EVENTS FREQUENTLY ASKED QUESTIONS

We want your concert experience with us to be as safe, easy and enjoyable as possible. If you have questions about the event you are attending, then this is the place to be. Please read over our frequently asked questions, it covers everything you need to know.

Frequently Asked Questions

WHAT CAN’T I BRING?

No chairs
Poles
Umbrellas
Sticks
Selfie sticks
Banners
Oversized flags
Fireworks
Flares
Explosives
Laser pointing devices
Large flashlights
Prams
Carts / Wagons
Beach Trolley
Fireworks of any kind
Perfume Bottles
Animals (except for authorized assistance dogs)
Any other object which may be used as a missile or weapon.
Beverages of any kind
Bags larger than A4
Backpacks
Any other object that the promoter considers inappropriate or dangerous.

PLEASE NOTE: THESE ITEMS WILL RESULT IN CONFISCATION

HOW DO I GET THERE?

Bus
Buses run from Brisbane City to Eatons Hill Hotel and are available on the 357 & 359 routes. Use Translink for your route. Click here to see the current bus timetable

Train
If you’re catching the train, the closest station is Strathpine Station on the Caboolture Line. From there you can order a Taxi/Uber or catch 338 Bus Route from the station. Use Translink for your route. Click here to see the current train timetable

Taxi/Uber
Taxis & Ubers can be caught from the Taxi Zone outside the Eatons Hill Hotel Front Entry.

Driving
There is very limited onsite parking available, so we urge patrons to arrive and leave via public transport
There is accessible parking available close to the main entry gate of the hotel and the concert. If you are planning on using this facility, please make sure you have your valid disability parking sticker/permit displayed in your window.

Driving from:
Brisbane City – Eatons Hill Hotel: estimated 30 minutes
Mooloolaba – Eatons Hill Hotel: estimated 1 hour, 15 minutes
Gold Coast – Eatons Hill Hotel: estimated 1 hour, 30 minutes

Camping overnight at the hotel or in the car park is prohibited.

IS THERE ACCOMMODATION ON-SITE?

Yes. We have our own on-site accommodation available to book here: https://www.eatonshillhotel.com.au/accommodation/

DO YOU ACCEPT DIGITAL IDS?

Yes, we accept QLD Digital IDs. The ID must be opened from the QLD Digital License app.

No screenshots will be allowed

WHAT FORMS OF ID DO YOU ACCEPT?

We only accept the below forms of ID to enter the venue:

Valid QLD Drivers License
Valid Passport (Australian or International)
Valid Australian proof of age card (formerly 18+ card
QLD Digital IDs are accepted. Must be shown through the app

CAN I COME AND GO FROM THE EVENT?

NO, pass-outs will NOT be available throughout the event, so please ensure that you take everything that you require into the concert upon arrival.

IS THE CONCERT INDOORS?

Eatons Hill Hotel has two concert spaces.

The Grand Ballroom which is located indoors and entered through lower level carpark which is completely covered (the majority of events include this area) and an outdoor space for Festivals hosted on The Green. This space is an open-air area with limited shade coverage. We do encourage the use of sunscreen.

Please refer to your ticket to confirm the location of the space for the event.

IS EATONS HILL HOTEL OPEN TO THE GENERAL PUBLIC ON THE DAY OF AN EVENT?

Yes, in the main hotel upstairs for Bistro, Gaming and Bars only. Pass-outs will NOT be available throughout the event

WHERE DO I BUY TICKETS?

All ticketing information can be found on our website under the Entertainment section. This includes any VIP packages that may be available for the event. https://www.eatonshillhotel.com.au/entertainment-and-events/

If you have questions about your tickets, please contact the ticketing company you purchased them from. The official ticketing agencies for Eatons Hill Hotel are Ticketmaster, Oztix, Moshtix and Ticketek and the venue Eatons Hill Hotel.

Eatons Hill Hotel takes no responsibility for any tickets purchased outside of the official ticketing agencies. Tickets purchased through third parties such as Ebay, Gumtree, Viagogo, Facebook etc. are done so at the customer’s own risk. Fraudulent tickets will not be honoured.

On the day of the event official ticketing agencies have representatives onsite should you have any ticketing queries on the day. Tickets don’t need to be printed out as they can be scanned via phone.

ARE THERE CHILDREN’S TICKETS?

Some of our concerts will be all ages events with under 18’s tickets being issued at the Promoter’s discretion. Pricing, availability & allocation are set by the Promoter and are available only from the authorized ticketing agency. Please direct any questions or requests for Under 18’s tickets to the Ticketing Agency.

If your concert is an all-ages event, Eatons Hill Hotel’s major concerts guidelines follow the same rules that any minor would experience at your local pub. Under 18’s must be always accompanied by a responsible adult and are not allowed to approach the bars at any time.

We do not recommend bringing babies or young children to our concerts due to the noise levels and the number of patrons attending.

CAN I LINE UP EARLY?

While we understand some General Admission patrons want to be first in best dressed, we recommend that you line up only a short time before the advertised gates open time. The gates cannot and will not open early just because there is a long queue.

WHAT DISABLED FACILITIES DO YOU HAVE?

Accessible parking is available near the main entry point to the Hotel and Concert. You will be directed to the accessible parking spaces by our Traffic Marshals.

Accessible toilets are located inside the Grand Ballroom.

Accessible seating arrangements and companion tickets are handled by the Promoter & Ticketing agency – please refer any questions to the Ticketing agency for the concert.

The Grand Ballroom does have a lift that is available. Inform staff on arrival for access from the Mezzanine carpark level to the floor area below.

For any further questions or information please contact reception on (07) 3325 6777

COMPANION TICKETS?

Companion cards are accepted at all our concerts for GA tickets only. All companion cards must be issued a ticket from the show’s ticketing agency. You will need to contact the ticketing agency to be allocated a companion ticket.

CAN I BRING MY OWN CHAIR?

Unfortunately, we do not allow chairs to be bought into the premises. Should you require wheelchair access call our hotel reception on (07) 3325 6777.

CAN I BRING FOOD?

No, we are a fully catered venue and there is a strictly no BYO food policy. It is a condition of entry that a search of person or possession may take place with prohibited items confiscated by the venue.

Eatons Hill Hotel offer some hot food items at the bar for most events. Larger events will have food truck options available.

The venue also offers hospitality packages for some VIP ticket holders that include food & beverage along with the VIP ticket to the concert.

CAN I BRING DRINKS?

No, we are a fully licenced venue and there is a strict no BYO beverages policy. It is a condition of entry that a search of person or possession may take place with prohibited items confiscated by the Promoter.

There are multiple bars located around the grounds selling beer, wine, spirits, soft drink & bottled water.

IS YOUR RESTAURANT OPEN ON THE DAY OF THE CONCERT?

Yes, our Restaurant is open to the public. Bookings are essential and can be made by calling the hotel reception on 3225 6777 or via the online booking platform. https://www.opentable.com.au/r/eatons-hill-eatons-hill

Please let the restaurant staff know that you are attending an event.

I’VE BOUGHT A TICKET THAT INCLUDES A FOOD AND BEVERAGE PACKAGE, WHAT TIME SHOULD I ARRIVE?

Eatons Hill Hotel’s VIP packages which include food and drink beverages are all run at varying times. Please make sure you refer to your ticketing information to see when your package begins. To ensure you get the most out of your package please ensure you arrive on time, if you arrive late, you may miss some of the food options or service. Please check the time of your event package.

CAN I USE MY CREDIT CARD TO PAY FOR DRINKS?

Yes, we have Eftpos facilities at our bars.

DO YOU HAVE ATMS ON SITE?

Yes, we have one ATM inside the event space, some events have portable ATM’s outside. Whilst we do have these facilities, it is advised that for convenience you plan ahead and bring the amount of money you think you may spend on the day to avoid lining up. Alternatively, you can use Eftpos.

CAN I SMOKE AT THE VENUE?

Yes, ONLY in the designated smoking areas – these areas are determined by the Venue’s Management.

WHAT HAPPENS IF IT RAINS?

If an event is hosted in the Grand Ballroom (indoors) it will still proceed when raining.

If the event is hosted outdoors on The Green, and it rains you may get a little damp because the concert will proceed rain or shine. By purchasing a ticket, you acknowledge the venue is an open-air space and no refunds or exchange will be given in the event of bad weather. If it looks overcast, we recommend bringing a rain poncho and gumboots as umbrellas are not allowed onto the site. No refunds will be given to those who decide not to attend the concert due to weather conditions.

If weather conditions are deemed too dangerous for the artist to perform or put staff and patron’s safety at risk, the Promoter may cancel the concert and will issue a refund or reschedule the event.

WHAT DO I WEAR?

Our outdoor concert space loves swallowing heels and as it is grass underfoot, we would advise you wear comfortable flat shoes. Also, because we are an open-air venue, we would suggest dressing for the occasion. Depending on the season you may need to bring with you a warm coat, waterproof jacket, rain poncho or gumboots.

Our Grand Ballroom concert space is indoors with carpet, with a small set of stairs to access specific areas. The same dress code is encouraged as the outdoor space to wear comfortable shoes.

Always remember to slip, slop slap because even though it may be overcast the UV rays can still break through the clouds. In the event of wet weather please remember that umbrellas are not allowed because they block the view of others, wear a poncho instead.

WILL THERE BE SEATING AVAILABLE AT THE EVENT?

Some events are seated, and this is usually specified on the ticketing agency’s website where you purchase the tickets.

Should it be a standing-only event and you require wheelchair access please call our hotel reception on (07) 3325 6777.

WHAT TIME DOES THE MUSIC START?

The gate open time does not reflect the time in which the music begins. The time the main act, and support act/s take the stage varies and is dependent on the Promoter, Artist/s and the weather conditions. Set times will be advertised as soon as they are available and will usually be listed on the ticketing agencies or venues website a couple of days before the concert.

There is time between when the gates open and when the music starts to allow patrons leisurely access without having to queue for long periods beforehand or miss any of the show.

We will do our best to advise you of the set times however the lead up time in which the Promoter announces the set list is not our responsibility. We will advertise the list on our Social Media platforms as soon as it has been finalised.

WHO IS IN CHARGE OF SECURITY?

Any security guards at the gates, outside the venue and inside the venue are appointed by Eatons Hill Hotel. If you have any issues, please direct your questions to Hotel Management.

WHAT ARE YOUR POLICIES ON RESPONSIBLE SERVICE OF ALCOHOL?

Eatons Hill Hotel takes the Responsible Service of Alcohol very seriously. At every concert we have Security Guards and RSA Marshalls roaming the venue.

Patrons are assessed upon entry to the venue and if deemed to be intoxicated will be refused entry. Police and security guards also patrol the car park to ensure patrons are not “pre-loading” before entering the concert arena.

If you are concerned about the condition or behaviour of patrons near you, please alert one of the Security or RSA staff members.

CAN I VISIT YOUR BOTTLE SHOP AT THE CONCERT?

No, in accordance with our alcohol management plan the Bottle Shop is open on concert days, however it is not permitted for your open alcohol to be bought into the event venue.

IF IT IS A SEATED CONCERT DOES THAT MEAN I CAN’T DANCE?

No, we want everyone to enjoy the music as they see fit however, we do want to be considerate of the people around and behind you. If you are attending a seated concert and would like to get up and dance there will be designated standing areas to the side that will not block anyone’s view.

ARE THERE SEATS?

That depends on the event! Most of the time our General Admission area is standing room only for attendees to enjoy live music.

Should you require wheelchair access please call our hotel reception on (07) 3325 6777.

WHAT HAPPENS TO LOST PROPERTY?

Any lost property that is found by or handed to a Eatons Hill Hotel staff member is held at the Hotel for one month. If you have lost an item while at a concert, please call our hotel on 3325 6777 and provide a detailed description.

Terms & Conditions

By purchasing a ticket, you acknowledge that you enter the Venue and Event at your own risk.
By purchasing a ticket, you acknowledge that the venue is an open-air space (if on The Green) and no refunds or exchange will be given in the event of inclement weather. It is an all-weather venue; no refunds will be given if you choose not to attend due to weather conditions.
At Managements discretion, they have the right to refuse entry or to eject a ticket holder for behaviour likely to cause damage, injury, and nuisance or for failure to comply with reasonable requests. Those evicted from the Venue will not be re-admitted to the Event and tickets will not be refunded. Intoxication, aggressive or anti-social behaviour is not acceptable and will result in discharge from the Venue.
By entering an event you agree to being filmed and photographed during the event. Footage or images may be reproduced, published, and exploited by the Promoter without limit including but not restricted to marketing and promotional use and in all media.
During an event, patrons must follow official directions by Venue staff and security and remain on designated pathways.
The concert styles will vary in accordance with the event organisers. By purchasing a ticket, you acknowledge the concert style (all seated, all standing, mix of both seated and standing) and agree to abide by the concert regulations out of consideration for other concert attendees. We are within our rights to ask people to leave if they do not follow these guidelines.
All patrons must adhere to licensing laws. Any patrons who are intoxicated or disorderly will be evicted from the venue. Management reserve the right to refuse entry.
Trespassers and anyone helping or supporting trespassers will be ejected from the Venue.
No Pass outs will be permitted.
If the event organiser permits, persons under 18 must be accompanied by a ticket-holding parent or legal guardian at all times and must also have a valid ticket. If the event is 18+ then underage attendee’s will not be permitted.
At the time of booking your tickets, you agree to these Conditions of Entry AND the Ticketing Company’s terms and conditions of purchase.
Defaced tickets will not be accepted, and you may be refused entry if your ticket was purchased from an unofficial ticket seller or ticket scalper. Lost or stolen tickets will not be replaced or reissued, even if you have proof of purchase. Your ticket is your responsibility.
Wristbands may be provided at the Event for reserved seat ticket holders. Wristbands which have been removed or tampered with will be rendered invalid and will not be replaced. Wristbands are your responsibility, and any lost or missing wristbands will not be replaced.
At the time of entry to the Venue, it is a condition of entry to all Events that a search of person or possessions may take place. Prohibited items will be confiscated by the Promoter. The Promoter accepts no responsibility for confiscated items.
Out of consideration for the people around you, no tables, tents or sun shelters. Umbrellas are also not permitted. If it is raining, please bring good quality raincoats and gumboots instead.
We do not allow chairs to be bought into the premises, they will not be permitted. Should a chair/seat be required for medical reasons you must contact the hotel and confirm prior to the event.
BYO alcohol is not permitted. Alcohol is available for purchase at the Event. Patrons found to have brought alcohol into the Venue will be ejected from the Venue. Patrons who wish to consume alcohol must have photo ID. Due to liquor licencing laws, it is an offence to supply minors with alcohol and anyone found doing so will be evicted from the Venue.
BYO Food is not permitted. Food is available at the Event for purchase.
No BYO soft drinks or any other non-alcoholic beverages. Drinks required for dietary, or health purposes are allowed in sealed containers with written consent from a health professional. Bottled water is permitted; however, it must be sealed.
No BYO glass of any kind-this includes wine glasses, jars, or any other containers or items made of glass. Although bottles of wine will be sold inside the Venue you may not bring any glass object into the Venue.
No metal cutlery or knives are permitted into the Venue.
No animals (except guide dogs) are permitted in the Venue.
Smoking is ONLY permitted in marked designated smoking areas.
Please note, what you bring is with you for the day as there are no pass-outs issued and there is no locker or bag holding facilities.
Professional-standard cameras and video cameras are not permitted, however point, and shoot cameras are permitted. Discretion as to whether your camera is deemed as a ‘professional-standard camera’ rests with the Promoter’s security staff and debate will not be entered. Unauthorized photography may result in images being deleted by security staff.
Any items or objects considered by the Promoter and the Venue to be dangerous or capable of causing public nuisance and that could be used to distract, obstruct, or interfere with any performer are prohibited. Example of some prohibited items are open fires, naked flames, laser pointers, fireworks, flares, flags or banners, whistles, horns, musical instruments, and loud hailers.
Space is limited on the grass so please be considerate. You may be directed by security and Event staff if required to move.
The decision to cancel an Event will be made on the date of the Event. The Event will only be abandoned if the Promoter deems the conditions dangerous. Refunds (whole or in part) will only be available at the point of purchase if an Event is abandoned or cancelled.
The Promoter has the right to re-schedule or cancel the Event. If they do so, the Promoter will use best endeavours to inform ticket holders via their website. If the Event is re-scheduled, ticket holders unable to attend the re-scheduled Event must apply for a refund within five working days of the new date. Free or complimentary ticket holders will not be entitled to a refund for a cancelled or re-scheduled Event.
In the event of a change of the support act line-up change, refunds will not be available as the Promoter reserves the right to change the support act line-up without prior notification.
Warning: Exposure to loud music may cause damage or loss to your hearing. If you are planning on attending an Event, we suggest wearing earplugs if long term hearing damage or loss is of concern to you.
Warning: The Venue is an outdoor venue (on The Green when stated) and although the up most care has been taken to make the Venue safe it may contain dangerous and uneven surfaces. Patrons should stick to designated paths where possible and exercise care and caution when entering or on the Venue premises.
In emergency or evacuation, you must follow all official directions by Venue staff & security.
To the maximum extent permitted by law, no responsibility for loss, injury or damages will be accepted by the Promoter and the Venue that was caused by the patron attending the Event or by entering or being on the Venue premise whether caused by the negligence of the Promoter, Venue or otherwise.

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