FAQ

Booking FAQ

 Your Cloud 9 Account is your personal profile. Every guest attending Closer to the Sun is required to have an account. 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, such as dietary or medical notes.
As a part of our loyalty program, all guests who attended Closer to the Sun in the past will receive a unique Password to reserve a room during the Pre-sale on May 30, 2018.
 The Public On Sale for Closer to the Sun will be May 31, 2018. All rooms are sold on a first come, first served basis. We encourage 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 clicking the "My Account" or "BOOK NOW" buttons at the top of this website.
Closer to the Sun does not allow for any room downgrades. However, you can upgrade your room if there is any availability.
 In the spirit of fairness to all guests, Closer to the Sun and the Hard Rock Hotel DO NOT take room location requests.
 Yes! Closer to the Sun is fun for the whole family! Learn more about bringing your children HERE and be sure to check out the Hard Rock's awesome extreme sports facility, Woodward.
 The initial deposit must be paid by credit card at the time of booking.

  • Closer to the Sun accepts major credit cards including Visa, MasterCard, and Discover.
  • We DO NOT accept American Express.
  • 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 Closer to the Sun 2014, LLC and send to:

Cloud 9 Adventures c/o Travel Department
105 E Atlantic Ave. Suite 200 
Delray Beach, FL 33444

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.
Please refer to our cancellation policy HERE. You can also do a name change and transfer your reservation to someone else. It is always a great idea to purchase travel insurance to protect yourself from the unexpected.
Closer to the Sun 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 Plan.
Yes. Please click HERE to review our name change fees and procedures.

Resort FAQ

Check-in begins at 3 PM. Check-out is by noon on the day of your departure.
 Yes! Both food and beverages (including alcohol) are part of your all inclusive package. Breakfast, lunch and dinner, plus a variety of buffet style snacks are available throughout the day and evening.
 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.
Resort Credits allow you to use the Hard Rock resort amenities for just a 20% Service Fee. Resort Credits are applied to your room upon check in and can be used for Spa treatments, access to Woodward, Hard Rock tours/excursions, golf and more! Check out more information on Resort Credits HERE.
Woodward Riviera Maya is an action park sports complex filled with an indoor concrete skatepark, launch ramps, foam pits, ninja obstacle courses, trampolines and even a cafe / snack bar. If you are an active sports enthusiast, bring your equipment along and enjoy some time shredding on your next level adventure. Don't have your own gear? No worries - Woodward has equipment for you to use.
No. Due to resort policies, skateboards, bicycles, roller blades, scooters and all other forms of wheeled transportation are strictly restricted to Woodward Riviera Maya action park.
During the event, you have complete access to the entire resort! However, during the pre and post nights, regular resort operations will apply.
Yes. There is one located in the Hacienda lobby and one located in the Heaven lobby. They both dispense Mexican pesos. Fees will apply.
 Yes, however your change will be returned in Mexican pesos.
 Tipping is customary but not expected for hotel staff such as bellmen & housekeepers.
 Reservations will not be accepted during the event except if you wish to dine at a Teppanyaki table. 
 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 Closer to the Sun posters, t-shirts, and other cool stuff!
 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.
 Every room at the resort is equipped with a digital safe. We advise all guests to store their jewelry, cash and other valuables in this secure place. Closer to the Sun 2014, LLC is not responsible for any lost or stolen items.
There is no dress code during the event. However, if you plan on staying extra days, the Hard Rock Hotel Riviera Maya's dress code applies. Think resort casual.
 Yes. The Hard Rock Hotel Riviera Maya offers free on-site parking.

Experience FAQ

 All performances will take place at the Hard Rock Hotel Riviera Maya, conveniently just steps away from your suite!
 The schedule for Closer to the Sun will be posted a few weeks before the event.
Bands will be performing November 30th, December 1st, 2nd, & 3rd.
 Yes! There will be event merchandise that can be purchased with all major credit cards or US currency. The store will open at 12 PM on November 30th.
 The theme will be announced closer to the time of the event. Stay tuned for details!
Of course! You will be able to fill your days with a number of activities. Activities in the past have included the Annual Closer To The Rim basketball tournament, Margarita Madness with SOJA, and Wake N' Bacon with Miles Doughty. This year's activities will be announced closer to the event. Stay tuned for more info!
 Due to the intimate nature of the event, we do not sell any day passes or tickets to the shows. All guests must be booked through Cloud 9 Adventures and staying at Hard Rock Riviera Maya to attend the concerts and activities.
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.
Positive Legacy coordinates environmental and humanitarian service projects down in Mexico servicing the local communities. There will be a Day of Service where guests can actively participate in making an impact on the lives of the people in the surrounding community. There will also be an Auction with unique items and signed memorabilia to raise funds to support ongoing projects. More details will be announced in the coming months!

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 Closer to the Sun 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 Closer to the Sun. 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 no single rate rooms available for Closer to the Sun, 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 two nights after the event. These rates are only available November 27th, 28th, 29th, December 4th & 5th. 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. Extra nights must be purchased in your same room category and paid in full at the time of booking. They are non-refundable & non-transferable and since the resort is open to the public during the pre and post nights, additional nights are based on availability.
 No. All extra nights must be purchased in the same room category that you book for the event. 
Closer to the Sun 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. Closer to the Sun 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 Closer to the Sun. All laws pertaining to drug use must be respected.
 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!
Travel insurance is there to help you in the case of an emergency. It can alleviate unexpected travel costs due to delays/cancellations, along with medical expenses in the unfortunate scenario of a hospital visit. To get a quote for your reservation, click HERE.