**Please note: Mexican citizens, US Citizens residing in Mexico, and anyone unable to present the exit card issued at Immigration are required to pay an additional 16% tax upon check out.
**Please note if a guest has financial responsibility, they can’t be removed from the reservation without their permission.
Check In starts at 3pm. If you arrive before then you will be able to check into the hotel and use the facilities, but your room will not be ready until after 3pm.
Check Out is by 12pm. You must be checked out of your room no later than 12pm. If your flight is later in the day, you will be able to use the resort's facilities until 6pm. It is extremely important that guests staying later than 6pm should inform the Event Guest Relations team or risk being charged for an extra night.
**Any guests whose rooms are not vacated by 1pm are subject to $300 late check out fee charged by the hotel and Southern Getaway, LLC. Any guests whose rooms are not vacated by 3pm will be charged for an extra night.**
We make it easy for you to get to and back from the event by offering roundtrip shuttle service between Cancun International Airport and Hard Rock Hotel Riviera Maya. Simply add it to your reservation, enter your flight information, and we'll take care of the rest!Click here for more info…
Bring your children to experience Castaway with Southern Ground for a one time all-inclusive rate. Rates are based on the age of the child at the event, not at the time of booking the reservation. The Hard Rock offers supervised kid and teen activities as well as child-friendly pool areas.
For large families, we recommend a Two Bedroom Rock Suite. This suite feature two bedrooms, living area, and balcony there will be plenty of room for kids to play while parents sleep in. Families can also purchase two separate rooms that adjoin. Those wanting to book two adjoining rooms would need to reserve either Rock Platinum Double Sky Terrace King Bed & Deluxe Gold Double Beds OR Deluxe Gold King Bed & Deluxe Gold Double Beds.
**If you are planning to purchase two separate rooms to accommodate the number of adults & children in your family, please contact the Travel Team.**
Resort Credits are a great way to the get the best out of your vacation! Head to the blissful Rock Spa for a massage, enjoy lobster for dinner, or hit the greens of Playacar for a round of golf. Talk to the Hard Rock Riviera Maya Vacation Planners for help using your Resort Credits and pay just 20 cents for each dollar you spend!
You can make reservations prior to arrival by contacting the vacation planners at firstname.lastname@example.org. Please include your Cloud 9 reservation number in the request.