Policies

ACCESSIBLE SEATING

Handicap accessible seating is available on our main floor. This seating is available for the patron with the accessible need and one companion (up to 3 companions, if space allows). Accessible seating can be purchased in person at the venue box office or through Ticketmaster.

AGE REQUIREMENT

Hoyt Sherman Place is an all ages venue. Some events establish an age requirement to attend which will be enforced.

Children twenty-four months and older must have a ticket in order to gain entrance to events at Hoyt Sherman Place. Children under twenty-four months of age may enter without a ticket but must sit on their parent or guardian’s lap.

PLEASE NOTE: some events will require all attendees, regardless of age, to present a ticket for entry into Hoyt Sherman Place, which will be noted on the event listing.

AUTHORIZED TICKETING SERVICES

Trusted points of purchase include:

  • Venue box office (in person only; open Monday-Friday, 10:00 AM – 5:00 PM)
  • Ticketmaster (only trusted online ticketing outlet)
  • 800.982.2787 (phone orders through Ticketmaster)

Hoyt Sherman Place is unable to verify or guarantee the authenticity of tickets that were not purchased directly through an authorized sales channel (i.e. the Hoyt Sherman Place Box Office or Ticketmaster.com). For this reason, it is not recommended to purchase tickets from third-party resellers. If a ticket is purchased through a third-party reseller, Hoyt Sherman Place is not responsible for any fraudulent activity and will not honor invalid tickets.

BAG SIZE

Bags no larger than 13” x 15” x 6’’ will be permitted into Hoyt Sherman Place. Guests who have bags larger than this size will be asked to return them to their vehicles or discard them. This is in addition to the existing policy that all bags, purses or personal items of any size are subject to search. Diaper bags or medical bags are allowed to exceed that size limit, but will be searched. This policy is subject to change based on a show’s request.

CAMERAS/RECORDING

For most events, at the request of the artists, small point & shoot cameras are allowed. Professional cameras (specifically cameras with professional/detachable lenses and flash) are not permitted. Hoyt Sherman Place reserves the right to examine and prohibit the use of any camera that conflicts with the policy set by the event. Audio recorders, video recorders, and digital cameras with video capabilities are prohibited during all events.

CANCELED/RESCHEDULED EVENTS

In the event a performance is canceled or rescheduled, information is immediately sent to the local media for distribution and placed on the Hoyt Sherman Place website and social media sites. An email will be sent to the database of purchasers for that event.

If an event is canceled, refunds will be available at the original point of purchase.

If the event is rescheduled, tickets purchased for the original date will be honored on the new date.

PLEASE NOTE: In the event of a cancellation, the paid ticket price will be refunded. Tickets purchased with a credit card will be refunded to the original card used to purchase the tickets. Hoyt Sherman Place is not responsible for tickets purchased through unauthorized sources.

COVID POLICIES

Unless otherwise noted in the description for the event you are attending, Hoyt Sherman Place has no requirements. Please check the specific guidelines for the event you are attending, which can be found on the events tab.

In the best interest of fans and staff, Hoyt Sherman Place will continue to monitor local COVID trends and will meet or exceed protocols mandated by local governments. By purchasing tickets to an event, you agree to abide by the health and safety measures in effect at the time of the event.

FIRST AID

There is a first-aid station located on the east side of the main floor theater lobby. The AED is located on the west side of the main floor theater lobby at the upper lift platform.

PROHIBITED ITEMS

Arrive early and travel light, as you may be subject to search, which includes metal-detecting hand wands upon entry. For safety reasons, prohibited items include, but are not limited to:

  • Alcohol, drugs, illegal substances or any paraphernalia associated with drug use
  • Audio/Video recorders, professional cameras, tripods
  • Cans, bottles, coolers or other similar containers
  • Electronic cigarettes/vape pens inside facility
  • Flags/Signs with poles
  • Laser pens/pointers of any type
  • Noisemakers such as air horns
  • Outside food or beverages
  • Oversized bags, backpacks, duffel bag
  • Pepper spray/mace
  • Weapons of any type, including chains, knives, firearms and spiked jewelry
  • Any other item deemed unacceptable by event/building management

If an item is revealed during a search, patrons may dispose of the item or they may return the item to their vehicle. Hoyt Sherman Place does not safeguard any personal belongings or items of any type.

SMOKING

NO smoking of any kind (including e-cigarettes, vaporizers, and marijuana) is permitted inside the venue.

TICKET REFUNDS/EXCHANGES

All sales are final. There are no refunds or exchanges on any tickets. Ticketmaster is the only ticketing site authorized to sell Hoyt Sherman Place tickets, and Hoyt Sherman Place is not responsible for purchases made through unaffiliated websites.

WEATHER

If inclement weather affects an event, an email will be sent to the database of purchasers for that event. Updates will also be posted on Hoyt Sherman Place social media. If the artist makes it to Des Moines, the event typically goes on as planned, regardless of weather, and refunds are not offered.

WILL CALL

A government-issued ID matching the name on the tickets will be required when picking up tickets at the box office will-call window.