Table of Contents MHC General Information…………..…………………………………….………………………………….………..…….……Page 3 MHC Benefits Information……………..…………………………………………………………………………………………..Pages 4-10 • Monsters Seating Chart and Pricing Chart…………………………………Page 6 • MHC Ticket Exchange Info…………………………………………………………Pages 7-8 • MHC Digital Card and Team Shop Info……………………………………….Page 9 • MHC Credential…………………………………………………………………………Page 10 MHC Ticketing and Payment Information…………………………………………………………………………………Pages 11-12 MHC Cheat Sheet (FAQ)……………………………………………………………………………………………………………Pages 13-17 Quicken Loans Arena FAQs………………………………………………………………………………………………………Pages 18-19 Getting Started on Flash Seats (Buying/Selling/Transferring Tickets).................………………………Pages 20-23 Getting Started on StubHub……………………………………………………………………………………………………..Page 24 2 Monsters Hockey Club Information • Full season membership • Includes all 38 regular season home games • Half season membership • Includes 21 weekend regular season home games • Those who have been members (season ticket holders) for 6+ consecutive years WITHOUT interruption to their membership. • Those who have been members (season ticket holders) for 3-5 consecutive years WITHOUT interruption to their membership. • Those who have been members (season tickets holders) for 1-2 consecutive years WITHOUT interruption to their membership. Your Legend, All-Star, and Rising Star status will be assigned based on the current season. • If the 2018-19 season is your first year as a member, you have been categorized as a ‘Rising Star’ for the entire season and following season. • If the 2018-19 season is your third year as a member, you have been categorized as an ‘All-Star’ for the entire 2018-19 season. *Your Monsters Hockey Club benefits may vary based on your tenure and/or membership status. 3 MHC Benefits Info Members receive loyalty pricing (discounted single game tickets at their membership rate), based on your membership status and/or tenure. NEW this year is the ability to buy additional tickets online with your membership discount! • Legend and All-Star Members who continued their monthly membership payments without interruption received complimentary parking as part of the auto-enrollment program. • All complimentary and pre-purchased parking passes are valid at the Gateway East Garage. • There is a max of one (1) parking pass per account. • Members who did not receive complimentary parking received an email with a link prior to the season to purchase discounted parking for the season based on availability. The Platinum and Gold Membership parking pass links are currently located on the MHC Member Page and will remain there through the week of the Home Opener. o Each account will only have access to purchase one (1) parking pass and October games were not included. o Pre-purchased parking passes are available on a first come, first serve basis and are not guaranteed to be available for every game. o Additional parking may not be available on Dual Event days (e.g. An Indians game at Progressive Field). o Parking is non-exchangeable and non-refundable. • The Meet the Team Party is your first chance to meet the 2018-19 Cleveland Monsters. This annual party is the largest event of the season and is for all Platinum and Gold members. • The Meet the Team Party date will be held on October 16th, 2018 at Scene 75 in Brunswick. • Members will receive the same number of invites as the number of seats in their membership. How Many Additional Events can I pick from? • All Members receive one additional Member event based on tenure: o Legend Members- 3 Events o All-Star Members- 2 Events o Rising Star Members- 1 Event 4 • Renewed Platinum Members have a $500 credit to use towards a suite or theater box. Renewed Gold Members have a $250 credit to use towards a suite or theater box. • Club and Founders Level Suites include: o 18 Tickets o 3 Parking Passes • Theater Boxes include: o 8 tickets o 2 Parking Passes • The Budweiser Penthouse suite is available on a limited basis. Contact your membership representative for details. o Suite and Theatre Box rental pricing varies based on the game schedule. Contact your Membership Development Specialist for exact suite rental pricing. o An initial payment of $100 is due to reserve our premium spaces. Final payment is due 1 month prior to the game. • All stakeholders at Quicken Loans Arena have access to a presale for select shows and concerts. • Not all arena shows/concerts will have a Member Presale. These presales are controlled by the show/concert promoter and are subject to change. o If we are allotted presale access, Platinum and Gold members will receive a Q-Hotline email for online only presales before tickets go on sale to the general public. o An allotted amount of stage-side Huntington Bank Club Level seats are reserved for our Q- Hotline presales and will be sold on a first come, first served basis. • For suite rental information for all arena shows/concerts, please contact your Membership Development Specialist. Your membership suite rental discount cannot be applied to arena shows/concerts. • All Legend (Platinum and Gold) and Platinum All-Star and Rising Star members have access to receive guaranteed giveaways. • If you miss a game that has a giveaway or arrive late and the giveaways at the doors have already been distributed, you can contact your membership representative to receive the giveaway using the guaranteed giveaway benefit. Usually guaranteed giveaways can be fulfilled at the next home game following a giveaway game. Contact your membership representative and stop by Member HQ (section 123 on the main concourse) to pick up your item. • Guaranteed giveaways do not include kids only giveaways. • All Members receive a lapel pin and will be able to pick up the pin at one of the credential and member item(s) pick up opportunities. 5 Monsters Seating Chart and MHC Member Pricing Chart 6 Monsters Hockey Club Ticket Exchange Program If you can’t make a date in your MHC Platinum or Gold Membership, you have the ability to exchange your tickets to any FUTURE home game(s) (based on availability). CLICK HERE to download step-by-step instructions on exchanging your future game tickets. • Any future ticket exchange requests must be submitted at least 72 hours prior to the game for which you are adding the tickets. • You will not be able to sell exchanged tickets on Flash Seats or StubHub. • Once you have exchanged a ticket, it cannot be exchanged again. • All exchanges are based on the seating availability for the game you are moving the tickets to. • We will attempt to put your exchanged tickets in your normal section and/or price level, but all exchanged tickets are subject to being placed in Loudville pending available inventory. o Some price levels are more subject to being placed in Loudville than others based on the smaller number of available seats that exist in those price levels. o We encourage all members to submit their ticket exchange request(s) as early as possible. • All ticket exchanges will be on a ticket-for-ticket basis. No refunds will be issued for any difference in the value of the exchanged ticket(s). • Due to the demand of our ticket exchange program we encourage all members to submit their exchanges online through Flash Seats. • Follow the step-by-step instructions on page 8 to transfer tickets. • All MHC members have a dedicated Monsters representative to help them throughout the season. • Your service rep is available to assist, but you are also able to exchange your own tickets via Flash Seats. o By submitting your own ticket exchanges, it allows your request to go directly to the box office, allowing more time for your request to be processed. • If you would like to exchange multiple games for the same game and/or would like all your exchanged tickets for a game placed together, please use the ‘multi transfer’ function when exchanging the tickets. Just click transfer like you usually would, and you can find the ‘multi- transfer’ button on that next screen. From there, select all the tickets you want to exchange and proceed with the instructions on page 8. 7 Step-by-Step Ticket Exchange Instructions 1. Select the game you would like to exchange and click on the corresponding TRANSFER button. 2. Select the SEAT NUMBERS you want to transfer. a. If you would like to transfer MULTIPLE GAMES… select ‘Multi Transfer’ 3. In the FIRST NAME field enter the DATE of the game you would like to exchange your tickets to ex: 11/23/18 4. In the LAST NAME field enter the OPPONENT of the Monsters for the game you would like to exchange your tickets to ex: Toronto Marlies 5. In the EMAIL field(s) enter the following address [email protected] 6. Message to Recipient: you may include any notes you would like for the box office to see. Ex. Place tickets as close to original tickets as possible. Aisle seat preferred. Platform needed. Etc. 7. Click the PREVIEW TRANSFER button 8. Read over the details of the transfer to ensure everything is accurate 9. Click the CONFIRM TRANSFER button * It may take up to a week for your replacement tickets to be delivered to your account. You will receive an email from Flash Seats when the transfer is first initiated, and then you will receive a second email from Flash Seats when the new tickets are sent to your account. Monsters Hockey Club Ticket Allotment In addition to the MHC Ticket Exchange Program, members will receive a ticket allotment based on their tenure and number of seats in their membership to use as extra tickets throughout the season. LEGEND ALL-STAR Rising Star 3 Game 2 Game 1 Game Equivalent (Platinum Equivalent (Platinum) Equivalent (Platinum) and Gold) 1 Game Equivalent (Gold) • Ticket Allotment vouchers can be redeemed using the same process as you would use for ticket exchanges.