Frequently Asked Questions

Accessibility

Category: Accessibility

We work hard to be as accessible and inclusive as possible.

  • If you would prefer to skip the queue you can enter via our access gate, either let us know in advance or arrive at the gate and a member of staff will take you to your seat
  • Please speak to a member of staff if you have any specific requirements that we can help you with
  • Accessible toilets are available on site
  • We have a number of designated spaces near the accessible toilet and access gate. Please get in touch if you would like to book a specific seat
  • We provide complimentary companion tickets. Call our box office on 0131 622 6554 or email us on multistory@gildedballoon.co.uk to book a companion ticket.

For further information about accessibility of the site see our Accessibility Guide here or contact us on: multistory@gildedballoon.co.uk

Category: Accessibility

There are several blue badge parking spaces nearby. Further information on accessibility and parking can be found in our Accessibility Guide here.

Category: Accessibility

The site is fully accessible with level access and/or ramps. Further information about the site and accessibility can be found in our Accessibility Guide here.

Covid-19

Category: Covid-19

We are continually updating our procedures in line with government guidance. Attendees will be informed of major changes as soon as possible via the contact details provided when booking and via our social media platforms.

Please note that if social distancing regulations are removed we will still be maintaining 1m social distancing at MultiStory.

Category: Covid-19

We have a comprehensive COVID19 mitigation plan and policy that all attendees, staff and performers must adhere to. Protocols include:

  • Physical distancing measures in place across the site including seating in social bubbles
  • One-way systems
  • Face coverings are required to be worn at all times when moving on site. Attendees can remove their masks when seated
  • Contact tracing via the Check in Scotland App
  • Regular cleaning and disinfection schedule across the site
  • Sanitiser stations across the site
  • Strongly encouraging attendees to take Lateral Flow tests in advance of visiting the site

Further information on our COVID19 measures can be found here

Category: Covid-19

Please do not attend if you have symptoms, have tested positive or have been told to self-isolate. If you have tickets to an event, contact us and we will arrange an exchange or refund of your tickets.

Category: Covid-19

Unless you are medically exempt, attendees are required to wear a face covering while moving around the site. Face coverings can be removed once you are seated.

Category: Covid-19

All attendees are required to check in using Check-In Scotland. There are QR codes at all entrances. Information given at the time of booking will be shared with Test & Protect as required.

General Enquiries

Category: General Enquiries

The site is open from 10:00 until 23:00 daily (hours may vary) from the 6th August-29th August 2021.

Category: General Enquiries

Please try and arrive on time so we can get you safely seated before the show starts. Latecomers will be shown to their seats on arrival.

Category: General Enquiries

The maximum visitor capacity of the site is 324. This is to allow physical distancing regulations to be followed in all areas.

Category: General Enquiries

The site consists of a stage and audience area where our performances take place. To see our programme and book tickets to our shows visit Buy Tickets. Our hospitality area with food stalls, a bar, seating booths and pop up performances is downstairs. Tables in this area are first come first served.

For more information about MultiStory visit our About Us page.

Category: General Enquiries

To enter the venue, you will pass through a ticket check and security screening, which may include a bag search. Items such as bags in excess of 25 litres (e.g. a small rucksack), commercial photography equipment, noise-making instruments, glass containers and food and drink (unless for medical purposes), are not allowed into the site. Attendees will also be required to check in using the Check in Scotland app and wear your mask until you reach your seat.

If you are arriving for a show your ticket will be scanned by a member of our team and you will be directed to your seat.

If you are arriving to visit the hospitality area you'll be checked in by a member of the team and shown to your seating area.

Category: General Enquiries

The audience area is out in the open. Scottish weather is unpredictable at the best of times so please come prepared for any weather - sunscreen, layers and waterproofs! You can bring an umbrella but may not be able to use it if it blocks the view of other patrons. Our hospitality seating area is completely undercover one floor down.

Category: General Enquiries

We ask that anyone attending MultiStory signs up to Gilded Balloon’s Code of Conduct. You can see the Code of Conduct here: gildedballoon.co.uk/safe-spaces-code-of-conduct/

Category: General Enquiries

Any lost and found items will be handed into the site office and logged into a register. If you have lost something while on site please email multistory@gildedballoon.co.uk with a description of the item and a member of our team will be able to assist you

Category: General Enquiries

Any vacancies for roles at MultiStory will be posted here: gildedballoon.co.uk/about/work-with-us/

Category: General Enquiries

It is free to enter the hospitality area at MultiStory to enjoy our local food vendors, drinks and pop up performances. Tickets must be purchased to watch the shows on the main stage at MultiStory.

Category: General Enquiries

If you are on site you can speak to a member of our venue team. Otherwise, please email multistory@gildedballoon.co.uk and someone will get back to you.

Category: General Enquiries

Baby change facilities can be found in the accessible toilets on site

Category: General Enquiries

We have a wide array of hot food and snacks, hot drinks, alcoholic beverages and soft drinks available to purchase on site. You can order them from the QR code at your seat and we’ll deliver them right to you!

Category: General Enquiries

Assistance animals are welcome on site.

Category: General Enquiries

Unfortunately not. Please don’t bring food & drink to the site, you will be asked to dispose of the food before you enter the site. We do however, have a range of drinks including hot drinks, alcoholic and soft drinks available to order. We’ll even bring them to your seat. If you have a medical condition that requires you to bring food or drink with you please email us in advance or speak to a member of staff so we are aware.

Ticketing

Category: Ticketing

If you are having issues booking, please contact multistory@gildedballoon.co.uk. If you are unable to proceed with your desired number of tickets, it is likely due to the fact there are not tickets available. Our seating plan has a fixed number of groups of 2 or groups of 4.

Category: Ticketing

Tickets for MultiStory are sold in groups of two or four people. This is to allow us to seat audiences in socially distanced bubbles, keeping MultiStory Covid-secure and ensuring everyone has a safe and comfortable time with us. Because of this, tickets are not available as single seats. You are, of course, more than welcome to come by yourself but you will have to purchase a minimum of two tickets. Purchasing tickets supports our performers who are reliant on ticket income they can at this extremely difficult time for everyone in the events industry and allows us to operate MultiStory with social distancing in place.

Category: Ticketing

The best place to buy your tickets is on the MultiStory website. Tickets can also be bought through our booking line on 0131 622 6554. The box office line is open 10:00-18:00, Monday-Friday.

Category: Ticketing

Children under the age of 2 years do not require a ticket.

Category: Ticketing

Our terms and conditions including our COVID19 refund and exchange policy can be found here

Category: Ticketing

Please make sure you double-check your spam and junk folders. If you still haven’t received it, please get in touch with us by emailing multistory@gildedballoon.co.uk

Category: Ticketing

Children and young persons are welcome at MultiStory. 0-15 year olds are allowed on site until 21:00. 16 and 17 year olds are allowed on site until we close at 23:00, after 21:00 they will need a ticket to a show and be accompanied by an adult.

Category: Ticketing

If you can’t make it due to COVID19 travel restrictions, symptoms or because you or someone in your party are isolating please do not attend. Contact us and we will arrange an exchange or refund of your tickets. You may be required to provide proof of a positive COVID test or requirement to self-isolate. Please see our terms & conditions here for more information. 

In all other cases, we have a no returns or exchanges policy so please make sure you can attend and are booking the correct tickets before booking.

You can read our terms and conditions here.

Category: Ticketing

All shows are e-ticketed. Your booking confirmation email will include a QR code, which you will need to show on arrival at the venue. If you have booked for multiple shows, you will have one QR code that covers all of your tickets. You can show this on your phone or tablet, or print it if you would prefer.

Travel

Category: Travel

There is ample parking available around the site. There are pay and display spaces on the streets outside and we are of course based in the NCP car park which has plenty of spaces. MultiStory visitors can get 25% off parking at NCP Castle Terrace. To redeem, just download the app here, register, add the saver Id: MULTISTORY and enter and exit via the QR code.

Further information on council parking is available here: https://www.edinburgh.gov.uk/parking-spaces/find-parking-bays/1

Further information about parking at NCP Castle Terrace is available here:

https://www.ncp.co.uk/find-a-car-park/car-parks/edinburgh-castle-terrace/

Category: Travel

There are bike racks just next to the site on Castle Terrace.

Category: Travel

There are plenty of options to get to the site by public transport. The site is a 5 minute walk from Lothian Road where many Lothian Buses stop. And a 17 minute walk from both Edinburgh Waverley and Haymarket train stations. We encourage patrons to consider their travel based on Scottish Government guidance related to COVID19. Information on travel during the pandemic can be found here: https://www.gov.scot/publications/coronavirus-covid-19-guidance-on-travel-and-transport/

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