Guest experience protocols

WELCOME BACK TO PLACE BELL
Your health & safety are our priority

We are thrilled to welcome fans back to Place Bell. Your health and safety remain our top priority. Our mission: provide you with a safe and entertaining experience.

GUIDING PRINCIPLES

As COVID-19 forces us to reinvent the gameday experience at Place Bell, we have implemented strategies derived from four (4) guiding principles.

1. Mitigate potential health and safety risks
2. Ensure seamless and contacless fan experience 
3. Maximize fan confidence in attending games 
4. Provide a welcoming and enjoyable environment

6 STEPS TO YOUR SUCCESSFUL RETURN TO HOCKEY

1. Buy your tickets online
2. Download the Rocket mobile app and access your tickets
3. Leave all bags at home
4. New concessions layout
5. Respect social distancing
6. Enjoy the game!

Please arrive early to make sure you complete everything in time. Also, please read our new safety protocols and policies so that you are best prepared for your next visit to Place Bell.

TICKETING INFORMATION

BUY TICKETS

• Tickets will be on sale soon

TICKETS TRANFER & RESALE

• If you purchased tickets and cannot attend a game, you have the option to transfer the tickets to your guests via the Laval Rocket app using your Ticketmaster login.We cannot guarantee the integrity of tickets purchased through unofficial resale sites (e.g. StubHub, Vivid Seats, Seat Geek, etc.).

REFUND POLICY

• Tickets are not refundable after purchase.All tickets purchased through resale sites (e.g. StubHub, Vivid Seats, Ticketmaster Exchange, etc.) will be subject to the refund policy of the respective reseller. Please contact their customer service departments for more information.

MOBILE TICKETING

• To minimize touchpoints and to follow public health guidelines, mobile ticket is the sole option to gain entry to Place Bell. Every gameday ticket will be mobile and can be accessed through the Laval Rocket app using your Ticketmaster login. Fans should download their ticket on their own mobile device before arriving at the Place Bell. If you need assistance with mobile ticketing on gameday, look for our ticketing team.

BOX OFFICE

• The box office will be open on game days.As we have gone fully mobile and paperless, please note that the box office will be closed for last-minute ticket sales or will call pickup.

NEW CONCESSIONS LAYOUT

Ice level

• District Rocket : fried chicken sandwich, fries, vegan chicken sandwich, chicken bites (regular and vegan)

Pizza 

• section 101 – new : indiviual pizza 10’’ thin crust

Poutine

• section 104 : new : poutine bar! Different kind of poutines available

Classic concessions

• Section 107 : pizza, hot-dog, fries, poutines, snacks
• Section 111 & 115: hot-dog, panini italian sausage, fries, poutines, snacks

Smoke meat

• Section 109

Bar

• 114

Level 2 – 214

• Snacks + bar only

NO BAG POLICY

• In order to help reduce touchpoints for all staff and guests, we are required to establish a strict no-bag policy. No bags of any kind, including diaper bags, clutches, clear bags, backpacks, fanny packs, etc. will be permitted inside the building except for personal items such as small pocketbooks and purses, no larger than 10″x 8″x 6″.

STAFFING

• All Place Bell staff have been trained on our new safety policies and additional guest service members will be on site to ensure compliance for our fans. Additionally, all staff are required to complete a symptom check prior to each shift.

PARKING

• The Place Bell’s parking lot will be open to the publicFor those who have a parking pass, it will be paperless to allow touchless scanning from mobile devices at entry points.Please wear your mask as soon as when exiting your car.

NON-SMOKING VENUE

• To limit crowding and touchpoints, there will not be any indoor or outdoor smoking areas for fan use during events.Fans who exit Place Bell to smoke will not be permitted re-entry into the venue.Please note that electronic cigarettes are also prohibited inside Place Bell.

MOBILE APP

• Make sure to download the Laval Rocket mobile app, which will include essential resources and information about your visit, provide updates on safety protocols, and facilitate access to your digital/mobile ticket.

NON-LIABILITY DISCLAIMER

• An inherent risk of exposure to COVID-19 exists in any place where people gather. COVID-19 is an extremely contagious disease that can lead to severe illness and death. By attending any event at Place Bell, you assume all risks, hazards, and dangers arising from or relating in any way to the risk of contracting COVID-19 or any other communicable disease or illness, or a bacteria, virus, or other pathogens capable of causing a communicable disease or illness, whether this occurs before, during, or after the event – however caused or contracted – and voluntarily waive all claims and potential claims against Club de hockey Rocket de Laval, Inc., L’Aréna du Rocket Inc., their affiliates or subsidiaries and against their respective vendors, partners, members, officers, directors, employees, shareholders, agents, and other representatives relating to such risks, hazards, and/or dangers.

IN-ARENA EXPERIENCE

CONTACTLESS ENTRY

• Mobile tickets will be used as the only method of entry to support a safer and more secure contactless entry. Upon arrival, load your ticket on your mobile phone.

CLEANING AND DISINFECTING MEASURES

• Fans and working staff will have access to hand sanitizing stations available throughout Place Bell.The arena’s cleaning and disinfecting has been enhanced and the frequency of each has been increased. High-touch surfaces seeing heavy amounts of traffic such as concessions, retail shops, restrooms, handrails, counters, etc. are disinfected every hour. Additionally, all areas of Place Bell, including in-bowl seats, are disinfected overnight to help prevent the spread of infections among guests.

RETAIL / MERCH

• The Tricolore Sports main boutique will be open in section 115.

CASHLESS ENVIRONMENT

• To limit the number of touchpoints between staff and fans on gameday, all food, beverage and merchandise purchases will become cashless. Cash will not be accepted, and ATMs will not be operational. Only credit or debit card transactions will be allowed.

RESTROOMS

• Restrooms are open. We have made several modifications as part of our comprehensive health and safety protocols to our restrooms, including limiting capacity and conducting extensive deep cleaning.

SAFETY MEASURES REINFORCEMENT

• Our commitment to your health and safety remains a top priority. Therefore, we have added security personnel to ensure physical distancing protocols are adhered to, at all times, in all situations. We have assigned dedicated roaming staff throughout the concourse and bowl sections for the duration of the event to answer questions, direct guests, monitor and field complaints about safety protocol compliance, and implement, as necessary, appropriate action in the instance of non-compliance.

NON-COMPLIANCE POLICY

• We have a zero-tolerance policy. Guests who refuse to adhere to one or any guideline in our health and safety protocol will be asked to leave and their tickets will not be refunded.

If you have any additional questions, please feel free to reach out to the Customer Service Centre Team at 1-877-668-8269 or cec@centrebell.ca.