While we loved our vacations with Cloud 9 Adventures in the past, right now OMICRON is rampant, travel is being discouraged by the CDC and they will NOT postpone Avett at the Beach even though tons of paying customers have begged them to do so. If Cloud 9 does not step up and do the right thing, this will be our last trip with them. read more

I've gone on four trips through Cloud 9 Adventures. All were large music festivals with thousands of attendees, three in Riviera Maya, Mexico, and one in the Dominican Republic ('One Big Holiday'). I was simply amazed at how well-organized each event was. So many people to deal with and so much to organize, and they did it well and did it with a smile. My biggest complaint (and it's not a big one) was that the last event had a slightly long check in line-- but nothing too serious and the fact that they had hor d'ouvres and champagne being passed definitely eased any minor 20 minute inconvenience! I also had good experience booking (online), prices were as agreed during set up, no surprises, etc. Overall 5 stars and I won't hesitate to travel with them again. BTW, I'm writing this after watching the Fyre Festival Netflix documentary--it is crazy! The events Cloud 9 does are different (no models, haha ;), but if I had seen it before going on these trips I'd be super worried. Figured others might appreciate the re-assurance about Cloud 9. They are legit. I think back on these trips as some of my favorite adventures & am thankful to Cloud 9 for putting them on! read more

Extremely poor customer service. We are less than a week away from our "adventure" and the company refuses to return emails about logistics. There is no longer an option to call them as there was before. We are trying to decide if the risk is worth it to go to Mexico since Cloud 9 refusing to postpone or cancel the event even though there are more cases of COVID 19 spreading now than ever and at a faster pace. I've asked about cost of the extra time in quarantine for the doctors/tests, but they won't even answer those questions. They claim there is a swell of people begging them on social media to move forward with the event, but it is obvious that is a lie. They won't even make social media post anymore that allow comments. They also hide behind the "we are a small staff" and can only do so much line often, but I think if you are managing "Adventures" that are costing thousands of dollars you should be better prepared to handle this or perhaps you should not be doing it. When we booked our trip breakthrough case of COVID infections were very rare so we felt safe. Omicron changed that and they refuse to offer a safe option for folks who no longer feel the risk is worth the reward. Having sunk so much money into the trip it is disappointing we feel like we are forced to go on this trip. The idea of having to stay an extra 10 days and miss work seems likely given the spread of the virus but the only other option is to walk away from thousands of dollars. Cloud 9's response to that is "we hear you" but WE DON'T CARE. That is their main message. They don't care about their customer and their customers concerns. Once they get you signed on doing the safe or right thing goes out the window. They just don't care anymore, and they don't even want to talk about it. When considering going with Cloud 9 you should know that if there are no hiccups your vacation will go well. We went in 2020 before the pandemic and had a great time, but don't count on them to be helpful or do the right thing if it is not all smooth sailing because..... they don't care. read more

Repeat offender here. That means I've on 4+ jam cruises. Going on my 7th cruise in February

These guys are terrible rip-off artists. they will hit you with additional fees after the fact. It criminal what they do. I highly recommend avoiding them at all costs, unless you like agreeing to one price and then them piling on more costs, fees, etc. A classic bait and switch. read more

I give out a lot of 5-star ratings because I'm easy to please. But here, I really wish I could add some glitter guns, disco balls, and strobe lights so readers would know I'm really, really serious here. Cloud 9, like the name suggests, is in the stratosphere. Cloud 9 Adventures created and grew the one and only Jam Cruise. 2011 brings us Jam Cruise 9, a trip of a lifetime that people who were on Jam Cruise 8 talked about from the moment they stepped off the ship. I will be getting on my fifth Jam Cruise this coming year, and my husband will be getting on his 7th. Believe me, getting on that ship is always the right decision. So what is Jam Cruise? Jam Cruise brings its cruisers live music from 12:00pm to 7:00am for 5 days straight. It's a wild music festival on a large luxury cruise liner. Words cannot describe it. You have to see it for yourself. Each year, Jam Cruise gets better and better because the folks at Cloud 9 listen to their audience, and strive to outdo their work the previous year. They carefully organize the artist lineups to make sure you fire off as much serotonin as humanly possible each day while on that ship. They plan plenty of opportunities for cruisers to interact with their favorite musicians and to have a truly unique music experience, and one that you could never have at a venue on dry land. Cloud 9 works tirelessly while on the ship, especially Annabel, to make sure that both the artists and the cruisers are organized, having fun, and where they are supposed to be when. Cloud 9 rewards cruisers who return, affectionately called "Repeat Offenders," with gifts such as a terrycloth bath robe for four-time cruisers and a hammock for five-time cruisers. Cloud 9 Adventures also organizes a completely separate ridiculous vacation, Caribbean Holidaze (now Mayan Holidaze). This is a multi-day music festival in the tropics. In my mind, nothing beats Jam Cruise, but I also had a blast at Holidaze last year, and I have some friends who say it's a must-go event. read more

The only reason this gets 2 stars is that the Music was Phenomenal. I attended the 5 day 4 night Paradise Waits Further concert at Hard Rock Riviera Maya. What a complete breakdown in communication between Cloud 9 and Hard Rock. The hotel was a complete disaster. Construction, injury hazards everywhere, rooms not ready, not enough rooms, uninhabitable rooms. We paid for concert courtyard, we did not get concert courtyard. We paid for a triple, it took 2 days to get the extra bed. We stood on line for 3 days wasting Hours of our vacation trying to sort out these issues. Never receiving email confirmation from either cloud 9 or hard rock that we were in the queue and being taken care of - so it was back in line the next day. The biggest issue is that this hotel should NEVER have been booked for this venue. Cloud 9 knew that this was a possibility as they even sent an email approx 1 week before the event: "Some of you have pointed out Internet reviews about the Hard Rock Hotel Riviera Maya. While we are not involved in the renovation process, we have watched the construction schedule over the course of the summer/fall and recent weeks while they prepared for ourarrival. We are not surprised by the guests' remarks who stayed there during that time. We are being told that the rooms and the resort will be ready as planned. The one exception is that the night club will not be fully open for our use - however we weren't planning activities for that venue anyway as we prefer the open air and the skies above." How do you watch this construction with out knowing a disaster in eminent? I saw the "construction", and what I saw was bad cosmetic cover-ups. See my review on TripAdvisor about Hard Rock Riviera Maya and cloud 9. "The Good, The Bad, The Ugly". I uploaded scads of pictures - you will get the idea how bad the condition of this hotel. I feel as though I was a victim of bait and switch. I paid for one experience and got a completely different one. I would like to charge Cloud 9 my hourly rate for all the times I spent in line for 3 days instead of enjoying my vacation! My suggestion: Don't read description of venue Cloud 9 gives you. Do your research and use Yelp, trip advisor, etc and read those reviews. read more

- They claim to offer a technology solution that lets people book vacations online, but every single time (out of 5+ times I've tried to book) their site stops responding, or straight up hangs with the next page never loading. It's taken more than 30 minutes for a single page to load, and they have no explanation for it. Unacceptable, unprofessional and inept. - Their customer service is atrocious. I had to call 25 times in a row to get an unhelpful, curt and rude customer service rep on the line. No apologies for their completely dysfunctional site, no acknowledgement of the fact that it's THEIR mistake causing problems for the thousands of disgruntled consumers who complain about their inept technology despite being on vacation. I have no idea how these guys swung the deals they have for such major events, but these organizers need to look at another solution. Cloud 9 fails to deliver a usable product, their mandatory last-minute fees are a total bait & switch, and the dismissive and inconsiderate i-don't-give-a-damn attitude their customer service people show is seriously problematic. Start caring about your customers. Don't make excuses. Do your job. read more

You always say, when you are having a good time at the time, that you are going to write a review but upon your return you thoughts fade back to reality. The event Panic en la Playa put on by the Cloud 9 team beat all expectations. In fact going into it expectations were low but coming out of it and being two weeks off the trip I am still impressed by the amount of coordination and effort their staff, accompanied with the staff of the Now Group displayed. There was never a moment where service was not at a high standard. From the moment you woke up, to after the concert where staffers where handing the party people bottled water and draft beer was first class. I had it in my head that a concert in Mexico had the propensity to be a total train wreck but in fact the management of the Cloud 9 team is getting a High Five from me. Super job guys as I'm not easily impressed, read more

Cloud 9 are awesome! Every time I call i have a quick and easy experience and they are super helpful with any questions. Thanks Cloud 9 and a special thanks to Carly for helping me out when I was in a jam! read more

HS9.0 is going to be the best. This review is with the great service I had with an individual Kristen. I had a payment of $712 due today for HS9 I paid 360$, and my friend had to 352$ (but he didnt get paid for two more days). Then I realized I can afford 352$ paying my friends half. Accidentally I hit submit twice (the first one didnt go thru or so it seemed) and it paid 352$ two times. So I was charged ~$1000 = 360+352+352 I used the chat system to fix this. http://cloud9adventures.com/holy-ship THen click on Live Chat Online (if it says offline, wait until business hours) I spoke with Kristen. A very kind and helpful soul. She was really helpful and very kind and explained a few other things about HS. I got my 352$ refunded. She understood the issue and didnt charge me the 10$ refund fee because she understood the problem with the system. Also Im a first timer :) Only one recommendation for Cloud9 is to make the website more user friendly at the payment submission stage and also correct by standards: When a user hits submit payment, wait for confirmation to show up (allow customer to print that or email it to them or both), do not allow user to hit submit again and charge them twice. A second payment (and any future payment) should only go thru a whole new payment page where user select how much they want to pay and which credit card to use. It was a glitch in the system that caused my double charge (they were 3 seconds apart). The cause is unknown but it can be taken care of by web developers/programmers. It might of had internet lag or maybe the server had to do something (it happened at my midnight PDT, and their 3am EDT). When things dont respond on the internet, Its common for people to click buttons repeatedly (its not a dumb tactic - just as long as its not a repeated bashing of the bottom lol) because some sites timeout and need an extra push to get thru the network (network packets drop, as you can imagine internet isn't perfect, its build with that in mind thats why there are retransmissions of packets and sometimes downloads fail and servers drop and etc...). I can imagine some poor soul hitting the button 10 times and getting charged $3520 lol. That would be one heck of a refund. So it would save your company time and money and maybe a bad review in the future from that person, also it would help that person out. read more

This is my first yelp review and it's well deserved. I was on Holy Ship 2014 and will be returning for Holy Ship 2015. Not only is the trip itself amazing, but Cloud 9 customer support is phenomenal. I've called numerous times with a variety of questions and whoever I'm talking to on the other line is always friendly and has the answers to all my questions. Thank you! read more

Cloud 9 puts on TOP-NOTCH events - high quality production, great on-site team, awesome talent booking, and such a super organized company for the thousands of reservations they do each year. You can tell the company truly cares about their fans, the music, the artists, and providing an awesome music vacation experience for people. Cloud 9 has amazing customer service - always friendly, helpful, and go out of their way to provide great service. I think if anyone has had a bad experience, it is due to an highly unusual circumstance. It bothers me that some of these reviews are claiming there are "hidden fees" & "bait and switch" - this is totally not the case. Everything is completely laid out on their event sites, and they are extremely transparent on costs, and provide payment plans to help people pay for the vacation. Yes, there are fees for changing guests/names/ect last minute, such as any other travel/reservation company has, but they are not hidden - read the websites, call them directly and inquire about such, and it is all very clear. I have never had a problem booking online or on the phone. They have so many awesome festivals - we have booked many times over the years and have always been blown away by the level of professionalism provided. We love Cloud 9 events - definitely the leader in destination music festivals! read more