FAQ

For most events you can bring a personal companion upon presenting a valid companion ID (ledsagerkort) free of charge, but you will still need to contact the ticket vendor in order to purchase an accessibility ticket for yourself and enquire about the companion policy for the event in question

We have facilities to accomodate wheel chair access at Poolen. Wheel chair capacity is event-specific, so please contact the ticket vendor to get more information about availability and setup (podiums etc.). Furthermore, for many events you can bring a personal assistant upon presenting a valid companion ID (ledsagerkort) free of charge, but you will still need to contact the ticket vendor in order to purchase an accessibility ticket for yourself and enquire about the companion policy for the event in question

If you do not require wheelchair access but wish to use the companion scheme, you must still purchase a disability ticket, which automatically grants admission for both you and your companion upon presentation of a companion card. To do so, please contact the ticket provider for more information about accessibility and available options

At shows in Poolen, strobe lights and other pulsating or flashing lights may be used. If you have photosensitive epilepsy, you should be aware of this. Unfortunately, we are not able to inform guests in advance whether this type of lighting will be used

If you have lost or forgotten something during a great night at Poolen, please send an email to [email protected] with a detailed description of the item and when it was lost. We will only contact you if we have found what you are missing. If you do not hear from us, we, unfortunately, have not found your item. We store lost property for 14 days

We store lost property for 14 days. After this period, items are handed over to Copenhagen’s Lost Property Office

For most events, set times will be published on our Instagram on the day of the show (check out our stories). Door times and show start times can always be found on Poolen.dk for each event – if in doubt, you can always contact the ticket provider

The door time (opening time) can be found on the event page on this site, on your ticket, or on the ticket vendor’s website. In some cases, the start time may change after ticket purchase. If so, you will receive direct notification from the ticket vendor

Even after a concert or event has started, late-arriving guests are still admitted – we do not close the doors. With a valid ticket, you will always be allowed entry. However, once you have entered Poolen, re-entry is not permitted. If your ticket requires entry before a specific time, this will be stated on the ticket

You will find the event or concert start time on the page for the event you are going to. It also appears on your ticket or the ticket provider’s website

Most concerts or events at Poolen feature a support act before the main artist. Information about support acts will be listed in the event description on this site

If you have purchased a VIP ticket that includes early access (e.g. in connection with a meet & greet), the time will either be stated on your VIP ticket or communicated separately by the VIP provider

You are welcome to queue outside Poolen before doors open. There are no formal rules regarding queuing, so if you want the perfect spot for your favourite band, simply arrive early and line up

Tickets are only refundable if a show is cancelled – optional refunds are available when a show is rescheduled. Refunds are always handled by the ticket vendor. For questions regarding refunds, please contact the ticket vendor. If a show is rescheduled, tickets may be refunded within a timeframe determined by the organiser. This timeframe will be communicated by the ticket vendor

For many shows at Poolen, early access to ticket sales is available via presales. Presales are often accessible by signing up for Poolen’s newsletter or through the artist’s or organiser’s official channels. You can sign up for Poolen’s newsletter here.

Our concert hall and its balcony offer standing options only. You can sit in our cozy outdoor area, which has several covered seats, but there is no view of the stage inside the hall.

For special events, seating will be available. This will clearly be indicated in the event description by both the ticket provider and us

If an event is not sold you, you will be able to buy a ticket at the entrance. For some club events, we will sell a limited amount of tickets at the entrance even if the event is sold out. This will be handled by the one in, one out principle

The vast majority of concerts at Poolen have no age restriction, however some of our shows do. If an age limit applies, this will be stated on the specific event page and by the ticket vendor

If a show is cancelled, you will automatically receive information directly from the ticket vendor, who will also handle your refund

If you have a ticket for a show that is rescheduled, your ticket will remain valid for the new date – for most shows it will also be possible to request a refund, within a specific time frame, in case of a rescheduled show

If you lose access to your ticket, contact the ticket vendor

Many ticket vendors now offer built-in resale systems. Please check resale options directly with your ticket vendor – or use the valid and safe option TicketSwap

It is not possible to purchase gift cards specifically for Poolen shows. However, most ticket vendors offer gift cards that can be redeemed for tickets to shows at Poolen

For select shows, VIP tickets or VIP add-ons may be available, including various perks such as meet & greet or merchandise packages. VIP add-ons are handled either by the ticket provider or directly by the artist or a third party. Please contact the VIP provider for further information

If you have purchased a meet & greet ticket/add-on, you will receive specific information from the ticket provider or point of purchase (e.g. the artist’s online store). If you have any questions regarding your meet & greet purchase, please contact the provider

For further questions about tickets (purchase process, technical issues, ticket vendor login, resale, etc.), please contact the ticket vendor

You can bring a standard size, everyday backpack, but will have to check it in either in our self-service lockers or our staffed cloakroom. Do not bring suitcases, large backpack, duffelbacks etc.

Bags will be subject to a full check by the security staff at the entrance

For almost all events, it is fine to use your phone’s camera, and you may also bring a compact camera. Professional camera equipment (large cameras, long lenses, etc.) and other recording equipment are not permitted

You cannot bring your own water (or other beverages) and food

You are not allowed to bring foldable chairs or other seating devices

It should be common sense, but you may not bring sharp objects, spray cans, fireworks (including flares), weapons (including pepper spray), selfie sticks (they ruin the experience for others), large tablets, recording equipment, laser pointers, banners, foldable chairs or similar seating devices, food and beverages, horns/whistles, umbralles or illegal drugs.

Our security staff will check your bag upon arrival and you will be padded down

Yes. We have a lot of self-service electronic lockers, that you can easily book and access via your phone, before and during the event. These lockers will be accessible whenever you want throughout the event you are attending. To book a locker in advance, just find the event on our event page. On the page for the event you’re attending, just scroll to “book locker” and click “book now”

We offer two locker sizes, which can be booked either in advance or upon arrival. A large locker is 37 cm (height) x 20 cm (width) x 42 cm (depth), while a small locker is 20 cm (height) 20 cm (width) x 42 cm (depth)

A large locker costs 75 DKK, and a small locker costs 45 DKK. Dimensions as listed above

You are welcome to share your locker with one or more friends. This can easily be done by sharing the booking link you receive or by creating and sharing a PIN code – see instructions received upon booking a locker

You can access your locker throughout your entire visit to Poolen and open and close it as often as you like

You can book a locker upon arrival at Poolen or in advance by following the link found on all event pages at Poolen.dk

To prebook a locker and ensure easy storage upon arrival, find the event you have purchased a ticket for on Poolen.dk and scroll down to “Book locker”

After each show, all lockers are opened by our staff, and any remaining items are treated as lost property. Please see the lost property section below. Please see the section on forgotten items – or send an email to [email protected] with a description of what you forgot to take with you and which locker number you used

If you experience issues booking a locker during your visit, please contact our staff

For problems with prebooking, contact our locker service provide, Mobile Lockers, at [email protected]

If you have prebooked a locker for a show that has been cancelled, your booking fee will be automatically refunded

Poolen is located at Refshalevej 189. You can easily arrive by bicycle, public transport or car. Bus 2A has its terminus at Refshalevej and from there you only have to walk 10 minutes before you are at Poolen. You can also take harbor bus 992 and from there walk the 15 minutes it takes to go to Poolen. If you are driving or cycling, you can park right by Poolen. There is paid parking for cars (see more below). Read more about finding way here

Bus 2A goes all the way to Refshaleøen. Get off at the stop called Refshalevej (end of line), and head down Refshalevej past Lille Bakery and marina Lynetten, and you’ll get to Poolen in 9 minutes. You can also take harbor bus 991/992 og walk to Poolen via Refshalevej. This takes around 15 minutes

By bike you can get to Poolen in various ways. It’s only 11 minutes from Kongens Nytorv and 22 minutes from Nørrebros Runddel. Once you get to Refshaleøen, just follow Refshalevej and keep Amager Bakke on you right hand side and you get to Poolen at Refshalevej 189

There is only one main road to Refshaleøen, it’s called Refshalevej. Poolen is located at Refshalevej 189. Put that into your GPS. When you get to Poolen we have loads of parking spots available for you next to the entrance area

We have approximately 300 parking spaces located directly in front of Poolen, with additional parking available throughout the rest of Refshaleøen. All parking spaces are paid and can be accessed via standard parking apps. Please note that there is no cash payment machine available on site

Parking fees are paid directly to Easy Park or other parking apps you might be using, and follow the standard rates for the area. Poolen do not profit from parking

If you arrive by bike, you can park in our bicycle parking area located right by the entrance

Look out for your friends and be a friendly presence when visiting Poolen. If you notice others being harassed or in need of help, ask if they are okay and contact our security or bar staff. If you feel unsafe or unwell, do not hesitate to reach out to our staff. Our team is non-judgmental, inclusive, and always ready to help, regardless of your situation

At the entrance to Poolen, our security staff will check bags for prohibited items and you will be padded down. You will also meet our security staff inside the event space and at our outdoor area. Always contact our staff if you experience or witness unsafe, uncomfortable, or harassing behaviour

We reserve the right to deny you entrance, if our security staff consider you too intoxicated for your own and others safety

Poolen has a capacity of 2500 standing guests. We also have a large outdoor arrival area where you can use our wardrobe, hang out and have fun with friends before, during and after the show.

Together with our beverage partners Heineken, Royal, and Red Bull, we offer a wide selection ranging from beer and cocktails to soft drinks and energy drinks

Bottled water is available for purchase at our bars

For selected events, we collaborate with food trucks serving food in our outdoor area. Otherwise, chips, protein bars, and nuts are always available at our bars

As per Danish law, we only sell alcohol to 18+ . Our staff can at any time ask to see valid photo ID (driver’s license or passport)

Poolen is a cashless venue. We do, however, take all major credit cards

Smoking and vaping is allowed in our outdoor area

We have a permanent merch booth located at the back of the concert hall, to the right of the stage

The merch booth only accepts credit cards

No. Poolen is a cashless venue

We accept all major credit cards

Poolen has plenty of easily accessible toilets. All toilets are all-gender. Inside, there are two large restroom areas with many toilet booths. Toilets are also available in the outdoor area

All our toilets are gender neutral

The accessible toilet is located inside the concert hall, near the large bar at the back of the venue

We have created a cozy outdoor area with bars, toilets, lounge areas, and a cloakroom. The outdoor area is always lively and feels like a party within the party—not only in summer, but also during winter thanks to heating lamps and covered areas

You can smoke or vape in the outdoor area

Our self-service lockers are found in the outdoor area

There are two bars in the outdoor area

Toilets are also available in the outdoor area. Please note that the outdoor toilets are not accessible in a wheelchair. The disability toilet is located inside the concert hall

If you have questions or inquiries not touched upon in this FAQ, you can contact us by sending a mail to [email protected] – we aim to respond within a couple of weekdays. We do not respond to mails during weekends and bank holidays

You can also contact us via our Instagram our Facebook. We aim to answer you within a couple of weekdays. We do not respond to messages during weekends and bank holidays. When messaging us, you will receive an autoreply directing you to our FAQ, and we expect you to look through this, if your question is covered in the FAQ. If this is the case, we expect you’ve found your answers and we will not respond to your message

Yes, you can hire Poolen for your next event. Read more here

If you would like to join the team at Poolen, you are welcome to send an unsolicited application to [email protected]. It will be forwarded to the relevant department, and you will be contacted if there is a match

To apply for press accreditations for concerts and events at Poolen, please contact the event organiser (eg. Live Nation or All Things Live) or alternatively contact Lau Kjerstein at [email protected]

For general press enquiries, contact Lau Kjerstein at – [email protected]