Support

Pre-sale & Purchase Process

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What's included in my #BSBattheBeach package?
When did packages become available?
Can I purchase tickets to the shows without purchasing an event package?
What is the purchase process?
Is there a payment plan option?
Why should I consider travel insurance?
Are refunds allowed?
Can I pay for this package using multiple credit cards?
Who is considered the lead guest?
Do I need to submit all guest names at the time of purchase?
What should I do if I’m purchasing a package as a gift for someone?
Can I purchase additional nights to extend my stay?
Are there fees charged in addition to the listed package prices?
How were package prices determined?
How does the waitlist work?
Can I sign up for multiple waitlists?

event Details

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What does all-inclusive mean? Is there a limit on food or beverage?
How many nights are the Backstreet Boys playing? What will they play?
How many nights of music will there be?
Do I have to stay on the resort property for the full trip?
Do all guests receive Meet & Greet and photo opp with the band?
How does the Golden Ticket work?
Will all guests be included in the band activities?
HOW WILL THE 30-FOR-30 PERFORMANCE SET BE CHOSEN BY GUESTS?
What time do the shows start each evening?
Will there be assigned or reserved seating for the shows?
Are there dress codes for the resort or concerts?
WILL THE BACKSTREET BOYS BE PRESENT FOR EVERY ACTIVITY?

resort Details

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What is Palace Elite?
If I am already a Palace Elite member how do I purchase an event package?
Does my package include resort credit?
Can I place any room requests or ask that my room be next to my friends’?
Can we check in early to the resort? Will the resort hold our bags if our room isn’t ready?
Does my party need to arrive all together or can we check-in at different times?
What areas of the resort will I have access to?
Is WiFi complimentary?
Do all rooms come with a balcony or patio?
Do I need an outlet converter?
Do resorts offer laundry service?
Can I pay with U.S. currency at the resort?
Guest Services

We're here to help so feel free to reach out at any time for more information about the inaugural Backstreet's Back at the Beach event.

Guest Services

We're here to help so feel free to reach out at any time for more information about the inaugural Backstreet's Back at the Beach event.

Children's Packages
  • Children’s packages are available at Moon Palace. Children must be added to your package during the purchase process. Infants (ages 0-3) are free, children (ages 4-12) pricing is listed below, and anyone 13 years or older at the time of the event is full price.
  • You will be able to add infants and/or children to any room-types that allow them during the purchase process, availability permitting. Please check the children’s occupancy grid below 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. 
  • Children will not receive a Welcome Gift.
Children's Packages
  • Children’s packages are available at Moon Palace. Children must be added to your package during the purchase process. Infants (ages 0-3) are free, children (ages 4-12) pricing is listed below, and anyone 13 years or older at the time of the event is full price.
  • You will be able to add infants and/or children to any room-types that allow them during the purchase process, availability permitting. Please check the children’s occupancy grid below 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. 
  • Children will not receive a Welcome Gift.
View Occupancy Grid
Accessibility

Backstreet's Back at the Beach 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. 

Moon Palace has wheelchair accessible rooms in the Deluxe room type category only, and inventory is limited. These accessible rooms are the same as other Deluxe rooms but offer a wider door frame and an accessible bathroom. If you require an accessible room, please purchase one of the following package types:

  • Sunrise Deluxe - King or Two Doubles
  • The Grand Deluxe - King

Please note:  Accessible rooms are not available in the Golf Course section of the resort. Accessible rooms are also not available in higher tiered rooms such as Deluxe Ocean View and Deluxe Two-Room Connected. Wheelchair accessible rooms are only available in the basic Deluxe room type category.

Medical equipment, such as a shower chair, can be rented and added to any Moon Palace room type category. You can review Moon Palace's rental equipment options here. We ask that you contact us at least 30 days prior to arrival for rental instructions. 

If you use assistive technology (such as a Braille reader, a screen reader, or TTY) and the format of any material on this 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.

Accessibility

Backstreet's Back at the Beach 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. 

Moon Palace has wheelchair accessible rooms in the Deluxe room type category only, and inventory is limited. These accessible rooms are the same as other Deluxe rooms but offer a wider door frame and an accessible bathroom. If you require an accessible room, please purchase one of the following package types:

  • Sunrise Deluxe - King or Two Doubles
  • The Grand Deluxe - King

Please note:  Accessible rooms are not available in the Golf Course section of the resort. Accessible rooms are also not available in higher tiered rooms such as Deluxe Ocean View and Deluxe Two-Room Connected. Wheelchair accessible rooms are only available in the basic Deluxe room type category.

Medical equipment, such as a shower chair, can be rented and added to any Moon Palace room type category. You can review Moon Palace's rental equipment options here. We ask that you contact us at least 30 days prior to arrival for rental instructions. 

If you use assistive technology (such as a Braille reader, a screen reader, or TTY) and the format of any material on this 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.

Terms & Conditions
PURCHASE & CANCELLATION
  • All packages are non-refundable and non-transferable. 
  • Backstreet's Back at the Beach is rain or shine. No returns, exchanges, transfers or cancellations. It is recommended that you consider purchasing travel insurance from a third party. Everyone and all items are subject to search upon entry and at any time inside the venue.
  • The only way to attend #BSBattheBeach is by purchasing one of the event packages on this site. Individual concert tickets will not be available. 
  • Any changes you request after your purchase is complete, to the extent permitted in our sole discretion, shall result in additional costs. If you purchase a package as a gift and submit the incorrect lead guest name, you must notify Guest Services within 48 hours of your purchase. 
  • All additional guest names for each package must be submitted within the Guest Dashboard by Tuesday, March 19th, 2024. After this date, there will be a $100 fee to add or change an additional 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.
  • If the event is canceled in full for any reason, package refunds will be provided. 
  • Performance times, as well as Resort information and amenities, are subject to change. Please make sure you understand the event’s Purchase Policy.
  • Playa Luna is committed to creating a safe, comfortable, and enjoyable concert vacation experience. Package purchasers must agree to the Guest Code of Conduct during the purchase process.
AGE LIMIT
  • You must be at least eighteen (18) years old to purchase an event package.

Terms & Conditions
PURCHASE & CANCELLATION
  • All packages are non-refundable and non-transferable. 
  • Backstreet's Back at the Beach is rain or shine. No returns, exchanges, transfers or cancellations. It is recommended that you consider purchasing travel insurance from a third party. Everyone and all items are subject to search upon entry and at any time inside the venue.
  • The only way to attend #BSBattheBeach is by purchasing one of the event packages on this site. Individual concert tickets will not be available. 
  • Any changes you request after your purchase is complete, to the extent permitted in our sole discretion, shall result in additional costs. If you purchase a package as a gift and submit the incorrect lead guest name, you must notify Guest Services within 48 hours of your purchase. 
  • All additional guest names for each package must be submitted within the Guest Dashboard by Tuesday, March 19th, 2024. After this date, there will be a $100 fee to add or change an additional 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.
  • If the event is canceled in full for any reason, package refunds will be provided. 
  • Performance times, as well as Resort information and amenities, are subject to change. Please make sure you understand the event’s Purchase Policy.
  • Playa Luna is committed to creating a safe, comfortable, and enjoyable concert vacation experience. Package purchasers must agree to the Guest Code of Conduct during the purchase process.
AGE LIMIT
  • You must be at least eighteen (18) years old to purchase an event package.

prohibited items

Please reference the list below for prohibited and acceptable items within the venue. 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.

NO BUENO:

  • 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
  • NO Towels or Blankets Between Front of House and the Stage
  • NO Blankets or Towels Larger than 31 in x 63 in Allowed Inside the Venue
  • NO Coolers, Baskets, and/or Large Bags
  • NO Glass Bottles or Containers
  • NO Professional Video Cameras including GoPros
  • NO Professional Cameras 
  • NO Drones
  • NO Tripods
  • NO Tents
  • NO Tarps
  • NO Flags, Posters, 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 Kites
  • NO Unauthorized or Unlicensed Vending
Prohibited

NO BUENO:

  • 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
  • NO Towels or Blankets Between Front of House and the Stage
  • NO Blankets or Towels Larger than 31 in x 63 in Allowed Inside the Venue
  • NO Coolers, Baskets, and/or Large Bags
  • NO Glass Bottles or Containers
  • NO Professional Video Cameras including GoPros
  • NO Professional Cameras 
  • NO Drones
  • NO Tripods
  • NO Tents
  • NO Tarps
  • NO Flags, Posters, 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 Kites
  • NO Unauthorized or Unlicensed Vending
allowed

BUENO:

  • Reusable Water Bottles
  • Carabiner (Attach your water bottle to your belt loop for hands-free dancing!)
  • Reef Safe Sunscreen
  • Chapstick
  • Ear Plugs
  • Hats
  • Sunglasses
  • Portable Phone Chargers
  • Personal towels or sarongs smaller than 31 in x 63 in
  • Purses/Fanny Packs
  • Cameras (non-professional, digital, polaroid, disposable and film)
  • Cash for Tips (Both USD and MXN are accepted!)
  • Hair Ties
  • Light Sweater
  • Flip Flops/Sandals
  • Chewing Gum/Mints
  • Insect Repellant 
  • Biodegradable Glitter
  • Empty Stomach (enjoy the venue food!)
  • Good Vibes

Prohibited

BUENO:

  • Reusable Water Bottles
  • Carabiner (Attach your water bottle to your belt loop for hands-free dancing!)
  • Reef Safe Sunscreen
  • Chapstick
  • Ear Plugs
  • Hats
  • Sunglasses
  • Portable Phone Chargers
  • Personal towels or sarongs smaller than 31 in x 63 in
  • Purses/Fanny Packs
  • Cameras (non-professional, digital, polaroid, disposable and film)
  • Cash for Tips (Both USD and MXN are accepted!)
  • Hair Ties
  • Light Sweater
  • Flip Flops/Sandals
  • Chewing Gum/Mints
  • Insect Repellant 
  • Biodegradable Glitter
  • Empty Stomach (enjoy the venue food!)
  • Good Vibes

allowed
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What’s a Rich Text element?

H5 heading

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

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How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.