I attended Closer to the Sun in the past – When can I make a reservation?

• The Returning Guest Pre-sale will take place on June 3rd, 2025.
• Every guest who has attended Closer to the Sun will receive a unique password via email on May 28th by 3pm ET that will allow them to book a room during the Returning Guest Pre-sale.
• One Pre-sale password will allow you to book one room.
• Pre-sale passwords are non-transferable and can only be redeemed by the password holder.
• If you are a returning guest and have not received an email by 6pm ET on May 28th, please check your spam/promo folders before contacting the Travel Team.
• ☀️ The more Closer to the Sun trips you’ve attended, the earlier your booking time will be. ☀️
• 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 will remain active until the Public On Sale begins.

I’ve never been to Closer to the Sun – When can I make a reservation?

• If you have never been to Closer to the Sun before, you can opt into the Pre-sale HERE.
• You MUST opt-in by 11:59pm ET on June 1st to access the Pre-sale on June 4th. 
• If you are a first timer who opted in before the lineup announcement on May 28th:
  • You will receive a Pre-sale password by 6pm ET on May 28th.
  • Your Pre-sale booking time will be 12 pm ET on June 4th.
• If you are a first timer who opted in after the lineup announcement on May 28th:
  • Your Pre-sale booking time will be 12:30 pm ET on June 4th.

• If you did not opt-in for the Pre-sale, there will be a Public On Sale on June 4th, 2025 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 will need their own 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 choice resort. 
• Step 3:  Select your room type.
  • Be sure to have a few back up choices in case your first choice is sold out.
• Step 4: 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 5: 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 6: 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 7: Choose how to pay.
  • Let us know who will be financially responsible for your Closer to the Sun reservation. Select ‘Pay in Full’ or opt into the Payment Plan for a one-time fee of $25.
• Step 8: Accept Terms & Conditions.
  • Enter your card information and acknowledge automatic billing if you are joining the Payment Plan.
• Step 9: 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 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?

• 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 supply 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 processed on the 19th of each month starting in July and ending in November.

• 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 if I have accessibility needs?

• If you require special needs support, first floor accommodations due to mobility issues, or additional assistance, please contact the Accessibility Coordinator.
• Make sure you have notes of your mobility / medical conditions in your Cloud 9 Account and in the Preferences section of your reservation.
• For booking accommodations with specific ADA amenities in the room (such as toilet height, bed height, door widths, roll in shower) you should book a Hard Rock Riviera Maya Deluxe Gold room with King Bed and contact the Accessibility Coordinator. 
• If you have mobility issues, but do not need a roll in shower, etc please book and indicate your issue in your medical notes. The hotel will place you in an appropriate area that best suites your needs.
• Wheelchairs, scooters, and amphibious chairs (with larger tires that can traverse sand and are water friendly) can be rented and delivered to either hotel through Playa Mobility.
• We offer ADA transportation to and from the airport for those in need.
  • These vehicles have an electric wheelchair ramp and need to be requested with as much advance notice as possible.
  • Please purchase your airport shuttle then contact the Travel Team asap to confirm your needs
  • Include details in the email regarding your any ADA equipment you may be traveling with.
  • Should you not need the electric wheelchair ramp and just need additional space inside the vehicle to store for your ADA equipment, please include this info in your email.
• There is an ADA Viewing platform in the Main Stage Concert Courtyard venue at Hard Rock.

Can I book extra nights at the resort?

• The first night of shows is January 10th. The last shows take place on January 13th, and main check out day is January 14th.
• Please note that any additional night(s) booked do not include access to Hard Rock Riviera Maya. If your reservation is at Barceló Maya Beach or UNICO, access to Hard Rock is only available during the main event dates (January 10th-13th).
• Extend your stay by arriving early to get settled or enjoy a full day of relaxation before heading home! Purchase one of our additional night packages to enjoy a discount and bundle the cost of the additional night(s) as part of your payment plan:
  • Pre-game Package: check in January 9th + check out January 14th
  • Decompression Package: check in January 10th + check out January 15th
  • Maximize your vacation with the Whole Enchilada Package: check in January 9th + check out January 15th. 

• Pre and post nights can be added to any Main Event Package.
  • They must be paid for at the time of purchase and are non-refundable.
  • If you are considering booking additional nights, we highly recommend booking your pre and post nights early, as they may sell out.
  • If you have not already purchased additional nights, please check with the Travel Team prior to purchasing your flights.

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 8th, 9th & 10th.
• Shuttles are ONLY available to the airport on January 14th & 15th.
• Airport shuttles are NOT available during the event on January 11th, 12th & 13th.

How does it work?

• The shuttles ONLY run to/from the Cancun International Airport (CUN) to/from the Hard Rock Riviera Maya, Barceló Maya Beach, or UNICO.
• In order to utilize event transportation, you must be arriving at the airport and immediately traveling to the resorts. We cannot provide transportation to people who arrive before Closer to the Sun 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 Closer to the Sun 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.
• During the complimentary period, the Lead Guest can log into their Cloud 9 Account to replace or add a guest on the reservation.
• After the complimentary period, the Lead Guest can must log into their Cloud 9 Account to fill out the name change/guest addition form to replace or add a guest on the reservation.
• Please note, a guest with financial responsibility cannot be removed from a reservation without their permission.

Change the Lead Guest:

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

No Lead Guest changes will be accepted starting December 1st.

Add or Change Guest Name(s):

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

No name changes will be accepted starting December 1st.

What is the cancellation policy?

• All deposits and payments for Closer to the Sun 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
  • $699 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 $99/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 (double beds) 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:
  • Deluxe Gold with Double Beds + Deluxe Gold with King Bed
  • Deluxe Gold with Double Beds + 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 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 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 and departs to/from Cancun International Airport (CUN).
  • 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 booking. 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 or there is always appreciated and goes a long way.

Do the resorts have an ATM?

• Yes, you can find an ATM at both resorts.

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, but 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.

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 and we will help communicate.

When and where is all the music happening?

• There will be four unforgettable nights of entertainment – January 10th, 11th, 12th, & 13th.
• All performances take place at Hard Rock Riviera Maya.
• There are 3 unique stages set up at Hard Rock for Closer to the Sun – a beachfront daytime stage for afternoon & sunset shows, a main stage courtyard for evening performances, and a late night stage to keep the party going!
• Please note, no music or programming will take place at Barcelo Maya Beach or UNICO. Shuttles will be available to transport guests staying at these resorts to the Hard Rock during the event.

Is there assigned seating at the shows?

• There is NO assigned seating at any venue.
• There are some open seating options available in the Concert Courtyard as well as some lounge chairs available near Hard Rock’s Beach Stage for daytime shows.

When will the music schedule be released?

• The schedule will be posted a few weeks before the event.
• We want to make sure that you’ll be able to see each and every band perform, so there will be no conflicting show times.