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 do I book a room?

• Before proceeding, please note families with children should book at Hard Rock Riviera Maya as UNICO 20°87°  is an adults-only resort. 
• You can place a reservation by logging into your Cloud 9 Account or by clicking the “BOOK NOW” button on this website.
• There are rooms available for occupancies of 1,2, 3, 4, 5 or 6 adults.
• There are a limited amount of packages that offer pre and post nights as part of the package cost.
• If they are not available choose a Main Event Package and add a pre or post a la carte.
  • A la carte pre and post nights must be paid for at the time of purchase
• One person in the room will book the reservation and be considered the “Lead Guest.”
• During the booking process, you can include your guest(s) name and note any special requests.
• The event offers extra nights, airport shuttles, travel insurance, and more add-on’s when you select your room.
  • Any items you add will increase the deposit amount owed when you book.
  • Extra nights and transportation are non-refundable and can be purchased at the time of booking or at a later date depending on availability.

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 a Rock, Estancia, or Villa 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 eight monthly payments processed on the 19th of each month starting in July and ending in February.

• A one-time $40 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.

Are there any additional fees?

• There is a $49 ticketing fee, which includes a $5 surcharge to our non-profit partner Positive Legacy.
• All taxes and fees are included at the time of booking.
• Anyone unable to present an immigration exit stamp during check-in may be assessed an additional 16% tax.

I’m staying in the area during the event. Can I buy a day pass to the shows?

• All guests must have a reservation booked through At The Beach and Cloud 9 Adventures and be staying at Hard Rock Riviera Maya or UNICO 20°87° to attend. There will not be day passes or general admission tickets available.

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 resort?

• Main check in day & the first night of concerts is April 9th. The last shows take place on April 12th, and main check out day is April 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 slight discount and bundle the cost of the additional night(s) as part of your payment plan:
  • Pre-game Package: Check in April 8th + check out April 13th
  • Decompression Package: Check in April 9th + check out April 14th
  • Maximize your vacation with the Whole Enchilada Package: Check in April 8th + check out April 14th.                                                                                                                                                                  
• Pre and post nights can also be added to any Main Event 4 night room 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.
• Availability for the Post Night (April 13th) is extremely limited. If you have not already purchased additional nights, please check with the Travel Team via the live chat prior to purchasing your flights.

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

How does it work?

• The shuttles ONLY run to/from Cancun International Airport (CUN) to/from Hard Rock Riviera Maya and UNICO 20°87°.
• In order to utilize event transportation, you must be arriving at the airport and immediately traveling to Hard Rock or UNICO. We cannot provide transportation to people who arrive before At The Beach 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 make use of the shuttle and to check into the resort.
• Due to construction and traffic, departing shuttles will leave approximately 4 hours before your scheduled 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.

We have partnered with IMG (International Medical Group) to offer a variety of 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 At The Beach supports Trees, Water & People and offers 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 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.

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

Change the Lead Guest:

• $150 fee through January 4th
• $225 fee from January 5th – March 9th

Add or Change Guest Name(s):

• Complimentary through November 15th
• $125 fee from November 16th – January 4th
• $225 fee from January 5th – March 9th

There will be no changes made to reservations starting March 10, 2024 – No Exceptions!

Can I make a room location request?

• In the spirit of fairness to all guests, we DO NOT accept 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 At The Beach, 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 At The Beach 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 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.
• To 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 during 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?

• Please note, children are not permitted to stay at UNICO as it is an adults-only resort. You must have a reservation at Hard Rock Riviera Maya to add children to your room. 
• 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 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 under 3 years old.
• The maximum occupancy for a triple occupancy room with double beds is 3 adults + 1 child.
• If you are bringing three or more children, you must purchase two rooms. Adjoining rooms are available to families upon request & based on availability. (see below)
• Cribs and Pack and Plays are available at Hard Rock upon request. Please include this in the Preferences and Special Requests comment 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.

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 Hotel Riviera Maya and UNICO 20°87° are located about 60 minutes from the Cancun International Airport.
• Due to construction and road renovations, delays may occur when traveling to and from the event to 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.

Can I bring my camera?

• You may bring any kind of camera to the event to shoot your vacation; however, professional camera equipment for filming and photography during the shows is prohibited.
• Drones are banned from the event.

Do I need an electrical converter?

• No. Mexico operates on the same 120V plug-in as the United States.
• There are limited outlets in the rooms, so bringing a power strip can be helpful.

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 your hotel and use the resort facilities, 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 facilities 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 alcohol!
• 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 guests and UNICO guests.
• UNICO guests have access to bars and restaurants at their property plus at Hard Rock Riviera Maya.

Can I make dining reservations?

• Hard Rock and UNICO guests will be able to make reservations for their respective resorts with the concierge. UNICO guests can also make reservations for the Hard Rock restaurants with the concierge in either Hard Rock lobby as well.

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 UNICO,  a “smart casual” dress code 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.
• 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 a variety of 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 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 try to help communicate.