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Frequently Asked Questions

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

Show Night

What time should we arrive?

The Genesee Theatre opens approximately 90 minutes prior to all performances. The Box Office is open two hours prior to every performance in addition to our regular hours.

What is the bag policy?

Backpacks and large bags are not permitted in the auditorium. All bags are subject to search.

What is the smoking/vaping policy?

Smoking, vaping, and electronic smoking are not allowed inside any part of the Genesee Theatre. Weapons, laser pens, signs, banners, oversized bags, outside food and beverages are also prohibited. 

What can’t we bring inside Genesee Theatre?

Only beverages and snacks purchased at the theatre are permitted inside. 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. Professional recording devices are prohibited without prior approval. When attending a performance, please turn off all cell phones, pagers and beeping watches.

Is food and beverage offered?

Full bar service and packaged snacks are available in our lounges. We do not serve hot food.

Tickets

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 or via phone. Phoned orders through Ticketmaster may be placed locally at 1-800-982-2787.

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. 

Can we turn in our tickets for resale?

The ticket office is not permitted to refund, resell or exchange tickets. All sales are final. (Exceptions made for canceled shows).

Do I need to purchase a ticket for my infant or child?

Unless otherwise stated, everyone, regardless of age, must have a ticket to be admitted into the theatre. Children aged 2 years and younger are not permitted into the theatre unless attending a show intended for children. If you have questions regarding the age appropriateness of any show, please call the Box Office at 847-263-6300. 

What options do you have for accessible seating or ADA guests?

Accessible seating is available on each price level. Tickets for these areas can be purchased through the box 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.

Guests may be dropped off at the Clayton Street entrance.

An elevator is available for easy access to the balcony.

Please call the Box Office at (847) 263-6300 to discuss your needs. 

 

What should I do if a show I have tickets for is canceled?

 Refunds are available at the point of purchase. If your tickets were purchased on Ticketmaster, refunds will be automatically issued. Additional assistance is available at the Box Office.

Presale

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

Presales allow our subscribers the opportunity to purchase tickets before they go on sale to the general public. In order to participate, a special code is required. To sign up for our pre-sale list, click here.

Gift Certificates

Do you sell gift certificates?

Gift certificates are available by calling or visiting the Box Office. Gift certificates can be mailed to you; however, the recipient will need to redeem the certificates in person.

Tours

Can I schedule a tour of the Genesee Theatre?

Tours are available by appointment. Call to reserve space as group size is limited. To schedule a tour, please call 847-782-2366 or email [email protected]. Tours are complimentary; however, donations are accepted.

 
 

Friends of The Genesee

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.