Are there any more rooms at Hard Rock?

• Rooms at Hard Rock have sold out. Purchase a suite at Barcelo Maya Beach to join the Closer Fam!
• If you would still prefer a room at Hard Rock, secure a reservation at Barcelo and fill out the Upgrade Form in your Cloud 9 Account. We will contact you if any become available.

The room type I wanted is already sold out… now what?

• If you already have a reservation for Closer to the Sun but would ideally like another room type, fill out the Upgrade Form located in your Cloud 9 Account.
• The Travel Team will contact you if anything becomes available between now and December.
• Should an upgrade become available, you will be required to pay the cost difference between suite types.

Can I increase the occupancy of my reservation?

• If you would like to add another person to your existing reservation, contact the Travel Team for assistance.

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 needs a Cloud 9 Account in order to be officially added to the reservation, make payments, and check in to the event.
• You can manage your reservation by providing flight details, making payments, adding or changing your guest(s), and so much more through your account.
• You will also find tons of information about your reservation with instructions and details on changing / adding guests, purchasing travel insurance, and the Event’s Terms & Conditions.

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 Two Bedroom 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 June and ending in October.

• 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.
• Initial deposits and subsequent payments must be paid by Credit Card.

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.
• If you require accommodations for specific ADA needs, please be sure to book a room at Hard Rock Riviera Maya. 
• 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 Deluxe Gold room with King bed and contact the Accessibility Coordinator. 

Can I book extra nights at the resorts?

• Purchase one of our additional night packages to enjoy a slight discount and bundle the cost of the additional night(s) as part of your payment plan :
  • Purchase a Pre-game package to arrive a day early and get settled.
  • Enjoy a full day after the concerts with a Decompression package.
  • Maximize your vacation with the Whole Enchilada package that includes a pre and post night to your vacation.
• Pre and post nights can be added to any four night 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.
• Log into your account to add additional nights.

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 $80 per person
• One Way Airport Shuttle is $50 per person
• Shuttles are ONLY available to the resort on December 10th & December 11th.
• Shuttles are ONLY available to the airport on December 15th, 16th, 17th, & 18th.
• Airport shuttles are NOT available during the event on December 12th , 13th & 14th.

How does it work?

• The shuttles ONLY run to/from Cancun International Airport (CUN) to/from Hard Rock Riviera Maya and Barcelo Maya Beach.
•  In order to utilize event shuttle, you must be arriving at the airport and directly traveling to Hard Rock or Barcelo. 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 you purchase the airport shuttle within a week of the event, you are at risk of your flight information not being relayed to the shuttle company and could face delays.
• If your flight arrives before 6am ET, you will need to purchase a pre night to make use of the shuttle and to check into the resort.

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 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, 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.
• No name changes will be accepted starting November 1st.

What are the fees to add or change a name on my reservation?

Change the Lead Guest:

• $150 fee through September 15th
• $225 fee from September 16th – October 31st
• No Lead Guest changes will be accepted starting November 1st.

Add or Change Guest Name(s):

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

No name changes will be accepted starting November 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, 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?

• If you already have a reservation for Closer to the Sun, but would prefer another room type, fill out the Upgrade Form located in 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 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.
• View the Event’s Terms & Conditions HERE.

What is the Covid policy?

• At this time, we are not requiring masks, vaccinations, or a negative test to attend.  If you wish to wear a mask, by all means! If you want to practice social distancing, there is plenty of room for everyone to spread out and dance comfortably. We understand that attendees will have differing health concerns and comfort levels, so it is up to each guest to do what they need to ensure they have a safe and enjoyable time at the event.
• Please note, the need for preventative health measures (e.g. proof of negative COVID-19 test, vaccination, or masks) is subject to change and may become required for this event. Details on any changes to necessary measures will be communicated as early as possible on the event website and via email to all booked guests.

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.
  • 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 and then our Travel Team will reach out to take care of everything.
• 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 beds is 2 adults + 1 child.
• The maximum occupancy for a triple occupancy room 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 Bed + 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 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.

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 and Barcelo 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 both resorts if you choose to rent a car.

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 purchasing.  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.

How do I make a spa appointment and additional services at Barcelo Maya Beach?

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 Beach 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 Beach that dispenses both Pesos and US Dollars.

Is there a Lost and Found?

• Lost & Found at Barcelo Maya Beach is located at the Front Desk.

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 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 and we will help communicate.