Policies and Procedures

Information Regarding the Facility Policies and Procedures

Security/Building Policies and Procedures

NBA Establishes Revised Arena Guidelines for All NBA Arenas

The National Basketball Association issued to all teams a revised set of Arena Guidelines, according to NBA Deputy Commissioner and COO Russ Granik. The Guidelines include policies dealing with the deployment of security personnel, alcohol sales and a new Fan Code of Conduct. View Guidelines

Security/Building Policies and Procedures

Creating a safe and secure environment for all of our guests and employees is a high priority at Quicken Loans Arena. It is our responsibility to make sure the people who spend time at this facility are safe and secure. We will take the necessary measures to provide an environment where our guests can have a good time without concern.

Quicken Loans Arena security personnel reserve the right to determine the method of security checks as deemed necessary including the use of metal detectors, the search of jackets, clothing and other items.

What you are not permitted to carry into Quicken Loans Arena

No video recorders, audio recorders, or other similar electronic devices

No laser pointers or weapons

No backpacks, large bags, sealed packages of any kind (including gifts for performers)

No bottles, cans, coolers

No outside food or beverages. Exceptions are made for medical reasons, baby food and reasonable children's snacks (crackers, raisins, juice boxes, etc.)

What you are permitted to carry into Quicken Loans Arena

Purses and diaper bags are permitted and will be inspected by security

Binoculars and cell phones are permitted and subject to security inspection

Other Policies

Alcohol
A Valid I.D. (State I.D., Driver's License and Military I.D.) is required for purchase of Alcohol if you appear to be 30 years of age or younger. The service limit for events is 2 alcoholic beverages per transaction. Alcohol service cut-off is made at the beginning of the 4th quarter for NBA games, at the end of the second intermission for AHL games, or at management's discretion.

Banners / Signs
Banners and signs may not be hung anywhere inside the venue unless authorized by Quicken Loans Arena. Unauthorized signs or banners must be returned to your vehicle.

Camera Policy
The camera policy is determined by each show, and therefore varies from event to event. Cameras are permitted for Cavaliers games. If allowed, cameras will be inspected at designated turnstiles and must be no more than 6 inches in length and 4 inches wide across the lens. Anything greater than this is considered professional equipment and is not permitted in The Q. Call Event Information at (216) 420-2200 or toll free (800) 332-2287 to find out the camera policy for other events.

First-Aid
There are two First-Aid stations in Quicken Loans Arena staffed with registered nurses. The First-Aid stations are located on the Main Concourse near Section 121 and on the Upper Concourse near Section 220. On site for all events is a paramedic unit from the City of Cleveland. If you are in need of medical attention please notify a Quicken Loans Arena Guest Services Representative. The Quicken Loans Arena staff is trained to call for immediate response and assistance in emergency situations.

Re-Entry
Quicken Loans Arena has a no re-entry policy. Once you leave the building during an event, you will not be permitted to return.

Service Animals
Trained guide dogs or service animals assisting guests are welcome inside Quicken Loans Arena. All service animals must remain on a leash or in a harness at all times.

Smoking Policy
Quicken Loans Arena is a smoke-free facility. Smoking is not permitted anywhere in the building. Designated smoking areas are located outside the venue. Click Here to Read More

Solicitation/Vending
Quicken Loans Arena does not permit unauthorized soliciting or collecting of contributions, vending, distribution of fliers or other promotional/advertising materials on the premises.

Ticket Policy
A valid ticket for the event is required for admittance to Quicken Loans Arena unless otherwise indicated. Children two years or older must have a ticket for admittance unless otherwise stated. Children under two must sit on a parent's lap.

Lost and Found
Please report a lost item to one of our Guest Services Desks located on the Main Concourse near Section 100 or on the Upper Concourse near Section 233. To learn if a lost item has been found call (216) 420-2195 the day after the event.

Disabled Seating & Accessibility

As you enjoy a wide variety of sports and entertainment events at Quicken Loans Arena, it is our goal to make your visit with us a positive experience. Our staff is committed to upholding the expectations of The Q Standard, which means you can expect "Excellence at Every Turn."

You will find Quicken Loans Arena to be a user-friendly building. It is accessible and provides a safe and comfortable environment. Our Guest Services Representatives are trained to provide service excellence with an understanding of how to accommodate your special needs. Quicken Loans Arena is designed to be an "Arena for Everyone." The following will give you helpful information on policies, procedures and amenities offered to make your visits with us memorable and enjoyable.

For information or assistance, Guest Services is located on the Main Concourse (Level 3, behind Section 100) and the Upper Concourse (Level 5, behind Section 200).

Automatic doors are located at all Quicken Loans Arena ground entrances.

Braille signage is appropriately displayed on all public areas of the arena, including elevators, seat sections, restrooms and offices.

Braille menus are available at Quicken Loans Arena restaurants upon request. Braille menus for concession stands are available at Guest Services on Level 3. Suite-holders may pick up suite catering menus or concession menus in Braille in the Suite Sales and Services Office or at the Concierge Desk on the Huntington Bank Club Level (Level 4).

Concession counters are at a height comfortable for all arena guests. Wheelchair height tables are located in both main food court areas on the East and West sides of the arena.

Wheelchairs are available to transport guests to their seats.

There are seven passenger elevators to transport guests to all levels of Quicken Loans Arena.

Water fountains throughout the arena are wheelchair height accessible.

The 21 men's and 22 women's restrooms located throughout the arena, in addition to four unisex/ family restrooms, are accessible. All private suites also have full restroom facilities that are all-accessible.

First aid stations staffed with registered nurses can be found on the Main Concourse (Level 3, behind Section 120) and the Upper Concourse (Level 5, behind Section 220).

For guests who are hearing-impaired, amplification devices can be borrowed from the Guest Services booth on the Main Concourse for use during an event. A driver's license or ID is required. Amplification devices are operable from any seat in the arena.

Purchasing tickets for a Quicken Loans Arena event is a simple and convenient process for everyone. Guests with disabilities who require special seating accommodations can purchase tickets at Ticketmaster Ticket Centers, Ticketmaster Charge-by-Phone, the Quicken Loans Arena Ticket Office or by calling Quicken Loans Arena Event Information. Prior to placing your ticket order, please advise the ticket representative if you require special seating accommodations.

Platform Seating
For most events, there are over 200 platform locations that include companion seats. Platform areas are located in various price classes. Due to the various show staging configurations, floor seating for wheelchair guests will be based on a per event status for events other than Cleveland Cavaliers games. Floor seating for wheelchair guests during Cleveland Cavaliers games is currently not available.

One companion seat (folding chair) is permitted on the platform next to the guest. Additional companion seats are located in an adjacent row. If space permits, multiple companion seats may be added on to the platform area. Guests who require platform seating are encouraged to purchase tickets in advance. As with any event in high demand, seating will become limited or reach sold-out status quickly. When an event reaches single ticket availability in general seating, unsold platform locations may be released for public sale.

Guests who require wheelchair seating must provide their own wheelchair.

Special Information Telephone Numbers

Quicken Loans Arena Event Information & Disability Seating & Service Information: (216) 420-2200

Cavaliers Information: (216) 420-2287

Quicken Loans Arena Event Information TDD Number: (216) 420-2461

Quicken Loans Arena Emergency TDD Number: (216) 420-2998 (incoming calls only)