Getting Started – Everyone Attending Needs a Cloud 9 Account

• A Cloud 9 Account is your personal profile – a hub for all of your Cloud 9 Reservations and a place to manage your trip!
• You will need a Cloud 9 Account in order to book your reservation. Everyone attending will need a Cloud 9 Account in order to be officially added to the reservation, enter flight info, add or change your guest(s), make payments, and check in to the event.

How do I book a room?

• You can book a reservation by logging into your Cloud 9 Account or by clicking “BOOK NOW”.
• Everyone will need a Cloud 9 Account – Please register now.
• One person in the room will book the reservation and be considered the “Lead Guest.” There are rooms available for occupancies of 1, 2, 3, or 4 adults. You will be able to add your guest(s) during booking.
• The event offers extra nights, airport shuttles, travel insurance, and more when you select your room.
• These items are non-refundable and will increase the deposit amount owed at the time of booking. Extra items can also be booked at a later date depending on availability.

How much does it cost to make a reservation?

• Packages are priced per person and in USD.
• A $250 non-refundable deposit ($500 for any Presidential, Master, Stage Front, Governor, or Villa) per person is required to reserve a room.
  • The deposit goes towards the total cost of your reservation.
• Initial deposits must be paid by Credit Card. We accept Visa, MasterCard, Discover, and American Express.
• A $59 ticketing fee per person will apply (includes a $5 donation to Positive Legacy).

Can I split the cost with my roommate?

• At the time of booking, there will be an option to have 100% financial responsibility or split the financial responsibility with your guest(s).
• If splitting financial responsibility, the Lead Guest will first need to pay their deposit to make the reservation.
• Following immediately after, the additional guest(s) of the reservation will need to log into their Cloud 9 Account(s) to supply the remaining deposit(s) to confirm the reservation.
• Financial responsibility can also be split after the reservation is booked by contacting the Travel Team via email.

What are the payment plan options?

You can either pay in full or enroll in our automatic monthly payment plan. You will have six monthly payments processed on the 19th of each month starting in May and ending in October.

• A one-time $30 payment plan fee will be added to your initial deposit for joining the payment plan.
• If we do not receive your monthly payment after the 48 hour grace period, you will be assessed a $35 declined payment fee.

What if I have accessibility needs?

• Make sure you have notes of your mobility / medical conditions in your Cloud 9 Account and in the Preferences section of your reservation.
• Wheelchairs, scooters, and amphibious chairs (with larger tires that can traverse sand and are water friendly) can be rented and delivered to the hotel through Playa Mobility.
• We offer ADA transportation to and from the Cancun International Airport for those in need.
  • These vehicles have an electric wheelchair ramp and need to be requested by October 1, 2025. 
  • Please purchase your airport shuttle first, then contact the Travel Team ASAP to confirm your needs.
  • Should you not need the electric wheelchair ramp and just need additional space inside the vehicle to store for your ADA equipment, please include this in your transportation and medical notes in your Cloud 9 Account.
• Guests needing specific ADA transportation should reserve at Sapphire, not Dreams Riviera Cancun, for the best experience.
• If you need assistance locating the ADA section at the Palapa or Pool Stage, please make contact with a Safety Team member. The ADA section for Main Stage shows is located adjacent to the stage.
• Please note, suites in the Sapphire Indigo section with the exception of the Two Story Villa are accessible; however, if you are in need of an ADA accessible suite in the Indigo section, please contact the Accessibility Coordinator.

I’m staying in the area during Strings & Sol. Can I buy a day pass to the shows?

• There will not be day passes or general admission tickets available. All guests must have a reservation booked through Strings & Sol and be staying at Dreams Riviera Cancun or Sapphire Resort & Spa to attend.

Can I book extra nights at the resort?

• One Pre-night, December 10th, and 2 Post-nights, December 15th & 16th, are available to be added to your reservation though your Cloud 9 Account.
• The cost of the Pre and Post nights can now be split into each monthly installment if added at the time of booking.
• If you are considering booking additional nights, we highly recommend to do so as early as possible, as they may sell out.
• Additional nights are non-refundable and non-transferable.

What does the airport shuttle cost?

• $54 per person Roundtrip / $34 per person One Way
• Shuttles are ONLY available to the resort on December 10th & 11th.
• Shuttles are ONLY available to the Cancun International Airport on December 15th, 16th, and  17th.
• Airport transportation is NOT available during the event on December 12th, 13th, or 14th.
• Airport transportation is non-refundable and non-transferable.

How does the airport shuttle work?

• The shuttles ONLY run to/from Cancun International Airport (CUN) to/from Sapphire and Dreams Riviera Cancun Resort.
• We DO NOT have shuttles available for flights landing or departing from Tulum International Airport (TQO).
• In order to utilize the airport shuttle, you must be arriving at the airport and traveling directly to Sapphire or Dreams Riviera Cancun. We cannot provide transportation to people who arrive before Strings & Sol and stay at a different resort in the area.
• Flight information MUST be entered into your Cloud 9 Account so we can arrange your shuttle. If you fail to enter your flight information, we are not responsible if there is no shuttle for you.
• If you purchase the airport shuttle within a week of the event, you are at risk of your flight information not being relayed to the shuttle company and could face delays.
• If your flight arrives before 6am ET, you will need to purchase a pre night to make use of the shuttle and to check into the resort.

What is Travel Insurance and why should I get it?

We strongly urge guests to purchase travel insurance. If we have learned anything in the past couple of years, it’s that you never know what can happen. It’s important to be prepared for anything. Protect your investment and get peace of mind by purchasing travel insurance.

We have partnered with IMG (International Medical Group) to offer Travel Insurance plan options. Click below to compare the different policies and get quotes. You purchase your policy directly with IMG, any corrections or changes must be directed to them within 10 days of your policy purchase.  Please be sure to read your policy as soon as you receive it by email.

You can add insurance to your reservation at the time of booking or later on, but keep in mind you MUST purchase a plan within 20 days of your initial deposit if you want Cancel For Any Reason coverage, if you have a pre-existing condition, or if you want cancellation because of work to be covered.

What is a Carbon Offset?

• By purchasing a Carbon Offset, you are offsetting the emissions from your personal travel to the event (your carbon footprint).
• Carbon Offsets purchased through Strings & Sol support Trees, Water & People. This programs offers not only an opportunity to reduce your environmental impact, but to also curb deforestation rates, improve the health of families, and support our efforts to protect and conserve natural resources in Central America and Haiti.
• Add Carbon Offsets when you book or through your Cloud 9 Account at any time.

How do I add or change my guest?

• The Lead Guest is the only person on the reservation that can initiate changes, such as adding a guest or making a name change.
• During the complimentary period, the Lead Guest can log into their Cloud 9 Account to replace or add a guest on the reservation.
• After the complimentary period, the Lead Guest can must log into their Cloud 9 Account to fill out the name change/guest addition form to replace or add a guest on the reservation.
• Please note, a guest with financial responsibility cannot be removed from a reservation without their permission.

What are the fees to add or change a name on my reservation?

Can I make a room location request?

• In the spirit of fairness to all guests, we DO NOT take room location or building requests.
• You can request to be close to your friends by emailing the Travel Team with the Lead Guest of each reservation on copy. We will do our best to accommodate; however, due to the nature of the event, we cannot guarantee the request will be met.

What is the Cancellation Policy?

• All deposits and payments for Strings & Sol are non-refundable.
• The Event HIGHLY recommends that all guests purchase Travel Insurance that includes Cancel for Any Reason coverage.
• Cancellations are only accepted from the Lead Guest with the understanding that the entire reservation will be cancelled.
• If one person in your reservation needs to cancel or will not be attending, please contact the Travel Team to let them know and to receive instructions if you are filing an insurance claim.
• All cancellations must be submitted in writing by completing the Cancellation Form located in your Cloud 9 Account.
• You are also able to transfer your reservation to another person, per the name change guidelines above.
• View the Event’s Terms & Conditions HERE.

What travel documents do I need?

• You MUST have a valid Passport to fly to Mexico.

Is airfare included in the trip cost?

• No. All guests are responsible for booking their own airfare.

What airport should I fly into?

• Cancun International Airport (CUN).

How far is the resort from the airport?

• Dreams Riviera Cancun and Dreams Sapphire are located about 30 minutes from the Cancun International Airport.

I purchased the shuttle. How do I add my flight information?

• Log into your Cloud 9 Account and click “Your Account” in the top right hand corner.
• You will see your reservation and a button that says “Enter Flight Info”.

What do I do if my flight is delayed?

• If your flight is delayed, Amstar will track your arrival time and make the proper accommodations.
• If you book a completely new flight or have a new arrival date, please contact the Travel Team immediately to let us know.

Do I need to add the shuttle for my kids?

• All children, regardless of age, who are taking event transportation must purchase transportation.
• Car seats for children under 2 are available upon request. Booster seats for children over 2 are not available.
• If you would like to bring your own car seat, most airlines will allow you to check it free of charge. Please  reach out to your booked airline for more information.

What is the currency in Mexico?

• The local currency is Pesos. US Dollars are also accepted; however, your change may be returned in Pesos.

Do I tip while in Mexico? If so, how much?

• Tipping is customary, but not expected for hotel staff, such as bellmen, housekeepers & bartenders. A couple bucks here or there is always appreciated!

Are food and drinks included?

• Absolutely! Your all-inclusive package covers food and beverages, including alcohol!
• Enjoy breakfast, lunch, dinner, and late night bites after the shows at no additional cost.
• There is also complimentary 24-hour room service for guests that reserve at Dreams Riviera Cancun.

Can we make reservations at the restaurants?

• If you are staying at Dreams Riviera Cancun and wish to dine at one of the properties restaurants, you can make reservations with the Concierge upon arrival.
• Reservations are not necessary at Sapphire Resort unless you wish to eat at the Teppanyaki tables. Reservations for Teppanyaki can be made with the Concierge.

Is there a dress code during the event?

• There is no dress code at Sapphire during the event; however, shirts and shoes are required in all dining areas.
• Dreams Riviera Cancun does require “casual elegance” attire when dining at restaurants on property. For men, this means long slacks and collard shirts. For women, we suggest blouses, dresses, skirts. No sleeveless shirts or flip-flops allowed.
• If you have purchased additional nights before or after the event, please keep in mind, both resort  restaurants have a dress code during this time.

Will vegetarian, vegan & gluten-free options be available?

• Vegetarian, vegan & gluten-free options will be available at all meals.
• If you haven’t done so already, update the Dietary Request section of “Your Profile” in your Cloud 9 Account.

What in-room amenities are there?

Free Wi-Fi • Private Balcony or Terrace  • Electronic Safe • In-Room Mini Fridge (stocked once daily) • Free International Calling to the US • Hair Dryer •  Iron and Ironing Board • TV

Where can I keep my valuables?

• Every room at the resort has an electronic safe.
• We strongly suggest placing your passport, wallet, cash, and any other valuables inside as soon as you arrive.
• The event is not responsible for any lost or stolen items.

Are there any medical facilities at the resort?

• Event Safety is on-call 24 hours a day with professional medical staff, including EMTs licensed in the US.
• A registered nurse with regular office hours is available at the resort as well.
• In the event of a medical emergency, call the Front Desk as a medical doctor is on-call 24 hours a day.
• If a doctor is called, there will be a charge put on the guest’s room.
• Guests with any pertinent medical information or specific medication needs are asked to notify us in advance.

In case of an emergency back home, how can I be contacted at the resort?

• You will have access to free Wi-Fi to stay connected during your trip. iMessage and WhatsApp are both great options for your family to stay in touch while you are away.
• The Cloud 9 Team can be reached via email, and we will help communicate.