Support

general questions

Can I bring children to the event?

You can bring kids to Crash My Playa, however, you will need to add them to your package in the Guest Dashboard in the coming months. 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. 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. You must be at least eighteen (18) years old to purchase an event Package.

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 which 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 fully handled by a third party, who settles any claims independently of the Crash My Playa team.

I am arriving on the first day of music. How early should I plan to arrive in order to ensure I do not miss any performances?

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!

What documentation do I need for 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.

Is airfare included in the package pricing?

No, airfare is not included.

Is transportation to and from Cancún International Airport included?

Yes, shuttle transportation between Cancún International Airport and the Moon Palace Cancún or Hilton Cancún resort is included in all packages. All guests must submit their flight information within the Guest Dashboard - please stay tuned for that in the coming months! Any guest who does not submit their flight info may need to utilize airport shuttles on a standby basis.

Please note: Shuttle transportation is only included between Cancún International Airport and Moon Palace Cancún and Hilton Cancún; no other airports or resorts in the area will be serviced. Additionally, we can only offer arrival transportation to Moon Palace Cancún or Hilton Cancún when your flight lands at Cancún International Airport. Due to our specific shuttle pickup area at the airport, we can only service those that are landing and exiting the arrival terminals. If you elect to stay elsewhere in the Cancun area before your stay at the resort begins, you'll need to coordinate your own transportation to Moon Palace Cancún or Hilton Cancún.

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 Guest Services. To enable us to respond in a manner most helpful to you, please indicate the preferred format in which to receive the material, the Web address of the requested material, and your contact information.

How can I book ADA accommodations for the resort and shuttle program?

Crash My Playa 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. We encourage you to make any requests as far in advance as possible to enhance our ability to evaluate and fulfill the request. Please note: Moon Palace only has Accessible rooms in the Deluxe King or Two Double room type.

package PURCHASE faq

When do packages go on sale?

Advance Sale begins on July 20th at 12 PM ET. Lineup & General On-Sale will be announced in the coming weeks.

How will I receive my pre-sale code?

Codes will be emailed to eligible purchasers in advance of the pre-sale date.

What is the purchase process?
  1. When your on-sale begins, click the price button for the package you’d like to buy.
  2. You will be taken to Tixr (our official ticketing provider) to purchase your package.
  3. If you are participating in a pre-sale, you will be prompted to enter an access code - should this package not be available due to demand or limited inventory, you will see a note from Tixr.
  4. Click the blue (+) sign to the right of the package name to add this package to your cart. The page will display an “At Limit” alert, which means you can only proceed with carting this one package, should you decide to do so.
  5. Once you’ve made your decision, click Checkout.
  6. After the package is in your cart, a timer will appear in the top-right corner of your screen. The timer reflects the remaining time you have to complete the purchase process. Once you see the timer, the package is officially in your cart.
  7. You will then be prompted to purchase available add-ons such as additional nights. You can click “No Thanks” or “Cart Selected Add-ons”.
  8. At this time, you will be prompted to pay in full or select the payment plan.
  9. If you select the payment plan, additional details will appear. After reading this information, click “I agree – Checkout”.
  10. You will be prompted to create a new account or log into your existing account via Tixr.
  11. There is no need to create an account with Tixr ahead of time. If you already have an account with Tixr, we advise checking to make sure your password is remembered by logging into your account.
  12. After logging in via Tixr, you will be prompted to provide a Will Call Name which is the lead guest on the package. PLEASE NOTE: the lead guest name does not have to be the cardholder, but cannot be changed or transferred.
  13. Next, you will be prompted to add your phone number, shipping address, and travel insurance interest.
  14. Once you’ve finished, click the purchase button to complete your order.
  15. After your package has been purchased, you will see an on-screen confirmation, followed very shortly by an email confirmation.
  16. All you need to do now is purchase your flights to Cancún.
  17. See you on the beach!
How does the waitlist work?

The waitlist is activated once a package sells out. Waitlist packages are not guaranteed packages. The checkout process will be similar to the general purchase process, but you will know you are accessing a waitlist package as it will make note of it multiple times during the checkout process. You will input billing information and select how long you wish to remain on the waitlist. An initial confirmation email will be provided confirming you have joined the waitlist.


If a package becomes available, the waitlist will process in chronological order. If you are next in line, you will be automatically charged in full and receive a new TIXR confirmation email for your purchase. You will not have an option to utilize a payment plan on waitlist packages as all waitlist orders are pay-in-full. Packages may open for a number of reasons any time before the event – whether shortly after the on-sale or within weeks of the event. You can remove yourself from the waitlist any time by logging into your TIXR account. However, you should be aware that all sales are final if you are charged and receive a waitlist package.

IMPORTANT: IF YOU USE YOUR SINGLE-USE PRE-SALE CODE FOR A WAITLIST PACKAGE YOU WILL NOT BE ABLE TO BUY ANOTHER PACKAGE DURING THE PRE-SALE.

If you have already purchased a package and your preferred waitlisted package becomes available, we will allow you to change packages so long as the new package is not a downgrade from your current package. In this instance, we would refund your original order if selected for an upgraded waitlist package. In order for us to refund the original order, the submitted lead guest name must be exactly the same for both packages. Please immediately contact Guest Services if your waitlist package processes and you wish to receive a refund on your original order.

Can I sign up for multiple waitlists?

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. Once the pre-sale ends, you may waitlist multiple packages at that time. Please note: Waitlist orders are non-refundable and non-transferable if they are ultimately granted.

If I have an access pre-sale code, may I use it multiple times?

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

Is there a payment plan option?

Yes – you can break up the cost of any Crash My Playa package by taking advantage of our Payment Plan at the time of purchase!

*If you purchase after a payment date has passed, you will be required to pay all previous installments at that time. There is a $50 fee to join the payment plan. 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.

Only one credit card can be used to make the initial payment and that card will be automatically charged for all future installments. If the credit card on file needs to be updated for future installments, please follow THESE directions to make the change.

Can I pay for this package using multiple credit cards?

During the initial purchase, you will only be able to use one credit card. If you opted for the payment plan and need to update the credit card on file for future installments, please follow THESE directions to make the change.

Who is considered the lead guest?

During the online purchase process, there is a prompt to input a Will Call Name. This Will Call Name is considered the lead guest and may be different from the TIXR account holder. The lead guest has main authority over the package and cannot be modified post-purchase. All lead guests will receive login details for their personal event Guest Dashboard this fall. This is where lead guests can review package information, submit additional guest and flight details, and place proximity and hotel requests. Adventures can also be purchased in advance via the Guest Dashboard, but please know that any credit card can be used for Adventure bookings.

The lead guest will receive all communication about the package and event. Additional guests will begin to receive event specific information once their contact information is submitted in the Guest Dashboard.

All guest names for each package must be submitted within the Guest Dashboard by Friday, December 16. After this date, there will be a $100 fee to add or change a guest name to your package for check in.

I’m purchasing this package as a gift for someone. Is this allowed?

If you wish to purchase a package as a gift for someone else, please 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 (Will Call Name) on the order – please put the gift recipient’s name in this field. If the incorrect name is submitted, you MUST notify Guest Services within 48 hours of your purchase. We cannot guarantee name changes can be accepted after the 48-hour purchase window. All other guests’ info in the package will be provided via the Guest Dashboard once that is released.

Can I purchase additional nights at the resort before or after the nights included with my package?

Additional nights are not available for 4-night packages. However, additional nights can be accommodated for 5, 6 & 7-night packages at The Moon Palace Cancún. You will be able to add on the additional night(s) during the purchase process, availability permitting.

5 Night Packages
(Wed Check In): Additional night of Tuesday, January 17
(Thurs Check In): Additional night of Tuesday, January 24

6 Night Packages
Additional night of Tuesday, January 17

7 Night Packages
Additional night of Tuesday, January 17

Additional nights will not be available for Hilton Cancún packages. If you wish to extend your stay, please contact the resort directly to inquire about additional night availability.

Are there fees charged in addition to the listed package prices?

A $50 Tixr guest processing fee will be added to your cart at check out. This fee is a one time fee added on top of your package and any add ons. This fee is the same no matter what package you purchase. If you select our payment plan option, there will be an additional $50 fee. All fees will be paid in full at the time of purchase and included within the 5% deposit. 5% will cover all fees and the remaining amount will go towards your package price and any add ons. All guest names for each package must be submitted within the Guest Dashboard by Friday, December 16. After this date, there will be a $100 fee to add or change a guest name to your package for check in.

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 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.

event faq

What time do the shows start each evening?

Specific set times have yet to be confirmed, but music typically starts between 6:30 PM – 7:30 PM.

Can I purchase tickets to the shows without purchasing a resort package?

Show access is only sold as part of our all-inclusive resort packages. There are no plans to sell tickets without resort accommodations.

What items are not allowed at the event?

Please reference the list below for prohibited items. You and your belongings may be searched upon entry. We ask that you respect the resort and your fellow fans – if you violate any of these guidelines, we have the right to refuse entry or remove you from the event without refund.

PROHIBITED ITEMS:
  • NO Illegal Drugs or Drug Paraphernalia
  • NO Weapons
  • NO Squirt Guns, Toy Guns, or anything else that resembles a weapon
  • NO Outside Food or Beverages
  • NO Fireworks or Sparklers
  • NO Chairs or Furniture
  • NO Resort Provided Towels Allowed in the Venue as well as NO towels or blankets allowed between Front of House and the Stage
  • NO Coolers, Baskets, and/or Large Bags
  • NO Glass Bottles or Containers
  • NO Professional Video Cameras including GoPros or Audio-Recording devices
  • NO Professional Cameras
  • NO Drones
  • NO Tripods
  • NO Tents
  • NO Tarps
  • NO Flags or Totems (or anything else that might block someone’s view)
  • NO Umbrellas
  • NO Animals
  • NO Bicycles, Skateboards, Scooters, or personal motorized vehicles, unless it is an ADA approved device
  • NO Jewelry with Spikes or Studs
  • NO Laser Pens/Pointers
  • NO Glow Sticks
  • NO Sky Lanterns
  • NO Skynet Global Digital Defense Networks from Cyberdyne Systems
  • NO Kites
  • NO Unauthorized or Unlicensed Vending
Will there be assigned or reserved seating for the shows?

The venue is general admission. There is no assigned seating in the venue however we do have ample seating around the venue.

Are there dress codes for the resort or concerts?

There are no specific dress guidelines for the resort 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 restaurants and buffets. Please be aware that some resort restaurants and bars require slacks and closed toe shoes.

resort faq

What is Palace Elite?

Palace Elite is the Palace Resorts vacation club. As a Palace Elite member you can enjoy exclusive access to an extensive list of unique benefits. For more information on how to become a Palace Elite member contact Palace Resorts at 1-888-987-7655.

Palace Elite Reservations Team

U.S. / CAN 1-888-987-7655

WORLDWIDE DIRECT +52-998-234-0610

Open Monday-Friday from 7am-7pm CST

Saturdays & Sundays from 7am-4pm CST

If I am already a Palace Elite member how do I purchase an event package?

If you are a Palace Elite member and an event package is contracted in your membership, please contact Palace Elite at 1-888-987-7655.

Palace Elite Reservations Team

U.S. / CAN 1-888-987-7655

WORLDWIDE DIRECT +52-998-234-0610

Open Monday-Friday from 7am-7pm CST

Saturdays & Sundays from 7am-4pm CST

What room type should I purchase if I require a wheelchair accessible room?

The Moon Palace only has accessible rooms in the Deluxe room type category and these rooms are limited. These accessible rooms are the same as 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

Please note: Accessible rooms are NOT available in the Golf Course resort section. If you have purchased a package with a higher tiered room but require accessibility, please reach out to Guest Services to update your package type. You may also rent a shower chair to add to any room type.

What areas of the resort will I have access to?

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 with the exception of Villas, Residence, Presidentials, and the Golf Course Two Bedroom Suite guests having access to The Grand.

Can I place any room requests or ask that my room be next to my friend’s?

We’re happy to take these requests! In the months following the on-sale, we’ll release the Guest Dashboard, which can be used to make these types of requests. The Guest Dashboard will give the lead guest the ability to request certain areas of the resort, make proximity requests to be near their friends, 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, Golf Course Suite, Villas, or the Residence!

If I Stay At The Hilton Cancún Will Transportation Be Included To And From The Moon Palace?

Yes! Transportation will be offered each concert day between the Hilton and the Moon Palace.

Where Will Hilton Cancún Purchasers Have Access To At The Moon Palace?

Hilton Cancún package purchasers will have complimentary access to Moon Palace Cancún’s Sunrise & Nizuc properties during official Crash My Playa pool parties, main stage performances, and late night activities.

How Far is the Hilton Cancún from the Moon Palace?

The Hilton resort is located just 20 minutes north of the Moon Palace. Transportation between the Hilton and Moon Palace will be offered each concert day.

Can we check in early to the resort? Will the resort hold our bags if our room isn’t ready?

Resort check-in time is often not guaranteed until 3:00 PM or 4:00 PM. The 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.

Does my party need to arrive all together or can we check-in at different times?

All guests may check-in separately and still experience a seamless check-in, so long as they have been registered in the Guest Dashboard by the lead guest. Late arrivals are no problem, as our staff will be available for the duration of the event to accommodate guests and any needs. However, all additional guest and flight details need to be provided to us in advance via the Guest Dashboard to ensure the smoothest check-in possible.

Is WiFi complimentary?

Yes! WiFi is complimentary throughout your stay.

Do all rooms come with a balcony or patio?

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

Do I need an outlet converter?

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

Do resorts offer laundry service?

Yes, for a fee.

Can I pay with U.S. currency at the resort?

Yes, the Moon Palace Cancún and the Hilton Cancún accept US currency, as do most restaurants, bars, and shops in the surrounding areas.

GUEST SERVICES

Feel free to reach out at any time to the dedicated Guest Services team. Our representatives will be happy to assist and direct you to the proper information.

What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.

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CONTACT GUEST SERVICES
Childrens Packages
  • If you would like to bring your children to Crash My Playa, they must be added to your package in the Guest Dashboard in coming months. Infants (ages 0-3) are free, children (ages 4-12) pricing is listed below, and anyone 13 years or older at the time of the event is full price.
  • You will be able to add on infants and/or children to any room-types that allow them. Please check the children’s occupancy grid 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.

    Package Pricing

What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.

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View Occupancy Grid
Terms & Conditions

PURCHASE & CANCELLATION

  • Crash My Playa is rain or shine. No returns, exchanges, transfers or cancellations. It is recommended that you consider purchasing travel insurance from a third party. Everyone and all items are subject to search upon entry and at any time inside the venue.
  • The only way to attend Crash My Playa is by purchasing one of the all-inclusive packages on this site. Individual concert tickets will not be available. If you purchase an all-inclusive package as a gift for someone else, you MUST enter the recipient’s name in the Will Call Name field during the purchase process. If the incorrect name is submitted, you MUST notify us within 48 hours of your purchase. We cannot guarantee name changes can be accepted after the 48-hour purchase window.
  • Guest names for each package must be submitted within the Guest Dashboard by Friday, December 16. After this date, there will be a $100 fee to add or change a guest name to your package for check in.
  • If the event is canceled in full for any reason, package refunds will be provided.
  • Set times are subject to change. Resort information and amenities are subject to change. Please make sure you understand the event’s Purchase Policy.


AGE LIMIT

  • You must be at least eighteen (18) years old to purchase an event package.

What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.

  • Test
  • Test
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