Highlands Sports Complex FAQ

Frequently Asked Questions

Learn More About Highlands Sports Complex and Our Most Asked Questions

This document summarizes our venue’s communication with the general public regarding post-COVID operations. We expect to update this material continuously and frequently as events unfold.

Questions?

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Accessibility

Need help finding us? Get step-by-step directions to our sports complex.

We are all in this together – and together we are stronger!

  • Our venue is proud to be a partner to our community as we all come back stronger than ever. We know there are many in our area hurting and experiencing hardships.
  • We are committed to providing a safe, clean, positive environment to help you and your family come and enjoy the activities you love the most.
  • As part of partnership with our community, we want to thank those who have tirelessly given of themselves to keep the rest of us safe and healthy.

Table of Contents

What restrictions will be in place upon my visit to Highlands Sports Complex?

  • Outdoor playing fields and surfaces will be open for limited use capacity, and operated within distancing requirements that include:
    • Spectators bleachers and team benches will have fixed/limited seating
    • Guests are encouraged to bring in their own chairs for outdoor field play
    • Spectators watching games must adhere to social distancing guidelines by remaining 6 feet apart. Cones or other markers will be used to help communicate spacing.
  • Indoor facilities will reduce capacity to allow guests to adhere to recommended social distancing guidelines:
    • We’re taking necessary precautions to ensure proper distancing
    • Capacity reductions will change as government guidance is updated
    • Play Climb limit will be reduced from 48 to 18 participants. All climbers must wear a mask
    • Every other arcade machine will be turned off to help participants social distance and capacity will be reduced
  • Activities that do not adhere to government guidance will not be allowed
  • We will be monitoring social distancing and guests not complying will be reminded to practice distancing. In the event guests will not comply with social distancing practices, they may be asked to leave the premises
  • Any vendors offering services will be required to be separated by appropriate distance and must demonstrate cleaning and disinfection practices

What is happening to enhance the safety and cleanliness of the venue?

Team Members

  • Our team members are temperature tested before starting work each shift
  • Team members are screened prior to each shift to ensure they do not currently have virus symptoms and have not been exposed to anyone who has tested positive for COVID-19
  • We require all employees to report any illness to a supervisor
  • We require notification of any COVID-19 positive cases in a team members household
  • We will provide personal protective equipment including masks to all team members, and training on how to use it (based on CDC guidelines)
  • Our team members are provided sanitizing stations, such as a wash basin with soap and/or bottle of hand sanitizer
  • We prohibit congregating of 10 or more team members in break rooms or common areas and limit capacity of such areas to allow for safe social distancing
  • Team Members will adhere to a more frequent cycle of side-work cleaning, involving wiping down equipment, benches, bleachers, and commonly touched surfaces like bathroom handles, bathroom stalls, public garbage cans, tables/chairs, etc.

Food Service Area

  • We have incorporated CDC recommendations, OSHA and local Health Department standards, and industry best practices into operating guidelines for our staff to follow
  • We have extensive cleaning standards in place for our food preparation and public seating areas 
  • Sanitize chairs and tables, especially where contact occurs
  • Kitchens are thoroughly cleaned with sanitizing solutions daily – before, between, and at the close of shifts
  • When preparing food, team members are required to wash their hands more frequently, not less than once every 30 minutes
  • Team members are changing gloves frequently, not less than once every 30 minutes, and using different gloves for food handling vs. cash handling.
  • We are following government guidelines for food area social distancing and seating capacity
  • We are using digital or single use menus

Additional Cleaning/Safety Standards

    • Restrooms are cleaned with sanitizing solutions several times a day
      • Indoor restrooms will be accessible with a reduced capacity
      • We have temporarily closed every other urinal in men’s restrooms
    • We have placed signage throughout the venue encouraging distancing, hand washing, and other safe practices
    • We will be continuously monitoring and improving our operations for the safety of our athletes, spectators, and team members
    • We are committed to communicating our guidelines with coaches, event owners, participants, vendors, and other visitors to the facility and requesting everyone work together to keep us all safer 
    • We are providing hand sanitizer in high traffic areas

What process can Athletes, Participants, Spectators, and other Guests to the venue expect for entry?

  • Our venue will have a reduced capacity for occupancy, to allow for appropriate social distancing
  • In some cases, advance reservations will be needed to reduce the need to turn people away at the entrance. Please visit our website or call the venue for updates and space availability
  • Signage will be posted at the entrance asking/informing guests the following:
    • Have you had exposure to COVID-19 in the past 14 days?
    • Have you experienced:
      • Cough or shortness of breath?
      • Fever?
      • Loss of taste or smell?
    • You are at an increased risk for COVID-19 if you are:
      • 65 years or older, have underlying lung/asthma conditions, have heart complications, suffer from diabetes, liver disease, severe obesity or are otherwise immune compromised
    • Your health is your responsibility
  • We reserve the right to institute further COVID-19 screening to ensure guests are not endangering others
  • Guests who have had symptoms or exposure will not be allowed in the venue
  • If a symptomatic/exposed guest is a driver for another guest, they will be asked to wait in their closed vehicle until their passenger’s activities are completed
  • Guests will be invited to use hand sanitizer stations upon entry and exit of the building. Sanitizing stations will be provided near main entrances.

What’s your plan if someone attending has tested positive for COVID-19?

We are communicating to event owners, partner organizations, renters, and those who register online, that anyone who has tested positive with COVID-19 is not allowed to enter the venue until they have been released by their doctor and diagnosed as “recovered.”

Anyone who is presenting symptoms of illness, or answers screening questions upon entry in a way that gives us concern, will not be admitted to the venue, as a way of protecting every other guest at the venue, and preventing exposures and spread.

Will you be testing players from out of state?

In most states, out of state travel will not occur until a later phase of reopening.  At that time, our facilities will work with event organizers to institute standards above and beyond the minimum requirements to promote participant and guest safety.

Play Climb FAQ's

What is the Play Climb?

The Play Climb is an interactive and challenging course that offers over 20 walls and a few obstacles for people of all ages and skill levels.

Who can participate in the Play Climb?

Participants must be at least 5 years of age to climb. The minimum weight requirement is 30 pounds and the maximum weight allowed is 270 pounds.

Do I have to get weighed to climb?

Yes, every participant must be weighed to ensure they meet the requirements.

Are there clothing requirements?

Athletic shoes/tennis shoes only. Comfortable clothes are recommended. No dangling jewelry, loose-fitted clothing like jerseys, or scarves allowed. No hats. 

When is the Play Climb open?

The Play Climb is open daily. The hours of operation are:
  • Sunday – 12 PM – 8 PM
  • Monday – Thursday – 3 PM – 8 PM
  • Friday – 3 PM – 8 PM
  • Saturday – 12 PM – 10 PM

Do I have to have climbing experience in order to participate?

No, climbing experience is not required. The walls and obstacles are a challenge, but do not require previous experience. People of all skill levels are welcome to participate.

How does the Play Climb work?

The Play Climb is a safe and controlled environment anchored by a self-belay system that is supervised by trained Highlands Sports staff. Participants wear full body harnesses with carabiners while climbing and using the self-belay system.

Are there safety protocols in place?

Yes, first, all Highlands Sports Play Climb attendants are properly trained and certified to supervise the climbing area. Second, participants are required to complete a pre-climb training overview that covers an introduction to the self-belay system, safety regulations, and instruction on how to put on the harness. Before climbing begins, our trained staff ensures each participant is safely and properly strapped into their harness.

Are helmets required?

Helmets are only required on the following obstacles: Skyscraper Walk, Jump in the Air, and Geometrix. The remaining walls do not require a helmet, but participants may wear the entire time upon request.

How do I reserve time to climb?

Play Climb reservations are available by the hour. You may book online here or you can call the customer service desk at (304) 238-9650 to book over the phone. All sessions must be paid for in advance before climbing.

How much does it cost to climb?

WEEKDAYS

1-hour session

  • Adults: $12
  • Children (Ages 5-17): $10

2-hour sessions

  • Adults: $20
  • Children (Ages 5-17): $15

WEEKENDS

1-hour session

  • Adults: $15
  • Children (Ages 5-17): $12

2-hour sessions

  • Adults: $25
  • Children (Ages 5-17): $18

Do you have a cancellation policy?

Yes, all cancellations or reschedules must be done 24 hours in advance. If the reservation cancels the play climb session within the 24 hour period or doesn’t show up, the party will be responsible for the full booking price. 

Can I book a private session?

The Play Climb is open on a first come, first serve basis. In order to book a private session, you must contact Kelly Clutter at kclutter@highlandssports.com.

Can I host a party that includes the Play Climb?

Yes, we offer Play Climb birthday party packages. Find out all the details here.

Arcade FAQ's

Can I drop in to use the arcade?

The arcade is open daily. The hours of operation are:
  • Sunday – 12 PM – 8 PM
  • Monday – Thursday – 3 PM – 8 PM
  • Friday – 3 PM – 8 PM
  • Saturday – 12 PM – 10 PM

What type of games does the arcade have?

We offer 40+ games of all varieties and something for every gamer. Virtual Rabbids is a virtual reality experience. We also have sport-related games, racing games and rail shooter games, and crane games that help you win more prizes or points.

How do I start playing in the arcade?

We have two red kiosk machines – one outside the arcade entrance and one next to the redemption center counter. You can insert cash or a credit/debit card to load money onto a reloadable arcade card. Once you complete your transaction, you’re free to begin play.

If you’ve visited our arcade before, you can use the same reloadable arcade card to load more money on to with help from the kiosk machines.

Our arcade team members are also available to assist your transactions.

Are there tickets to redeem for prizes?

The arcade operates through a reloadable arcade card. With every swipe of the card, digital points are accumulated and added to your card. You can ask an arcade team member to swipe your card at the redemption center desk to see how many points are on your card.

Can my child have an arcade birthday party?

Both birthday party packages offer arcade inclusions in the Highlands and Tower packages. You can purchase either of those packages to receive 3 hours of unlimited arcade card for the birthday child and $10 arcade card for each child.

How does the unlimited arcade card work for a birthday party child?

Under the Highlands or Tower birthday party package, a birthday party child receives a 3-hour unlimited arcade card. Time cannot be stopped and used at a later date after the first swipe that begins the 180 minutes. The unlimited card is only available on select games (excludes all crane games). The card has a $10 bonus credit that can be used for all crane games.

What is the pullback promotion associated with birthday parties?

The following day after a birthday party begins the arcade pullback promotion where every participant’s arcade card from the party loads $3 free for the arcade.

Do you have a prize room?

We have a redemption center fully stocked with all types of prizes for children and adults. Every prize is listed with a point value and all prizes can be redeemed at the redemption center counter.

Fieldhouse / Turf Fields FAQ's

Can I drop in to play in the fieldhouse?

The fieldhouse is open daily for court rentals.

Open Basketball and Open Pickleball times are offered on various times and days throughout the week. The Open Basketball schedule can be found here. The Open Pickleball schedule can be found here. These schedules are updated continuously so be sure to check them out when planning your next visit.

Can I drop in to use the turf fields?

The turf fields are open daily for rentals. We do not currently offer Open Sports times, but you can drop in to use the batting cages based on availability.

How do I schedule a court or field rental?

Call the customer service desk at (304) 238-9650 to schedule a court rental. If your rental requires more assistance, customer service will get you in touch with our sports director.

Do you have a cancellation policy?

Yes, all cancellations or reschedules must be done 24 hours in advance. If the renter cancels the rental within the 24 hour period or doesn’t show up, the renter will be responsible for the full booking price. 

What hours are the courts and fields available to rent?

Rentals are available daily during operating hours. If you’re seeking rental time when the building is closed, you’ll need to work with our sports director Ricky Moore to work out the accommodations of your needs. Email him directly at rmoore@highlandssports.com.

Our current hours of operation are:
  • Sunday – 9 AM – 8 PM
  • Monday – Thursday – 3 PM – 8 PM
  • Friday – 3 PM – 8 PM
  • Saturday – 9 AM – 10 PM

Are there any restrictions on who may rent court or field time?

No, any person over the age of 18 is allowed to rent court or field time for any purpose. Whether it’s an organized practice, a speed and agility session, or 10 young adults who want to play pick-up basketball, anyone is welcome and allowed to rent our courts or fields.

I’m looking for multiple rental dates to book at one time. Is that possible?

Yes, of course, as long as the courts or fields are available. Our customer service staff can book a series of rentals (as far in advance as you wish) at one time for you to lock in dates and times for your team or organization.

How much does a court rental cost?

  • All Courts (6) – $150/hour
  • One Full Court Court – $30/hour
  • Half Court/Pickleball Court – $17.50/hour
  • Dr. Dish Rental – $25/hour

How much does the indoor turf rental cost?

  • Full Turf – $150/hr
  • Half Turf – $87.50/hr
  • Quarter Turf – $50/hr

How much does the outdoor field rental cost?

  • Full Field – $35/hr
  • Half Field – $20/hr

Am I allowed to bring my own equipment for my rental?

Yes. Highlands Sports offers basic equipment for every rental (ex. A rack of basketballs), but you are more than welcome to bring your own equipment.

Can the courts or fields be used for non-sports related events?

Yes, we are equipped to host events in our facility that are non-sports related. If you’re looking for a large event venue, reach out to our Director of Business Development Jason Troop at jtroop@highlandssports.com.

Parties & Events FAQ's

How do I book a birthday party?

Call the customer service desk at (304) 238-9650 and they will begin the process. Kelly Clutter is the point of contact who will reach out to finalize party details. If you’d like to connect with her directly, email her at kclutter@highlandssports.com.

What type of parties do you offer?

We offer Play Climb and Sports parties. There are three packages available under each type: Tower, Highlands, and Basic. Details and pricing can be found here.

Can I bring in outside food?

Outside catering is only allowed from a business within The Highlands. We have a full-service cafe and we offer a full adult menu for parents. View adult menu options here. 

What if I want additional time or space added to a package?

We can accommodate any additions you may need. A list of all party package add-ons can be found here. 

Can my child have an arcade birthday party?

Both birthday party packages offer arcade inclusions in the Highlands and Tower packages. You can purchase either of those packages to receive 3 hours of unlimited arcade card for the birthday child and $10 arcade card for each child.

What if I’m looking for large event space that requires more than a birthday party package?

Our facility is equipped to handle all events – big or small. For larger events, contact Jason Troop at jtroop@highlandssports.com. He will work with you to meet every request. 

What is the pullback promotion associated with birthday parties?

The following day after a birthday party begins the arcade pullback promotion where every participant’s arcade card from the party loads $3 free for the arcade.

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