Home of the Miami HEAT in downtown Miami, a KultureCity partner with a Sensory Room open during all events on the Mezzanine Level, across from Elevators 1 & 2, and sensory bags with noise-canceling headphones you can check out at no cost with a valid ID.
Sensory supports. Sensory Room, sensory bags with ID.
Hours
For most events, doors open to the general public one hour before the event start time. The Kaseya Center Ticket Office, on NE 8th Street between Gates 3 and 4, is open on event days only: 3 hours before tip-off for HEAT games, and from 12 pm until the event starts for other events. Ticket Office hours are subject to change.
“A designated Sensory Room is available during all events for individuals who may become overstimulated and need a calming space.”
“This room is located on the Mezzanine Level, directly across from Elevators 1 & 2.”
“Guests may check out sensory bags at no cost (with a valid ID) at designated locations.”
The arena partners with KultureCity and gives its team members ongoing training to support guests with sensory sensitivities.
Each sensory bag has KultureCity VIP badges, fidget tools, noise-canceling headphones and other sensory support items. The arena lists five places to get one: the Guest Experience Booths at Section 103 (Main Concourse), Section 306, Section 322, the 400 East Balcony and the 400 West Balcony. Those booths are open during HEAT games, and availability may vary during select games or special events; for non-HEAT basketball events, Guest Experience is at Section 103. Weighted lap pads are available on request at Section 103, also at no cost with a valid ID.
To find the Sensory Room, ask a Guest Experience Representative or visit a nearby Guest Experience Booth. During an event, any Guest Experience Team Member can help; before your visit, call Guest Experience at 786-777-1237.
Sensory Room, Mezzanine Level, directly across from Elevators 1 & 2quiet zone
Everyone needs a valid ticket. For most events, including HEAT home games, children under two get in free if they sit on the lap of a parent or guardian for the whole event; bring proof of age (a government-issued birth certificate or passport) to speed up entry. Guests 2 and older need a ticket. Tickets are mobile only, in the Miami HEAT app, the Ticketmaster app or a mobile web browser; screenshots and printouts aren't accepted. Ticketmaster is the arena's only authorized ticket seller.
If an event is postponed, your tickets are honored on the new date; if you can't go, refunds are available on request at the original point of purchase within 30 days after the postponement is announced. If an event is canceled, refunds are at the point of purchase; for box office tickets, return them to the box office within 30 days after the cancellation is announced, or email ticketoffice@heat.com.
Bags: bags, purses, backpacks, briefcases and duffle bags larger than 10 x 6 x 2 inches aren't allowed, and all bags are searched. Medical and infant bags are allowed and go through an x-ray machine; the arena names Gate 3 for that. There is no check-in for prohibited items. Binbox lockers rent from as low as $10, from 1 hour before doors until 1 hour after the show, on the South Plaza above the Gate 7 steps and next to the Box Office near Gates 4/5.
Food and payment: outside food and drinks, bottles, cans and coolers aren't allowed. Water fountains are open. The whole arena is cashless; reverse ATMs next to the Box Office, in Sections 109, 121 and 318, and inside Gate 1A next to the Miami HEAT Store turn cash into a prepaid debit card with no fee. Noisemakers such as whistles and horns aren't allowed.
Strollers aren't allowed in the bowl (the seating area). Stroller check-in is at the Gate 7 location on the South Plaza, for a $20 fee.
Parking: lots right next to the arena have been permanently eliminated, and the arena strongly advises other parking options, including flat-rate lots within walking distance. For most non-HEAT events, an Advance Parking Pass on Ticketmaster.com guarantees a spot in the P2 Garage; for HEAT games, a limited number of P2 passes are sold online per game, first-come, first-served. ADA parking is first-come, first-serve in the P2 Garage, next to Elevators 1&2, 3&4 and 7&8, with overheight van parking in the P1 garage; event parking fees apply. Parking is cashless.
Arriving: the primary ADA accessible entrance and drop-off is Gate 3 on NE 8th St, with Elevators 1 and 2 inside to all seating levels. The secondary disabled drop-off is Gate 4, next to valet parking, with Elevators 3 and 4. Rideshare drop-off is at Bayshore Drive & HEAT Blvd (use Gate 6). By transit: MetroRail to Government Center, the MetroMover Omni Loop to Park West Station, then walk east to Biscayne Boulevard. Complimentary wheelchair escorts: ask at Guest Experience at Section 103 or at any gate.
Family restrooms are at Sections 102, 115, 306, 322, 408 and 412, and baby changing tables are in all men's, women's and family restrooms. The Nursing Room is inside the Quiet Space; a team member at Guest Experience, Section 103, will escort you.
The First Aid Station is at Section 110, staffed by City of Miami Fire-Rescue during events. The PA announcer doesn't make private pages, so pick a meeting spot in case you get separated. A lost child found by staff is taken to the Guest Experience booth at Section 103.
Hearing: Assistive Listening Devices are free at Guest Experience, Sections 103 and 322, with a driver's license or picture ID as a deposit. Sign Language Interpreters should be requested at least 2 weeks ahead at 786.777.1237 or guestexperience@heat.com; the arena makes its best efforts to provide one, subject to availability.
Call
786-777-1237Guest Experience (questions before your visit)(786) 777-1000Kaseya Center (accessible seating)
