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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 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.

Is there a platform for guests with accessibility concerns?

Access platforms are for patrons with disabilities and one companion. Platforms are first come/first served and saving seats is not permitted. If capacity is reached we will ask companions who are able to exit the platform to make room for more patrons with disabilities. In order to use this area you must pick up an Access wristband at our Access Center located at the Moon Palace on check-in days or the Access Center located outside the venue entrance, which typically opens one hour ahead of the venue on show days.

Please note: the festival does not provide personal care assistance, wheelchairs, or push service. As the platform does have a maximum capacity, access to it is not guaranteed with an access wristband. That being said, we will prepare to host as many people as possible! Please submit an Accessibility Request (if you have not done so already) via the Guest Dashboard Message Center if you foresee needing to utilize the access platform.

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 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 Crash My Playa Concerts will take place on Wednesday 1/22, Thursday 1/23, Friday 1/24, and Saturday 1/25, 2020.

The check-in and check-out dates depend on what type of package you purchase.

4-Night Packages

  • Check-in Wednesday 1/22, Check-out Sunday 1/26

5-Night Packages

  • Check-in Tuesday 1/21, Check-out Sunday 1/26, OR
  • Check-in Wednesday 1/22, Check-out Monday 1/27

6-Night Packages

  • Check-in Tuesday 1/21, Check-out Monday 1/27

The concerts are being held at our beautiful ocean-side venue on the grounds of the Moon Palace resort. All guests will have a short walk from their room to the venue!

Yes! There will be pool parties again. They will take place at the Moon Palace, and they will be a short walk away for all guests, regardless of where their rooms are!

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 2 hours to get from Cancun International Airport, through Customs, on the shuttle, and checked in to the resort!

You must be at least eighteen (18) years old to purchase a package. Guests seventeen (17) years of age or younger may attend the event if accompanied by their parents or legal guardian (with valid proof of such) at all times.

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.

Yes, shuttle transportation between Cancún International Airport and the Moon Palace Cancun 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 our partner resort; no other airports or resorts in the area will be serviced.

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 two 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 2 hours to get from Cancún International, through Customs, on the shuttle, and checked in to the resort!

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

Crash My Playa Alumni Pre-Sale and CITI Cardholder Pre-Sale will begin on Monday 5/20 at 1pm EDT. Nuthouse and App Pre-Sale will begin on Tuesday 5/21 at 1pm EDT. Packages will be available to the general public on Wednesday 5/22 at 1pm EDT.

  • Crash My Playa Alumni: All Crash My Playa alumni guests will receive an email containing a single-use pre-sale password at the most recent email address registered with our team.
  • Luke Bryan Fan Club: Prior to the pre-sale, all Nut House members will receive a pre-sale password, which will be displayed upon logging into their fan club account.
  • Citi cardmembers: Citi members can access the pre-sale by entering their BIN number as the pre-sale password. For complete Citi pre-sale details visit

There is a payment plan. At the time of purchase, you will be able to choose between paying for your package in full or taking advantage of our payment plan. That plan is 15% down during your initial purchase, followed by 5 equal payments of the remaining package balance due on the 20th of each month, starting in June and ending in October – 6/20 to 10/20.

Please note: If you purchase after a payment date has passed, you will be required to pay all previous installments at that time. There will be a $50 fee to join the payment plan. This fee will also be paid across all payment plan installments, starting with the initial purchase. If you purchase before the first installment on 6/20, this fee will add $7.50 to your initial down payment, followed by an additional $8.50 per payment plan installment after that.



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 Crash My Playa packages provide an all-inclusive experience within the concert venue for all four (4) nights. Please note: There is an initial $50 fee to enter the payment plan. Also, 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/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. Important: any non-residents who fail to provide their passports and immigration cards to the resort at check-in, will also incur this charge.

Each Crash My Playa package includes ONE room at your chosen resort property unless otherwise noted. If you purchase a package for four, the package includes ONE room with TWO beds. The following rooms will have more then one bedroom:

  • Superior Deluxe Family Connected (2 rooms)
  • Grand Deluxe Family Connected (2 rooms)
  • Three Bedroom Villa (3 rooms)
  • Grand 3 Bedroom Villa (3 rooms)
  • Grand 4 Bedroom Villa (4 rooms)
  • Two Bedroom Golf Course Villa (2 rooms)
  • Residence (4 rooms)

Yes! Since relocating to The Moon Palace, we now have the ability to customize packages and build uniquely enhanced experiences like never before. These include our luxurious Villas and Residence suites. For exclusive offers such as unique package options, weddings, corporate functions, large parties (10 rooms or more), or to customize your experience, please contact us directly at

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

Additional nights will not be available to add-on during the purchase, but they may be available to purchase after the fact. If available, it will be listed in the additional nights column next to your package-type. The pricing and dates will be listed in that column, and will be linked to the waitlist process. While the waitlist does not guarantee any additional nights, it is the best way to request one.

Please note, however, that there are different options for the length of your stay with us, which can be chosen during the initial purchase process – we are offering 4-night, 5-night, and 6-night packages! If you would like to look into your options in regards to reserving nights in addition to any of the nights we offer, please email us with your order information after you’ve purchased and the night(s) you’d prefer to add-on. You can do so at

If you wish to purchase a package as a gift for someone else, you MUST 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 on the order – please put the gift-recipient’s name in this field. Please note – the name in this field cannot be modified after the purchase. All other guests’ info in the package will be provided via the Guest Dashboard once that is released.

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.

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.

Resort FAQ

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 property 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: We will be providing all purchasers with a Guest Dashboard that will make it quick and easy to submit all requests, including proximity requests! All rooming requests, including those involving proximity, must be submitted to us by a to-be-determined deadline. This deadline will fall within two months of the event.

The Moon Palace Cancun is 11.6 km or approximately 15 minutes by shuttle bus.

PLEASE NOTE: We advise all guests to factor in at least 2 hours to get from Cancun International, through Customs, on the shuttle, and checked in to the resort!

Yes, you can park at the Moon Palace for no extra charge!

Late arrival is no problem, as Crash My Playa 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.

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

Performances will take place on-site at the Moon Palace. The Grand at the Moon Palace Resort will be closest to the venue, with the Sunrise and Nizuc sections also just being a short walk away.

Nope! The resort may offer special premium dining options for an additional fee, but food and drink are generally covered – including inside the venue and 24-hour room service!

Yep! All guests at the Sunrise section have full access to the Nizuc section, and likewise, all guests at the Nizuc section will have full access to the Sunrise section. Both the Sunrise and Nizuc sections offer a bevy of amenities – including plenty of dining, drinking, and lounging options!

Yes! Wifi is complimentary throughout your stay!

Yes! All rooms come with either a balcony or patio.

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

Yes, the Moon Palace accepts 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. 

Event FAQ

When you arrive at CUN, you will be met by CID Presents staff, who will quickly help you with your luggage and board you onto a shuttle. From there, you’ll make the quick drive to the resort, at which point you will be dropped off at our check-in area. At check-in, you will first register with the resort staff who will provide you with your wristband. This wristband is your key to all things for the event! It will get you into your room, be used by the resort to assist you in anyway you need, as well as used by our own event staff to get you into the venue each evening and make your stay as seamless and fun as possible. Please note: This wristband will be assigned to each registered guest in your party!

Each wristband is assigned to each guest in your party. It’s for this reason that it’s really important for the package administrator register each guest via the guest dashboard by the dashboard deadline. Each guest will need to check-in personally for his/her wristband – no one else in the party, including the package administrator, can pick up the wristband for a guest other than him- or herself. Once the wristband is on, it will work as your room key, as well as your event wristband to access the venue each evening. Thus, it is important to note that guests who arrive that are not registered in the dashboard beforehand may experience significant delays.

Please note: Wristbands must not be taken off! All event wristbands are non-replaceable & non-transferable.

Due to security initiatives, all guests can only wear the one wristband that will both serve as your room key and as your event attendee-designator.

Specific set times have yet to be confirmed, but music typically starts between 6:30 PM – 7:30 PM. Please note for folks arriving on Wednesday, 1/22 – it typically takes around 2 hours to get from the airport to the venue – including going through Customs, the shuttle ride to the resort, and 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!

There are no specific dress guidelines for the resorts 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 the restaurants and buffets at the Moon Palace Cancun. Le Chateau requires slacks and closed toe shoes.  

There will be no shortage of exciting activities to enjoy at the 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!