Event packages became available to the general public at 1PM EDT on Wednesday, May 24th. A limited amount of rooms remain at Moon Palace - secure your spot on the beach today!

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Check out the video below for a walkthrough of our package browsing and purchasing process:

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Below are the TIXR purchasing process steps featured in the video:

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1. Navigate to the Tixr site for purchasing as well as the ability to filter within each of the resort properties to find your perfect package.
2. When the on-sale begins, click the blue (+) sign in the bottom-right corner of the image for the package you’d like to buy.
3. 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.
4. 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.
5. If you wish to proceed, click Checkout.
6. 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. 
7. 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.”
8. 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. 
9. Deep breath — we’re about halfway through.
10. If you select the payment plan, additional details will appear. After reading this information, click “I agree – Checkout”
11. You will be prompted to create a new Tixr account or log into your existing account.
12. 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.
13. 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. 
14. Next, you will be prompted to add your phone number, shipping address, agree to Phish: Riviera Maya Policies, and select your travel insurance interest. 
15. Once you’ve finished submitting payment information, click the purchase button to complete your order.
16. After your package has been purchased, you will see an on-screen confirmation, followed very shortly by a Tixr confirmation email.
17. 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 payment plan option must be selected during the checkout process and cannot be applied after an order has been submitted. If you purchase after a payment date has passed, you will be required to pay all previous installments at that time. 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.
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The payment plan cannot be used for waitlist packages.

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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.

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

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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.

During the online purchase process, there is a prompt to input a Will Call Name. 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. All lead guests have received login details for their personal event Guest Dashboard. This is where lead guests can review package information, submit additional guest and flight details, and place proximity and room requests. Off-site adventures can also be purchased via the Guest Dashboard, but please know that any credit card can be used for adventure 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 Monday, January 22, 2024. After this date, there will be a $100 fee to add or change an additional guest name to your package for check-in.

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If you wish to purchase a package as a gift for someone else, please enter the recipient’s name during the purchase process. You will be prompted to provide the name of the lead guest (Will Call Name) on the order – please put the gift-recipient’s name in this field. All other guest info will be collected via the Guest Dashboard.

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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.

Playa Luna offers the following additional nights: 

Moon Palace

• Tuesday, February 20th for 5-night Moon Palace packages with a check in date of Wednesday, February 21st.
• Sunday, February 25th for 5-night Moon Palace packages with a check in date of Tuesday, February 20th.

Etéreo

• Tuesday, February 20th for 4-night Etéreo packages with a check in date of Wednesday, February 21st. 
• Sunday, February 25th for 4-night Etéreo packages with a check in date of Wednesday, February 21st. 

These optional nights will be available as an add-on during the purchase process, availability permitting.

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If an additional night is unavailable or sold out via Playa Luna, the add-on will not be listed during the purchase process. Please 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 entire duration of your stay in this case.

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

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A $65 Tixr processing fee will be added to your cart at check out. This is a one-time fee added on top of your package and any add ons. This processing fee is the same no matter what package you purchase.  

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If you select our payment plan option, there will be an additional $50 fee.

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All additional guest names for each package must be submitted within the Guest Dashboard by Monday, January 22nd. 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.

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

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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.

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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. 

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If a package becomes available, the waitlist will process in chronological order. There is no advance warning when the waitlist may run. If you are next in line, 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.

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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 24hrs of the waitlist package processing. There are no exceptions to this refund window for waitlist orders.

If the waitlist opens after the general On Sale, you are welcome to waitlist multiple packages. 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.

We’ll allow it.

Please refer to this graphic for official schedule details:

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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.

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

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 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 restaurants and buffets. Please be aware that some resort restaurants and bars require slacks and closed toe shoes.

No.

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. 

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Palace Elite Reservations Team

U.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 book a package with your membership. 

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Palace Elite Reservations Team

U.S. / CAN +1-888-987-7655

WORLDWIDE DIRECT +52-998-234-0610

Contact Form

All Moon Palace packages include a resort credit of $250 that can be spent on spa service*, golf, or adventures. In order to activate this $250 resort credit, you must speak with the Moon Palace Guest Services team after you check in with the event, unless you purchase a Spa Service in advance via the Guest Dashboard. A Moon Palace Guest Services desk will be located within the check in area. Etéreo and Westin packages do not include resort credit.

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*Spa Service Details:

• You may purchase a spa timeslot through our Guest Dashboard, and your resort credits will automatically be activated. All Spa prices shown in the Dashboard include the $100 credit applied.
• You will see a remaining balance of $150 Resort Credits once you arrive at Moon Palace.
• All Spa services purchased through the Guest Dashboard will be redeemed at the Golf Course Awe Spa.
• Spa appointments are non refundable.
• We recommend arriving at the Spa 1 hour ahead of your appointment to enjoy the hydrotherapy.

Yes, these requests can be made within the Guest Dashboard. The Guest Dashboard gives the lead guest the ability to request certain areas of the resort, make proximity requests to be near their friends, and much more.

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 not guaranteed until 4:00 PM. The hotels have 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.

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.

• Guests who purchase a package at The Grand, along with guests with a Villa, Residence, Presidential Suite, and Golf Course Two Bedroom Suite, will have access to The Grand, Sunrise, Nizuc, and the Golf Course area, and amenities in those locations. And please, for safety reasons, do NOT enter the Abbatoir.
• Moon Palace guests who purchase a package at Sunrise, Nizuc, or the Golf Course will only be granted access to the areas and amenities of those locations. Access to The Grand at Moon Palace is not permitted.
• Westin Cancun and Etéreo guests will have complimentary access to Moon Palace Cancún’s Sunrise & Nizuc properties during official event pool parties, main stage performances, and late night activities including all-inclusive food and beverage provided in those areas. Please note access to Moon Palace restaurants and bars outside of event activation areas is not included.

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Yes! WiFi is complimentary throughout your stay. You can even take it home with you!

Yes! All Moon Palace and Etéreo rooms come with either a balcony or patio except for the Nizuc Governor Suite Ocean View, which has access to a shared terrace. Westin Cancun rooms do not have a balcony or patio.

No, the resorts have conversion outlets to accommodate American plugs.

Yes, for a fee.

Yes, the hotels accept US currency, as do most restaurants, bars, and shops in the surrounding areas.

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