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

Check-In begins at 3pm.  Check-Out is by noon on the day of your departure.

Is food & beverage included?

Yes. Both food and beverages (including alcohol) are part of your all inclusive package.  

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.

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.

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.
How much do I tip?

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

Are reservations required for dinner?
No reservations are required at any of the restaurants.
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 One Big Holiday posters, t-shirts and other cool stuff!

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.

Do you have anywhere I can keep valuables?

Every room at the resort is equipped with a digital safe. We advise all guests to store their jewelry, cash and other valuables in this secure place. BroMo LLC is not responsible for any lost or stolen items.

Is there any dress code at the event?

In true rock star style, there is no dress code during the event. However, if you plan on staying extra days, the Hard Rock Hotel Riviera Maya's dress code applies. Think resort casual.  

Is there on-site parking available?

Yes.  The Hard Rock Hotel Riviera Maya offers free on-site parking.

Are there hair dryers in each room?