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Frequently Asked Questions


  • The Spa
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Ticket Enquiries
Payment Enquiries
General Enquiries
Hospitality, Catering & Special Events

 

Where is Scarborough Spa?

The Spa is located on South Bay, Scarborough. We can be found at The Spa, South Bay, Scarborough, North Yorkshire, YO11 2HD. Take a look at our directions page for further details.

 

How can I get there?

We’re located 10-15 minute walk from Scarborough Railway Station, which has regular intercity trains running to London & Edinburgh with a change at York.

There are several taxi firms operating in Scarborough along with parking spaces along the approach road.

Of course, you can enjoy the walk across Spa Bridge from the town, or a ride on the Cliff Lift from South Cliff.

 

Where can I park?

There is parking immediately outside The Spa and along the approach road to the building. There is also an underground car park underneath Spa Bridge.

There are several disabled bays within the car park, however these are limited and on a first come basis.

Please note: Parking at The Spa is managed by Scarborough Council, not SIV.

 

Can I take photographs during the events?

Cameras and audio and video equipment are not allowed. Please ensure that all mobile phones, tablets, pagers or alarms are switched off before entering the auditorium.

 

Are there any disabled facilities at the venue?

There are various ramps and lifts across the venue giving access to all areas of The Spa. For access into the main foyer, guests can find ramps near The Suncourt and at shops to the North of the building.

All performance areas have limited wheelchair spaces. Please make the Box Office staff aware of your requirements when booking tickets, otherwise space cannot be guaranteed.

Disabled toilets within the main foyer can be found on the ground floor to the rear of the building.

 

Can I book tickets if I am a wheelchair user?

Yes, the tickets must be booked by calling the box office on 01723 821888.

 

Can I cancel my tickets?

We regret that we cannot refund tickets unless the event is cancelled or changed considerably e.g. if the event is moved to a new date.

 

What age qualifies for a concession ticket?

Concession ticket prices are available on some performances. To qualify as a concession you must be:

Aged over 60
Aged under 16
A student

ID may be required on entry to the performance with concession tickets.

 

To whom do cheques need to be made payable to?

Please make cheques payable to SIV Enterprises Ltd.
For venue hire (meetings, banquets and conferencing) please call Event Sales on 01723 376774.

 

What are the running times for the shows?

The running times of the shows can vary depending on the type of production. We publish all running times on our website (when known). Please note that all published running times are approximate and may be subject to change.

 

Farrer’s Bar & Brasserie.

Farrer’s Bar & Brasserie at Scarborough Spa offers the perfect place to meet before a show for a relaxing drink and a catch up with friends or colleagues. The fully licensed bar serves a range of alcoholic and soft drinks, as well as hot drinks.

 

Ticket Enquiries

How can I book tickets for an event?

There are several ways to book tickets for concerts at Scarborough Spa:

a) By phone through our Box Office line – 01723 821888

b) Online via the Scarborough Spa website.

 

Box Office Times

Please click here for this month's Box Office opening times.

The box office will be open on performance days until half an hour after the performance begins.

 

When will my tickets arrive?

All tickets are sent by 2nd class post unless the show is less than 7 days away. They are sent out between 5-10 days from the date of purchase unless otherwise stated.

 

Can tickets be posted overseas? 

No. Unfortunately we are unable to post tickets outside of the UK. Overseas customers must collect their tickets from our box office on the night of the show.

 

I've lost/damaged my tickets, what can I do?

Please contact us by calling the Scarborough Spa Box Office on 01723 821888.

 

Can I exchange my tickets to another show?

This is not possible as once tickets have been purchased they are non-refundable. In some special circumstances, authorised exchanges may be made i.e. if disabled seating is now required (subject to suitable seating available).

 

What is the age restriction for events?

The age restriction for each event can vary depending on the content of the show as some events may be deemed unsuitable for Children. Where there is no set age limit, often it is left to the discretion of the parent or guardian. However, please note that anyone aged 14 or under should be accompanied by an adult, aged 18 or over, both at the time of booking tickets and for the concert itself. If you are unsure, please check with the Scarborough Spa Box Office before booking your tickets to avoid disappointment.

 

Do I need I.D. to collect my tickets and where do I collect them from?

You will need to present the credit or debit card used to purchase the tickets and sign a receipt on collection. This is to protect both you and ourselves from potential credit card fraud. Your tickets will be available for collection from the Scarborough Spa Box Office in the main foyer.

 

Payment Enquiries

How can I pay?

You can pay for tickets using any major credit or debit card, by cheque or postal order. If purchasing in person at our Box Office you can also pay with cash.

 

Do you charge booking fees?

From 1 April 2017, the following ticket fees apply:

Bookings made by telephone or online will be subject to a fee of 12% of the face value of tickets plus a fulfilment fee of £2 per transaction if tickets are to be posted or £1 per transaction if tickets are to be collected from the Spa Box Office. An option may also be available for some performances to print your tickets at home for which there will be no fulfilment fee applied.

Bookings made in person at the Spa Box Office will be subject to a fee of 5% of the face value of tickets unless otherwise stated.

 

I’m getting ‘AVS Declined’ / ‘AVS error’ when paying by debit/credit card online – what does it mean? 

If you receive an ‘AVS failed’ error this is due to the address you have entered not matching that of your payment card. Our Ticketing System will only authorise debit/credit cards if the full name and address details match where the card is registered. If these do not match then the card transaction will be declined and we will not be able to process the sale. This may result in your account appearing to have a charge taken – this will be removed by your bank automatically within 3 to 7 days.

 

 

General Enquiries

Who do I contact for lost property?

Please email spaenquiries@siv.org.uk or call 01723 821888.

 

How do I make a complaint?

Scarborough Spa endeavors to make your visit as enjoyable as possible, however if you do encounter a problem please feel free to contact us by emailing spaenquiries@siv.org.uk F.A.O Customer Services.

Please note it is often easier to resolve a complaint at the time as there is often very little we can do after the event. A Duty Manager always works at each event so it is always best, in the first instance, to speak with them at the time to see if your problem can be resolved immediately.

 

 

Hospitality, Catering & Special Events

Can I hire Scarborough Spa?

Yes! Scarborough Spa is available for hire for both corporate and private events. Be it a conference, exhibition or a special event, we have multiple spaces for you to choose from. For more information please contact our Events Team on 01723 376774.

 

Do you offer any pre-show dining options?

Yes! Pre-show dining is available on select shows. You can see if it is available on the individual event page and book via the pre-show dining link.

 

Can I get married at Scarborough Spa?

Absolutely. Scarborough Spa offers fantastic wedding packages, with the option of the ceremony in the Suncourt. For further information call 01723 376774 or visit the dedicated weddings page.

 

For all enquiries & further information, please contact 01723 821888.

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