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 also need their own 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?

• Book a reservation by logging into your Cloud 9 Account or by clicking “BOOK NOW”.
• Everyone attending 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 can add your guest(s) during the booking process.
• 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, Honeymoon, or Villa) per person is required to reserve a package.
  • This deposit goes towards the total cost of your reservation.
• Deposits must be paid by Credit Card. We accept Visa, MasterCard, Discover, & American Express.
• A $59 ticketing fee per person will be applied (includes a $5 donation to Positive Legacy).

Can I split the cost with my roommate?

• Yes! During the booking process, there is an option for 100% financial responsibility or split with other guest(s) on the reservation.
• If splitting financial responsibility, the Lead Guest will first need to pay their deposit to make the reservation.
• Immediately after, the additional guest(s) will need to log into their Cloud 9 Account(s) to supply their remaining deposit(s) to fully 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?

• If you require special needs support, first floor accommodations due to mobility issues or additional assistance, please contact the Accessibility Coordinator.
• Please make note 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/water friendly) can be rented and delivered to the hotel through Playa Mobility.
• We offer ADA transportation to/from the Cancun International Airport for those in need.
  • These vehicles have an electric wheelchair ramp and need to be requested by October 1, 2026. 
  • Please purchase your event shuttle, then contact the Travel Team to confirm your needs.
  • Should you not need the electric wheelchair ramp and only need additional space inside the vehicle 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 an event Safety Team member. The ADA section for Main Stage shows is located adjacent to the stage.
• Please note, suites in the Sapphire Club & Villas section with the exception of the Two Story Villa are accessible; however, if you are in need of an ADA accessible suite in the Club & Villas 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 additional nights at the resort?

• Yes! One Pre-night, December 8th, and 2 Post-nights, December 13th & 14th, are available to be added to your reservation though your Cloud 9 Account.
• The cost of the Pre and Post nights can 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 8th & 9th.
• Shuttles are ONLY available to the Cancun International Airport on December 13th, 14th, and  15th.
• Airport transportation is NOT available during the event on December 10th, 11th, or 12th.
• 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 and Conditions HERE.

What travel documents do I need?

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

I purchased the airport 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 purchase the airport shuttle for my kids?

• All children, regardless of age, who are taking event transportation must purchase the airport shuttle.
• 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 (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.