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FAQs

General FAQ

The health and safety of our guests, artists and staff is our highest priority. For more information regarding COVID-19 policies, please click here.

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 to our guest services team at 888-377-3810 or at playinginthesand@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.

  • January 7-10 Event: Dead & Company will play three nights between Friday (1/7) and Monday (1/10). While the specific set schedule is not confirmed, the music will begin on Friday 1/7, so please plan accordingly!
  • January 13-16 Event: Dead & Company will play three nights between Thursday (1/13) and Sunday (1/16). While the specific set schedule is not confirmed, the music will begin on Thursday 1/13, so please plan accordingly!

January 7-10 Event: check-in and check-out dates depend on what type of package you purchase.

  • All 4-Night packages check in on Friday, January 7th and check out Tuesday, January 11th
  • All 5-Night packages check in on Thursday, January 6th and check out on Tuesday, January 11th OR Friday, January 7th and check out on Wednesday, January 12th
  • All 6-Night packages check in on Thursday, January 6th and check out on Wednesday, January 12th

January 13-16 Event: check-in and check-out dates depend on what type of package you purchase.

  • All 4-Night packages check in on Thursday, January 13th and check out Monday, January 17th
  • All 5-Night packages check in on Wednesday, January 12th and check out on Monday, January 17th OR Thursday, January 13th and check out on Tuesday, January 18th
  • All 6-Night packages check in on Wednesday, January 12th and check out on Tuesday, January 18th

The concerts will be held at our beautiful ocean-side venue on the North beach of the Moon Palace Cancun resort. Sunrise rooms are the closest to the venue, while Nizuc is just a short walk away. Guest staying at The Grand or Golf Course Villas area are slightly further away but will have access to multiple transportation methods to and from the show each night. Please refer to the venue map HERE for the resort layout.

You must be at least eighteen (18) years old to purchase a Playing in the Sand package. Please check HERE for more information on bringing guests who are seventeen (17) years of age or younger.

The earlier you arrive, the better! Specific set times will be announced closer to the event, but we advise all guests to 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!

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. There will be a deadline, within one month of the event, by which all guest flight information should be submitted in the Guest Dashboard. We will send out the guest dashboard in the near future – please stay tuned for it!

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

Flight information will be collected in the Guest Dashboard to coordinate your shuttle transportation. In order to accurately plan the shuttle schedule, there will be a deadline, within one month of the event, by which all guest flight information should be submitted in the Guest Dashboard. Any guest who has not provided this information by the deadline may need to utilize airport shuttles on a standby basis.

The primary purchaser’s information is submitted when buying the package (please note: the name of the lead guest/primary purchaser cannot be changed after this time). In the coming months after your purchase, you will be sent login details for the Guest Dashboard where you can submit your guest information. All guest names for each package must be submitted within the Guest Dashboard by the specified deadline. For the Jan 7-10 event, the deadline will be December 7th. For the Jan 13-16 event, the deadline will be December 13th. After this date, there will be a $100 fee to add or change a guest name to your package for check in.

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.

In the event of a full cancellation for any reason, a refund will be issued on the credit card used to purchase your package.

Our refund policy will remain as it has been in previous years and can be reviewed here. All packages are non-refundable. That being said, if you or your guests cannot attend due to an emergency please reach out to our Guest Services team. We will be happy to walk you through any possible options available to you. It is recommended that you consider purchasing “Cancel For Any Reason Travel Insurance” from a third party, but is not required as a part of your purchase from us.

Packages FAQ

The Jan 13-16 event is sold out. The Jan 7-10 on sale dates will be announced soon.

Previous Playing in the Sand purchasers and guests will be invited to a limited pre-sale with the ability to purchase an all-inclusive package via a code that will be emailed to them prior to the pre-sale.

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. If you select our payment plan option, there will be a $50 processing fee which will be split across all installments.

Please note: the payment plan option must be selected during the checkout process and cannot be applied after the order has been submitted. Payment plans cannot be used for waitlist packages. If you sign up for the waitlist and your order processes, the order must be paid in full.

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 HERE.

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.

  1. When your on-sale begins, click the bed-type button on the row of the package-type you’d like to select.
  2. You will be brought to a Tixr Ticketing page.
  3. If you are participating in a pre-sale, you will be prompted to put in your access code. Click submit.
  4. Click the blue (+) sign on the right of the package title to add the package to your cart.
  5. Click Checkout.
  6. Once the package is in your cart, you will have a timer on the top-right corner of the screen that counts down the time you have to complete the purchase process. The timer starts at 10 minutes. Once you see this timer, the package is officially in your cart.
  7. You will be prompted to purchase available add-ons such as additional night and childrens packages. You can click “No Thanks” or “Cart Selected Add-ons” and click “Add to cart and proceed”
  8. At this time, you will be prompted to pay in full or select the payment plan. If you select the payment plan, full details will pop up. After reading details, click “I agree – Checkout”
  9. You will be prompted to create a new account or log into your existing account via Tixr. There is no need to create an account with Tixr ahead of time. If you already have an account with Tixr, we’d advise checking to make sure your password is remembered by logging into your account at https://www.tixr.com/ (click log-in on top right). If you don’t remember your password, click “forgot password.”
  10. After logging in via Tixr, you will be prompted to provide Will Call Name which is the lead guest on the package. IMPORTANT: the lead guest name cannot be changed or transferred, and does not have to be cardholder. You will then be prompted to complete the phone number, shipping address, and travel insurance interest. Then, click the final button to complete the purchase.
  11. Once purchased, you will see an on-screen confirmation of purchase, followed very shortly by an email confirmation.

No. Each access pre-sale code is single-use. This also includes waitlist orders – if the code is used for the waitlist, it cannot be used on an available package nor can it be used to sign up for an additional waitlist package. There are no exceptions to this policy.

If you select our payment plan option, there will be a $50 processing fee which will be split across all installments. During the purchase process, there will be an optional add-on fee to offset your carbon emissions. Otherwise, there are no additional ticketing fees on top of the prices you see.

All Playing in the Sand packages provide an all-inclusive experience within the concert venue for 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.

As announced by the Quintana Roo government on March 19, 2021, beginning April 1, all international visitors to the Mexican state of Quintana Roo, 15 years and older, will need to pay a Tourist Usage Fee of $224 Mexican pesos (MXN), approximately $10 USD depending on the exchange rate.

Each Playing in the Sand 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:

  • Sunrise Superior Deluxe Family Connected (2 rooms)
  • Sunrise Two Bedroom Oceanfront Presidential Suites (2 rooms)
  • Stage View and Venue Front Presidential Suites (2 rooms)
  • Sunrise Two Bedroom Diamond Presidential Suite (2 rooms)
  • Golf Course Two Bedroom Suite (2 rooms)
  • Golf Course Two Bedroom Villa (2 rooms)
  • Nizuc Superior Deluxe Family Connected (2 rooms)
  • Nizuc Three Bedroom Villa (3 rooms)
  • Nizuc Residence (4 rooms)
  • The Grand Deluxe Family Connected (2 rooms)
  • The Grand Two Bedroom Presidential (2 rooms)
  • The Grand 3 Bedroom Villa (3 rooms)
  • The Grand 4 Bedroom Villa (4 rooms)

Yes! We 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.

You can bring kids to Playing in the Sand, 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 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 as part of their Playing in the Sand package.

The Moon Palace only has accessible rooms in the Deluxe King or Two Double room type category and these rooms are limited. These accessible rooms are the same as all other Deluxe rooms but offer a wider door frame and an accessible bathroom. If you require an accessible room, please purchase one of the following package types:

  • Sunrise Deluxe – King or Two Doubles
  • Nizuc Deluxe – King or Two Doubles
  • The Grand Deluxe – King or Two Doubles

*Accessible rooms are NOT available in the Golf Course resort section*

If you have purchased a package with a higher tired room but require accessibility, please reach out to Guest Services to update your package type.

Please note: you may also rent a shower chair to add to any room type

No, airfare is not included. Each Playing in the Sand package includes concert access, resort accommodations, food and drink, and shuttle transportation between Cancún International Airport and the Moon Palace Cancun.

Additional nights will not be available for 4-night packages. However, additional nights will be available for the following 5 and 6-night packages:

January 7-10 Event

6 Night Packages

  • Additional night of January 5th
  • Additional night of January 12th (limited availability)

5 Night Packages

  • (Thurs Check In): Additional night of January 5th
  • (Fri Check In): Additional night of January 12th (limited availability)

January 13-16 Event

6 Night Packages

  • Additional night of January 11th
  • Additional night of January 18th

5 Night Packages

  • (Wed Check In): Additional night of January 11th
  • (Thurs Check In): Additional night of January 18th

If you wish to purchase a package as a gift for someone else, you MUST enter the recipient’s name during the purchase process. Before completing the process, you will be prompted to provide the name of the lead guest on the order – please put the gift-recipient’s name in this field. Please note – the name in this field cannot be modified after the purchase. All other guests’ info in the package will be provided via the Guest Dashboard once that is released.

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

CID Presents will closely monitor relevant recommendations and guidelines imposed by local authorities and The World Health Organization to ensure a safe experience for all guests. If, for circumstances outside of our control, it is deemed unsafe to produce this event, a full refund will be issued on the credit card used to purchase.

Due to the number of guests on our pre-sale lists, it is possible. If packages sell-out they will either show “Sold Out” or “Waitlist” on our packages page.

The waitlist is activated once a package sells out. Waitlist packages are not guaranteed packages. You will know you are accessing a waitlist package, as it will make note of it multiple times during the checkout process. The checkout process will be similar to the general purchase process except that it will say waitlist. You will not have an option to utilize a payment plan on waitlist packages as all waitlist orders are pay-in-full. You will have to input billing information, and if a package becomes available for you, you will be billed and notified. You can cancel your waitlist reservation at any time by logging into your Tixr account.

If packages become available, the waitlist will process in chronological order. If a package opens – the first guest in line will receive it and be charged in full for it. Packages may open for any number of reasons, but there are no re-releases planned. Packages can open at any time before the event – whether shortly after the on-sale or within weeks of the event itself.

During a pre-sale where an access code is needed you may NOT waitlist multiple packages as the access code can only be used ONE time. It does not matter if the code is used for a waitlist or available package, it can only be used once. If packages are available for a public on-sale, you may waitlist multiple packages at that time. Please note – waitlist orders are non-refundable and non-transferable if they are ultimately granted.

Resort FAQ

The concert venue is located on the northern most beach of the Moon Palace within the Sunrise property. Sunrise rooms are the closest to the venue, while Nizuc and The Grand are just a short walk away. Guest staying at The Grand or Golf Course Villas area will have access to multiple transportation methods to and from the show each night.

New for 2022: 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 check in with the Moon Palace Guest Services team after you check in to your room with CID. The Moon Palace Guest Service desk will be available throughout the check in locations.

We’re happy to take these requests! In the weeks following the on-sale, we’ll release the Guest Dashboard, which can be used to make these requests. That Dashboard will give folks the ability to request certain areas of the resort, make proximity requests to be near their friends’ rooms, and much more. Please wait until the guest dashboard is released to make these requests to ensure they are recorded properly.

Please note – the best way to 100% guarantee close proximity to another group is to book a package that includes more than one room: family connected rooms, two bedroom presidential suites, golf course suites, villas, or the residence!

The Moon Palace Cancún is 11.6 km or approximately 15 minutes by shuttle bus. We advise all guests to factor in at least 1.5 hours (with the potential of up to 3-4 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! Please note, however, that we do provide shuttle service between Cancun International Airport and the Moon Palace.

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 via the Guest Dashboard 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.

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!

All package purchasers will have full access to the Sunrise, Nizuc, Golf Course Villas area of the Resort, and the concert venue. Please Note: Only The Grand package purchasers will have access to The Grand at Moon Palace.

Yes! WiFi is complimentary throughout your stay.

Yes! All rooms come with either a balcony or patio except for the Nizuc Governor Suite Ocean View.

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

Yes, the Moon Palace Cancun 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 Moon Palace 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 the first day of music – we advise all guests to factor in at least 1.5 hours (with the potential of up to 3-4 hours) to get from Cancún International, through Customs, on the shuttle, and checked in to the resort!

Show access is only sold as part of our all-inclusive resort 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 in the food and beverage areas as well as other seating options around the venue. Lounging in the sand is also always a good option!

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!