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FAQ

FAQs

General FAQ

If you use assistive technology (such as a Braille reader, a screen reader, or TTY) and the format of any material on this Web site interferes with your ability to access information, please contact us at accessibility@cidpresents.com. To enable us to respond in a manner most helpful to you, please indicate the nature of your accessibility problem, the preferred format in which to receive the material, the Web address of the requested material, and your contact information.

CID Presents is committed to providing an inclusive experience for guests of all abilities. If at any time you have specific questions or concerns about the accessibility of the event please reach out our guest services team at 888-820-0386 or at info@cidpresents.com. We encourage you to make any requests as far in advance as possible to enhance our ability to evaluate and fulfill the request.

Please note: Service animals cannot be accommodated at our resort. We sincerely apologize for any inconvenience.

Phish is performing for four nights on the beach (Thursday, February 20th, Friday, February 21st, Saturday, February 22nd and Sunday, February 23rd). There will be a welcome set on Thursday night, and 2-sets of music on Friday, Saturday, and Sunday, including a special early evening start time on Sunday.

The check-in and check-out dates depend on what type of package you purchase.

4-Night Packages

  • Check-in Thursday, February 20th, Check-out Monday, February 24th

5-Night Packages

  • Check-in Wednesday, February 19th, Check-out Monday, February 24th
  • Check-in Thursday, February 20th, Check-out Tuesday, February 25th

6-Night Packages

  • Check-in Wednesday, February 19th, Check-out Tuesday, February 25th

The concerts are being held at our beautiful ocean-side venue on the grounds of the Moon Palace resort. All guests will have a short walk from their room to the venue!

The earlier you arrive, the better! Specific set times will be announced closer to the event, but the shows can start as early as 6:30PM – 7:30PM. We advise all guests to factor in at least 2 hours to get from Cancún International Airport, through Customs, on the shuttle, and checked in to the resort!

You must be at least eighteen (18) years old to purchase a Phish: Riviera Maya package. Please check HERE for more information on bringing guests who are twelve (12) years of age or younger.

If traveling from outside of Mexico—including all guests coming from the U.S.—you must have a valid passport with no exception. Mexico has VERY specific passport requirements that all visitors must abide by. You can review these important requirements HERE.

PLEASE NOTE: You will also be required to provide your passport upon check-in. We encourage you to PLEASE check your passport ASAP and make sure that it’s up to date. There may be major hassles and extra costs associated with trying to obtain a passport last minute.

Yes, shuttle transportation between Cancún International Airport and the Moon Palace Cancún resort is included in your package. As the event approaches, CID Presents Guest Services will request your flight information in order to coordinate all shuttle transportation.

Please note: shuttle transportation is only included between Cancún International Airport and our partner resort; no other airports or resorts in the area will be serviced.

CID Presents Guest Services will reach out to all guests for their arrival and departure flight information before the event in order to coordinate shuttle transportation. In order to accurately plan the shuttle schedule, we will implement a deadline by which all guests will need to provide flight information. Any guest who has not provided this information by the deadline may need to utilize airport shuttles on a standby basis. The specific date of this deadline will fall within two months of the event and will be provided to all purchasers in the near future.

PLEASE NOTE: we advise all guests to factor in at least 2 hours to get from Cancún International, through Customs, on the shuttle, and checked in to the resort!

All packages are non-refundable. Please refer to the Purchase Policy for complete details

Yes! You can learn more and purchase travel insurance here. Please note that the Travel Insurance is overseen by a third party, who settles any claims independently of the CID Presents team.

Claro que si! (pero no lo considere una garantía legal)


Packages FAQ

A limited number of packages will be offered for Phish: Riviera Maya alumni from 1PM to 10PM ET on Tuesday, June 25th. Additional packages will go on sale to the general public beginning Wednesday, June 26th at 1PM ET.

All alumni will receive their codes via email about 24 hours before the on-sale. “Alumni” covers ALL guests who have participated in Phish: Riviera Maya since 2016, and not just lead guests. As long as a guest registered an email with us, he/she will receive a code.

At the time of purchase, you will be able to choose between paying for your package in full or taking advantage of our payment plan.

Please note: if you select our payment plan option, there will be a one-time $50 processing fee which will be split across all installments. For more information, check back during the on-sale period.

That sounds shady. During the initial purchase, you will only be able to use one credit card. If you opted for the payment plan and need to change your credit card to make the next payment, you may do so by logging into your Tixr account at www.tixr.com.

Please note: the card charged for the previous payment for the payment plan will be automatically charged for any proceeding charges, unless the billing information is changed via the procedure above. If you leave the same credit card on file throughout the payment plan, that card will be automatically charged for each payment and no action will be needed on your end.

There are no additional ticketing fees on top of the prices you see, and all Phish: Riviera Maya packages provide an all-inclusive experience within the concert venue for all four (4) nights. Please note: the Moon Palace may offer extra amenities that are not included in the resort’s all-inclusive plans, such as spa treatments, exclusive dining experiences, off-site adventures and more. Finally, please be aware that all Mexico residents/subjects 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.

Each Phish: Riviera Maya package includes ONE room at your chosen resort property unless otherwise noted. If you purchase a package for four, the package includes ONE room with TWO beds. The following rooms will have more than one bedroom:

  • Superior Deluxe Family Connected (2 rooms)
  • Grand Deluxe Family Connected (2 rooms)
  • Two Bedroom Presidential (2 Rooms)
  • Grand Two Bedroom Presidential (2 Rooms)
  • Three Bedroom Villa (3 rooms)
  • Grand 3 Bedroom Villa (3 rooms)
  • Grand 4 Bedroom Villa (4 rooms)
  • Two Bedroom Golf Course Villa (2 rooms)
  • Residence (4 rooms)

Yes! Since relocating to The Moon Palace, we now have the ability to customize packages and build uniquely enhanced experiences like never before. These include our luxurious Villas and Residence suites. For exclusive offers such as unique package options, weddings, corporate functions, large parties (10 rooms or more), or to customize your experience, please contact us directly at customexperiences@cidpresents.com.

No, airfare is not included. Each Phish: Riviera Maya package includes concert access, resort accommodations, food and drink inside the concert venue, and shuttle transportation between Cancún International Airport and your resort.

Yes. You can purchase the following additional nights through us, availability permitting. The additional nights available are as follows:

6 Night Packages

  • Add the night of Tuesday the 18th
  • Add the night of Tuesday the 25th

5 Night Packages (Checking In on February 19th)

  • Add the night of Tuesday the 18th

5 Night Packages (Checking In on February 20th)

  • Add the night of Tuesday the 25th

4 Night Packages

  • NO additional nights

That’s so nice you’re getting this for your mother. If you wish to purchase a Phish: Riviera Maya package as a gift for someone else, you MUST enter the recipient’s name into the “Will Call/Pick-Up” fields during the purchase process.

Yes! You will be given the specific date of this deadline in the near future, but it will most likely fall within two months of the event. All guests who provide travel information after that deadline may need to utilize airport shuttles on a standby basis.

As long as all guests have been registered by the original purchaser, each guest may check-in separately and still experience a seamless check-in.

It’s hard to say without knowing more details.


Resort FAQ

Yes, of course. If you purchase a package that includes more than one room (such as the Family Connected Rooms, Villas, or Residence) – your rooms will automatically be near each other and no proximity request is needed. If you would like to choose another room type yet still have your room in close proximity to another party’s room, please be sure to book at the same resort property and submit your request to us. Although we will do our best to accommodate, all proximity requests are subject to resort availability and cannot be guaranteed.

Please note: all rooming requests, including those involving proximity, must be submitted to us by a to-be-determined deadline. This deadline will fall within two months of the event.

The Moon Palace Cancún is 11.6 km or approximately 15 minutes by shuttle bus.

PLEASE NOTE: We advise all guests to factor in at least two hours to get from Cancún International, through Customs, on the shuttle, and checked in to the resort!

Yes, you can park at the Moon Palace for no extra charge!

Late arrival is no problem, as our staff will be available for the duration of the event to accommodate guests and any needs. However, all arrival plans will need to be provided to us in advance to ensure the smoothest check-in possible.

Resort check-in time is often not guaranteed until 3:00 PM or 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 noon. 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.

Performances will take place on-site at the Moon Palace. The Grand at the Moon Palace Resort will be closest to the venue, with the Sunrise and Nizuc sections also just being a short walk away.

Nope! The resort may offer special premium dining options for an additional fee, but food and drink are generally covered – including inside the venue and 24-hour room service!

Yep! All guests at the Sunrise section have full access to the Nizuc section, and likewise, all guests at the Nizuc section will have full access to the Sunrise section. Both the Sunrise and Nizuc sections offer a bevy of amenities – including plenty of dining, drinking, and lounging options!

Yes! WIFi is complimentary throughout your stay.

Yes! All rooms come with either a balcony or patio.

That’s a tough one. Don’t you have any questions about, like, outlet converters?

No, the resort has conversion outlets to accommodate American plugs.

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

Each phone network has unique options; we suggest checking with your service provider for specific choices. The resort has WiFi available, so laptops and smartphones can provide inexpensive alternatives for calling including Skype and WhatsApp.


Event FAQ

Specific set times have yet to be confirmed, but music typically starts between 6:30 PM – 7:30 PM. Please note for folks arriving on Thursday, February 20th – it typically takes around 2 hours to get from the airport to the venue – including going through Customs, the shuttle ride to the resort, and resort check-in.

Show access is only sold as part of our all-inclusive resort packages. There are no plans to sell tickets without resort accommodations.

No, the venue is all general admission. Seating will not be provided at the event, but there will be plenty of space to lounge in the sand!

There are no specific dress guidelines for the resorts or concert venue in general. That being said, different restaurants at each resort may have their own dress codes. Shirts and footwear are required at all the restaurants and buffets at the Moon Palace Cancun. Le Chateau requires slacks and closed toe shoes.

There will be no shortage of exciting activities to enjoy at the resort, as well as out and about in the local area. We will be announcing off-site Adventures and on-site resort activities in the near future – please stay tuned to our website for more details!


Purchase FAQ

A limited number of packages will be offered for Phish: Riviera Maya alumni from 1PM to 10PM ET on Tuesday, June 25th. Additional packages will go on sale to the general public beginning Wednesday, June 26th at 1PM ET.

Once packages are on-sale, you can purchase right on the package page. At the time packages become available, simply refresh that page. The bed-type buttons on the furthest right 2 columns of the packages grid will become live purchase buttons. Simply click on the one you want.

Your best option is to refresh the page again, or until they do work. If they aren’t working for you, they wouldn’t work for others, but that being said – we don’t expect there to be any issues!

The following process is seamless and obvious during the purchase process itself. There’s no need to memorize or prepare for the process, but for your reference:

  1. If available, a little bubble will pop-up to describe the package to be purchased. Click the blue “plus” button. Another blue button that says “Buy Tickets” will come on the bottom right. Click that.
  2. You’ll then be prompted to create a ticketing account. Don’t worry – you’ll have PLENTY of time to make one and it’ll be short and easy. You cannot make a ticketing account beforehand, but, once again, making one during the purchase process won’t put you at any sort of risk.
  3. After making the ticketing account, you’ll be prompted for a phone number. This should be the number for the person who will be the lead guest on the order. If you, the purchaser, are not that guest – you should put his/her number. Click continue.
  4. Another bubble will pop-up to prompt for the Will Call Name. This is the name of the actual guest who is attending. If you, the purchaser, are buying this for someone else – put the other person’s name in this field.
  5. You’ll be prompted to give your billing information. On the left-hand side of this page, there’s another, smaller blue button that says “+ Use Payment Plan” – click that button if you want to use the payment plan. You’ll be prompted to agree to it. Agree if you want it!
  6. Click “confirm purchase”.
  7. You’re done! You’ll get a confirmation email saying as much.

That means that all available packages are currently in people’s carts. There’s always a chance someone drops it from the cart, but we’d advise trying your hand at a new package. Once a package officially sells out, we’ll reflect that on the packages page.

Nope! You can only supply one card during the purchase process, but you may switch your card for future payment plan installments by logging into your tixr account.

Unfortunately not. Only the first installment can be made during the purchase process. Each installment should be made based on the payment plan dates.


Waitlist FAQ

NO. The waitlist does not guarantee a package. The waitlist is simply a way for guests to purchase a sold out package if one does open up.

It is not likely, as no general re-releases are planned. Thus, if you do not currently own a package, your only way to guarantee a spot is to purchase an available package on the packages page.

You’ll be placed in a first-come, first-serve list. Your card will be pre-authorized, but not charged, and you will receive a waitlist confirmation email. You’ll be notified via email if/when a package does open.

Your pre-authorized card will be charged the full package price, and you will then be emailed at the address provided with an email explicitly confirming your purchase. Please note: this is not the same email that all guests receive immediately after signing up for the waitlist.

It is first-come, first-served if a package does open for a waitlist package-type.

You may, but only if the package you requested on the waitlist is NOT a downgrade from your original package. A downgrade constitutes one of the following: Downgrade in price, downgrade in number of nights, and/or downgrade in number of people.

You may, but in order to ensure this happens, you need to register both your original order and your initial waitlist request under the same name and billing information. Additionally, your original order cannot be refunded if the new package is considered a downgrade from the original package.

All packages, both those purchased through the packages page and those redeemed via the waitlist process, are non-transferable.

You may cancel your waitlist request at any time before your card is charged! Simply log-in to your Tixr account and follow the instructions in there.

All packages, both those purchased from our packages page and those redeemed via the waitlist process, are non-refundable. If you want to cancel your waitlist request, you’ll need to do so before you are charged/selected.

There is no option to opt into the payment plan for waitlist packages. All waitlist orders are pay-in-full.

Yes, but to do so – you need to cancel your original waitlist order and go through the process again. Please note – packages cannot be modified after you are charged for them (if you are selected for the waitlist)

You’ll be sent a confirmation email and after that point, you’ll be the same as any guest! As the event approaches, CID Presents will reach out to the email address on file with the order to gather additional guest information, flight details, etc.

Check out Tix-r’s own FAQs here. If you still have questions, give us a ring at 888-820-0386 or at info@cidpresents.com (10AM-6PM ET, 7 days a week).