Frequently Asked Questions

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

What is a Pre-sale Password and how do I get one?

When can I make my reservation?

Where do I go to book a room?

What if Strings & Sol sells out?

I am traveling alone, are there any single occupancy rates available?

Can I bring my kids?

Can I add extra nights to my reservation?

When should I add my extra nights?

How do I book pre & post nights?

What’s the benefit of purchasing my extra night through Strings & Sol?

What if my roommate doesn’t want to stay the extra night?

I have a friend on another reservation and we both want to do the extra night.

Are there any additional fees?

Am I able to change my room type.

The room type I wanted was unavailable when I booked…

Can I increase the occupancy of my room after booking?

Are there any ADA suites at Now Sapphire?

Can I make a room location request?

Where do I notate my special dietary needs?

What payment methods are accepted?

Does Strings & Sol automatically charge my credit card on the payment due dates?

Can I still participate in automatic billing if I don’t have a Credit Card?

How do I make a payment?

How do I update the card on file for my payments?

Are reservations transferable or can I change my guest?

Where will the music be taking place?

What dates will the bands be performing?

When will the music schedule be released?

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

Will there be any daytime activities?

How do I sign up for the activities?

When will the Theme Night be announced?

Will there be Strings & Sol event merchandise?

Which artists will be participating in Unplugged at the Palapa?

Will there be off-site excursions I can book?

How can I participate with Positive Legacy?

What is a Carbon Offset?

When do we check in and check out?

Members of my party are arriving later than me, how can they check in?

Is the water safe to drink?

What is the currency in Mexico?

Can I pay with US currency at the resort?

Is there an ATM at the resort?

Can we exchange currency at the resort?

Where can I keep my valuables?

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?

Is room service available?

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

What in-room amenities are available?

What are some of the amenities the resort offers?

Is there a dress code during the event?

How much do I tip?

Are there any medical facilities at the resort?

How does Strings & Sol help make sure I’m safe while at the event?

Will event staff be present at both locations?

What is the benefit of booking at Dreams Resort & Spa?

How far is Dreams Resort & Spa from Now Sapphire?

Are pre/post nights offered at Dreams Resort as well?

Are shuttles available between Dreams & Now Sapphire on the extra nights?

Where is event check in if I am staying at Dreams Resort & Spa?

Where will the shuttle pick up be at both Dreams Resort and Now Sapphire?

Will there be any music scheduled at Dreams Resort?

Where is the event merchandise store?

If I am staying at Dreams Resort, can I enroll my children in the Explorer’s Club program at Now Sapphire?

Can anyone staying at Dreams Resort & Spa have access to the Now Sapphire Resort?

Can my friends staying at Now Sapphire come hang with me at Dreams Resort & Spa if I have a suite there?

What amenities can guests staying at Dreams Resort use at Now Sapphire?

Can I use the Spa at either resort?

Will hotel operations such as bars and lounges be open late at Dreams Resort?

Will there be a dress code at the restaurants?

If I am staying at Dreams Resort, will there be ADA transportation to and from Now Sapphire?

What happens if I miss the last shuttle back to Dreams from Now Sapphire?

Are the beaches secure to walk at night?

What are the resort addresses?

What travel documents do I need?

What airport should I fly into?

What if I misplace my exit card issued at immigration?

How far are Now Sapphire & Dreams from the Cancun International Airport?

Is airfare included?

How do I get to and from the Cancun airport?

Are there accessible shuttles available?

How do I add my flight information?

How do I find the event transportation once I am at the airport?

My flight is delayed, what do I do?

Can I meet the airport shuttle if I am staying in the area before the event?

What should I pack?

What should I NOT pack?

Can I bring my camera?

Should I be worried about Zika?

What is Travel Insurance and why is it beneficial?

If I have full financial responsibility, does my insurance policy cover the entire costs of the reservation?

If I do a name change, does my insurance policy transfer to the new guest?

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

How can I stay connected with family and friends?

Cookies and Privacy

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