FAQ
FREQUENTLY ASKED QUESTIONS
Below are our most frequently asked questions. They are broken down into four categories: General, Tickets, Theatres, and Shows. If the answer you're looking for isn't listed, please contact Audience Services at 888-746-1799 or send an email to [email protected].
GENERAL
What do you do?
We own and operate the Golden Gate and Orpheum Theatres and are the pre-eminent theatrical entertainment company in San Francisco.
We consistently deliver the ultimate theatrical experience to San Francisco, presenting new works, pre-Broadway productions, open-ended engagements, and hits fresh from Broadway stages.
How can I stay up to date? Is BroadwaySF on social media?
For all the latest news and special offers, you can do any (or all!) of the following:
Sign up for our email list via the navigation bar.
Like our page on Facebook - BroadwaySF.
Follow us on Twitter (@broadwaysf), Instagram (@broadwaysf), and TikTok (@broadwaysf).
You can also follow us on YouTube.
Where can I send questions or concerns about a show or my ticket order?
Anything in regards to tickets or general information about our theatres and shows can be addressed over the phone by calling Audience Services at 888-746-1799 or emailing us at [email protected].
Where can I send feedback about my experience with your theatres or the shows?
All feedback can be sent to [email protected].
What is your COVID-19 policy?
Per City of San Francisco guidelines, patrons are no longer required to wear a mask indoors, although it’s highly recommended. Proof of vaccination is no longer required for entry.
We update our COVID-19 policy as new mandates are issued and in conversation with government and medical leaders. Policies are subject to change. We recommend checking the latest entry requirements for our theatres one week prior to your scheduled performance.
For questions about our policy, email us at [email protected].
TICKETS
How can I become a season Member?
For more information, please call the Memberships Department at 888-746-1799 (option 2) or send an email to [email protected].
What are the Box Office hours?
Box Office hours vary per show. Sometimes, our theatres are "dark" for an extended period, meaning no productions are scheduled. Please check here or call Audience Services at 888-746-1799 for more details.
Can I purchase tickets to any show at any of the Theatre Box Offices?
Yes, you can purchase tickets to any of our shows at any open Theatre Box Office, for any production that is currently on sale. Our Box Offices are only open when a show is in production, so be sure to check the Box Office hours by clicking here or calling Audience Services at 888-746-1799.
How soon before a show should I purchase my ticket?
It’s best to buy your ticket as far in advance as possible to ensure the best seats. However, if available, you may purchase tickets up to 2 hours prior to curtain online at broadwaysf.com, and until curtain time at the Box Office or over the phone with Audience Services at 888-746-1799.
Ticket prices vary and are subject to change due to dynamic pricing and other factors. As a presenter of Broadway shows touring the nation, we do not have complete control over the pricing of our engagements. Under the Shows tab, you can check individual show pages for the latest ticketing information or by calling Audience Services at 888-746-1799.
Are there any service fees when purchasing tickets?
Advertised ticket prices include a per ticket fee. A per order fee applies to all internet and phone orders. A delivery fee applies internet and phone orders delivered by USPS mail. There is no deliver fee for Internet orders delivered by email. The per order fee and delivery fee do not apply to Box Office purchases.
What is dynamic pricing?
Dynamic pricing is time-based pricing and applies based on demand. Purchase early to lock in prices and seats.
Where do I pick up Will Call tickets?
You can pick up Will Call tickets directly at the Box Office beginning 2 hours prior to curtain on the day of the performance only.
Golden Gate Theatre – Located inside the lobby to the right of the doors.
Orpheum Theatre – Located in the entrance way to the right of the theatre.
Can I make an exchange or get a refund?
No, all sales are final. Be sure to check the following information before completing your purchase: show title, day, date, time of performance, and number of tickets.
My seats are 1 and 3 or 102 and 104. Are these seats together?
Yes. At our theatres the right side is even-numbered and the left side is odd-numbered, with a few exceptions. The only sections that are consecutive are the center sections of the Orchestra and Mezzanine (101, 102, 103...) at the Golden Gate and the center section of the Balcony (201, 202, 203...) at the Orpheum.
Are there discounts for students and seniors?
Student and senior discounts may be available on some, but not all productions. Under the Shows tab, you can check individual show pages for the latest ticketing information or by calling Audience Services at 888-746-1799. To keep up to date on discounts and special offers, follow us on Facebook, Twitter, and Instagram or sign up for our email list on the home page.
Do you offer Rush or Lottery?
Rush and Lottery may be available on some, but not all productions. You can check individual event pages for the latest ticketing information or by calling Audience Services at 888-746-1799. When possible and appropriate, we may advertise special discounts available to the general public. These decisions are often last-minute, so to keep up to date on discounts and special offers, follow us on social media or sign up for our email list in the navigation bar.
Are there group discounts?
If you have a group of 10 or more people, you may be eligible for a group discount. Group discounts and size vary per production. For more information about Group Sales, call 888-746-1799 (option 3), send an email to [email protected], or click here for the Group Sales page.
I never received/lost my tickets! What do I do?
If you bought directly through us, we will have a record of your transaction. In response to an increasing number of duplicate and/or fraudulent tickets showing up at the theatre at performance time, we have implemented new policies and procedures. Tickets that have not been received for any reason (including lost or stolen) will be held at Will Call under the original account-holder name and may be picked up with valid photo ID beginning 2 hours prior to curtain time on the day of performance ONLY. No exceptions. The ticket purchaser should call Audience Services at 888-746-1799.
Be wary of buying tickets from any third party website. We has no way of validating or replacing tickets that have been purchased through any website other than broadwaysf.com. We cannot seat or refund you for an invalidated ticket.
Do you sell gift cards?
Yes, we do. You can purchase an gift card online on our Gift Cards page, over the phone with Audience Services at 888-746-1799, or at any Theatre Box Office. Our gift cards never expire and are good for any production at the Golden Gate or Orpheum Theatre.
Please note: Our gift cards are not show/theatre specific, meaning you cannot buy a gift card as a guarantee hold of tickets for a particular show. If you would like to purchase a specific show as a gift, you will have to buy tickets to that show to guarantee seats. We advise checking the availability of the person you are gifting to before completing the purchase.
Can you scan the e-ticket off a smart phone?
Yes, our scanners do have the capacity to scan barcodes from electronic devices such as smart phones or tablets.
Do you mail tickets internationally?
We do not mail ticket orders internationally. All orders placed with an international mailing address will be held at will call for pick-up beginning 2 hours prior to the scheduled performance.
THEATRES
Where are the theatres?
Golden Gate Theatre – Located at 1 Taylor St., San Francisco, CA 94102 (at the intersection of Golden Gate Ave., Market St. & 6th. St.).
Orpheum Theatre – Located at 1192 Market St., San Francisco, CA 94102 (at the corner of Market St. and Hyde St. at 8th St.).
Please see our Getting Here page for directions and transportation options.
Is there wheelchair accessible seating?
Absolutely. Both of our theatres have wheelchair accessible locations on the Orchestra level where patrons may remain in their wheelchairs. Each patron who requires a wheelchair accessible seat may purchase up to 3 additional contiguous seats, in the wheelchair accessible section, for their companion(s) if they are available at the time of purchase; these may be purchased at the ADA price (lowest regular price for the performance being purchased). There are 2 areas that are wheelchair accessible:
Golden Gate Theatre– Integrated Row H has spaces for wheelchairs and fixed theatre seats for companions, and Platform Row ZZ (in the rear of Orchestra) has spaces for wheelchairs and movable hardback chairs for companions.
Orpheum Theatre – Integrated Row R has spaces for wheelchairs and fixed theatre seats for companions, and Platform Row CC (in the rear of Orchestra) has spaces for wheelchairs and movable hardback chairs for companions.
Wheelchair accessible tickets are available online at broadwaysf.com, by calling Audience Services at 888-746-1799, or at any open Theatre Box Office.
Is there Limited Mobility seating available?
Yes. Please note that there aren’t any elevators to service the upper levels of the theatres. Patrons who are unable to climb stairs may purchase Limited Mobility Orchestra seats. For Limited Mobility patrons, 2 tickets may be purchased at the ADA price (lowest regular price for the performance being purchased) – one for the Limited Mobility patron, plus one companion. Patrons with walkers, crutches, or similar mobility devices will have these items taken to the lobby by an usher to comply with local fire code regulations. At the end of the performance, an usher will return the device to the guest. For shows with an intermission, the device will be returned upon request for the intermission period. For more information on Limited Mobility seating, call Audience Services at 888-746-1799.
Where are the restrooms located? Are there Accessible restrooms available?
Our restrooms are located at the following areas of each theatre:
Golden Gate Theatre – The men's and women’s rooms are on both sides of the lobby on the Orchestra level, downstairs on both sides in the basement level, across from the bar on the Mezzanine level, and in the lobby on the Balcony level. Accessible restrooms are on the Orchestra level, across from Door 3.
Orpheum Theatre – The largest main restrooms for men and women are located in the basement level. As you enter the front doors from the street, you will find a staircase to your right or an elevator to your left (next to the entrance of the VIP Room) which will take you to these restrooms. Both are fully accessible for wheelchair patrons. On the Mezzanine level, there is a women's room in the corner of the lobby just past the windows. On the Balcony level, there is a women's room in the corner of the lobby just past the windows, and a men's room just to the left before you enter the auditorium.
Please consider that lines can be long to the restrooms during intermission, so plan accordingly.
Where can I park my car?
Street parking is limited (meters run Mon-Sat until 6pm), but there are many public parking garages and lots in the area by both of our theatres. View our Getting Here page for more details.
Please be aware that during the holidays, parking is tight; we suggest using public transportation from Thanksgiving through New Year's Day.
Is there a drop-off area in front of the theatre?
Yes. They are located at the following areas of each theatre:
Golden Gate Theatre – The white zone is at Golden Gate Ave. and Taylor St. in front of the theatre.
Orpheum Theatre – The white zone on the east side of Hyde St. before it intersects with Market St. The main theatre entrance is a short walk around the corner.
How can I get there by public transportation?
We recommend the following for public transportation:
Golden Gate Theatre – For BART/Muni, get off at the Civic Center Station. All BART lines, except the Fremont/Richmond train, will stop at this station. Walk two blocks east on Market St. towards 7th St. The theatre will be to your left. For Muni Metro, take lines J, K, L, M, N, and T. The closest Muni bus lines are 5, 16X, 71, and 71L. From the Powell St. Station, walk two blocks west on Market St. towards 6th St. The theatre will be to your right.
Orpheum Theatre – For BART/Muni, get off at the Civic Center Station. All BART lines, except the Fremont/Richmond train, will stop at this station. For Muni Metro, take lines J, K, L, M, N, and T. For Muni buses, use lines 5, 6, 9, 19, 21, and 71. Use the Market Hyde staircase and the theatre will be there to your right.
For more information on BART, click here. For more information about Muni, click here.
Is there a coat check or storage area at the theatre?
A coat check or storage area is unavailable at any of our theatres. All bags will be inspected upon arrival. Luggage, shopping bags and other large packages that will not fit comfortably with you under your seat will not be checked or allowed inside the theatre. For your convenience, please make other arrangements for these items before arriving. Do not leave personal bags/packages in your vehicle unattended while you are in the theatre (even if they are concealed from view). There will be no refunds or other accommodations for these issues. Do not leave your personal bags (purses, backpacks) unattended while in the theatre.
Are there food and drinks for purchase at the theatre?
We offer a variety of small bites and beverages to enjoy while taking in a show at BroadwaySF. Bars are conveniently located on each floor of each venue and serve a selection of sweet and savory snacks, refreshing wine, local beer, and delicious cocktails.
What items are prohibited from being brought into the theatre?
Weapons (this includes knives, pepper spray, and weapons accompanied by a valid CCW permit); Professional cameras and recording devices; Large bags, such as suitcases; Outside food and drink (this excludes water). Only service animals are allowed inside the theatre.
Are there any good places nearby to eat before or after the performance?
There are many restaurants located near our theatres. Please visit our Getting Here page for a list of suggestions and our partnerships.
I think I left something at the theatre. Who do I contact?
Please contact Audience Services at 888-746-1799 or email [email protected] with a description of your lost item and the location of where you might have lost it.
Do you have booster seats?
We provide booster cushions free of charge for audience members who may have difficulty seeing above taller patrons seated in front of them. Each theatre is equipped with a limited number of booster cushions which are available on a first come, first serve basis.
Are pets allowed in the theatres?
No pets, companion animals or emotional support animals are allowed in the theatres nor adjoining buildings or rooms. The only exceptions are service animals (dogs only) accompanying patrons with disabilities.
SHOWS
Where can I find more information about the show?
Under Events, click on a show's See More button to go to a show's individual page telling you more about the show and linking you to the show’s official website.
When do doors open? How early should I arrive?
The lobby opens 90 minutes prior to curtain; the House opens 30 minutes prior to curtain. Traffic and parking can be unpredictable, we recommend to plan on arriving early to assure a relaxed and enjoyable experience.
What if I arrive after the show starts?
Performances start promptly on time. Latecomers will be seated at the discretion of the our staff.
Can I take photos or videos of the performance?
No. You are not allowed to take photos during the performance. Due to union and copyright agreements, the use of cameras/picture phones (with or without flash) or any other recording device is strictly prohibited. Violators are subject to confiscation of film, tape, disc, cards, etc., ejection from the theatre, and financial damages. For your protection, all recording devices should be placed in a pocket or purse (and kept there) when in the theatre.
Are cell phones allowed during the performance?
Cell phones and other electronic equipment can be used prior to the show, during intermission, and after the shows. Once the production begins, please remember to turn off all devices so that you don’t disrupt the performance or your fellow patrons.
Are children allowed in the theatre?
Unless otherwise noted, children under 5, including babes in arms, are not allowed in the theatre. Each show has its own age recommendation and parental guidance listed on the show page. Please consult this information when deciding if a performance is appropriate for your child.
Is there a dress code?
There is no specific dress code; however, you are welcome to dress in a way that captures the spirit of the occasion.
Do you have listening devices for the hearing impaired?
Yes, we have infrared listening headsets available free of charge on a first come, first serve basis. They are available at a kiosk in all of our theatre lobbies:
Golden Gate Theatre– To the left, next to the “Enter Left” staircase in the lobby.
Orpheum Theatre – To the left, inside of the main lobby.
One piece of ID with a current address (driver's license, state ID) is required as deposit for one headset; additional headsets for the same individual require one of the following credit cards: VISA, MasterCard, or Discover Card.
Do you provide ASL, Open Caption, and AudioVision performances?
Yes, we do. As dates are confirmed, details will be listed on the Accessible Seating page.
I have a service animal. Can I bring it with me to the theatre?
Although animals are not permitted in the theatre, an exception is made for guide dogs and other service animals. Please inform an Audience Services representative if any accommodations are required by calling 888-746-1799 or sending an email to [email protected].
Is it possible to meet cast members from the show?
Following the performance, actors from the show may be available to sign autographs and sometimes even pose for photos at the Stage Door. Ask an usher for directions to the Stage Door.
What are preview performances?
Previews are public performances of a show before the official press opening. They’re typically done for the cast and crew to get used to the venue and make adjustments as needed. Tickets for these shows are often discounted.