Chat with us, powered by LiveChat



The health and safety of our guests, artists and staff is our highest priority. For more information regarding COVID-19 policies, please click below.

Health & Safety

Travel Insurance

Guest Dashboard

In the coming months, the package purchaser will receive access to the One Big Holiday Guest Dashboard. This is where purchasers can review package information, review additional nights, add guest information, add flight information, submit proximity or hotel requests, book adventures, and more.

Cancún International Airport

After securing your spot on the beach for One Big Holiday, all you need to do is book your flight into Cancún International Airport (CUN) and we’ll take care of the rest… seriously! 

Please note that flights are not included in any package.


Roundtrip airport transportation is included in your One Big Holiday package. Flight information will be collected in the Guest Dashboard to coordinate your shuttle transportation. Upon arrival at Cancún International Airport, you will be seamlessly transported to the Moon Palace Cancún. From the moment you step off your plane, until the minute that your One Big Holiday experience comes to an end, you won’t have a thing to worry about – your local travel and accommodations will be efficient, smooth, and enjoyable.

Please note: in order to ensure a smooth shuttle experience for everyone, there will be a deadline, within one month of the event, by which all guest flight information must be submitted. Any guests providing information after this deadline may need to ride standby on shuttles.

Terms & Conditions

Purchase & Cancellation

One Big Holiday is rain or shine. No returns, exchanges, transfers or cancellations. It is recommended that you consider purchasing travel insurance from a third party. Everyone and all items are subject to search upon entry and at any time inside the venue.

If you purchase an all-inclusive package as a gift for someone else, you MUST notify CID Presents within 48 hours of your purchase, with the name change information.

All guest names for each package must be submitted within the Guest Dashboard by Monday, January 31. After this date, there will be a $100 fee to add or change a guest name to your package for check in.

Lineup and set times are subject to change. Resort information and amenities are subject to change. Check back here often for more FAQs and make sure you understand the event’s Purchase Policy.

Age Limit

You must be at least eighteen (18) years old to purchase a One Big Holiday Package. Please check HERE for more information on bringing guests who are twelve (12) years of age or younger.

Prohibited Items

Guest Services

Feel free to reach out at any time to our One Big Holiday direct information lines. A CID Presents Guest Services representative will be happy to assist and direct you to the proper information.

Contact Guest Services


Click below to visit our FAQ page!