I attended Panic en la Playa in the past – When can I make a reservation?

• The Returning Guest Pre-sale will take place on May 20th, 2025.
• Every guest who has attended Panic en la Playa in the past will receive an email on May 15th by 6pm ET with a unique password that will allow them to book a room during the Returning Guest Pre-sale.
• If you are a returning guest and have not received an email by 12pm ET on May 16th, please check your spam/promo folders before contacting the Travel Team.
• Booking times are based on trip history and years attended.
• One Pre-sale password will allow you to book one room. Pre-sale passwords for returning guests are non-transferable and can only be redeemed by the password holder.
• Receiving access to the Pre-sale does not guarantee a room will be available – more Pre-sale passwords are sent out than rooms are available.
• Pre-sale passwords remain active until the Public On Sale begins.

I’ve never been to Panic en la Playa – When can I make a reservation?

• If any rooms remain after the Pre-sale, there will be a Public On Sale on May 21st at 1pm ET.
• You will not need a password to book during the Public On Sale.
• Learn more about how to get started below!

Getting Started – What is a Cloud 9 Account & why do I need one?

• A Cloud 9 Account is your personal profile, a hub for all your Cloud 9 reservations and a place to manage your current trip.
• You will need a Cloud 9 Account in order to book a reservation. Everyone attending needs a Cloud 9 Account in order to be officially added to the reservation, make payments, and check in to the event.

How do I book a room?

• You can book a reservation by logging into your Cloud 9 Account or by clicking “BOOK NOW”.
• One person in the room will book the reservation and be considered the “Lead Guest.” They will add additional guests as part of the reservation process.
• Be sure to have your credit card in hand before you start the booking process.
• Step 1: Select the number of adults staying in your room. There are rooms available for occupancies of 1, 2, 3, or 4 adults. You will be able to add your guest(s) during booking. If adding children, you will add them through your Cloud 9 Account after making your reservation.
• Step 2:  Select your room type. Be sure to have a few back up choices in case your first choice is sold out.
• Step 3: Select add-ons. The event offers extra nights, airport shuttles and more when you select your room. Extra items can also be added at a later date based on availability.
• Step 4: Review your reservation. You can remove add-ons by clicking the word “remove” below the item. Hit “Check Out” once your reservation is all set.
• Step 5: Add your guest. You will see your information listed as Guest 1. Below, add your guest information for Guest 2. If you do not know who your guest will be at the time of booking, no problem! Check the box “Will provide name later”. Please see the name addition/change fee schedule if choosing not to add a guest at the time of booking.
• Step 6: Choose how to pay. Let us know who will be financially responsible for your Panic en La Playa Trece reservation. Select ‘Pay in Full’ or opt into the Payment Plan for a one-time fee of $25.
• Step 7: Accept Terms & Conditions. Enter your card information and acknowledge automatic billing if you are joining the Payment Plan.
• Step 8: Protect your reservation. After you complete your booking, you will be directed to a page which allows you to purchase travel insurance. You can insure your trip with anyone but we have done the legwork for you. We partner with IMG to provide plans that cover the per person cost of your reservation. To ensure you are fully covered, you will want each guest to have their own plan purchased.

How much does it cost to make a reservation?

• Packages are priced per person and in USD.
• A $250 non-refundable deposit ($500 if booking a Rock Suite) per person is required to reserve a room.
  • This deposit goes towards the total cost of your reservation.
• Initial deposits must be paid by Credit Card. We accept Visa, MasterCard, Discover, and American Express.
• A $59 ticketing fee per person will apply (includes a $5 donation to Positive Legacy).

Can I split the cost with my roommate?

• At the time of booking, there will be an option to have 100% financial responsibility or split the financial responsibility with your guest(s).
• If splitting financial responsibility, the Lead Guest will first need to pay their deposit to make the reservation.
• Following immediately after, the additional guest(s) of the reservation will need to log into their Cloud 9 Account(s) to submit the remaining deposit(s) to confirm the reservation.
  • Deposits must be paid within 24 hours or the reservation is subject to cancellation.
• Financial responsibility can also be split after the reservation is booked by contacting the Travel Team via email.

What are the payment plan options?

You can either pay in full or enroll in our automatic monthly payment plan. You will have five monthly payments automatically processed on the 19th of each month starting in June and ending in October.

• A one-time $25 payment plan fee will be added to your initial deposit payment for joining the payment plan.
• If we do not receive your payment after the 48 hour grace period, you will be assessed a $35 declined payment fee.

What does the airport shuttle cost?

We have partnered with Amstar DMC, a third party transportation company in Mexico, to offer airport shuttle options.

• Roundtrip Airport Shuttle is $84 per person.
• One Way Airport Shuttle is $54 per person.
• Shuttles are ONLY available to the resort on January 19th & 20th.
• Shuttles are ONLY available to the airport on January 24th, 25th, & 26th.
• Airport shuttles are NOT available during the event on January 21st, 22nd & 23rd.

How does it work?

• The shuttles ONLY run to/from the Cancun International Airport (CUN) to/from the Hard Rock Riviera Maya.
• In order to utilize event transportation, you must be arriving at the airport and immediately traveling to Hard Rock Riviera Maya. We cannot provide transportation to people who arrive before Panic en la Playa and stay at a different resort in the area.
• Flight information MUST be entered into your Cloud 9 Account so we can arrange your shuttle.
  • If you fail to enter your flight information, we are not responsible if there is no shuttle for you.
  • If your flight arrives before 6am ET, you will need to purchase a Pre Night to ensure shuttle transportation for your arrival time and to check in to the resort.

What is a Carbon Offset?

• By purchasing a Carbon Offset, you are offsetting the emissions from your personal travel to the event (your carbon footprint).
• Carbon offsets purchased through Panic en la Playa support Trees, Water & People and offer not only an opportunity to reduce your environmental impact, but to also curb deforestation rates, improve the health of families, and support our efforts to protect & conserve natural resources in Central America.
• Add Carbon Offsets when you book or through your Cloud 9 Account at any time!

How do I add or change my guest?

• The Lead Guest is the only person on the reservation that can initiate changes, such as adding a guest or making a name change.
• To replace a guest or add a name on the reservation, the Lead Guest must contact the Travel Team.
• Have everyone in your reservation create a Cloud 9 Account.

What are the fees to add or change a name on my reservation?

Change the Lead Guest:

• $150 fee through October 15th
• $225 fee from October 16th – November 30th

Add or Change Guest Name(s):

• Complimentary through August 31st
• $125 fee from September 1st – October 15th
• $225 fee from October 16th – November 30th

There will be no changes made to reservations starting December 1st, 2025 – No Exceptions!

Can I make a room location request?

• In the spirit of fairness to all guests, we DO NOT take room location or building requests.
• You can request to be close to your friends by emailing the Travel Team with everyone on copy. We will do our best to accommodate; however, due to the nature of the event, we cannot guarantee the request will be met.

The room type I wanted sold out…now what?

• If you already have a reservation for Panic en la Playa but would ideally like another room type, fill out the Upgrade Form located in your Cloud 9 Account.
• The Travel Team will contact you if anything becomes available between now and the event.
• Should an upgrade become available, you will be required to pay the cost difference between suite types.

What is the cancellation policy?

• All deposits and payments for Panic en la Playa are non-refundable.
• The Event HIGHLY recommends that all guests purchase Travel Insurance that includes Cancel for Any Reason coverage.
• Cancellations are only accepted from the Lead Guest with the understanding that the entire reservation will be cancelled.
• If one person in your reservation needs to cancel or will not be attending contact the Travel Team to let them know and to receive instructions if you are filing an insurance claim.
• All cancellations must be submitted in writing by completing the cancellation form located in your Cloud 9 Account.
• You are also able to transfer your reservation to another person, per the name change guidelines above.

How much does it cost to bring my kids?

• Rates are based on the age of the child at the event, not at the time of booking the reservation.
  • FREE for children 3 years of age and under
  • $599 for children between ages 4 to 12
  • Kids 13 and older are considered adults
• Kids fees are non-refundable. Be sure your kids are attending before adding them to your reservation.
• Extra nights for kids age 4-12 are $89/night per child for standard rooms or $149/night per child for suites.
• If utilizing event transportation, shuttles must be purchased for everyone, regardless of age.
  • Car seats are available for children 2 & under upon request. Indicate this in the Transfer Notes when you enter your flight information at least 30 days prior to arrival.
  • Most airlines will allow parents to check car seats free of charge. If you wish to bring your own car seat, check with your booked airline for more info.

How do I add kids to my reservation?

• At the time of booking, select your room occupancy based on the number of adults attending.
• After booking, log into your Cloud 9 Account to fill out the Kids Form. Our Travel Team will reach out to take care of the rest!
• The maximum occupancy for a double occupancy room with double beds is 2 adults + 2 children.
• The maximum occupancy for a double occupancy room with a king bed is 2 adults + 1 child.
• The maximum occupancy for a triple occupancy room is 3 adults + 1 child.
• If you are bringing three children you must purchase two rooms. Adjoining rooms are available to families upon request. (see below)
• Cribs and Pack and Plays are available at Hard Rock upon request. Please include in the Preferences and Special Requests comments box in your reservation.

Can I request adjoining rooms for my family?

• If you would like to request adjoining rooms, please reach out to the Travel Team and book either:
  • Hacienda Deluxe Gold with Double Beds + Hacienda Deluxe Gold with King Bed
  • Hacienda Deluxe Gold with Double Beds + Hacienda Double Sky Terrace
• Adjoining rooms are also available in the Premium and Concert Courtyard rooming categories.
• There is a limited number of adjoining suites on property. The hotel will do their best to accommodate, but we cannot guarantee all requests will be met.

What travel documents do I need?

• You MUST have a valid Passport to fly to Mexico.
• Please note, Immigration procedures have changed at CUN Airport. Immigration cards are no longer distributed. Please make sure you receive an exit stamp when proceeding through Customs.
• Any guest that does not present an exit stamp is subject to a 16% VAT tax.

I purchased the shuttle. How do I add my flight information?

• Log into your Cloud 9 Account and select the button “Enter Flight Info”.
• Please only add the portion of your flight info that directly arrives & departs to/from the Cancun International Airport. (If you are on a flight with a layover, we only need the portion of the flight that pertains to arriving/departing CUN.)

What if my flight is delayed?

• If your flight is delayed, Amstar will track your arrival time and make the proper accommodations.
• However, if you book a completely new flight or new arrival date, contact the Travel Team immediately to let us know.

Do I need to add the shuttle for my kids?

• All children, regardless of age, who are taking the event’s shuttle MUST purchase transportation.
• Car seats for children under 2 are available upon request. Please add this request in your Transportation Notes after purchasing. Booster seats for children over 2 are not available.
• If you would like to bring your own car seat, most airlines will allow you to check it free of charge. Please reach out to your booked airline for more information.

What is the currency in Mexico?

• The local currency is Pesos; however, US Dollars are also accepted. Please note, your change may be returned in Pesos.

Do I tip while in Mexico? If so, how much?

• Tipping is not expected, but a couple bucks here and there is always appreciated & goes a long way.

Are food and drinks included?

• Absolutely. Your all-inclusive package covers food and beverages, including alcohol!
• Enjoy breakfast, lunch, dinner, and late night bites after the shows at no additional cost.
• There is also complimentary 24 hour room service.

Can I make dining reservations?

• Guests will be able to make reservations for with the concierge in either Hard Rock lobby.

Is there a dress code during the event?

• There is no dress code, but shirts and shoes are required in all dining areas.
• If you plan on coming early or staying late, the restaurants do have a dress code. Think resort casual, but be sure to bring a pair of pants with you.

Will vegetarian, vegan & gluten-free options be available?

• Vegetarian, vegan & gluten-free options will be available at all meals.
• You should tell the host of the restaurant or buffet and they will let your waiter know.
• If you haven’t already, update the Dietary Request section of “Your Profile” in your Cloud 9 Account.

Are there any medical facilities at the resort?

• Event Safety is on call 24 hours a day with professional medical staff, including EMTs licensed in the US.
• A registered nurse with regular office hours is available at the resort as well.
• In the event of a medical emergency, call the front desk as a medical doctor is on call 24 hours a day.
• If a doctor is called, there will be a charge put on the guest’s room.
• Guests with any pertinent medical information or specific medication needs are asked to notify us in advance.

In case of an emergency back home, how can I be contacted at the resort?

• You will have access to free Wi-Fi to stay connected during your trip. iMessage and WhatsApp are both great ways for your family to stay in touch while you are away.
• The Cloud 9 Team can be reached via email at [email protected] and we will try to help communicate.