music venue faq’s

Ivy Ballroom at Surf Hotel & The LAWN

 
 

Common Ticketing Questions

HOW DO I PURCHASE TICKETS IN ADVANCE?
Tickets may be purchased in advance at https://tickets.surfhotel.com/

CAN I BUY TICKETS AT THE BOX OFFICE?
If the show has not sold out you may purchase tickets at the box office; however, we encourage patrons to purchase tickets in advance.

WHERE DO I PICK UP MY TICKETS/WRISTBANDS?
Tickets/wristbands may be picked up at the box office located outside the Surf Hotel.

DO I NEED TO PRINT MY TICKET(S)?
No! If your tickets were sent via digital delivery to your email, or you have a QR code, all you need to do is present the barcode (or QR code) on a mobile device. Please make sure the brightness is up on your screen and that we can see the entire barcode.

THE SHOW IS TONIGHT, AND I CANNOT PRINT OR FIND MY TICKETS. WHAT SHOULD I DO?
Please take your photo ID and receipt (if you have it) to the box office and they will be able to assist you there.

CAN I EXCHANGE/UPGRADE MY TICKETS?
All sales are final, and tickets are non-refundable and non-exchangeable after purchase. In most cases, we do allow patrons to upgrade passes based on availability.

WHAT IS YOUR REFUND POLICY?
All sales are final. No refunds unless a show is canceled, in which case ticket buyers will be informed ASAP. Refunds are available only for canceled or postponed events.

I PURCHASED A TICKET FROM ANOTHER WEBSITE, CAN YOU TELL ME IF IT’S VALID?
If you buy a print-at-home ticket or hard ticket from an unauthorized vendor or source, we cannot, and will not, guarantee that it is a valid ticket. The LAWN & Ivy Ballroom are not responsible for any counterfeit tickets and cannot provide support for any third-party purchases.

Common Venue Questions

IS THERE SEATING IN THE VENUE?
Both The LAWN and Ivy Ballroom are standing-room-only, unless noted otherwise on the ticketing link (tickest.surfhotel.com). If you are in need of a chair due to a disability, please see the following two questions. You may not bring a blanket to sit down at ticketed events.

CAN I BRING A CHAIR, OR CAN YOU PROVIDE ONE?
You are not allowed to bring a chair to the venue. If you need a chair due to a medical condition, please email our venue manager in advance so special accommodations may be arranged: eddie@surfhotel.com

I HAVE A DISABILITY, WHAT KIND OF ACCOMMODATIONS CAN YOU MAKE FOR ME?
Both The LAWN and Ivy Ballroom can accommodate persons with disabilities. If you have a specific need, please email our venue manager in advance so they may be arranged: eddie@surfhotel.com

WHAT TYPE OF PAYMENT IS ACCEPTED?
We takes cash and all major credit cards. Checks are not accepted.

IS THERE AN ATM IN OR NEAR THE VENUE?
No - the closest ATM is located on Main Street which is about a 15 min walk.

DO I NEED AN ID TO ENTER THE VENUE?
Both The LAWN and Ivy Ballroom are an all-ages venue and ID isn’t required unless you are over 21 and you would like to consume alcohol.

DO I NEED AN ID TO DRINK?
Yes - You must have a valid driver’s license or other government issued photo ID, proving that you are over 21 years of age, in order to purchase and consume alcohol in the venue.

DOES THE VENUE OFFER FOOD?
Yes, food can be purchased inside the Hotel at Wesley & Rose. The LAWN sometimes has food at the food stand inside the venue. The kitchen is open until 10 PM in the summer and 9 PM in the winter.

CAN I SMOKE IN THE VENUE?
No, smoking is not allowed in the venue.

CAN I LEAVE THE VENUE AND COME BACK?
Reentry for patrons is allowed with a valid wristband provided by the venue.

DO YOU HAVE SECURITY STAFF ON HAND AND HOW CAN THEY ASSIST ME?
Yes. If you have any questions or need assistance with a complication, please alert any of the security staff on site at the entrance.

DOES THE VENUE ALLOW PYROTECHNICS?
The LAWN and the Ivy Ballroom do not allow the use of pyrotechnics.

IS THERE A SECURITY SCREENING FOR ENTERING THE VENUE?
For all outdoor concerts, there is a bag check to enter The LAWN. If you leave the venue and wish to re-enter, you will be subject to another security screening.

WHAT AM I NOT ALLOWED TO BRING?

Prohibited items include:

  • Bota bags or wine skins

  • Alcoholic beverages or illegal drugs

  • Outside food and beverage (unless you have a medical condition)

  • METAL reusable water bottles

  • Glass bottles or aluminum cans

  • Laser pointers (will be confiscated and patron will be subject to ejection)

  • Recording devices (audio, video or cameras as restricted per show)

  • Any weapon or item construed as a weapon such as guns, knives, sticks, tasers, fireworks, or firearms

  • Bullhorns or noise makers

  • Lawn chairs

  • Blankets

  • Umbrellas

  • Confetti

  • Animals (except for service animals)

  • Skateboards

  • Chains or jewelry with spiked edges

WHAT AM I ALLOWED TO BRING INSIDE THE VENUE?

  • Strollers

  • Empty PLASTIC reusable water bottles. Water stations are inside to refill your bottles.

  • Unopened/factory sealed water bottles

  • Snacks for children / people with medical conditions

  • Your best dancing shoes

CAN I BRING A CAMERA AND AUDIO/VIDEO RECORDING EQUIPMENT?
Neither venues allow professional cameras, audio or video recording devices, or cameras with detachable lenses unless the artist performing that evening has approved proper press credentials. Point and shoot cameras that fit in a front shirt pocket are acceptable as long as they do not have a detachable lens.

DOES MY CHILD NEED A TICKET?
Ticketing requirements for children vary from show to show. Please review the requirements for each event at tickets.surfhotel.com.

CAN YOU HOLD MY BACKPACK OR COAT?
The LAWN does not provide a coat or bag check at the venue. The Ivy Ballroom does have a coat rack during the winter shows.

IS THERE A LOST AND FOUND?
Yes - we will keep found items at the Surf Hotel’s front desk for a short period of time. 

WHAT TIME ARE DOORS?
For door times please reference your ticket or the ticketing website via tickets.surfhotel.com 

WHAT TIME DOES THE SHOW START?
Standard show times usually begin an hour after doors although this may not always be the case. Check the event page via tickets.surfhotel.com for time updates.

HOW LATE DO YOUR SHOWS RUN UNTIL?
End times vary but generally, The LAWN has a curfew of 10:00 PM. The Ivy Ballroom shows vary and will be listed on the ticketing link (tickets.surfhotel.com)

WHAT HAPPENS IF AN EVENT IS CANCELED OR POSTPONED?
If a show is canceled or rescheduled, ticket holders will be notified immediately via email by the Surf Hotel and tickets will be refunded or apply towards the rescheduled show.