FAQ On this page:
Concessions and Dining
Entering the Building
Where can I park?
There is street parking around The Theater and several parking garages (Midtown Garage, Washington Square Garage) located nearby.
Where do you recommend I park?
It is recommended that you park in the underground Innovation Square Parking Garage.
It is safe and secure, monitored by cameras and security personnel 24 hours a day, 7 days a week. The elevator in the garage will take you directly to the main lobby of The Theater. Parking Charges will apply. Please see Directions & Parking for directions and other information.
Is there free parking?
Street parking is free after 6pm on weekdays and all day on weekends and legal holidays
Is there a fee to park in the underground garage?
Yes, there is a fee to park in the underground garage. The fee per car is TBD and subject to change without notice.
Entering the Building
Which doors do I use to enter The Theater?
If you parked on the street or are walking up to the main entrance, enter the lobby doors facing the inner courtyard and proceed to either of the two elevators. The Theater is located on the second floor. See pictures here
If you park in the Innovation Square parking garage, use either of the two elevators and go to the first (ground) level for the Box Office, or the top level (second floor) for The Theater
Concessions and Dining
Are there places to eat near The Theater?
There are several restaurants, open for dinner, within blocks of The Theater. Please visit Tripadvisor, or go to our Dining & Accommodations page.
Do you offer concessions/food/beverages?
Due to renovations, concessions are on an event-by-event basis.
Can I bring my own food and drink into the event?
No, we do not allow personal food and beverages in the auditorium.
Can I bring the concessions I purchase into the event?
Yes! Please feel free to bring your beverages into the auditorium to enjoy during the event.
Where can I purchase tickets
Tickets for events at The Theater online via the Box Office page, 24/7. When renovations are complete, tickets may be purchased in person at the physical Box Office located inside the main entrance of The Theater. Tickets may also be purchased over the phone. Please leave a message and someone from The Theater will return your call as soon as they are able.
Which rows are under the balcony overhang?
In the orchestra section, rows F-M are under the balcony overhang.
What if I lost my ticket?
Please contact the Box Office (firstname.lastname@example.org 585-281-4893) if you have lost your physical or electronic ticket.
Do the fees apply if I purchase my ticket in person?
Ticketing fees are applied both online and in person. The credit card fee does not apply for cash transactions, however the ticket and facility fee still apply.
Why are there ticketing fees?
Our ticketing fees fall into two categories: “credit card fees” - charged directly by credit processing companies - and the “service fee” - that help us defray the cost of event services including the ticketing system, merchant processing, and auditorium upkeep. While we don’t have control over our credit card fees we strive to keep our ticket fees as low as possible.
How much is the service fees?
The service fee is currently $4 per ticket and is subject to change.
Does my baby need a ticket if he/she/they are sitting on my lap?
Everyone is required to have a ticket regardless of age. All babies in arms must have a ticket. (Lap tickets are available for children 0-11 months for selected performances.) Please contact the Box Office (email@example.com 585-281-4893) for more information.
Can I return my tickets if I am unable to attend an event?
There are no refunds or exchanges on any performance unless a performance is canceled or rescheduled (please see below). We recommend that you do not obtain tickets from
unauthorized sources, as they may be stolen or counterfeit, and if so, are void.
How will my ticket be refunded if the event is canceled or rescheduled?
In the event of an event cancellation you will receive a notification from the presenting organization and are subject to their terms of cancellation. For events where tickets were purchased through The Theater box office you will receive your refund directly from The Theater. In the event of postponed or rescheduled performances please contact the presenting organization for questions regarding ticketing policies.
Is there an ATM on site?
There are no ATM’s in the building. Key Bank, M&T Bank and Chase Bank all have ATM's at their branches located within two blocks of The Theater.
Where is Will Call?
Will Call will be located at the Box Office on the first (ground) floor.
What if I forgot to print my tickets?
Contact the Box Office (firstname.lastname@example.org 585-281-4893), or visit the Box Office window prior to the event to obtain your ticket.
Is The Theater Accessible from the ground floor?
Yes, the main entrance to The Theater is located at ground level with direct access from the street. Once inside the lobby, elevators on either side go up to The Theater lobby located on the second floor. Unfortunately Balcony seating (located on the fourth floor) is not accessible via elevator so patrons are encouraged to purchase tickets in the Orchestra level if they have physical limitations.
Is there accessible seating?
Yes, accessible seating is located in the orchestra section of The Theater. Please choose the appropriate seats from the online Box Office, or call the Box Office to make arrangements, including companion seating.
Are service dogs and/or companion animals allowed in The Theater?
Service dogs are welcome in The Theater. In New York State, Service Animals are defined as a dog trained to do work or perform a task(s) for a person with a disability. We suggest purchasing a ticket on an aisle for the comfort of the animal and other patrons. At this time, other companion animals are not permitted.
Do you have accessible restrooms?
There is an accessible restroom located on the same level as The Theater, please follow signs in the lobby.
Do you have large print or Braille programs?
Large print or Braille programs can be made available to individual patrons. Please submit a request (email@example.com 585-281-4893) at least two weeks in advance of the event. At the event, an usher or the house manager will be able to provide your requested program.
Do you have Assistive Listening Devices?
The Theater has Assistive Listening Devices for all events. Headsets are distributed free-of-charge on a first-come, first-served basis with the deposit of a driver’s license or identification card. Following the event, please return the device to an usher or house manager to redeem the driver’s license or identification card.
Will there be sign language interpreters?
American Sign Language interpretation is available for events by advance request. Please submit a request at least two weeks in advance of the event (firstname.lastname@example.org 585-281-4893).
How can I contact The Theater?
For general inquiries please visit the Box Office in the main lobby at 131 Chestnut Street, call the office at 585-281-4893 or email email@example.com.
What if I arrive late?
If you arrive after the event has started, an usher will make every attempt to seat you as soon as it is safe and appropriate to do so. You may be asked to wait in the lobby until an appropriate time in the performance to enter which may be during the intermission. Depending on the situation, you may be shown to an easily accessible seat which is not your original ticketed location. You will be notified when it is safe to move to the location originally purchased, or are free to move during the intermission. We thank you for your understanding and apologize for any inconvenience this causes you.
Is there a dress code?
There is no dress code for The Theater.
Is there an ATM?
There are no ATMs in the building where The Theater is located. Key Bank, M&T Bank and Chase Bank all have ATM's at their branches located within two blocks of The Theater.
Is The Theater open to the public every day?
The Theater auditorium is not open to the public unless an event is scheduled. If you wish to see the venue, please contact the office to inquire about tour availability (firstname.lastname@example.org). For insurance purposes and security reasons, access to The Theater is limited.
How do I rent The Theater?
Please visit our Rental Page to learn more about renting the venue
How do I rent spaces at Innovation Square?
The Theater and its management company, Innovation Arts Management, are not responsible for other spaces located at Innovation Square. Please visit www.innovationsquareroc.com for more information.
How can I volunteer to be an usher?
Please visit our Volunteer page to submit an application form.
What is the code of conduct?
The Theater At Innovation Square is committed to providing a safe and enjoyable experience for patrons, performers & staff. We ask that all guests be respectful of those around them. Any guest who interferes with the enjoyment of another individual during an event is subject to immediate removal from the building. Additionally, standing on theater seats or any other building structures, or standing in aisles and doorways is also prohibited.
Are there prohibited items in The Theater?
Prohibited items include (but are not limited to) all weapons, including guns and pocket knives, oversized bags, backpacks, outside food and beverages, cans, bottles, drugs, laser pens, tripods and selfie sticks.
How do I sign up for email updates?
If you would like to be updated about new events added to the calendar, subscribe to our newsletters on the Subscribe page. You can choose the type(s) of events and frequency of the emails.
Can I record or photograph an event?
Policies regarding photography and audio recording vary from event to event. Please contact The Theater for information regarding a specific event or ask an usher. Announcements will be made prior to a performance regarding the specific policy of that event. If not permitted, an usher may ask you to refrain from taking pictures/recording, and if that request is ignored, the usher may ask you to leave the performance.
Where can I view a seating chart?
See the Box Office page or click here to see a seating chart of The Theater.