Why has my timeslot been cancelled?

Our venue is delayed due to ongoing building works for our new venue. An unexpected issue with the existing smoke extraction infrastructure requires the entire system planned for Phantom Peak to be redesigned. Unfortunately, this now requires substantial additional work before we can open.

No, we have just discovered this issue and acted as quickly as possible. We announced the date based on what we knew. Some of the installation for the venue had already begun but once we identified the issue we worked through all possible options before determining there would be a delay to the build due to the bespoke solution required.

You will have received an email from your team already explaining the situation and offering an alternative timeslot for your booking. This will include a new opening date. We will continue to provide updates about the build across our Social Media, The Phantom Peak Guild on Patreon, our Discord Community and as part of our mailing list.

The scope of the build is now fully known and our trusted contractors have assessed it. This new date includes additional contingency as well.

If you're happy with the new date you have been offered, there is nothing you need to do. If this date does not work, please contact us by Sunday 1st November and choose a different date or you can always request a full refund.

You will automatically be assigned an alternative timeslot. If this works for you, then there is nothing that you need to do. You can contact us to choose a different date or you can always request a full refund. Please let us know as soon as possible and before Sunday 1st November.

If you booked with us directly then, in line with our terms & conditions, you are eligible for a refund in full, including add-ons. Refunds will be made to the same card you made your purchase with. If you used a voucher, you will receive this back for future use. Refunds may take up to 14 days to reach your account, although in most cases, this will be much quicker. Please consider supporting us by moving your ticket to an alternative date or converting to a voucher rather than requesting a refund. If you booked through a third-party, please contact your point of purchase for help.

Unfortunately we are not able to cover travel or hotel costs as a result of your cancelled performance as per our Terms & Conditions. If this impacts you, please do let us know.

Your benefits will continue as normal, and all Chroniclers will receive an additional 3 months’ free chronicler tickets with added flexibility on booking - and we are working on special events for Guild members.

Our enquiries team will be in touch to discuss your options for your bookings.

We had not appointed a cast or venue team for our venue in Stratford. All other staff members will continue in their roles and work tirelessly to bring Phantom Peak to you as soon as possible.

We will open once the required work is complete. The venue is being built to be fully accessible and safe with all appropriate certifications.

We understand that you may not know your availability yet. We are happy to convert your booking to a voucher valid for the same tickets & add ons in your original order.

Phantom Peak London will now not open in Stratford until 2027. The opening season will now open on Friday 12 February and run until Sunday 23 May. Additional tickets are now on sale. A new season will then run from Friday 28 May with tickets available to book in the new year.