Ball Arena is committed to providing world class sports and entertainment while ensuring the safety and security of our patrons. This A to Z Guide provides general information, venue policies, and answers to FAQs for guests while attending events at Ball Arena. Any Guest behavior disregarding these policies, as determined by facility management, can result in ejection from the venue.
Important Information and Phone Numbers
Dispersed wheelchair and accessible seating is available on all levels of the arena. Accessible seats are reserved for guests with disabilities who have accessible needs and their companions. Accessible seats are available in the following locations at Ball Arena but may vary depending on the event configuration:
Accessible parking is available at Ball Arena and is provided on a first come, first served basis. Guests parking in a handicap accessible parking space must display a state-issued accessible parking permit.
Sign language interpreting services
Sign Language Interpreting services and other accommodations for guests who are deaf or hard of hearing are available. Please contact Guest Relations at 303.405.8548 or at firstname.lastname@example.org at least two (2) weeks prior to the event to schedule this service. Guests requesting interpreting services must provide proof of ticket purchase & seat location in order for us to move forward with the booking process.
1000 Chopper Circle
Denver, CO 80204
For all Nuggets, Avalanche and Mammoth games, guests three years of age and older are required to have a ticket. Guests under the age of three years may sit in a ticketed guest’s lap.
Generally, for concerts and special events, guests two years of age and older are required to have a ticket for entry.
Policies may vary for concerts and special events. Please contact Guest Relations for information pertaining to specific events at 303-405-8548.
Ball Arena and its staff strongly encourage responsible consumption of alcoholic beverages. A summary of alcohol policies is listed below:
Ball Arena welcomes service dogs utilized by Guests with disabilities. Service dogs must be harnessed, leashed or tethered at all times, unless special circumstances exist, and will be required to rest in the seating area of the individual with a disability, rather than in the aisle. A Guest whose service dog poses a threat to the safety of other Guests and employees, or whose dog is not housebroken, may be asked to escort the dog off the premises. Any service dog that displays vicious behavior towards other Guests or employees may be denied entry or removed from the facility. All other animals are prohibited.
There are two ATMs located inside Ball Arena, one on the Lower Level (Section 144) and one on the Upper Level (Section 366).
For the safety of all guests, while the game is in play during a hockey or lacrosse game, guests must wait at the top of the aisle, or bottom of stairs, until play has stopped to go to their seat. The portal ushers will let guests know when the puck/ball is in play. Guests refusing to comply with this rule may be ejected from the facility.
All guests are encouraged to remain physically distanced from other guests while waiting in the portals when the ball/puck is in play.
Please note: For guests to have an enjoyable experience while attending a basketball game, please wait at the top of the aisle, or bottom of stairs, until play has stopped to go to your seat.
Ball Arena requests that all guests using bicycles and scooters on the property follow all safety regulations including following helmet laws, parking properly near bicycle racks out of the way of pedestrian and vehicular traffic, following all traffic laws and traveling at a safe speed. There are three bicycle racks located on Ball Arena grounds: one outside the East Atrium, one outside the Grand Atrium and one in the Toyota 4Runner Lot South.
The Ball Arena Ticket Operations Customer Service Desk is open for customer service and guest ticketing assistance during events ONLY. There is no in-person ticket purchasing available at Ball Arena; all tickets must be purchased online at www.BallArena.com and will only be delivered electronically.
Download the Altitude Presents mobile app prior to arrival at the venue for easy access to tickets. You can add your ticket to your mobile device (such as Apple Wallet or Google Pay) through the Altitude Presents mobile app.
Address / Location
Guests are welcome to bring personal, point and shoot cameras into Ball Arena. Cameras with telephoto or long interchangeable/detachable lenses and external flash (professional photography equipment) are not permitted inside Ball Arena at any time. Video recording devices, audio recording devices, monopods, bipods, tripods and selfie sticks are also not permitted. iPads and GoPros, however, are permitted for Avalanche, Nuggets and Mammoth games for use in compliance with Ball Arena’s photography and recording policies. Live streaming of any event is expressly prohibited. Video recording on any device and/or flash photography is prohibited at all times. Management reserves the right to deny any electronic device or camera accessory at their discretion. For camera/recording device policies concerning a specific event please contact Guest Relations for more information at 303-405-8548.
To ensure Ball Arena is cleaned to the highest industry standard, Kroenke Sports & Entertainment, in conjunction with the NBA & NHL, has implemented safe and healthy cleaning protocols that align with the CDC and CDPHE standards.
Shirts and shoes are required for all guests entering Ball Arena. Guests are prohibited from wearing or displaying any clothing or body art containing profane or offensive material. Guests may be denied entry into the facility until the profane or offensive material is no longer visible. Guests found within the facility wearing clothing or showing body art displaying words or images that can be construed as profane or offensive by venue management will be asked to provide a solution where the offending material will no longer be displayed. If no solution can be found or the solutions do not meet the satisfaction of venue management, the guest may be ejected from the facility without a refund. Clothing that conceals a guest’s entire head is also prohibited, including full face paint and costumes/helmets with face masks. Headdresses and face paint styled in a way that references or appropriates American Indian cultures and traditions are also prohibited.
CODE OF CONDUCT
For any show or event-specific policies, please contact Guest Relations at 303-405-8548.
Ball Arena offers various concessions locations that provide gluten-friendly and vegetarian options. Guests can visit any Guest Relations Kiosk for food guides, ingredient lists, and information regarding concessions locations that accommodate food allergies and other dietary needs.
In the event of an emergency at Ball Arena, please follow the directions from the Public-Address announcers, signage throughout the venue, emergency personnel, and venue staff. Please contact venue staff with any questions or concerns and they will put you in contact with the appropriate venue representative.
The First Aid Station is staffed by certified medical personnel and is located on the Lower Level across from Section 132. Paramedics are available during all events at the First Aid Station and regularly patrol the arena. Please contact any staff member for assistance.
For updated Ball Arena Health and Safety information and an updated list of events with COVID-19 protocols in place, please click here.
Ball Arena welcomes guests with General Admission (GA) tickets to concerts/special events to form a line in advance of general doors for concerts and special events. Guests with GA tickets are welcome to arrive on Ball Arena property and form a line at the designated door as early as 10:00am on the morning of the event for which their ticket is valid. The line for General Admission entry starts at the Grand Atrium VIP Door 1 (the far-left door on the Southwest side of the venue), unless otherwise instructed by staff/signage. All guests with General Admission tickets MUST enter through this door. No off-site lines will be honored. For the safety of all guests, Ball Arena prohibits overnight camping on the property. Please contact Guest Relations at 303-405-8548 for more information/show specifics as General Admission information can vary for certain special events and concerts.
GUEST RELATIONS KIOSKS
Should you get separated from your minor child or any other person in your party with a special need, you should proceed to the nearest Guest Relations Kiosk located in the Grand Atrium, at Section 120, or at Section 375. Guest Relations staff will accompany lost guests to either of these locations and keep in contact with other staff members in the building to ensure the party is reunited.
Ball Arena provides lost and found services for its guests from the Guest Relations Kiosk located at Section 120, the concierge desks on the Club Level (Sections 228 and 256) and/or the Upper Level at Section 375. Found items should be taken to these locations or given to a Guest Relations staff member. During an event, guests should visit the Grand Atrium Kiosk to inquire about lost items. After an event, to check on or claim a lost and found item, please visit here. Lost and found items will be logged and kept for 14 calendar days. Unclaimed items will be donated to charity after the two-week holding period. Management assumes no responsibility for items lost at events. Any credit/debit card turned in to our lost and found that is not picked up by the end of the event will be shredded and destroyed for safety purposes.
Beginning on March 12, 2022, guests are no longer required to wear masks during events taking place at Ball Arena unless wearing a facemask is required for an event listed specifically under the “Event-Specific Health and Safety Requirements” section found at VENUE INFORMATION & ENTRY PROTOCOLS | Ball Arena. Per CDC guidelines, masks are highly recommended for guests who are considered high risk.
Memorable Moments Program
Memories are Played Here at Ball Arena. Our service standard at Ball Arena is to create memorable moments by providing genuine service to our guests and teammates. This program aims to enhance the experiences of our guests and employees.
What is a Memory Maker?
Memory Makers are here to create memorable moments at all Nuggets, Avalanche and Mammoth games. Memory Makers elevate the guest experience through unique and exciting elements before, during and after games. If you see a Memory Maker, it means fun things are coming your way!
Help Reward and Recognize Our Staff
Has a staff member provided you with a memorable moment or experience at Ball Arena? Guests who would like to thank or recognize a Ball Arena staff member who has gone above and beyond to make their experience memorable can do so by emailing Memorable.Moments@TeamKSE.com. Staff members who are recognized for providing memorable service are rewarded through the Ball Arena’s Memorable Moments Program. Thank you for sharing your stories and memories with us!
Parking and Directions can be found HERE
Toyota Parking Lots at Ball Arena open three hours prior to an event and parking staff remain on duty one hour after an event. For most events, Ball Arena doors generally open one hour before an event and close to entry at the conclusion of an event. Please contact Guest Relations at 303-405-8548 for specific door times. Click here for more specific information about Ball Arena parking lots.
Ball Arena provides phone charging services for guests on levels of the arena. The ChargeFUZE machines provide guests the opportunity to rent or buy a power bank to charge their phone for a small fee. Guests can either return the power banks to the machine or keep them and will be charged accordingly. The banks provide 3 major charging plugs.
Guests must download the ChargeFUZE app in order to rent any devices. Guests needing help can click the “Help” function on the app for 24/7 assistance.
Please direct any questions or feedback about these machines to Guest Relations team member.
For Ball Arena’s list of prohibited items, please click here.
Ball Arena has a NO RE-ENTRY policy. Any guest that exits Ball Arena for any reason will not be permitted back into the arena.
Motion-activated faucets, flushes, towel/soap dispensers, and hand sanitizer fixtures have been installed in all bathrooms throughout Ball Arena to reduce surface contact.
COVID-19 IS AN EXTREMELY DANGEROUS AND CONTAGIOUS DISEASE THAT CAN LEAD TO SEVERE ILLNESS AND DEATH. BY ENTERING BALL ARENA, YOU ACKNOWLEDGE AND VOLUNTARILY AGREE TO ASSUME ALL RISKS RELATED TO EXPOSURE TO COVID-19 AND ALL STRAINS, MUTATIONS AND VARIATIONS THEREOF, WHETHER KNOWN NOW OR IN THE FUTURE, BY VIRTUE OF YOUR PRESENCE AT BALL ARENA.
BY ENTERING BALL ARENA, YOU ARE AGREEING TO ALL TERMS AND CONDITIONS REFERRED TO ON YOUR TICKET AND ONLINE AT https://ballarena.events/termsandconditions INCLUDING COMPLIANCE WITH BALL ARENA’S HEALTH AND SAFETY POLICIES. THESE POLICIES ARE SUBJECT TO CHANGE WITHOUT NOTICE.
Guests will be treated in a professional and courteous manner by all arena and team personnel. KSE is dedicated to the principles of equality for all guests. Guests will be treated fairly without regard to age, race, sex, sexual orientation, marital status, gender identity, color, religion, national origin, disability, military status, genetic information, or any other status protected by applicable law. Guests wearing head coverings, loose fitting or bulky garments may undergo additional security screening but will not be asked to remove any religious head coverings unless absolutely necessary to undergo additional screenings. These additional screenings may, upon request, take place in a private location out of public view and with a security officer of the same gender as the guest. Guests needing additional assistance due to a disability will also be afforded these same options.
Guests may report any violation to: 303.405.8548 or e-mail: email@example.com
Together with KultureCity, Ball Arena is working to provide an inclusive and seamless experience for all guests with sensory processing needs. To support this initiative, Sensory Bags are available for guests to check out at all Guest Relations Kiosks at no cost. Bags include a special badge for guest recognition, fidget tools, noise-canceling headphones and other resources. Ball Arena also provides designated quiet areas located in the elevator lobbies at Section 120, 228 and 340. Please contact a Guest Relations representative for assistance or additional information.
Ball Arena holds a general policy welcoming signs, banners, and team flags during events. The following rules/regulations apply to all signs, banners, flags, and posters entering Ball Arena:
Any guests smoking inside the venue will be subject to ejection. Any form of marijuana consumption is prohibited on Ball Arena property. Please note, in accordance with city ordinance, smoking is not permitted within 30 feet of entry doors.
Ball Arena is pleased to offer fun and unique experiences if you are celebrating a special occasion with us!
Ball Arena wants to celebrate your birthday or special occasion with you and your family! Contact our Memorable Moments team at Memorable.Moments@TeamKSE.com before the game to set up a special occasion surprise. Guests can also request to display celebratory messages in the venue with advance notice. Click here for more information and to submit your message.
FIRST GAME or event CERTIFICATES AND PINS
Is it your first game or event at Ball Arena? Stop by any Guest Relations Kiosk to receive a certificate and pin commemorating this special event! You can also email Memorable.Moments@TeamKSE.com to set up a special occasion surprise (pending availability).
Attention: Performances and events at Ball Arena may include the use of strobe lighting, haze, lasers and pyrotechnics.
Strollers are allowed into Ball Arena. Should they not fit under your seat, they may be left at a Guest Relations Kiosk or left on the concourse outside the portal entrances at your own risk.
Suites are available to lease yearly or to rent on a per-event basis. For information on Suite options, please contact the Premium Sales and Service department at 303-405-6161 or click here. Suite holders may access Suites up to 90 minutes prior to each game or 60 minutes prior to concerts or special events and may remain in their Suites up to 30 minutes after the conclusion of a game or event.
Tailgating is allowed, but not encouraged outside Ball Arena. There are no designated areas within the Toyota Parking Lots and guests may only occupy the number of spaces they have purchased. Saving spaces is not allowed and all Toyota Parking Lots are monitored at all times during events. Open consumption of alcoholic beverages is prohibited in all Toyota Parking Lots surrounding Ball Arena. Open fires using logs and charcoal grills are prohibited. Propane tanks must be less than 20 lbs.
Show your team pride and support Kroenke Sports Charities with a Signature Denver Nuggets or Colorado Avalanche License Plate! Colorado residents who make a $45 donation to Kroenke Sports Charities will be eligible to purchase a team signature license plate. For more information, please email firstname.lastname@example.org or visit https://www.nba.com/nuggets/license-plate or www.nhl.com/avalanche/community/license-plate.
HOLIDAY STORE HOURS:
Closed Thanksgiving, Christmas Eve, and Christmas Day.
STANDARD TEAM STORE HOURS: (Resume 12/26/23)
Monday – Saturday, 12:00pm-5:00pm
Call Ball Arena Tours at 303-405-8556 or visit www.BallArena.com/tours for more information.
Wheelchair escort service to and from curbside/doors and guests’ seats is provided by our Guest Relations team upon request. Wheelchair escorts do not need to be set up in advance and may be arranged with any Ball Arena staff member when you arrive. Due to our limited inventory of wheelchairs, we are only able to provide the guest with the escort, guests are not permitted to keep the wheelchair for the duration of the event.
Please call Guest Relations at 303.405.8548 or email us at GuestRelations@TeamKSE.com for more information.
Free Wi-Fi access is available to all guests at Ball Arena events.
The public Wi-Fi name is BALL ARENA PUBLIC.