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FAQ


What happened?

Our web store partner LimitedRun experienced server issues as tickets went on sale. While many of you were able to check out with your tickets and hotel rooms, many more of you unfortunately experienced errors while checking out, and in some cases, placing unintended duplicate orders.

We have temporarily paused ticket and hotel sales to take care of everyone who had issues on 4/20. Please read through the following questions to understand what steps to take next.

Please also be patient with us – we’re trying to make the best of a situation out of our control and we truly appreciate how many of you want to come party with us!


Is FEST 20 sold out?

NO! We temporarily paused ticket and hotel sales on 4/20 because of the web store issues. We are currently resolving issues with duplicate orders. See the next question for information when tickets will go back on sale.

Any remaining tickets and hotels are back on sale in THE FEST WEB STORE.


Will tickets and hotels go back on sale?

YES!

  • Remaining Ticket Sales: Saturday, April 30th at 12PM Eastern Time
  • Remaining Hotel Rooms: Sunday, May 1st at 12PM Eastern Time

All remaining tickets and hotels are back on sale in THE FEST WEB STORE.


Can I get a refund on my 4/20 order?

We will refund any order for passes placed on 4/20 as long as you contact us by May 31st, 2022. This is an exception that only applies to orders affected by the web store issues. For all other orders and refunds, please see this question.


I was charged multiple times. Should I file a chargeback?

PLEASE do not file a chargeback. This hurts small businesses like ours. Please read through the following questions. We will take care of you!

(If you have already disputed a charge we have refunded, PLEASE contact your bank to let them know the situation has been resolved. THANK YOU!)


I placed an order but I did not receive a confirmation email.

LimitedRun has completed processing the backlog of confirmation emails. If you still have not received your confirmation e-mail, please email festcustomerservice@gmail.com with the following info:

  • SUBJECT: #FEST20 – No Confirmation Email
  • Full name and email address the order was under
  • What you WANTED to order. For tickets, please confirm the total # of passes. For hotels, name of hotel, how many rooms, and which specific nights (Fri-Sun, just Thursday, just Monday).

I was charged multiple times attempting to check out while the web store was having issues.

We will absolutely refund you if you were charged multiple times attempting to place the same order.

Please email festcustomerservice@gmail.com with the following info:

  • SUBJECT: #FEST20 – Multiple Charges
  • Full name and email address the order was under
  • Your orders that went through (the order numbers are helpful if you received the confirmation emails)
  • What you WANTED to order. For tickets, please confirm the total # of passes. For hotels, name of hotel, how many rooms, and which specific nights (Fri-Sun, just Thursday, just Monday).

I tried to order a Tier 1 ticket but wasn’t able to check out. How do I get to reorder my ticket at the Tier 1 price?

We only had 500 tickets for sale and they sold out within the first minute. Unfortunately we have a limited amount of tickets allocated to each tier, so once we’re sold out of a pricing tier, that’s it.

If you placed multiple ticket orders at different tiers, please email festcustomerservice@gmail.com with the following info:

  • SUBJECT: #FEST20 – Multiple Charges
  • Full name and email address the order was under
  • Your orders that went through (the order numbers are helpful if you received the confirmation emails)
  • What you WANTED to order. For tickets, please confirm the total # of passes. For hotels, name of hotel, how many rooms, and which specific nights (Fri-Sun, just Thursday, just Monday).

(We will honor the lowest priced tickets in your orders and refund the remainder.)


What happened to the pricing tiers?

FEST 20 passes were sold in price tiers to help people buying tickets early save money. The early price tiers sold out during the store launch on 4/20. All remaining tickets sold online will be $235. Weekend of passes (ONLY IF NOT SOLD OUT IN ADVANCE) tickets will be $250.


My friend had their first tier ticket refunded. Why can’t I buy tickets at the first tier price?

Because of a glitch, the web store didn’t prevent people from checking out with tickets in those earlier tiers even after we had sold out each tier. We’re not going to cancel any of these extra orders, but it does mean that we can’t replace refunded tickets at the same price point without taking an even bigger loss.


I emailed the customer service email but have not heard back yet.

We have hundreds of emails from the launch on 4/20 and are responding to them as fast as we reasonably can. Please be patient. We will get back to you as soon as we can.


Where do I pick up my FEST pass?

Check out the REGISTRATION page for location/dates/hours. There will not be any other opportunities to get your pass.


Is FEST 20 all ages?

HERE IS A LIST OF VENUES AND THEIR AGE RESTRICTIONS.
*Please contact the venues to see what their policy is on letting minors into venues when accompanied by parent or legal guardian.*

  • BO DIDDLEY PLAZA: ALL AGES
  • HEARTWOOD: ALL AGES
  • THE BACKYARD @ BOCA FIESTA: ALL AGES
  • PALOMINO: 18+
  • VIVID MUSIC HALL: 18+
  • DOWNTOWN FATS: 18+
  • HIGH DIVE: 18+
  • LOOSEY’S: 18+
  • THE WOOLY: 18+
  • VECINOS: 18+
  • FOX LOUNGE 18+
  • HIPPODROME: ALL AGES
  • 4TH AVE FOOD PARK: ALL AGES


What should I bring?

EVERYONE ATTENDING FEST 20 MUST HAVE A VALID ID WITH BIRTHDATE TO GET INTO ANY OF THE VENUES. NO EXCEPTIONS! IF YOU ARE FROM ANOTHER COUNTRY, PLEASE BRING YOUR PASSPORT TO EACH VENUE.

OTHER COUNTRIES’ DRIVER’S LICENSES WILL NOT WORK AT THE VENUES.

If you don’t have a driver’s license, then you must have a legal ID or Passport. College IDs will not work. This is not the ’70s.

Please see What is the COVID protocol at FEST? for more information on the requirements for a required negative COVID-19 test or COVID-19 vaccination.


WHAT IS ALLOWED / NOT ALLOWED IN ALL FEST VENUES?

NO

  • Chairs
  • Blankets
  • Bags LARGER than 15 inches x 15 inches
  • Animals (except service animals to aid guests with disabilities)
  • Outside Alcohol
  • Outside Food
  • Illegal or Un-prescribed Drugs
  • Weapons of Any Kind (e.g. guns, knives, sticks fireworks, mace and/or pepper spray)
  • Cameras / Video Cameras
  • Bikes
  • Skateboards, Skates or Rollerblades
  • Electronic Equipment… including laptop computers, iPads, audio recorders and tripods
  • Strollers
  • Musical Instruments (WE HAVE BANDS PLAYING. LEAVE YOUR JAMS AT HOME)
  • Gifts for the Band
  • Coolers of Any Kind (including small soft pack coolers)
  • Personal Property that is a potential hazard to others (e.g. chains, wallet chains or spiked jewelry)

YES

  • Empty Water Bottles
  • Bags 15 inches x 15 inches or smaller. ALL BAGS SUBJECT TO SEARCH.
  • Sunscreen
  • Bug Spray
  • Hand sanitizer (8oz or less)
  • Sanitary wipes
  • Medications in your name. Will have to show ID to prove they are yours.


Can I buy a FEST 20 PASS for just one day?

Nope. However, some showcases will have an individual ticket price that allows you to just pay to attend that show only instead of having to buy a three day pass to FEST 20. These tickets will be limited to 10% of the capacity of the venue and can be purchased in advance. When we announce the FEST 20 schedule is when these will be available for purchase. Please check the TICKETS page for more details and follow FEST on all social media accounts for updates and announcements.


What is the age cutoff to purchase a ticket for children?

All children age 5 and younger are allowed inside Bo Diddley Plaza and Heartwood without having to purchase a ticket.

4th Ave Food Park is all ages and FREE to the public.


What is the COVID protocol at FEST?

*We reserve the right to update these requirements between now and the event*

A negative COVID-19 test or a full COVID-19 vaccination will be required to attend FEST 20.

At registration or to pick up your single show tickets at the venue, all attendees will need to get a negative PCR Covid test no more than 48 hours prior to picking up your passes/tickets. If you can not provide a negative PCR Covid test you can show proof of a full vaccination. Full covid vaccination must have been completed by OCTOBER 14th, 2022.

Either of these options must be presented with a valid, government-issued photo ID in order to attend THE FEST 20 OCT 28th, 29th, & 30th, 2022.

For patrons who are not fully vaccinated:

*We reserve the right to update these requirements between now and the event and will review all COVID protocols at FEST September 2022 and base any changes on CDC guidelines*

We highly recommend that you do NOT ATTEND any large gathering indoors or outdoors without being vaccinated but if you do decide to take that risk we will be requiring the following to attend:

You must obtain a negative COVID-19 test result no more than 48 hours prior to picking up your passes/single show tickets. This test must be from a lab and not a rapid or at home test and this test must have the date and time stamp clearly displayed. The negative COVID-19 test can be printed or a digital test result will be acceptable. You will also have to show a valid, government-issued photo ID or passport that has the same name as your negative COVID-19 test.

Attendees under 5 years old, who cannot be vaccinated, can show a negative test to attend the outside venues that are all ages. Attendees under 5 who are not vaccinated should wear a mask at all times and be accompanied by a paid parent or legal guardian at all times. Children 5 and under can attend all ages venues for free. See above for negative Covid-19 test requirements.

Attendees with a medical condition or closely held religious belief that prevents vaccination can attend with proof of a recent negative coronavirus test. See above for negative Covid- 19 test requirements.

If you are not vaccinated, we encourage you to wear a mask at all times even if you’ve received a negative COVID test in the last 48 hours.

For fully vaccinated patrons:

Full COVID vaccination must have been completed by OCTOBER 14th, 2022. The last day to receive your second Moderna or Pfizer vaccine, or single dose of Johnson and Johnson is October 14th 2022.

An original copy, photocopy, or digital copy (such as a picture on your phone) of your vaccination card will be accepted.

You will also have to show a valid, government-issued photo ID or passport that has the same name as your vaccination card.

GET THE TEST BEFORE YOU FEST. We strongly encourage everyone, including those who are vaccinated to check their covid status before attending FEST. For a list of FREE community-based testing sites near you, check the U.S. Department of Health & Human Services.

Why is this policy necessary?

Taking this step ensures the safety of our guests, staff, and the artists, and implementing this simple measure minimizes risk and the spread of the virus. FEST policy also requires mandatory vaccinations for staff, volunteers and all performers and their crew and this is an extension of those precautions. We are asking you to help us do the same in taking the necessary precautions to ensure the safety of not only yourself but the people around you attending, working, and performing.This policy may be updated as we closely monitor the caseload for COVID-19 when fall of 2022 approaches. Please check back for updates before attending.

Mask Policy

*We reserve the right to update these requirements between now and the event and will review all COVID protocols at FEST September 2022 and base any changes on CDC guidelines*

Masks will be encouraged to be worn and while inside venues when you are not actively eating or drinking. Masks will also be encouraged while waiting in lines, when ordering food, merch, or beverages, inside restrooms and anywhere you can not socially distance. This is for inside and outside venues as well. Masks are strongly encouraged at all times for those who are not fully vaccinated. Masks will be required of all staff and volunteers when working closely with performers and attendees. This policy may be updated as we closely monitor the caseload for COVID-19 when fall of 2022 approaches. Please check back for updates before attending.

Other COVID-19 Safety Protocols at FEST 20

FEST will follow all CDC and local guidelines for the fall of 2022. We are also requiring all FEST venues to put out additional sanitation for attendees and make sure bathrooms are cleaned and restocked regularly as well as high touch areas. We are also encouraging venues to keep doors open to help circulate the air during shows if weather permits.

FEST is asking you not attend if any of the following is true for you or anyone in your party:

  • Within 14 days before attending the festival you have tested positive, or been exposed to someone who has tested positive for, COVID-19
  • Within 48 hours prior to attending the festival, you have experienced symptoms of COVID-19 (e.g., a fever of 100.4F or higher, cough, shortness of breath or difficulty breathing, chills, repeated shaking muscle pain/achiness, headache, sore throat, loss of taste or smell, nasal congestion, runny nose, vomiting, diarrhea, fatigue or any other symptoms associated with COVID-19 identified by the Centers for Disease Control and Prevention)
  • Within 14 days prior to attending the festival, you have traveled to any international territory identified by federal or applicable state or local governments as being subject to travel or quarantine advisories due to COVID-19

Before the event:

  • Get vaccinated! (Getting vaccinated now will still give you some protection for FEST weekend)
  • 48 hours before attending FEST. We are encouraging everyone to check their COVID status to help prevent the spread of COVID-19

At the event we encourage all attendees to:

  • Wear a mask if you are unvaccinated at all times
  • If you are unvaccinated or at high risk for severe COVID-19, avoid crowded areas of the festival and stay at least 6 feet away from other groups
  • Avoid physical contact with people outside of your party
  • Wash your hands frequently with soap and water, or with hand sanitizer containing at least 60% alcohol
  • Limit consumption of substances. Consuming alcohol or substances may make you less likely to follow COVID-19 safety measures
  • Do not attend FEST if you have symptoms of COVID-19 (fever, chills, cough, shortness of breath, fatigue, muscle or body aches, headache, new loss of taste or smell, sore throat, congestion or runny nose, nausea or vomiting, diarrhea), even if you have been vaccinated
  • Do not attend FEST if you have tested positive for COVID-19 in the last 14 days. People who have tested positive for COVID-19 14 days prior to picking up their FEST 20 passes / tickets and cannot attend the festival can receive a refund. Please refer to the REFUND section of the FAQ for more information on who to contact, what is needed to receive your refund and refund timeline.

After the event:

  • Remember that shows outside of the festival may have different COVID-19 protocols
  • Outdoor music events are safer than indoor events
  • Outdoor dining options are safer than indoor dining options
  • If you are attending an indoor event and are unvaccinated, wear a mask and maintain 6-foot distance from other parties at all times.

When you get home:

  • Stay home and get tested if you develop any symptoms of COVID-19, even if you are fully vaccinated

*We reserve the right to update these requirements between now and the event.*


What is the refund policy for passes I have for FEST 20?

*** BECAUSE OF THE WEB STORE ISSUES ON 4/20, WE WILL REFUND ANY ORDER FOR PASSES PLACED ON 4/20 AS LONG AS YOU CONTACT US BY MAY 31ST. FOR ALL OTHER ORDERS, PLEASE SEE BELOW.***

When you purchased your FEST 20 pass, it stated that there are NO REFUNDS on passes unless FEST 20 is canceled or postponed.

IF you test positive for COVID-19, 14 days prior to picking up your FEST 20 pass, then you can put in a refund request for your FEST 20 passes only!!! You MUST send us a copy of your positive PCR test for proof of your refund request.

There are NO REFUNDS for any reason for individual show tickets!

You may, however, change the name on your pass. There is a $20 service fee to change the name. You need to email festcustomerservice@gmail.com to arrange the name change and payment for the $20 service fee.

KEEP IN MIND, IF YOU WAIT UNTIL THE LAST MINUTE TO DO THIS YOU WILL BE ONE OF THE MANY PEOPLE WHO HAVE WAITED UNTIL THE LAST MINUTE. PLEASE CHECK YOUR EMAIL TO READ THE AUTO RESPONDER INFO YOU WILL GET KICKED BACK BEFORE FREAKING OUT OR EMAILING AGAIN. IT WILL GET CHANGED AS LONG AS YOU EMAIL IN YOUR REQUEST BEFORE OCTOBER 25th, 2022 AT NOON EST! ANY NAME CHANGE REQUEST MADE AFTER THAT YOU ARE RISKING THE CHANCE IT WILL NOT BE PROCESSED IN TIME FOR REGISTRATION. WE DO UNDERSTAND THAT CERTAIN SITUATIONS COULD COME UP LAST MINUTE THAT COULD HINDER YOU FROM COMING. IF YOU HAVE THIS SITUATION PLEASE EMAIL AND WE HOPEFULLY WILL BE ABLE TO PROCESS YOUR REQUEST IN TIME.

If you miss registration check in, you will NOT be able to pick up your info or wristbands at the venues.

Hotel Room Cancellations Policy:

*A $20 flat charge will be applied for any changes on rooms once the room is booked.*

  • Before September 1st, 2022: Full Refund minus ($20 change fee)
  • September 2nd – October 1st, 2022 : 50% Refund minus ($20 change fee)
  • October 2nd – October 25th, 2022: NO REFUNDS AVAILABLE BUT YOU CAN CHANGE THE NAME ON YOUR RESERVATION FOR A $20 FEE.

Please email festcustomerservice@gmail.com for changes to your room or cancellations.

*Please include a contact phone number so we can call you back.*

Please be patient and avoid sending multiple emails. DO NOT CONTACT THE HOTEL. THEY DO NOT HAVE YOUR INFORMATION UNTIL WE SUBMIT IT.

PLEASE ALLOW 14 BUSINESS DAYS FOR US TO PROCESS YOUR REFUND. THIS MAY TAKE LONGER FOR YOUR BANKING INSTITUTION OR CREDIT CARD COMPANY TO DEPOSIT FUNDS INTO YOUR ACCOUNT OR CREDIT YOUR STATEMENT. PLEASE BE PATIENT AND TRY TO AVOID SENDING MULTIPLE EMAILS.

REFUNDS will show up as BENDER BIZ, INC on your statement…NOT THE FEST. If you have further questions, name changes or refund request please email festcustomerservice@gmail.com.


Will FEST require vaccines/vaccine passports to attend?

ALL FEST staff, volunteers, bands, and sponsors will be required to have the Covid-19 vaccine.

A negative COVID-19 test or a full COVID-19 vaccination will be required to attend FEST 20.

Please see What is the COVID protocol at FEST? for additional information.


What are the venues? And how far are the venues?

All of the venues are within walking distance of each other. Bo Diddley Plaza, The Wooly, Vivid Music Hall, Vecinos, Downtown Fats, The Backyard @ Boca Fiesta/Palomino, The Hippodrome, and Loosey’s are all in a four block radius. These are all walking blocks. Gainesville has a very small downtown. Heartwood is south on Main Street.


Are FEST venues handicap accessible?

All the venues in Gainesville are ADA compliant, however many are small capacity and one level, so viewing may be obstructed. Bo Diddley Plaza is our largest venue and does have a raised up area for better viewing. FEST does not provide wheelchairs or walkers so please bring what you need. For more specific information please contact each venue to get a better understanding of their layout.


What are the drinking laws?

21 and up can drink at the venues.

Currently if you are 21 and up can drink in public streets and parks while walking. This may change as city council continues to debate so please check the local laws before attending.

Package liquor can be purchased between 7 a.m. and 11 p.m., packaged beer and wine may be sold between 7 a.m. and 2 a.m., any day of the week, and beer, wine and drinks at a bar can be purchased between 7 a.m. and 2 a.m.


Where do I eat? Drink? Buy my favorite…?

All that info will be stashed in your official FEST 20 guidebook. We will also be updating the LOCAL EATS section of the site as information becomes available.


Where do I stay in Gainesville for FEST 20? Will there be an official FEST HOTEL this year?

Yes! Go to THE FEST HOTELS PAGE for more information! We have several hotels to choose from.


How many people can stay in one room?

HOLIDAY INN UNIVERSITY INN: Each room booking will receive up to (4) Holiday Inn wristbands at check-in. These will allow you to enter the Hotel after FEST hours. This saves time so you do not have to check back in at the front desk each time. It also keeps unwanted people raging at your hotel.

ALL OTHER HOTELS: (4) GUESTS for a DOUBLE, (2) GUESTS for a KING/SINGLE BED ROOM.


When I book a HOTEL ROOM through this site, is my card charged then or when I check in?

When booking a hotel room on the FEST website, the credit card used will be charged immediately upon placing the order. You will have to leave a credit card or cash deposit at the front desk for incidentals. Check THE FEST HOTELS PAGE for a breakdown on each hotel option.


How do I get there? Rental cars? Flights? Greyhound?

The Gainesville Regional Airport is a quick cab ride to downtown. They use Atlanta, Miami, and Charlotte as hubs but now go direct to Dallas, TX. DELTA and AMERICAN are their carriers. Sometimes it is actually cheaper to fly direct into Gainesville rather than travel from Jacksonville, Tampa, or Orlando. GNV airport also has car rentals available!

Check out Megabus. It runs from Atlanta and Orlando to Gainesville now! Super cheap, clean and they have Wi-Fi.

Gainesville also has a Greyhound station that is walking distance from downtown.

There is also an Enterprise Rental Car office near the Holiday Inn University Center on University Ave.


Where do I park in downtown Gainesville?

Please visit gvilleparking.com for updated information on parking passes and rates in downtown Gainesville.


Are you full? Can my band play?

WE ARE FULL!!!! Please do not ask us to play. I repeat, please do not ask us to play. We get way too many emails so if you did not get a reply back about your request it is just because there is not enough time in the day to email everyone back. Thanks for understanding. Time saved = More time to plan FEST 20.


How do I become a FEST 20 sponsor or take out an ad in the Official Guidebook?

For sponsorship/guidebook ad inquires, email RANDY (sponsorthefest@gmail.com).

*Please include a link to your company because we are kinda picky about who we associate with.*


Can I table or distro at FEST 20?

We will be holding THE FEST FLEA MARKET at FEST 20 Registration at BOXCAR on October 28th, 2022. It will be set up in the same area as registration, so you will have everyone who attends/plays/volunteers passing through your area. Please click here for more information.


Can I be an official FEST 20 Photographer / Videographer?

Please read over the FEST PHOTOGRAPHY page on the site!


How can I volunteer for FEST 20 to get a free pass?

If you live in the Gainesville area or if you have moved away from Gainesville and volunteered for FEST/ PRE-FEST before and did a good job in the past we would love your help making FEST 20 awesome!

THE FEST is looking for kickass, friendly and serious volunteers. Volunteers are always needed to help run Fest. We offer a free pass to anyone who works a shift the weekend of. You will also get a shirt that no one else can buy. A shift runs about 8-10 hours and is anything from working registration, the door, helping bands load equipment, barricade, stage security or being stage manager.

Volunteer signup meetings are on the VOLUNTEER PAGE. We will have sign up/informative meetings in Gainesville. If you would like to stay in the loop when these sign up/information meetings will be held or have any questions, please email your full contact info to: thefestvol@gmail.com

 

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