Beware: Masquerade Tickets can't be resold

[OneNJen]

Posted: 8/14/25 at 12:34am

Just found out the hard way that Masquerade tickets can’t be resold when I needed to sell mine due to a personal circumstange. The box office is making a “one-time exception” for me, but this policy is buried deep in the Terms & Conditions and isn’t clearly stated anywhere during checkout.

The site is also contradictory. When you click to purchase, it clearly says tickets are non-refundable, yet in the section about reselling it says, “In certain cases, we may be able to refund your original purchase.” Which is it?

At $200+ per ticket, there should be upfront policies before purchase, not hidden fine print. And if the name on the ticket has to match the ID you present at the door, that means you can’t even gift them to someone else.

This lack of transparency is riduculous. I can't recall another ticket that I have purchased that can't be transferred.

[Copeman63]

Posted: 8/14/25 at 2:08am

I’m sorry about your situation, but I would disagree and say this policy sounds good.
 

Can you imagine if airline tickets were able to be resold? You’d have all sorts of people buying up all the important flights, and then making a huge profit on them in the aftermarket.

The same thing that happens to concert and theatre tickets. I’m all for the name of the person purchasing the tickets, having to be the person that shows up to the performance.  

[Broadway61004]

Posted: 8/14/25 at 8:06am

Copeman63 said: "The same thing that happens to concert and theatretickets. I’m all for the name of the person purchasing the tickets, having to be the person that shows up to the performance. "

So you don't think you should ever be able to buy theatre tickets as a gift for someone?

[gibsons2]

Posted: 8/14/25 at 8:43am

Copeman63 said: "I’m sorry about your situation, but I would disagree and say this policy sounds good.


Can you imagine if airline tickets were able to be resold? You’d have all sorts of people buying up all the important flights, and then making a huge profit on them in the aftermarket.

The same thing that happens to concert and theatretickets. I’m all for the name of the person purchasing the tickets, having to be the person that shows up to the performance."

Why would you compare theater tickets with airline tickets which is entirely different, heavily regulated by federal government industry, which involves human lives and borders. Jesus, some of you... 

[Kad]

Posted: 8/14/25 at 9:24am

There are many legitimate reasons someone may need to re-sell or otherwise transfer a ticket beyond scalping. 
 

But I’m unclear on the policy and its enforcement- are they checking IDs at the venue to make sure it matches the ticket? Does it say that tickets are non-transferable?

[ErmengardeStopSniveling]

Posted: 8/14/25 at 9:26am

How does it work when you’re the guest of someone else who bought?

I ask because I wouldn’t be surprised if they want the name of every person who is in the building just in case there’s some sort of issue or funny business. But that would mean verifying/updating names upon arrival.

[OneNJen]

Posted: 8/14/25 at 9:35am

The whole thing is unclear.    When you check out  this is what it says.   I was under the impression that it was due to alcohol. 

Tickets are non-refundable. This is a 21+ experience. A glass of Taittinger Champagne or non-alcoholic sparkling option is included. Valid ID required for entry. Masquerade mask required. Dress code: black, white, or silver.

This is listed in the FAQ's. I do believe this is new. I don't recall readig a part about resale when I bought the ticket.  It definitely would have given me pause.    The part about not reselling is at the very bottm. Let's be honest, nobody reads deep into any T&Cs

You will receive a secret password 24 hours prior to entry. You will give it at the door.

There are no physical tickets. You and everyone in your party must have the password.

Entry requires a valid photo ID. 

For evening performances, all guests must be 21+. Special matinee performances are available for guests aged 16+.

Tickets may not be resold and we are unable to honor any tickets purchased through unauthorized resale. In certain cases, we may be able to refund your original purchase. If you are unable to attend, please contact our team at [e-mail] for further assistance. Any guests with tickets purchased through resellers will be denied entry.

[witchoftheeast2]

Posted: 8/14/25 at 9:54am

I wonder what their policy would be if someone wanted to give them as a present to someone else. Would you have to contact them for that situation? So odd. 

[TheatreFan4]

Posted: 8/14/25 at 10:00am

They are doing far too much. It's a fabric shop in Midtown, not an exclusive warehouse club. Stop with all the annoying "secret password" bull****. 

[Sauja]

Posted: 8/14/25 at 4:31pm

When I went last week, I was asked for my name and required to show ID. I assumed that for a larger party, they would just check the one person's ID, but there is alcohol served, so perhaps they check everyone's, and they require one match the name of the ticket buyer?

 

As far as the password, yes, they do ask for it as you enter the building, but by that point, you've already been ID'ed and checked off a list, so it's just for show. Silly, yes, but not uncharming.

 

That said, I will confess that I didn't enjoy the show very much. I've only ever seen Phantom once, roughly a million years ago, and I found some of the plotting tough to follow (who's this Raoul guy, and am I meant to care?). To my eyes, it felt like a fan-service event more than a show that's successful on its own. But I've certainly heard from people who found it thrilling, even if I didn't.

[two ladies tickets]

Posted: 8/14/25 at 4:54pm

I'll mention this here because the official preview thread is three pages away; when we went earlier this week, they were strictly enforcing the dress code and I saw them turn two people away who looked like they had followed the directions just as much as the other people that they weren't turning away. 

[TheatreFan4]

Posted: 8/14/25 at 5:58pm

two ladies tickets said: "I'll mention this here because the official preview thread is three pages away; when we went earlier this week, they were strictly enforcing the dress code and I saw them turn two people away who looked like they had followed the directions just as much as the other people that they weren't turning away."

Again, they think they're a nightclub and it is EMBARASSING. You're supposed to be basically be watching Ghosts perform the story, what does your outfit have anything to do with it? 

I hope to God they actually gave those people refunds, because a club will not refund you even if you bought a ticket to an event if you're turned away. Or maybe they're crisis actors to make the experience feel more "exclusive". 

[TotallyEffed]

Posted: 8/14/25 at 6:03pm

two ladies tickets said: "I'll mention this here because the official preview thread is three pages away; when we went earlier this week, they were strictly enforcing the dress code and I saw them turn two people away who looked like they had followed the directions just as much as the other people that they weren't turning away."


Wait whatttt lol

[Matt Rogers]

Posted: 8/14/25 at 6:11pm

And yet there are a ton of Masquerade tickets for resale over on StubHub. Huh. 

[Dom P]

Posted: 8/14/25 at 8:34pm

TheatreFan4 said: "two ladies tickets said: "I'll mention this here because the official preview thread is three pages away; when we went earlier this week, they were strictly enforcing the dress code and I saw them turn two people away who looked like they had followed the directions just as much as the other people that they weren't turning away."

Again, they think they're a nightclub and it is EMBARASSING. You're supposed to be basically be watching Ghosts perform the story, what does your outfit have anything to do with it?

I hope to God they actually gave those people refunds, because a club will not refund you even if you bought a ticket to an event if you're turned away. Or maybe they're crisis actors to make the experience feel more "exclusive"."

Do they think they've resurrected the ghost of Steve Rubell?

[TheatreFan4]

Posted: 8/14/25 at 8:39pm

Dom P said: "
Do they think they've resurrected the ghost of Steve Rubell?"

No, between them and Cabaret they just think they're Basement or Berghain. But those places (and Studio 54) you could do coke at. Like I don't understand either of them trying to evoke that feel when the best you'll get is one over priced cocktail or glass of champagne. Maybe they could add a Darkroom in the Basement of Lee's?

[Jarethan]

Posted: 8/14/25 at 10:45pm

Copeman63 said: "I’m sorry about your situation, but I would disagree and say this policy sounds good.


Can you imagine if airline tickets were able to be resold? You’d have all sorts of people buying up all the important flights, and then making a huge profit on them in the aftermarket.

The same thing that happens to concert and theatretickets. I’m all for the name of the person purchasing the tickets, having to be the person that shows up to the performance. "

Sad that you don’t have any friends.

[ErmengardeStopSniveling]

Posted: 8/15/25 at 5:47am

It would be great if the NYT or another major publication did a piece on the strangeness (wishy washiness?) of this process with the audience. I get that it’s a new thing and they are learning as they go, but it’s giving that these people don’t know how to run a venue — they only know how to put on a musical. 

[ColorTheHours048]

Posted: 8/15/25 at 7:11am

There are exactly two posts on this board that indicate any kind of audience issues: one referencing not being able to resell a ticket, and one referencing audience being turned away for dress code. The latter isn’t even firsthand; it was something they observed and just assumed. Neither of those posts imply any kind of larger mismanagement or that they think they’re Berghain. Talk about a reach.

To the poster who was unable to resell your ticket: Did you contact the box office in advance to change the name on your order? They require you to give the name of each party member when you book, so you should have been able to contact them and say “Please change name X to name Y” and that would theoretically solve the issue. Did they state you couldn’t do that?

And I’ve seen some of the outfits people have been wearing on my Instagram and on TikTok. I can nearly guarantee, if people are being turned away at the door (if that’s what actually happened), it’s not because of attire. I can see being turned away if you’re in super casual street clothes, but they explicitly tell you several times before purchasing to show up in a dress code. If you want to wear blue jeans to an event that tells you to dress formal, don’t go. But not all of the outfits I’ve seen are… up to snuff, let’s just say, and those folks entered the show just fine.

Updated On: 8/15/25 at 07:11 AM

[GiantsInTheSky2]

Posted: 8/15/25 at 7:22am

I’ve heard from two different people (who weren’t able to make their performance) and all they had to do was resell and call to change the name on the reservation.

I saw people on Facebook mention that they bought tickets and ended up not being able to make the performance - they  called and were refunded. 

Updated On: 8/15/25 at 07:22 AM

[TheatreFan4]

Posted: 8/15/25 at 9:06am

GiantsInTheSky2 said: "I’ve heard from two differentpeople (who weren’t able to make their performance) andall they had to do wasresell and call to change the name on the reservation.

I saw people on Facebook mention that they bought tickets and ended up not being able to make the performance - they called and were refunded."

At this day and age, you should be able to change the name on the website. 

[ColorTheHours048]

Posted: 8/15/25 at 9:11am

TheatreFan4 said: "GiantsInTheSky2 said: "I’ve heard from two differentpeople (who weren’t able to make their performance) andall they had to do wasresell and call to change the name on the reservation.

I saw people on Facebook mention that they bought tickets and ended up not being able to make the performance - they called and were refunded."

At this day and age, you should be able to change the name on thewebsite."

It’s called email, and it’s been around for decades.

[TheatreFan4]

Posted: 8/15/25 at 9:37am

ColorTheHours048 said: "TheatreFan4 said: "GiantsInTheSky2 said: "I’ve heard from two differentpeople (who weren’t able to make their performance) andall they had to do wasresell and call to change the name on the reservation.

I saw people on Facebook mention that they bought tickets and ended up not being able to make the performance - they called and were refunded."

At this day and age, you should be able to change the name on thewebsite."

It’s called email, and it’s been around for decades."

They should still allow you to change your name on demand on their ticketing website! If you're going to lock someone into the name on the ticket you need to make it easy and CLEAR to change the name on the tickets. This is not technology that is unheard of on ticket sites, it's very common. Especially when you made people make a mad dash to buy tickets before they sold out and then you placed all these obstacles in people's way when they actually go to see the show. 

[ColorTheHours048]

Posted: 8/15/25 at 10:58am

What obstacles? They clearly state (again, multiple times) to email [e-mail] for any questions about your order. The policy around reselling tickets also says “If you are unable to attend, please contact our team at [e-mail] for further assistance.” And, from posts online, they appear to be very responsive. I’m not sure how sending off an email asking to change your reservation name is any more cumbersome than logging into their website to do it yourself. If anything, it’s less effort. I’m just assuming here, but it doesn’t sound like the OP emailed either source ahead of time.

Look, I have my own issues with the price of the tickets and putting barriers on entry in the form of a dress code, but nevertheless, that’s this experience. It has never been sold to us as anything else. And I have to believe that simply informing the box office of the guest name change in advance, or even reaching out to them explaining why you couldn’t attend in the first place before trying to resell it, would have resolved the OP’s problem.

Updated On: 8/15/25 at 10:58 AM

[Kad]

Posted: 8/15/25 at 11:10am

So, contrary to the OP, the tickets are transferable and can be resold (at least directly person to person), provided you contact the box office.