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If you are using a screen reader and are having problems using this website, please call (323) 513-6222 for assistance.

General FAQ

  • What time does the festival start and end?

    Venue programming will run from 4pm-12am. Schedule will be posted on the website closer to the festival dates.

  • Will you be posting set times in advance?

    Yes. Set times will be posted on the website closer to the festival dates.

  • Is there anywhere to sit?

    Yes, there will be seating and picnic-style tables in the venue for you to take a break and enjoy a meal.

  • I placed an order but did not receive my mobile ticket(s).

    Please contact Ticket Purchase Support.

  • Can my ticket be scanned from my mobile device?

    Yes, passes are QR codes that can be downloaded to your smartphone wallet.

  • Are payment plans available?

    Yes. Check our Payment Plan section for more information.

  • I am no longer able to attend, can I get a refund?

    Sorry, no refunds.

  • Where do I park for this event?

    Parking will be available at the Palm Springs Convention Center with a shuttle stop to and from the Air Museum. No parking will be available at the venue.

  • Do you have a lost & found?

    Please check back closer to event dates for information.

  • Can I bring a camera?

    A phone camera, small point and shoot without interchangeable lenses or GoPro (no poles/extender) are fine to bring in. No video cameras or professional cameras will be allowed into the event.

  • Where is the rideshare drop off/pick up point?

    A designated rideshare drop off and pickup point will be available at the Air Museum. As another option, you can park your car at the Palm Springs Convention Center and take the shuttles or a rideshare.

  • Can I buy a shuttle pass later if I don't get one with my ticket?

    Yes, shuttle passes can be added separately at a later date.

  • If I buy a shuttle pass, can I take the shuttle stop from Saguaro or the Convention Center?

    Yes, you can take either shuttle. However, parking at the Saguaro is limited to hotel guests only. Parking is available at the Palm Springs Convention Center shuttle stop for shuttle pass holders.

  • Will there be free water refill stations?

    Yes. We want you to stay hydrated!

  • Are lockers available?

    Please check back later for more information.

  • What if my question isn't asked frequently enough to be listed here?

    Please contact us with any other questions you may have here.

Hotel Packages FAQ

  • What's included in a hotel package?

    All hotel packages include a two-night stay (Friday-Sunday) at the Saguaro Palm Springs or Renaissance Palm Springs, Desert Air GA passes for your group, and shuttle passes for transportation to and from the venue. All taxes are included. Please note this is a 21+ event and all Hotel Package guests must be of age to receive a Desert Air wristband. Shuttle service will be provided at both the Saguaro and Renaissance Palm Springs.

  • How do I choose a hotel package?

    Browse all available room types here.

  • What are check-in & check-out times?

    Check-in begins at 4pm and all guests must be checked out at the end of their stay by 11am. The hotels will make every effort to allow early check-in subject to availability.

  • Where will I receive my tickets?

    Tickets associated with your hotel package will be delivered to your AXS account beginning December 5th. You will need to get your wristbands using your AXS Mobile ID at the Desert Air box office. You may exchange your tickets separately if others in your group are arriving at different times.

  • Do I need to pick up my wristband prior to checking into my hotel?

    Yes, wristbands must be picked up from the box office prior to checking in to your hotel. Your wristband is required to check in.

  • How do I check in?

    You may check in directly with the hotel when you arrive after picking up your wristband from the box office. Please be sure to bring your photo ID and credit or debit card to check into the hotel room. This credit or debit card will be used to pay for any incidental charges or damages to the room. This does not need to be the same card used to purchase your package.

  • How do I add names to my hotel reservation?

    Our guest services team will reach out prior to the event with a Guest Name form. This will allow you to submit names for all guests staying in your hotel room. These guest names will be submitted to the hotel and allowed to check into the room on your behalf.

    Emails will be sent out one week prior to check-in. If you did not receive an email or have any other hotel package questions, please email info@valleymusictravel.com or call them at 888-833-1031.

    Please note your Desert Air passes will be loaded into your AXS account separately as mobile tickets beginning December 5th. You may transfer these tickets to others in your group and exchange them separately if you are arriving at different times.

  • Is parking provided at the hotel?

    Self-parking is available at hotels, subject to hotel fees. See Hotel Packages for more detail.

  • Can I request a late check out?

    A late check-out option will depend on hotel availability. Please contact our Guest Services team at info@valleymusictravel.com to note your request and we will do our best to work with the hotel to accommodate, pending availability.

  • Can I add additional nights to my stay?

    Emails to package purchasers will be sent out one week prior to check in. That email will include a link to book additional nights directly with the hotel. If you did not receive an email or have any other hotel package questions, please email info@valleymusictravel.com.

  • How many guests can stay in my room?

    When purchasing your Hotel Package, you may select the number of guests and Desert Air passes included based on the allowed occupancy of each room. Hotel occupancy is based on a maximum of two guests per bed, plus one guest for a sleeper sofa. We cannot allow additional persons above the room occupancy in any package.

  • Can we request our room be next to our friends? Can they be connected?

    If you would like to make a room request, please reach out to our Guest Services team at info@valleymusictravel.com. We will do our best to put you next to, or as close as possible, your friends. Connecting rooms are rare, but we will do our best. Please have both your and your friend’s order numbers with you when you call. Please note the hotel will not have any information on your reservation until the week of the event.

  • Can I transfer my hotel package to a friend?

    Yes, you may transfer a hotel package order through your Fan Account up until 2 weeks prior to check-in. After this date, please contact Valley Music Travel.

  • Can I buy multiple rooms?

    We have a one (1) per order limit for hotel packages to make sure everyone has a chance to get a room. You may purchase additional hotel packages with the same customer account once you complete your first order.

  • Refunds & cancellations

    We do not offer refunds on room packages as all sales are final. However, you can transfer your order to a friend.