CUSTOMER SUPPORT

SERENE RESORT LOCATION

Address: 455 E Harmon Ave, Las Vegas, NV 89169
Located right across the street from Virgin Hotel

YOUR ROOMMATE ACCOMMODATIONS

Check your email for your room/roommate arrangements. If you booked the whole room, your name and any additional names that you added will be listed on the room. No other names. If you are in a shared room, you and your roommates will be on the rooming list under one room, once roommate pairing is complete (Rooming List Phase 2)

NEED AN UPDATE TO YOUR ROOM?

Fill out the ‘Rooming Error’ form in your email. Please do NOT contact our support email with any rooming errors. We will only review your requests for rooming updates via the ‘Rooming Error’ form in your email.

Check-in

Check-in is easy! Present your photo ID to the resort staff at the check-in counter for your room key! Every name on the rooming list will be on the master list for check-in.

Check-in starts at 3:00PM. You can request an early check-in as early as 12:00PM. Early check-in is NOT guaranteed. It is based on availability. But the resort will accommodate if the room is vacant and ready. If you arrive past your scheduled check-in time and day, no problem! Your room will be waiting for you whenever you arrive. Rooms will not be canceled for late arrivals. If you have ANY issues checking in, please call our Support HOTLINE above and our onsite staff will help!

Check-out

Check-out is 12:00PM. Late check-out may be available upon request but also NOT guaranteed. Speak to the front desk for availability the day of check-out.

PARKING

Parking is free and reserved exclusively for resort guests, but space is very limited. You may only park in the designated front parking lot of the resort. Do not park on the sides or behind the property, as these areas are reserved for shuttle operations. Be sure to request a parking pass at check-in.

BREAKFAST INCLUDED

Hot grab-and-go breakfast is included every morning when returning from EDC ONLY (Saturday, Sunday, Monday). Your free breakfast is served from 4:00AM to 8:30AM and can be found in the hotel lobby bar when arriving from EDC each morning. Additionally, the hotel has a restaurant with paid breakfast and lunch options daily, 7 days a week. $10.99 – ALL YOU CAN EAT LUNCH SPECIAL!

REFUNDABLE DEPOSIT

The resort has agreed to waive the $150 deposit for all guests this year due to our excellent standing and the respect we’ve shown their property in the past. They’ve placed their trust in us to do the same again, so please leave your room in the same condition you found it. Absolutely no smoking is allowed inside the rooms—violators will be fined immediately and kicked off the property. Smoking is only permitted in designated outdoor areas. Let’s continue to show the resort the same respect and keep the good vibes going.

SMOKING POLICY

ABSOLUTELY NO SMOKING INSIDE YOUR ROOM OR ANYWHERE INDOORS! All violators will be fined and kicked off the property. Smoking is permitted outside in the designated smoking areas only.

FINAL ROOMING LIST

Phase 1 of the rooming list has been sent to your email. We’re now moving into Phase 2, where we’ll be adding any remaining names to each room (if applicable) and matching guests who selected the Shared Room Option. Stay tuned for the final rooming list for your approval, along with contact information to connect with your shared-room roommates!

ROOM SERVICE

If you want your room cleaned at any point during your stay, you must contact the front desk of the resort and request room service. Room service will be executed upon request ONLY. If you need additional towels or toiletries, call the front desk and they will supply you with a refill.
Front desk number: (702) 369-2281

PAYMENT PLAN UPDATE

If you opted into our Affirm payment plan option, your package is secure. From here you will make monthly payments with Affirm directly. If you used our $0 down payment plan, your order must be paid in full by May 11th or your order will be canceled. You can log into your account to see any outstanding payments as well as complete your payments manually. If you need further assistance, contact [email protected]. Don’t panic! We are here to work with you and will ensure your accommodations are set. ONO has your back!

CALIFORNIA ROUNDTRIP

If you opted into our California Roundtrip charter bus transportation, go HERE for more info. We still have room from Los Angeles if you need to book roundtrip transportation.

WHAT HAPPENS NOW?

GET HYPED! You are going to EDC in just a short bit of time! Leave the planning to us. From here we will follow up with all of the remaining details about your trip. From there, we’ll send timely updates, including:

• Final rooming lists for your approval
• Shuttle reminders and details
• Your roommate’s contact info (if you did the shared room)
• Plus answers to any remaining questions you may have!
  
• Resort activities and event schedules
• Breakfast Menu and signup for Meat Lover VS Vegie Option (no vegan options this year sorry. But we are working on it!)
• California Roundtrip Shuttle details (if you booked roundtrip with us)

HOW WE COMMUNICATE FROM HERE ON OUT

Communication is key! We’ll keep you updated with timely email follow-ups and text blasts throughout your trip, providing important reminders and event updates. Plus, our on-site staff will be with you every step of the way—acting as your festival tour guides to make your travel seamless and fun. We do it differently!

STILL HAVE QUESTIONS? 

If there is any information that you would like for us to add to this information page please let us know below!

We are so excited for EDC Las Vegas with all of you!! Contact our support email if you need assistance. Stay tuned ONO Fam!