Hospitality FAQs

BOOKING HOSPITALITY ONLINE

Which events can I book online?
All events with the 'Choose Your Experience' section are available to book online. You will be able to add a package to your basket on the individual package page.

Choose your experience

How do I purchase hospitality online?
To make a booking, select the event you wish to purchase and click the + button to add to basket. You can then continue shopping or select 'Basket' to proceed to checkout.

If this is the first time you have purchased from us online, you will need to register before completing your booking. If you have previously registered on our website, you can log in with your existing login details.

The check-out process should be self-explanatory, however, if you need help and/or don’t receive an email confirmation upon submission of a booking, please contact us on 0208 843 7699 (Monday to Friday 9am – 5.30pm) or email us.

Alternatively, if you do not wish to make your payment online, please click submit an enquiry and a member of our team will contact you shortly.

Why don’t my login and password work?
Passwords are case-sensitive and must consist of 8–15 characters and contain at least three of the following: Lowercase letter, uppercase letter, a numeric or special character. If you have created an account with us before, please use the forgotten password link.

What do I do if I have forgotten my password?
Click the “Forgotten username or password?” button on the login page and follow the prompt to enter your email address. Your username and password will then be emailed to you.

I have a large group I wish to book for… can this be done online?
Yes, as long as there is availability. Once you have chosen which event, package and date you wish to book, you will then have the option to choose the amount of places you wish to purchase.

When and how do I pay?
Enter your card details on the payment page when asked to do so. Once your card has been verified, your booking will be confirmed and you should receive a confirmation email.

Is it safe to submit information through the online booking system?
Yes. All transactions are carried out using secure server technology.

What payment methods do you accept?
We accept all major credit and debit cards excluding Diners. All transactions are securely encrypted. Please note, we do not add a surcharge when paying by credit card.

Do I have to pay when booking online?
In order to secure your booking online, you will need to either pay by credit or debit card using our secure online. If you wish to make a payment by invoice, please register as a corporate customer.

Why am I getting the message "Warning: Page has expired"?
Once you are logged in, you are in a secure environment. You cannot use the browser back button for security reasons.

What are the conditions of sale when I purchase packages?
In order to complete an online booking, you will need to read and accept our Terms & Conditions when prompted to do so.

How can I cancel a booking?
All web bookings can be cancelled before reaching the confirmation of payment screen by simply clicking the “cancel” button. If you wish to cancel after the booking has been completed, you will need to contact us directly either by phone or email to cancel.  Any cancellation fees that may be incurred follow the same policy as bookings made by any other means.  For further information, please read our Terms & Conditions.

Do you refund VAT? 
Our products and services are provided within the UK and are therefore liable to value added tax (VAT), charged at the time of booking at the prevailing rate.  The onus on processing VAT refunds, where eligible, is on the person making the booking.

HOSPITALITY

Can I purchase tickets only for an event?
No, we do not sell tickets; all of our hospitality experiences come with officially allocated tickets.

Can we bring our own branding, theming or promotional material?
This cannot be guaranteed, however, we will accommodate wherever feasible. Please discuss options available with your Account Manager or the Events Team.

Where is the best place to meet my guests?
A pre-event guide is sent to capture guest’s names in advance of each booking. The more accurate the details provided are, the better the meet and greet experience. The best place to meet guests is within your booked facility, where our hostesses will escort upon arrival.

Do you provide hospitality to any overseas events?
As a rule we can source official hospitality packages for almost any major sporting or cultural event. If we can’t help you then we’ll always try and point you in the right direction. To make an enquiry please call 0333 414 9841 and speak to a member of our sales team.

Is there a min/max number of people that can book to attend an experience?
There are no minimum numbers, although certain facilities will have minimum numbers for private tables. The maximum number is dependent on the event and availability but we regularly cater for very large parties.

When will I receive event documentation for the event?

We generally send out packages approximately one to two weeks before the start of an event. In some cases the actual tickets will be distributed at the events themselves due to value and problems with security.

Can I alter my booking at a later date?

Subject to our Terms and Conditions and availability, your booking can be altered. We will always do our best to accommodate changes.

Are there any extra hidden costs e.g. service charges?
The price shown is the price to be paid. We will charge extra for additional items such as seat cushions, parking and any other extras requested on top of the specified package. You will be notified of the costs of any extras at the time of your request.

Can I specify catering arrangements for guests?
The events team will send out a reminder email six weeks prior to the event, which includes a request for dietary requirements. This information can be provided by logging into your account and selecting 'Manage guests & tickets'. Our events team will contact you if any further clarification is needed. 

Do you offer gluten free dishes?
Upon request we can provide meals which will be produced using non-gluten containing ingredients, however, we are unable to guarantee that it does not contain traces of gluten due to the kitchen and food handling processes. If you have any concerns, please don’t hesitate to contact your Account Manager or the Event Hotline on 0208 843 7700.

How can I pay for the package? Can I pay by cheque?
There are several methods of payment. We accept all major credit and debit cards as well as cheques and transfers.

Is the package price per person or per table?
In general, prices are shown on a per person basis. However, some private tables have a minimum number of people.

Is car parking included?
Parking is not included within our packages. However, subject to availability, it is possible to purchase parking as an additional extra.

What is the dress code?
The dress code differs slightly for each event. The general rule is smart casual (no ripped jeans and no team sports shirts), and to dress up warm for winter events. Please refer to your event documentation for clarification on the dress code for specific events.

Are drinks included in the package price?
The majority of packages include both alcoholic and soft drinks. The drinks package does differ from event to event, please check the package details page for confirmation.

How far in advance do I need to book?

It is always best to book as early as possible to ensure access to the best facilities possible.

Why are unofficial agents often cheaper?

Unofficial agents are often cheaper simply because they are unofficial. They are not affiliated to the venues, or officially appointed by the sport’s governing bodies and will often obtain tickets illegally. Their facilities are normally off-site, if indeed they exist at all. Unofficial agents will often add a service charge not mentioned at the time of booking.

How can I make a complaint?
If you have any complaints regarding the services provided by Keith Prowse, we can be contacted via: events@keithprowse.co.uk. In addition, any complaints may also be directed to European Online Dispute Resolution Platform, which is accessible via the following link:
http://ec.europa.eu/consumers/odr/.

How can I find out about disability access?
Any special mobility requirements can be specified in your online account under 'Manage guests & tickets'. The Events Team will do their best to accommodate all of your needs.

Do you take photography?
We occasionally employ the services of a professional photographer/videographer to capture hospitality images for use in marketing activities, which may include but isn’t limited to our own and third-party use.To request imagery of you to be removed from marketing materials, please contact us at marketing@keithprowse.co.uk and we will remove materials as soon as is reasonably practical.

What security precautions do you take?
We take the safety and security of all those attending our hospitality experiences very seriously and wanted to reassure you that we’re working closely behind the scenes with our clients, the venues, and their respective security advisors and local authorities. Security plans are always regularly reviewed and in light of recent events, are being revisited on a regular basis to ensure that plans remain at an appropriate level.

With this in mind, please be aware of the following which should be shared with those attending events this summer. Please:

Thank you in advance for your consideration. If you do have any questions and/or require further information, please don’t hesitate to contact our Events Team on 0208 843 7700.

TERMS & CONDITIONS

View our full Terms & Conditions, or contact us
Alternatively, you can call our Sales Team on 0208 843 7699.  Our opening hours are Monday to Friday 9am – 5.30pm.

PRIVACY

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Because we respect your right to privacy, you can choose not to allow some types of cookies. Click on our ‘privacy settings’ at the bottom of the page to find out more and change default settings.

UPCOMING EVENTS

We update our website with any new events on a regular basis. To view our upcoming events, you can select the Calendar function in the navigation ribbon. We also send out monthly newsletters to keep clients fully informed of any events that are just on sale or on the horizon.
Click here to subscribe to the newsletter and be the first to hear of new events and offers.