Health and Safety Protocols
As we are excited to WELCOME YOU BACK to Rocket Mortgage FieldHouse, there are a number of procedures, protocols, and technologies in place designed to keep the limited number of fans in attendance healthy, safe, and comfortable to enjoy their experience.
IMPORTANT NOTE: The state of Ohio announced new guidelines for all indoor sports venues in the state to accommodate up to 25% of regular seating capacity. In order to maintain the extensive health and safety protocols and elements at the FieldHouse, including the continued requirement of having six feet of social distancing between seating pods, our new fan attendance capacity is 4,100 per game.
Please do your part by complying with these important health and safety measures. Let’s keep each other safe and healthy.
A COVID-19 symptom self-screening must be completed by all fans prior to their arrival at Rocket Mortgage FieldHouse. All ticketed fans will be prompted via the Cavs, Monsters or SeatGeek mobile app to access a COVID-19 survey 24-hours in advance of their ticketed event. Surveys must be completed for every ticket on the account.
For example, if you purchase 4 tickets for an event, you must provide your name and the names of the guests in your party and fill out the COVID-19 survey for EACH ticket. If you answer YES to any of the COVID screening questions, the ticket associated with that survey will not be accessible to scan for entry at the Fieldhouse the day of the event.
Face masks will be required upon entry for all attendees (ages 2 and over) and should be worn at all times unless actively eating in a designated area. Neck gaiters, bandanas and masks with valves or vents are NOT permitted. If a guest does not bring or has lost a mask, a replacement will be provided at no cost.
Failure to comply can result in removal from Rocket Mortgage FieldHouse.
We ask that guests remain six feet from others whenever possible. Seating will be comprised of “pods” to allow for six feet or more of social distancing between groups.
Hand sanitizer and hand washing stations are abundantly located throughout the FieldHouse.
If you are feeling sick, we ask that you consider others and please stay home.
Additional Reopening Health and Safety Measures Include:
Rocket Mortgage FieldHouse is equipped with the latest in HVAC technology, including air handling units that feature AtmosAir, a bipolar ionization process that assists with the clean air process. In a top lab study, Microchem Laboratory found the system was proven to neutralize coronavirus by 99.92%. This technology is the most effective system for cleaning and decontaminating indoor air and surfaces.
Fan Ingress and Egress
Each ticket will provide a required entrance and exit zone (i.e. Sherwin-Williams Entrance, Cleveland-Cliffs Entrance, Discount Drug Mart Entrance, etc.), as well as a targeted entry time to stagger arrival and avoid crowding. With plenty of new outdoor signage around the exterior of the FieldHouse, designated entrance zones are easy to locate.
Bags, Backpacks and Purses
For security purposes, only small personal bags (purses, baby or diaper bags, etc.) will be permitted inside Rocket Mortgage FieldHouse and will be subject to search at all entrances. Large bags, coolers, backpacks, and sealed packages (including gifts for performers) of any kind are not permitted. Click Here for more information on permitted items.
Contactless Mobile Ticketing
Guests have the ability to hover their cell phone within a terminal to scan their ticket and gain access to the venue in a completely contactless capacity. Mobile tickets for games and events will be seamlessly accessed via the Cavs, Monsters, or SeatGeek app. If you have purchased tickets previously from AXS or Flash Seats, please link your account by going to https://seatgeek.com/cleveland/verify and enter your previous account email address.
Cash will not be accepted as a form of payment at Rocket Mortgage FieldHouse. All purchases must be made with a valid debit or credit card, or mobile wallet options like Apple Pay or Google Pay. VISA gift cards are available for fans with cash to exchange their money at the Box Office located near the Cleveland-Cliffs entrance.
Food & Beverage Options
Available dining options include the following:
- Symon's Burger Joint (near Portal 9), FanFuel (near Portal 9 & 10), and Jack Daniel's Bar (near Portal 10) located in the East Neighborhood.
- Quaker Steak and Lube (near Portal 27), FanFuel (near Portal 25), Flour Pizza Co. (near Portal 22) & Bell's Brewery located in the West Neighborhood.
- Saucy Brew Works (near Portal 17) and FanFuel (near Portal 19) located in the South Neighborhood.
- Fahrenheit Bar and FanFuel (near Portal 2 & 3).
Huntington Club Level
- FanFuel (near Portal 40 & 45), Rascal House (near Portal 45), CLE Cocktail (near Portal 49), and Crown Royal Bar (near Portal 44).
- FanFuel (near Portal 54, 62, & 75), Rascal House (near Portal 62), Craft Land (56, 62, & 80), and CLE Cocktail (61 & 78).
Designated eating areas will be available on both the Street Level and Loudville, with locations designated with appropriate signage and socially distanced seating. Guests can also eat at their ticketed seat location.
The Team Shop at Rocket Mortgage FieldHouse will ONLY be open to ticketed fans during upcoming Cleveland Cavaliers games with a limited capacity of 35. Doors open 60 minutes prior to tipoff and the Team Shop will remain open through the end of the game. Only debit and credit forms of payment will be accepted at this time and returns will not be available.
The Gateway East Garage will begin accepting parking an hour and a half prior to the start of the event. CLICK HERE to find more parking options are available around Rocket Mortgage FieldHouse.
Elevators will be limited to 4 guests or your ticket pod size and guests with disabilities will have first priority. We ask that guests maintain a safe distance while inside the elevator.
Concourse Safety Signage
An abundance of concourse safety signage, including over 700 digital concourse signage displays is programmed for communication and education related to wayfinding, social distancing, and general guest information.
Additional staff is dedicated to restrooms and other high-traffic areas. Hands-free faucets, paper towel dispensers, and toilets have been installed in all restrooms.
Plexiglass barriers have been installed within the Cavaliers Team Shop and at the SeatGeek Guest Services Booths to reduce contact between fans and staff.
Cleaning and Sanitizations
Cleaning and sanitization processes and procedures exceed the Centers for Disease Control (CDC) standards. Electrostatic sprayers are used to evenly disperse disinfectants across surfaces more efficiently. Portal UV lighting units are also utilized.
All Rocket Mortgage FieldHouse staff has undergone additional health and safety training, are subject to temperature checks and will wear appropriate PPE during games and events.
Certification and Rating
The return-to-venue plan comes following the facility receiving third-party certification and rating by both the Global Biorisk Advisory Council (GBAC) and the WELL Building Institute (IWBI) for its proactive and progressive initiatives to help protect the health and safety of all those who visit. The plan has also been thoroughly reviewed and endorsed by the Cleveland Clinic.
In connection with the 2020-21 NBA season, we have taken enhanced health and safety measures intended to mitigate the risk of exposure to COVID-19. Despite the protocols and requirements that we have put in place, no precautions can eliminate the risk of exposure to COVID-19.
COVID-19 is highly contagious and there is an inherent risk of exposure to COVID-19 in any place where people are present. COVID-19 can lead to severe illness and death. While people of all ages and health conditions have been adversely affected by COVID-19, certain people have been identified by public health authorities as having greater risk based on age and underlying medical conditions. Exposure to COVID-19 can result in being subject to quarantine requirements.
Please note that failure to comply with the health and safety measures outlined can result in removal from Rocket Mortgage FieldHouse.