Resort FAQ
When do we check in and check out of the resorts?
- Check In begins at 4pm ET.
- If you arrive earlier, you are still able to check into the resort and enjoy the resort’s amenities; however, your room may not be ready until after 4pm ET.
- Check Out is by 11am ET 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 amenities until 6pm ET.
Members of my party are arriving later than me, can we check in at different times?
- Yes, you all can check in at separate times!
- Upon arrival, make sure your party checks in with the resort and with the event to collect their room keys, event wristbands, and welcome gifts.
What are some of Hard Rock’s amenities?
Full Service Spa & Salon • On Site Waterpark • Specialty Restaurants, Buffets & Poolside Brick Oven Pizza • Complimentary 24-Hour Room Service • Multiple Bars, Lounges & Pop-Up Bars • Coffee Shops • Fully Equipped Fitness Center • Free Wi-Fi
What in-room amenities are available at Hard Rock?
Free Wi-Fi • Private Balcony or Terrace • Hydrospa Tub • Electronic Safe • In-Room Mini Bar (stocked once daily) • Free International Calling to the US • Hair Dryer • Coffee and Tea Maker • Iron and Ironing Board • Cable TV
How do I make a spa appointment or reserve a Bali Bed at Hard Rock?
Secure Hard Rock Spa & Bali Bed reservations in advance by emailing Hard Rock’s Vacation Planners with the subject line “Closer to the Sun Vacation Planner Request” and include the following info –
- Your Full Name
- Service You Want To Book (ex. relaxing massage 50 Min)
- Requested Date (ex. January 12th)
- Preferred Time (ex. 10:00 am)
- Therapist (Male or Female)
You can also make spa appointments when you arrive with the Hard Rock Vacation Planners at check-in or located in both lobbies during the event.
Is there an ATM at the resort?
- There are ATMs by the Front Desk in both lobbies at Hard Rock that dispense Pesos.
- Fees will apply, so try to plan ahead!
Is there a Lost and Found?
- Lost & Found is located at Hard Rock’s Front Desk in both lobbies.
- There will also be flip flop drops by the Heaven & Hacienda pools.
What are some of Barcelo Maya Caribe’s amenities?
Beautiful Swimming Pools • White Sand Beaches • Complimentary 24-Hour Room Service for Premium Level Guests • Spa & Salon • Specialized Mini Bar Stockings • Five Unique Restaurants • Fitness Center • Free Wi-Fi
What in-room amenities are available at Barcelo Maya Caribe?
Free Wi-Fi • Private Terrace or Balcony • Electronic Safe • Specialized In-Room Mini Bar (stocked once daily) • Hair Dryer • Coffee Machine • Cable TV
How do I make a spa appointment and additional services at Barcelo Maya Caribe?
Details on how and when you can book spa appointments will be available closer to the event. There are no Bali Beds available to reserve. The pool area and beach at Barcelo Maya Caribe is expansive with several seating options that offer easy access to the pool and to the beach!
Is there an ATM at the resort?
- There is an ATM near the Lobby at Barcelo Maya Caribe that dispenses both Pesos & US Dollars.
Is there a Lost and Found?
- Lost & Found at Barcelo Maya Caribe is located at the Front Desk.
What are some of UNICO 20°87°’s amenities?
Three Beautiful Swimming Pools • White Sand Beaches • Complimentary 2- Hour Room Service • Spa and Salon • Specialized Mini Bar Stockings • Complimentary In-room Aromatherapy • Five Unique Restaurants • Five Bars with Devoted Mixology Programs • Fitness Center • Free Wi-Fi
What in-room amenities are available at UNICO?
Free Wi-Fi • Terrace or Balcony with Hydrospa Tub • Electronic Safe • Specialized In-Room Mini Bar (stocked once daily) • Hair Dryer • Coffee Machine • Cable TV • Complimentary In-room Aromatherapy
How do I make a spa appointment and additional services at UNICO 20°87°?
Details on how and when you can book spa appointments will be available closer to the event. There are no Bali Beds available to reserve. The pool area & beach at UNICO are expansive with several seating options that offer easy access to the pool and to the beach.
Is there an ATM at the resort?
- There is an ATM near the Lobby at UNICO that dispenses both Pesos & US Dollars.
Is there a Lost and Found?
- Lost & Found at UNICO is located at the Front Desk.
Are food and drinks included?
- Absolutely! Your all-inclusive package covers food and beverages, including cocktails & mocktails!
- Enjoy breakfast, lunch, dinner, and late night bites after the shows at no additional cost.
- There is complimentary 24-hour room service for Hard Rock, Barcelo Maya Caribe Premium Level guests, and UNICO guests.
- Barcelo Maya Caribe & UNICO guests have access to all bars and restaurants at their home resort plus at Hard Rock Riviera Maya!
Is there a dress code during the event?
- If you are staying at Hard Rock, there is no dress code, but shirts and shoes are required in all dining area.
- If you plan on coming early or staying late at Hard Rock, the restaurants do have a dress code. Think resort casual but be sure to bring a pair of pants with you.
- If you are staying at Barcelo Maya Caribe or UNICO, a “resort casual” dress code (collared shirts, slacks, sun dresses) is enforced during dinner meals. No shorts or open toe shoes in the speciality dining restaurants.
Will vegetarian, vegan & gluten-free options be available?
- Vegetarian, vegan & gluten-free options will be available at all meals at all resorts.
- 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 to stay in touch while you are away.
- The Cloud 9 Team can be reached via email and will help communicate.