You can bring kids to HootieFest, however, you will need to add them to your package in the Guest Dashboard in the coming months. Infants (ages 0-3) are free, children (ages 4-12) pricing is listed HERE, and anyone 13 years or older at the time of the event is full price.

You will be able to add on any additional infants and/or children to any room-types that allow them. Please check the children’s occupancy grid HERE in order to make sure you choose a package that allows you to bring your desired family members.

A birth certificate/government-issued I.D. will be required at check-in for all children.

Please note: Children will not receive merchandise. You must be at least eighteen (18) years old to purchase an event Package.

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 fully handled by a third party, who settles any claims independently of the HootieFest team.

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 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!

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.
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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.

No, airfare is not included.

Yes, shuttle transportation between Cancún International Airport and the Moon Palace Cancún is included in all packages. All guests must submit their flight information within the Guest Dashboard - please stay tuned for that in the coming months! Any guest who does not submit their flight info may need to utilize airport shuttles on a standby basis.

Please note: Shuttle transportation is only included between Cancún International Airport and Moon Palace Cancún; no other airports or resorts in the area will be serviced. Additionally, we can only offer arrival transportation to Moon Palace Cancún when your flight lands at Cancún International Airport. Due to our specific shuttle pickup area at the airport, we can only service those that are landing and exiting the arrival terminals. If you elect to stay elsewhere in the Cancun area before your stay at the resort begins, you'll need to coordinate your own transportation to Moon Palace Cancún.

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 Guest Services. To enable us to respond in a manner most helpful to you, please indicate the preferred format in which to receive the material, the Web address of the requested material, and your contact information.

HootieFest: The Big Splash 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 to our Guest Services team. 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: Moon Palace only has Accessible rooms in the Deluxe King or Two Double room type.

The Pre-Sale will begin at 1PM ET on October 11, 2022 for HootieFest ‘22 Alumni as well as select artist fan clubs.  All eligible event alumni have been emailed a unique one-time use access code. Select fan clubs will also distribute codes via email. One-time use access codes can be used to purchase a package or join a waitlist on October 11th.

A limited number of packages will be available to the general public at 1PM ET on October 13, 2022.

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All eligible alumni have been emailed a unique one-time use access code. If you believe you’re an alumni and cannot locate a Pre-Sale email, please check your spam/junk folder before contacting Guest Services for assistance. Select artist fan clubs will be providing Pre-Sale codes for those eligible via their newsletters.

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1. When your on-sale begins, click the price button for the package you’d like to buy.
2. You will be taken to Tixr (our official ticketing provider) to purchase your package.
3. If you are participating in a pre-sale, you will be prompted to enter an access code - should this package not be available due to demand or limited inventory, you will see a note from Tixr.
4. Click the blue (+) sign to the right of the package name to add this package to your cart. The page will display an “At Limit” alert, which means you can only proceed with carting this one package, should you decide to do so.
5. Once you’ve made your decision, 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. Once you see the timer, the package is officially in your cart.
7. You will then be prompted to purchase available add-ons such as additional nights. You can click “No Thanks” or “Cart Selected Add-ons”.
8. At this time, you will be prompted to pay in full or select the payment plan.
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 account or log into your existing account via Tixr.
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 your password is remembered by logging into your account.
12. 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.
13. Next, you will be prompted to add your phone number, shipping address, and travel insurance interest.
14. Once you’ve finished, click the purchase button to complete your order.
15. After your package has been purchased, you will see an on-screen confirmation, followed very shortly by an email confirmation.
16. All you need to do now is purchase your flights to Cancún.
17. See you on the beach!

The waitlist is 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.

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If a package becomes available, the waitlist will process in chronological order. 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.
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IMPORTANT: IF YOU USE YOUR SINGLE-USE PRE-SALE CODE FOR A WAITLIST PACKAGE YOU WILL NOT BE ABLE TO BUY ANOTHER PACKAGE DURING THE PRE-SALE.
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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 your current package. In this instance, we would refund your original order if selected for an upgraded waitlist package. In order for us to refund the original order, the submitted lead guest name must be exactly the same for both packages. Please immediately contact Guest Services if your waitlist package processes and you wish to receive a refund on your original order.

During a pre-sale where an access code is needed you may NOT waitlist multiple packages as the access code can only be used ONE time. It does not matter if the code is used for a waitlist or available package, it can only be used once. Once the pre-sale ends, you may waitlist multiple packages at that time. Please note: Waitlist orders are non-refundable and non-transferable if they are ultimately granted.

No. Each pre-sale code is single-use. This also includes waitlist orders – if the code is used to join a waitlist package, the code cannot also be used to purchase an available package nor can it be used to join an additional waitlist package. There are no exceptions to this policy.

Yes – you can break up the cost of any HootieFest package by taking advantage of our Payment Plan at the time of purchase!

*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. Please note the payment plan option must be selected during the checkout process and cannot be applied after the order has been submitted. Payment plans cannot be used for waitlist packages.

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.

During the initial purchase, you will only be able to use one credit card. If you opted for the payment plan and need to update the credit card on file for future installments, 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. All lead guests will receive login details for their personal event Guest Dashboard this fall. This is where lead guests can review package information, submit additional guest and flight details, and place proximity and hotel requests. Adventures can also be purchased in advance via the Guest Dashboard, but please know that any credit card can be used for Adventure 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 guest names for each package must be submitted within the Guest Dashboard by Friday, March 24th. After this date, there will be a $100 fee to add or change a guest name to your package for check in.

If you wish to purchase a package as a gift for someone else, please 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 (Will Call Name) on the order – please put the gift recipient’s name in this field. If the incorrect name is submitted, you MUST notify Guest Services within 48 hours of your purchase. We cannot guarantee name changes can be accepted after the 48-hour purchase window. All other guests’ info in the package will be provided via the Guest Dashboard once that is released.

Additional nights are not available for 4-night packages. However, additional nights can be accommodated for 5-night packages. You will be able to add on the additional night(s) during the purchase process, availability permitting.

5 Night Packages (Tues Check In)

Additional night of Monday, April 24

Additional night of Sunday, April 30

A $50 Tixr guest processing fee will be added to your cart at check out. This fee is a one time fee added on top of your package and any add ons. This 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 guest names for each package must be submitted within the Guest Dashboard by Friday, March 24th. After this date, there will be a $100 fee to add or change a guest name to your package for check in.

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 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.

Specific set times have yet to be confirmed, but music typically starts between 6:30 PM – 7:30 PM.

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

Please reference the list below for prohibited items. You and your belongings may be searched upon entry. We ask that you respect the resort and your fellow fans – if you violate any of these guidelines, we have the right to refuse entry or remove you from the event without refund.‍

PROHIBITED ITEMS:

• NO Illegal Drugs or Drug Paraphernalia
• NO Weapons
• NO Squirt Guns, Toy Guns, or anything else that resembles a weapon
• NO Outside Food or Beverages
• NO Fireworks or Sparklers
• NO Chairs or Furniture
• NO Resort Provided Towels Allowed in the Venue as well as NO towels or blankets allowed between Front of House and the Stage
• NO Coolers, Baskets, and/or Large Bags
• NO Glass Bottles or Containers
• NO Professional Video Cameras including GoPros or Audio-Recording devices
• NO Professional Cameras
• NO Drones
• NO Tripods
• NO Tents
• NO Tarps
• NO Flags or Totems (or anything else that might block someone’s view)
• NO Umbrellas
• NO Animals
• NO Bicycles, Skateboards, Scooters, or personal motorized vehicles, unless it is an ADA approved device
• NO Jewelry with Spikes or Studs
• NO Laser Pens/Pointers
• NO Glow Sticks
• NO Sky Lanterns
• NO Skynet Global Digital Defense Networks from Cyberdyne Systems
• NO Kites
• NO Unauthorized or Unlicensed Vending

The venue is general admission. There is no assigned seating in the venue however we do have ample seating around the venue.

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