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

Check-In begins at 3pm on January 30, 2017. Check-Out is by 12pm on the day of your departure. (event officially ends the morning of February 3rd)

What is the currency in Mexico?
Mexican Pesos.
Is there an ATM at the resort?

Yes. There is one located in the Hacienda lobby and one located in the Heaven lobby.  They dispense Mexican Pesos. Fees will apply.

Can I pay with US currency at the resort?
Yes, however your change will be returned in Mexican Pesos.
Where can I keep my valuables?

Every room at the resort is equipped with an electronic safe. We strongly suggest placing your passport, wallet, cash and any other valuables inside as soon as you arrive. Southern Getaway, LLC is not responsible for any lost or stolen items.

Are food and beverages included?

Absolutely. Your event package covers food and beverages, including alcohol! You can enjoy breakfast, lunch, dinner, and late night bites after the shows at no additional cost. Check out more info on the resort's many restaurants HERE.

How many meals are included each day?

Breakfast, lunch and dinner, plus a variety of buffet style snacks are available throughout the day and evening.

Are reservations required for dinner?
No reservations are required at any of the restaurants.
Will vegetarian & gluten-free options be available?

The resort has a variety of food available to guests with various dietary needs. There will be vegetarian & gluten-free options available at all meals. If you haven't already, please update "Your Profile" by logging into your Cloud 9 account and completing the Dietary Request field box.

What are some of the amenities the resort offers?

Some of these include: 

  • Free On-Site Parking
  • Free Wifi
  • Rock Spa
  • Specialty restaurants and vibrant bars
  • Gift Shops
  • Laundry Service *for an additional cost
What in-room amenities are available?

From the comfort of your room you can enjoy: 

  • Free international calling to the US 
  • Free Wifi
  • Balcony or Terrace
  • Electronic In-Room Safe
  • In-Room Mini Bar stocked once daily
  • In-Room Liquor Dispensors
  • Hair Dryer
  • Coffee and Tea Maker 
  • Iron and Ironing Board 
  • 32" Cable TV
Is there a dress code during the event?

In true rock star style, there is no dress code during the eventhowever shirts and shoes (flip flops ok) are required in all dining areas. If you plan on coming early or staying late, the restaurants do have a dress code so think resort casual but be sure to bring a pair of pants with you.

How much do I tip?

Tipping is customary but not expected for hotel staff such as bellmen & housekeepers.

Are there any medical facilities at the resorts?

A registered nurse with regular office hours is on the premises at the resort. In the event of a medical emergency, a qualified medical doctor is on call 24 hours a day. If a doctor is called there will be a charge put on the guests's room. Guests with any pertinent medical information or specific medication needs are asked to notify us in advance.

Does the Hard Rock Hotel Riviera Maya provide laundry service?

All rooms are equipped with an iron and ironing board, but the resort will be happy to take care of all your laundry and dry cleaning at a reasonable charge.

Are there any gift shops on the premises?

Yes. There is a collection of shops & boutiques to suit your fancy. Check out the shops for a wide variety of souvenirs, toiletries, beach accessories & magazines. There will also be an event merchandise stand set up selling Castaway with Southern Ground posters, t-shirts and other cool stuff!