FAQ

Experience FAQ

All performances will take place at Now Sapphire.
There will be four awesome nights of entertainment. Shows will take place on December 8th, 9th, 10th & 11th.
The official music schedule has been released! Check it out HERE.
Due to the intimate nature of the event, we do not sell any day passes or tickets to the shows. All guests must be booked through Cloud 9 Adventures and staying at either Now Sapphire or Dreams Riviera Cancun in order to attend the concerts.
The full list of artists performing for Pickin' at the Palapa have been announced. Check them out!
Of course! You'll be able to fill your day with a number of activities. Activities in the past have included the annual Autograph Signing, Tropical Drink Challenge w/ Greensky Bluegrass, and Yarn-der Mountain Knitting Class w/ Allie Kral. This year's activities will be announced closer to the event. Stay tuned for more info!
Participants are chosen at random (unless otherwise stated). Arrive early and enter in your name if you are interested in participating. Whether you get picked or not, we encourage all guests to stick around for the fun! Stay tuned for more details on the activities.
The theme night for Strings & Sol 2017 is here! Get ready for an epic night as Superheroes & Rockstars!
Absolutely! Strings & Sol offers a variety of excursions through a third party, Amstar, so you can fill your days with excitement exploring Mexico. Please stay tuned for announcements on what will be available as we get closer to the event.
Of course! You'll be able to buy event merchandise with all major credit cards or US cash. The Merchandise Store will open at noon on the first day of the event.
Pesos. However, US Dollars are also accepted!
Positive Legacy coordinates environmental and humanitarian service projects down in Mexico servicing the Puerto Morelos community. Stay tuned for more information regarding this year's programs and initiatives.
By purchasing a Carbon Offset you are offsetting the emissions from your personal travel to the event (your carbon footprint). Trees, Water & People carbon offsets not only offer an opportunity to reduce your environmental impact, but also curb deforestation rates, improve the health of families, and support our efforts to protect and conserve natural resources in Central America and Haiti.

Dreams FAQ

Strings & Sol guests staying at Dreams will have access to the Now Sapphire resort amenities including restaurants, bars, pools, beach, and all event-curated activities.
Dreams is located just one mile down the road from Now Sapphire.
There will be free shuttle service available for Strings guests staying at Dreams running between Dreams Riviera Cancun & Now Sapphire resorts in conjunction with the daily schedule. Or, Now Sapphire is just a short walk up the beach!
Yes, however we strongly recommend that you book a Premium Tropical View room at Now Sapphire to best accommodate your needs.
No. You can only book appointments at your home resort. A 20% discount will be available on all spa services.
Yes. This is truly a small block of rooms. These will be non-event guests staying at the hotel so all standard hotel operations and regulations will be in affect.
No, only guests who book Strings & Sol through Cloud 9 Adventures will be able to access Now Sapphire and the event.
If you are interested in making your suite a triple occupancy, please contact the Travel Team. Please note there are only rollaway beds available at Dreams.
Yes, however access to Now Sapphire will not be the same for the pre & post nights as it will for the event nights. Check out pricing HERE.
No worries! Just be prepared to have a beautiful stroll right down the beach to Dreams.
All shuttles will pick up and drop off at the main lobby.
Most bars and lounges will be closed by the time you return to Dreams at night, however there is 24 hour room service available.
No, only guests staying at Dreams can access the resort. However, you will have the best of both worlds with access to both Dreams & Now Sapphire! Hang with your friends at Now Sapphire, in the heart of the action!
Yes. There will be Guest Relations and event medical / safety teams stationed at both resorts.
Yes, room service at Dreams Riviera Cancun is available 24 hours a day!
No, room service is not available at Now Sapphire, however there will be late night food available after the shows.

Resort FAQ

Check In begins at 3pm on December 8th. Check Out is by 12pm on December 12th.
Some of these include:
  • Free On-Site Parking
  • Free WiFi
  • 20% discount at the Spa by Pevonia®
  • Speciality restaurants & vibrant bars
  • Gift Shops
  • Laundry Service (for an additional cost)
Yes. It is located close to the Front Desk and dispenses US Dollars. Fees will apply.
Yes, however your change will be returned in Pesos.
Absolutely! You can do this at the Front Desk. You must bring your Passport in order to do so.
Every room at Now Sapphire & Dreams Riviera Cancun has an electronic safe. We strongly suggest placing your passport, wallet, cash, and any other valuables inside as soon as you arrive. Strings & Sol is not responsible for any lost or stolen items.
From the comfort of your room you can enjoy:
  • Free international calling to the US
  • Free WiFi
  • Private balcony or Terrace
  • Electronic Safe
  • In-Room Mini Bar
  • Hair Dryer
  • Coffee and Tea Maker
  • Iron and Ironing Board
  • 32" Cable TV
Absolutely! Your all-inclusive package covers all food and beverages, including alcohol! Enjoy breakfast, lunch, dinner, and late night bites at no additional cost. Check out more info on the Now Sapphire's many restaurants as well as the restaurants at Dreams.
Breakfast, lunch, and dinner, plus a variety of buffet style snacks are available throughout the day and evening. Help yourself!
Both resorts have a variety of food available to guests with various dietary needs. There will be vegetarian & gluten-free options available at all meals. If you haven't already, please update "Your Profile" by logging into your Cloud 9 Account and completing the Dietary Request section.
Reservations are only necessary for dining at the Hibachi tables. 
Tipping is customary but not expected for hotel staff such as bellmen & housekeepers.
There is no dress code at Now Sapphire during Strings & Sol, however shirts and shoes (flip flops ok) are required in all dining areas. If you plan on coming early or staying late, the restaurants do have a dress code so think resort casual but be sure to bring a pair of pants with you. Guests staying at Dreams should take note of the restaurant dress codes
A registered nurse with regular office hours is on the premises at the resort. In the event of a medical emergency, a qualified medical doctor is on call 24 hours a day. If a doctor is called there will be a charge put on the guests's room. Guests with any pertinent medical information, specific medication, or accessibility needs are asked to notify us in advance. If you haven't already, please update "Your Profile" by logging into your Cloud 9 Account and completing the Medical Information section.
Enjoy free WiFi throughout the resort and in your rooms. You can also stay connected by downloading either the Now Resorts & Spa app or the Dreams Riviera Cancun app for your phone.
If you need to be contacted while at Strings & Sol, have your family/friends email the Cloud 9 Travel Team so we can get ahold of you. They can also contact either resort directly by phone or email. Now Sapphire: (52) 998.872.8383 or info.nosrc@nowresorts.com. Dreams Riviera Cancun: 1-866-237-3267 or info.drerc@dreamsresorts.com.
Super Manzana 11 Manzana 9 Lote 10, Benito Juarez, 77580 Puerto Morelos, Quintana Roo, Mexico
 Carretera Federal Chetumal–Puerto Juárez Km. 307, Puerto Morelos, 77580 Benito Juárez, Quintana Roo, Mexico

Booking FAQ

Your Cloud 9 Account is your personal profile. Every guest attending Strings & Sol is required to have an account. It will allow you to access and update your reservation as well as track your valuable trip history. It is also a place where you can provide us with additional information that will help make your travels smoother, such as dietary or medical notes.
As a part of our loyalty program, all guests who have attended a previous Strings & Sol event will receive a unique Password which will allow them to book a room during the Pre-sale on May 2, 2017.
The Public On Sale for Strings & Sol will be May 3, 2017. All rooms are sold on a first come, first served basis. We encourage you to be ready to book at the time of the On Sale so you don't miss out!
You can place a reservation by logging into your Cloud 9 Account or by clicking the "BOOK NOW" button at the top of this website.
Strings & Sol does not allow for any room downgrades. However, you can upgrade your room if there is any availability.
In the spirit of fairness to all guests, Strings & Sol, Now Sapphire, and Dreams DO NOT take room location requests.
Yes! Strings & Sol is fun for the whole family! Learn more about bringing your children HERE.
The initial deposit must be paid by credit card at the time of booking. 
  • Strings & Sol accepts major credit cards including Visa, MasterCard, Discover, and American Express.
  • You can also enroll in our ACH Program and use a bank account to set up automatic payments.
  • Cashier's checks and money orders are acceptable & encouraged forms of making payments. If sending a cashier's check or money order, please make it payable to Cloud 9 Adventures, LLC and send to:
Cloud 9 Adventures c/o Travel Department
405 SE Mizner Blvd. Suite 68
Boca Raton, FL 33432 
Its up to you! Strings & Sol offers three payment options: pay in full, automatic billing, and manual payments. During the reservation process you will choose which option works best for you. You can opt in to automatic billing and let us take care of everything or opt out and choose to make payments on your own. See full details about our Payment Plans.
Anyone with a bank account can participate in the ACH automatic billing program. Just fill out the form HERE and we will take care of the rest!
NO! We will only automatically charge the credit card on file if you opt in to automatic billing. If you select manual payments, it is your responsibility to make the scheduled payments on time. A late payment fee of $35 will be applied to reservations that do not meet the payment due dates.

Travel FAQ

You MUST have a valid Passport to enter Mexico. There are NO exceptions.
No. All guests are responsible for booking their own airfare.
Cancun International Airport (CUN).
Now Sapphire & Dreams Riviera Cancun are both located about 20 minutes from the Cancun International Airport.
Airport shuttles are not included in the cost of your trip however, we do offer a transportation service that you can add to your reservation. To find more information on organizing a shuttle, click HERE.
Simply click "My Account" at the top of the page, log in, and find your active Strings & Sol reservation. You will see a button that says "Enter Flight Info". After clicking into it you'll be able to enter flight information for you and your guest.
Don't sweat it! If you have provided us with your flight information we will be tracking your arrival time and making the proper accommodations. However, if you are switched to a completely new flight contact the Travel Team to let us know as soon as possible.
No. Due to increased security at the Cancun International Airport, we cannot offer transportation services to people who arrive early and stay in the area at a different resort before Strings & Sol. In order to utilize the Event transportation you must be arriving into the airport and immediately traveling to Now Sapphire or Dreams.
Come Early, Stay Late! We are offering a special discounted rate for guests who want to add extra nights before and after the event. These rates are only available for December 5th, 6th, 7th & 12th. Learn more about Pre & Post nights.
Add your extra nights at any time! You can choose to purchase them when you initially reserve your room at Strings & Sol or after by logging into your Cloud 9 Account.
No. All extra nights must be purchased in the same room category that you book for the event. 
Strings & Sol works with the resort to offer you a discounted rate on the room. We also work with the resort to keep you in the same room for your entire stay.
Rooms are priced based on double occupancy. You will have to pay the rate for two, even if it will just be you staying in the room for the extra night.
No problem. Contact the Cloud 9 Travel Team to make your arrangements.

  • Passport
  • Sunglasses / Hat
  • Sunscreen / Aloe
  • Bugspray
  • Re-useable Bottle / Cup
  • Rain Gear
  • Warm Clothes
  • Camera
  • Ear Plugs
  • Your favorite festival gear
  • Costumes for this year's Theme Night
No illegal substances, alcohol, non-alcoholic beverages, food, weapons, or pets. The use of illegal drugs is strictly prohibited at Strings & Sol. All laws pertaining to drug use must be respected.
You may bring any kind of camera to the event to photograph your vacation however, filming and photography during the shows is strictly prohibited. Drones are banned from Strings & Sol.
Mosquitos are a reality when traveling in Mexico. We recommend that all guests consider bringing insect repellant and wearing long sleeves and long pants if participating in excursions that include being in the jungle. The CDC makes periodic recommendations, guests should keep themselves informed HERE. Knowledge is power!