You got questions, we got answers!
What is a Cloud 9 Account & why do I need one?
Your Cloud 9 Account is your personal profile. Every guest attending Strings & Sol is required to have an account in order to check in. If you have attended Strings before, you already have an account & can log in HERE. If you are a first timer, register now.
Your Cloud 9 Account Allows You To:
- Book a reservation
- Make payments
- Add or change your guest
- Enter flight information
- Provide any dietary or medical needs
- Add items to your reservation such as extra nights, ground transportation, or travel insurance
- Track your trip history
- Offset your carbon emission
- Donate to Positive Legacy
What is a Pre-sale Password and how do I get one?
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 April 17, 2019.
When can I make my reservation?
Returning guests can use their Pre-sale Password on April 17, 2019. The Public On Sale for Strings & Sol will begin on April 18th at 12pm ET. All rooms are sold on a first come, first served basis. We encourage you to be ready to book right away so you don’t miss out!
Where do I go to book a room?
Place a reservation by logging into your Cloud 9 Account or by clicking the “BOOK NOW” button at the top of this website.
What if Strings & Sol sells out?
We don’t want you to miss Strings & Sol! If the event sells out before you book a room, join the waitlist and look at social media groups related to the event to see if anyone might be trying to process a name change on their reservation.
I am traveling alone, are there any single occupancy rates available?
There are no single rates available for Strings & Sol. However, you are absolutely able to book a double occupancy room and attend alone. (In this case you pay the full double occupancy rate of the room and have it to yourself.) Or, you can find another single traveler to pair up with. Contact the Travel Team to discuss your options.
Can I bring my kids?
Definitely! Strings & Sol is fun for the whole family! Learn more about bringing your children HERE.
Can I add extra nights to my reservation?
Four days in paradise may not be enough. We offer a special discounted rate for guests who want to add additional nights before and after the event. Check out more information on extra nights HERE.
When should I add my extra nights?
You can choose to purchase extra nights when you initially reserve your room at Strings & Sol or after by logging into your Cloud 9 Account. Please remember extra nights are based on availability, so it is better to add them sooner than later.
How do I book pre & post nights?
Purchase extra nights online through your Cloud 9 Account or by calling the Travel Team. Pre & post nights must be purchased in the same room category and paid in full at the time of booking. They are non-refundable & non-transferable.
What’s the benefit of purchasing my extra night through Strings & Sol?
Strings & Sol works with the resort to offer you a discounted rate on the room & keep you in the same room for your entire stay.
What if my roommate doesn’t want to stay the extra night?
Rooms are priced based on double occupancy so you will have to pay the rate for two, even if just one of you is staying the extra night.
I have a friend on another reservation and we both want to do the extra night.
No problem. Contact the Cloud 9 Travel Team to make your arrangements.
Are there any additional fees?
There is a $45 ticketing fee in addition to the per person price that is listed. This will be calculated into the total cost of your reservation.
Am I able to change my room type.
Strings & Sol does not allow for any room downgrades. However, you can upgrade your room if there is any availability.
The room type I wanted was unavailable when I booked…
Book your next best option and contact the Travel Team to be placed on an upgrade list.
Can I increase the occupancy of my room after booking?
Yes, depending on your room type. Contact the Travel Team for help. Please note there are only rollaway beds available at Dreams Resort.
Are there any ADA suites at Now Sapphire?
Yes, we strongly recommend booking a FIRST FLOOR Premium Tropical View room at Now Sapphire to accommodate your needs.
Can I make a room location request?
In the spirit of fairness to all guests, Strings & Sol, Now Sapphire, and Dreams Resort DO NOT take room location requests. You are able to purchase a First Floor room if you have mobility restrictions.
Where do I notate my special dietary needs?
Log into your Cloud 9 Account and update the “Dietary Requests” box.
What payment methods are accepted?
The initial deposit must be paid by credit card at the time of booking.
- Strings & Sol accepts major credit cards including Visa, MasterCard, and Discover. We do not accept 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 Strings & Sol, LLC and send to:
105 E. Atlantic Ave. Suite 200
Delray Beach, FL 33444
Does Strings & Sol automatically charge my credit card on the payment due dates?
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.
Can I still participate in automatic billing if I don’t have a Credit Card?
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!
How do I make a payment?
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.
How do I update the card on file for my payments?
If you are on automatic billing, contact the Travel Team PRIOR to the payment date with your new card details. If you are on manual payments, you are able to submit a payment through your Cloud 9 Account using the new card number.
Are reservations transferable or can I change my guest?
Yes. Please click HERE to review name change fees, procedures, and deadlines.
Where will the music be taking place?
All performances will take place at Now Sapphire. Strings & Sol features three stage – the beachfront Main Stage, the poolside gazebo stage, and the late night palapa. Learn more about our venues HERE.
What dates will the bands be performing?
There will be four awesome nights of entertainment. Shows will take place on December 12th, 13th, 14th, and 15th.
When will the music schedule be released?
The 2019 music schedule is HERE! Check out the daily lineups and a glimpse into your days.
I’m staying in the area during your event. Can I buy a day pass to the shows?
Will there be any daytime activities?
Of course! You’ll be able to fill your day with a ton of awesome activities including staples like the annual Autograph Signing, Name That Tune BINGO, morning Yoga, and Pickin’ In The Sand. Check out the complete daily programming HERE.
How do I sign up for the activities?
Sign ups vary by activity. Some are open to all and others will have a limited number of participants 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!
When will the Theme Night be announced?
The official theme night has arrived! Take a look at this year’s theme night and get ready for things to get spooky!
Will there be Strings & Sol event merchandise?
Yep! 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. Guests can purchase merchandise in the lobby of their home resort.
Which artists will be participating in Unplugged at the Palapa?
Make sure to catch Horseshoes & Hand Grenades performing for our late night Unplugged en la Palapa. Adam Greuel will also be leading the Pickin’ in the Sand so make sure to bring your own strings. You never know who else will join in!
Will there be off-site excursions I can book?
Absolutely! Strings & Sol offers a variety of excursions through a third party, Amstar, so you can fill your days with excitement exploring Mexico. Check out this year’s excursions HERE!
How can I participate with Positive Legacy?
Positive Legacy coordinates environmental and humanitarian service projects in Mexico to service the Puerto Morelos community. Make sure to check out this year’s Day of Service project, as well as a brand new Eco Immersion Adventure for your post nights.
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). 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. A $15 donation can make a big difference – donate when placing your reservation, through your Cloud 9 Account at any time, or at the event.
When do we check in and check out?
Check In begins at 3pm on December 12th. Check Out is by 12pm on December 16th.
Members of my party are arriving later than me, how can they check in?
No worries! Guests in the same reservation do not need to arrive together to check in. When you both arrive, first check in with the resort and then head over to the guest relations desk to check in with the event.
Is the water safe to drink?
All water served in the restaurants, buffet, and bars is bottled and all ice is made from an in-house filtration system. There will also be a supply of water in your room when you arrive. The water in your bathroom is fine to shower and brush your teeth but we recommend sticking with bottled water for drinking while in Mexico.
What is the currency in Mexico?
Mexican Pesos. US Dollars are also accepted however your change will be returned in Pesos.
Can I pay with US currency at the resort?
Yes, however your change will be returned in Pesos.
Is there an ATM at the resort?
Yep! There is an ATM that dispenses US Dollars located close to the Front Desk at both resorts. Please note fees will apply.
Can we exchange currency at the resort?
Absolutely! You can do so at the Front Desk with your Passport.
Where can I keep my valuables?
Every room has an electronic safe. We strongly suggest placing your passport, wallet, cash, and all other valuables inside as soon as you arrive. Strings & Sol is not responsible for any lost or stolen items.
Are food and beverages included? How many meals a day?
What if I can no longer attend Strings & Sol?
Can we make reservations at the restaurants?
Reservations are only necessary for dining at the Hibachi tables.
Is room service available?
Complimentary room service is available at Dreams Resort & Spa 24 hours a day! Room service is not available at Now Sapphire, however there will be late night food available after the shows.
Will vegetarian, vegan & gluten-free options be available?
Both resorts have a variety of food available to guests with various dietary needs. There will be vegetarian, vegan & gluten-free options available for all meals. If you haven’t already, please update “Your Profile” by logging into your Cloud 9 Account and completing the Dietary Request section.
What in-room amenities are available?
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
What are some of the amenities the resort offers?
Some of the resort amenities include:
- Free Wi-Fi
- 20% discount at the Spa
- All-inclusive dining at the specialty restaurants
- Unlimited drinks from the vibrant bars
- Access to resort gym & pools
- Private beach access
- Free resort parking
- Gift shops
- Laundry service (for an additional cost)
- 24 hour room service at Dreams Resort
Is there a dress code during the event?
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.
How much do I tip?
Tipping is customary but not expected for hotel staff such as bellmen & housekeepers. Pro Tip: Bring some single US Dollars with you to make tipping the amazing resort workers even easier. A couple dollars here or there make a big difference!
Are there any medical facilities at the resort?
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.
How does Strings & Sol help make sure I’m safe while at the event?
Now Sapphire & Dreams are located just less than an hour south of Cancun away from the bustle of the main tourist area on a private piece of coastline with 24 hour security at the gate. The event also brings in trained EMTs and safety specialists from the United States who are also available 24 hours a day, working in conjunction with resort security staff and local security to help guests feel an extra level of comfort away from home. Take the event offered shuttle services from the airport and you will be collected at the door and delivered straight to the event. You will be riding exclusively with other guests attending the event and will not stop at any other hotels on the way. You can expect to see name brand liquors poured by bar staff, friendly faces all around, and any help if needed just a moment away. As always, when traveling internationally use common sense, use your safe in your room, and treat others how you wish to be treated.
Will event staff be present at both locations?
Absolutely. There will be Guest Relations and event medical / safety teams stationed in the lobby at both resorts.
What is the benefit of booking at Dreams Resort & Spa?
Dreams Resort is a separate resort from host resort Now Sapphire located just a short distance away from the action. Dreams offers guests a quieter vacation setting, which being able to take advantage of the amenities at both resorts.
How far is Dreams Resort & Spa from Now Sapphire?
Dreams Resort is located just a half mile down the road from Now Sapphire. It should take less than 10 minutes to walk the beach, or hop on one of the free door-to-door shuttles. The shuttles are available ONLY for Strings guests staying at Dreams Resort & Spa and run in conjunction with the daily schedule.
Are pre/post nights offered at Dreams Resort as well?
Yes, however guests staying at Dreams Resort will not have access to Now Sapphire during the pre & post nights. Check out extra night pricing HERE.
Are shuttles available between Dreams & Now Sapphire on the extra nights?
No. Strings & Sol transportation between Now Sapphire & Dreams Resort is only available during the event.
Where is event check in if I am staying at Dreams Resort & Spa?
After checking into your room at Dreams Resort & Spa, you will check into the event in the Dreams lobby to receive your event wristband.
Where will the shuttle pick up be at both Dreams Resort and Now Sapphire?
All shuttles will pick up and drop off at the main lobby.
Will there be any music scheduled at Dreams Resort?
All concerts will take place at Now Sapphire however you are welcome to enjoy all the standard Dreams Resort programming during your stay.
Where is the event merchandise store?
For those staying at Now Sapphire, there will be a merchandise store set up in the Lobby Bar. There will also be a merchandise store set up in the Dreams Resort lobby, exclusively for guests staying at Dreams Resort & Spa. The merchandise store opens at 12pm on December 12th. After the first day, remaining merchandise will be available in the Now Sapphire Lobby Bar. Check your pocket schedule for hours.
If I am staying at Dreams Resort, can I enroll my children in the Explorer’s Club program at Now Sapphire?
Yes! Dreams Resort guests can use the kids programs at either resort.
Can anyone staying at Dreams Resort & Spa have access to the Now Sapphire Resort?
No, only guests who book Strings & Sol through Cloud 9 Adventures will be able to access Now Sapphire and the event.
Can my friends staying at Now Sapphire come hang with me at Dreams Resort & Spa if I have a suite there?
No, only guests staying at Dreams Resort & Spa can access the resort. However, you have the best of both worlds with access to both Dreams Resort & Now Sapphire! Hang with your friends at Now Sapphire, in the heart of the action!
What amenities can guests staying at Dreams Resort use at Now Sapphire?
Strings & Sol guests staying at Dreams Resort & Spa will have access to the Now Sapphire resort amenities including restaurants, bars, pools, beach, and all event-curated activities.
Can I use the Spa at either resort?
You can only book spa appointments at your home resort. A 20% discount will be available on all spa services, regardless of which resort you stay.
Will hotel operations such as bars and lounges be open late at Dreams Resort?
Most bars and lounges will be closed by the time you return to Dreams Resort at night, however there is 24 hour room service available.
Will there be a dress code at the restaurants?
There is no dress code at Now Sapphire. However, since there will be non-event guests staying at Dreams Resort, all standard resort operations and regulations will be in affect, including the restaurant dress code. Learn more about dining at Dreams HERE.
If I am staying at Dreams Resort, will there be ADA transportation to and from Now Sapphire?
For the most convenient experience, we strongly suggest booking at Now Sapphire if you are a wheelchair user. However, if you intend to stay at Dreams Resort & Spa and are wheelchair bound, please contact the Cloud 9 Travel Team.
What happens if I miss the last shuttle back to Dreams from Now Sapphire?
No worries! Just be prepared to have a beautiful stroll right down the beach to Dreams Resort or order a payable taxi from the bellman.
Are the beaches secure to walk at night?
Yes. Each resort has their own security team to offer safety and greet you with a warm welcome back to your home away from home.
What are the resort addresses?
Now Sapphire: Super Manzana 11 Manzana 9 Lote 10, Benito Juarez, 77580 Puerto Morelos, Quintana Roo, Mexico
Dreams Resort: Carretera Federal Chetumal–Puerto Juárez Km. 307, Puerto Morelos, 77580 Benito Juárez, Quintana Roo, Mexico
What travel documents do I need?
You MUST have a valid Passport to enter Mexico. There are NO exceptions.
What airport should I fly into?
Cancun International Airport (CUN). The resorts are just a quick 20 minute from from CUN.
What if I misplace my exit card issued at immigration?
If you lose your immigration card prior to arriving at the resorts you will be asked to pay the local VAT tax of 16%. If you lose the card during the event, you will need to purchase a new one upon departure from the Cancun Airport. Pro Tip: Place your immigration card and all other valuables in your in-room safe upon arrival.
How far are Now Sapphire & Dreams from the Cancun International Airport?
Now Sapphire & Dreams Resort & Spa are both located about 20 minutes from the Cancun International Airport.
Is airfare included?
No. All guests are responsible for booking their own airfare.
How do I get to and from the Cancun airport?
We offer a transportation service that you can add to your reservation. Please note airport shuttles are not included in the cost of your trip. To find more information on organizing a shuttle, click HERE.
Are there accessible shuttles available?
Strings & Sol airport transportation offers ADA accessible shuttle options for those in need. Simply purchase transportation at the standard rate and contact the Travel Team to make arrangements at least 30 days prior to the event.
How do I add my flight information?
Click “My Account” at the top of the page, log in, and click the button that says “Enter Flight Info” under your active Strings & Sol reservation. Enter the flight info for you and your guest so we can ensure the smoothest arrival / departure possible.
How do I find the event transportation once I am at the airport?
Go through Customs and exit the airport with your luggage, then look for the Amstar representative holding the “Strings & Sol Shuttle” sign. Shuttles are arranged based on flights, so make sure to enter your flight information in your Cloud 9 Account. An email with further details and instructions will be sent out closer to the event.
My flight is delayed, what do I do?
Don’t sweat it! If you have provided us with your flight info we will be tracking your arrival time and making the proper accommodations. If you are switched to a completely new flight, contact the Travel Team as soon as possible to let us know.
Can I meet the airport shuttle if I am staying in the area before the event?
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.
What should I pack?
Weather in Mexico this time of year is generally warm, but since shows will be taking place outdoors, there is always a chance of it being cool. We suggest bringing some warm clothing just to be on the safe side. Other than that, anticipate wearing t-shirts and shorts pretty much the entire time. Here’s some things you should pack:
- Sunglasses / Hat
- Sunscreen / Aloe
- Re-useable Bottle / Cup
- Rain Gear
- Warm Clothes
- Ear Plugs
- Yoga mat for morning classes
- Your favorite festival gear
- Costumes for this year’s Theme Night
What should I NOT pack?
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.
Can I bring my camera?
You may bring any kind of camera to photograph your vacation, however filming and photography during the shows is strictly prohibited. Drones are banned from Strings & Sol.
Should I be worried about Zika?
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!
What is Travel Insurance and why is it beneficial?
Travel insurance is there to help you in case of an emergency. It can alleviate unexpected travel costs due to delays/cancellations, along with medical expenses in the unfortunate scenario of a hospital visit. To view a quote for your specific reservation please click HERE.
If I have full financial responsibility, does my insurance policy cover the entire costs of the reservation?
Each insurance policy covers the per person rate of the reservation, regardless of your financial responsibility. Be sure to contact iTravel in order to make sure you are fully covered.
If I do a name change, does my insurance policy transfer to the new guest?
No. Insurance policies are specific to each individual who purchases the policy. The new guest will need to purchase their own policy in order to be covered.
In case of emergency, how can I be contacted at the resort?
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.