Frequently Asked Questions

COVID-19 and reopening

  • When will Bristol Beacon reopen?

    From 20 May 2021 we’ll be opening the doors to our foyer space to the public again and sharing with you an exciting programme of live music, events and exhibitions.

    From 20 May we’ll also continue to programme events in external venues.

    The Transformation of Bristol Beacon’s main performance spaces continues. You can read more about our transformation here.

  • Will events be socially distanced?

    Yes. Events at Bristol Beacon from 20 May 2021 will be socially distanced.

    Seated shows will either be cabaret style seating at tables or seating in groups of 2 depending on the event you’re attending.

    Exhibitions or standing events will also have social distancing measures.

  • What can I expect on arrival?

    Bristol Beacon is only open for socially distanced ticketed events. Please arrive at least 30 mins before your event start time.

    When you arrive please:

    – Sign in with NHS Test and Trace app. You may be asked to queue outside while others sign in.

    – Have your eTicket ready for our stewards to check.

    – Please wear a face covering until you are seated for a performance.

    – Follow the one-way route signposted through the building.

    – Please keep a safe social distance from others during your visit.

    – Use the hand sanitiser stations and wash your hands regularly.

    – We’ve introduced extra cleaning measures for your protection.

    – Our bar will be open for events. Contactless payment is preferred.

    More information on what to expect can be found here. 

  • What do I do if I have Coronavirus symptoms or have to isolate?

    Please stay at home if you have symptoms of illness such as a cough, sore throat or fever or have been in contact in the past 14 days with someone who has coronavirus.

  • Who should I contact if I show symptoms after attending the venue?

    If you start to develop symptoms of Coronavirus, you should self-isolate and get tested as quickly as possible.

    If you then test positive, NHS Test and Trace will ask you where you have been recently and who you have seen. They will then get in touch with anyone you may have been in close contact with to advise them on what to do next.

  • Will Bristol Beacon be open for those who don't have tickets?

    As we emerge from the pandemic, the building will initially only be open for ticketed events. You will only be allowed inside the building if you have a ticket to an event at Bristol Beacon.

  • Do I need to buy a ticket in advance?

    To help minimise contact, event tickets are currently only available online and advance booking is essential. On the door ticket sales will not be possible, so please do plan ahead and book with us online.

  • How do I enter Bristol Beacon?

    Bristol Beacon is only open for programmed events.

    When we are open enter via our Colston Street entrance. Queues will be managed with appropriate barriers and floor markings.

    On arrival you will be greeted by a friendly member of our team who will be wearing a visor, or positioned behind a transparent screen.

    On arrival you will be asked to submit your name and contact details using NHS Test and Trace app. If that is not possible, you can submit your details with our SignIn App. Our staff will be on hand to assist you.

  • How will queues be minimised?

    Queues will be managed with appropriate barriers and floor markings.

    For some events we may operate with staggered entry times to minimise queuing.

  • Will I need to use NHS Test & Trace?

    If you visit us when our venue reopens, we will collect your data and some information about you, so that we can take part in the NHS Test and Trace service and help prevent the spread of COVID-19.

    You will be asked to register with NHS Test and Trace app when you arrive.

    Alternatively, register your attendance without the NHS app using our digital SignIn service that will be available on a tablet.

    More information about how we are using NHS Test and Trace can be found here. 

  • Will I have my temperature taken?

    No. We will not be checking the temperature of audience members.

  • Will I have to wear a mask?

    We ask that audience members over the age of 11 wear a face covering until you are seated for a performance.

    You don’t have to wear a face covering if there is a good reason why you can’t do so.

    For example:

    – you don’t have to wear a face covering if you can’t put on, wear or remove it because of a physical or mental illness, impairment or disability.

    – you don’t have to wear a face covering if putting on, wearing or removing it will cause you severe distress

    – you don’t have to wear a face covering if you are providing assistance to someone who relies on lip reading to communicate

    More information on face coverings can be found here. 

  • Will I be able to use the toilet?

    Yes. There are no restrictions on using our toilet facilities while you are attending an event at Bristol Beacon.

    We ask that you try to maintain a safe distance from others and wear a face covering.

  • Will I be able to sit with my friends?

    Tickets for events at Bristol Beacon are being sold either for unallocated groups of 2 seats, or as cabaret tables of different sizes up to 6 people.

    Tables and seats in the groups purchased are all socially distanced from other groups and are allocated on a first-come first-served basis upon arrival.

    If you wish to sit near to another group, we advise that you arrive together. However you will need to remain socially distanced and it may not be possible for us to facilitate this.

  • Will I be able to order food and drink at the venue?

    Our bar will be open for live events taking place at Bristol Beacon from 20 May 2021.

    To reduce contact we are not taking drink orders at the bar and are instead offering a table and seat service. Contactless payment for orders is preferred.

    Currently no food service is available. A new menu will be on offer with the launch of our new café in July 2021.

    Visit our Food and Drink pages for more information.

  • Will the cloakroom be open?

    Our cloak room is not currently open. We ask you not to bring large luggage items with you to the venue.

  • How will you keep audiences safe for events at Bristol Beacon?

    We’re following the official government guidance on working safely during coronavirus to make sure we’re Covid-secure. Measures we’ve introduced so far include:

    – Reduced visitor numbers and social distancing

    – Audience registration via NHS Test and Trace app

    – Physically distanced seating

    – Clear signage and one-way systems

    – Hand sanitiser stations

    – Regular and thorough cleaning

    – Audience groups of households and support bubbles only

    – Face coverings for ages 11+

    – Encouraging contactless payment

    – Extra cleaning measures for your protection

    – Frequent covid testing for Bristol Beacon staff

  • How do I find out what safety measures are being followed at an external venue?

    Bristol Beacon programmes events in many different external venues. Event format and the type of safety measures that are followed may change at different venues due to several reasons, but all will be in accordance with Government safety measures.

    Information about what safety measures are being followed by an external venue are detailed on the event show page on our website under the heading ‘Covid safety measures’.

    Where possible safety measures for external venues will be emailed to customers ahead of the event.

Rescheduled and cancelled events

  • Are events going ahead as planned?

    From 20 May 2021 we’ll be opening our doors to the public again and sharing with you an exciting programme of live music, events and exhibitions.

    From 20 May we’ll also continue to programme events in external venues.

    Events that were planned to take place up until 17 May 2021 have been rescheduled or cancelled.

    Some large outdoor events, including our July 2021 Harbourside shows, have been rescheduled to 2022.

  • Are large scale outdoor events still taking place?

    Large scale outdoor events are permitted to take place in 2021 if Government decide it is safe to ease lockdown measures as they have set out in the 4-step COVID response plan.

    It is possible that outdoor events may be required to operate with social distancing measures in place.

    We have rescheduled the original 2020 dates of our Harbourside shows with Nile Rodgers & CHIC to Wed 13 and Thu 14 July 2022, and Belle & Sebastian who will now play on Fri 15 July 2022.

  • What happens if an event 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.

  • How will you contact customers when events are rescheduled or cancelled?

    If an event is cancelled we will contact all customers via email immediately.

    We will email customers if an event is rescheduled (for example, the event is rescheduled as a result of a national lockdown).

    If a new date for the event is confirmed, we will communicate this date to customers in the email.

    If a new date for the event has not yet been confirmed, we will notify customers the event is being rescheduled with a new date to be confirmed as soon as possible.

  • When will a new date for the event I have tickets for be announced?

    We are working hard to try and reschedule as many events as possible and we thank all our customers for their patience during this time.

    It can take time to confirm new dates for some events for several reasons. These might be logistical difficulties confirming a new tour schedule across different local, national or international restrictions, calendar availability at the confirmed venue, or changes to artist availability.

    We will update customers as soon as we are able with confirmation of rescheduled dates.

  • The original date of my event has passed and a new date has not been confirmed, what do I do now?

    We are working hard to try and reschedule as many events as possible and we thank all our customers for their patience during this time.

    The original date of your event may have passed, but your tickets will still be valid for any future rescheduled date for that event.

    No action is needed from the customer. We will contact you as soon as a new date for your event is confirmed.

  • Will I get a refund if the event I have tickets for has been cancelled or rescheduled?

    If an event is unable to take place on the scheduled date we will first try to reschedule the event and notify customers if this is possible.

    If a rescheduled date is not possible and we have to cancel the event, we will issue a refund of the face value of the ticket.

  • Can I get a refund if I decide not to come to an event as I’m feeling unwell?

    Refunds are not available due to sickness or ill health.

    Customers who have tickets to events that have been cancelled or postponed are entitled to refunds.

  • Can I get a refund if I have Coronavirus symptoms/asked to isolate?

    Refunds are not available due to sickness or ill health.

    If you have Coronavirus symptoms or have been asked to isolate, please do not attend an event.

    Customers who have tickets to events that have been cancelled or postponed are entitled to refunds.

  • I purchased Booking Protect with my tickets, what does this entitle me to?

    If you have purchased refund protection through Booking Protect and feel that you have a claim to make, please contact them directly via info@bookingprotect.com 

    Booking Protect are responding to the covid pandemic offer protection holders a refund if they:

    – Can evidence a positive COVID-19 test result.

    – You are required to self-isolate and can evidence this.

    More information can be found here. 

  • Is my booking fee refundable?

    Bristol Music Trust is a charity which puts on a live performance programme through Bristol Beacon and runs the award-winning music hub Bristol Plays Music, providing education to 30,000 young people in Bristol every year.

    We charge a 9% booking fee on transactions. This fee contributes significantly to our charitable activities, and helps us to reinvest in running our organisation. As well as our charitable work, it helps meet the costs of ticket retail, distribution and new technology – ensuring our customer service to you is a good as it can be.

    Ticket fees are therefore non-refundable. We can only issue refunds of the face value of the ticket.

  • I’ve been asked to donate my refund, what does this mean?

    We will have emailed you if your event has been cancelled or rescheduled. In this email we may have asked you to consider donating the refund value of your tickets if you feel you are able.

    As a music charity, a donation of your ticket refund will help us greatly in meeting the costs that we will still incur from event cancellations and to help support the artists with whom we work.

Digital events

  • Will Bristol Beacon events be available online?

    Our programme does include online only events that include live streams of performances, pre-recorded concerts and archive recordings. To find out what digital events are available, see what’s on here.

  • Where can I watch an online event?

    We programme a range of events online.

    We will always provide watch links to the relevant streaming service on the event show page.

    To find the show you’re looking for, type the event name into our website search bar, or browse our what’s on.

Other queries relating to coronavirus

  • How are you supporting venues and the live music industry during this period?

    This is a fast-changing and difficult situation for us all, and we aim to support musicians, staff and our audiences as best as we can.

    The impact on the music and events industry is significant, as tours and festivals that have had a huge amount of work put into them get cancelled.

    We are working closely with our partners, funders and other arts organisations to ensure we are supporting and advocating for the return of this important industry.

    In 2020 our online events including two Bristol Takeover online festivals, The Lark Ascending Centenary, and Decks in the Hall with Vibe Roulette, DJ Cheeba and The Allergies raised over £23k for the Music Venues Trust, Feeding in Bristol, local venues and artists.

    In 2020 we also lent our voices to national campaigns such as #LetTheMusicPlay to tell the story of the importance of live music. We will continue to support our live music industry wherever we can in 2021 and beyond.

    We are doing everything we can to protect those we work with and enable us to be ready to return to our mission of unity and joy through live music.

  • What is the status of my Bristol Beacon Membership?

    All memberships remain valid. If you have any questions surrounding your current membership please contact development@bristolbeacon.org 

Box office and ticketing

  • I need to contact Box Office, how do I do that?

    Our box office will be operating as follows to support customers and respond to enquiries.
    Counter service is suspended as the building is closed.

    Please contact us via email for all enquiries: boxoffice@bristolbeacon.org 

    The Box Office telephone line is suspended. You can request a call back by emailing boxoffice@bristolbeacon.org 

  • 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 are e-tickets?

    E-Tickets are digital tickets.

    You will receive your tickets via email to the address you made your booking with. The email will come from the address boxoffice@bristolbeacon.org with the subject line “Your tickets are ready”.

     

  • I haven’t received my e-ticket, what do I do?

    Check your spam folder for an email from boxoffice@bristolbeacon.org. If you don’t receive and email with your ticket within a few hours of booking, or if there are any issues with your ticket, please get in tough via email hello@bristobeacon.org 

  • 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.

  • 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 Bristol Beacon, 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.

  • 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.

  • I’ve booked with an ticket 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 ticket 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 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.

  • 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.

Planning your visit

  • Where is Bristol Beacon?

    Bristol Beacon is in Bristol city centre. Our address is: Bristol Beacon, Bristol BS1 5AR

  • Which train station is closest to Bristol Beacon?

    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 Bristol Beacon?

    It depends where you are coming from, but any bus passing through the city centre would be perfect for coming to Bristol Beacon.

    Visit Travel West for all bus timetables and information.

  • Where can I park?

    If you are driving to Bristol Beacon we recommend Trenchard Street car park which is very close to the venue. 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.

  • Where is the nearest 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.

  • Are there any age restrictions to Bristol Beacon 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 Bristol Beacon?

    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.

  • Do you have a smoking area?

    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 Bristol Beacon?

    Bristol Beacon 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.

  • Can wheelchair users access Bristol Beacon?

    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.

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.

  • What can I order 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.

Working at Bristol Beacon

  • How do I get a job at Bristol Beacon?

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

  • Can I do my work experience at Bristol Beacon?

    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.

Security at Bristol Beacon

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 Bristol Beacon 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@bristolbeacon.org

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

    Bristol Beacon
    Freepost BS4529
    Bristol
    BS1 5BR

Welcome to
Bristol Beacon

On Wednesday 23 September 2020 Colston Hall changed its name to Bristol Beacon.

Our new name is just the first step, it is about more than the sign above our door. Click below to find out more about how we’re changing, watch our name announcement, and discover how we want everyone to share in the joy of live music.

More info Enter site