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Frequently Asked Questions

If you don’t see an answer to your question in our FAQs, please contact us.

What is the appropriate dress to wear to a performance?

When attending the Genesee Theatre, most guests opt for more polished casual attire such as slacks or a skirt. Occasionally some choose to wear suits or other eveningwear depending on the time of day and show they’re attending.

What time should we arrive?

Our doors to the Genesee Theatre open approximately 90 minutes prior to all performances. We recommend arriving as early as possible and enjoy appetizers or beverages in any of our lounges.

Can I schedule a tour of the Genesee Theatre?

Scheduled Tours are available on Tuesday's at 2pm and Thursday's at 11am. Call to reserve space as group size is limited. Tours are also available by appointment. To schedule a tour, please call 847.782.2366.  

Tours are complimentary; however, donations are accepted.

Is there an entrance to drop off passengers?

Guests may be dropped off at the Clayton Street entrance.

What is the cancellation of show policy?

Should a performance be cancelled refunds will be promptly issued, however, the source of the refund depends upon from where the order was originally placed. When tickets are purchased directly from the Genesee Theatre the refund is typically issued by the Theatre within two business weeks. If the tickets were purchased from Ticketmaster online or phone, then the credit card used to place the order will be automatically refunded. Otherwise, when tickets are purchased from a Ticketmaster outlet the purchaser must return there to receive their refund. In the event that a refund hasn’t been received within three weeks of the cancellation, please contact our ticket office at 847.263.6300 for further assistance.

Is there food or drink available in the Genesee Theatre?

A variety of snacks and beverages are available in the lounges throughout the Genesee before performances and during intermission. Beverages and food are not permitted in the theatre. Our Platinum Package one hour pre show party, is also available for most performances.

When can I pick up my tickets before the show?

Tickets may be retrieved anytime during regular box office hours, or one hour prior to the performance at our Will Call window.

Beside the Box Office, where can I order tickets?

Tickets for the Genesee Theatre are available at all Ticketmaster sources, including online at ticketmaster.com outlets or via phone. Phoned orders through Ticketmaster may be placed locally at 1.800.982.2787.

How do we reach a ‘live person’ when calling the ticket office?

If you wish to speak to a member of our box office staff, please call 847.263.6300 during box office hours; Tuesday – Friday, noon to 6:00pm. and two hours prior to all performances.

When do shows go on sale?

Performances generally go on sale to the public six to eight weeks prior to the first scheduled performance. This information is listed in most local newspapers, as well as on our website.

What is ‘Will Call’?

Will Call refers to our ticket window(s) that has been reserved for guests who have already purchased and must pick up their tickets.

How do we get to the Genesee Theatre?

See our Directions & Parking page.

Where do we enter the building?

Guests may enter either through the main entrance on the corner of Genesee Street and Clayton Street.

Is there accessible seating and parking available?

Accessible seating is available on each price level. Tickets for these areas can be purchased through the ticket office and must be requested at the time of purchase to guarantee availability. It is the policy of the Genesee that only one attendant may accompany the guest requiring seating in the designated, accessible area. Other members of that party must sit in an adjacent area.

What fees are incurred when obtaining tickets at the Box Office?

All tickets purchased for a Genesee Theatre event incur a $3 per ticket restorration fee. All Fees charged by the Ticketmaster office are included in the quoted grand total.

What fees are incurred ordering through Ticketmaster via outlet, phone, or online?

Per ticket and per order fees are incurred when ordering through Ticketmaster. Fees will vary depending on ticket price.

What is the best way to avoid additional fees when ordering tickets?

The ‘least expensive’ way to order tickets for Genesee Theatre events is to order in person from the ticket office. However, many people like Ticketmaster, due to the convenience in ordering.

What is the smoking policy?

Smoking is not allowed inside any part of the Genesee Theatre. 

What can’t we bring inside Genesee Theatre?

For most performances, no beverages and snacks are permitted in the theatre. Photos may be taken inside the lobby areas of the Genesee; however, neither cameras nor recording devices are permitted inside the Genesee, unless specified by the production. When attending a performance, please turn off all cell phones, pagers and beeping watches.

Can tickets be reprinted if I have misplaced or forgotten them?

Please call the box office at 847.263.6300 for more information regarding misplaced tickets.

Can we turn in our tickets for resale?

The ticket office is not permitted to refund, resell or exchange tickets. All sales are final.

Do you have elevators?

The Genesee Theatre has one elevator, north of the box office.

Do you have children’s or senior citizen’s prices?

Tickets are occasionally available at a lesser rate for children at certain performances, but there are no discounts for senior citizens at this time. Please call the ticket office for details.

“We donated/bought naming rights to a seat, how do we find it?”

Guests interested in finding out where their sponsored seat is located, please call 847.782.2366 or email the Friends of the Genesee Theatre.

What are my options if the theater or artist cancels a performance?

Should a performance be cancelled refunds will be promptly issued, however, the source of the refund depends upon from where the order was originally placed. When tickets are purchased directly from the Genesee Theatre the refund is typically issued by the Theatre within two business weeks. If the tickets were purchased from Ticketmaster online or phone, then the credit card used to place the order will be automatically refunded. Otherwise, when tickets are purchased from a Ticketmaster outlet the purchaser must return there to receive their refund. In the event that a refund hasn’t been received within three weeks of the cancellation, please contact our ticket office at 847.263.6300 for further assistance.

What is a presale? Tickets are on sale now but I cannot buy. Why not?

There are times when a promoter may decide to set up special pre-sales, with Ticketmaster, a radio station, or Genesee Theatre Preferred Patrons. During a pre-sale, a limited number of tickets are available for sale within a specified amount of time prior to the sale of tickets to the general public. Please note that while a pre-sale can afford you the opportunity to attempt to purchase tickets before the general public sale, there is no guarantee that you will be able to obtain tickets since, as in normal ticket-selling situations, there is a limited supply of tickets. In order to participate in most pre-sales a special code is required. The promoter of the event determines whether a pre-sale takes place and who may participate.