FAQ

FAQs

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General FAQ

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 us at accessibility@cidpresents.com. To enable us to respond in a manner most helpful to you, please indicate the nature of your accessibility problem, the preferred format in which to receive the material, the Web address of the requested material, and your contact information.

CID Presents 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 our guest services team at 888-820-0386 or at info@cidpresents.com. 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:  Service animals cannot be accommodated at any of our resorts. We sincerely apologize for any inconvenience.

The mainstage SUNDARA Concerts will take place on Thursday 3/14, Friday 3/15, and Saturday 3/16.

The concerts are held at our beautiful ocean-side venue, Playa Azul. Playa Azul is located on the grounds of the Barcelo Resort, right on the beach.

No, airfare is not included. Each SUNDARA package includes concert access, resort accommodations, food and drink inside the concert venue, and shuttle transportation between Cancún International Airport and your resort.

Packages are now available on the Packages page!

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. For more passport information, please click HERE.

All packages are non-refundable. Please refer to the Purchase Policy for complete details

Yes! You can learn more and purchase travel insurance here. Please note that the Travel Insurance is overseen by a third party, who settles any claims independently of the CID Presents team.


Packages FAQ

UPDATED 11/16: At the time of purchase, you will be able to choose between paying in full or taking advantage of our payment plan.  The payment plan is  20% down for your package during the initial purchase, followed by 2 equal payments of the remaining balance on Dec 16, and Jan 16. If you purchase after a payment date has passed, you will be required to pay all previous installments at that time.

Please note: if you choose to do the payment plan, there will be a one-time $50 payment plan processing fee added to the first payment for your package.

During the initial purchase, you will only be able to use one credit card. If you opted for the payment plan and need to change your credit card to make the next payment, you may do so by logging into your account HERE. Please note: the card charged for the previous payment for the payment plan will be automatically charged for any proceeding charges unless the billing information is changed via the procedure above. If you leave the same credit card on file throughout the payment plan, that card will be automatically charged for each payment and no action will be needed on your end.

There are no additional ticketing fees on top of the prices you see, and all Sundara packages provide an all-inclusive experience within the concert venue for all three (3) nights. All resorts 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/subjects 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. Please note: any non-residents who fail to provide their passports and immigration cards to the resort at check-in, will also incur this charge.

Yes, but to do so, you MUST list that person’s name as the package-holder while going through the purchase process for the package.

Yes, shuttle transportation between Cancún International Airport and your resort is included in your package. As the event approaches, CID Presents Guest Services will request your flight information in order to coordinate all shuttle transportation.

Please note: shuttle transportation is only included between Cancún International Airport and the Barcelo Maya; no other airports or resorts in the area will be serviced.

Each Sundara package includes ONE room at your chosen resort. If you purchase a package for four, the package includes ONE room with TWO beds.

Yes. You can purchase the following additional nights through us for each resort, availability permitting. The additional nights available at each resort are as follows:

  • 5-night packages:
    • TUES-SAT: Mon 3/11, Sun 3/17 and Mon 3/18
    • WED-SUN: Mon 3/11, Tues 3/12 and Mon 3/18

If you plan on booking additional nights with the resort directly, please make sure to reserve the same exact room type to ensure the best possible chance of linking reservations. Please note these requests are not guaranteed. 

Please note, additional nights are not currently available to purchase with 3 or 4-night packages.

The only information we will need during the purchase process is the purchaser’s name, contact information, and billing info. All additional guest and travel information will be collected by CID Presents Guest Services in the coming weeks and months.

Yes! You will be given the specific date of this deadline in the near future, but it will most likely fall within 2 months of the event. All guests who provide travel information after that deadline may need to utilize airport shuttles on a standby basis.


Resorts FAQ

All performances take place on-site at the Barceló Maya Resort. It’ll just be a few minutes walk through the resort and down the beach for all guests!

The Barceló, where the venue is located, is 80 km or approximately an hour by shuttle bus.

CID Presents Guest Services will reach out to all guests for their arrival and departure flight information before the event in order to coordinate shuttle transportation. In order to accurately plan the shuttle schedule, we will implement a deadline by which all guests will need to provide flight information. Any guest who has not provided this information by the deadline may need to utilize airport shuttles on a standby basis. The specific date of this deadline will fall within 2 months of the event and will be provided to all purchasers in the near future.

PLEASE NOTE: we advise all guests to factor in at least 4 hours to get from Cancun International, through Customs, riding the shuttle, and checking-in to the resort!

Yes, you can park at the Barcelo.  

A reminder: transportation WILL be available for all guests to and from the airport.

Yes, of course. If you would like to have your room in close proximity to another party’s room, please be sure to book at the same resort and submit your request to us. Although we will do our best to accommodate, all proximity requests are subject to resort availability and cannot be guaranteed.

Please note: all rooming requests, including those involving proximity, must be submitted to us by a to-be-determined deadline. This deadline will fall within 2 months of the event.

As long as all guests have been registered by the original purchaser, each guest may check-in separately and still experience a seamless check-in.

Late arrival is no problem, as our staff will be available for the duration of the event to accommodate guests and any needs. All arrival plans will need to be provided to us in advance to ensure the smoothest check-in possible.

Standard resort check-in times apply across all of our resorts. Resort check-in time is often not guaranteed until 3:00 PM or 4:00 PM. Each of our resorts has 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.

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

Both resorts provide laundry services, though the costs vary for each. Laundry service is not included in all-inclusive resort amenities.

Yes, all resorts accept US currency, as do most restaurants, bars and shops in the surrounding area.

Each phone network has unique options; we suggest checking with your service provider for specific choices. Every resort has WiFi available, so laptops and smartphones can provide inexpensive alternatives for calling including Skype and Viber. Please note: Access to WiFi may incur an additional fee, depending on which resort you stay. We will be selling WiFi access for all Barceló guests in the near future. Please stay tuned for more information!


Event FAQ

Yes! All guests must be 18 years or older at the time of resort check-in.

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

No, the venue is all general admission. Seating will not be provided at the event, but there will be plenty of space to lounge in the sand!

A La Carte Restaurants at the Barcelo Maya and Palace require long pants and closed toed shoes (for men) to enter.  There are no specific dress guidelines for the resorts or concert venue.

Nope – only guests staying at the Barcelo Palace can access that property. That being said, Palace guests have access to all of the Barcelo Maya.

There will be no shortage of exciting activities to enjoy at each resort, as well as out and about in the local area. We will be announcing off-site Adventures and on-site resort activities in the near future – please stay tuned to our website for more details!