Frequently Asked Questions

Your Frequently Asked Questions

FAQs Quick Links

Before You Book

No, Hospitality Centre allows you to book events quickly and easily, with no fuss.

Quite simply, make sure you book official hospitality. We provide, where possible, pre-approved official hospitality packages which ensures that your booking guarantees you access to the very best facilities, plus first class service and catering, giving you peace of mind that you won’t be left disappointed or embarrassed in front of your guests.

Unofficial packages have no affiliation with the governing body of the sports or venues related to your event. Tickets will often be obtained through the black market and the hospitality facilities are usually located a considerable distance away from the actual event itself, often with a coach transfer or requiring you to make your own way on foot to the event. If in doubt, contact our expert team and we can advise you on the official packages and facilities for any event.

We organise hospitality packages and VIP tickets at thousands of events throughout the year, so if you don’t see the event you’re looking for then send us the particular event and your requirements through the enquiry form on our contact us page.

Whichever event you’d like a quote on, either enquire through the Quick Enquiry form on the event page or get in touch with us on our contact us page, outlining your preferred event and the number of guests attending, and a member of our expert events team will be happy to give you all the information you need.

No, the price you see on the booking form is the full and final price you will pay. Unfortunately there are several events companies that employ hidden surcharges which you may only discover after you have already booked, however this is not the case when you book with us.

You can either find your event on our website and submit an enquiry to us or call us directly on 0208 158 7772, at which point a member of our events team will be able to give you prices and the latest availability. When you are ready to book your places, we will send you a booking form electronically, which can be signed on any device. Once this is finalised, you will be issued an invoice, and once settled, you will receive a booking confirmation.


Once you have signed a booking form, you will be issued an invoice to pay for your booking. Your payment schedule will be indicated at the bottom of your booking form.

We accept all payment methods, including debit card, credit card, and banks transfers via CHAPS and BACS. Our banking details can be found at the bottom of your invoice.

Yes we accept all major credit cards. For security purposes, customers paying by credit card may be subject to a security check.

If you are unable to settle your invoice in line with your payment schedule, please let us know immediately. We will be in touch, however if we don’t receive communication from you, your booking will be cancelled. 

If you’d like to book an event and have a Gift Card, please get in touch, quoting your Gift Card number, and a member of our team will be able to assist with your booking.

No, prices quoted are per person excluding VAT, as indicated on your booking form and invoice. 

Please note that all sales are final and cancellation charges are in accordance with our Terms & Conditions.

If your event is cancelled, you will be entitled to a full refund, which will be issued back to your original payment method.

However if your event is postponed rather than cancelled, your tickets will remain valid for the rescheduled dates. 

If you have any other questions, please do not hesitate to contact your account manager for further assistance.

Before Your Event

A member of our dispatch team will be in touch 3 – 4 weeks before your event, requesting details which may include dietary requirements, vehicle information if parking is included in your booking, and in some cases a full list of attendees. Please ensure you reply promptly so we can make sure everything is organised for you well in advance.

Tickets are typically dispatched 3 – 5 days prior to the event.

Tickets are issued close to the event date by the venues/event organisers, in a bid to prevent black market activity.

In advance of this, our dispatch team will send you an event itinerary with confirmed timings for your day.

Different venues use various ticket types, including physical tickets, e-Tickets in a PDF format which are sent electronically, or in some cases via a dedicated mobile app. Our dispatch team will be in touch in the build up to your event to advise.

Our dispatch team will contact your 3 – 4 weeks prior to your event. If your booking includes a set dining experience, we will request dietary requirements form you at this stage, so please reply promptly so we can make sure everything is in place well in advance of your event.

As long as the event isn’t already sold out this shouldn’t be a problem, but please inform your account manager as soon as possible so we can organise seating your additional guests with your existing party.

Yes – a member of the dispatch team will be in touch in the weeks leading up to the event to confirm your address, so please advise them accordingly.

As policy we don’t ship tickets outside the UK because, with tickets often dispatched in close proximity to the event, the risk of them being delayed or getting lost en route is significantly increased. 

For international customers, simply advise us of the address of your accommodation in the UK, and we will ship your tickets there.

Car park passes are included with some hospitality packages. For more information check the inclusions on your event brochure, or get in touch with your account manager for further details.

At The Event

On the day you will need to bring your event ticket to gain access. We also recommend taking a valid form of identification, as events & venues often check this against the guest list.

If your tickets have been sent via email as PDF attachments, please print them in advance to ensure your day runs as smoothly as possible.

Please make sure you check your event itinerary in advance – this will advise what time doors open and hospitality lounges open.

We always recommend guests arrive when the hospitality lounge opens to take full advantage of any food & drink inclusions with your package.

Bag policies vary from event to event, however a common rule is that bags must be no bigger than A4 in size:

  • Height 297mm / 11.7 inches
  • Width 210mm / 8.27 inches
  • Depth 210mm / 8.27 inches

Contact your account manager to find out specifics for your event.

Dress codes vary from event to event. Dress code guidelines are often displayed on our event brochures or event itineraries; alternatively contact your account manager to find out more information.

General Questions

We have an experienced team of event specialists who will provide you with all the information about your chosen event and help you arrange everything from the moment you enquire, through to following up with you after the event to find out how the event worked well and to help you plan your next event.

Occasionally event dates change after the initial date announcement.

Football fixture dates change due to TV broadcast scheduling and cup competitions; dates subject to change is highlighted on our event brochures.

If your event is postponed, your tickets remain valid for the rescheduled event date.

If your event is cancelled, you will be entitled to a full refund, which will be issued back to your original payment method.

Question Not Covered?

Existing Customers

Existing customers who have already booked an event and have a question not already covered above, can submit a question via the form below, quoting your booking reference, and a member of our team will get back to you as soon as possible.  

New Customers

New customers who are yet to book an event with us and have a question not already covered above, can submit a question via the Quick Enquiry form on our contact us page and a member of our team will get back to you as soon as possible.


Our dedicated team work hard to keep all of our existing and prospective customers updated with the latest information. 

We appreciate your patience and understanding and will provide further updates to customers directly and via our website with the latest guidance.

There is no need to contact us unless it is an emergency. This will give our team the capacity to update everyone affected in a swift manner.

We sincerely appreciate your patience and understanding in these challenging times and we thank you for your continued loyalty and support.

If your event has been cancelled or is now to be held behind closed doors without spectators, we will be in touch with information about the refund process, along with alternative options should you wish to transfer your booking to another event.

If your event is postponed, not cancelled, your booking will still be valid for the rescheduled date. Please keep an eye on your inboxes, as our operations team will be in touch to keep you fully up to speed with latest developments.

Until an official announcement has been made, the status of your event remains unchanged and will proceed as originally planned.

If an event is officially postponed, rescheduled or cancelled, our operations team will be in touch with all customers directly with the latest update and the process thereafter.

This is dependent on which event you have booked, your original payment method and how quickly our team can process your payment.

If you paid by credit of debit card, your payment will be refunded to the same card/account with which you made the original payment.

If payments was made via bank transfer, our accounts team will get in touch to arrange your refund.

Our accounts department will process your refund within 21 days of advising you that your event has been cancelled.

We would recommend that you check the venue website for full information.

If your event is due to go ahead as planned, this decision will have been taken after careful consideration in conjunction with the local authorities. In this instance, you will not be eligible for a refund and our standard terms & conditions apply.