FAQ

Booking FAQ

 A Cloud 9 Account is your personal profile. You are required to have an account to book your reservation and attend the event. It will allow you to access and update your reservation as well as track your valuable trip history. It is also a place where you can provide us with additional information that will help make your travels smoother.
 As a part of our loyalty program, all lead guests who attended a Panic en la Playa in the past will receive a unique password which will allow them to book a room during the Pre-sale on July 10th.
 The General On-Sale for Panic en la Playa is July 11, 2017 starting at 12 PM Eastern. All rooms are sold on a first come, first served basis. Panic en la Playa strongly urges you to be ready to book at the time of the On-Sale so you don't miss out! 
 You can place a reservation by logging into your Cloud 9 account OR by clicking the "BOOK NOW" button on the event website.
 Panic en la Playa Siete does not allow for any room downgrades. However, you can upgrade your room if there is any availability. 
 Four nights of accommodations at The Hard Rock Hotel Riviera Maya, food and drink (including alcohol), all of the shows, and some activities.
  In the spirit of fairness to all guests, Panic en la Playa and The Hard Rock Hotel DO NOT take room location requests.
Yes! Panic en la Playa is fun for the whole family! Learn more about bringing your children HERE.
  The initial deposit must be paid by credit card at the time of booking.
  • Panic en la Playa accepts major credit cards including Visa, MasterCard, American Express and Discover.
  • You can also enroll in our ACH Program and use a bank account to set up automatic payments.
  • Cashier's checks and money orders are acceptable & encouraged forms of making payments. If sending a cashier's check or money order, please make it payable to Cloud 9 Adventures, LLC and send to:

Cloud 9 Adventures c/o Travel Department
405 SE Mizner Blvd. Suite 68 
Boca Raton, FL 33432

 Anyone with a bank account can participate in the ACH automatic billing program. Just fill out the form HERE and we will take care of the rest!
 We will only automatically charge the credit card on file if you opt in to automatic billing. If you select manual payments, it is your responsibility to make the scheduled payments on time. A late payment fee of $35 will be applied to reservations that do not meet the payment due dates.
Panic en la Playa offers three payment options: pay in full, automatic billing, and manual payments. During the reservation process you will choose which option works best for you. You can opt in to automatic billing and let us take care of everything or opt out and choose to make payments on your own. See full details about our Payment Plans.

Experience FAQ

 Yes! All performances will take place at the Hard Rock Hotel Riviera Maya.
 There will be four awesome nights of entertainment! Shows will take place on January 26th, 27th, 28th & 29th. Check out the full music schedule HERE!
 The schedule for Panic en la Playa Siete has been released! Check out the full music schedule HERE!
 Panic en la Playa brings you even more excitement! Last year's activities included yoga, Grilled Cheese Off with JoJo Hermann and Mike Fernandez, Texas Hold 'em Tournament with Ivan Neville, and an Autograph Signing with your favorite artists. Stayed tuned for the announcement of this year's activities!
 Theme nights have been announced! Check out more details HERE!
 Of course! You'll be able to buy event merchandise with all major credit cards or US currency on-site. The merch store will open at 12 PM on January 26th.
 Positive Legacy coordinates environmental and humanitarian service projects down in Mexico servicing the local communities.  Stay tuned for more information regarding this year's programs and initiatives.
 By purchasing a Carbon Offset you are offsetting the emissions from your personal travel to the event (your carbon footprint). Trees, Water & People carbon offsets not only offer an opportunity to reduce your environmental impact, but also curb deforestation rates, improve the health of families, and support our efforts to protect and conserve natural resources in Central America and Haiti.

Resort FAQ

 Check-In begins at 3pm on January 26th and Check-Out is by 12pm on January 30th, unless you have purchased extra nights.
 Yes. There is one located in both the Hacienda & Heaven lobbies that dispense Mexican Pesos. Fees will apply.
 Yes, however your change will be returned in Mexican Pesos.
 Every room at the resort is equipped with an electronic safe. We strongly suggest placing your passport, wallet, cash and any other valuables inside as soon as you arrive. Panic en la Playa, LLC is not responsible for any lost or stolen items.
 Absolutely. Your event package covers food and beverages, including alcohol! You can enjoy breakfast, lunch, dinner, and late night bites after the shows at no additional cost. Check out more info on the resort's many restaurants HERE.
 Breakfast, lunch and dinner, plus a variety of buffet style snacks are available throughout the day and evening.
 No, reservations are not required at any of the restaurants.
 The resort has a variety of food available to guests with various dietary needs. There will be vegetarian & gluten-free options available at all meals. If you haven't already, please update "Your Profile" by logging into your Cloud 9 account and completing the Dietary Request field box.
 From the comfort of your room you can enjoy: 
• Free international calling to the US 
• Free Wifi
• Balcony or Terrace
• Electronic In-Room Safe
• In-Room Mini Bar stocked once daily
• In-Room Liquor Dispensors
• Hair Dryer
• Coffee and Tea Maker 
• Iron and Ironing Board 
• 32" Cable TV
 Some of these include: 
• Free On-Site Parking
• Free Wifi
• Rock Spa
• Specialty restaurants and vibrant bars
• Gift Shops
• Laundry Service *for an additional cost
 In true rock star style, there is no dress code during the event, however shirts and shoes (flip flops ok) are required in all dining areas. If you plan on coming early or staying late, the restaurants do have a dress code so think resort casual but be sure to bring a pair of pants with you.
 Tipping is customary but not expected for hotel staff such as bellmen & housekeepers.
 A registered nurse with regular office hours is on the premises at the resort. In the event of a medical emergency, a qualified medical doctor is on call 24 hours a day. If a doctor is called there will be a charge put on the guests's room. Guests with any pertinent medical information or specific medication needs are asked to notify us in advance.
 All rooms are equipped with an iron and ironing board, but the resort will be happy to take care of all your laundry and dry cleaning at a reasonable charge.
 Yes. There is a collection of shops & boutiques to suit your fancy. Check out the shops for a wide variety of souvenirs, toiletries, beach accessories & magazines. There will also be an event merchandise stand set up selling Panic en la Playa posters, t-shirts and other cool stuff!

Travel FAQ

 You MUST have a valid passport. There are NO exceptions.
 Cancun International Airport (CUN).
 Mexican citizens, US Citizens residing in Mexico and anyone unable to present an exit card issued at immigration are required to pay an additional 16% tax upon check out.
 If you lose your immigration card prior to arriving at the Hard Rock you will be asked to pay the local VAT tax of 16%. If you lose the card during the event, you will need to purchase a new one upon departure from the Cancun Airport. Pro Tip: Placing your immigration card and all other valuables in your in-room safe upon arrival.
 Hard Rock Hotel Riviera Maya is approximately sixty minutes from the Cancun International Airport (CUN).
 No. All guests are responsible for booking their own airfare.
 Airport shuttles are not included in the cost of your trip however, we do offer a transportation service that you can add to your reservation. To find more information on organizing a shuttle, click HERE.
  Simply click "My Account" at the top of the page, log in, and find your active Panic en la Playa reservation. You will see a button that says "Enter Flight Info". After clicking into it you'll be able to enter flight information for you and your guest.
 Don't sweat it! If you have provided us with your flight information we will be tracking your arrival time and making the proper accommodations. However, if you are switched to a completely new flight contact the Travel Team to let us know as soon as possible.
  No. Due to increased security at the Cancun International Airport, we cannot offer transportation services to people who arrive early and stay in the area at a different resort before Panic en la Playa. In order to utilize the Event transportation you must be arriving into the airport and immediately traveling to The Hard Rock Hotel Riviera Maya.
There are not single rate rooms available for Panic en la Playa, however you are absolutely able to still book one of the rooms listed as “double occupancy” and attend the event alone. In this case you will pay the full double occupancy rate of the room and have it to yourself.
Come Early, Stay Late!  Four days at the Hard Rock Hotel Riviera Maya may not be enough for some of our fans. We are offering a special discounted rate for those guests who want to add up to three nights before and one night after the event. These rates are only available January 23rd, 24th, 25th & 30th. Check out more information on extra nights HERE.
 There are two easy ways to book your Pre & Post nights. You can purchase them online by logging into your Cloud 9 Account or by contacting the Cloud 9 Travel Team. Pre & post nights must be purchased in the same room category and paid in full at the time of booking. They are non-refundable & non-transferable.
 No. All extra nights must be purchased in the same room category that you book for the event. 
Panic en la Playa works with the resort to offer you a discounted rate on the room. We also work with the resort to keep you in the same room for your entire stay.
 Rooms are priced based on double occupancy. You will have to pay the rate for two, even if it will just be you staying in the room for the extra night.
 No problem. Contact the Cloud 9 Travel Team to make your arrangements.
  Weather in Mexico this time of year is generally warm, but since most of the shows will be taking place outdoors, there is the chance of it being cool. Panic en la Playa suggests bringing some warm clothing just to be on the safe side. Other than that, anticipate wearing t-shirts and shorts pretty much the entire time. Bring your camera, ear plugs, sunscreen, bathing suit and rain gear.
 No illegal substances, alcohol, non-alcoholic beverages, food, weapons or pets. The use of illegal drugs is strictly prohibited at Panic en la Playa. All laws pertaining to drug use must be respected.
 You may bring any kind of camera to the event to shoot your vacation, however, filming and photography during the shows is strictly prohibited. In addition, drones are banned from Panic en la Playa. 
 Mosquitos are a reality when traveling in Mexico.  We recommend that all guests consider bringing insect repellant and wearing long sleeves and long pants if participating in excursions that include being in the jungle.  The CDC makes periodic recommendations, guests should keep themselves aware HERE.  Knowledge is power!