A-Z Guide & Policies

Policies & A-Z Guide

Navigating Acrisure Arena for our concerts, hockey, and family shows should be easy! Review our policies and most frequently asked questions here so you are ready to come out and have a great time.

A

Please see the Acrisure Arena ADA guide.

Our administrative offices are temporarily located in the Berger Foundation building on Cook Street. The toll free number is; 888-695-8778, the local number is 760-835-8778.

Preview Sales Center (by appointment only):

42600 Cook Street, Suite 201,
Palm Desert, CA 92211

Acrisure Arena Address (once open):

75702 Varner Rd.
Thousand Palms, 92276

Hours:

M-F 9am-4pm
Closed Saturday and Sunday

Acrisure Arena has an adjustable-height adult changing table available to any guest needing this accommodation. The adult changing table is located in the All Gender Restroom located behind Section 105.

Please visit the AMR First Aid Room by Section 106 on the Main Concourse.

Acrisure Arena and the entire Greater Palm Springs area are served by Palm Springs International Airport (PSP), which is a quick, 15-minute drive from the Arena.

Acrisure Arena and all of its partners strive to promote responsible consumption of alcoholic beverages. Our alcohol policies are listed below:

  • Any person purchasing alcohol must have a valid I.D. present and must be 21 years of age or older.

  • Alcohol cannot be brought into or out of Acrisure Arena.

  • The sale of alcohol is limited to two per guest per purchase, with all sales in all areas ceasing at the beginning of the 3rd period for Firebirds games, ten minutes into the second half for college basketball games, and 30 minutes prior to encore for concerts. Any changes to alcohol cutoff time may be made, without notice and at the discretion of Acrisure Arena.

  • Acrisure Arena reserves the right to refuse the sale of alcohol at its discretion.

There are 8 All-Gender, single-occupancy restrooms throughout the building. These can be found in the following areas:

  • Event level inside Chairman’s Club

  • Main Concourse, near Sections: 105, 111, 117, 123

  • Premium Level outside each Founder’s Suite and near Section 225

There are two main points of entrance into Acrisure Arena:

  • Atrium: Located on the northeast side of the building, next to the Plaza.

  • VIP: Located on the west side of the building, adjacent to the VIP Parking.

    • This entrance is exclusive for premium ticket holders, guests needing ADA accommodation (along with their party), VIPs and special groups/individuals depending on the event

Groundbreaking and Construction: began June 2021

Date of Completion: December 2022

Capacity: 11,000

Artwork displayed throughout Acrisure Arena features a number of Palm Springs-area artists. The pieces are not for sale. If you are interested in having your art displayed or creating a custom mural, please email PR@AcrisureArena.com.

Available at the Ticket Office and the Guest Services Desk. Please see ADA/Accessibility entry for further details.

Please see Parking & Transportation.

If you are a member of AAA, start a chat here for assistance.

B

Every restroom in Acrisure Arena is equipped with a baby changing station. For a complete list of the arena’s restroom locations, see Restrooms.

There is a NO BAG policy at Acrisure Arena. Wallets and clear handbags smaller than 4” x 6” x 1” are permitted. Exceptions to this policy are diaper bags and bags needed due to medical necessity, which will need to be checked by security.

Bags, backpacks, purses, totes, clear bags, fanny packs, and camera bags are not allowed. 

Please see Guest Policies.

Large banners, flags or signs cannot exceed 11” x 17”. Any banners or signs that exceed those restrictions will be confiscated. Acrisure Arena Management reserves the right to confiscate any signage displaying content deemed to be inappropriate. Poles, sticks, or dowels used to hold banners, signs, or flags will not be permitted.

Please see Parking & Transportation.

Binoculars and their cases are permitted for most events. All items are subject to searches upon arrival.

Please see Group Sales.

Please see Ticket Office

C

Unless otherwise specified by the teams and/or event officials & management, guests may not bring professional photographic equipment into Acrisure Arena. Guests are prohibited from engaging in commercial photography of any kind without the prior approval of Acrisure Arena Management. Prohibited camera equipment:

• Flash photography
• Monopods or tripods
• Cameras with interchangeable lenses
• Cameras with lenses greater than 3 ½ inches in length

Teams and/or event officials & management may have additional rules further restricting or prohibiting photography for specific events.

For all CV Firebirds games, children under 2 years of age are not required to have their own ticket if they are sitting on the lap of a ticketed adult.
Ticketing requirements for concerts and special events may vary. Please contact the Ticket Office at 760-835-8778 for more information.

Please see the Acrisure Arena ADA Policy.

Please see Guest Feedback.

The CV Firebirds organization believes it is the responsibility of the entire CV Firebirds family – our current and former players, employees, corporate and community partners – to collectively address the challenges of our community and make the place in which we work and play a better place for all families to live. The mission of the CV Firebirds is to advance the Coachella Valley community through socially responsible programs, initiatives and collaborations with community partners. For more information, visit here.

Please see Firearms and Weapons.

Please see Food and Beverage.

Please see Prohibited Items.

Chairman’s Club

A speakeasy vibe, our only lower-level seating club available in Acrisure Arena provides seats closest to the action for both Concerts and Hockey.

Premium Club

Located on the east end of the Suite Level, the Premium Club is reserved for guests with tickets in the 200 level. It is also accessible to guests with access to the Suites. The Premium Club offers elevated arena fare and bar areas in an upscale lounge atmosphere, overlooking the seating area.

We do not provide a coat check at this time.

Acrisure Arena is committed to providing all guests with a safe, comfortable, and extraordinary sports and entertainment experience. Every person who enters Acrisure Arena has the right to expect an environment in which they will be treated in a consistent, professional, and courteous manner.

Acrisure Arena and its league affiliates thank you for your commitment and adherence to the following Guest Code of Conduct:

  •   Guests are entitled to enjoy their game and/or event experience free from disruptive or inconsiderate behaviors or unruly actions.
  •   Guests shall not interfere with the event and/or its athletes, coaches, referees, performers, or arena staff in any manner.
  •   Guests shall not use abusive, offensive, or obscene language and gestures.
  •   Threats or acts of violence will not be tolerated. Guests may not engage in fighting, taunting, throwing objects, or other behavior deemed detrimental to the experience of other guests, and are subject to immediate ejection.
  •   Guests who choose to consume alcohol must do so in a legal and responsible manner.  
  •   Smoking or use of e-cigarettes or vaporizers while on facility property is prohibited. 
  •   Guests shall comply with requests from arena staff regarding operational and emergency procedures.
  •   Guests shall not engage in unauthorized commercial activity while on arena property.
  •   Violation of the Code of Conduct may result in eviction from the arena without a refund.

Arena Staff have been trained to intervene when necessary to help ensure that the above expectations are met, and guests are encouraged to report any inappropriate behavior to the nearest arena staff member.

Acrisure Arena is committed to providing the safest environment for our employees and guests. We are committed to continuously monitoring the spread of COVID-19 at a national, state and local level, while adhering to all local health department rules in our evaluation of work and event protocols based on the most current situation. Please view our Health and Safety Policies carefully before attending an event at Acrisure Arena. For more information on COVID-19, please see our Safety & Sanitation guide.

FirstBank is the Official Bank of the CV Firebirds and Acrisure Arena. MasterCard, Visa, Discover, and American Express are accepted at all ticketing, food and retail locations.

Credit Cards are the only accepted form of payment in Suites and Club Lounges. They are also accepted for in-seat service. A photo ID may be required with any credit card purchase.

D

Please check back, this program is not in operation at this time.

Please see Food and Beverage.

All tickets will be electronically scanned to verify authenticity. Tickets which have been scanned upon entry cannot be reused by another Guest. Guests assume all risks for tickets purchased through sources other than the Ticket Office or officially licensed secondary market sources. Acrisure Arena staff are trained to identify screenshots, which are not permitted for access to any location. For ease of access throughout Acrisure Arena, all guests are encouraged to transfer tickets to each member of their party prior to entering the building. Please reference the Acrisure Arena Mobile Ticketing Guide for further instruction and FAQs.

Please view our Directions & Parking page

Please see the Acrisure Arena ADA Policy.

Door times vary for each event. For CV Firebirds hockey games, doors typically open 60 minutes before puck drop. For concerts and other special events, the door time will be listed on the event page on AcrisureArena.com.

Please see Prohibited Items.

E

Elevators are located inside the VIP Entrances and adjacent to the Ticket Office to take guests up to the Suite level.

Acrisure Arena is very easy to navigate. A majority of our seats are located in the lower bowl. We do not have any escalators.

For all employment opportunity information please visit our Employment page.

Please see Arena Entrances.

All tickets purchased for Acrisure Arena events, whether the transaction occurred online, by mail, in-person or any other method, are subject to our Event Ticket Terms and Conditions.

CV Firebirds events are also subject to the Ticket Purchase Terms and Conditions available at https://www.cvfirebirds.com.

F

Acrisure Arena has 8 single occupancy family restrooms throughout the building. These are labeled as All Gender Restrooms. Their locations are:

  • Event level inside Chairman’s Club
  • Main Concourse, near Sections: 105, 111, 117, 123
  • Premium Level outside each Founder’s Suite and near Section 225
  • Letters to CV Firebirds players should be addressed as follows:

    CV Firebirds
    Attn: (Coach/Player Name)
    42600 Cook St. Suite 201
    Palm Desert, CA 92211

     

  • No firearms or weapons are allowed on the premises.

The AMR First Aid Room will be located behind sections 106 and is staffed with certified emergency medical personnel at all times. For life-threatening emergencies please notify an Arena staff member who will call for emergency personnel.

Riverside County Office of Emergency Management has partnered with Acrisure Arena to provide equipment for response and preparation for medical emergencies. Their mission is to protect lives and property through exacting communications to decision-makers and the total coordination of resources, on-location and on-time.

• Approximately 140 trades and workers are on site daily

• Event level sits 25 feet below grade. The building will rise 53 feet above grade when complete.

• 300,000-square-foot venue

• 15,000 yds. of concrete, which is 1,500 truck loads

• There is approximately 12 miles of underground piping for the ice floor system.

• 2,000 tons of steel

• 11,000 seats

• 9 miles of piping for the ice floor

• 30 TV’s

• 278 Wi-Fi Antennas

• 167 Security cameras

The centerpiece of the Firebirds’ commitment to the community is the CV Firebirds Foundation. Please check back for information on how this Foundation will be launched and developed.

Acrisure Arena has an exclusive concessionaire agreement with OVG 360. OVG 360’s award-winning culinarians and food services & hospitality teams strive to deliver the best accommodations, highest-quality amenities, and premium food and beverages to guests

For special menu items accommodating dietary restrictions (gluten-free, Kosher, etc.), please contact a concession stand supervisor.

G

Ticketmaster Gift Cards can only be purchased with a US or CA credit card here.

Fans who wish to purchase Ticketmaster Gift Cards in bulk should review Ticketmaster’s Bulk Gift Card FAQ’s.

Please note you may not use Ticketmaster gift cards to market your company or for any consumer promotion without our prior written authorization. Please send an email to trademarks@livenation.com with your request.

For all inquiries regarding prospective group sales for concerts, events, and games, click HERE.

The Guest Experience department will provide concierge service to assist with anything you may need around the arena or information about an event or game. In addition, Guest Concierges can assist with the following:
• Inquiries regarding dining, transportation, events and hotel accommodations around the city
• Lost children
• Designated Driver Program
• Ticket services – a member of the Ticket Office will be onsite as well if any ticket questions or issues need resolving

Locations include:
• Main concourse behind section 125

Please see Code of Conduct.

We’d love to hear your feedback! From general information or comments to employee recognition, feel free to reach out to us at any time.

• General Information/Questions: 888-695-8778 or 760-835-8778 | Contact Us

• Ticket Assistance: 760-835-8778

• Guest Concierge Desks: On the Main Concourse behind Sections 125

To maintain the highest quality of experience for all of its guests, Acrisure Arena upholds the following guest behavior policies:

  • While respecting and encouraging the passion of our guests, profane or aggressive language, cheers, or taunts are not permitted. Additionally, Guests are not permitted to enter with clothing or signage that clearly displays any obscene or offensive messages.

  • Smoking of any kind is not permitted inside Acrisure Arena. This includes the smoking of electronic cigarettes or vaporizers.

  • Once a guest has successfully scanned their ticket for entry into Acrisure Arena, the guest will not be permitted to exit the building and re-enter. Certain reasonable exceptions to this policy may only be made at the discretion of Acrisure Arena Management or a Gate Supervisor.

  • To ensure the integrity of seating sections and premium spaces, guests may only sit in seats for which they have a ticket. Guests will be asked to present their ticket upon each entry into any seating area. If a guest is given a wristband associated with a premium space, they may simply present the wristband for access to that space.

  • Guests who wish to access a seating section will be asked to wait to proceed to their seats until there is a stoppage of play. This policy will apply primarily to sporting events; policies regarding other entertainment events will vary.

  • For the enjoyment of all in attendance, Acrisure Arena asks that guests refrain from standing for excessive periods of time unless the context of the event clearly warrants it. If Acrisure Arena staff feel that a guest is standing excessively and it negatively affects the experience of other guests in the vicinity, they will ask the standing guest(s) to sit.

  • During the performance of the National Anthem, we ask that all staff and guests restrict their movement in the seating bowl and the concourses.

H

Acrisure Arena is committed to providing the safest environment for our employees and guests. We are continuously monitoring the spread of COVID-19 at a national, state and local level, while adhering to all local health department rules in our evaluation of work and event protocols based on the most current situation. Please view our Health and Safety Policies carefully before attending an event at Acrisure Arena.

For inquiries or information regarding any hotels, please visit the nearest Guest Concierge Desk. Please also see our Plan Your Visit guide HERE.

If you find an area requiring housekeeping services, please locate the nearest Guest Services Desk. For specific restroom housekeeping, use the restroom code number marked on the restroom wall.

I

Please see the Acrisure Arena ADA Policy.

K
L

Please see Prohibited Items.

For a lost or missing person please notify the nearest Acrisure Arena staff member or go to the nearest Guest Concierge Desk. Upon arrival to Acrisure Arena, guests with children, or at-risk adults, are encouraged to proceed to the Guest Concierge Desk to fill out a wristband with name and seat location as well as a phone number, so that guests may be quickly reunited.

Guests who have lost an item during an event are encouraged to visit the Guest Concierge Desk located within Acrisure Arena. Items that have been found during events will be temporarily stored in those locations.
Claims can also be filed through: acrisurearena.crowdfind.com

M

The Firebirds mascot is excited to start entertaining Firebirds fans with their high-flying acrobatic dunks, daring stunts and funny antics when the CV Firebirds hit the ice for the 2022-23 season. When our mystery mascot is not flipping around Acrisure Arena he’s busy making over 100+ appearances in the Coachella Valley community every year. To request the Firebirds mascot for a community event visit cvfirebirds.com

Media credentials or interviews can be arranged by contacting the Acrisure Arena Communications Department at PR@acrisurearena.com

The AMR First Aid room is located behind section 106. If a medical emergency occurs, please communicate with any Arena staff member who can call for emergency assistance.

The Firebirds Pro Shop is located at 73-470 El Paseo Suite F2, Palm Desert, CA 92260.

Concert merchandise will be available at multiple points throughout Acrisure Arena on the night of each Event.

 

Stay tuned and be ready to download the Acrisure Arena App to your mobile device for free later in 2022. You’ll be able to keep up to date with everything CV Firebirds and Acrisure Arena.

N

ACRISURE

A global fintech leader, Acrisure provides customers with intelligence-driven financial services solutions for insurance and reinsurance, asset management, real estate services and cyber services.

Every summer, the CV Firebirds hold an audition for the National Anthem. For future audition dates please visit CVFirebirds.com. If you missed the audition, please send a live recording or MP3 to our coordinator PR department – PR@CVFirebirds.com.

Please see Prohibited Items.

Details coming soon.

O

Any food or drink brought into Acrisure Arena, with the exception of medications previously approved by Acrisure Arena, will not be allowed.

P

Guests who need to charge their device should visit the nearest Guest Concierge Desk.

Please see Camera Policy.

Located directly adjacent to the Atrium, the Plaza features year-round entertainment and dining.

Please see our Premium Hospitality section.

Guests seeking additional information about any of our Premium Spaces are encouraged to contact the Premium Sales and Services Team here.

For all private event inquiries, please click here.

Prohibited items may differ depending on the specific event day restriction. Acrisure Arena is unable to store any prohibited items and guests will be asked to return such items to their vehicles. The following the items are always restricted from entering Acrisure Arena:

  • Weapons of any type (firearm/ammo, knives of all sizes, bats, clubs, and scissors)

  • No firearms or weapons are allowed on the premises

  • Explosives / fireworks

  • Self-Defense Sprays (OC, Pepper Spray and Mace)

  • Aerosol cans

  • Brooms/broomsticks, selfie sticks, poles, and tripods

  • Laser pointers

  • iPads, tablets, and laptops

  • Large banners or flags signs (over 11” x 17”)

  • Backpacks, oversized bags, suitcases, and hard-sided bags of any kind

  • Food or drink of any kind (exception: medical, with previous approval by Acrisure Arena)

  • Cans & glass containers

  • Coolers or other hard sided containers

  • Masks of any kind (without authorization of Acrisure Arena)

  • Noise makers (whistles, horns)

  • Projectiles such as beach balls, frisbees, etc.

  • Any type of ball (without authorization of Acrisure Arena)

  • Optical illusions (items such as pinwheels or multi-color umbrellas that can interfere with depth or distance perception)

  • Drones (unmanned aircraft systems) or model aircraft

  • Illegal substances

  • Professional cameras (cameras with a detachable lens or lens that extends further than 3 inches), audio & video recording equipment, tablets and selfie sticks are not allowed. Standard point-and-shoot “pocket” cameras may or may not be prohibited depending upon event restrictions.

  • Large umbrellas over 12 inches in length; golf umbrellas; umbrellas with pointed tips; multicolored umbrellas

  • Metal chains of any kind, including wallet chains

*This list is not exhaustive. Items not appearing on this list may still be prohibited at the discretion of Acrisure Arena Security if the items pose a potential threat to the safety of our guests.

Please see Bag Policy.

R

Unless otherwise specified by teams and/or event officials/management, guests may not bring any types of audio/video recording devices into Acrisure Arena. These devices include, but are not limited to, video camcorders, audio recording devices, etc. For certain shows, recording of any type – including on a mobile cellular device – will be strictly prohibited.

Individuals who leave Acrisure Arena during an event will not be admitted back for re-entry unless with the use of an unused/unscanned ticket. Exceptions to this policy may be made in certain, reasonable circumstances at the discretion of Acrisure Arena Management or a Gate Supervisor.

All restrooms can be found in the following locations:

  • Event Level: Chairman’s Club, and Northeast corner of floor (events with floor seating only)

  • Main Concourse: Behind Sections 106, 110/112, 116/117, 123

  • Suite Level: Near Suites 1, 10, 11, and 20. Behind Sections 203, 206, and 222

The ‘Official Pick Up/Drop Off’ for Lyft and Uber are located on the north side of Acrisure Arena near Classic Club Drive.

S

The Firebirds do take requests for feature messages such as birthdays, groups, or anniversaries during a game. These messages will appear after the halftime performance and must be requested four full business days prior to the game. To display these messages, we ask for a $25.00 donation to the CV Firebirds Foundation. Scoreboard requests may be submitted to www.cvfirebirds.com.

Messages cannot be passed along to the talent at our Concerts, Comedy, Family Show and other Sporting events. Please contact the respective event directly.

The If You See Something, Say Something™ campaign encourages the public and frontline employees to identify and report any indication of a threat to the proper law enforcement authorities. To report suspicious activity, see your nearest security guard, staff member or local authority or call 911.

Please see Prohibited Items.

Please see the Acrisure Arena ADA Policy.

Please see Banners & Signs.

Acrisure Arena is part of a non-smoking neighborhood. All forms of smoking, including vaping and e-cigarettes, are prohibited inside the facility and anywhere on property, including the Atrium and outside plazas.

Any unauthorized solicitation or commercial promotion on the arena premises, including the parking structures, is strictly prohibited and may result in confiscation of promotional materials, citation, ejection or arrest.

Stairs are located in the four corners of Acrisure Arena. In case of emergency, please use these stairs instead of elevators.

Please see Guest Policies.

Strollers may not be brought into the seating sections, aisles, escalators, or wheelchair platforms.

T

Please see Merchandise.

Tickets for Acrisure Arena events may be purchased at the Ticket Office presented by Ticketmaster, or directly through Ticketmaster.com.

Ticket requirements for concerts and special events may vary. Please contact the Ticket Office at 760-835-8778 for more information about specific events.

Ticketmaster Fan Support

For assistance with an existing Ticketmaster.com order, guests should contact Email Support by logging into their Ticketmaster account. General Customer Support and FAQs can be accessed by visiting help.ticketmaster.com

Email Support Hours (local time)

Mon – Sun: 8am-8pm

Ticketmaster Phone and Chat Support is currently unavailable.

Located at the northeast corner of the Main Concourse, directly adjacent to the front Plaza.

Hours of Operation:

  • The Ticket Office is open on event days from 12:00pm (or 3 hours prior to event, whichever is earliest) until approximately 1 hour into the event.

  • The Ticket Office is closed on non-event days.

  • Questions can be directed to 760-835-8778 during open hours.

Guests assume all risks for tickets purchased through sources other than the Ticket Office or officially licensed secondary market sources.

Will Call tickets can be picked up on the day of the event only at the Ticket Office, located at the northeast corner of the Arena. PLEASE NOTE: In order to pick up your tickets, you must be present with a valid photo ID. Pick-up restrictions may apply and can vary by event.

Please contact the Ticket Office at 760-835-8778 prior to arrival to confirm if your tickets are available for pickup.

Ticket resolution areas during events are located at the Ticket Office (next to the Atrium).

U

Not permitted: Large umbrellas over 12 inches in length; golf umbrellas; umbrellas with pointed tips; multicolored umbrellas

Permitted: Collapsible, solid-color umbrellas that are no longer than 12 inches in length when collapsed

V
W

Guests can visit AcrisureArena.com for the latest information on events, tickets, maps, and seating guides. Information on the CV Firebirds regarding schedules, standings, tickets and other team information can be found on their website.

Please see the Acrisure Arena ADA Policy.

Acrisure Arena’s policies are subject to change at any time and for any reason, including without limitation, due to requirements of special events held at Acrisure Arena.