Frequently Asked Questions
Using this site – ADA Accessibility
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 firstname.lastname@example.org. 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.
HOW FAR IS MY RESORT FROM THE CANCÚN INTERNATIONAL AIRPORT?
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.
The Dreams Tulum is 111 km or approximately an hour and 20 minutes by shuttle bus.
The Rosewood, Fairmont and Banyan Tree Mayakoba Resorts are 48 km or approximately 38 minutes by shuttle bus.
HOW FAR IS MY HOTEL FROM PLAYA AZUL (THE MUSIC VENUE)?
Performances will take place on-site at the Barceló Maya Resort. Official Playing in the Sand shuttles will transport guests from our partner resorts to the Barceló:
The Hard Rock is 5 km or approximately 7 minutes by shuttle bus.
The Dreams Tulum is 32 km or approximately 25 minutes by shuttle bus.
The Rosewood, Fairmont and Banyan Tree Mayakoba Resorts are 34 km or approximately 30 minutes by shuttle bus.
IS THERE AN AGE RESTRICTION FOR THE EVENT?
You must be at least eighteen (18) years old to purchase a ticket. Guests seventeen (17) years of age or younger may attend the event if accompanied by their parents or legal guardian (with valid proof of such) at all times. Please check back for more information on bringing guests who are seventeen (17) years of age or younger
CAN I BRING MY KIDS? IS THERE SPECIAL PRICING FOR CHILDREN?
Yes. However, the rules and pricing at each resort are a little bit different, especially concerning the ages and number of children allowed in specific room-types. Please check back for more information.
CAN I PURCHASE TICKETS TO THE SHOWS WITHOUT PURCHASING A RESORT PACKAGE?
Show access is only sold through our all-inclusive resort packages. There are no plans to sell tickets without resort accommodations.
WILL I NEED TO PAY IN FULL FOR MY PACKAGE AT THE TIME OF PURCHASE, OR IS THERE A PAYMENT PLAN?
At the time of purchase, you will be able to choose between paying in full or taking advantage of our payment plan. 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. Please check back for specific information.
CAN I PAY FOR THIS PACKAGE USING MULTIPLE CREDIT CARDS?
When you place your order, you will only be able to use a single 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 ticketing account. Please note: the card charged for the most recent payment will be automatically charged for any future charges unless the billing information is changed via the steps 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 required from you.
ARE THERE FEES CHARGED IN ADDITION TO THE LISTED PACKAGE PRICES?
There are no additional ticketing fees on top of the prices you see, and Playing in the Sand packages provide an all-inclusive experience within the concert venue for all three (3) nights.
Please note: We recommend reviewing the Banyan Tree Mayakoba details, as there are additional limitations to the all-inclusive experience at this resort. The Rosewood Mayakoba is not considered an all-inclusive resort, and all food & beverage will be an additional cost.
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.
HOW MANY RESORT ROOMS ARE INCLUDED IN FOUR-PERSON PACKAGES?
Each Playing in the Sand package includes ONE room at your chosen resort. If you purchase a package for four, the package includes ONE room with TWO beds.
IS AIRFARE INCLUDED IN THE PACKAGE PRICING?
No, airfare is not included.
Each Playing in the Sand package includes concert access, resort accommodations, food and drink inside the concert venue, shuttle transportation between Cancún International Airport and your resort, and shuttles between your resort and the concert venue (if applicable).
CAN I PURCHASE ADDITIONAL NIGHTS AT MY RESORT BEFORE OR AFTER THE NIGHTS INCLUDED WITH MY PACKAGE?
Yes. You can purchase the following additional nights through us for each resort, availability permitting.
HOW CAN I BOOK ADA ACCOMMODATIONS FOR THE RESORT AND SHUTTLE PROGRAM?
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 email@example.com. We will work with you and the appropriate parties to ensure you have a seamless experience in Mexico with us.
Please note: each resort has its own policy in regards to service animals, so if you do plan on attending with one, please let us know beforehand and we will look into your options.
I’M PURCHASING THIS PACKAGE AS A GIFT FOR SOMEONE. IS THIS ALLOWED?
If you purchase a Playing in the Sand package as a gift for someone else, you MUST put his/her name in the “Will Call Name” section during the purchase process. If you fail to do this, please notify CID Presents within 48 hours of your purchase.
WILL I NEED TO PROVIDE MY PARTY’S GUEST AND TRAVEL INFORMATION DURING THE PURCHASE PROCESS?
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.
WILL THERE BE A DEADLINE FOR PROVIDING TRAVEL DETAILS?
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.
I HAVE FRIENDS WHO ARE ALSO BOOKING PACKAGES. CAN I MAKE ROOM PROXIMITY REQUESTS TO BE LOCATED NEAR THEM AT OUR RESORT?
Yes, of course! We will send each package purchaser credentials to log in to the Playing in the Sand Guest Dashboard a few weeks after the purchase. This will allow guests to easily submit proximity requests.
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 in the Guest Dashboard. 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.
WHAT DOCUMENTATION DO I NEED TO TRAVEL?
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.
IS TRANSPORTATION TO AND FROM CANCÚN INTERNATIONAL AIRPORT INCLUDED?
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.
HOW OFTEN WILL SHUTTLES RUN FROM CANCÚN INTERNATIONAL AIRPORT (CUN) TO THE RESORTS?
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.
IS PARKING PROVIDED AT EACH 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 Playing in the Sand 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 Playing in the Sand 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.
MEMBERS OF MY PARTY MAY ARRIVE LATE. HOW CAN THEY CHECK IN AT THE HOTEL AND RECEIVE THEIR EVENT CREDENTIALS?
Late arrival is no problem, as Playing in the Sand 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.
THE ORIGINAL PURCHASER OF MY ORDER IS ARRIVING AT A DIFFERENT TIME THAN OTHER GUESTS IN OUR PARTY. WILL THIS BE AN ISSUE?
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.
CAN WE CHECK IN EARLY TO THE RESORT? WILL THE RESORT HOLD OUR BAGS IF OUR ROOM ISN’T READY? I WANT TO GET TO THE EVENT ASAP!
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 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.
WILL THERE BE ASSIGNED OR RESERVED SEATING FOR THE SHOWS?
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!
MY FRIENDS ARE STAYING AT A DIFFERENT RESORT. CAN I VISIT THEM?
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.
WHAT SORT OF SPECIAL ACTIVITIES ARE PLANNED BESIDES MUSIC?
There will be no shortage of exciting activities to enjoy at each Playing in the Sand 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!
ARE THERE DRESS CODES FOR THE RESORTS OR CONCERTS?
Most resort dining areas require shirts and shoes to enter. Some restaurants also require long pants, please check as you make reservations. There are no specific dress guidelines for the resorts or concert venue.
WHAT DO YOU SUGGEST FOR AN INTERNATIONAL PHONE PLAN OR ALTERNATIVE COMMUNICATION?
Each phone network has unique options; we suggest checking with your service provider for specific choices. Every resort has Wi-Fi available, so laptops and smartphones can provide inexpensive alternatives for calling including Skype and Viber.
Please note: Access to Wi-Fi may incur an additional fee, depending in which resort you stay. We will be selling Wi-Fi access for all Barceló guests in the near future. Please stay tuned for more information!
DO I NEED AN OUTLET CONVERTER?
No, all partner resorts have conversion outlets to accommodate American plugs.
DO RESORTS OFFER LAUNDRY SERVICE?
All partner resorts provide laundry services, though the costs vary for each hotel. Laundry service is not included in all-inclusive resort amenities.
CAN I PAY WITH US CURRENCY AT THE RESORT?
Yes, all resorts accept US currency, as do most restaurants, bars and shops in the surrounding area.
IF WE STAY AT A RESORT BESIDES THE BARCELÓ, WILL THERE BE FOOD AND DRINK AVAILABLE WHEN WE ARRIVE AT THE CONCERTS?
Absolutely, all Playing in the Sand 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!
WHAT IF I CAN NO LONGER ATTEND THE EVENT AFTER PURCHASING A PACKAGE? CAN I RECEIVE A REFUND?
All packages are non-refundable. Please refer to the Purchase Policy for complete details.
IS THERE TRAVEL INSURANCE THAT I CAN PURCHASE THAT MAY PROVIDE ME WITH OPTIONS IF I CAN NO LONGER ATTEND?
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.
WILL I HAVE A GREAT TIME?