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, make payments, and check in to the event.
• You can manage your reservation by providing flight details, making payments, adding or changing your guest(s),  and so much more through your account.
• You will also find tons of information about your reservation with instructions and details on changing / adding guests, purchasing travel insurance, and the Event’s Terms & Conditions by logging in.

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.
• Find a room type you want, but have 1 or 2 backup choices in mind in case your first choice is sold out.
• During the booking process, you will be able to add your guest(s).
• The event offers extra nights, airport shuttles, travel insurance, and more add-ons when you select your room.
  • Items, such as transportation, when added at the time of booking will increase the deposit amount owed.
  • Extra nights, transportation, and Positive Legacy donations are non-refundable and can be purchased at the time of booking or 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. If you book after May 19th, your balance will be broken into equal installments due on the remaining payment dates.

• 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.
• Initial deposits must be paid by Credit Card.

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.
• 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 airport for those in need.
  • These vehicles have an electric wheelchair ramp and need to be requested with as much advance notice as possible.
  • Please purchase your airport shuttle then contact the Travel Team ASAP to confirm your needs.
  • Include details in the email regarding any ADA equipment you may be traveling with.
  • 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 email.
• There is an ADA area at each of the venues.  Please make contact with a Safety Team member if you are not able to easily locate it.
• Please note, suites in the Premium Preferred section with the exception of the Two Story Villa are accessible; however, if you are in need of an ADA accessible suite in the Preferred section, please contact the Accessibility Coordinator.

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

• All guests must have a reservation booked through The Mexico Incident and staying at Sapphire Resort to attend. There will not be day passes or general admission tickets available.

Can I book extra nights at the resort?

• Two Pre-nights , December 5th and 6th, and 1 Post-night, December 11th, are available to be added to your reservation.
• 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 booking these as early as possible, as they may sell out.
• Extra nights are non-refundable and non-transferable.
• Log in to your Cloud 9 Account to add additional nights.

What does the airport shuttle cost?

• $50 per person Roundtrip / $30 per person One Way
• Shuttles are ONLY available to the resort on December 5th, 6th, & 7th
• Shuttles are ONLY available to the airport on December 11th & 12th.
• Airport transportation is NOT available during the event on December 8th, 9th, or 10th.
• 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 the reort.
• 🚨 In order to utilize the airport shuttle, you must be arriving at the airport and traveling directly to the resort. We cannot provide transportation to people who arrive before The Mexico Incident 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 The Mexico Incident 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.

What if I can no longer attend?

• You have the option to 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 or add a guest on the reservation, the Lead Guest must log into their Cloud 9 Account to initiate this process.
• 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, but 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 The Mexico Incident 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.

Can I bring my children?

The whole family is welcome to attend the Mexico Incident! With multiple pools, beautiful beaches, a waterpark, and kids club – not to mention all the music and event activities – there is something for everyone in the family to enjoy no matter what age!

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 $99 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?

• At the time of booking, select your room occupancy based on the number of adults attending.
• After booking, log into your Cloud 9 Account to fill out the Kids Form and then our Travel Team will reach out to take care of everything.
• The maximum occupancy for a double room is 2 adults + 2 children or 3 adults + 1 child in a triple occupancy room.
• Cribs are available upon request and can be noted on the Kid’s Form.

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?

• Sapphire is 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.
• However, if you book a completely new flight or new arrival date, 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. However, US Dollars are also accepted but your change may be returned to you 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 Nights!

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.

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

• Check In begins at 3pm ET.
  • 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 ET.
  • However, if your flight is arriving before 6am ET , please reach out to the Travel Team as you may need a pre night.
  • The resort may require you to present a credit card or cash deposit upon check-in to cover incidentals and additional expenses incurred during your stay.
• Check Out is by 12pm ET on your departure day.
  • There are NO late check outs.
  • If your flight is later in the day, the resort will happily store your luggage and you will be able to use the resort facilities until 6pm ET.

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

• Yes, you all can check in at separate times!
• Upon arrival, make sure your party checks in with the resort and with the event to collect their room keys, event wristbands, and welcome gifts.

What in-room amenities are there?

Free WiFi • 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 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, and we will help communicate.