FAQ

FAQs

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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.

In order to book ADA-accessible accommodations and shuttle service, please purchase a package and then reach out to our guest services team at 888-820-0386 or at info@cidpresents.com. We will work with you and the appropriate parties to ensure you have a seamless experience in Mexico with us.

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

The Phish: Riviera Maya Concerts will take place on Thursday 2/21, Friday 2/22, and Saturday 2/23

The concerts are held at our beautiful ocean-side venue, Playa Azul. Playa Azul is located on the grounds of the Barcelo Resort, right on the beach. Please note: All guests, regardless of which resort package they purchased, will have access to the venue for all shows there, but only Barcelo and Barcelo Palace guests will have access to the rest of the resort property.

No, airfare is not included. Each Phish: Riviera Maya package includes concert access, resort accommodations, food and drink inside the concert venue, complimentary hotel shoehorns, shuttle transportation between Cancún International Airport and your resort, and shuttles between your resort and the concert venue (if applicable).

Packages will go on-sale to the general public on Friday, September 14th at 1PM ET.

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. For more passport information, please click HERE.

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

At the time of purchase, you will be able to choose between paying in full or taking advantage of our payment plan. For payment plan installment dates, please click here. Please note: if you choose to do so, there will be a one-time $50 payment plan processing fee added to the first payment for your package.

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 account via a link that we’ll provide here after the on-sale.

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. All resorts 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. Please note: any non-residents who fail to provide their passports and immigration cards to the resort at check-in, will also incur this charge.

Please note: The Esencia package is NOT all-inclusive at the resort. Additionally, we recommend reviewing the Esencia Resort details, as there are additional limitations to the all-inclusive experience.

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 on the billing info page during the purchase process.

Yes, shuttle transportation between Cancún International Airport and your 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 resorts; no other airports or resorts in the area will be serviced.

Each Phish: Riviera Maya package includes ONE room at your chosen resort. If you purchase a package for four, the package includes ONE room with TWO beds.

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

Barceló Resort and Palace:

  • 5-night packages:
    • Tues – Sat:  Monday February 18th and/or Sunday February 24th and/or Monday February 25th
    • Wed – Sun: Monday February 18th, and/or Tuesday February 19th and/or Monday February 25th

Hard Rock Hotel:

  • Tuesday, February 19th
  • Sunday, February 24th

Dreams Tulum

  • Tuesday, February 19th
  • Sunday, February 24th

Secrets Akumal

  • Tuesday, February 19th
  • Sunday, February 24th

Esencia

  • Sunday, February 24th

If you plan on booking additional nights with the resort directly, please make sure to reserve the same exact room type to ensure the best possible chance of linking reservations. Please note these requests are not guaranteed.

During the purchase process, you will only need to provide the lead guest’s name via the “Will Call/Pick-Up” field. After you’ve purchased, CID Presents Guest Services will reach out to you to collect personal and flight information for each guest in your party.

Yes! You will be given the specific date of this deadline in the near future, but it will most likely fall within 2 months of the event. All guests who provide travel information after that deadline may need to utilize airport shuttles on a standby basis.


Resorts FAQ

Performances will take place on-site at the Barceló Maya Resort. Official Phish: Riviera Maya shuttles will transport guests from our partner resorts to the Barceló:

  • The Hard Rock is 5 km or approximately 7 minutes by shuttle bus
  • Secrets Akumal is 18 km or approximately 15 minutes by shuttle bus
  • Dreams Tulum is 32 km or approximately 25 minutes by shuttle bus
  • Hotel Esenica is 2.6 km or approximately 7 minutes by shuttle bus
  • The Barceló, where the venue is located, is 80 km or approximately an hour by shuttle bus.
  • The Hard Rock is 74 km or approximately 55 minutes by shuttle bus.
  • Secrets Akumal is 91 km or approximately 1 hour and 7 minutes by shuttle bus.
  • Dreams Tulum is 110 km or approximately 1 hour and 20 minutes by shuttle bus.
  • The Hotel Esencia is 80km or approximately 1 hour and 3 minutes by shuttle bus.
  • The Newark Best Western is approximately 57 hours and 13 minutes by shuttle bus.

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 2 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 4 hours to get from Cancun International, through Customs, riding the shuttle, and checking-in to the resort!

Yes, you can park at your resort. However, you may not park at the Barceló for the event unless you are staying at the property. If you are staying at one of the other resorts, you must ride a Phish: Riviera Maya shuttle to the show or arrange for your own private transportation to pick you up and drop you off. A reminder: transportation WILL be available for all Phish: Riviera Maya guests to and from the airport, as well as to and from the Barceló for the concerts if you are staying at one of our other resorts.

Yes, of course. If you would like to have your room in close proximity to another party’s room, please be sure to book at the same resort 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 2 months of the event.

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.

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

Standard resort check-in times apply across all of our resorts. Resort check-in time is often not guaranteed until 3:00 PM or 4:00 PM. Each of our resorts 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

No, all guests will only have access to the resort at which they are staying, AND the concert venue. While the venue is on the Barceló Resort property, it will be sectioned off from the rest of the resort grounds. Guests who aren’t staying at the Barceló will not be allowed on the resort grounds (outside of the venue) before or after the shows.

No, all partner resorts have conversion outlets to accommodate American plugs.

No, all partner resorts will provide mudrat detectors as well as ribbon reflectors.

All partner resorts provide laundry services, though the costs vary for each hotel. Laundry service is not included in all-inclusive resort amenities.

Yes, all resorts accept 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. Every resort has WiFi available, so laptops and smartphones can provide inexpensive alternatives for calling including Skype and Viber. Please note: Access to WiFi may incur an additional fee, depending in which resort you stay. We will be selling WiFi access for all Barceló guests in the near future. Please stay tuned for more information!

Another great alternative communication is Esperanto!


Event FAQ

You must be at least eighteen (18) years old to purchase a package. Guests seventeen (17) years of age or younger may attend the event at full price ONLY if accompanied by a parent or legal guardian (with valid proof) at all times. For children’s pricing and info, please click here.  *Please note: ALL guests staying at Secrets Akumal must be 18 years or older.

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!

Most resort dining areas require shirts and shoes to enter, but there are no specific dress guidelines for the resorts or concert venue. Some restaurants will require pants and shoes to enter, please check with the restaurant before arrival. Although certain hotels will not allow “More Cowbell” T-shirts on the premises.

Absolutely, all Phish: Riviera Maya guests will be greeted with a variety of food and drink options within the venue, all included in your package. There will even be dozens of servers bringing drinks into the crowd each night, so you won’t need to leave your spot!

There will be no shortage of exciting activities to enjoy at each Phish: Riviera Maya 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! Also, many hotels have that mini-shuffleboard thingy.