I missed the chance to book, is there a Waitlist I can join?

• Yes! Please join the Waitlist below to show you are still interested in attending and if anything becomes available, the Travel Team will reach out to you.
• Should a room become available, we will contact guests via email in the order in which you signed up.

When can I make a reservation?

• If you are a returning guest or opted into the Pre-sale, you are able to book a room on June 9, 2026 prior to the Public On Sale.
  • If you do not have your password or having difficulties booking your reservation, please contact the Travel Team.
• There will be a Public On Sale on June 10, 2026 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, as well as everyone attending, in order to be officially added to the reservation, make payments, and check in to the event.
• If you opted in, you do not need to create an additional account. Please use the same account you used for your opt-in reservation.

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 and must be paid by Credit Card (Visa, MasterCard, Discover or American Express).

Can I split the cost with my roommate?

• Yes! 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 (toilet height, bed height, door widths, roll in shower), you should book a Hard Rock Riviera Maya Deluxe Gold with King Bed and contact the Accessibility Coordinator. 
• If you have mobility issues but do not need a roll in shower, 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 & water friendly) can be rented and delivered to either hotels through Playa Mobility.
• ADA transportation is available to/from Cancun International 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 to confirm your needs with details of any ADA equipment you may be traveling with.
  • Should you not need the electric wheelchair ramp and just need additional space inside the shuttle to store for your equipment, please include this in your email.
• There is an ADA Viewing platform in the Main Stage Concert Courtyard venue at Hard Rock. Please locate a red shirt Safety Team Member onsite for assistance.

What does the airport shuttle cost?

The Event partners with Amstar DMC, a third party transportation company in Mexico, to offer airport shuttle options.

• Roundtrip Airport Shuttle is $89 per person.
• One Way Airport Shuttle is $59 per person.
• Shuttles are ONLY available to the resort on January 7th, 8th & 9th.
• Shuttles are ONLY available to the airport on January 13th & 14th.
• Airport shuttles are NOT available during the event on January 10th, 11th & 12th.

How does it work?

• The shuttles ONLY run to/from the Cancun International Airport (CUN) to/from the Hard Rock Riviera Maya, Barceló Maya Caribe, or UNICO 20°87°.
• 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 into the resort.
  • For departure shuttles, you will leave approximately 4 hours prior to your departure flight time.

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.

The Event works 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 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 (i.e. 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.

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
• 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.

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 but would prefer another room type, please fill out the Upgrade Form within 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 & 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, please contact the Travel Team and to receive instructions if filing an insurance claim.
• All cancellations must be submitted in writing by completing the Cancellation Form within 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 info 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 reserve 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 in the Heaven, Premium & Concert Courtyard rooming categories are not available.
• There is a limited number of adjoining rooms at Hard Rock. The hotel will do their best to accommodate, but we cannot guarantee all requests will be met.

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 are the resorts from the airport?

• Hard Rock, Barceló Maya Caribe, and UNICO 20°87° are located about 60 minutes from the Cancun International Airport.

I plan on renting a car. Is resort parking included?

• Yes! There is free parking available at all resorts if you choose to rent a car.

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 customary, but not required for hotel staff (bellmen, housekeepers & bartenders). A couple bucks here or there is always appreciated!

Do the resorts have an ATM?

• Yes, you can find an ATM at all 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; 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.

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.

When and where is all the music happening?

• There will be four unforgettable nights of entertainment – January 9th, 10th, 11th, & 12th!
• All performances take place at Hard Rock Riviera Maya at 3 unique stages – 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!
• Shuttles will be available to transport guests staying at UNICO 20°87° or Barcelo Maya Caribe to 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.