Booking & tickets
How do I book a ticket?
Browse the current programme on our Events page, choose a performance, pick your preferred date and showtime, then select seats from the interactive floor plan. You can complete payment as a guest or sign in to track your bookings under a single account.
Will I receive a physical ticket?
No printed tickets are issued. After payment is confirmed, an e-ticket with a unique QR code is sent to the email address on your booking. Please present this QR code (printed or on your phone) at the venue entrance.
I didn’t receive my ticket email — what should I do?
First check the spam and promotions folders of your mailbox. If the email is still missing 15 minutes after payment, contact the Box Office with your booking reference number and we will resend it manually.
Can I book on behalf of someone else?
Yes. The lead guest’s name on the booking is used for entry verification. If the person attending is different, please ensure they carry the booking reference number and, if requested, a copy of the original booking confirmation.
How do I make a group, corporate, or private booking?
For groups of ten or more, or for fully private functions, please contact the Box Office directly so that we can arrange seating, dining, and any custom hospitality requirements.
Refunds & changes
What is your refund policy in plain terms?
- More than 14 days before the performance — full refund or one-time reschedule, no fee.
- 14 days to 48 hours before — 50% refund, or reschedule with a small administrative fee.
- Less than 48 hours before — bookings are non-refundable and non-transferable.
- If the Palace cancels or materially changes the performance, you are entitled to a full refund or an equivalent replacement ticket.
How do I request a refund or reschedule?
Email the Box Office at events@palaceofthegoldenhorses.com with your booking reference and the reason for the request. We will respond within one business day. If approved, refunds are processed back to the original payment method.
How long do refunds take to appear?
Once approved, refunds are submitted to the payment provider on the next working day. Bank cards typically take 5–10 working days; FPX online transfers and e-wallets are usually faster (1–3 working days), depending on your issuing bank.
Can I exchange my ticket for a different show?
Tickets are issued for a specific performance. Exchanges to a different show are considered a reschedule and follow the same time windows as refunds. The replacement ticket must be of equal or lower value; any price difference paid is not refundable.
The performance was cancelled. What happens next?
If we cancel a performance, all ticket holders are contacted by email with two options: a full refund processed automatically to the original payment method, or a complimentary ticket of equivalent value to a future performance. No action is required from you unless you wish to choose the replacement ticket option.
Venue & arrival
Where is the venue?
Palace of the Golden Horses, Jalan Kuda Emas, Mines Wellness City, 43300 Seri Kembangan, Selangor, Malaysia. The Grand Ballroom and Grand Music Salon are located within the hotel grounds, with dedicated valet and self-parking available.
What time should I arrive?
Doors open one hour before curtain. We recommend arriving at least 30 minutes early to allow time for parking, check-in, and any pre-show dining or drinks. Latecomers may be held outside the auditorium until a suitable break.
Is there a dress code?
Unless stated otherwise on the event listing, the dress code is Smart Formal. Sportswear, beachwear, and slippers will not be admitted.
Is the venue accessible for guests with mobility needs?
Yes. Step-free access, accessible parking, and dedicated companion seating are available. Please notify the Box Office at the time of booking so we can arrange the most suitable seats.
Can I bring children?
Age guidance is shown on each event listing. Where no minimum age is stated, children of all ages are welcome but must occupy their own ticketed seat regardless of age.
The Box Office is here.
Reach our concierge team directly at events@palaceofthegoldenhorses.com or call +60 3-8946 4888 (Mon–Sun, 9am–9pm MYT). Please have your booking reference number ready when you contact us about an existing booking.