickets?

No! Tickets are not permitted to be resold under any circumstance. If your tickets are given away, or someone is attending the event in your place, you must call the box office at 608.355.1222 to confirm the new ticket holders name. The Crystal Grand has no tolerance for fake tickets, and this is the only way to ensure that duplicates or fraudulent tickets are not being sold/given away.

Please keep in mind that eTix is our official ticketing partner, and the only ticket type that we can guarantee as valid.

 

Do you have food and drinks available for purchase?

Yes! We have a full bar and concessions available for purchase.

 

Can we bring cameras?

No! Our house rules are no flash photography, video recording, go-pros, tablets or professional cameras. Cell phones are the only device permitted, if you have any of the other above listed items on you, security will ask you to return it to your vehicle.

 

Do you have hearing devices for the hard of hearing?

Yes! If you require these devices, please ask box office upon your arrival to the show.

 

Will I have to go through security upon entering the venue?

Yes! Our professional security staff will search you with a metal detector and check your bags upon entry to the lobby area. Please keep in mind that we are a weapons free venue, this means fire arms, knives, pepper spray or anything else our security deems unsafe upon your arrival are strictly prohibited. If any of the above listed items are found on you, you will be asked to return them to your car.

*Please keep in mind that the Crystal Grand also does not allow any food or beverage carry-ins.

 

Are children allowed to attend the show?

We do allow children under the age of 18 with a parent or guardian. If you are bringing a child, they are required to have their own ticket, regardless of age. The venue reserves the right to refuse access to a child if security and management deem it unsafe for that child to be there.

 

When can I access the theatre?

The physical box office is open M-F 9am-5pm, as well as all 9am-show end on show days. If you have will-call tickets, you can pick them up as early as you would like. You can access your physical seats on show days an hour before the show starts.

 

Can I rent out the Crystal Grand?

Yes! The theatre and lobby are available to rent, if you are interested in renting the space, please contact crystalgrandsocial@gmail.com.