Guest Resources
Addresses
MAILING ADDRESS – 800 S. State Street, Syracuse NY 13202 Physical Street Addresses:
- The Oncenter Convention Center – 800 S. State Street
- Upstate Medical Arena at The Oncenter War Memorial – 760 S. State Street or 515 Montgomery Street
• Will Call/VIP Entrance: Corner of Madison & Montgomery Streets
- The Oncenter Crouse Hinds Theater – 411 Montgomery Street
- The Oncenter Carrier Theater – 411 Montgomery Street
- The Oncenter BeVard Studio – 590 S. State Street
- Parking Garage – 400-498 E. Adams Street
- Parking Lot – 400-498 Harrison Street
- Solvay Bank Box Office at The Oncenter – Main Office: 760 S. State Street
- Security Offices – 615 Montgomery Street
Alcohol Beverage Policy
The Oncenter offers a wide variety of alcoholic beverages for purchase at the venue. Patrons are not permitted to bring any alcoholic beverages into the venue. A valid and current Driver’s License or State ID card is required to purchase alcohol. Guests will be required to show ID every time they purchase. Alcohol sales can be terminated at any time at the sole discretion of venue management; staff and management will reserve the right to deny service to anyone who appears to be visibly intoxicated.
Animals
Although animals are not allowed in The Oncenter, an exception is made regarding Service Animals for guests with disabilities. In New York State, Service Animals are defined as a dog trained to do work or perform a task(s) for a person with a disability. Certified service animals or service animals in training for guests with disabilities are welcome at The Oncenter; each service animal must always remain with its owner, be housebroken and remain on a leash, harness, tether or otherwise under the owner/handler’s control. All other animals are prohibited unless specified by management.
ATMs
ATMs are available in all three of our facilities; they can be found in the main lobby.
Baby Changing Stations
- The Oncenter Convention Center – Baby Changing stations are located in the female restrooms in the Exhibit Halls, meeting room lobby, and the ballroom lobby.
- Upstate Medical Arena at The Oncenter War Memorial – Baby Changing stations are located in any of the restrooms on the first or second floor concourses as well as in the All Who Served Club restrooms on the third floor.
- The Oncenter Civic Center Theaters – Baby Changing stations are located in the unisex bathroom in the main lobby and the female bathroom on the orchestra lobby.
Bag Policy - Clear Bags Only
As part of our continued commitment to public safety, guests will be able to carry only the following style and size bag, package or container into the venue and WILL BE SUBJECT TO A THOROUGH SEARCH
APPROVED BAGS INCLUDE:
• CLEAR BAGS MADE OF PLASTIC, VINYL OR PVC AND DO NOT EXCEED 12" X 6" X 12" Items in the bag must be in clear plastic bags (Ziploc bag or similar)
• ONE GALLON CLEAR PLASTIC FREEZER BAG (Ziploc bag or similar)
• SMALL CLUTCH BAGS, APPROXIMATELY THE SIZE OF A HAND, WITH OR WITHOUT A HANDLE OR STRAP CAN BE TAKEN INTO THE VENUE WITH ONE OF THE CLEAR PLASTIC BAGS
PROHIBITED ITEMS INCLUDE, BUT ARE NOT LIMITED TO:
Purses larger than a clutch bag, hard or soft coolers, briefcases, luggage of any kind, computer bags, fanny packs, and camera bags or any bag larger than the permissible size
An exception will be made for medically necessary items after proper inspection. Please contact security at least 24 hours in advance to request an exception at 315-435-8042.
Please note: there will be express entry lanes available for those who travel light.
Banners / Signs / Flags
Banners/Signs/Flags are generally allowed if they meet the following conditions:
- are in good taste
- are not deemed offensive
- do not include profanity
- are no larger than a standard sheet of paper (8.5x11), however restrictions may vary per event, artists and tour request.
- do not obstruct the view of any guests or any existing signage
- do not present a safety hazard (no posts, poles, or sticks)
Venue Management reserves the right to remove Banners/Signs/Flags at any time.
Banners/signs/flags may not be displayed during event due to sight restrictions (if at a game or sporting event).
Banners/signs/flags may not be temporarily or permanently affixed to any building structure without prior approval from Venue Management.
Poles to display banners or flags are prohibited.
Banners/Signs/Flags of a commercial nature are not permitted without specific permission from Venue Management.
Please note these guidelines may change at any time due to event specifics, Show Management requests, etc. Call ahead of time if you have any questions regarding an event you are attending.
Bike Racks
There is a bike rack located at the corner of Madison and Montgomery St. for public use. Bike racks are also available inside of The Oncenter Parking Garage and available for use based on standard operational hours of the garage.
Camera & Recording Policies
SUBJECT TO CHANGE PER EVENT- No professional camera/video equipment may be brought in for any Oncenter event including “detachable” lenses, lenses that are longer than 1 inch or flashes. Patrons have the option to take any cameras that are not allowed in back to their car. Please note for most events the regular 35mm or digital/disposable cameras are allowed in as long as the lens is not detachable. This is not the case for all events. Concerts may have their own policy based on the tour or promoter requests. Please call 315.435.8000 to verify policy for a particular event.
Cancellation Policy
Cancellations may occur in the event of severe weather, artist cancellation or an act of God. In the event of a cancellation, local media will be notified and any information about a potential reschedule will be made available. The Oncenter will also post applicable information to social media outlets, when warranted. Refunds will be available at the point of original purchase. Policy subject to change.
Cell Phones
Generally, cell phones are permitted in the venue, however some events may restrict usage including the restriction of photos or video taken from mobile devices. Please be respectful of other guests and avoid loud conversations or use of speakerphone functions.
For theatrical and comedy shows, cell phone usage may be strictly prohibited due to artist restrictions. Violations of show policy may result in ejection from event.
Children's Ticket Policy
Children 24 months and older must have a ticket to gain entrance to The Oncenter. Children under 24 months of age may enter without a ticket but must sit on their parent’s or guardian’s lap.
PLEASE NOTE: Some events will require all attendees regardless of age to present a ticket for entry into The Oncenter. Please check the event’s ticket policies at the time of purchase.
On occasions when parents are navigating a ‘kid moment,’ our staff are available to assist parents with locating a quiet space to utilize until they’re ready to return the event.
Code of Conduct
Patrons are responsible for their own conduct as well as the conduct of their guests and/or persons using their tickets. Everyone is expected to act respectfully and in accordance with venue policy, state and local laws. Event patrons and guests in violation of the Customer Code of Conduct may be subject to ejection, arrest, and/or loss of ticket privileges for future events.
The Oncenter intends to provide all guests with a safe, comfortable, and enjoyable atmosphere. Consequently, arena management does not intend to allow a pleasant experience to be disrupted or ruined by unruly guests. Therefore, we have established the following rules for guest conduct:
- Guests using foul or abusive language or gestures will be ejected from The Oncenter with no refund
- Guests appearing intoxicated will be denied entry or ejected from The Oncenter.
- Guests interfering with the progress of the event or attempting to enter or throw items within the facility grounds will be ejected from The Oncenter and possibly arrested.
- Guests trying to sell tickets on The Oncenter property without permission will be asked to leave.
Minors must be supervised by parent or guardian at all times. If minors become unruly or disruptive, parents and/or guardians are encouraged (or may be asked) to remove the child from the event space momentarily as to not disrupt the flow of the event or other guests.
To enforce these policies, The Oncenter event staff, contracted security, and Syracuse Police are located throughout the facilities. Guests who are not here to enjoy the event or who cannot comply with these rules will not be welcome at The Oncenter.
If the behavior of a patron(s) around you becomes disruptive or violates the Customer Code of Conduct, the incident should be reported to the nearest usher or security person.
Conceal and Carry
The Oncenter, in accordance with Onondaga County policy, does not allow firearms/weapons of any kind on our property. The venue will not secure firearms/weapons and will take no responsibility for any weapons left in vehicles.
Containers
No outside food, beverages, coolers, bottles or cans may be brought into The Oncenter.
Items for children such as baby bottles, formula, etc., will be allowed.
Credit Cards
All major credit cards are accepted throughout the facility. Apple Pay, Android Pay and other touchless payment options are available in most locations. Select concession areas may be cash only.
Door Opening
For most events, doors open one (1) hour prior to the start time. This may vary by event. Door openings may be held at the discretion of Venue or Show Management. For specific door opening times, visit the event page or call The Oncenter 315-435-8000.
Drones
The possession, operation, or use of an unmanned aircraft system (UAS) or drone is prohibited on The Oncenter’s property without prior, written permission from Venue Management. Furthermore, unauthorized persons operating a UAS on The Oncenter property may be subject to criminal or civil penalties by the Federal Aviation Administration (FAA).
Duplicate Tickets
Patrons with illegally duplicated tickets will not be allowed entry into The Oncenter. The Oncenter is not responsible for the validity of any ticket that was not purchased through the Solvay Bank Box Office or directly through our official ticketing service, Ticketmaster.
Elevators
Elevators are located throughout The Oncenter venues. If you require assistance, any employee of The Oncenter will be happy to help you locate an elevator in the respective building.
Emergencies / Evacuations
In the event of an emergency, all Oncenter personnel have been trained and instructed to assist you in evacuating the premises or directing you in applicable procedures if an evacuation is not necessary or appropriate. Appropriate emergency strobe lights and voice enunciators are located throughout the building, as well as in all public restrooms. Please always remain calm and follow the instructions from The Oncenter staff members.
Emergency Phone Calls
The emergency number for The Oncenter on the night of an event is 315.435.8040. The call is taken by a Security Representative and relayed to our staff who then relays the message to you in your seat (if that information is provided). Please be sure to leave your section, row, and seat number, venue, and the name of the event you are attending, with any person(s) who may need to reach you at the event in case of emergency. This is the only way our staff will be able to locate you. Patrons will be contacted in emergency situations only.
Entrances
Entry locations may vary per event. Please follow signage and the direction of staff to locate entrance points if the main lobbies are not being utilized.
Entry Screening
Depending upon the nature of an event or when considered necessary by Venue and Show Management, a visual or full search will be conducted by Venue Security on all patrons prior to entering The Oncenter. Such searches may include the use of a magnetometer (metal detector), temperature check, or other screening processes. Patrons not willing to comply with search procedures prior to entering will not be admitted into the facility. For a listing of prohibited items for an event, please refer to the event information page for that specific event.
Event Booking
The Oncenter has the flexibility and space to accommodate events small and large, from private parties to large-scale public events. To host an event at the facility, please submit a proposal request here.
Eviction Policy
The following behaviors and/or activities are causes for eviction from The Oncenter:
- Use of profanity or unacceptable language of any type
- Possession of illegal or unauthorized items
- Inappropriate or offensive dress
- Public intoxication
- Entering or attempting to enter any “off limit” area such as the playing surface, stage area, backstage, or restroom of the opposite sex
- Participating in a fight or instigating a physical or verbal altercation
- Verbally abusing, threatening, or intimidating other patrons or Venue Management
- Throwing objects of any type
- Possession of stolen or counterfeit tickets
- Possession of unauthorized banners or signs
- Smoking indoors
- Any behavior or activity that security or venue/event management deems as unsafe or a threat to persons or property
First Aid
In the event of an emergency, please notify any Oncenter representative to ensure emergency personnel are notified and dispatched. There are first aid locations in each of the venues of the Oncenter. Paramedic & EMT staffing vary based on event needs/requirements.
Food & Beverage
Outside food and beverages are not allowed in The Oncenter. All major concession stands accept credit cards. Apple Pay, Android Pay and other touchless payment options are available in most locations. Select concession areas may be cash only.
State law prohibits the sale of alcohol to persons under the age of 21 and any guest who appears to be intoxicated. Guests will be required to show legal identification and proof of age when purchasing alcoholic beverages.
For more information visit SAVOR…Syracuse Concessions.
Group Sales
Specific shows/events allow group discounts at the permission of the event organizer. The number that is considered to be a group varies on a show-by-show basis. If you are interested in a specific show, please contact our Solvay Bank Box Office directly at 315-435-2121.
Learn more about group sales and view current offers.
Guest Services
All Oncenter staff serve as Guest Services and are ready to help with any questions you may have about the services and amenities within The Oncenter. You can reach a Guest Services Representative by phone Monday through Friday from 8:30 a.m. to 5:00 p.m. at 315.435.8000. You can also e-mail your inquiry to us at info@asmsyracuse.com. We will do our best to answer all emails within a 24-hour time frame.
Guest services for the Syracuse Crunch are located on the second floor on the Montgomery Street side of the building.
Guests with Disabilities
All Oncenter staff serve as Guest Services and are ready to help with any questions you may have about the services and amenities within The Oncenter. You can reach a Guest Services Representative by phone Monday through Friday from 8:30 a.m. to 5:00 p.m. at 315.435.8000. You can also e-mail your inquiry to us at info@asmsyracuse.com. We will do our best to answer all emails within a 24-hour time frame.
Guest services for the Syracuse Crunch are located on the second floor on the Montgomery Street side of the building.
Hearing Assistance
Complimentary assistive listening devices are available for patrons attending events in the Crouse Hinds Theater, Carrier Theater, and BeVard Theater. Our infrared (IR) system allows signals to be received through the assistive listening device, which is worn around a patrons’ neck. These devices may be signed out for shows from any of the Guest Services Ushers. Identification is required to check out the device. Identification will be returned to the patron upon return of the device following the event.
Requests for aid and service should be made at least ten (10) business days prior to event. The ADA Facilitator may be unable to fill a request if made less than ten (10) business days in advance of an event. The ADA Facilitator can be contacted at 315-435-8000 x8025 or accessibility@asmsyracuse.com.
Lost & Found
If you lost an item during an event, please contact the nearest Oncenter staff member for assistance. You may also turn in any found items to the nearest staff member. All lost & found items will be turned in to The Oncenter Security Office (615 Montgomery Street, Syracuse NY 13202). Items will be held for 30 days with unclaimed items donated to charity thereafter.
If you need to report a lost item after an event, please call The Oncenter Security department at 315.435.8040 or submit a Lost & Found claim.
Lost or Stolen Tickets
Please report any lost or stolen ticket to Ticketmaster as soon as you are aware they are missing or destroyed. Subject to each individual event, if a ticket needs to be reprinted during an event, guests can visit the box office to have their ticket reprinted; a Photo ID will be required.
Lost Persons / Children & Companions
Lost Persons or Children who have lost their parents will be escorted to the nearest police officer, usher, or security officer. Their name and description will be recorded by security or event dispatch and broadcast immediately to all police, security, and usher personnel. Lost Persons protocols will be immediately initiated. Patrons seeking a lost person or parents seeking a lost child should proceed to the nearest usher or security officer for assistance in locating the lost person or child.
Merchandise
Event merchandise, when available, can be purchased during an event at the various merchandise stands located in the venue. All merchandise is property of the artist/show and the venue has no responsibility related to the craftsmanship or style of any merchandise. Please make sure you check that you have the correct size and there are no defects before you walk away from the stand. The venue cannot assist with replacing or refunding any merchandise after the event has ended.
For Crunch merchandise, purchases can be made on non-event days through the Syracuse Crunch Main Office in person or by calling 315.435.4444.
Museum
- The Upstate Medical Arena at The Oncenter War Memorial features a Veteran’s Honor Wall recognizing over 63,000 service men and women who have resided or currently reside in Onondaga County. As well, an Exhibit Gallery features life like replicas of actual Syracuse area War Veterans including representation from the Revolutionary War through to the Vietnam War and a Gold Star Mother. In addition to the exhibits of the War Memorial, the Convention Center main lobby is the location of an exhibit honoring the sacrifices of our community’s minority service members.
Viewing hours* for the exhibits in the War Memorial are:
- September through May - Tuesday, Thursday, and Friday 11:00am to 1:00pm
- June through August - Tuesday and Thursday 11:00am to 1:00pm
*Any other viewing times can be arranged by contacting the Solvay Bank Box Office at (315) 435-2121.
The Onondaga County World War II Minority Veterans Wall of Honor is available for viewing whenever attending an event in the Convention Center, or by appointment by calling The Oncenter main office at 315-435-8000. LINK TO VETERANS VIDEO
Noisemakers
For Syracuse Crunch games and other sporting events, only cowbells are allowed as noisemakers unless items are given out by the teams or building (i.e.: bangers, fan bangos, etc.). Noisemakers are not allowed for non-sporting events.
Parking
The Oncenter features more than 1,300 parking spaces in its Parking Garage (400-498 E. Adams Street) and Open Lot (400-498 Harrison Street), including parking for patrons with disabilities. Note that all parking facilities may not be available for every event. Re-entry and overnight parking are prohibited. Solicitations of any type as well as unauthorized tailgating are strictly prohibited. Vehicles of any kind parked illegally or in restricted areas are subject to tagging and towing without notice.
There is a bike rack located at the corner of Madison and Montgomery St. for public use. Bike racks are also available inside of The Oncenter Parking Garage and available for use based on standard operational hours of the garage.
Event Parking prices may vary by event. Cash and credit are accepted – please have money ready upon entry.
Pre-sold parking is available for certain events via the Solvay Bank Box Office (315-435-2121) or Ticketmaster.com.
Patrons with Disabilities
- The Oncenter is committed to providing every customer with a comfortable and enjoyable experience. Special seating allows patrons with disabilities the same flexibility and price options as any other patron. Elevators are available for the mobility impaired. For detailed information, please view our Accessibility Page.
Prohibited Items
- Animals (except for service animals)
- Banners (large or in poor taste)
- Bottles (glass, thermos, or cans)
- Brooms
- Chains (metal)
- Coolers/Containers of any kind
- Contraband
- Flasks
- Glass
- Large/oversized bags. Maximum bag size is 12" x 12"
- Large purses or backpacks
- Laser pointers or pens
- Noisemakers (airhorns)
- Outside food and drink
- Projectiles
- Weapons, including but not limited to:
- Guns (real or toys)
- Knives (switchblades, lock-blades, throw stars, scissors
- Mace
- Nunchucks
- Pitchforks, sling blades, axes
- Swords (plastic or metal
- Whips, nooses
- Sticks, bats, poles, clubs (includes GoPros, selfie sticks, etc.)
- Video and audio recording devices/professional cameras
- Backpacks/knapsacks
- Helium balloons
- Glitter
- Stickers
- Fireworks
- Any other item(s) deemed unacceptable by Venue Management, client, promotor, tour, or talent
This list is not all-inclusive; additional items may be prohibited based on tour, event, or venue management.
If any prohibited items are revealed during a search, the patron(s) will be permitted to return to their vehicle with the item(s) or they can dispose of the item(s) except for contraband; all contraband will be confiscated.
The Oncenter will not store any personal belongings or items of any type.
Public Safety
Security is present during all events. For any public safety-related questions, please call (315) 435-8000. In case of an emergency, please call 911.
Re-entry
Re-entry is not permitted.
Once a ticket has been scanned for entry into The Oncenter, exiting and then re-entering is not allowed. For most events, this includes going outside to smoke.
Restrooms
There are restrooms located throughout The Oncenter for your convenience.
- The Oncenter Convention Center has male restrooms and female restrooms located in each of the Exhibit Halls, in the ballroom lobby as well as the meeting room lobby. Accessible facilities are provided in all restrooms.
- The Update Medical Arena at The Oncenter War Memorial has male restrooms and female restrooms alternatingly located along the concourses of the first and second floor. There are also a female and male restroom located on the basement level as well as the Suite level. Accessible facilities are provided in all restrooms.
- The Oncenter Civic Center Theaters has male restrooms and female restrooms located on all three floors of the Civic Center as well as a unisex/family restroom located in the main lobby. Accessible facilities are provided in all restrooms.
Security / Crowd Management
The Oncenter wants to ensure that patrons have a fun and safe experience. If you have any concerns or questions, an Oncenter staff member will be happy to assist you at any time. The Oncenter staff and/or Syracuse Police Dept./Onondaga Sheriffs Dept. provide security for all events, patrons, and performers.
There is a no re-entry (i.e., in-and-out, pass-outs) policy in effect at The Oncenter.
Smoking
The Oncenter is a smoke and tobacco-free facility (this includes the use of chewing tobacco, cigarettes, and electronic cigarettes) with a limited number of designated smoking areas. Guests who fail to comply with The Oncenter’s smoking policy will be asked to cease smoking or to move to a designated smoking area. Those continuing to violate the policy will be ejected from the facility. Please properly dispose of all said items before leaving the smoking area.
Stolen Tickets
Please report any lost or stolen ticket to Ticketmaster as soon as you are aware they are missing or destroyed. If a ticket needs to be reprinted during an event, guests can visit the box office to have their ticket reprinted; a Photo ID will be required.
Strollers
SUBJECT TO CHANGE: Strollers are allowed into The Oncenter but prohibited in seated areas and may be restricted in other areas based on the event Please see an usher at your event who will direct you on where to store your stroller at the closest and most convenient location to your seating location. The Oncenter does not take responsibility for these strollers. Lost, damaged, or stolen property from the strollers are not the responsibility of The Oncenter or its staff.
Tailgating
Tailgating is prohibited at The Oncenter. Overnight parking is also prohibited.
Ticket Issues
For ticket-related problems prior to entering the event, patrons should proceed directly to the on-site Solvay Bank Box Office location for assistance. For ticket-related problems encountered inside of the facility, patrons should contact the nearest usher.
Patrons with illegally duplicated or otherwise invalid tickets will not be allowed entry into The Oncenter.
Ticket Reselling
The resale or attempted reselling of tickets on Oncenter property is prohibited by law. Violators will be removed from the premises and subject to arrest and prosecution as appropriate.
To avoid problems with counterfeit, stolen tickets, or inflated prices, please purchase your tickets at authorized locations. The only authorized ticket sales locations for The Oncenter are:
- Solvay Bank Box Office–
- Advance Purchases: located at 760 S. State Street, inside the arena lobby
- Day of Show Purchases: Dedicated locations within each venue will open for ticket sales one hour prior to the event
- Online at Ticketmaster.com - locate the event and select "See Tickets"
Tickets may be posted for resale on Ticketmaster.com. These resale tickets are guaranteed because they are verified by Ticketmaster’s system.
Ticket Refunds
There are no refunds or exchanges on tickets. Please check your ticket purchase for accuracy before leaving the Box Office.
In the event of a cancellation or date/time change, all refunds are done at the point of original purchase. Policy subject to change.
Tours
Facility Tour requests may be sent to info@asmsyracuse.com.
Veteran Tours are available through the Onondaga County Veteran Service Agency with advance notice.
Venue Management
The Oncenter is owned by Onondaga County and managed by
ASM Global. Local administrative Offices are located inside The Oncenter Convention Center (800 S. State Street, Syracuse NY 13202).
Video Cameras
Video recorders are prohibited in The Oncenter. Anyone caught videotaping an event will be asked to delete the video and take it to their vehicle for the remainder of the event.
To request media credentials (reviewer, photo and/or video), please complete the Credentials Request form a minimum of two (2) weeks prior to the event.
Wheelchairs
If you need assistance getting to or from your seat, please ask the nearest usher or security person for assistance. Courtesy wheelchairs will then be returned so that other patrons may receive assistance. Please contact your nearest usher or security person when you would like to leave so that a wheelchair may be located and dispatched. At no time are these wheelchairs to be used as a patron’s seat for viewing an event.
Will Call
Will Call is the location where patrons can pick up tickets that were purchased in advance, online or by phone. Will Call locations will be made available in the building where the event is taking place.
Will Call Hours:Will call typically opens one (1) hour prior to the start of each show.
Will Call Location:There is a Will Call location in each building:
- The Oncenter Convention Center - Main Lobby, Registration Booth
- Upstate Medical Arena at The Oncenter War Memorial - corner of Madison & Montgomery Streets
- The Oncenter Civic Center - Main Lobby, Box Office Location
Requirements for Picking up Tickets from Will Call:A photo ID of the person who placed the order is required to pick up tickets. It may also helpful to present the credit card used for payment, however, this is not required.
Will Call tickets will only be released to the person whose name appears on the Will Call envelope or whose name was provided in the Ticketmaster transaction. No person will be given tickets designated for another person without prior authorization. Name changes will not be accepted via the telephone and information regarding Will Call tickets will not be given out over the phone.