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 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 May 20, 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 your reservation. Everyone attending will also need their own Cloud 9 Account in order to be officially added to the reservation, enter flight info, add or change your guest(s), make payments, and check in to the event.
• If you opted in, you do not need to create an additional Cloud 9 Account. Use the same account you used for your opt-in reservation

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 guest(s) during the booking 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, 4, 5 or 6 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: Choose your room type.
  • Be sure to have a few back up choices in case your first choice is sold out.
• Step 3: 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 4: Review your reservation.
  • You can remove add-ons by clicking “Remove” below the item. Hit “Check Out” once your reservation is all set.
• Step 5: 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 worries! 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 6: Choose how to pay.
  • Select who will be financially responsible for your One Big Holiday reservation. Select ‘Pay in Full’ or opt into the Payment Plan for a $30 one-time fee.
• Step 7: Accept Terms & Conditions.
  • Enter your card information and acknowledge automatic billing if you are joining the Payment Plan.
• Step 8: Protect your reservation.
  • After you complete your booking, you will be directed to a page to purchase travel insurance. You can insure your trip with anyone; however, 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 a 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 six monthly payments automatically processed on the 19th of each month starting in June and ending in November.

• A one-time $30 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.

Are there any additional fees?

• There is a $59 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?

• There will not be day passes or general admission tickets available. All guests must have a reservation booked through One Big Holiday and Cloud 9 Adventures and be staying at Hard Rock Riviera Maya or UNICO to attend.

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

• If you already have a reservation for One Big Holiday but would ideally like another room type, please fill out the Upgrade Form within your Cloud 9 Account.
• 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 additional guest(s) to your existing reservation & upgrade the occupancy, please contact the Travel Team for assistance.

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 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.
• We offer ADA transportation 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. Please locate a red shirt Safety Team Member onsite for assistance.

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 $89 per person.
• One Way Airport Shuttle is $59 per person.
• Shuttles are ONLY available to the resort on January 13 & 14.
• Shuttles are ONLY available to the airport on January 18 & 19.
• Airport shuttles are NOT available during the event on January 15, 16, & 17.

How does it work?

• The shuttles ONLY run to/from the Cancun International Airport (CUN) to/from the Hard Rock Riviera Maya.
• In order to utilize event transportation, you must be arriving at the airport and immediately traveling to Hard Rock Riviera Maya. We cannot provide transportation to people who arrive before One Big Holiday 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 urge guests to purchase travel insurance. 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.

There are many Travel Insurance options that can be found with a quick Google search, but we have done the leg work for you and have partnered with IMG (International Medical Group) to offer 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 One Big Holiday 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, & 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.
• 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 October 15
• $225 fee from October 16 – November 30
• No Lead Guest changes will be accepted starting December 1

Add or Change Guest Name(s):

• Complimentary through August 31
• $125 fee from September 1 – October 15
• $225 fee from October 16 – November 30
• No guest name changes will be accepted starting December 1

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.

Can I change my room category?

• Room downgrades are not permitted (i.e going down in room category); however, you can upgrade your room if there is availability by filling out the Upgrade Form within your Cloud 9 Account.

What is the Cancellation Policy?

• All deposits & payments for One Big Holiday 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 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.
• Additional nights for kids ages 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 & book 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 are also available in the Premium & Concert Courtyard rooming categories.
• There is a limited number of adjoining suites on property. The hotel will do their best to accommodate;  however, 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 as immigration cards are no longer distributed. Please be 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.

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!

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 hotel and enjoy the resort’s amenities; however, your room may not be ready until after 4pm ET.
  • If your flight is arriving before 6am ET, please reach out to the Travel Team as you may need a pre night.

• Check Out is by 11am ET on your departure day.
  • There are NO late check outs.
  • If your flight is later in the day, the resort will happily store your luggage, and 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 cocktails & mocktails!
• Enjoy breakfast, lunch, dinner, and late night bites after the shows at no additional cost.
• There is also complimentary 24-hour room service.

Can I make dining reservations?

• Guests will be able to make reservations with the Vacation Planners during in the event in either lobby or upon check-in.

Is there a dress code during the event?

• There is no dress code; however, shirts & shoes are required in all dining areas.
• If you plan on coming early or staying late, the restaurants do have a dress code (think resort casual, but be sure to bring a pair of pants with you).

Will vegetarian, vegan & gluten-free options be available?

• Vegetarian, vegan & gluten-free options will be available at all meals.
• Be sure to tell the host of the restaurant or buffet, and they will let your waiter know.
• If you haven’t already, update Dietary Request section of “Your Profile” in your Cloud 9 Account if you have not done so already.

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 at [email protected] and we will try to help communicate.

In addition to the shows, what else can I expect?

• Fill your days with fun activities and connect with other fans – and the artists too!
  • If you’re the type of person who is looking for four days of relaxation, we’ve got you covered! Grab a pool chair & find your slice of paradise before concerts kick off each day.
  • If you like to get involved, you can fill your days with event-curated activities to connect with like-minded fans & your favorite artists!
• Stay tuned for upcoming activity announcements to see all the ways you can participate. Past activities have included sticker & beer shares, poolside games, and so much more to round out your trip!
• Theme nights are a great way to express yourself and get creative during your trip. This year’s theme nights will be announced in the coming months so you can plan ahead on the fun!

Will any off-site excursions be available?

• Yes, there will be excursion opportunities available prior to your arrival. Keep your eyes on your email for more info!
• Past excursions have included visits to local cenotes & ruins, fishing, catamaran sailing trips, and adventurous ATV outings!

How can I make my trip more impactful?

• Our nonprofit partner Positive Legacy is committed to integrating live music & service.
• Leave a Positive Legacy during your trip by taking actions that positively impact the local communities in Mexico.
• There will be different ways to participate during the event – including donation drives, charity auctions, activities & a day of service. Stay tuned for more info as we get closer to our trip!