Booking Info

The event sold out… what now?

  • Join the Waitlist to let us know you are still interested in booking a room for Strings & Sol.
  • Should a room become available, we will contact guests via email in the order in which you signed up.

**The waitlist is for internal use only in case more rooms become available. Due to privacy laws we are unable to share waitlist information.

Can I upgrade my room type?

  • If you already have a reservation for Strings & Sol but would ideally like another room type, fill out the Upgrade Form located in your Cloud 9 Account.
  • If you would like to add another person to your existing reservation, contact the Travel Team for assistance.

What is a Cloud 9 Account & why do I need one?

  • A Cloud 9 Account is your personal profile.
  • You need an account in order to book your reservation. Everyone attending will need an account in order to be officially added to the reservation, make payments, and check in to the event.
  • You can update your reservation, provide details to make your travels smoother, track your trip history, make payments, add or change your guest, and so much more through your account.
  • You will also find tons of information about your reservation and details on changing / adding guests, purchasing travel insurance, and the Event’s Terms & Conditions by logging in.

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 or Governor Suite per person) is required to reserve a room.
    • This 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.

Can I split the cost with my roommate?

  • If you know you and your roommate are splitting the cost of the room, gather all Credit Card information before booking.
  • 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.

1st Payment: June 15th • 2nd Payment: July 15th • 3rd Payment: August 17th • 4th Payment: September 14th • 5th Payment: October 14th
  • A $25 fee will automatically be added to your deposit payment for joining the payment plan.
  • Initial deposits must be paid by Credit Card but your remaining payments can either be made by Credit Card or via ACH.
  • Reservations paid via ACH will receive a $50 reservation credit
    • You must opt into the ACH program by June 10, 2022 to qualify for the reservation credit. 
    • Sign into your Cloud 9 Account or use the button below to fill out the ACH form.

Reservation Add Ons

Can I book extra nights at the resort?

  • NEW for 2022 – Pre nights and post nights are now able to be bundled into your reservation with the cost spread out across the payment plan.
  • One pre-night – December 6th and up to 2 post nights – December 11 & 12 can be booked as part of your reservation.
  • Both Sapphire and Dreams Riviera Cancun are in high demand around Strings & Sol.  We highly recommend booking your pre and post nights on the day you reserve your room.
  • Extra nights are non-refundable and non-transferable.
  • Log in to your account to add additional nights.

How much do pre and post nights cost at Sapphire?

  • $239 per person/per night for Tropical and Premium Tropical View Rooms (double and triple occ.)
  • $379 Tropical and Premium Tropical Rooms (single rate)
  • $259 per person/per night for Partial Ocean View and Ocean Front Rooms (buildings 5 & 6)
  • $279 per person/per night for Premium Ocean Front and Stagefront Rooms (buildings 1-4)
  • $299 per person/per night for Swim Out Rooms (buildings 1-6)
  • $439 per person/per night for Master, Master Swim Out, Presidential & Governors Suites
  • For kids’ extra night pricing click HERE.

How much do pre and post nights cost at Dreams Riviera Cancun?

  • $239 per person/ per night for Tropical View
  • $259 per person/ per night for Partial Oceanview ::  $399 for single occupancy
  • $279 per person/ per night for Deluxe Plunge Pool
  • $289 per person/ per night for Preferred Oceanview
  • $299 per person/ per night for Preferred Oceanview & Pool Front
  • $369 per person/ per night for Preferred Honeymoon Suite
  • $469 per person/ per night for Preferred Master Suite

What does the airport shuttle cost?

We have partnered with a third party transportation company in Mexico to offer airport shuttle options.

  • Roundtrip Airport Shuttle is $49 per person
  • One Way Airport Shuttle is $29 per person
  • Shuttles are ONLY available to the resort on December 6th, 7th.
  • Shuttles are ONLY available to the airport on December 11th, 12th, and 13th.
  • Airport transportation is NOT available during the event.

How does it work?

  • 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.
  • In order to utilize event transportation, you must be arriving at the airport and immediately traveling 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.

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 three 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 and offer not only an opportunity to reduce your environmental impact, but to also curb deforestation rates, and 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.

Reservation Policies

What if I can no longer attend?

  • You have the option to cancel your reservation or transfer it to another person.
  • If you choose to sell your room, it is your responsibility to find a buyer and sort out the finances.
  • Log into your Cloud 9 Account for details on how to transfer or cancel your reservation.

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.
  • To replace a guest or add a name on the reservation, the Lead Guest must contact the Travel Team.
  • Have everyone in your reservation create a Cloud 9 Account.

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

Change the Lead Guest:

  • $150 fee through October 14th
  • $225 fee from October 15th – November 14th
  • No changes will be accepted after November 14, 2022.

Add or Change Guest Name(s):

  • Complimentary through September 1st
  • $125 fee from September 2nd – October 14th
  • $225 fee from October 15th – November 14th

No name changes will be accepted starting November 15th

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 everyone on copy. We will do our best to accommodate, but due to the nature of the event, we cannot guarantee the request will be met.

The room type I wanted sold out…now what?

  • We do not allow for any room downgrades, however, you can upgrade your room if there is availability.
  • Sign into your Cloud 9 Account to indicate a room preference on the Upgrade Form by selecting the Travel Info button
  • The Travel Team will contact you if anything becomes available between now and the event.
  • Should an upgrade become available, you will be required to pay the cost difference between suite types.

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 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.

Can I reinstate a cancelled reservation?

  • You can reinstate a reservation cancelled for non payment within 48 hours your cancellation (based on availability).
  • A $75 per person Reinstatement Fee will be applied.
  • If your reservation was cancelled due to non-payment, you must pay the outstanding balance and reinstatement fee.
  • Please contact the Travel Team to begin the process.

Bringing The Family

Can I bring my family?

Of course! Children are welcome at Strings & Sol. There are multiple pools, beautiful beaches, a waterpark, and kids club – not to mention all the music and event activities – for your whole family to enjoy!

How much does it cost to bring my kids?

  • Rates are based on the age of the child at the event, not at the time of booking the reservation.
    • $299 for children 2 years of age and under
    • $599 for children between ages 3 to 12
    • Children 13 and older are considered adults for this event
  • Kids fees are non-refundable. Be sure your children are attending before adding them to your reservation.
  • Extra nights for children are $89 per child per night
  • If utilizing event transportation, shuttles must be purchased for everyone, regardless of age.
    • Car seats are available for children 2 & under upon request. Indicate this in the Transfer Notes when you enter your flight information at least 30 days prior to arrival.

How do I add children to my reservation?

  • Select your room occupancy based on the number of adults in the reservation.
  • The maximum occupancy for a double room is 2 adults + 2 children or 3 adults + 1 child in a triple occupancy room.
  • Add each child’s name and birthdate in the Preferences and Special Requests comments box.
  • Cribs are available upon request. Please include in the Preferences and Special Requests comments box as well.

Do the resorts have a Kids Club?

  • Yes! The Explorer’s Clubs at Sapphire and Dreams are open to all children ages 3 – 12.
  • Open daily at 9am

Is there babysitting available?

Travel FAQ

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 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?

  • Don’t sweat it! If you provide us with your flight information, we will track your arrival time and make the proper accommodations.
  • If you are switched to a completely new flight contact the Travel Team to let us know as soon as possible.

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.

What is the currency in Mexico?

  • Pesos. However, US Dollars are also accepted!

Can I pay with US currency?

  • Yes; 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.

What should I pack?

Passport • Sunglasses • Hat • Sunscreen & Aloe • Bug Spray • Reusable Bottle/Cup/Straw • Rain Gear • Warm Clothes • Swimsuit • Pool Float • Ear Plugs • Costume for our Theme Night

What should I NOT pack?

  • No illegal substances, weapons, drones, or pets.
  • The use of illegal drugs is strictly prohibited and all laws pertaining to drug use must be respected.

Can I bring my camera?

  • You may bring any kind of camera to the event to shoot your vacation however, professional camera equipment for filming and photography during the shows is prohibited.
  • Drones are banned from the event.

Do I need an electrical converter?

  • No. Mexico operates on the same 120V plug-in as the United States.

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.
    • Review their inventory of ADA friendly selections HERE.
  • We offer ADA transportation to and from the airport for those in need.
    • Please purchase your airport shuttle then contact the Travel Team at least 30 days prior to the start of the event to make arrangements.
  • If you require special needs support, first floor accommodations due to mobility issues, or additional assistance, please contact the Accessibility Coordinator.

Are there any additional fees?

  • There is a $49 ticketing fee which includes a $5 surcharge to our non-profit partner Positive Legacy.
  • All taxes and fees are included at the time of booking.
  • Anyone unable to present an immigration card during check-in may be assessed an additional 16% tax.

I’m staying in the area during your event. Can I buy a day pass to the shows?

  • All guests must have a reservation booked through Cloud 9 Adventures and be staying at Dreams Riviera Cancun or Dreams Sapphire to attend. There will not be day passes or tickets available.

Resort FAQ

When do we check in and check out of the resort?

  • Check In begins at 3pm
    • If you arrive earlier, you are still able to check into the hotel and use the resort facilities, but your room may not be ready until after 3pm.
  • Check Out is by 12pm on your departure day
    • There are NO late check outs.
    • If your flight is later in the day you will be able to use the resort facilities until 6pm.

Members of my party are arriving later than me, can we check in at different times?

  • No worries, you can check in at separate times. Just make sure you each have your own room key and event wristband.

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?

  • You can make reservations with the Concierge upon your arrival at the resort.

Is there a dress code during the event?

  • There is no dress code at Sapphire, but shirts and shoes are required in all dining areas.
  • Dreams Rivera Cancun does require resort casual attire when dining at restaurants on property.
  • If you plan on coming early or staying late, the restaurants do have a dress code. Think resort casual, but be sure to bring a pair of pants with you.

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

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

What are some of the resort’s amenities?

Full Service Spa & Salon • On Site Waterpark • Specialty Restaurants & Buffets • Complimentary 24 Hour Room Service (for Dreams Guests) • Multiple Bars, Lounges & Pop-Up Bars • Coffee Shop • Fully Equipped Fitness Center • Free WiFi

How do I make a spa appointment?

  • Details on how to book spa appointments will be sent to booked guests closer to the event.

Is there WiFi at the resort?

  • Yes! Free WiFi is available resort-wide.

Is there a Lost and Found?

  • Lost & Found is located at the Front Desk at each hotel.  There will also be flip flop drops by the Main Pool at Sapphire.  If you lose your shoes check there first!
  • If you leave something behind in Mexico, email the resort.

Is there an ATM at the resort?

  • There are ATMs in both resorts.
  • You can also exchange currency at the Front Desk.

What in-room amenities are there?

Free WiFi • Private Balcony or Terrace  • Electronic Safe • In-Room Mini Bar (stocked once daily) • Free International Calling to the US • Hair Dryer • Coffee and Tea Maker • Iron and Ironing Board • Cable 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.

What is the difference between the amenities available to Dreams guests vs Sapphire guests?

  • Guests who reserve a suite package at Dreams Riviera Cancun have access to both resorts and their amenities (restaurants, bars, pools, etc.) as well as access to Preferred Club at Dreams Riviera Cancun in certain categories as well as 24 hour room service.

Is there a place Dreams guests can store things at Sapphire?

  • The Front Desk will be happy to hold your day bag while you enjoy the Sapphire property.

Can Sapphire guests go to Dreams?

  • No, only guests with reservation packages at Dreams Riviera Cancun are able to access that resort, its restaurants and amenities.

How do Dreams guests get to Sapphire?

  • There is a complimentary shuttle that will run during the event or guests can feel free to walk the beach as Sapphire is only a leisurely 10-15 minute stroll away.

Is the shuttle running for pre and post nights?

  • No, the shuttle only runs during the event.

What time does the shuttle run?

  • While the shuttle does not run 24 hours a day, it will run from early in the day until just after the last show. Guests are welcome to walk the beach between resorts as well.

Are there any medical facilities at the resort?

  • In case of emergency, call the Front Desk.
  • 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 guest’s room.
  • Guests with any pertinent medical information or specific medication needs are asked to notify us in advance.
  • Event Safety is also available 24 hours a day with a variety of staff, including EMTs licensed in the US.

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

  • You will have access to free WiFi to stay connected during your trip. iMessage and WhatsApp are both great ways for your family to stay in touch while you are away.
  • The Cloud 9 Team can be reached via email at [email protected] and we will try to help communicate.

Experience FAQ

When and where is all the music happening?

  • There will be four awesome nights of entertainment – December 7, 8, 9, and 10.
  • All performances take place at Sapphire Resort & Spa.
  • There are three stages – a Beach Stage, Pool Stage, and Palapa Stage – where you can catch your favorite artists performing.

Is there assigned seating at the shows?

  • There is no assigned seating at any venue.

When will the music schedule be released?

  • The schedule will be posted a few weeks before the event.
  • We want to make sure that you’ll be able to see each and every band perform an entire show, so there will be no overlapping.

In addition to the shows, what else can I expect?

  • Fill your days with fun activities and connect with other fans – and the artists too!
  • Theme nights are a great way to express yourself and get creative during your trip.
  • Activities and themes will be announced closer to the event, so stay tuned for info.

How can I make my trip more impactful?

  • Our nonprofit partner Positive Legacy is committed to integrating live music and service.
  • Leave a Positive Legacy by taking actions that positively impact the communities we visit.
  • There will be different ways to participate during the event – including donation drives, charity auctions, and a day of service.
  • Keep an eye out for info as we get closer to our trip.

Covid FAQ

Will negative tests be required at check in?

  • Negative tests MAY be required at Check-In. More information will be sent to booked guests as we get closer to our trip.

Will a Covid vaccine be required to attend?

  • While the event may not require a vaccination to attend, the resort or airlines might require this in order to travel / check-in. More information will be released closer to the event when we know more about the conditions.

Will masks be required?

  • Masks are currently required in public indoor areas (including Check In, Lobbies & Restaurants) unless you are eating or drinking.
  • Masks are also currently required in event shuttles to/from the airport or any off-site excursions.
  • Masks may be required during the event. We will update booked guests as we know more.

What happens if I test positive for Covid at the event?

  • If you are not feeling well, you should call the Front Desk. They will arrange for you to be tested for COVID-19.
  • If you test positive, you will be required to quarantine until you test negative or until you are cleared by the doctor.

Will a test be provided for departure?

  • UPDATED June 12, 2022 :: the CDC will no longer require air passengers to get tested and show a negative COVID-19 test result or show documentation of recovery from COVID-19 prior to boarding a flight to the United States regardless of vaccination status or citizenship. Please note, the CDC’s Order requiring proof of vaccination for non-citizen nonimmigrants to travel to the United States is still in effect. More information can be found HERE.
  • April 14, 2022  :: A negative Covid-19 test is required by the U.S. Government within 24 hours of travel by air into the United States.
  • This is monitored every 60 days and should the travel requirements change again prior to our trip, booked guests will be notified via email.

What Covid policies can I expect at the resort?

We are keeping in close contact with the resorts to monitor their safety procedures and make sure we are in compliance with the current recommendations. As of now the Front Desk staff utilizes plexiglass shields, face masks, social distancing practices, and QR codes to provide as little contact as possible.

Both Sapphire and Dreams have implemented the CleanComplete + Verification system. Their 360-degree quality, safety, and hygiene system takes into account every aspect of resort operations, backed by the highest-level third-party certification.

The resort will be implementing procedures continuously to keep the rooms and common areas as safe and clean as possible.

What steps are being taken by Amstar to ensure our transportation is disinfected?

Amstar has developed a SAFE AND CLEAN program that will be the new standard applied throughout your vacation experience to ensure both customers and Amstar teammates’ protection.

They have implemented safety protocols such as mandatory masks at the airport and on shuttles (this applies to the airport shuttles and excursion shuttles) sanitization of vehicles before and and after each transfer, sanitization of luggage prior to loading vehicles, social distancing, and reduced capacities. Hand sanitizer will also be available for guests and staff before, during, and after transfers.

In addition, excursion suppliers have enhanced their protocols and safety measures. We will inform guests of all safety protocols when excursions are announced at a later date.

If I contract Covid just before the event, can I request a refund?

  • Your vacation is non-refundable. We highly encourage all guests purchase a travel insurance policy.
  • There are many different policies out there to explore. We have done the legwork and offer policies that cover Covid related illness and a Cancel for Any Reason benefit.

If I become too nervous to travel after I purchasing a reservation, can I get a refund?

  • No. The event is non-refundable. If you feel concerned that you may change your mind and not want to attend, you should consider purchasing a travel insurance plan that offers Cancel For Any Reason benefits.

What happens if the event is postponed due to Covid-19?

  • If the event is postponed due to unforeseen circumstances, you can hold onto your reservation and it will be honored for the rescheduled dates or you will be given the opportunity to request a refund.

Whoops - it doesn't seem like we could find anything.

Cookies and Privacy

This website uses cookies to ensure you get the best user experience on our website.