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

• A Cloud 9 Account is your personal profile.
• You need an account in order to book your reservation and everyone attending will need an account in order to check in.
• You can update your reservation, provide details to make your travels smoother, make payments, add or change your guest, find the Event’s Terms & Conditions, and more through your account.

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.

Can I split the cost with my roommate?

• If you know you and your roommate are splitting the cost of the room, gather all Credit Card information before booking.
• 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.

1st Payment: July 15th • 2nd Payment: August 17th • 3rd Payment: September 14th
4th Payment: October 14th • 5th Payment: November 15th

• A $25 fee will automatically be added to your deposit payment for joining the payment plan.
• Initial deposits must be paid by Credit Card but your remaining payments can either be made by Credit Card or via ACH.
• Reservations paid via ACH will receive a $50 reservation credit!
  • Sign into your Cloud 9 Account to fill out the ACH form.

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 $79 per person
• One Way Airport Shuttle is $49 per person
• Shuttles are ONLY available to the resort on January 13th & 14th.
• Shuttles are ONLY available to the airport on January 18th, 19th & 20th.
• Airport shuttles are NOT available during the event on January 15th, 16th & 17th.

How does it work?

• 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.
• 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.

What is Travel Insurance and why should I get it?

We strongly suggest guests purchase travel insurance – either in conjunction with your booking or from another provider. If we have learned anything in the past couple of years, it’s that you never know what can happen. It’s important to be prepared for anything. Protect your investment and get peace of mind by purchasing travel insurance.

We have partnered with IMG (International Medical Group) to offer three Travel Insurance plan options. Click below to compare the different policies and get quotes. You purchase your policy directly with IMG, any corrections or changes must be directed to them within 10 days of your policy purchase. Please be sure to read your policy as soon as you receive it by email.

You can add insurance to your reservation at the time of booking or later on, but keep in mind you MUST purchase a plan within 20 days of your initial deposit if you want Cancel For Any Reason coverage, if you have a pre-existing condition, or if you want cancellation because of work to be covered.

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, and improve the health of families, and support our efforts to protect and conserve natural resources in Central America and Haiti.
• Add Carbon Offsets when you book or through your Cloud 9 Account at any time.

What if I can no longer attend?

• You have the option to cancel your reservation or transfer it to another person.
• If you choose to sell your room, it is your responsibility to find a buyer and sort out the finances.
• Log into your Cloud 9 Account for details on how to transfer or cancel your reservation.

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 31st
• $225 fee from November 1st – December 9th

Add or Change Guest Name(s):

• Complimentary through September 15th
• $125 fee from September 16th – October 31st
• $225 fee from November 1st – December 9th

There will be no changes made to reservations starting December 10, 2022 – 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, but due to the nature of the event, we cannot guarantee the request will be met.

The room type I wanted sold out…now what?

• We do not allow for any room downgrades, however, you can upgrade your room if there is availability.
• Sign into your Cloud 9 Account to indicate a room preference on the Upgrade Form by selecting the Travel Info button
• 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.
• View the Event’s Terms & Conditions HERE.

Can I reinstate a cancelled reservation?

• You can reinstate a reservation cancelled for non payment within 48 hours your cancellation (based on availability).
• A $75 per person Reinstatement Fee will be applied.
• If your reservation was cancelled due to non-payment, you must pay the outstanding balance and reinstatement fee.
• Please contact the Travel Team to begin the process.

Can I bring my family?

Of course! Kids are welcome at Panic en la Playa. There are multiple pools, a waterpark, zipline, and kids club – not to mention all the music and event activities – for your whole family to enjoy!

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.

How do I add kids to my reservation?

• Select your room occupancy based on the number of adults in the reservation. Be sure to select a Deluxe Gold or Rock Suite as children are not permitted in Sky Terrace rooms.
• The maximum occupancy for a room with double beds is 2 adults + 2 children in a double occupancy or 3 adults + 1 child in a triple occupancy.
• Add each child’s name and birthdate in the Preferences and Special Requests comments box.
• Cribs are available upon request. Please include in the Preferences and Special Requests comments box as well.

Can I request adjoining rooms for my family?

• If you would like to request adjoining suites please reach out to the travel team and book either a Deluxe Gold with Double Beds + Deluxe Gold with King Bed or Deluxe Gold with Double Bed + Double Sky Terrace.  Adjoining suites are also available in the Premium and Concert Courtyard rooming categories.

What travel documents do I need?

• You MUST have a valid Passport to fly to Mexico
• You must present an immigration card (issued to you when you go through US immigration at the airport) at the time of check in that indicates on which day you will be flying out of Mexico.  Any guest that does not present an immigration card is subject to a 16% VAT tax.

Is airfare included in the trip cost?

• No. All guests are responsible for booking their own airfare.

What airport should I fly into?

• Cancun International Airport (CUN)

How far is the resort from the airport?

• Hard Rock Riviera Maya is located about 60 minutes from the Cancun Airport.

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

• Log into your Cloud 9 Account and click “Your Account” in the top right hand corner.
• Select “Your Reservations” from the dropdown.
• You will see your reservation and a button that says “Enter Flight Info”.

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. Booster seats for children over 2 are not available.

What is the currency in Mexico?

• Pesos. However, US Dollars are also accepted!

Can I pay with US currency?

• Yes; however, your change may be returned in Pesos.

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

• Tipping is customary but not expected for hotel staff such as bellmen, housekeepers & bartenders.
• A couple bucks here or there is always appreciated.

What if I have accessibility needs?

• If you need accommodations with specific ADA amenities in the room (toilet height, bed height, door widths, roll in shower) please be sure to book a Deluxe Gold with king bed.
• If you have mobility issues but do not need a roll in shower, etc please indicate your issue in your medical notes and the hotel will place you in an appropriate area that best suites your needs.
• Please contact the Accessibility Coordinator with any questions or concerns.
• Wheelchairs, scooters, and amphibious chairs (with larger tires that can traverse sand and are water friendly) can be rented and delivered to the hotel through Playa Mobility.
• We offer ADA transportation to and from the airport for those in need.
  • Please purchase your airport shuttle then contact the Travel Team at least 60 days prior to the start of the event to make arrangements.
• There is an ADA Viewing platform in the Main Stage Concert Courtyard venue.

Are there any additional fees?

• There is a $49 ticketing fee which includes a $5 surcharge to our non-profit partner Positive Legacy.
• All taxes and fees are included at the time of booking.
• Anyone unable to present a stamped passport at check in with your return verified by an immigration agent may be assessed an additional 16% tax.
• Biometric Immigration – We do not recommend going through the newly implemented biometric immigration.  If you do, please keep the receipt that the machine gives you when go through.  That may be needed for your departure.  Please take the time to fill out the form attached to the QR code on the receipt to avoid delay at check in.

I’m staying in the area during the event. Can I buy a day pass to the shows?

• No day passes or individual show tickets are offered. All guests must be booked through Cloud 9 Adventures and be staying at Hard Rock Riviera Maya to attend.

When do we check in and check out of the resort?

• Check In begins at 4pm
  • If you arrive earlier, you are still able to check into the hotel and use the resort facilities, but your room may not be ready until after 4pm.
• Check Out is by 11am on your departure day
  • There are NO late check outs.
  • If your flight is later in the day you will be able to use the resort facilities until 6pm.

Members of my party are arriving later than me, can we check in at different times?

• No worries, you can check in at separate times. Just make sure you each have your own room key and event wristband.

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.

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?

• In case of emergency, call the Front Desk.
• 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 guest’s room.
• Guests with any pertinent medical information or specific medication needs are asked to notify us in advance.
• Event Safety is also available 24 hours a day with a variety of staff, including EMTs licensed in the US.

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

• You will have access to free WiFi 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.

Will negative tests be required at check in?

• As of January 4th, 2023 : A negative test is NOT required at Check-In.
• Negative tests MAY be required at Check-In. More information will be sent to booked guests as we get closer to our trip.

Will a Covid vaccine be required to attend?

• While the event may not require a vaccination to attend, the resort or airlines might require this in order to travel / check-in. More information will be released closer to the event when we know what conditions are like.

Will masks be required?

• Masks are currently required in public indoor areas (including Check In, Lobbies & Restaurants) unless you are eating or drinking.
• Masks are also currently required in event shuttles to/from the airport or any off-site excursions.
• Masks may be required during the event. We will update booked guests as we know more.

What happens if I test positive for Covid at the event?

• If you are not feeling well, you should call the Front Desk. They will arrange for you to be tested for COVID-19.
• If you test positive, you will be required to quarantine until you test negative or until you are cleared by the doctor.

Will a test be provided for departure?

• UPDATED June 12, 2022 :: the CDC will no longer require air passengers to get tested and show a negative COVID-19 test result or show documentation of recovery from COVID-19 prior to boarding a flight to the United States regardless of vaccination status or citizenship. Please note, the CDC’s Order requiring proof of vaccination for non-citizen nonimmigrants to travel to the United States is still in effect. More information can be found HERE.
• June 2, 2022  :: A negative Covid-19 test is required by the U.S. Government within 24 hours of travel by air into the United States.
• This is monitored every 60 days and should the travel requirements change again prior to our trip, booked guests will be notified via email.

What Covid policies can I expect at the resort?

We are keeping in close contact with the resorts to monitor their safety procedures and make sure we are in compliance with the current recommendations. As of now, the Front Desk staff utilizes plexiglass shields, face masks, social distancing practices, and QR codes to provide as little contact as possible.

Hard Rock Riviera Maya has implemented the global Hard Rock SAFE+SOUND program powered by Ecolab. This comprehensive, enhanced cleanliness and sanitation plan consists of added precautionary measures throughout all aspects of the guest experience; and has been created in accordance with guidelines and recommendations issued by The WHO, CDC, and local health authorities.

The resort will be implementing procedures continuously to keep the rooms and common areas as safe and clean as possible.

What steps are being taken by Amstar to ensure our transportation is disinfected?

Amstar has developed a SAFE AND CLEAN program that will be the new standard applied throughout your vacation experience to ensure both customers and Amstar teammates’ protection.

They have implemented safety protocols such as mandatory masks at the airport and on shuttles (this applies to the airport shuttles and excursion shuttles) sanitization of vehicles before and and after each transfer, sanitization of luggage prior to loading vehicles, social distancing, and reduced capacities. Hand sanitizer will also be available for guests and staff before, during, and after transfers.

In addition, excursion suppliers have enhanced their protocols and safety measures. We will inform guests of all safety protocols when excursions are announced at a later date.

If I contract Covid just before the event, can I request a refund?

• Your vacation is non-refundable. We highly encourage all guests purchase a travel insurance policy.
• There are many different policies out there to explore. We have done the legwork and offer policies that cover Covid related illness and a Cancel for Any Reason benefit.

If I become too nervous to travel after I purchasing a reservation, can I get a refund?

• No. The event is non-refundable. If you feel concerned that you may change your mind and not want to attend, you should consider purchasing a travel insurance plan that offers Cancel For Any Reason benefits.

What happens if the event is postponed due to Covid-19?

• If the event is postponed due to unforeseen circumstances, you can hold onto your reservation and it will be honored for the rescheduled dates or you will be given the opportunity to request a refund.