FAQs

Top Questions:

What and Where is Warren HIll's Cancun Jazz Festival?

Warren Hill’s Cancun Jazz Festival is an All-Inclusive music festival that takes place at the Hard Rock Hotel Riviera Maya, located approximately 45 minutes south of Cancun, Mexico, just northeast of Tulum.
The festival is a 4 day event taking place October 4, 5, 6, 7 – 2018. An additional 7 day package will be offered soon.

Click here to purchase your package and tickets now.

What Is An All-Inclusive Festival?

The Cancun Jazz Festival is an All-inclusive festival which means your ticket not only includes the great entertainment it also includes your food and beverages, yes even the alcoholic beverages!

Please click here for more details.

Do I Need A Passport?

Yes, you will need a Passport. Plan ahead as it can take up to 2 months to get/update your Passport.

What is Included?

The package is an all inclusive experience that covers your room and reserved tickets for the main shows at the event.
Packages include:
• Accommodations at the Hard Rock Hotel Riviera Maya
• Reserved seats to all main shows at the Festival – Thursday, Friday, Saturday & Sunday
• Resort All-inclusive amenities including dining and beverages (including alcoholic)
• Access to exclusive events & after parties
• Resort Credits per room

• 7 Day packages will include 3 days of excursions to local attractions

For a complete list click here

Can I Attend the Festival if I'm Staying At A Different Resort?

Unfortunately no. Due to local government regulations, we are not able to sell tickets to people staying at other resorts. If you have already booked at another resort, please cancel and re-book through our website or call the box office.

How Do I Make Reservations?

Booking online is EASY! Click here to begin the booking process. Or if you would like to speak to a representative, please call our office at (805) 491-JAZZ (5299):
• The main box office is open Monday through Friday 8:00AM – 4:00PM, pacific time.
• We also have additional staff answering the phones during non-business hours for general questions and to assist if you need help booking online.

What Airport Do I Need To Fly Into?

Fly into Cancun International Airport (CUN).

What Information Will I Need To Book My Package?

When you initially need to book a package you will need to have your credit card and personal information available to make a reservation, such as:
• Full legal names of guests
• A credit/debit card for payment
• Billing & Mailing Address
• Email
• Phone number
• Birthday
• Citizenship
Other information such as your passport and any other travel documents indicating citizenship will be required prior to check in but are not needed to book a reservation.

How Do Payment Plans Work?

The initial deposit to secure your reservation is 10% + service fees. The remaining payments will be divided up equally over the remaining months prior to the event, with the final payment due by September 1st, 2018. A small fee of 5% per package will be added to the total to cover the cost of the payment plan. Payments are due on pre-assigned dates each month. Additional terms and conditions will apply when you agree to enter into the payment plan.

Who Sells The Ticket?

Tickets are sold by Evolution Music Inc., the producer of Warren Hill’s Cancun Jazz Festival

What Name Will Show Up On My Credit Card Statement?

Your credit card statement will show the name “Cancun Jazz Festival” as the merchant for ticket transactions for this event.

How Does A Package Purchase Breakdown?

Face Price:
The Face price (also known as the established price or base ticket price) is set by the event promoter.

Service Fee/Charge and Order Processing Fee:
There is a combined service fee per-ticket and an order processing fee per-order of $75 per person.

What Are Service Fees?

Service fees cover the costs associated with running and servicing tickets sold for this event. Including but not limited to producing ticket stock, purchasing servers and computer equipment, the labor involved in answering calls and getting the event tickets to you and for maintaining outlet locations. These are the fees that help us get you your tickets.

All tickets have a $75 service fee associated with them, this includes phone, internet, Box Office, and in-person transactions.

Payment Plans – FAQs

HOW DOES THE PAYMENT PLAN OPTION WORK?

The initial deposit to secure your reservation is 10% + service fees. The remaining payments will be divided up equally over the remaining months prior to the event, with the final payment due by September 1st, 2018. A small fee of 5% per package will be added to the total to cover the cost of the payment plan. Payments are due on pre-assigned dates each month. Additional terms and conditions will apply when you agree to enter into the payment plan.

WHAT IS THE REQUIRED DEPOSIT?

When you choose to do the payment plan, you will pay a minimum initial deposit of 10% + service fees per package.

WHAT ARE THE ADVANTAGES OF AUTOMATIC BILLING?

It’s convenient. Payments are automatic and evenly divided. No chance of forgetting to pay and being assessed a late fee.

HOW OFTEN DO RECURRING PAYMENTS HAPPEN?

Payments are deducted every 30 days from the date of your purchase with final payments collected no later than September 1, 2018.

WHAT IF I MISS A PAYMENT?

Since payments are automatic there’s no need to worry about having to remember to make a payment every month. However if you default (i.e. there isn’t enough money in the account or there is some kind of hold from your bank etc.) we will work with you and give you time to resolve the issue. Similar to other credit plans, after 5 days there will be late fees of $50 per occurance. If after 30 days you are unable to make your payments current, we will reserve the right to cancel your reservation without a refund.

WHAT IF MY CREDIT CARD IS DECLINED AT THE TIME OF PROCESSING?

The issuing bank should be contacted by the guest and/or card holder. We are unable to indefinitely “hold” an order for payment processing. If one of the payment plan Installments is unable to be processed, we will make a reasonable effort to contact you and give you time to resolve the issue. If unresolved after 30 days, your order will be subject to cancellation without refund.

CAN THE COST BE SPLIT BETWEEN GUESTS?

Yes! You have the ability to split the costs with another guest(s). However, in order to do so you must call the box office to make your reservation. We are not able to split payments with the online booking system. You can divide the amount each party pays as you’d like although it will be up to all paying parties to make any monthly payments. Each additional payment plan is subject to a $100 fee.

WHAT IF MY BALANCE CHANGES (I.E., I ADD AN EXPERIENCE OR UPGRADE MY PACKAGE/TICKETS)?

From now until September 1, 2018 you are able to make any upgrades to your package (based on availability). However, upgrades will need to be paid in full as a separate transaction by calling the Box Office (805) 491-JAZZ.

WILL CANCUN JAZZ FESTIVAL REMIND ME BEFORE I AM CHARGED?

The first payment is processed at Checkout. For patrons using payment plan option, the remaining payments are charged every 30 days through September 1, 2018. It will be each guest’s responsibility to make sure they don’t have an interruption in their automatic billing to avoid any fees or cancellations of their purchase.

HOW MANY PAYMENTS WILL I HAVE AND WHEN WILL THEY BE?

Guests using payment plan option will have equal payments processed based on when they purchased their package(s). The first at Checkout on the date of sale. The remaining payments will be charged every 30 days through September 1st 2018.

CAN MULTIPLE PEOPLE IN A ROOM/SUITE DO AUTOMATED BILLING?

Yes! Please call 805-491-JAZZ to use multiple credit cards.

Before You Book

HOW CAN I LEARN MORE ABOUT THE HARD ROCK HOTEL RIVIERA MAYA?

Please visit our resort page here to find out more about the Hard Rock Hotel Riviera Maya.

WHAT IS THE FESTIVAL LINEUP?

You can view the entire lineup for the Cancun Jazz Festival here.

WHAT ARE THE ACCOMMODATIONS FOR THREE OR MORE IN A ROOM?

Depending on the room bed type, more than 2 guests may stay in the same room. If you wish to add a 3rd and 4th guest, you must book a Deluxe room with double beds.

There are also a limited number of Deluxe rooms that connect as well as connecting Grand Sky Double Terrace rooms.

WHAT IS THE CANCUN JAZZ FESTIVAL CANCELLATION POLICY?

All payment(s) are FINAL and are non-refundable. We urge all of our guests to purchase travel insurance to protect their trip in the case of family or medical emergencies which may prevent you from attending. And as we have seen this year, in the case of inclement weather delays which may prevent you from traveling to Cancun.

WHAT TYPE OF TRAVEL DOCUMENTS WILL I NEED TO ATTEND THE CANCUN JAZZ FESTIVAL?

If you are traveling to Mexico from any other country, you will need to have a valid Passport.

It is the sole responsibility of the festival guest to identify and obtain all required travel documents and have them available when necessary. Guests who do not possess the proper documentation may be prevented from attending the Cancun Jazz Festival. No refunds will be given to individuals who fail to bring the proper documentation.

IS THERE A GROUP DISCOUNT?

Yes! We have several plans in place for groups, including travel agents, group leaders, and friends referrals. Please contact us at 805-491-JAZZ for more details.

CAN I REQUEST A ROOM NEXT TO OR NEAR MY FRIEND OR FAMILY MEMBER?

We can accept these requests as preference only. But due to the nature of hotel rooms occasionally becoming inoperable (which is the case in any hotel worldwide), we cannot guarantee it. However, seating is something we can guarantee, so the earlier you book, the more likely you will be able to get your concert seats next to your friends.

CAN I EXTEND MY TRIP OUTSIDE THE DATES OF THE EVENT?

Yes, the Cancun Jazz Festival offers you the option to extend your stay before or after the festival by 1 to 3 nights. Extended Stays also allow you to earn more resort credit. Please click here for more information about the resort credits.

For rates and booking of additional nights, please call the box office at (805) 491-JAZZ (5299).

WHAT TYPES OF PAYMENTS ARE ACCEPTED?

We accept all major credit cards.

In addition if you would like to spread your payments over time, you may purchase your package with your payment plan program.

WHAT IS THE MAXIMUM NUMBER OF ADULTS THAT CAN SHARE ONE ROOM OR SUITE?

Maximum occupancy is 2 Adults per Room with a King Bed, 4 Adults per Room with two Double Beds. All maximum occupancy is subject to availability.

Grand Sky can add an adjacent or connecting double bed room which can accommodate a party of up to 6

Suites can add connecting rooms (king or double) to accommodate a party of 4 to 6.

Can you accept multiple credit card payments at the time of booking?

Yes! Call 805-491-JAZZ to use multiple credit cards.

WHAT IS NOT INCLUDED IN THE PRICE?
  • Airplane flights to and from the Cancun Jazz Festival are not included in Room/Suite Packages.
  • Ground Transportation to and from Cancun International Airport and The Hotel is not included, although we have an excellent company to refer you to.
  • Add On options such as Extended Stays, VIP Upgrades, and other experiences are not included in Room/Suite Packages.
  • Select Resort Features & Amenities – such as Special Dining Experiences, Tequila and Wine Tasting, and Wine Upgrades, Off site Excursions, POSH Beauty Salon, Rock Spa, and World Class Signature Golf – require an extra fee.
  • Complimentary Resort Credits are accepted for most resort features & amenities, however the service fees for using Resort Credits are not included in the package price and settled directly with the hotel upon check-out.
CAN YOU ADD NAME(S) TO A RESERVATION AFTER BOOKING?

Yes. Each reservation is made using one name and one credit card. We call that person the “primary guest.” Accompanying Adults and Children can be changed/added to a reservation at any time by calling Guest Services at 805-491-JAZZ. Maximum Room/Suite occupancies apply.

There is a $75 charge to change the primary guest on a reservation.