You have your eye on a destination package - now what?

‍

Below are the purchasing process steps:

1. Navigate to the Ticketing site for purchasing as well as the ability to filter within each of the resort properties to find your perfect package.
2. When the on-sale begins, click the blue (+) sign in the bottom-right corner of the image for the package you’d like to buy.
3. If you are participating in a pre-sale, you will see a blue lock symbol in the bottom-right corner of the image and be prompted to enter an access code before clicking the blue (+) sign. Should this package not be available due to demand or limited inventory, you will see a note from Tixr.
4. The page will display an “At Limit” alert, which means you can only cart this one package, but you may proceed through the purchase process.
5. If you wish to proceed, 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. 
7. You will then be prompted to purchase add-ons such as additional nights, if available. You can click “No Thanks” on the bottom-right, or click the blue (+) sign and then “Add to cart & proceed.”
8. At this time, you will be prompted to pay in full or select the payment plan. Make sure you keep the PROMO CODE field empty. 
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 Tixr account or log into your existing account.
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 you remember your password by logging into your account.
12. Um… forgot what #12 is.
13. 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. 
14. Next, you will be prompted to add your phone number, shipping address, agree to Phish: Riviera Maya Policies, and select your travel insurance interest.
15. You will then be prompted to opt in or opt out of Wanderwell travel insurance
16. Once you’ve finished submitting payment information, click the purchase button to complete your order.
17. After your package has been purchased, you will see an on-screen confirmation, followed very shortly by a Tixr confirmation email.
18. All you need to do now is purchase your flights to Cancún. See you on the beach!

‍

Yes – you can break up the cost of any Phish: Riviera Maya package by taking advantage of our payment plan at the time of purchase! The payment plan option must be selected during the checkout process and cannot be applied after an order has been submitted. 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. 

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.

‍The payment plan cannot be used for waitlist packages.

‍

That's ok, it happens, we got you. If you receive an email stating you missed a payment, follow the instructions inside, or head to this link.

‍

If you update your payment method to a new card, your payment will attempt to process automatically. If your new card does not process successfully, reach out to the Playa Luna Guest Services team and we will attempt to process it on our end through Tixr.

‍

Please note: We will honor the 10 day grace period (noted on the Tixr link above) whenever possible, but past due orders may be at risk of cancelation earlier.

‍

The waitlist may be 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. There is no advance warning when the waitlist may run. It could happen at. Any. Time. 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.

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 the original package. In this instance, we would refund the package of lesser value and you may keep the upgraded package. In order to receive a refund, the lead guest name must be exactly the same on both packages and Guest Services must be contacted within 24 hours of the waitlist package processing. There are no exceptions to this refund window for waitlist orders.

Our Run of House rooms offer event access at our most affordable price, equipped with all the amenities and comforts you need to enjoy your stay. A Run of House room can be any room type within the Venue, Moon Palace, Golf Course or The Grand sections of the resort. These rooms will be randomly assigned based on availability, so specific room requests cannot be accommodated. Guests with a Run of House package will be surprised with their specific room assignment at event check-in!

You are welcome to waitlist multiple packages, but all waitlist orders are non-refundable if they are ultimately granted. Packages may open for a number of reasons any time before the event – whether shortly after the On Sale or within weeks of showtime. You can remove yourself from the waitlist any time by logging into your Tixr account. All sales are final if you are charged and receive a waitlist package(s).

Moon Palace packages gives you a festival experience featuring all-inclusive amenities, crystal clear pools, and accommodations in the centrally located Sunrise OR Nizuc sections of the sprawling Moon Palace resort property. This section is in the heart of the action where many of our day-time activities are, and just a short walk away from our oceanfront stage.

‍

Distance to concert area: 5-15 minute walk or a quick golf cart ride.

Event packages became available to the general public on June 26th. A limited amount of rooms remain - secure your spot today!

Venue packages are all within the Sunrise section and provide the closest access to our beachfront stage!

‍

Please note: Not all Venue packages are inside the concert area, and not all are Stage View.

All packages are non-refundable per the event Purchase Policy. Although travel insurance is not required, we highly recommend it to give folks greater peace of mind with their travels. We've partnered with Wanderwell to offer guests an affordable solution; please click here to learn more.

‍

You may also want to explore travel insurance options with your credit card company, as several credit cards provide travel coverage. Travel insurance is fully handled by a third party, who settles any claims independently of the Phish: Riviera Maya team. Additionally, please be aware that specific coverage varies depending on the third party and plan level.

Only one credit card can be used for the initial purchase. If you opt for the payment plan and need to update the credit card on file for future installments, however, please follow THESE directions to make the change.

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. The lead guest has super-strength and the power to ignite and control flames. All lead guests will receive login details for their personal event Guest Dashboard in the coming weeks. This is where lead guests can review package information, submit additional guest and flight details, and place proximity and room requests. Off-site adventures and additional add-ons can be purchased via the Guest Dashboard, but please know that any credit card can be used for adventure and add-on 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 additional guest names for each package must be submitted within the Guest Dashboard by Friday 12/20/24. After this date, there will be a $100 fee to add or change an additional guest name to your package for check-in.

‍

New purchasers that secure a package after this deadline will be given an extension to submit their additional guest names without charge. Lead guests will have approximately 5 days (120 hours) from receiving the Guest Dashboard welcome email to submit additional guest names without charge. After this 5 day grace period, the $100 fee will be automatically applied for all updates or changes requested to additional guest names. This grace period extension only applies to those that purchase a package after the Friday 12/20/24 deadline.

‍

If you'd like to purchase a package as a gift for someone else (so nice!), enter the RECIPIENT'S name as the Lead Guest (Will Call Name) during the purchase process. All other guest info will be collected via the Guest Dashboard once that is released.

‍

If the incorrect lead guest name is submitted, you MUST notify Guest Services within 48 hours of your purchase. Any changes you request after your purchase is complete, to the extent permitted in our sole discretion, shall result in additional costs.

Phish: Riviera Maya offers the below additional night options:

‍

‍‍5 Night Packages‍

Check In Date: Tuesday, January 28th

‍Additional Night: Monday, January 27th OR Sunday, February 2nd

‍

‍‍6 Night Packages‍

Check In Date: Monday, January 27th

‍Additional Night: Sunday, February 2nd

Check In Date: Tuesday, January 28th

‍Additional Night: Monday, January 27th

‍

The additional night add-on is not available for any other package type so please contact the resort directly to inquire about options to extend your stay. If you book an additional night directly with the resort and secure the same room & bed type as your event package, please plan to submit your reservation details within the Guest Dashboard. We will do our best to link the reservation, but we cannot guarantee you will be in the same room for the entire duration of your stay in this case.

A variety of room types on our website are not available directly through the resort. Please contact Guest Services with any questions!

A $100 Tixr processing fee will be added to your cart at check out. This is a one-time fee added on top of your package, plus any add ons. This processing 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 10% deposit. 10% will cover all fees and the remaining amount will go towards your package price and any add ons. 

‍

All additional guest names for each package must be submitted within the Guest Dashboard by 12/20/24. After this date, there will be a $100 fee to add or change a guest name to your package for check in.  If an additional guest arrives at the resort and has not been registered in the Guest Dashboard, they will not be able to check in until this fee has been paid.Any changes you request after your purchase is complete, to the extent permitted in our sole discretion, shall result in additional costs.

‍

The Moon Palace may offer extra amenities that are not included in the resort’s all-inclusive plans, such as spa treatments, golf, 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.