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! Everyone attending High Tide Getaway will need to create an account.
• If you opted in, you do not need to create an additional Cloud 9 Account. Use the same account you used for your opt-in reservation. 

How do I book a room?

• You can book a reservation by logging into your Cloud 9 Account or by clicking “BOOK NOW”.
• One person in the room will book the reservation and be considered the “Lead Guest.” They will add additional guests as part of the reservation process.
• Be sure to have your credit card in hand before you start the booking process.
• Step 1: Select the number of adults staying in your room. There are rooms available for occupancies of 1, 2, 3, or 4 adults. You will be able to add your guest(s) during booking. If adding children, you will add them through your Cloud 9 Account after making your reservation.
• Step 2:  Select your room type. Be sure to have a few back up choices in case your first choice is sold out.
• Step 3: Select add-ons. The event offers extra nights, airport shuttles and more when you select your room. Extra items can also be added at a later date based on availability.
• Step 4: Review your reservation. You can remove add-ons by clicking the word “remove” below the item. Hit “Check Out” once your reservation is all set.
• Step 5: Add your guest. You will see your information listed as Guest 1. Below, add your guest information for Guest 2. If you do not know who your guest will be at the time of booking, no problem! Check the box “Will provide name later”. Please see the name addition/change fee schedule if choosing not to add a guest at the time of booking.
• Step 6: Choose how to pay. Let us know who will be financially responsible for your High Tide reservation. Select ‘Pay in Full’ or opt into the Payment Plan for a one-time fee of $30.
• Step 7: Accept Terms & Conditions. Enter your card information and acknowledge automatic billing if you are joining the Payment Plan.
• Step 8: Protect your reservation. After you complete your booking, you will be directed to a page which allows you to purchase travel insurance. You can insure your trip with anyone but we have done the legwork for you. We partner with IMG to provide plans that cover the per person cost of your reservation. To ensure you are fully covered, you will want each guest to have their own plan purchased.

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.

• 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.

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.
• Rooms with ADA accommodations (including modified doorways, bathrooms, and bed heights) are in the Premium Tropical rooming category. Please contact the Accessibility Coordinator at the button below if you have additional questions.
• Please note, suites in the Sapphire Indigo section with the exception of the Two Story Villa are accessible; however, if you are in need of an ADA accessible suite in the Indigo section, please contact the Accessibility Coordinator.
• 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 Cancun International Airport for those in need.
  • These vehicles have an electric wheelchair ramp and need to be requested by October 1, 2025. 
  • Please purchase your airport shuttle first, then contact the Travel Team ASAP to confirm your needs.
  • 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 transportation and medical notes in your Cloud 9 Account.
• If you need assistance locating the ADA section at the Palapa or Pool Stage, please make contact with a Safety Team member. The ADA section for Main Stage shows is located adjacent to the stage.
  

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

• There will not be day passes or single day tickets available. All guests must have a reservation booked through High Tide Getaway and be staying at Sapphire Resort & Spa to attend.

Can I book extra nights at the resort?

• Two Pre-nights, December 4th & 5th, and one Post-night, December 10th, are available to be added to your reservation through your Cloud 9 Account.
• If you would like to add additional Pre nights to your reservation, please contact the Travel Team. Additional post nights are not available.
• The cost of the Pre and Post nights can now be split into each monthly installment if added at the time of booking.
• If you are considering booking additional nights, we highly recommend to do so as early as possible, as they may sell out.
• Additional nights are non-refundable and non-transferable.

What does the airport shuttle cost?

• $54 per person Roundtrip / $34 per person One Way
• Shuttles are ONLY available to the resort on December 4th, 5th, & 6th.
• Shuttles are ONLY available to the Cancun International Airport on December 10th & 11th.
• Airport transportation is NOT available during the event on December 7th, 8th, or 9th.
• 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 Sapphire Resort.
• We DO NOT have shuttles available for flights landing or departing from Tulum International Airport (TQO) or Cozumel International Airport (CZM).
• In order to utilize the airport shuttle, you must be arriving at the airport and traveling directly to Sapphire Resort. We cannot provide transportation to people who arrive before High Tide Getaway 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.

There are many Travel Insurance options that can be found with a quick Google search, but we have done the leg work for you and 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 High Tide Getaway 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.
• 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 by performing a name change.
• 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.
• During the complimentary period, the Lead Guest can log into their Cloud 9 Account to replace or add a guest on the reservation.
• After the complimentary period, the Lead Guest can must log into their Cloud 9 Account to fill out the name change/guest addition form to replace or add a guest on the reservation.
• 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; however, 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 High Tide Getaway 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.

What travel documents do I need?

• You MUST have a valid Passport to fly to Mexico.

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.
• If you book a completely new flight or have a new arrival date, please 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. US Dollars are also accepted; 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!

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.
  • If your flight is arriving before 6am ET, please reach out to the Travel Team as you may need a Pre-night.
  • The resort will require you to present a credit card deposit upon check-in to cover incidentals and additional expenses incurred during your stay. The use of a debit card to cover incidentals may result in longer deposit refund times.
• 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 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.
• There is no room service during the event, but food options are available 24 hours a day!

Can we make reservations at the restaurants?

• Reservations are not necessary, unless you wish to eat at the Teppanyaki tables, which can be made with the resort’s Concierge.

Is there a dress code during the event?

• There is no dress code at Dreams Sapphire during the event; however, shirts and shoes are required in all dining areas.
• If you have purchased additional nights before or after the event, please keep in mind, the resort  restaurants will have a dress code in place during this time.

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

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

What in-room amenities are there?

Free Wi-Fi • 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?

• The event brings a US based Event Safety team that is on-call 24 hours a day, including professional medical staff and licensed EMTs.
• 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 Wi-Fi to stay connected during your trip. iMessage and WhatsApp are both great options for your family to stay in touch while you are away.
• The Cloud 9 Team can be reached via email and will help communicate.