Getting Started – What is a Cloud 9 Account & why do I need one?

• A Cloud 9 Account is your personal profile, a hub for all your reservations, and a place to manage your current trip.
• You will need a Cloud 9 account in order to book a reservation. Everyone attending needs a Cloud 9 account in order to be officially added to the reservation, make payments, and check in to the event.
• You can manage your reservation by providing flight details, making payments, adding or changing your guest(s), and so much more through your account.
• You will also find tons of information about your reservation with instructions and details on changing / adding guests, purchasing travel insurance, and the Event’s Terms & Conditions.

How do I book a room?

• Please note, Holy Ship! Wrecked is a 21+ event. Guests must be 21 at the time of check in.
• You can place a reservation by logging into your Cloud 9 Account or by clicking the “BOOK NOW” button on this website.
• One person in the room will book the reservation and be considered the “Lead Guest.” There are rooms available for occupancies of 1, 2, 3, or 4 adults.  Please note, quad occupancies are only available in the Two Bedroom Suites.
• Find a room type you want but have 1 or 2 backup choices in mind in case your first choice is sold out.
• Everyone attending will need a Cloud 9 Account. Register now to save time.
• During the booking process you can include your guest(s) name and note any special requests.
• The event offers extra nights, airport shuttles, travel insurance, and more add-ons when you select your room.
  • Any items you add will increase the deposit amount owed when you book.
  • Extra nights and transportation are non-refundable and can be purchased at the time of booking or at a later date depending on availability.

How much does it cost to make a reservation?

• Packages are priced per person and in USD.
• A $250 non-refundable deposit ($500 if booking a Rock Suite) per person is required to reserve a room.
• Deposits and installments must be paid by Credit Card. We accept Visa, MasterCard, Discover, and American Express.

Can I split the cost with my roommate?

• At the time of booking, there will be an option to have 100% financial responsibility or split the financial responsibility with your guest(s).
• If splitting financial responsibility, the Lead Guest will first need to pay their deposit to make the reservation.
• Following immediately after, the additional guest(s) of the reservation will need to log into their Cloud 9 Account(s) to supply the remaining deposit(s) to confirm the reservation.
  • Deposits must be paid within 24 hours or the reservation is subject to cancellation.
• Financial responsibility can also be split after the reservation is booked by contacting the Travel Team via email.

What are the payment plan options?

You can either pay in full or enroll in our automatic monthly payment plan. You will have five monthly payments processed on the 1st of each month starting in July and ending in November.

• A one time $25 payment plan fee will  be added to your initial deposit payment for joining the payment plan.
• If we do not receive your payment after the 48 hour grace period, you will be assessed a $35 declined payment fee.
• Initial deposits and payments must be paid by Credit Card.

Are there any additional fees?

• There is a $49 ticketing fee which includes a $5 surcharge to our non-profit partner Positive Legacy.
• All taxes and fees are included at the time of booking.
• Anyone unable to present an immigration exit stamp during check-in may be assessed an additional 16% tax.

I’m staying in the area during the event. Can I buy a day pass to the shows?

• All guests must have a reservation booked through Holy Ship! Wrecked and be staying at Hard Rock Riviera Maya  to attend. There will not be day passes or single day tickets available.

What if I have accessibility needs?

• If you require special needs support, first floor accommodations due to mobility issues, or additional assistance, please contact the Accessibility Coordinator.
• Make sure you have notes of your mobility / medical conditions in your Cloud 9 Account and in the Preferences section of your reservation.
• For booking accommodations with specific ADA amenities in the room ( such as toilet height, bed height, door widths, roll in shower) you should book a Deluxe Gold room with king bed and contact the Accessibility Coordinator. 

What does the airport shuttle cost?

We have partnered with Amstar DMC, a third party transportation company in Mexico, to offer airport shuttle options

• Roundtrip Airport Shuttle is $77 per person
• One Way Airport Shuttle is $47 per person
• Shuttles are ONLY available to the resort on December 11th & 12th.
• Shuttles are ONLY available to the airport on December 16th, 17th, & 18th.
• Airport shuttles are NOT available during the event on December 13th, 14th & 15th.

How does it work?

• The shuttles ONLY run to/from Cancun International Airport (CUN) to/from Hard Rock Riviera Maya.
• In order to utilize event transportation, you must be arriving at the airport and immediately traveling to Hard Rock Riviera Maya. We cannot provide transportation to people who arrive before Holy Ship! Wrecked and stay at a different resort in the area.
• Flight information MUST be entered into your Cloud 9 Account so we can arrange your shuttle.
• If you fail to enter your flight information, we are not responsible if there is no shuttle for you.
• If your flight arrives before 6am ET, you will need to purchase a pre night to make use of the shuttle and to check into the resort.

What is Travel Insurance and why should I get it?

We strongly suggest guests purchase travel insurance – either in conjunction with your booking or from another provider. If we have learned anything in the past couple of years, it’s that you never know what can happen. It’s important to be prepared for anything. Protect your investment and get peace of mind by purchasing travel insurance.

We have partnered with IMG (International Medical Group) to offer three Travel Insurance plan options. Click below to compare the different policies and get quotes.  You purchase your policy directly with IMG, any corrections or changes must be directed to them within 10 days of your policy purchase.  Please be sure to read your policy as soon as you receive it by email.

You can add insurance to your reservation at the time of booking or later on, but keep in mind you MUST purchase a plan within 20 days of your initial deposit if you want Cancel For Any Reason coverage, if you have a pre-existing condition, or if you want cancellation because of work to be covered.

What is a Carbon Offset?

• By purchasing a Carbon Offset you are offsetting the emissions from your personal travel to the event (your carbon footprint).
• Carbon offsets purchased through Holy Ship! Wrecked support Trees, Water & People and offer not only an opportunity to reduce your environmental impact, but to also curb deforestation rates, and improve the health of families, and support our efforts to protect and conserve natural resources in Central America and Haiti.
• Add Carbon Offsets when you book or through your Cloud 9 Account at any time.

What if I can no longer attend?

• You have the option to cancel your reservation or transfer it to another person.
• If you choose to sell your room, it is your responsibility to find a buyer and sort out the finances.
• Log into your Cloud 9 Account for details on how to transfer or cancel your reservation.

How do I add or change my guest?

• The Lead Guest is the only person on the reservation that can initiate changes, such as adding a guest or making a name change.
• To replace a guest or add a name on the reservation, the Lead Guest must contact the Travel Team.
• Have everyone in your reservation create a Cloud 9 Account.

What are the fees to add or change a name on my reservation?

Change the Lead Guest:

• $150 fee through October 15th
• $225 fee from October 16th – November 14th
• No Lead Guest changes will be accepted starting November 15th

Add or Change Guest Name(s):

• Complimentary through September 1st
• $125 fee from September 2nd – October 15th
• $225 fee from October 16th – November 14th
• No guest name changes will be accepted starting November 15th

Can I request for my room to be close to friends?

• You can request to be close to your friends by emailing the Travel Team with everyone on copy. We will do our best to accommodate, but due to the nature of the event, we cannot guarantee the request will be met.
• Out of fairness to all, we cannot accept room location or building requests.

The room type I wanted sold out…now what?

• If you already have a reservation for Holy Ship! Wrecked, but would ideally like another room type, fill out the Upgrade Form located in your Cloud 9 Account.
• The Travel Team will contact you if anything becomes available between now and before the event.
• Should an upgrade become available, you will be required to pay the cost difference between suite types.

What is the cancellation policy?

• All deposits and payments for Holy Ship! Wrecked are non-refundable.
• The Event HIGHLY recommends that all guests purchase Travel Insurance that includes Cancel for Any Reason coverage.
• Cancellations are only accepted from the Lead Guest with the understanding that the entire reservation will be cancelled.
• If one person in your reservation needs to cancel or will not be attending contact the Travel Team to let them know and to receive instructions if you are filing an insurance claim.
• All cancellations must be submitted in writing by completing the Cancellation Form located in your Cloud 9 Account.
• You are also able to transfer your reservation to another person, per the name change guidelines above.
• View the Event’s Terms & Conditions HERE.

What is the Covid policy?

• At this time, we are not requiring masks, vaccinations, or a negative test to attend.  If you wish to wear a mask, by all means! If you want to practice social distancing, there is plenty of room for everyone to spread out and dance comfortably. We understand that attendees will have differing health concerns and comfort levels, so it is up to each guest to do what they need to ensure they have a safe and enjoyable time at the event.
• Please note, the need for preventative health measures (e.g. proof of negative COVID-19 test, vaccination, or masks) is subject to change and may become required for this event. Details on any changes to necessary measures will be communicated as early as possible on the event website and via email to all booked guests.

I purchased the shuttle. How do I add my flight information?

• Log into your Cloud 9 Account and select the button “Enter Flight Info”.
• Please only add the portion of your flight info that directly arrives and departs to/from Cancun International Airport (CUN). (If you are on a flight with a layover, we only need the portion of the flight that pertains to arriving/departing CUN).

What if my flight is delayed?

• If your flight is delayed, Amstar will track your arrival time and make the proper accommodations.
• However, if you book a completely new flight or new arrival date, contact the Travel Team immediately to let us know.

What is the currency in Mexico?

• The local currency is Pesos; however, US Dollars are also accepted. Please note, your change may be returned in Pesos.

Do I tip while in Mexico? If so, how much?

• Tipping is not expected, but a couple bucks here or there is always appreciated and goes a long way.

When do we check in and check out of the resort?

• Check In begins at 4pm ET
  • If you arrive earlier via Holy Ship! transportation, you are still able to check into the hotel and use the resort facilities, but your room may not be ready until after 4pm ET.
  • If you have an arriving flight landing in CUN between 12am and 5am or plan to arrive to the resort after 12am, please contact the Travel Team to ensure your reservation is correct and you are expected.
• Check Out is by 11am ET on your departure day
  • There are NO late check outs.
  • If your flight is later in the day you will be able to use the resort facilities until 6pm ET.

Members of my party are arriving later than me, can we check in at different times?

• Yes, you all can check in at separate times!
• Upon arrival, make sure your party checks in with the resort and with the event to collect their room keys, event wristbands, and welcome gifts.

What are some of the resort’s amenities?

Specialty Restaurants, Buffets & Poolside Brick Oven Pizza • Complimentary 24 Hour Room Service • Multiple Bars, Lounges & Pop-Up Bars • Full Service Spa & Salon • On Site Waterpark • Coffee Shop • Fully Equipped Fitness Center • Free WiFi

How do I make a spa appointment or reserve a Bali bed?

Secure Hard Rock Spa and Bali bed reservations in advance by emailing Hard Rock’s Vacation Planners. Send your email with the subject line “Holy Ship! Wrecked Vacation Planner Request” and include the following info –

1. Your Full Name
2. Service You Want To Book (ex. relaxing massage 50 Min)
3. Requested Date (ex. December 4th)
4. Preferred Time (ex. 10:00 am)
5. Therapist (Male or Female)

You can also make spa appointments when you arrive with the Hard Rock Vacation Planners at check-in or located in both lobbies during the event.

Is there WiFi at the resort?

• Yes! Free WiFi is available resort-wide.

Is there an ATM at the resort?

• There are ATMs by the Front Desk in each Lobby at Hard Rock that dispense Pesos.
• Fees will apply so try to plan ahead!

Is there a Lost and Found?

• Lost & Found is located at the Front Desk in both Lobbies. There will also be flip flop drops by the Heaven & Hacienda pools.

Are food and drinks included?

• Absolutely. Your all-inclusive package covers food and beverages, including alcohol!
• Enjoy breakfast, lunch, dinner, and late night munchies at no additional cost.
• There is also complimentary 24 hour room service.

Is there a dress code during the event?

• There is no dress code, but shirts and shoes are required in all dining areas.
• If you plan on coming early or staying late, the restaurants do have a dress code. Think resort casual but be sure to bring a pair of pants with you.

Will vegetarian, vegan & gluten-free options be available?

• Vegetarian, vegan & gluten-free options will be available at all meals.
• You should indicate dietary requests and allergies to the host of the restaurant or buffet and they will let your waiter know and help guide you to the offerings available.
• If you have severe food allergies, please be sure to indicate them in the medical note section of your Cloud 9 Account.

Are there any medical facilities at the resort?

• Event Safety is on call 24 hours a day with professional medical staff, including EMTs licensed in the US.
• A registered nurse with regular office hours is available at the resort as well.
• In the event of a medical emergency, call the front desk as a medical doctor is on call 24 hours a day.
• If a doctor is called, there will be a charge put on the guest’s room.
• Guests with any pertinent medical information or specific medication needs are asked to notify us in advance.

In case of an emergency back home, how can I be contacted at the resort?

• You will have access to free WiFi to stay connected during your trip. iMessage and WhatsApp are both great ways for your family to stay in touch while you are away.
• The Holy Ship! Wrecked Team can be reached via live chat (located in the lower right hand side of the website), email at [email protected] or through the Holy Ship! Wrecked App during the event.