North YorkshireThe Regent, Redcar

Frequently Asked Questions

How do I book online?

You need to click the time for the film or event that you want to book for which will take you to our booking engine. 
 
Before viewing the films and showtimes, ensure you have selected the cinema you wish to view information for. To change your location information go to the top left of the site and click either the location already listed or the location pin icon  if you are viewing on a mobile or tablet, then select from the drop down menu. 
 
Once you are viewing information from your desired cinema, you will see our full lineup on our home page and the show times. Simply click a time to book that time. If you see a film or event you want to know more about, click it and you will be able to watch the trailer and see more information. 
If you are using a mobile and can't see any film listings, try first clicking "merlincinemas" at the top to ensure you are on the home page and then try scrolling down. 
 

Movie Magic Discount Card FAQ

For our specific Movie Magic enquiries, see here
 

Tickets

At what age do children get classed as adults in cinemas?
Up to 14 years a person will be charged at Child prices. Because of 15 certificate films, that is the age at which children are charged Adult prices. 
 
At what age do adults get classed as seniors in cinemas?
Up to 59 years an adult will be charged at Adult prices, then from 60 years an adult will be charged at Senior prices. 
 
Can I use a free ticket in conjunction with the Meerkat Movies 2 for 1 offer?
You can get your usual Movie Magic monetary discount on the ticket you are paying for, but you cannot use a free tickets from your account in conjunction with the Meerkat Movie 2 for 1 offer. 
 

Age Ratings and Certificates

What do the age ratings mean? 
For all the details about BBFC film certificates, please see here.
 
If my child is under 15 and wants to see a 15 certificate rated film, can they watch it if I am with them?
No, if a film has been granted a 15 certificate by the BBFC then noone under 15 may see that film in a cinema, it is part of our license to uphold this. Proof of age me be requested.
This is the same for 18 certificate rated films; all must be 18 or over to see that flim in a cinema. 
 

Coronavirus FAQ

Are you open again?
Yes, we are pleased to confirm that all 16 of our cinemas have reopened. 
 
Do you have to pre-book?
No, although we recommend pre-booking to avoid disappointment, you can book on the door subject to availability. If you are booking for a performance that has allocated seats you will also get the best choice of seats the sooner you book. 
 
Can you reserve my tickets for me and I'll pay when I arrive?
No, payment must be recieved to secure a booking either in person, online or by phone. This is then non-refundable/transferable. You can purchase tickets on the door, subject to availbility. 
 
Are you accepting cash, or just card payments?
Although we prefer contactless payments we are happy to accept cash. 
 
I have a booking but I have covid symptoms and/or must now isolate, what is your refund procedure?
If you are displaying symptoms it's important that you do not attend the screening and instead should follow government advice including getting tested if advised. With regards to your booking, please contact us and we will discuss options with you on a case by case basis. You can call the Box Office of your local cinema or email action@merlincinemas.co.uk 
 
I had tickets for an event that didn’t happen because you were closed. What is happening?
We appreciate there were many people affected by our closure. Since returning to work our Support Office team who handle event booking and customer enquiries have been reaching out to our suppliers and contacts to re-schedule as many events as possible. Most have now been either confirmed as re-scheduled or sadly cancelled – you can see a list here. You can contact us here if you require more information. 
 
I had ordered a Gift Card while the Support Office was closed, when can I expect this to arrive?
Thank you to everyone who supported us by buying a gift card during the lockdown, all online orders should now have been processed. If you are still waiting, please contact us here
 
I have a Movie Magic Card that was active when you closed, will you be extending my membership?
Yes, if your card was active when we closed in March 2020 we have gifted you back any lost days, PLUS an extra 90 days. You can check the expiry date of your Movie Magic Card by logging in to your online account. 
 
I had a Gift Card that would have expired during the lockdown, can it still be used?
Yes, we have extended all Gift Cards and Guest Passes that were active on 18th March 2020. You can speak to our box office team to check the new expiry date. 
 
If you have a question that hasn't been covered here, please contact us for more information here
 

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