FAQ
Below you will find answers to the frequently asked questions/FAQs
entrance concert halls
Great Hall (Grote Zaal): Schouwburgplein 50
Juriaanse Hall: Kruisplein 30
Willem Burger Hall: Kruisplein 40
Eduard Flipse Hall: Karel Doormanstraat 223
when will the doors open?
The doors of the Eduard Flipse, Willem Burger and Jurriaanse Hall (for pop, jazz and other genres) open at 8 p.m.
The doors of the Great Hall and the Jurriaanse Hall (for classical performances) open at 7.30 pm.
Can I enter the room if I'm late?
If you arrive after the concert has started, you will be given the opportunity to enter when there is a moment of applause. No access will be granted at concerts where there is no suitable time to enter the hall. Please be on time.
I am unable to attend, what now?
Don't panic! You can exchange your tickets for most concerts up to 2 days before the start of a concert. You can read the conditions here. You can usually exchange the tickets for another concert or a voucher.
De Doelen reserves the right to exclude certain concerts from the exchange policy during the season. Concerts organized by third parties are excluded from the exchange policy, these concerts can be found here.
when can I clap during classical concerts?
At classical concerts people usually applaud when all parts of a piece of music have been played. Not sure when a piece of music is over? Then just to be sure, wait until the rest of the room starts clapping.
Are there dress codes?
There are no dress codes, unless stated otherwise by the organization of the event/concert.
what is the minimum age for concerts?
For independent visits to events (without supervision of an adult), we use a minimum recommended age of 14 (unless stated otherwise on the event page).
No alcoholic beverages are provided to visitors under the age of 18.
Visitors under the age of 18 will not be admitted after 11 p.m. (unless otherwise stated on the event page).
For visiting classical concerts we apply a minimum age of 8 years (unless stated otherwise on the event page).
I have lost something, where can I go?
If you have lost something, you can contact the lost and found department. This can be reached by telephone on 010 2171700.
May I take pictures or video recordings?
Sound and image recordings are not permitted without permission from the musicians and management. Please contact the reception 010 2171700 for permission.
Can I eat in De Doelen before a concert?
De Doelen is located in the center of Rotterdam and nearby you will find numerous restaurants and eateries. The Stadsbrasserie is located in our building and you are welcome in the Doelen Studio for a drink and some refreshments.
Where can I go with a suggestion, complaint or compliment?
These can be addressed to contact@dedoelen.nl
We aim to answer you within 10 days.
Is there an intermission during a concert or performance?
If a performance or concert has a break, this will be indicated on the concert page. The intermission last 25 minutes.
how is de Doelen cleaned?
In addition to regular cleaning, De Doelen provides intensive cleaning of contact surfaces such as doorknobs, banisters and elevator buttons before, in between and after each concert. Disinfectants are available in sufficient places for visitors.
how does the ventilation system of the Doelen work?
The Doelen's ventilation system uses air from outside for air exchange and not a recirculation system.
house rules for de Doelen
Would you like to know more about De Doelen's house rules? Click on the button below!
how can I order tickets?
This can be done online or via Tickets & Service; you can either come by or give us a call.
how can I reserve tickets?
Reserving tickets for concerts can be done via this website or by telephone. If you also want to reserve other facilities for your visit, we recommend that you contact the box office by telephone.
which concerts has De Doelen planned?
In our program agenda you will find the most up to date information about our planned concerts. If a concert cannot go on as planned, we will do our best to find a suitable alternative.
Please note that you will find the latest news about the program of the Rotterdam Philharmonic Orchestra at www.rotterdamsphilharmonisch.nl
e-tickets
We ask everyone to opt for e-tickets (pdf) instead of tickets by post. You can print e-tickets yourself prior to your concert visit or show the e-ticket on your smartphone.
how do I use a promotional code?
If you have a promotional code, you must follow the following steps:
1. Login or create a new account.
2. Place the concert in the shopping basket and click on select places
3. Confirm seat selection
4. Enter the promotional code at the top right and click on activate
5. Make your seat choice, choose the correct price type, and click on confirm.
6. Confirm your order with continue
how do I use a podium gift card?
If you have a Podium Gift Card, you can use it during the last phase of the ordering process: delivery and payment method. When selecting the payment method, choose Podium Gift Card and then select 'secure payment'. In the next screen you can enter the number of the Podium Gift Card and the PIN code. The credit will be deducted from your order and any remaining amount can be paid via Ideal or one of the other payment methods.
which payment methods can I choose from?
iDEAL
iDeal takes care of all online payments through your own bank. Via this payment method you will be forwarded directly to the site of the relevant bank where the payment takes place.
credit card (Visa, MasterCard, American Express, Cartes Bancaires and CartaSi)
All credit card details can be entered safely thanks to our secure SSL procedure. You will be asked for a ‘card verification code’. This is a 3-digit code that you can find on the back of your credit card.
The payment methods are iDEAL, Credit Card, Podium Gift Card and Doelen Gift Card/ Voucher. Confirm your choices with the 'continue' button. You can then complete the order. Your order is only final when you have returned to this website after payment at your bank.
is the payment process secured?
All payments are completely secured thanks to our security system based on the Secure Socket Layer - Protocol. This SSL security guarantees that payment details are safe.
credit card
Payment by credit card is protected by the online system of our banking partner Mollie. Your bank details are only sent encrypted, which means that they are completely unreadable. In addition, the data is only processed by Mollie, de Doelen has no access to personal data. In fact, the card number is not communicated to De Doelen but directly to our partner Mollie. The security system is based on the SSL* (Secure Socket Layer) with 128-bit.
Can I cancel my order?
Have you made a mistake while ordering and would you like to cancel your order? In that case, please contact Tickets & Service as soon as possible.
how do mobile tickets work?
Yes, make sure you have the e-tickets (in sharp contrast) on the screen by the time it's your turn to avoid a queue.
You can download tickets directly; the file (.pdf) will open immediately on the smartphone.
It is also possible to use the iPhone or Android applications to save all your tickets. This works as follows:
1. download the app
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iPhone With the Wallet app, which is standard on the iPhone, you can save the mobile tickets. |
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Samsung / android With, for example, the WalletPases app (in the Google Play store) you can also save the tickets. The app is called Maps when installed. |
2. download your mobile tickets
To download the mobile tickets in the app, open the e-mail of the Doelen on your smartphone with the link to the tickets. Click on 2. Smartphone on the first link. The app will open automatically and click on Add to save the mobile ticket.
Note: If you have purchased multiple tickets, you must always save the ticket in your app per link. The tickets are saved per event. If you have bought tickets for multiple performances, they will be saved per performance.
3. scanning tickets
When you come to the concert, open the app and look for the appropriate tickets. If you have several tickets, swipe from right to left to view the next ticket. Our hosts at the door can then scan the QR code per ticket.
how do I request a voucher?
Tickets that meet the conditions below can be exchanged for another concert or voucher. We charge 3.50 euros for this service and the costs will be deducted from the voucher. Please contact Tickets & Service.
conditions
- request possible up to 48 hours before the concert concerned (not before the start of the concert)
- exclusively for tickets from de Doelen programming
- Administration costs already paid will not be refunded when tickets are returned
- The voucher is valid for one year from the date of issue, this date can be found on your voucher
- refund and return of tickets afterwards are not possible
exchange not possible
During the season, De Doelen reserves the right to exclude certain concerts from the voucher and exchange policy. Concerts (partly) organized by an external partner are excluded from the exchange policy, these concerts can be found here.
exception
Have you bought a ticket for a concert that has been moved to another date? Then you are entitled to a refund. Send an email to tickets@dedoelen.nl and we will contact you as soon as possible.
how do I use a voucher?
If you have a voucher, you can use it during the last phase of the ordering process: delivery and payment method. Select the Gift card / voucher option, then enter the voucher number. The credit will be settled with the order and any remaining amount can be paid via Ideal or one of the other payment methods.
opening hours
We are open to visitors and can be reached by phone from Monday to Friday between 2 pm and 6 pm on 010 - 2171717. Except on public holidays.
opening hours de Doelen Studio
Monday & Tuesday: view the current program
Wednesday: 13.00 - 18.00
Thursday: 13.00 - 23.00
Friday: 16.00 - 23.00
Saturday: 16.00 - 23.00
Sunday: 13.00 - 18.00
what facilities are there?
There may be short queues to enter the building. If you are unable to stand in line or need help, ask Tickets & Service for assistance and take a seat at the reading table.
We welcome wheelchair users and guide dogs.
toilets
There are toilets on every floor of de Doelen. The toilets on the 2nd floor are also accessible by elevator.
wardrobe
The cloakrooms of all our concert halls are located on the first floor.
lift
There are 3 public elevators in the building. These are wheelchair accessible.
earplugs
Is the concert too loud for you? Ask one of our hosts for earplugs.
De Doelen is accessible to everyone. Are you looking for more information about the route, the elevator, room plans or do you have other questions? Look here for more information or contact us.
De Doelen is located in the heart of Rotterdam, a short walk (400 meters) from Rotterdam Central Station, tram, metro and bus stops. There are several parking garages in the vacinity of de Doelen.
Is there a parking discount?
You can book a discounted parking ticket in advance of your concert visit via parkereninrotterdam.nl.
where can I park?
There are several parking garages in the immediate vicinity of de Doelen.
Will I still walk in through the parking garage underneath?
At the moment it is no longer possible to enter de Doelen via the parking garage below.
where can the taxi drop/pick me up?
A taxi can be dropped off/picked up around de Doelen building.
P+R: affordable parking
An inexpensive and easy way of parking is at a P+R site on the edge of the city. You can park your car or motorcycle on a P+R site and continue your journey by public transport. View here an overview of the P+R sites in Rotterdam.
Roadworks in the center of Rotterdam
Intensive road works are taking place in various places in Rotterdam. The Schiedamsedijk, among others, is restricted for traffic. Before departure, check the current situation and closures at: www.rotterdamonderweg.nl.
what is the Red Sofa strip card?
In line with the uncertainty of the times, we have made the Red Sofa more flexible. You no longer buy a pass for the entire season, but a strip card that you can use per Red Sofa concert.
what are the advantages?
- € 17 discount per ticket compared to the normal rate;
- tThe Red Sofa strip card is not personal. So you can also order tickets for family, friends and acquaintances with your strips.
- You can choose how many strips you want to use per concert.
If your strip card is full you can buy a new one! This way you are not tied to a series for the entire season.
how does the strip card work?
For € 120 you can order a strip card with 8 digital strips which are equal to 8 concert tickets. You will receive a personal code to order your tickets.
Exchange these strips for tickets to a Red Sofa concert of your choice.
1. First order the Red Sofa 8 strip card.
Order Red Sofa strip card
2. Then order tickets for Red Sofa concerts via the unique order link in your email;
3. Choose the number of tickets per concert;
4. Click next;
5. Click on Use coupon;
6. Enter the personal code and click OK.
what are the conditions?
- The Red Sofa strip card is valid for the 2021/2022 and 2022/2023 season;
- The strips can only be used at Red Sofa concerts.
what is a live stream?
The concerts will be filmed with multiple cameras and the recording will be broadcast online. This means that you can attend the concert at home, in your own living room.
Although we use the word livestream, you will see a performance previously recorded exclusively for this purpose. We do this because we can guarantee you the best possible viewing experience, with camera images from different angles that you normally do not get to see as a concert visitor. The reason we use the word livestream is because the performance is broadcast live. In other words, the show starts automatically at a fixed starting time and cannot be paused.
what do I need to watch the online stream?
You will need a device to view the online stream, we recommend a tablet, laptop or desktop PC with an updated browser. Alternatively, you can watch on your smartphone.
You need a good internet connection, preferably via a cable, but WiFi or 4G will also work.
You need the unique access link. You will receive the access link either directly in the order confirmation email or two days before the online stream. The access link is also available in the online ticket.
how can I cast the livestream with Chromecast/ Apple Airplay on my TV?
You can find more information about how to do this via this link can do. Or read this Google Quick Start Guide on how to cast via Google Chromecast.
Note: you cannot cast to a Google Chromecast via your iPad/Tablet or iPhone/Smartphone. This can be done via a laptop by opening the link of the online stream in the Google Chrome web browser and then casting the video.
For Apple TV users, this only works in combination with the Safari web browser.
It is important that the Chromecast/Apple Airplay and the used device are registered on the same WiFi network.
Can I also watch the livestream outside the Netherlands?
Yes, this is certainly possible. You get a web link that you can play anywhere.
can I watch the online stream at a later time?
Yes, there is a selection of online concerts available to watch later. If there are several broadcast dates, this will be communicated on time. There are also online series available online for free on our YouTube channel.
How long can I look back on concerts that are available on demand?
An online stream remains active for 30 days and available for 48 hours from the first viewing moment.
For example:
You buy a ticket on January 1, 8:00 PM, now the end time for this stream is at that time: February 1, 8:00 PM. If you go to see if it works on January 2 at 2 PM and watch the first minute, the end time for this stream will be: January 4 at 2 PM.
is the live stream actually broadcast live?
Yes, the online stream will be recorded, but can only be viewed live (for now).
Can I watch the livestream with other people?
After purchasing an online ticket, you will receive a unique link, which you can use on one device at a time. It's up to you to decide how many people watch the stream with, but we kindly ask you not to share the link publicly.
Which web browsers are best for watching the stream?
We recommend using a recently updated web browser, such as Google Chrome, Firefox, or Safari. Please check or update the browser in time before the online stream starts.
Can I send the link to someone else to share the view?
We don't recommend sending the link to anyone else if you want to watch the stream for yourself. The online stream is only available on one device.
The latter does not apply to online streaming of free concerts. However, we do recommend that everyone purchase their own ticket to keep up to date with any last minute updates.
Can I watch the stream on more than one device at a time?
No, you can only watch the online stream on one device at a time. An additional access link is required for each additional device.
This does not apply to online streams of free concerts.
I can't find my unique access link. What can I do?
The unique link will be emailed to the address you provided when purchasing tickets for the online stream, immediately after we receive your order and payment.
Check your spam folder in case the email is there. The subject line of the email starts with 'Your reservation of the Goals'. If you cannot find the email, please contact tickets@dedoelen.nl.
Is there technical support available during the live stream?
Yes, during the online stream you can contact us by e-mail: tickets@dedoelen.nl
If there is a live chat is also all questions can be asked there.
I don't see anything on the stream or the stream seems to have stopped. What can I do?
In most cases it helps to refresh the web page in the browser. You can do this by pressing F5 (Windows) on the keyboard or Command ⌘ + R (Mac). Or use the icon visible in the browser (arrow) to refresh. Then click on the 'start stream' button again and then on the 'play button'.
If this doesn't work, check the following steps:
- Check if the correct link is being used to access the stream.
- Check the internet connection (use a wired internet connection if possible).
- Check if the browser has been updated recently.https://www.dedoelen.nl/nl/pQoDCw/contact
- Check if cookies are enabled in the browser.
- Check that the device batteries are fully charged.
Can't find the answer? Please contact the Tickets & Service.
when will the sales for the new season start?
The start of sales of the new season is announced annually in the first quarter of the year.
when is the presale for the new season?
There are annual presale moments for our patrons, archers, donors and series holders of the past 2 seasons. The presale moments will be announced in the first quarter of the new year.
what discounts are there?
group discount
For discounted rates for large groups, please contact Tickets & Service.
flex series: 15% discount for 3 concerts or more
Choose 3 or more seperate concerts from our program and receive a 15% flex discount on the entire order. This offer is valid on some of the concerts.
This discount is not granted on discounted rates such as the CJP or youth rate. With an online order, this discount is visible as a ticket option.
discount up to 26 years or CJP
For young people we have a special discount price of €10.
Rotterdampas
There is a monthly 50% discount on a selection of concerts with the Rotterdampas. The conditions of the Rotterdampas can be found here.