Hulu Theater at Madison Square Garden | FAQs

Hulu Theater FAQs

Our Commitment to Your Health & Safety

At the Hulu Theater at Madison Square Garden, we continue to follow all government mandates, and remain committed to delivering a world-class experience, which has always included making your health and safety a top priority. Live entertainment is part of the backbone of New York City and we look forward to creating even more unforgettable moments with you at the Hulu Theater at Madison Square Garden.

Last Updated: November 9, 2021 | 9:30 AM ET: Please note that government mandates, venue protocols and event requirements are subject to change, so be sure to check back for the latest information. COVID-19 vaccination requirements also vary by event, so it’s important for you to continue to check your event page on our website to confirm details of your specific event. View calendar.

What Do I Need To Know?

Here are some of the most important things you should know as we welcome you to the Hulu Theater at Madison Square Garden. We appreciate your cooperation!

Planning for your event:

Government mandates for attending indoor events at venues such as the Hulu Theater at Madison Square Garden, currently state:

All Guests Age 12 And Older

  • Guests age 12 and older are required to provide proof of COVID-19 vaccination
    • This means you’ve had at least one dose of a COVID-19 vaccine prior to attending
  • Guests may also show proof of full COVID-19 vaccination
    • This means the day of your event is at least 14 days after your final vaccine dose, which, depending on the type of vaccine, may be one dose or two
  • Fully vaccinated guests are not required to wear a mask. Everyone else will be required to wear a mask while in the Hulu Theater at Madison Square Garden, except while actively eating or drinking

Children Under Age 12

  • Children under age 12 can attend events with a vaccinated adult, but please note, ages 2 to 11 will need to wear a mask while inside the venue, except while actively eating or drinking

***Please note that some events have their own requirements, including that all guests age 12 and older be fully vaccinated against COVID-19 or children provide proof of a negative COVID-19 test. Because requirements vary by event, it’s important for you to check your event page on our website to confirm details of your specific event. View calendar

As we continue to operate in a fluid environment, government mandates, venue protocols and event requirements are also subject to change, so be sure to check back for the latest information.

A new way to enter:

  • Digital tickets can be accessed and displayed via the Ticketmaster App. Make sure you download the Ticketmaster App (Download: App Store | Google Play) before you arrive to facilitate contactless entry.
  • On the day of the event, all guests age 12 and older will have to provide proof of COVID-19 vaccination through a physical copy, photo on their smartphone, or mobile app, along with an appropriate ID matching the name on your documentation.
  • Doors will open at least 90 minutes prior to the event.
  • Guests will be directed to recommended entrances based on seat locations – this information will be clearly displayed on your digital ticket.

Safety protocols inside the venue:

  • All guests age 2 and older who are not fully vaccinated will need to wear a mask at all times while in the venue, except while actively eating or drinking.
  • For food and beverage and merchandise, we are offering cashless options for in-venue purchases via credit cards and mobile payment (Apple Pay and Google Pay).

COVID-19 Vaccination Requirements and Ticketing Information

Are there vaccination requirements for attending an event?

Yes, per government mandates for attending indoor events at venues such as the Hulu Theater at Madison Square Garden, all guests age 12 and older will need to provide proof of COVID-19 vaccination, which means you’ve had at least one dose of a COVID-19 vaccine.  Guests may also show proof of full COVID-19 vaccination, meaning the day of your event is at least 14 days after your final vaccine dose, which, depending on the type of vaccine, may be one dose or two. Fully vaccinated guests are not required to wear a mask. Everyone else will be required to wear a mask while in the Hulu Theater at Madison Square Garden, except while actively eating or drinking.

Please note that some events have their own requirements including that all guests age 12 and older be fully vaccinated against COVID-19 or children provide proof of a negative COVID-19 test. In addition to this, government mandates, venue protocols and event requirements are subject to change. Therefore, it is important for you to check your event page on our website to confirm details of your specific event. View calendar.

Proof of COVID-19 vaccination needs to be directly from the healthcare provider that performed the vaccination, and can be displayed:

  • Through a physical copy
  • A photo on your smartphone
  • Using a mobile app. We ask that you download and log in to apps in advance so you have access to your proof before arriving at the venue

For all options, anyone 18 years or older will need to also present a government-issued ID such as driver’s license or passport. Those younger than 18 may use a government-issued ID, birth certificate, social security card, school ID, or locally-issued ID.

What is the requirement for children under age 12 to attend an event?

Children under age 12 can attend events with a vaccinated adult, and do not need to provide proof of a negative COVID-19 test.

All guests ages 2 to 11 will need to wear a mask while inside the venue, except while actively eating or drinking.

As a reminder, government mandates, venue protocols and event requirements are subject to change, so be sure to check back for the latest information. COVID-19 vaccination requirements also vary by event, so it’s important for you to continue to check your event page on our website to confirm details of your specific event. View calendar.

How will I know if my event requires all guests to be fully vaccinated?

Some events require all guests age 12 and older be fully vaccinated, which means the day of your event is at least 14 days after your final vaccine dose, which, depending on the type of vaccine, may be one dose or two.  Here is how to know what your event requires:

  • If you have not yet purchased a ticket to the event, the fully-vaccinated requirement will be clearly indicated during the ticket purchase process on Ticketmaster. You can also check your event page on our website to confirm details of your specific event. View calendar.
  • If you have already purchased a ticket to the event and are unsure of the vaccination requirement, you can check your event page on our website to confirm details of your specific event. View calendar.
  • Children under age 12 can attend events with a vaccinated adult, but please note children ages 2 to 11 will need to wear a mask while inside the venue, except while actively eating or drinking.

As we continue to operate in a fluid environment, government mandates, venue protocols and event requirements are subject to change, so please be sure to check back for the latest information.

Will there be ADA seats available?

Accessible seating for those eligible to purchase tickets may be secured by contacting the Madison Square Garden Disabled Services Department at 888-609-7599, Monday through Friday during normal business hours.

How will I get my tickets?

To facilitate contactless entry, digital tickets are accepted and all guests should download the Ticketmaster App before they arrive to display their ticket.

Do I need to have a smartphone to display my ticket to enter the event? Can I show more than one ticket on the same phone?

Yes, digital tickets will need to be presented on your smartphone via the Ticketmaster App, which should be downloaded in advance. Guests can display more than one ticket on the same smartphone.

Can I transfer my ticket to someone else?

Tickets can be transferred via the Ticketmaster App.

As a reminder, on the day of the event, guests will need to present proper proof from a healthcare provider demonstrating they meet the COVID-19 vaccine requirement for their event.

What is the refund policy? How do I request a refund?

You can contact Guest Relations at: 212-465-6225 or guestrelations@msg.com regarding the refund policy for your specific event or for any additional questions regarding event policies.

Please note that guests will not be permitted in the venue without the proper proof of COVID-19 vaccination.

Which vaccines are accepted for entry?

Hulu Theater at Madison Square Garden accepts any of the vaccines approved by the Food and Drug Administration or the World Health Organization.

– FDA: https://www.fda.gov/emergency-preparedness-and-response/coronavirus-disease2019-covid-19/covid-19-vaccines

– WHO: https://www.who.int/emergencies/diseases/novel-coronavirus-2019/covid-19-vaccines

 

 

Onsite Experience Questions

In addition to the vaccination requirements, what else can we expect with regard to safety protocols at the Hulu Theater at Madison Square Garden?

In addition to vaccination requirements, you can also expect protocols such as cashless transactions, MERV-13 air filters, “always on” cleaning of high touch surfaces, and the use of EPA approved cleaning products.

As a reminder, government mandates, venue protocols and event requirements are subject to change, so be sure to check back for the latest information. COVID-19 vaccination requirements also vary by event, so it’s important for you to continue to check your event page on our website to confirm details of your specific event. View calendar.

Do I need to follow protocols while in attendance at the Hulu Theater at Madison Square Garden?

Yes. Guests who are permitted entry to the Hulu Theater at Madison Square Garden, and subsequently refuse to comply with or violate our policies, will be asked to leave and their tickets will not be refunded.

What is the policy regarding masks?

Fully vaccinated guests are not required to wear a mask while inside the Hulu Theater at Madison Square Garden. Everyone else age 2 and older will be required to wear a mask at all times while in the venue, except while actively eating or drinking.

Where will I enter the Hulu Theater at Madison Square Garden?

Your digital ticket will have information on which entrance to use based on your seating location, and we ask all guests to please use your recommended entrance location.

Can I bring a bag?

The Hulu Theater at Madison Square Garden asks all guests to arrive early and travel light. Bags must fit comfortably under your seat, and oversized bags larger than 22” x 14” x 9” are prohibited. The Hulu Theater at Madison Square Garden does not provide an area to check bags, coats or any other personal belongings. For guests with additional needs, please contact Guest Relations at: 212-465-6225 or guestrelations@msg.com.

Will merchandise be available for purchase?

Merchandise may be available for purchase at your event. We are offering cashless options for merchandise transactions, using credit cards or mobile payment, including Google Pay and Apple Pay.

Will food and beverage be available for purchase?

Food and beverage is available for purchase. Please note that we have cashless options for food and beverage transactions, allowing you to use your credit card or mobile payment, including Google Pay and Apple Pay.

Can I still use cash to make in-venue food and beverage and/or merchandise purchases at the Hulu Theater at Madison Square Garden?

Yes. As part of our health and safety protocols we are offering cashless transaction options for all in-venue purchases, however cash is also accepted at several designated locations in the Hulu Theater at Madison Square Garden.

Will restrooms be accessible throughout the venue?

Restrooms are open and available in multiple locations throughout the Hulu Theater at Madison Square Garden. We have made a number of modifications as part of our comprehensive health and safety protocols to our restrooms, including extensive deep cleaning.

What if I have more questions?

If you have any additional questions please feel free to reach out to Guest Relations at: 212-465-6225 or  guestrelations@msg.com.

 

 

Other FAQs

Alcohol Serving and Consumption

For most of our events at the Hulu Theater at Madison Square Garden, alcoholic beverages are available for purchase. Hulu Theater at MSG staff is trained in the nationally recognized T.E.A.M. (Techniques for Effective Alcohol Management) Training program for responsible alcohol management. Alcohol sales will be limited per customer per transaction, based on the event. All guests may be required to show ID to purchase alcohol. Guests are not permitted to bring in alcoholic beverages from outside and may not leave with alcohol purchased inside the Hulu Theater at MSG. Management reserves the right to refuse the sale of alcohol to any guest.

Please be aware that it is the policy of MSG Entertainment to require all guests who appear to be forty (40) years of age or younger to present a valid form of ID with proof of age in order to purchase alcoholic beverages at the Hulu Theater at Madison Square Garden. Pursuant to applicable State law, we accept only the following forms of identification:

– A valid driver’s license or non-driver identification card issued by the United States Government, a State Government, Commonwealth, Possession or Territory of the United States or a Provincial Government of Canada

– A valid passport

– A valid U.S. military ID

Animals

We love animals as much as you do, however, only service animals are permitted inside the Hulu Theater at Madison Square Garden. Please visit our Disabled Services Page for our rules and regulations.

Bag Policy

Madison Square Garden asks all guests to arrive early and travel light. Bags must fit comfortably under your seat, and oversized bags larger than 22” x 14” x 9” are prohibited. The Hulu Theater at Madison Square Garden does not provide an area to check bags, coats or any other personal belongings. For guests with additional needs, please contact Guest Relations at: 212-465-6225 or guestrelations@msg.com.

Cameras/Photography

We want you to be able to re-live the epic experiences you have at our venues, however, camera equipment can get in the way of your fellow fan’s enjoyment.

To respect all our guest’s experiences, video cameras, monopods, tripods, selfie sticks, audio recording devices and professional cameras (those including telephoto or zoom lenses) will not be permitted inside the Hulu Theater at Madison Square Garden.

There are also instances when the artist prefers to perform in a phone-free environment; meaning cellphones, smart watches, cameras and recording devices will be prohibited.

Code of Conduct

– Guests shall be respectful of others around them.

– Guests shall avoid blocking the view of other guests.

– During some concerts, the artists may request that guests be permitted to stand immediately in front of their seats during the entirety of the performance. On those occasions, standing guests shall continue to be respectful of others around them and avoid blocking the view of other guests.

– Guests shall not interfere with the event, the performers or the athletes in any way.

– Guests shall refrain from using foul/offensive language, fighting, obscene gestures, throwing objects and engaging in other behavior detrimental to the experience of other guests.

– Guests shall not stand on seats or any other building structure.

– Guests shall not block the aisles.

– Guests shall not occupy a seat or remain in an area for which they do not possess a valid ticket and shall provide their ticket upon request.

– As required by the City of New York, guests shall not smoke anywhere in our facilities.

– Guests who consume alcoholic beverages shall do so in a responsible manner.

– Guests are encouraged to report inappropriate or offensive behavior to an Usher, Security Officer or Guest Experience Representative.

– Guests shall comply with requests from arena staff regarding arena operational and emergency procedures.

The Hulu Theater at Madison Square Garden Staff has been trained to intervene when deemed necessary and to use their best discretion to help ensure that guests who ignore the Code of Conduct do not interfere with other guests’ ability to enjoy an event. Guests who violate the Code of Conduct may be subject to ejection without refund and, to the extent their conduct constitutes a violation of law, may be subject to arrest. We thank you for your cooperation.

Costume Policy

Costumes are permitted with some exceptions. For the safety and experience of all guests, full-face coverings are permitted only after clearing security and must be removed if requested by our security personnel. Large costumes or headpieces, as well as full face paint, fake weapons, and any other hazardous or distracting item determined at the sole discretion of our security personnel are NOT permitted.

Disabled Services

Meeting the needs of our guests with disabilities at the Hulu Theater at Madison Square Garden is a never-ending commitment—we want to make your visit with us an enjoyable and unforgettable experience. Please visit our Disabled Services page for a full range of our accommodations, programs and policies.

Emergency, In Case Of

The Hulu Theater at Madison Square Garden is committed to providing a safe and enjoyable atmosphere for all our guests. If there is an emergency, you can either call the security office at 212.465.6299 or the event manager’s office at 212.465.6292.

Families

Baby changing facilities. The restrooms in the lobby are equipped with a baby changing station.

Strollers. You are more than welcome to bring your child to the Hulu Theater at Madison Square Garden in a stroller; however, please understand that these strollers must be collapsible and fit comfortably under your seat. We also provide a complimentary stroller check for select events.

Nursing mothers. A mother may nurse her little one in any public location where she is comfortable and authorized to be (breast pumps are permitted). Nursing mothers seeking more discreet accommodations are welcome to use the family restrooms.

First Aid

The safety and well-being of our guests is very important to us—if you begin to feel ill or find that you require medical assistance, please see an usher immediately.

The Hulu Theater at Madison Square Garden is equipped with Automatic External Defibrillators (AED) which are located throughout the building. Designated employees, including our medical staff, have been properly trained and certified to use AEDs.

Handouts/Leaflets/Vending

The distribution of promotional items, flyers, handbills or printed materials is not permitted without written permission of the Hulu Theater at Madison Square Garden. In addition, vending, peddling or product sampling is not allowed.

Lost and Found

Whether you misplaced something before, during or after an event, we’re here to help. If you’ve lost something, please contact our security office at 212.465.6299 or speak with an usher or guest experience representative for further assistance.

Parking

Find parking for your event through ParkWhiz, the Official Parking App of the Hulu Theater at Madison Square Garden, and book your space today. Click here to explore nearby garage and lot locations.

Prohibited Items

In addition to the above mentioned items, there are a few things that are not permitted inside the Hulu Theater at Madison Square Garden:

– Weapons/Firearms/Knives

– Laser Pens

– Pepper Spray/Mace

– Signs and Banners

– Alcohol

– Selfie Sticks

– Video Cameras/Recording Devices

– Outside Food & Beverages

– Glass, Cans, Aluminum Bottles

– Hoverboards/Skateboards

Security

At MSG, we place the safety and security of our guests above all else. For that reason, we continuously assess and upgrade security measures across all of our venues, including the recent introduction of more rigorous bag screenings.

Please plan ahead and allow yourself enough time to pass through security. Thank you in advance for helping us create a safe environment for you and our guests.

Smoking

In compliance with New York City regulations, there is no smoking, including electronic cigarettes, permitted anywhere in the Hulu Theater at Madison Square Garden. This policy is strictly enforced. Violation of this regulation is grounds for ejection.

Ticketing

Box office. For any questions regarding refunds for tickets bought through the Box Office, please call 212-465-6225.

Children’s tickets. If you’re taking your little one who has reached their second birthday to an event at the Hulu Theater at Madison Square Garden they are required to have a ticket. Note, for certain family events, children who have reached their first birthday require a ticket. Any child attending without a ticket under these policies may not occupy their own separate seat and must sit on a parent or guardian’s lap.

Lost or stolen tickets. If you’ve lost your tickets or they’ve been stolen before your event takes place, please return to your point of purchase for assistance.

Ticket resales. Please note that New York law prohibits the resale of tickets within 1,500 feet from the Hulu Theater at Madison Square Garden. Unlawful resale can be punishable by fine and/or imprisonment.

 

 

*Please note that government mandates, venue protocols and event requirements are subject to change, so be sure to continue to check back for the latest information.

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