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Travel FAQ

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 and Dreams Riviera Cancun are located about 30 minutes from the Cancun 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?

  • Don’t sweat it! If you provide us with your flight information, we will track your arrival time and make the proper accommodations.
  • If you are switched to a completely new flight contact the Travel Team to let us know as soon as possible.

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.

What is the currency in Mexico?

  • Pesos. However, US Dollars are also accepted!

Can I pay with US currency?

  • Yes; 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.

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 Night

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.

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.
  • 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.
    • Review their inventory of ADA friendly selections HERE.
  • We offer ADA transportation to and from the airport for those in need.
    • Please purchase your airport shuttle then contact the Travel Team at least 30 days prior to the start of the event to make arrangements.
  • If you require special needs support, first floor accommodations due to mobility issues, or additional assistance, please contact the Accessibility Coordinator.

Are there any additional fees?

  • There is a $49 ticketing fee which includes a $5 surcharge to our non-profit partner Positive Legacy.
  • All taxes and fees are included at the time of booking.
  • Anyone unable to present an immigration card during check-in may be assessed an additional 16% tax.

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

  • All guests must have a reservation booked through Cloud 9 Adventures and be staying at Dreams Riviera Cancun or Sapphire Resort & Spa to attend. There will not be day passes or tickets available.
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