Hawaii Theatre Ticketing Policies
All sales are final. No refunds or exchanges will be made. In the event of cancellation, refunds shall only be made to the original purchaser and by the original method of payment.
Ticket Delivery Method
- Tickets for performances will be delivered electronically via email or can be picked up during our regular Box Office hours.
- Physically mailing your tickets to you is also an option. Further, additional fees are assessed for tickets shipped by mail ($12.00).
- When purchasing tickets in person, you may request a physical “memory” ticket alongside your digital emailed ticket.
- On the day of the performance, Will Call reserved physical tickets will be available for pickup at the Hawaii Theatre Will Call one hour prior to the performance.
- Please have the name of the ticket holder and photo ID of the ticket holder ready when picking up to ensure a smooth and speedy pick up.
- Each ticket is valid for one seat and one entry only and may be only scanned once.
Ticketing Fees
- A ticketing processing fee of $4.50, a Theatre Restoration fee of $8, as well as a promoter fee of $3-5 will be charged on each ticket for an average of $15.50 additional fees on top of your ticket price. Fees are applicable to all purchases, online, in-person, and over the phone.
Why are there ticketing fees?
- Ticketing fees help ensure we are able to keep the theatre running, bring great entertainment to the community, and preserve this historic landmark for future generations.
- $4.50 Ticketing Fee: Our ticketing site, PatronManager allows you to buy tickets online 24/7, and allows us to manage everyone’s tickets in-house quickly and easily.
- $3-5 Promoter Fee. We work with some of the best promoters in the world to ensure we bring high-quality, nationally and internationally recognized entertainment to Hawaii.
- $8.00 Restoration Fee: The Hawaii Theatre has stood as a pillar of entertainment in Hawaii and has stood 100 years through wars, pandemics, bad weather, and more. When interior renovations were completed in 1996, the theatre reopened. Plans for exterior restorations were put on hold so the community could enjoy the theatre and now we face an urgency to update the building’s exterior.
Refunds
- The Hawaii Theatre is a proud partner of PatronManager – Native Ticketing, Fundraising and Memberships in Salesforce. All ticket sales completed through Patron Manager and the Hawaii Theatre Box Office are final.
- All ticket purchases are final and are non-refundable. Tickets are not eligible for returns or exchanges.
- If you or your guest(s) are unable to attend an event, unused tickets may be donated to the HTC prior to the performance.
- There are no refunds on tickets unless a performance is canceled, and refunds shall only be made to the original purchaser and by the original method of payment.
- Following an email announcement of a show’s cancellation, please allow approximately 5-7 business days for the funds to appear in your account.
- No refunds will be offered on previously purchased tickets if a promotional price is offered at a later date.
Online Ticket Brokers, Third Party Ticket Resellers, and Fraudulent Purchases
- Tickets found to be fraudulent or purchased from unauthorized sources will be void, and management is not responsible for refunds.
- Authorized sources are the Hawaii Theatre Center or a specifically Licensed User for a specific event.
- Other online ticketing entities, auction sites (i.e. Ebay, Craigslist, Facebook Marketplace) and independent brokers are not considered authorized as outlets, and as such Hawaii Theatre Center reserves the right to refuse entry to any event or performance of such tickets.
- Patrons are encouraged to double check the ticket seller!
- Tickets to all performances presented by the Hawaii Theatre are available through the official Hawaii Theatre website, Patron Manager/Salesforce, and the Hawaii Theatre Box Office.
- HTC is not responsible for sales and purchases made outside of its direct control, such as those made by or from unauthorized ticket brokers and resellers. The Hawaii Theatre will not be responsible for the refund of any Internet convenience fees.
- HTC reserves the right to cancel any order suspected of being fraudulent to protect both patrons and the venue. Suspicious orders may be canceled and refunded.
- Patrons with questions can contact the HTC Box Office.
This is what your ticket from HTC should look like:
Physical Ticket
PDF Print
Tickets for Children
- Regardless of age, everyone must have a ticket and sit in a seat. All patrons require a ticket for paid events, including children.
- No child, of any age, will be admitted into the theatre without a ticket. “Babes in arms” will not be admitted to the Theatre.
- Out of consideration for the general audience, the Hawaii Theatre discourages bringing children three years of age or younger, except for programs specifically for young audiences.
- Disruptive patrons, including children, will not be allowed to remain in the theatre
- The Hawaii Theatre does not have booster seats .
- The Hawaii Theatre does not have baby changing stations or private breast-feeding/lactation rooms. You may use the handicap stall in the women’s restroom.
- Some shows contain mature content, language, or themes. As a parent, you are the only person qualified to determine what is appropriate for your child. Please check each show’s content guidelines to make the best decisions for the younger members of your group. If you have any questions regarding the content of the show, please contact our Hawaii Theatre Box Office at (808) 528-0506 or email us at info@hawaiitheatre.com.
Accessibility and ADA Seating
The Hawaii Theatre recognizes the special needs of some of our patrons. Patrons who need accessible seating should call to book through the Box Office.
Please call our Hawaii Theatre Box Office at (808) 528- 0506; our operational hours are Tuesday through Friday 10AM to 4PM, and Saturday from 12PM to 4PM so that a representative may assist you.
We are able to offer the following ADA Accommodations:
- Wheelchair Seating Locations
- Armless Seating
- Infrared Listening Devices
- Service Animals (accommodations will be made for trained, harnessed, and housebroken service animals)
Listening Device Details
Bosch multi-channel wireless pocket receiver and lightweight headphone system
- Simultaneous Interpretation / Audio Distribution: Used in theaters, conference halls, and multi-language meetings to broadcast audio or translation feeds directly to audience members
- Note: The Machine will only start working when the show starts
Pet Policy and Service Animals
Trained service animals are permitted to assist guests inside the theatre. If special accommodations are required for your service animal, please notify us at the time of ticket purchase. All other animals are prohibited.
Service animals are working animals, not pets. The work or task a dog has been trained to provide must be directly related to the person’s disability. Service dogs provide vital assistance for people with disabilities and are afforded numerous rights under the ADA, but it is the handler’s responsibility to ensure that the dog is properly trained and behaves appropriately in public.
Under the Americans with Disabilities Act (ADA), service animals are defined as dogs that are individually trained to do work or perform tasks for people with disabilities. Examples of such work or tasks include guiding people who are blind, alerting people who are deaf, pulling a wheelchair, alerting and protecting a person who is having a seizure, reminding a person with mental illness to take prescribed medications, calming a person with Post Traumatic Stress Disorder (PTSD) during an anxiety attack, or performing other duties.
*All service dogs must be leashed, harnessed, or tethered. If, however, these devices interfere with the dog’s work or the handler’s disability makes it impossible to use them, the dog may be kept under control through voice, signal or other controls.
*If a service dog is not under control and the handler fails to act to gain control the Hawaii Theatre staff is permitted to ask that animal to be removed from the premises. A handler may also be asked to remove a service dog that is not housebroken, is behaving aggressively, or is otherwise posing a threat to human health and safety.
Please see the seating chart, for where wheelchair and companion seating is available.
Please note: The Hawaii Theatre has no elevator, so upper-level seating and upstairs areas (like the Weyand Room) are not wheelchair accessible.
If you need assistance getting to your seat, our Hawaii Theatre volunteers and staff will be happy to help you.
Lost & Found
- Our cleaning staff conducts a walkthrough of the theatre following each performance. Any items found will be turned in to the Box Office and made available for pickup during regular Box Office hours.
- When inquiring about a lost item, please provide a description of the item and the name or date of the performance during which it may have been misplaced.
- If an item remains unclaimed for two months from the original date it was found, HTC reserves the right to dispose of the item.
Sickness and Injury
- The ticket holder acknowledges that the Hawaii Theatre is a shared public space where individuals may be exposed to contagious illnesses that can be transmitted through person-to-person contact, respiratory droplets, airborne particles, and contact with commonly shared surfaces.
- By attending an event, the ticket holder understands and accepts that there is a risk of becoming ill following attendance.
- Holder of this ticket (“Holder”) voluntarily assumes all risks and danger incidental to the event for which this ticket is issued whether occurring prior to, during, or after, and agrees that the organization, venue, presenter, agents, participants, or performers are not responsible or liable for any injuries, sickness, or death resulting from such causes.
- If a ticket holder is experiencing symptoms of illness or is otherwise unwell, Hawaii Theatre Center strongly encourages wearing a mask as a courtesy and precaution to help protect fellow patrons, volunteers, and staff.
Notice of Filming and Photography
- Entrance to Hawaii Theatre Center and surrounding areas constitutes consent to photography/video recording for HTC marketing use.
- Ticket Holder grants permission to the organization sponsoring the event for which this ticket is issued to utilize Holder’s image or likeness in connection with any video or other transmission or reproduction of the event to which this ticket relates.
Audience Phones, Photos, and Video
- Recording and photography policies vary by artist and performance. Some shows permit photography, others allow a warning before removal, and some prohibit the use of recording devices entirely. The HTC standard for filming or photography is to please avoid using flash and please read any posted signage.
- The applicable policy will be communicated during pre-show announcements by the performer, promoter, or Hawaii Theatre Center, or displayed in written signage at the auditorium entrance. All patrons are expected to comply with the stated rules and any instructions provided by theatre staff.
- Failure to comply with these policies or disregard of any warnings may result in removal from the Hawaii Theatre premises. No refunds will be issued to patrons who are removed from the premises for violating these policies.
- Holder agrees by use of this ticket not to transmit or aid in transmitting any description, account, picture, or reproduction of the game or event to which this ticket is issued. Breach of the foregoing will automatically terminate this license and you will be banned from attending any more shows at the Hawaii Theatre. Holder agrees that the license comprised by this ticket may be removed and Holder may be ejected from the event for which this ticket is issued in the event that Holder violates any law, ordinance, or venue regulation.
- Please silence all electronic devices, including watches, pagers, and phones during the performance.
Smoking Policy
- You are not allowed to vape, smoke, or use e-cigarettes while inside the Hawaii Theatre
- There is to be no smoking within 20 ft of the Hawaii Theatre building, please stand to the side of the theatre, by the Dr. Sun Yat Sen Park, to smoke if needed
Prohibited Items
- The following items are strictly prohibited inside the Hawaii Theatre. Guests will be required to leave prohibited items at the entrance before entering the venue. Guests who refuse to comply may be denied entry. The Hawaii Theatre is not responsible for any items left at the entrance, discarded, or otherwise lost or damaged.
- Prohibited items are subject to change at the discretion of venue management.
- Firearms are prohibited on premises per Hawaii law. We strictly prohibit public carrying of pistols or revolver without valid license (exceptions for qualified on-duty law enforcement)
- All bags are subject to search upon entry. No outside food or drink is allowed inside the theatre
Prohibited Items
- Backpacks, large bags, or duffle bags. (Bags must be 23 cm x 13 cm x 5 cm (9″ x 5″ x 2″) or smaller)
- Coolers
- Water bottles
- Weapons, Firearms, Pepper Spray, Pocket Knives or Mace
- Unopened Outside Alcohol, beverages or water
- Opened Outside Alcohol, beverages or water
- Cameras with interchangeable/detachable lens or external flash (No Professional Photography)
- Audio/Visual Recording Devices (includes GoPro, Google Glass, Spectacles, etc.)
- Selfie Sticks, Tripods, Monopods
- Outside Food, Beverage, or Alcohol
- Cans, Metal/Glass/Plastic Containers, Bottles, or Flasks (empty or sealed bottles included)
- Laptops, Tablets, Personal Computers, or Two-Way Radios
- Illegal Drugs or Substances
- Flammable Liquids, Aerosol Cans, or Permanent Markers
- Flashlights, Laser Pointers, Light/Glow Sticks, Flares, or Fireworks
- Noise Making Devices (i.e. Air Horns, whistles, bells, vuvuzelas, etc.)
- Balloons, Balls, Projectiles, or Optical Illusions
- Skateboards, Segways, Scooters, Rollerblades, Bicycles, Hover boards, and Helmets
- Coolers, Ice Chests, Folding Chairs, or Pointed-Tip Umbrellas
- Flowers (unless otherwise permitted by Tour Production)
- Seat Cushions or Booster Seats
- Patrons Without Shoes or Shirt
- Drones
Standards of Conduct and Audience Etiquette
- The Hawaii Theatre reserves the right to remove any patron from the premises whose behavior is deemed inappropriate, disruptive, or adversely affects the experience, safety, or enjoyment of other guests or interferes with the performance.
- Patrons who appear to be excessively intoxicated or whose conduct is affected by alcohol or other substances may be denied entry or asked to leave the premises.
- Management reserves the right to take appropriate action to maintain a safe, respectful, and enjoyable environment for all guests.
- No refunds will be issued for tickets purchased by patrons who are removed from the premises due to a violation of the venue’s policies or for inappropriate or disruptive behavior.
Conduct that will not be tolerated in the Hawaii Theatre
- Behavior that is unruly, disruptive, or illegal in nature.
- Fighting or other violent behavior.
- Intoxication or other signs of impairment.
- Foul or abusive language or obscene gestures.
- Interference with the progress of the event
- Failing to follow instructions of event personnel or management.
- Verbal or abusive harassment of staff, volunteers, security, or audience members.
- Disturbing other patrons’ enjoyment of the event.
- Displaying obscene or indecent messages or images on signs or clothing.
- Violating any local, state, or federal laws.
- If you become aware of discrimination or harassment in violation of the policies stated above, you are responsible for immediately reporting the matter to a Hawaii Theatre staff member.
- It is the policy of the Hawaii Theatre to maintain an educational, performing and working environment free from sexual, racial, ethnic, religious, age-based, disability, sexual orientation, and gender expression harassment and bullying. Such harassment is expressly prohibited.
- THE HAWAII THEATRE CENTER DOES NOT TOLERATE DISCRIMINATION, HARASSMENT, BULLYING, OR SEXUAL HARASSMENT.
- No individual should be subjected to any unwelcome conduct that is or should be known to be offensive because of his or her or their gender, race, age, religion, ethnicity, disability, sexual orientation, or gender identity and/or expression.
- The Hawaii Theatre is within its rights to revoke, suspend, and/or permanently ban anyone from participating in some or all Hawaii Theatre related activities, with or without cause.
- Current or prior permission to enter, or perform at the Hawaii Theatre is not a promise or guarantee of future permission.
- The reinstatement of any permission to participate in any Theatre-related activity will be at the sole discretion of the Hawaii Theatre staff and management.