Coca-Cola Music Hall is committed to providing memorable and exciting experiences to all of our guests in a clean, safe, and friendly environment. This A-Z Guide is provided to share general information and venue policies while attending events at Coca-Cola Music Hall. Guests who do not follow these policies or staff directions are subject to ejection from the venue.
Accessible Seating Tickets
When ordering accessible tickets, it is important to indicate that you require such seating, so we can properly assist you. Accessible seating is available on all levels of the venue and may be purchased through Ticketera or by visiting the Coca-Cola Music Hall Box Office. Wheelchair accessible ticket window is located at the main Box Office. Adjacent companion seating may be purchased based on availability.
Coca-Cola Music Hall
250 Convention Boulevard
San Juan, PR 00907
Animals are not permitted in the Coca-Cola Music Hall, with the exception of trained service animals with proper documentation. Service animals are welcomed inside the venue but must be on a leash/harness. Service animals will rest in the seating area of the guest with a disability and not in the aisle. A guest whose service animal poses a threat to the safety of other guests or employees may be asked to escort the animal off the property.
Alcohol is sold only to guests 18 years of age and older, with proper identification.
Coca-Cola Music Hall does not have designated autograph locations and does not process autograph requests.
Automated Teller Machines (ATMS)
ATM Machine is located on our Plaza Level
Backpacks of any size and all bags larger than 14”x14”x6” are not permitted inside Coca-Cola Music Hall.
Plastic bottles, formula, and breast pumps are permitted into the building. Should the bag become an obstruction due to its size, guests may be asked to check the bag into Guest Services (located on the main entrance).
Please note that some events may enforce a modified bag policy.
Baby Changing Table
Baby changing stations are in all men’s and women’s restrooms and family restrooms, throughout the venue.
As a general rule, still cameras are prohibited at most events. Restrictions on the use of still and video cameras vary by event and are determined by the event producer. Professional photography, video recording of any kind, and/or flash photography is prohibited at all times. This policy will be strictly enforced and management reserves the right to deny any electronic device at their discretion. (No GoPro type cameras, no selfie-sticks.)
All guests entering the Coca-Cola Music Hall must have a valid event ticket to gain admission. For most events, children under two years of age may enter the Coca-Cola Music Hall free of charge, providing that he/she sits on the lap of a parent or guardian.
Cancellations and Postponed Events
In the rare occasion that an event at Coca-Cola Music Hall is postponed or cancelled, please visit www.cocacolamusichall.com or call 787-425-0900 for information updates specific to the event.
If the event has been rescheduled, tickets purchased for the original event will be honored for the new show date. If you are unable to attend the new date, ticket refunds will be available at the original point of purchase upon request and will be available for two weeks of the date announced as postponed.
If the event has been canceled, ticket refunds will be available at the point of purchase. In order to receive a refund for tickets purchased at the box office, Coca-Cola Music Hall policy requires that the tickets be returned to the box office two weeks of the date announced as canceled.
All guests must always maintain reasonable and appropriate behavior. Guests using offensive language or engaging in disorderly conduct may be removed from the facility and may be subject to arrest. Removed guests will not receive a refund for their tickets or be compensated in any way for their loss.
Door Opening time
We suggest to all fans to verify show time on the ticket, for most events, doors will open to the general public one (1) hour prior to the event start time.
All guests in attendance are required to wear a shirt and shoes at all times for their own safety. Guests may not wear face paint or masks, flip flops while on the venue’s property. Coca-Cola Music Hall management reserves the right to deny entry to guests wearing clothing items displaying offensive text and/or images.
Elevator for guests with disabilities are available on Plaza Level next to the Main Entrance.
Emergency Evacuation Procedures
Coca-Cola Music Hall personnel have been properly trained in emergency evacuation procedures to ensure the safe evacuation of all patrons, including those guests with disabilities, in the case of an emergency. Please pay careful attention to ushers and security personnel for instructions during an evacuation.
For safety purposes, all guests entering Coca-Cola Music Hall will be searched and have their belongings scanned. Coca-Cola Music Hall reserves the right to confiscate items that may cause danger or disruption to the event or other guests, or which are in breach of building policies and/or prohibited items. All guests entering the venue are subject to a metal-detector screening, visual inspection, and bag inspection conducted by Coca-Cola Music Hall Security personnel. The purpose of the inspection is to detect prohibited items. To increase the efficiency of this important and necessary process, fans are encouraged to keep the following in mind before they arrive at the venue entrance;
- Arrive early
- Travel light and minimize the number of personal items
- Be ready for inspection prior to reaching the security screening by removing personal items from your clothing such as cell phones, keys, cameras, etc.
Guests will be asked to remove all metal belongings or electronics from their pockets before passing through the magnetometer. Coca-Cola Music Hall reserves the right to subject guests to a secondary hand wand screening and/or visual inspection if deemed necessary.
Any guest who declines to be searched may be denied entry or ejected from Coca-Cola Music Hall.
Paramedics are available throughout the venue and will respond immediately when assistance is needed. Please ask the nearest Coca-Cola Music Hall team member for help should you require assistance.
The distribution of promotional items, flyers, or printed materials is not permitted without written permission of Coca-Cola Music Hall and/or its tenants. The sampling and distribution of products is prohibited.
Lost and Found Items
Lost and Found may be claimed with Usher or Security personnel during an event. During non-event hours, lost and found items can be claimed at Back lot Security or via phone at 787-425-0900.
Lost, Stolen Tickets or Destroyed Tickets
Lost or stolen tickets prior to an event may be replaced by contacting the Coca-Cola Music Hall box office. Only the account holder may request and receive replacement tickets. The box office reserves the right not to replace lost or stolen tickets.
Meet and Greet
Coca-Cola Music Hall does not process meet and greet requests. Please contact the promoter or artist through their website.
The promoter must approve media credentials for concerts and special events, at least one (1) week prior to the event date. To request a media credential, please contact the promoter or artist through their website.
Re-entry is prohibited during all events held at Coca-Cola Music Hall.
See Something, Say Something
In March 2011, Secretary of Homeland Security Janet Napolitano and AEG announced a new partnership expanding the Department of Homeland Security's (DHS) "If You See Something, Say Something™" public awareness campaign to stadiums, arenas, theatres, clubs, convention centers and other venues owned or affiliated with AEG Facilities in an effort to help ensure safety and security of the American public.
The "If You See Something, Say Something™" campaign — originally implemented by New York City's Metropolitan Transportation Authority and now licensed to DHS for a nationwide campaign — is a simple and effective program to engage the public and key frontline employees to identify and report indicators of terrorism, crime and other threats to the proper transportation and law enforcement authorities.
Coca-Cola Music Hall is proud to participate in this campaign.
To report suspicious activity, see your nearest Usher or Security Officer, or call 787-425-0900.
Coca-Cola Music Hall is a non-smoking facility, there will not be any indoor or outdoor smoking areas available for fan use during events. Fans who exit the venue to smoke will not be permitted re-entry into the venue.
Guests are allowed to stand during an event, provided that they are only occupying the area in front of their ticketed seat. Guests are asked to be considerate of other guests seated around them and their line of sight.
Standing in aisles, and on chairs is strictly prohibited.
For most events, the temperature is approximately 68 degrees. It is strongly suggested to dress in layers for your comfort
To avoid disputes with counterfeit, stolen, or voided tickets, guests should make all ticketing purchases through authorized outlets only. Authorized outlets include the Coca-Cola Music Hall Box Office and Ticketera. Coca-Cola Music Hall will not be responsible for validating tickets that were not purchased through an authorized outlet.
Most umbrellas that are labeled as ‘Travel’ size are permitted inside the venue. Umbrellas must not be longer than 12 inches when closed. Umbrellas that are longer than 12 inches will not fit under guests' seats and are not permitted inside the venue.
Guests are prohibited from bringing weapons into the venue. Coca-Cola Music Hall does not provide weapon lockers and will not check weapons at Guest Services. Weapons include, but are not limited to, the following: firearms, explosives, stun guns, handcuffs, brass knuckles, sticks, clubs, batons, martial arts instruments, pepper spray, tear gas, knives, etc. Guests found in possession of the above-mentioned items will be asked to remove the item from the venue or dispose of it. Guests who refuse to comply will be ejected from the theater and may be subject to arrest.
Coca-Cola Music Hall provides complimentary wheelchair escorts to guests with special needs when requested and subject to availability. Escorts are available at any entry point and a Guest Services Representative will assist you with your wheelchair request. Please be aware that our staff will not remain with you during the event, nor will they allow you to remain in our wheelchair for the duration of the event.
Will Call Window
The Will Call Window is located on the right side of our Main Entrance. The windows will generally remain open through the first hour of the event. Tickets may only be picked up by the account holder whose name is on the account. A current, valid government-issued ID and credit card used to purchase tickets are required for pickup.