FAQs

Questions and Policies

If you’re ready to rock out at the South Okanagan Events Centre (SOEC), we’ll see you soon! Here’s what you need to know about your experience.
Question: 
Accessible Information
Answer: 

Our venue and staff meet and exceeds all public facility structural and service requirements. Visit our Accessibility page for more information.

Question: 
Will Call Tickets
Answer: 

Will call tickets are available for pick up two weeks prior to the event. The Valley First Box Office (at the SOEC) is open Monday to Friday, from 10AM to 5PM. On event days, the Box Office is open from 10AM until the artist takes the stage and the start of the third period.

For your will call tickets, please bring your:

 

  • Confirmation number
  • Identification
  • Credit card used to purchase
Question: 
Wheelchairs
Answer: 

Wheelchair escorts are provided through our event services department. Please ask any staff member for assistance. To arrange services in advance, please call 250.490.2460.

Question: 
Ticket Scalping
Answer: 

We strictly prohibit ticket scalping and ticket resale on the premises.

Question: 
Tailgaiting
Answer: 

Grilling, open flames, food preparation, and consumption of alcoholic beverages are not permitted in any parking areas.

Question: 
Strollers
Answer: 

Please see staff at the Valley First Guest Services, near Section 101. Staff will gladly check your stroller.

Question: 
Smoking Policy
Answer: 

We’re a smoke-free facility, which includes e-cigarettes. Guests are prohibited from smoking inside the SOEC. Across from Section 106, there is a smoking exit for patrons. It is the South West stairwell, and clearly marked “Smoking Deck.”

Question: 
Sign Interpreters
Answer: 

Guests with hearing disabilities can receive sign language interpretation. Requests for this service must be received 30 days prior to the event and be approved by the performer. For details, please call 250.490.2460.

Question: 
Baby Changing Tables
Answer: 

Baby change facilities are located in all family public restrooms.

Question: 
Restrooms
Answer: 

Men's, women's and unisex family restrooms are located in the corners of every concourse. Don’t worry, all restrooms meet or exceed CDA specifications.

Question: 
Prohibited Items
Answer: 

Patrons may be refused entry if they are in possession of prohibited items. Guests must throw the prohibited item in the trash or return the item to their vehicle. SOEC reserves the right to confiscate any prohibited items and/or escort the guest from the building. including, but not limited to:
 

► alcoholic beverages, illegal drugs, e-cigarettes, food, drinks, glass/plastic/metal containers, video recorders, audio recorders, fireworks, laser pointers, backpacks, coolers, knives over 5 inches in length, weapons of any type, baby seats or carriers, unauthorized noise makers, glitter, confetti, Frisbees, streamers, helium balloons, beach balls, parcels or packages, inflatables, large bags of any kind and cameras with lenses four inches in length.

Question: 
Parking
Answer: 

For concerts and events at the SOEC, parking is $10 cash only. For more information about pay and display parking, click here.

Question: 
Painted Fans
Answer: 

We reserve the right to refuse admittance to any event if a guest has exposed, painted body parts. Guests are asked to wear shirts, pants, and shoes at all times. Please refrain from painting backs, which will damage SOEC property.

Question: 
Outside Vending
Answer: 

The selling or sampling of merchandise, food, beverages, tickets or other items on the property without written SOEC authorization is strictly prohibited.

Question: 
Merchandise
Answer: 

Concert merchandise varies from show to show, but will be temporarily setup on the concourse near Guest Services in the BC Hockey Hall of Fame

Question: 
Lost and Found
Answer: 

During an event, if you lose a personal item, please speak with an employee. Found items are to be turned in to Valley First Guest Service desk. Our lost and found department can be reached at 250.490.2460. The SOEC is not responsible for lost items. Found items are held for 30 days.

Question: 
Lost Children
Answer: 

Lost children/parents should be escorted to Valley First Guest Services. Arena security will arrange search procedures. Guests are asked to register their children with Guest Relations so that they can be easily found in the event they are separated from their parents or guardians.

Question: 
Staff
Answer: 

Our ushers and front of house staff are trained to make your experience memorable. The SOEC offers convenient services including wheelchair assistance, lost and found, and stroller and wheelchair check-in. Look for employees wearing burgundy shirts and name tags. They’ll gladly help. Upon entrance at Gate 1, the Valley First Guest Services is open from doors to exit.

Question: 
Guest Services
Answer: 

Valley First Guest Services is located at the top of Gate 1 stairs, on the concourse level by Section 101. Our employees will assist with:

 

  • reuniting lost patrons
  • transportation information
  • emergency assistance
  • ticket enquiries
  • collecting and returning lost and found items
  • storing wheelchairs/strollers
Question: 
Guest Courtesy
Answer: 

The SOEC is committed to providing an enjoyable family atmosphere. To ensure all guests can enjoy, we request that all guests be courteous to those around them and abide by all building policies and regulations. They are:

 

  • Guests using foul language or appearing intoxicated will be ejected from the arena
  • Guests wearing obscene or indecent clothing will be denied entry
  • Shirts must be worn at all times
  • Noisemakers of any type are prohibited
  • Guests who engage in inappropriate behaviour will be removed from the building
Question: 
Food and Beverage
Answer: 

The SOEC offers a wide variety of food and beverage services. Guests are not permitted to bring any food or beverages into the venue. Containers such as bottles, cans, thermos bottles, or plastic coolers are not permitted, as the safety and protection of our guests is a top priority. Choose from six concessions and a full-service restaurant, the Valley First Vault Bar & Grill, or suite service.

Question: 
First Aid
Answer: 

Certified medical professionals are available at all events to assist guests with medical needs. Guests in need of emergency first aid should contact the nearest SOEC employee for assistance, or at the Valley First Guest Services desk.

Question: 
Ear Plugs
Answer: 

Ear plugs are available, for your use and convenience, at the Valley First Guest Services near Section 101.

Question: 
Emergencies and Evacuations
Answer: 

We’re committed to providing the highest standard of safety. Emergency response procedures have been developed to address an emergency or crisis that might affect the arena operation. Staff have been trained to assist in emergency situations. In the case of an emergency, please proceed to the nearest stairwell; head down to the street level and out of the building.

Visual and audible alarms are located throughout the building for use in the event of an emergency.

Question: 
Drop Off and Pick Up
Answer: 

Drop-off and/or pick-up patrons on the South side at Gate 1. Limousines, buses and cars will be allowed to drop-off and pick-up in this area, but vehicles are not permitted to park there.

Question: 
Doors
Answer: 

Doors open at different times. It varies from event to event. Please check your ticket, or call 250.490.2460. Doors typically open for:

Penticton Vees Junior ‘A’ Hockey Games:
Doors open one hour prior to puck drop. For Penticton Toyota Club Seat Membership Program doors open one and a half hour prior to game time for dinner reservations.

Concerts:
Doors open one hour prior to the event unless otherwise specifically noted.

Question: 
Charity Request and Ticket Donations
Answer: 

In order to be considered for a donation, please email SOEC-marketing@penticton.ca. All donation requests must be made, at minimum, 21 days prior to the event, and clearly specify:

  • Organization’s mission
  • Date, time, and location of the event
  • Event purpose
  • Contact information, telephone number, and address
Question: 
Cameras, Video Cameras, Audio Recorders
Answer: 

Professional cameras are prohibited at all events in the SOEC unless you’ve got the appropriate media credentials.Cameras with detachable lenses are NOT allowed. Video cameras and audio recorders are prohibited in the SOEC, unless specifically approved. Please check in advance by calling 250.490.2460.Restrictions on the use of still and video cameras vary by event. The event producer determines this policy. Some sporting events permit still cameras without flash, but not recording devices. Concerts typically do not permit any cameras or recording devices (audio or video).

Question: 
Box Office
Answer: 

The Valley First Box Office at the SOEC is open Monday to Saturday 10:00AM to 5:00PM. On event days, the Box Office is open from 10AM until the artist takes the stage and the start of the third period. Click here for more information.

Question: 
Banners and Signs
Answer: 

Small signs are allowed, but larger signs with sticks or poles aren’t permitted. Banners and signs may not be hung or fastened anywhere in the arena. Banners and signs must not be commercial in nature or obscene, or cause any disturbance with other fans. SOEC management reserves the right to remove any banner or sign without exception.

Question: 
Animals
Answer: 

Animals or pets are prohibited, with the exception of service animals for guests with disabilities. Service animals must remain on a leash or in a harness at all times. If you’re service animal will be joining you, please notify your ticket representative at the time of purchase. That way, we’ll do our best to reserve an aisle seat for you.

Question: 
Alcohol Beverage Policy
Answer: 

No alcohol may be brought into the SOEC. Alcoholic beverages may be purchased inside the arena. All persons must be age 19 or older and provide legal identification to purchase alcoholic beverages. Alcohol purchases are limited to two (2) beverages per buyer for most events. Management has the right to refuse service at any time. Alcohol sales can be terminated at any time at management’s discretion.

Question: 
ATMS
Answer: 

We have three ATMS. Two of the ATMs are located outside the Valley First Vault Bar & Grill and the other ATM is on the concourse by Section 108.

Question: 
Accessible Information
Answer: 

Our venue and staff meet and exceeds all public facility structural and service requirements. Visit our Accessibility page for more information.

Question: 
Administrative Hours
Answer: 

Our administration office is open Monday to Friday, from 8:00 a.m. to 5:00 p.m. Please check in with the Valley First Box Office (at the SOEC), if you have hours or wish to speak with someone from the office.