If you're looking for personalized assistance purchasing a package, you can call or text this number: 855-635-1812 between 9am and 8pm EDT.

If you have already purchased a package or have any other inquires, please utilze the CHAT WITH PLAYA LUNA button in the bottom right corner of the website, or reach out to Guest Services here.

Previous Phish: Riviera Maya guests are invited to participate in a special Alumni Pre-Sale on May 20th at 1PM EDT.

Packages will be available to the general public on May 21st at 1PM EDT.

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All alumni have been emailed a unique Pre-Sale code. If you have trouble finding your code, be sure to check your spam/promo folder or get help from the ChatBot.

Nope, each Alumni Pre-Sale code is single-use and may only be used ONE TIME to purchase an available package.

You have your eye on an all-inclusive destination package - now what? Watch the video below for a walkthrough of our package browsing and purchasing process.

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Below are the purchasing process steps featured in the video:

1. Navigate to the Packages page to filter to find your perfect package.
2. When the on-sale begins, click BUY NOW on your desired package, which will take you to Tixr.
3. Click the blue (+) sign in the bottom-right corner of the image for the package you’d like to buy.
4. If you are participating in a pre-sale, you will see a blue lock symbol in the bottom-right corner of the image and be prompted to enter an access code before clicking the blue (+) sign. Should this package not be available due to demand or limited inventory, you will see a note from Tixr.
5. The page will display an “At Limit” alert, which means you can only cart this one package, but you may proceed through the purchase process.
6. Take a deep breath.
7. If you wish to proceed, click Checkout.
8. After the package is in your cart, a timer will appear in the top-right corner of your screen. The timer reflects the remaining time you have to complete the purchase process. 
9. You will then be prompted to purchase add-ons such as additional nights, if available. You can click “No Thanks” on the bottom-right, or click the blue (+) sign and then “Add to cart & proceed.”
10. At this time, you will be prompted to pay in full or select the payment plan. Make sure you keep the PROMO CODE field empty. 
11. If you select the payment plan, additional details will appear. After reading this information, click “I agree – Checkout”
12. You will be prompted to create a new Tixr account or log into your existing account.
13. There is no need to create an account with Tixr ahead of time. If you already have an account with Tixr, we advise checking to make sure you remember your password by logging into your account.
14. After logging in via Tixr, you will be prompted to provide a Will Call Name, which is the lead guest on the package. PLEASE NOTE: the lead guest name does not have to be the cardholder, but cannot be changed or transferred. 
15. Next, you will be prompted to add your phone number, shipping address, and agree to the event Policies
16.  You will then be prompted to opt in or opt out of Wanderwell travel insurance.
17. Once you’ve finished submitting payment information, click the purchase button to complete your order.
18. Check on your loved ones.
19. After your package has been purchased, you will see an on-screen confirmation, followed very shortly by a Tixr confirmation email.
20. All you need to do now is purchase your flights to Cancún. See you on the beach!

Yes – you can break up the cost of any Phish Riviera Maya package by taking advantage of our payment plan at the time of purchase! The 5% deposit is based on your total order cost. The payment plan option must be selected during the checkout process and cannot be applied after an order has been submitted. There is a $50 fee to join the payment plan.

Only one credit card can be used to make the initial payment and that card will be automatically charged for all future installments. If the credit card on file needs to be updated for future installments, please follow THESE directions to make the change.

The payment plan cannot be used for waitlist packages.

That's ok, it happens, we got you. If you receive an email stating you missed a payment, follow the instructions inside, or head to this link to update your payment method.

Tixr will automatically attempt to process past due payments when a new payment method is added. If your new card does not process successfully, we recommend contacting your financial institution to ensure the payment is not blocked. Please also notify our Guest Services team if you are attempting to complete a past due payment.  

Please note: We will honor the 10 day grace period (noted on the Tixr link above) whenever possible, but past due orders may be at risk of cancelation earlier.

All packages are non-refundable per the event Purchase Policy. Although travel insurance is not required, we highly recommend it to give folks greater peace of mind with their travels. We've partnered with Wanderwell to offer guests an affordable solution; please click here to learn more.

You may also want to explore travel insurance options with your credit card company, as several credit cards provide travel coverage.

Travel insurance is fully handled by a third party, who settles any claims independently of the Phish: Riviera Maya team. Additionally, please be aware that specific coverage varies depending on the third party and plan level.

Only one credit card can be used for the initial purchase. If you opt for the payment plan and need to update the credit card on file for future installments, however,  please follow THESE directions to make the change.

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During the online purchase process, there is a prompt to input a Will Call Name. (If your name is William Call, this should be easy.) This Will Call Name is considered the lead guest and may be different from the Tixr account holder. The lead guest has main authority over the package and cannot be modified post-purchase. The lead guest has super-strength and the power to ignite and control flames. All lead guests will receive login details for their personal event Guest Dashboard in the coming weeks. This is where lead guests can review package information, submit additional guest and flight details, and place proximity and room requests. Off-site adventures and additional add-ons can be purchased via the Guest Dashboard, but please know that any credit card can be used for adventure and add-on bookings.

The lead guest will receive all communication about the package and event. Additional guests will begin to receive event specific information once their contact information is submitted in the Guest Dashboard.

All additional guest names for each package must be submitted within the Guest Dashboard by Tuesday, December 30th, 2025. After this date, there will be a $100 fee to add or change an additional guest name to your package for check-in.

New purchasers that secure a package after this deadline will be given an extension to submit their additional guest names without charge. Lead guests will have approximately 5 days (120 hours) from receiving the Guest Dashboard welcome email to submit additional guest names without charge. After this 5 day grace period, the $100 fee will be automatically applied for all updates or changes requested to additional guest names. This grace period extension only applies to those that purchase a package after the Tuesday, December 30th, 2025 deadline.

If you'd like to purchase a package as a gift for someone else, enter the RECIPIENT'S name as the Lead Guest (Will Call Name) during the purchase process. All other guest info will be collected via the Guest Dashboard once that is released.

If the incorrect lead guest name is submitted, you MUST notify Guest Services within 48 hours of your purchase. Any changes you request after your purchase is complete, to the extent permitted in our sole discretion, shall result in additional costs.

The package pricing is inclusive of all processing fees. A $100 Tixr processing fee, along with a new $5 sustainability fee, are already included in all package prices.

If you select our payment plan option, there will be a one-time $50 fee added to your cart at checkout.

All additional guest names for each package must be submitted within the Guest Dashboard by Tuesday, December 30th, 2025. After this date, there will be a $100 fee to add or change a guest name to your package for check in. If an additional guest arrives at the resort and has not been registered in the Guest Dashboard, they will not be able to check in until this fee has been paid.

Any changes you request after your purchase is complete, to the extent permitted in our sole discretion, shall result in additional costs.

The Moon Palace may offer extra amenities that are not included in the resort’s all-inclusive plans, such as spa treatments, golf, exclusive dining experiences, off-site adventures, and more. Finally, please be aware that all Mexico residents will be subject to a 16% added VAT tax, which will be charged as an incidental to the credit card provided to the resort at check-in. Important: any non-residents who fail to provide their passports and immigration cards to the resort at check-in, will also incur this charge.

As we get closer to the event, prices may adjust based on availability, demand, or special promotions. From the initial on-sale date through to the start of the event, all prices are subject to change.

The waitlist may be activated once a package sells out. Waitlist packages are not guaranteed packages. The checkout process will be similar to the general purchase process, but you will know you are accessing a waitlist package as it will make note of it multiple times during the checkout process. You will input billing information and select how long you wish to remain on the waitlist. An initial confirmation email will be provided confirming you have joined the waitlist.

If a package becomes available, the waitlist will then process. There is no advance warning when the waitlist may run. It could happen at any time. Even right now! You will be automatically charged IN FULL and receive a new Tixr confirmation email for your purchase. You will not have an option to utilize a payment plan on waitlist packages as all waitlist orders are pay-in-full. Packages may open for a number of reasons any time before the event – whether shortly after the On Sale or within weeks of the event. You can remove yourself from the waitlist any time by logging into your Tixr account. However, you should be aware that all sales are final if you are charged and receive a waitlist package.

If you have already purchased a package and your preferred waitlisted package becomes available, we will allow you to change packages so long as the new package is not a downgrade from the original package. In this instance, we would refund the package of lesser value and you may keep the upgraded package. In order to receive a refund, the lead guest name must be exactly the same on both packages and Guest Services must be contacted within 24 hours of the waitlist package processing. There are no exceptions to this refund window for waitlist orders. 

Please note: Travel insurance added to waitlist packages goes into effect on the date the package is processed.

You are welcome to waitlist multiple packages, but all waitlist orders are non-refundable if they are ultimately granted. Packages may open for a number of reasons any time before the event – whether shortly after the On-Sale or within weeks of showtime. You can remove yourself from the waitlist any time by logging into your Tixr account. All sales are final if you are charged and receive a waitlist package(s).

Our Run of House rooms offer event access at our most affordable price, equipped with all the amenities and comforts you need to enjoy your stay. A Run of House room can be any room type within the Venue, Moon Palace, Golf Course or The Grand sections of the resort. These rooms will be randomly assigned based on availability, so specific room requests cannot be accommodated. Guests with a Run of House package will be surprised with their specific room assignment at event check-in!

Moon Palace packages gives you a festival experience featuring all-inclusive amenities, crystal clear pools, and accommodations in the centrally located Sunrise OR Nizuc sections of the sprawling Moon Palace resort property. This section is in the heart of the action where many of our day-time activities are, and just a short walk away from our oceanfront stage.

Distance to concert area: 5-15 minute walk or a quick golf cart ride.

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Venue packages are all within the Sunrise section and provide the closest access to our beachfront stage! 

‍Please note: Not all Venue packages are inside the concert area, and not all are Stage View.

Playa Luna offers the following additional night add-on options during the purchase process, availability permitting. 

• Sunday, January 25th
• Monday, January 26th 
• Tuesday, January 27th 
• Sunday, February 1st

Additional night pricing may range from, depending on room type. The add-on price will be clearly shown during the purchase process. All additional night add-ons purchased through Playa Luna will be linked to the main event package - You will remain in the same room for the duration of your stay. If you do not see the option to select additional night add-ons, there is no inventory currently available for your selected package. 

You may also contact the resort directly to inquire about options to extend your stay. If you book an additional night directly with the resort and secure the same room & bed type as your event package, please plan to submit your reservation details within the Guest Dashboard. We will do our best to link the reservation, but we cannot guarantee you will be in the same room for the duration of your stay in this case.

A variety of room types on our website are not available directly through the resort. Please contact Guest Services with any questions!

You can bring kids to Phish: Riviera Maya, however, you will need to add them to your package during the purchase process. Infants (ages 0-3) are free, children (ages 4-12) pricing is listed HERE, and anyone 13 years or older at the time of the event is full price.

You will be able to add on any additional infants and/or children to any Moon Palace room-types that allow them during the purchase process, availability permitting. Please check the children’s occupancy grid HERE in order to make sure you choose a package that allows you to bring your desired family members.

A birth certificate/government-issued I.D. will be required at check-in for all children.

Please note: Children will not receive merchandise. You must be at least eighteen (18) years old to purchase an event Package.

Main Stage music typically starts between 6:30 PM – 7:30 PM. Specific set times will be confirmed and shared closer to the event - stay tuned!

If you’re arriving on the first day of music and don’t want to miss any performances, we suggest you travel in as early as you can! We advise all guests factor in at least 1.5 hours (with the potential of up to 3-4 hours) to get from Cancún International Airport, through customs, on the shuttle, and checked in to the resort.

Show access is only sold as part of our event packages. We want you to stay and enjoy yourself, so we do not currently offer tickets without resort accommodations. Your 2002 Jetta is not a resort.

The venue is general admission. There is no assigned seating in the venue, however, we do have ample seating around for anyone needing a dance break!

There are no specific dress guidelines for the resort or concert venue in general. Shirts and footwear are required at all resort restaurants and buffets, but please be aware that some restaurants and bars require slacks and closed toe shoes. Underwear is always in style. A T-shirt with Bugs Bunny as Scarface is not.

Event wristband pickup takes place during check-in at your resort. We will not mail them to your home address. 

‍Please note: the barcode in your TIXR email is NOT your ticket for the event.

You’ll have to be more specific.

All pool parties will be located at the Sunrise pool. Get your sunscreen ready!

In an effort to help everyone enjoy more of their vacation, we plan to offer a first entry lottery on show days. Please stay tuned for details and instructions closer to the event!

All partnership and sponsorship inquiries can be directed to sponsorship@playalunapresents.com and a member of our team will be in touch.

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Palace Elite is the Palace Resorts vacation club. As a Palace Elite member you can enjoy exclusive access to an extensive list of unique benefits. For more information on how to become a member, please contact the Palace Elite reservations team for details. 

Palace Elite Reservations TeamU.S. / CAN +1-888-987-7655

WORLDWIDE DIRECT +52-998-234-0610

‍Contact Form

Each Palace Elite membership contract is unique and event access may vary, so contact the Palace Elite reservations team for details on how to book a package with your membership. 

Palace Elite Reservations TeamU.S. / CAN +1-888-987-7655WORLDWIDE DIRECT +52-998-234-0610

‍Contact Form

Each package includes a resort credit of $250 that can be spent on spa, golf, or adventures. In order to activate this $250 resort credit, you must speak with the Moon Palace Guest Services team after you complete event check in. The Moon Palace Guest Service desk will be available throughout the check in locations.

*This credit is per package, not per person. Terms and conditions apply.

Yes! WiFi is complimentary throughout your stay. And this is, like, primo WiFi.

We’re happy to take these requests! In the months following the On Sale, we’ll release the Guest Dashboard, which can be used to make these types of requests. The Guest Dashboard will give the lead guest the ability to request certain areas of the resort, make proximity requests to be near their friends, and much more. Please wait until the Guest Dashboard is released to make these requests.

Please note: The only way to 100% guarantee close proximity to another group is to book a package that includes more than one room: Two-Room Connected, Two Bedroom Presidential Suite, Villa, or Residence!

Resort check-in time is often around 4:00 PM. The Moon Palace has assured us that they will do everything in their power to have rooms prepared as early as possible, though it is unlikely that check-in would occur prior to 3:00 PM. If you arrive before your room is available, the resort will store your luggage and we will be happy to provide you with your resort credentials so that you can enjoy amenities while your room is being prepared.

All guests may check-in separately and still experience a seamless check-in, so long as they have been registered in the Guest Dashboard by the lead guest. Late arrivals are no problem, as our staff will be available for the duration of the event to accommodate guests and any needs. However, all additional guest and flight details need to be provided to us in advance via the Guest Dashboard to ensure the smoothest check-in possible.

All packages include access to Sunrise, Nizuc, and Golf Course areas. Access to The Grand is exclusively reserved for The Grand guests and guests who reserve a Villa, Residence, Presidential Suite, or Golf Course Two Bedroom Suite.

Yes! All rooms come with either a balcony or patio except for the Moon Palace | Nizuc | Governor Suite | Ocean View, which has access to a shared terrace. Room amenities will vary, and not all balconies or patios include a hammock.

Nope, you're good. The resort has conversion outlets to accommodate American plugs.

No, every room offers a complimentary copy.

Yes, laundry service is available for a fee at the resort.

Yes, the Moon Palace Cancún accepts USD, as do most restaurants, bars, and shops in the surrounding area.

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