I attended Sky Blue Sky in the past…

• The Returning Guest Pre-sale will take place on June 24th.
• Every guest who has attended Sky Blue Sky will receive a unique password via email on June 17th by 3pm ET that will allow them to book a room during the Returning Guest Pre-sale.
• If you have not received an email by 6pm ET on June 17th, please check your spam/promo folders before contacting the Travel Team.
• Returning guests SHOULD NOT opt in for the Pre-sale.
• ✨ The more Sky Blue Sky trips you’ve attended, the earlier your booking time will be. ✨
• Receiving access to the Pre-sale does not guarantee a room will be available – more Pre-sale passwords are sent out than rooms are available.

I’ve never been to Sky Blue Sky… Opt into the Pre-sale!

• You know you have opted in successfully when you receive a confirmation email.
• You MUST opt in by 11:59pm ET on June 22nd to join the Pre-sale on June 24th. 
• You will receive a Pre-sale password via email by 3pm ET on June 23rd.
• Anyone who opts in will receive a booking time after the Returning Guest Pre-sale on June 24th.
• If you did not opt in to the Pre-sale, there will be a Public On Sale on June 25th at 1pm ET.

What else should I do between now and when rooms go on sale?

• Join our new text list to be the first to hear the lineup and all Sky Blue Sky news!
• First timers should also join the mailing list so we hit your inbox and your phone.
• Mark your calendar and set a Google Flights alert to Cancun Airport (CUN).
• Gather your friends and figure out who is heading to Mexico with you. Have everyone register for a Cloud 9 Account, and join the text list! 
• Follow us on socials (Facebook + Instagram)
• Check out the 2023 Recap Video for a tease of all the fun to come during our next adventure.
• If you have any questions about the event, contact the Cloud 9 Adventures Travel Team.

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.

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 $84 per person
• One Way Airport Shuttle is $54 per person
• Shuttles are ONLY available to the resort on January 14th & 15th.
• Shuttles are ONLY available to the airport on January 19th & 20th.
• Airport shuttles are NOT available during the event on January 16th, 17th, & 18th.

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 the resorts. We cannot provide transportation to people who arrive before Sky Blue Sky 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 in to the resort.

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 Sky Blue Sky 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.
• Add Carbon Offsets when you book or through your Cloud 9 Account at any time.

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

Change the Lead Guest:

• $150 fee through October 15th
• $225 fee from October 16th – November 30th

No Lead Guest changes will be accepted starting December 1st.

Add or Change Guest Name(s):

• Complimentary through August 31st
• $125 fee from September 1st – October 15th
• $225 fee from October 16th – November 30th

No guest name changes will be accepted starting December 1st.

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; however, due to the nature of the event, we cannot guarantee the request will be met.

Can I change my room category?

• We do not allow for any room downgrades; however, you can upgrade your room if there is availability.
• Sign into your Cloud 9 Account to indicate a room preference on the Upgrade Form by selecting the Travel Info button.

What is the cancellation policy?

• All deposits and payments for Sky Blue Sky 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, please 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.

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.
• Extra nights for kids age 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 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. 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 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). While you can fly into Tulum (TQO) the event does not offer transportation to and from the Tulum Airport.

How far is the resort from the airport?

• Hard Rock Hotel Riviera Maya is located about 60 minutes from the Cancun Airport.

I plan on renting a car. Is resort parking included?

• Yes! There is free parking available at the resort 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.
• 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 in both lobbies of Hard Rock Rivera Maya.

When do we check in and check out of the resort?

• Check In begins at 4pm ET.
  • If you arrive earlier, you are still able to check into your hotel and use the resort facilities; 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.

How do I make a spa appointment or reserve a Bali bed at Hard Rock?

Secure Hard Rock Spa and Bali bed reservations in advance by emailing Hard Rock’s Vacation Planners. Send your email with the subject line “Sky Blue Sky Vacation Planner Request” and include the following info –

1. Your Full Name
2. Service You Want To Book (ex. relaxing massage 50 Min)
3. Requested Date (ex. January 16th)
4. Preferred Time (ex. 10:00 am)
5. Therapist (Male or Female)

You can also make spa appointments when you arrive with the Hard Rock Vacation Planners at check-in or located in both lobbies during the event.

Is there an ATM at the resort?

• There are ATMs by the Front Desk in each Lobby at Hard Rock that dispense Pesos.
• Fees will apply so try to plan ahead!

Is there a Lost and Found?

• Lost & Found is located at Hard Rock Riviera Maya at the Front Desk in both lobbies. There will also be flip flop drops by the Heaven & Hacienda pools.

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