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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 opt into the Pre-sale or to book a reservation. Everyone attending will need their own Cloud 9 Account in order to be added to the reservation, make payments, enter flight or arrival information and check in to the event.

How do I book a room?

• One person in the room will book the reservation and be considered the “Lead Guest.” They will add additional guests as part of the reservation 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.
  • Kids 13 years or older are considered adults- include them in your occupancy when you start your reservation. You will be able to add your guest(s) during the booking process.
  • If you are bringing your family with kids younger than 13, do not include them in your occupancy. You will add them through your Cloud 9 Account after making your reservation.
• Step 2:  Select your package & 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 the word “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 problem! 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.
  • Let us know who will be financially responsible for your Sky Blue Sky reservation. Select ‘Pay in Full’ or enroll in the Payment Plan for a one-time fee of $25.
• 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 which allows you to purchase travel insurance. You can insure your trip with anyone, but 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 Rock Suite) per person is required to reserve a room.
  • This deposit goes towards the total cost of your reservation.
• Initial deposits and all payments must be made by Credit Card.
  • We accept all major credit cards.

Can everyone pay their share?

• At the time of booking, there will be an option for the lead guest to have 100% financial responsibility or split the cost with their guest(s).
• If splitting financial responsibility, the Lead Guest will first need to pay their deposit to secure the reservation.
  • Additional guest(s) will need to log into their Cloud 9 Account to pay the remaining deposit(s) and finalize the reservation.
  • Deposits must be paid within 24 hours of the reservation being created 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 monthly installment 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 Sky Blue Sky and Cloud 9 Adventures and be staying at Hard Rock Rivera Maya to attend.

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 (such as toilet height, bed height, door widths, roll in shower) you should book a Deluxe Gold room with a 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 and are water friendly) can be rented and delivered to either hotel through Playa Mobility.
• We offer ADA transportation to and from the airport for those in need.
  • These vehicles have an electric wheelchair ramp and needs to be requested with as much advance notice as possible.
  • Please purchase your airport shuttle, then contact the Travel Team as soon as possible to confirm your needs.
  • Include details in the email regarding your any ADA equipment you may be traveling with.
  • Should you not need the electric wheelchair ramp and just need additional space inside the vehicle to store for your ADA equipment, please include this info in your email as well.
• There is an ADA viewing platform in the Main Stage Concert Courtyard venue and ADA areas at all other venues at the Hard Rock.
  • If you have trouble finding the ADA area, please contact a Safety Team member.