Frequently Asked Questions

Bookings

I have made a booking but can no longer attend. Can I swap into another session?
We understand that life is busy and sometimes things come up. We do our best to accommodate these requests. You will need to call the cinema directly and they may be able to switch your booking to another date and time subject to availability and programming.

A full list of Palace Cinema contacts can be found at www.palacecinemas.com.au/cinemas.

I haven’t received my E-Ticket after booking online. Where can I find it?
If you haven’t received your E-Ticket after making an online booking, make sure to double check your junk inbox as sometimes Palace emails may default to this inbox.

You can search your junk inbox for [email protected]

If you are still unable to locate your E-Tickets, please call the cinema directly and they will be able to confirm your booking. A full list of Palace Cinema contacts can be found at www.palacecinemas.com.au/cinemas.

How can I book using my complimentary Movie Club ticket?
Your member benefits can be found on your member hub at www.palacecinemas.com.au/sign-in

To redeem your complimentary ticket simply sign into your member hub and click the ‘Buy Tickets’ tab. Select the cinema, date and session. Upon selecting your ticket type, there will be a ‘Members Benefits’ tab located at the top of those ticket price options. Simply click into this tab and you will be able to redeem your complimentary tickets this way.

Alternatively you can redeem them upon your next visit to a Palace Cinemas Box Office.

I am trying to book online for a Film Festival session. Can I use my Film Festival Pass online?

Unfortunately our film festival passes are only redeemable at the Box Office of the Palace Cinema you wish to book for.

Why is there an online booking fee? Is there a fee if I book at the box office?
We have invested heavily in creating the best possible cinema experiences, with renovated seating, state of the art equipment and high comfort venues. However, the cinema operates on a very fine margin.

The booking fee was introduced to cover various incremental costs incurred by providing online services, including I.T dept, website developers, onsite infrastructure, banking charges and other costs.

There are benefits to booking online, such as priority seat selection and print-at-Home ticketing. Contrary to popular belief it costs the venues more, not less, to offer this service.

To avoid the relatively minor charge tickets can be purchased at the box office or bar.

Can I use my complimentary pass at Palace Cinemas?
If you have received a distributor’s complimentary pass to a certain film, simply check the terms of use on the back. If Palace Cinemas is listed as a redemption location, simply present the card to any Palace Cinema Box Office for redemption.

Why can’t I book sessions for multiple cinemas in the one transaction?
Currently our website does allow for multiple tickets to be purchased for the same cinema site but does not allow for multiple sessions to be booked across multiple cinema locations.

You will need to checkout when you have completed the booking for each cinema site to begin a new order.

Movie Club

Why should I join the Palace Movie Club?
The Palace Movie Club promises its members a richer Palace experience with instant savings, daily discounts, exclusive offers and more.

When you join the Palace Movie Club you receive a complimentary ticket(s) upon sign up, access to two discounted tickets per visit along with a $10 birthday voucher at the start of your birthday month. Members also receive access to advanced member screenings along with our Movie Club Guarantee. This membership is packed full of value and costs you less than a general admission ticket price.

If you are heading to Palace cinemas even just once a year, you will find this membership to be of great value, saving you money at every session, every cinema, every day.

I have joined the Movie Club but haven’t received my card yet. Can I still redeem my member benefits?
Definitely! While you await the arrival of your membership card, you can quote your member number at the box office to receive your member benefits or alternatively you can book your tickets online by signing into your member hub at www.palacecinemas.com.au/sign-in.

To create your member hub, simply click ‘create password’ and you will then receive an email to create a password if you have not already done so.

When the above is complete you can then sign in online to book your discounted tickets and redeem your member benefits. No card necessary!

I have just joined the Movie Club online, but I can’t log in right away. Can I still redeem my member benefits?
Please allow 48-72 hours for the processing of your membership and the online activation.

In the meantime, you can access your discounted tickets at www.palacecinemas.com.au by selecting the discount appropriate to your club type.

I am trying to renew my membership online, but my email address cannot be found in the system. How can I renew online?
You can renew online by visiting www.palaceshop.com.au/renew.

Palace Shop operates independently of Palace Cinemas, so your member hub login may not work. If this is the case, simply click the option ‘check out as guest’ under the ‘I’M A NEW CUSTOMER’ field on step 1 of the order confirmation process and you will be able to check out this way – no sign in necessary!

I took advantage of your complimentary membership offering. What are my member benefits?
Your complimentary membership gives you instant access to a discounted ticket per visit, access to exclusive and free member screenings as well as our Movie Club Guarantee.

Please note that your complimentary membership will not come attached with a complimentary ticket or a $10 birthday voucher in lieu of the annual fee.

To join the paid Movie Club, please visit www.palaceshop.com.au/renew/ or ask at the Box Office upon your next visit to a Palace Cinema.

I am getting an error message that my account is registered against two accounts. How can I amend this?
Our systems require a unique email address to be registered to each membership account.

We are here to help you with any enquiries regarding your Movie Club Membership so please feel free to email [email protected] with an alternate email address for the second account.

How do I update my member details?
You are able to access and update all of your member information through your online member hub at www.palacecinemas.com.au/sign-in.

To create your member hub, simply click ‘create password’ and you will then receive an email to create a password if you have not already done so.

Once signed-in to the Member Hub, click on ‘Update details’ located above the ‘My Membership’ panel. A page will then pop up for you to update your address, add your date of birth, preferred cinema and change your password if you wish.

To notify us of an updated email address, please email [email protected].

I have lost my membership card. How can I receive a new card?
Don’t sweat it! You can grab a replacement card on the spot by simply visiting the Box Office upon your next visit to any Palace Cinema.

I’ve forgotten the password to my member hub. How can I gain access to my account?
To reset your password, simply visit www.palacecinemas.com.au/sign-in/ and click ‘Forgot Password’. A reset password link will then be sent to your nominated email address.

General

Where is my nearest Palace Cinema?
A list of all Palace Cinema sites can be found at https://www.palacecinemas.com.au/cinemas/.

Why can’t I see the session times for next week?
Our session times for each week are scheduled on a Tuesday for the following week. We do sometimes schedule advanced sessions and screenings ahead of time but all of our general cinema session times are scheduled on a Tuesday. You will be able to access these online at www.palacecinemas.com.au at the end of day Tuesday.

How can I subscribe to the session times?
Simply click here to subscribe to our weekly session times emails, sent directly to your inbox each Wednesday.

If you are not receiving your session times emails, try re-subscribing. If this still doesn’t work, please email [email protected].

Which of your cinemas are wheelchair accessible?
All of our cinemas are fully accessible, with accessible seating available with no steps or other barriers from the entrance. These seats and spaces are reserved for customers who have a genuine need and are only released by Staff in person at the cinema or over the phone. This is to ensure that only customers who have a genuine need have access to these seats and spaces. A list of all Palace Cinema locations can be found at https://www.palacecinemas.com.au/cinemas/.

Does Palace offer any options for the hard of hearing or visually impaired?
All Palace auditoriums are setup with the Fidelio headset & neck loop options. These receivers are available at the box office when tickets are purchased. The neck loop option works in conjunction with the hearing aid + the headset has adjustable volume to boost the dialogue levels.

To access the headset or neck loop option, simply enquire with a staff member at the Box Office and they will be able to assist you further.

I would love to join the team at Palace Cinemas. How can I apply?
To apply for a position at Palace Cinemas, please send your resume and cover letter to [email protected]. Our lovely onsite staff are also happy to take a copy of your resume when you visit Palace Cinemas.

I would love to hire a cinema, book a function, or make a group booking for my next event at Palace!
Palace Cinemas would love to host your next function or event. To get in contact with our event organisers, please visit https://www.palacecinemas.com.au/group-booking/melbourne/ and click through to find your state.

Still can’t find what you’re looking for?
We are here to help.
Email [email protected].

Enter your email address to reset your password

Close
Close
Subscribe to get weekly session times and exclusive offers delivered straight to your inbox.
By clicking Subscribe you accept our terms & conditions.
Click here to view our privacy policy.
Close
Close