Frequently Asked Questions

Tickets

How can I order tickets?

Tickets can be purchased at the following locations for all Palace Theatre and Cohoes Music Hall Events:

  • The Palace Theatre Box Office, located at 19 Clinton Ave (two doors up from the main theatre entrance)
  • Online at Tickmaster.com
  • Ticketmaster Charge-By-Phone at 800-745-3000

Click here to learn more about our box office procedures.

What do I do if I lost my ticket(s)?

The venue is not responsible for lost or misplaced tickets. Customers who purchased their tickets through Ticketmaster should call 800-745-3000 and follow the prompts for a customer service representative. Customers who purchased their tickets through the venue should call the Box Office at (518) 465-4663 during regular business hours.

Why are my seats even or odd numbered?

In most sections of the theatre, seats are numbered non-consecutively in even or odd increments (i.e. 101, 103, etc.). Please be assured that these seats are, in fact, next to one another, and you will not be separated from your party. 

What is your exchange/refund policy for tickets?

Refunds are issued ONLY in the event of a show cancellation or date change. To receive a refund, tickets must be brought to their original point of purchase, refunds cannot be given at any location except where tickets were originally purchased. Refunds are available up to one year from the original performance date. There are no exchanges offered on any purchased tickets. There are no refunds or exchanges for any reason for complimentary tickets. Purchases of Memberships may not be refunded for any reason.

What is Will Call and how can I pick up my tickets?

A Will Call window is located in the lobby at both the Palace Theatre and Cohoes Music Hall. Will Call opens one hour prior to the performance at the Palace and one half hour prior to performances at the Cohoes Music Hall.

Do you offer group rates?

Group Rates and Discounts are available for many of our performances. Click Here for more information.

Accessibility

Is the theatre wheelchair accessible?

Accessible seating is available on the Orchestra level only at the Palace Theatre. The Cohoes Music Hall is accessible on every level of the theatre via elevator. Tickets for accessible seats may be purchased by calling the Box Office at 518-465-4663.

Do you have wheelchair/accessible parking?

ACCESSIBLE PARKING is limited in the vicinity of the Palace Theatre. If possible, please try and make plans to have someone drop you off in front of the theatre if you have special needs. For specific parking inquiries, please call the Box Office at (518) 465-4663.

Do you have an elevator?

No, due to the historic nature of the theatre, we do not currently have elevator access for patrons. The Cohoes Music Hall does have an elevator with access to all levels of the theatre.

Do you offer hearing devices for people with impaired hearing?

The Palace Theatre has a limited number of hearing assistance devices available for loan. Please see the House Manager in the main lobby to acquire one. A driver’s license is required as “deposit” for the device until returned. No assisted listening system is available at the Cohoes Music Hall.

Theatre Info

When do doors open?

At the Palace Theatre doors open 1 hour prior to showtime unless otherwise stated. At the Cohoes Music Hall, doors open one half hour prior to the stated showtime unless otherwise stated.

What is the food and drink policy for the theatre?

NO outside food or drink is allowed in the Palace Theatre. The Palace offers concession sales that provide our patrons with beverages (Soda, Coffee, Water, Beer & Wine), snacks, and fresh popcorn to enjoy during your visit.

There are several Bar and Concession stands throughout the lobby areas including the main lobby, back orchestra, mezzanine and for certain shows, the lobby area between the downstairs restrooms.

Is there a coat check?

The Palace Theatre and Cohoes Music Hall do not have coat check services available.

How do you deal with seating latecomers?

For many performances, latecomers will be directed to their seats by an usher upon arrival. For select performances (symphony, dance, and musicals) latecomers may need to remain in the rear of the theatre until an intermission or break in the performance.

Where is the best place to sit?

Every seat in the Palace is a great one! However, if you have seating preferences, we suggest purchasing tickets as early as possible to allow yourself the most flexibility in your seating.

What is the theatre’s camera policy?

The Palace Theatre generally allows cameras (no professional lenses and NO flash photography) to performances. However, we are obligated to honor specific artists' policies regarding camera & recording restrictions. Please call ahead to 518-465-4663 to inquire about the camera policy for the show you are attending. Camera policy details will often be posted throughout the theatre at events. Palace security reserves the right to ensure artist restrictions are adhered to.

Do you have an ATM?

An ATM is available during performances at the Palace Theatre in the main lobby. Please note that there is no ATM available at Cohoes Music Hall.

Concession stands at all of our venues accept cash and all major credit/debit cards.

Miscellaneous 

Do you sell gift certificates?

Yes, Gift Certificates for the Palace Theatre can be purchased in person at the Palace Box Office located at 19 Clinton Avenue. For more information about gift certificates, call the Box Office at 518-465-4663.

Who do I contact about lost and found items?

To report or inquire about a lost or stolen item during your visit, please call the Box Office at 518-465-4663.

How do I become a member?

Call 518-465-3335 ext. 121 or Click HERE.

I am a promoter, how do I inquire about scheduling a show at the Palace?

For booking and rate information or to setup an Event call Holly Brown, Executive Director, at (518) 465-3335 ext. 123 or email [email protected].

How do I become a volunteer?

Click Here for more information on volunteering.

Do you offer school programs?

Click HERE for our educational options.

How do I get to the theatre?

Find directions to the theatre HERE.

Where is the best place to park?

Click here for detailed information about various parking options around the Palace Theatre.