Question 1

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

Accepted Answer

Yes, the Moon Palace Cancun, Sun Palace and Belmond Maroma accept US currency, as do most restaurants, bars, and shops in the surrounding areas.

Question 2

Does the resort offer laundry service?

Accepted Answer

Yes, laundry service is available for a fee at the resort.

Question 3

Do I need an outlet converter?

Accepted Answer

Nope, you're good. The resort has conversion outlets to accommodate American plugs.

Question 4

Do all rooms come with a balcony or patio?

Accepted Answer

Yes! All rooms come with either a balcony or patio except for the Moon Palace | Nizuc | Governor Suite | Ocean View, which has access to a shared terrace. Room amenities will vary, and not all balconies or patios include a hammock.

Question 5

What areas of the resort will I have access to?

Accepted Answer

All Moon Palace packages include full access to Sunrise, Nizuc, and Golf Course areas of the resort, as well as the concert venue. Only The Grand packages have access to The Grand along with guests that reserve a Villa, Presidential Suite, or Golf Course Two Bedroom Suite. Sun Palace package purchasers have complimentary access to Moon Palace Cancún's Sunrise, Nizuc & Golf Course areas, as well as the concert venue and all official Out of the Blue activities, including pool parties and late night events. A package at the Belmond Maroma includes full access to events and facilities within the Moon Palace venue – daytime activities, pool sets, nightly main stage sets in the concert venue, and the food and beverages offered in those spaces. Transportation between Sun Palace or Belmond Maroma and Moon Palace will be offered from 11AM–2AM each concert day.

Question 6

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

Accepted Answer

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.

Question 7

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

Accepted Answer

Resort check-in time is often around 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 4:00 PM. If you arrive before your room is available, the resort will store your luggage and will be happy to provide you with your resort credentials so that you can enjoy amenities while your room is being prepared. Certain room categories at Moon Palace offer an early check-in and late check-out add-on option through the dashboard. We recommend you check the Shop Add-ons section for more information.

Question 8

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

Accepted Answer

We’re happy to take these requests! We’ll release the Guest Dashboard within 3-5 business days after purchasing your event package. The Guest Dashboard can be used to make these types of requests.. This 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. Please note : The only way to 100% guarantee close proximity to another group is to book a package that includes more than one room: Two-Room Connected, Two Bedroom Presidential Suite, or Villa!

Question 9

Is WiFi complimentary?

Accepted Answer

Yes! WiFi is complimentary throughout your stay.

Question 10

Does my package include resort credit?

Accepted Answer

Each Moon Palace and Sun Palace package includes a resort credit of $250 that can be spent on spa, golf, or adventures. In order to activate this $250 resort credit, you must speak with the Sun Palace or Moon Palace Guest Services team after you complete event check in. The Guest Services desk will be available throughout the check in locations. This credit is per package, not per person. Terms and conditions apply. Each Belmond package includes a food and beverage credit of $500 per person redeemable at all restaurants, outlets, and room service throughout the resort.

Question 11

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

Accepted Answer

Each Palace Elite membership contract is unique and event access may vary, so contact the Palace Elite reservations team for details on how to book a package with your membership.  Please note: Alumni Loyalty Deposits cannot be used with Palace Elite memberships.  Palace Elite Reservations Team: U.S. / CAN +1-888-987-7655 WORLDWIDE DIRECT +52-998-234-0610 ‍ Contact Form

Question 12

What is Palace Elite?

Accepted Answer

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 member, please contact the Palace Elite reservations team for details.  Palace Elite Reservations Team: U.S. / CAN +1-888-987-7655 WORLDWIDE DIRECT +52-998-234-0610 Contact Form

Question 13

Where will the Pool Performances & Late-Night Concerts be located?

Accepted Answer

All pool performances will be at the Sunrise pool - get your sunscreen ready! The late-night concerts will be at the Sunrise Outdoor Theater. Only Out of the Blue guests with an official event wristband will have access to the pool and late-night performances. The schedule will be available closer to the event - stay tuned!

Question 14

How do I receive my event wristband?

Accepted Answer

Event wristband pickup takes place during check-in at your resort. We will not mail them to your home address.  Please note: the barcode in your TIXR email is NOT your ticket for the event.

Question 15

How far is my resort from Moon Palace?

Accepted Answer

Sun Palace is located approximately 20 minutes from Moon Palace and Belmond Maroma is located approximately 40 minutes from Moon Palace. Both resort’s packages include continuous transportation offered from 11AM–2AM each concert day.

Question 16

Are there dress codes for the resort or concerts?

Accepted Answer

There are no specific dress guidelines for the resort or concert venue in general. Shirts and footwear are required at all resort restaurants and buffets, but please be aware that some restaurants and bars require slacks and closed toe shoes.

Question 17

Will there be assigned or reserved seating for the shows?

Accepted Answer

The venue is general admission. There is no assigned seating in the venue, however, we do have ample seating around for anyone needing a dance break!

Question 18

Can I purchase tickets to the shows without purchasing an event package?

Accepted Answer

Show access is only sold as part of our event packages. We want you to stay and enjoy yourself, so we do not currently offer tickets without resort accommodations.

Question 19

What time do the shows start each evening?

Accepted Answer

Main Stage music typically starts between 6:30 PM – 7:30 PM. Specific set times will be confirmed and shared closer to the event - stay tuned!  If you're arriving on the first day of music and don't want to miss any performances, we suggest you travel in as early as you can! We advise all Moon Palace 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. All Belmond Maroma and Sun Palace guests should factor in at least 2.5 hours (with the potential of up to 4-5 hours).

Question 20

Can I bring children to the event?

Accepted Answer

Yes! Families are welcome at Noah Kahan's Out of the Blue through our Family Packages. Moon Palace packages : Infants (ages 0–3) may attend free of charge, and minors (ages 4–17) at the time of the event can be added for $100 per night, per minor. You may reference the Family Pricing Grid HERE . Guests ages 0-17 are not included during the purchase process. Instead, once your package purchase is complete, availability permitting, you will be able to add your kids through your Guest Dashboard . The Guest Dashboard will become available within 3-5 business days after purchase. Please review the occupancy grid to ensure you select a package that accommodates your family size, and when checking out, please include only the number of adults, as any minors can be added afterward once your dashboard is ready. Belmond Maroma packages : This resort is a family-friendly option; however, it does not offer discounted pricing for minors (0-17), in other words, the same standard pricing applies to all guests and therefore the total number of attendees must be added during the purchase process. A birth certificate or government-issued I.D. will be required at check-in for all minors. You must be 18 years or older to purchase an event package. Sun Palace packages : Sun Palace is an adults-only resort, so minors (ages 0–17) cannot be added to Sun Palace packages. If you're bringing the family, we recommend booking a Moon Palace or Belmond Maroma package.

Question 21

Can I purchase additional nights to extend my stay?

Accepted Answer

100x offers the following additional night add-on options for Moon Palace packages during the purchase process, availability permitting.  Wednesday, January 6th, 2027 Monday, January 11th, 2027 Tuesday, January 12th, 2027  Additional night pricing may vary, depending on room type. The add-on price will be clearly shown during the purchase process. All additional night add-ons purchased through 100x will be linked to the main event package - You will remain in the same room for the duration of your stay. If you do not see the option to select additional night add-ons, there is no inventory currently available for your selected package.  You may also 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 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! Please note: Additional nights will not be available for Sun Palace packages. If you wish to extend your stay, please contact the resort directly to inquire about additional night availability.

Question 22

What does "All-Inclusive" mean?

Accepted Answer

All-Inclusive means your package covers food, drinks, and select amenities throughout your stay. This includes unlimited meals at a variety of gourmet restaurants, 24-hour room service, and beverages—both non-alcoholic and alcoholic (for guests 18+).

Question 23

Where is my room located?

Accepted Answer

Each collection is assigned to a specific area of the resort. To see where your accommodations are located, please refer to the Resort Map below. Please Note: Run of House rooms will be randomly assigned at check-in and can be any room type within the various resort sections: Venue, Sunrise, Nizuc, The Grand, or Golf Course.

Question 24

Where are Nizuc packages?

Accepted Answer

Nizuc packages are all within the Nizuc section of the resort. ‍ Please note: A room in this section is a 10-20 minute walk or quick golf cart ride to the venue. ‍

Question 25

Where are Sunrise packages?

Accepted Answer

Sunrise packages are all within the Sunrise section of the resort. Please note: A room in this section is not guaranteed in the venue. ‍

Question 26

What is the Run of House package?

Accepted Answer

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, Sunrise, Nizuc, The Grand, or Golf Course 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!

Question 27

Are there limitations on how Alumni Loyalty Deposit can be used?

Accepted Answer

Yes - please review carefully! Only one deposit per event package is allowed. Multiple deposits cannot be combined toward a single event package. If you're sharing a room with friends, only one person can apply a deposit. The deposit is directly linked to an alumni’s Tixr account, so the person that purchases the deposit must also plan to purchase the event package for their party. The deposit is non-transferable. Alumni Loyalty Deposits can only be used for Out of the Blue 2027 packages Alumni Loyalty Deposits cannot be applied to Palace Elite bookings as those reservations are completed outside the standard Tixr platform.

Question 28

How can I apply my Loyalty Deposit and get my $1,000 credit?

Accepted Answer

Applying your Alumni Loyalty Deposit is quick and easy — here's how First, make sure you're logged into the same account you used when you purchased your deposit. If you'd like to confirm everything is in order before the pre-sale opens, simply log into your Tixr account and look for your deposit listed under "Credits" — it'll be right there waiting for you! When you're ready to purchase, just follow the usual checkout process. After you've made your decision about order protection, you'll have the opportunity to manually apply your credit before completing your order. It's as simple as that! A couple helpful tips:  Be sure to apply your deposit before finalizing your purchase. We're unable to make adjustments after checkout is complete. If you choose a payment plan, your deposit will be applied toward the total value of your package rather than the initial down payment. Check this support article for more information on how to apply your credits.

Question 29

Can the price of a package vary or increase closer to the event date?

Accepted Answer

As we get closer to the event, prices may adjust based on availability, demand, or special promotions. From the initial on-sale date through to the start of the event, all prices are subject to change.

Question 30

Are there additional fees?

Accepted Answer

The package pricing is inclusive of all processing fees. A $100 Tixr processing fee is already included in all package prices. If you select our payment plan option, there will be a one-time $50 fee added to your cart at checkout.  All additional guest names for each package must be submitted within the Guest Dashboard by Thursday, December 3rd, 2026. 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. Please note: Belmond Maroma is an intimate, non-all-inclusive luxury retreat.

Question 31

What should I do if I’m purchasing a package as a gift for someone?

Accepted Answer

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.

Question 32

Who is considered the lead guest?

Accepted Answer

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 within 3-5 business days after purchase. This is where lead guests can review package information, submit additional guest and flight details, purchase Family Packages, 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 Thursday, December 3rd, 2026. 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 Thursday, December 3rd, 2026 deadline.

Question 33

Can I pay for this package using multiple credit cards?

Accepted Answer

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. ‍

Question 34

Why should I consider travel insurance?

Accepted Answer

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 during or after package checkout. If you're interested in "Cancel for Any Reason" coverage, this option is available only after your booking is complete, directly through Wanderwell. Please click here to learn more.

Question 35

Can I sign up for multiple waitlists?

Accepted Answer

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).

Question 36

How does the waitlist work?

Accepted Answer

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 then process. There is no advance warning when the waitlist may run. It could happen at any time. You will be automatically charged and receive a new Tixr confirmation email for your purchase. 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.  Please note: Travel insurance added to waitlist packages goes into effect on the date the package is processed.

Question 37

What happens if I miss a payment on the payment plan?

Accepted Answer

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 to update your payment method:  Tixr will automatically attempt to process past due payments when a new payment method is added. If your new card does not process successfully, we recommend contacting your financial institution to ensure the payment is not blocked. Please also notify our Guest Services team if you are attempting to complete a past due payment.   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 cancellation earlier.

Question 38

Is there a payment plan option?

Accepted Answer

Yes – you can break up the cost of any Out of the Blue package by taking advantage of our payment plan at the time of purchase! The 5% deposit is based on your total order cost. The payment plan option must be selected during the checkout process and cannot be applied after an order has been submitted. There is a $50 fee to join the payment plan. If you join after a payment plan date passes the cost will be split evenly among the remaining payment plan dates. 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.

Question 39

What is the purchase process?

Accepted Answer

Navigate to the packages page. Answer a few quick questions to get package recommendations tailored to your vacation style. You’ll be able to adjust your filters to your taste, favorite the options you’re considering, and even share your picks with your fellow travelers. When the on-sale begins, click “Buy Now” on the package you’d like to buy. You will be directed to the exact package on Tixr.  Once on Tixr, click the blue (+) sign in the bottom-right corner of the image. If you wish to proceed, click Checkout. 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.  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.” 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.  If you select the payment plan, additional details will appear. After reading this information, click “I agree – Checkout” You will be prompted to create a new Tixr account or log into your existing account. 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. 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.  Next, you will be prompted to add your phone number, shipping address, agree to event policies, and select your travel insurance interest.  Once you’ve finished submitting payment information, click the purchase button to complete your order. After your package has been purchased, you will see an on-screen confirmation, followed very shortly by a Tixr confirmation email. All you need to do now is purchase your flights to Cancún. See you on the beach!

Question 40

How can I get help booking a package?

Accepted Answer

If you're looking for personalized assistance purchasing a package, you can call or text this number: (855) 782-3790 between 9am and 8pm EDT. If you have already purchased a package or have any other inquiries, please utilize the CHAT WITH 100X button in the bottom right corner of the website, or reach out to Guest Services here .

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