All-inclusive room packages for Sky Blue Sky 2023 are on sale now. Click below to reserve your spot!

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 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 or Estancia 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.
• After making the initial deposit, you can elect to pay via ACH. The ACH form can be found within your Cloud 9 Account.

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 seven monthly payments processed on the 19th of each month starting in April and ending in October.

• A one time $35 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 must be paid by Credit Card, but your remaining payments can either be made by Credit Card or via ACH.
• Reservations paid via ACH will receive a $50 reservation credit.
  • You must opt into the ACH program by April 12, 2023 to qualify for the reservation credit. 
  • Sign into your Cloud 9 Account to fill out the ACH form.
  • Only US banks can participate can participate in the ACH program

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 Sky Blue Sky 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. 

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 $77 per person
• One Way Airport Shuttle is $47 per person
• Shuttles are ONLY available to the resort on November 30th, December 1st & 2nd.
• Shuttles are ONLY available to the airport on December 6th & 7th.
• Airport shuttles are NOT available during the event on December 3rd , 4th & 5th.

How does it work?

• Flight information MUST be entered into your Cloud 9 Account so we can arrange your shuttle.
• In order to avoid confusion on arrival, your flight information should be submitted no later than November 1, 2023.
• If you fail to enter your flight information, we are not responsible if there is no shuttle for you.
• In order to utilize event transportation, you must be arriving at the airport and immediately traveling to Hard Rock Riviera Maya or UNICO Resort. We cannot provide transportation to people who arrive before Sky Blue Sky and stay at a different resort in the area.

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 three 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 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.

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.

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 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.
• View the Event’s Terms & Conditions HERE.

Can I reinstate a cancelled reservation?

• You can reinstate a reservation cancelled for non payment within 48 hours your cancellation (based on availability).
• A $75 per person Reinstatement Fee will be applied.
• If your reservation was cancelled due to non-payment, you must pay the outstanding balance and reinstatement fee.
• Please contact the Travel Team to begin the process.

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.

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. Immigration cards are no longer distributed. Please make 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.

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 Airport.
• Due to construction and road renovations, delays may occur when traveling to/from the event to/from 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 but, 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.

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