Frequently Asked Questions

When will packages go on sale?

There will be a presale for Warehouse Members that begins on September 15, 2016 at 1pm ET. Join the Warehouse here and refer to the pre-sale information page. There will also be a presale for CITI cardholders on Saturday, September 17 at 1pm ET. Packages will go on-sale to the general public on Monday, September 19th at 1PM ET.

What is The Warehouse Presale?

The Warehouse is the official Dave Matthews Band fan association. In most cases, Warehouse members are offered a presale before the public has access. For Dave Matthews and Tim Reynolds Riviera Maya, Warehouse members have the first opportunity to purchase vacation packages in a series of presales based on membership year. The presales open at the times below and will remain open until the resort packages become available to the public on September 19th at 1PM ET.

Presale Timeline

Member Year Presale Open Date
1998-2008 Thursday 9/15 1pm ET
2009-2016 Friday 9/16 1pm ET


For complete details about the Warehouse click here.

Is there an age restriction for the event?

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 at full price ONLY if accompanied by their parents or legal guardian (with valid proof of such) at all times.

Can I bring my kids?

Yes. However, the rules and pricing at each Dave Matthews and Tim Reynolds resort are a little bit different, especially concerning the ages and number of children allowed in specific room-types. Please check this children’s occupancy grid and make sure you choose a package that allows you to bring your desired family members. To check out pricing for children, as well as any age restrictions at each resort, please click HERE.

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

Please note: You will NOT be able to add any children to your package during the purchase process. If you would like to add any children to your package, please follow the below procedure:

  1. Book a package that allows you to bring your children (as referenced HERE).
  2. Promptly reach out to our Guest Services Team at 888-820-0386 of with your receipt number and order information, as well as the number and ages of the children you would like to add to your package.
  3. Guest Services will send you a payment link that will enable you to purchase the additional spot(s) in your package for children (pricing for children can be referenced HERE). This link will be sent in the weeks proceeding your request.
  4. Pay via that link, and you’re done!

Please note: Children will not receive merchandise as part of their Dave Matthews and Tim Reynolds packages.

Can I purchase a Dave Matthews and Tim Reynolds package outside of the event website?

No, all packages MUST be purchased through Do not purchase from an outside provider or ticket agent; packages purchased through outside providers will NOT be honored.

Can I purchase tickets to the shows without purchasing a resort package?

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

What nights are the concerts?

The concerts will take place on Thursday 2/23, Friday 2/24, and Saturday 2/25. Packages begin with check-in on Wednesday 2/22 and check out on Sunday 2/26.

Will I need to pay in full for my package at the time of purchase, or is there a Payment Plan I can take advantage of?

At the time of purchase you will be able to choose to either purchase the package in full with one payment, OR enter into a payment plan with an initial $500 deposit followed by three equal payments via the following schedule:

  • 10/20/16
  • 11/20/16
  • 12/20/16

If you purchase after a payment date has passed, you will be asked to pay all previous installments at once.

Can I pay for this package using multiple Credit Cards?

No; all payments must be made through the same credit card for each party.

Are there additional fees that are not included in my package?

There are no additional ticketing fees on top of the prices you see. And all Dave Matthews and Tim Reynolds packages provide an all-inclusive experience within the concert venue all 3 nights. However, please note that the Rosewood Mayakoba package is NOT all-inclusive at the resort. In addition, we advise looking at the specifics on the Banyan Tree Resort Page as there are some more specific limitations to this all-inclusive package.

Please note, that for all resorts, there may be some extras amenities that are not included in your package price, depending on the package you purchase. These may include spa treatments, off-site adventures, and more.

If I buy a package for four, how many rooms are included?

Each available Dave Matthews and Tim Reynolds package includes ONE hotel room at your chosen resort. If you purchase a package for four, the package includes ONE room with TWO beds.

Is airfare included in the trip cost?

No. Accommodations, food and drink, shuttles to and from Cancún International Airport, and shuttles to and from the resorts and the concert venue are included, but airfare is not.

Can I purchase additional nights at my resort on top of the nights that come with my package?

Yes. While booking your package, you will have the opportunity to purchase the evenings of Tuesday 2/21 and/or Sunday 2/26, availability permitting.

I’m buying this package as a gift for someone else. Are alternate pick-ups allowed for a package purchase?

If you wish to purchase a Dave Matthews and Tim Reynolds package as a gift for someone else, you MUST enter the recipient’s name into the “Will Call/Pick-Up” fields on the billing info page during the purchase process.

Will I need to provide my party’s guest and travel information during the purchase process?

No; You will only need to provide the lead guest’s name via the “Will Call/Pick-Up” field during the purchase process. Our guest services team will reach out in the coming months to collect your additional guest information and travel plans for the shuttle program.

I have friends booking their own packages. Can I make room proximity requests to be near them?

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.

What documentation do I need to travel?

If traveling from outside of Mexico—including all guests coming from the U.S.—you must have a valid passport; there are no exceptions for this. Mexico has VERY specific passport requirements that all visitors must abide by. You can review these important requirements HERE.

We encourage you to PLEASE check your passport ASAP and make sure that it’s up to date; there can be big hassles and extra costs associated with trying to obtain a passport last minute. To look into getting a new U.S. Passport, or renewing an old one, please click HERE.

Is transportation to and from Cancún International Airport included?

Yes; shuttle access between Cancún International Airport and your resort is included in your package. Our Guest Services staff will coordinate with all purchasers to ensure that they are in good hands immediately upon arrival. Please note: shuttle access is only included to and from Cancún International Airport; no other airports in the area will be serviced.

How often will shuttles be running from Cancún International Airport (CUN) to the resorts? How often will they be running from the resort to CUN after the event is over?

We will be reaching out to all of our guests for their arrival and departure flight information before the event. Our shuttle schedule will be developed around that information.

How far is my hotel from the Cancún International Airport?

  • The Rosewood, Fairmont, and Banyan Tree Mayakoba Resorts are 48 km or approximately 38 minutes by shuttle bus.
  • The Hard Rock is 74 km or approximately 55 minutes by shuttle bus.
  • The Barceló hotel, where the venue is located, is 80 km or approximately an hour by shuttle bus.
  • The Dreams Tulum is 111 km or approximately an hour and 20 minutes by shuttle bus.
  • The Secrets Akumal is 91 km or approximately an hour and 7 minutes by shuttle bus.

Is parking provided at the hotel?

Yes, you can park at your own hotel. However, guests not staying at the Barceló may not park at the Barceló for the event. You must ride a Dave Matthews and Tim Reynolds shuttle to the show, or arrange for your own private transportation to pick you up and drop you off. A reminder: transportation WILL be available for all Dave Matthews and Tim Reynolds guests to and from the airport, as well as to and from the Barceló for the concerts provided you are staying at one of our other resorts.

Members of my party may be arriving late. How can they check in at the hotel and receive their tickets?

Late arrival is no problem, as Dave Matthews and Tim Reynolds 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.

The original purchaser of my order is arriving at a different time than other guests in our party. Will this be an issue?

No. We will confirm all guests in each order before the event begins. Once all guests are registered, they can arrive before or after the original purchaser and and still experience a seamless check-in.

Can we check in early to the hotel? Will the hotel hold our bags if our room isn’t ready? I want to get to the event ASAP!

Standard hotel check-in times apply across all of our hotels. Hotel check-in time is often not guaranteed until 3PM or 4PM. We have communicated with each of our hotels and they have assured us that they will do everything in their power to have rooms prepared as early as possible, though it is unlikely that a hotel check-in would occur prior to 12 noon. If you arrive before your room is available, we will be happy to provide you with your resort credentials so that you can enjoy the resort amenities as your room is being prepared.

How far is my hotel from Playa Azul (the music venue)?

Performances will take place on site at the Barceló Maya Resort. Official Dave Matthews and Tim Reynolds shuttles will transport guests from other partner resorts to the Barceló:

  • The Hard Rock is 5 km or approximately 7 minutes by shuttle bus.
  • The Rosewood, Fairmont, and Banyan Tree Mayakoba Resorts are 34 km or approximately 30 minutes by shuttle bus.
  • The Dreams Tulum is 32 km or approximately 25 minutes by shuttle bus.
  • The Secrets Akumal is 13 km or approximately 11 minutes by shuttle bus.

My friends are staying at a different resort. Can I visit them?

No; all guests will only have access to the resort at which they are staying, AND the venue. While the venue is on the Barceló property, it will be sectioned off from the rest of the resort ground. Guests who aren’t staying at the Barceló will not be allowed on the resort grounds (outside of the venue) before or after the shows.

What sort of special activities are planned besides music?

There will be no shortage of exciting and diverse activities to enjoy at each Dave Matthews and Tim Reynolds resort, as well as out and about in the local area. For off-site trips, please explore our Adventures page.

Is there a dress code?

Most dining areas require shirts, shoes and pants (not shorts), but there are no specific dress guidelines for the resorts or concert venue area.

What do you suggest for an international phone plan or alternative communication?

Each phone network has unique options; we suggest checking with your service provider for specific choices. Every resort has Wi-Fi available, so laptops and smartphones can provide inexpensive alternatives for calling including Skype and Viber.

Please note: Access to Wi-Fi may incur an additional fee, depending in which resort you stay.

Do I need an outlet converter?

No, all partner resorts have conversion outlets already built in to accommodate American plugs.

Is there laundry service?

All partner resorts provide laundry services, though the costs vary for each hotel.

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

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

If we stay at a resort besides the Barceló, will there be complimentary food and drink available when we arrive at the concerts each night?

Absolutely, all Dave Matthews and Tim Reynolds guests will be greeted with a fantastic variety of food and drink options within the venue area, all included in your package price. There will even be dozens of servers bringing drinks into the crowd each night, so you won’t need to leave your spot!

What if I change my mind and don’t want my package any longer?

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

Will I have a great time?





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