Hard Rock Live FAQ
Check out our Frequently Asked Questions.
Ticketing Information
-
The Box Office is located outside the venue adjacent to Hard Rock Cafe.
-
ADA Seats can be purchased at Ticketmaster.com. If there is a need to exchange previously purchased tickets for ADA, please visit the Box Office before show time. There is NO guarantee that comparable tickets will be available.
-
The Couches at Hard Rock Live are the most unique seating option, as they include in-seat cocktail service. Cocktail service must be paid with either cash, credit or debit to the individual server.
-
The age limit varies per event. All guests MUST have a ticket to enter, regardless of age.
-
Ticketmaster is the only authorized ticket-selling agent of Hard Rock Live. Hard Rock Live is NOT responsible for the authenticity of tickets obtained through any other source and will not honor counterfeit/invalid tickets.
-
Tickets can be transferred via Ticketmaster. NO screenshots of tickets will be accepted.
-
All ticket sales are final – no refunds, exchanges or upgrades.
-
Casino guests will receive a confirmation via email with the time and location of ticket distribution.
-
No; however, casino guests can utilize their Unity by Hard Rock points to purchase tickets at the Box Office.
Arriving at Hard Rock Live
-
Hard Rock Live’s only entrance is between Hard Rock Sports Bar and Hard Rock Cafe.
-
Complimentary self-parking is available in any of the three garages (Lucky Street, Seminole Way or Winners Way). Valet parking is available at any of the three locations (Hard Rock Hotel, The Guitar Hotel and Lucky Street). Fees vary.
-
Guests dropped off for a Hard Rock Live show are encouraged to instruct drivers to drop off and pick up at The Guitar Hotel porte-cochère or Lucky Street valet.
-
Doors open to the public (1) hour before the event time on the ticket, unless otherwise noted.
-
Ensuring the safety of our guests, artists and employees is always a top priority of Hard Rock Live. Be advised that for all events held at Hard Rock Live, venue security will utilize a Walk-Through Metal Detector to scan all guests entering the venue. A secondary measure of bag searches and wanding will be conducted if warranted.
On-Site Experience
-
Merchandise may be available for purchase depending on the show. The merchandise stand is located on the first floor in the center of the concourse to the left of the main bar.
-
Guests of Hard Rock Live are NOT allowed to bring in outside food. Outside beverages will be poured into a plastic cup upon entry into the venue.
-
Food and beverages are available for purchase at Hard Rock Live. We offer cashless options for food and beverage transactions, using credit card or mobile payment, including Apple Pay. Photo I.D. is required for alcoholic purchases.
-
Guests of the resort can check with concierge to see if wheelchairs are available for rent. Wheelchairs and wheelchair escorts are NOT available to guests unless a guest is involved in an incident and is being transported/seen by Seminole Fire Rescue EMS Team.
-
Hearing Devices or Assisted Listening Devices are available for guests at the Ticket Desk located in the venue lobby near sections 101 and 102. Devices are available for most events and are free of charge. To ensure the devices are returned the night of an event, a driver’s license or another form of identification is required in exchange for the use of our devices.
-
Family restrooms are located on the second floor (near section 117) and third floor (near section 207).
-
Any found items will be brought to the resort’s Security Podium, located on the casino floor near the food court.
-
If medical assistance is required, please see a greeter or security guard immediately. The first aid room is located on the first floor across from sections 108-109-110.
-
All exits are final. There is NO re-entry after exiting the venue.
-
The ATM is located on the first floor, across from the Grab ‘N’ Go location.
-
Baby Changing Stations are in all restrooms throughout the venue.
-
Water fountains are located outside of the north side restrooms in the concourse across from sections 103, 117, 207 and 307.
-
Yes. Complimentary Wi-Fi is available for all guests.
-
Charging stations are located on the first floor near sections 111 & 112 and second floor near suites 4, 5 & 6.
-
Be aware that flashing lights, pyrotechnics, lasers, fog, and/or loud noises may be utilized during any performance for entertainment purposes.
"Device Free" Policy (Select Events)
-
If a show is designated a “device/electronic-free event,” per the artist’s request, NO recording devices will be permitted, including but not limited to the items listed below:
- No cell phones
- No smartwatches
- No cameras
- No tablets
- No laptops
- No Fitbits
- No Bluetooth-enabled headphones
Upon arrival, small devices will be secured in Yondr pouches that will be unlocked at the end of the event. Guests will maintain possession of their Yondr pouches throughout the night, and if needed, may access their devices at designated Yondr unlocking stations.
Venue Policies
-
Hard Rock Live is committed to providing a safe and enjoyable atmosphere for all our guests. If there is an emergency, please contact the nearest Hard Rock Live Team Member. Security has staff trained in Basic First Aid, CPR, and AED use. There is also a Seminole Fire Rescue EMS Team on-site on show nights.
-
The distribution of promotional items, flyers, handbills or printed materials is NOT permitted without explicit written permission from the General Manager of Hard Rock Live. In addition, vending, peddling or product sampling is NOT allowed.
-
- Bags, backpacks, briefcases larger than 14” x 14” x 6” (will be subject to search)
- Strollers
- Signs, banners, flags
- Outside food
- Glass, cans and aluminum bottles
- Coolers
- Pets (not including service animals with paperwork)
- Umbrellas
- Chains/spikes
- Camera with an extended lens longer than (6) inches, recording devices, tripods, professional camera auxiliary lenses, selfie sticks
- Fireworks
- Illegal substances
- Laser pointers
- Hoverboards and skateboards
- Whistles, horns or other noisemakers
- Firearms, knives, weapons of any kind, pepper spray/mace
- Computers, laptops, iPads
- Drones
- Note: Grills and/or fireworks may NOT be brought into the parking lots. For the safety of all guests, concertgoers may be subject to search.
-
Smoking is NOT permitted inside of Hard Rock Live, including vapors, e-cigarettes, electronic, and other smoking devices. This policy is strictly enforced. Violation of this regulation is grounds for ejection. A designated smoking area is provided adjacent to the main bar on the concourse, where patrons can smoke.
-
We do not offer tours of the venue.
-
Aisles should be always kept clear. For the safety and comfort of all guests, please do not sit or stand in the aisles. Guests sitting or standing in areas other than their ticketed seats jeopardize the safety of others. Please be courteous to fellow guests, and follow directions from Security and the Greeters.
-
Guests in attendance are required to be fully dressed including shoes.
-
For everyone’s safety, all guests must abide by the following General Admission policy.
- Overnight lines are not permitted.
- General Admission (“GA”) ticket holders can start lining up at noon on the day of the show at the designated GA line in front of Hard Rock Live.
- A valid GA ticket must be presented in order to obtain a place in line and wristband.
- Guests are not permitted to “hold” a place in line for other guests who are arriving later.
- Guests must follow all venue policies, posted instructions, and directives from venue staff.
- Hard Rock Live management reserves the right to amend or make additions to these policies at any time.
- Ticket holders found in violation of the following policy may be asked to surrender their tickets and leave the property.