Resort FAQ

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.

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.

Can we make reservations at the restaurants?

  • 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, but shirts and shoes are required in all dining areas.
  • If you have purchased additional nights before or after the event, 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 Sapphire Resort’s amenities?

Full Service Spa & Salon • On Site Waterpark • Specialty Restaurants & Buffets  • Multiple Bars, Lounges & Pop-Up Bars • Coffee Shop • Fully Equipped Fitness Center • Free WiFi • Free Parking • ATM

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.

What are the Sapphire Preferred amenities?

Booking in Sapphire Preferred offers you access to exclusive amenities only open to premium guests such as:

  • Complimentary access to the hydrotherapy circuit at the Spa
  • Rooftop Pool with swim up bar
  • Two private restaurants including the Seaside Cafe and Gohan Sushi Restaurant
  • Elevators to the upper floors
  • Exclusive Preferred Lounge that offers daily light snacks and premium liquors, concierge services and complimentary computer access

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.

How do I make a spa appointment?

Secure spa reservations in advance by emailing Send your email with the subject line “The Mexico Incident Spa Appointment Request” and include the following info –

  1. Your Full Name
  2. Your Home Resort
  3. Service You Want To Book (ex. relaxation massage 50 Min)
  4. Requested Date (ex. December 8th)
  5. Preferred Time (ex. 10:00 am)
  6. Therapist (Male or Female)

You can also make spa appointments when you arrive with the concierge at check-in or located in the lobby during the event.

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.
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