FAQS

FREQUENTLY ASKED QUESTIONS

“DOES YOUR MOTHER KNOW?” ~ ABBA (1979)

FREQUENTLY ASKED QUESTIONS

RESERVATIONS

WHAT’S INCLUDED IN MY RESERVATION?

ALL RESERVATIONS INCLUDE:

ALL-INCLUSIVE SUITE FOR 5 NIGHTS
GROUND TRANSPORTATION TO/FROM THE RESORT
ACCESS TO ALL CONCERTS, EVENTS & ACTIVITIES
CELEBRITY GUEST MEET & GREETS
POP-UP MEET & GREETS
ON-SITE FOOD & BEVERAGE (INCLUDING ALCOHOL)
STANDARD GRATUITIES (TIPS OPTIONAL)
UNLIMITED DOWNLOAD OF PROFESSIONAL PHOTOS
ACCESS TO PRIVATE FACEBOOK GROUPS
SOUVENIR WRISTBAND
SOUVENIR T-SHIRT
STANDARD CLASS RESORT AMENITIES (LISTED ON RESORT PAGE)

WHAT’S NOT INCLUDED IN MY RESERVATION?

AIRFARE
PERSONAL EXPENSES SUCH AS SOUVENIRS & MERCH
EXCURSIONS
TRAVEL INSURANCE (RECOMMENDED)
MOTORIZED WATER SPORTS, SCUBA OR TRAINING LESSONS
RESORT ADD-ON SERVICES SUCH AS SPA SERVICES
GOVERNMENT IMPOSED ENVIRONMENTAL TAX (appr. $2.00 pp per night)

ARE GRATUITIES INCLUDED?

Yes, gratuities are included in the cost of your vacation. However, there is a slight difference between a gratuity and a tip.

A gratuity is a sum of money paid in return for a service, while a tip is an optional amount of money given as a token of appreciation for someone’s work. The gratuity is calculated per guest per day and is typically around $10 per person. This amount is then distributed to various staff members, including bartenders, room service stewards, baggage handlers, restaurant staff, and other lower-paid employees, according to the resort’s predetermined formula.

Although you are not required to offer additional tips, you are welcome and encouraged to do so for personal service.

WHAT IS THE DIFFERENCE BETWEEN STANDARD & RESERVE?

STANDARD RESERVATIONS INCLUDE:

Paradisus Cancun offers an all-inclusive service, so all you have to think about is having a great time. It’s all yours to enjoy with all-inclusive service, including luxury accommodations, 10 restaurants, and a state-of-the-art Fitness Centre. (SAL Steakhouse, YHI Spa, and excursions not included). Stroll in the peaceful Eco Spa or savour delicious fare, especially at the Malva Food Bazaar, complete with bakery, juice bar, and world-class cuisine stations. An upgrade to The Reserve takes your experience to an extraordinary level with access to private hotel areas, butler services, and so much more

24-Hour Room Service
Free Golf (green fees)
Free Wi-Fi
Unlimited Domestic and Imported Beverages
All Meals and Drinks
Buffet-Style & A La Carte Restaurants AND BARS
In-Room Mini-Bar That is Restocked Daily
Daytime and Nighttime Live Entertainment
Use of the Gym at the YHI Spa
Use of Tennis Courts (Based on Availability advance reservation is required)
Daily Activities
Non-Motorized Water Sports and Diving Demonstration at Aquaworld Marina
All Gratuities Included

RESERVE RESERVATIONS INCLUDE STANDARD AMENTITIES +

FIRST ENTRY INTO CONCERT HALL
VIP CONCERT VIEWING AREA
VIP CONCERT LOUNGE WITH PRIVATE BAR
Personal Concierge service (Butler)
Preferred room locations & requests
Preferential reservations in à la carte restaurants
Access to Xclusive Areas
- The Reserve Lounge
- Private beach area
- Private pool
- Library serving coffee and premium-brand drinks throughout the day
- Sante Restuarant & Sante Bar
Access to Xclusive Offerings
- Breakfast service 7am – 11am
- Afternoon tea 11am – 7pm
- International bar & aperitif service 7am – 10pm
- 1 dinner at Sal steak Cave
Xclusive beach area with concierge service
Distinctive wrist bracelet
Personalized Xclusive check-in and check-out
Early check-in and late check-out (subject to availability)
Upgraded robes and slippers in suite

CAN I CALL TO MAKE MY RESERVATION?

Yes, absolutely! You can reach us at 855-452-7900 (us & Canada) or 1-734-822-0019 (international).

Our office hours are Monday-Friday, 10am -6pm EST. If it is outside of business hours, please leave a message, and we will call you back the next business day.

DO YOU OFFER A PAYMENT PLAN?

Yes!

Need a little more time to pay for your ultimate vacation? We understand and can help! Choose Payment Plan as your payment method and secure your reservation before we sell out!

Our payment plan allows you to pay over several installments. Just make the $1000 down payment now, and the remainder is split over several months.

After making the initial down payment, you will be sent a credit card authorization form to complete within 4 business days. This will initiate automatic charging of subsequent payments to the provided card.

All payment plans add a $400 financing fee to the room cost.

Payment plan schedule:

Payments are due on the 18th of every month*, starting with the contract month.

*all balances must be paid by september 5th.

WHAT HAPPENS AFTER I MAKE MY RESERVATION?

After completing your reservation, you should receive an email confirmation. Please check your junk or spam folders.

Once we process your order, we will send you a welcome email with further details, including your password for the Sander Xclusive—our information portal for registered Sanders.

I CAN’T FIND MY CONFIRMATION?

Check your spam/junk folders. We send confirmations from [email protected].

If you are still unable to locate it, give us a call. Many times, we discover a typo or that an old email was used when booking. Those are simple fixes – we can correct and resend.

CAN I ADD A GUEST TO MY ROOM AFTER BOOKING?

Yes!

It’s no problem to add a guest to your room. Just give us a call – once we confirm availability, you can submit the price difference & add your guest’s name to the reservation.

**NOTE:** You can always increase the headcount for a reservation; however, you cannot decrease it. For example, if you book a room for 2 people, you may add up to 2 more guests. However, if you book for 4 people, you cannot reduce the count to fewer than 4 (1, 2, or 3 people).

If you have friends who are unsure about their availability and you don’t want to miss out while waiting for them, it’s best to book the room for the lowest guaranteed number of guests. You can add your friends later, subject to availability.

CAN I EXTEND MY STAY?

Yes! You can add up to 3 Xtra Nights before and after the event.

Xtra Nights can be purchased from the Pricing, Booking, or product pages.

Purchasing Xtra Nights through The Sands guarantees transfers to and from the resort, and if booked early enough, we will work to confirm the same room for your entire stay.

If you purchase Xtra Nights outside of The Sands (through the resort or a third party), you will be responsible for your own transfer and may be required to move rooms on those nights.

Xtra Nights are refundable up to 45 days before the event. We strongly suggest purchasing extra nights as soon as possible to increase your chances of staying in the same room.

ARE THERE ANY ADDITIONAL FEES?

A government-imposed environmental tax of approx. $2.00 per person per day is added to all room reservations. This tax is due to the resort upon checkout.

We do not have any hidden fees. However, there are fees associated with administrative tasks we do not plan for. The following avoidable actions will result in additional fees:

$35 – declined payments (not processed within 48 hours)
$35 – late payment (after 48 hours)
$45 – late roommate name(s) submission (after october 1, 2024)
$50 – reservation change or modification (outside 60 days of event)
$125 – reservation change or modification (within 60 days of event)
$250 – reservation transfers
3.5% cc fee – xtra nights refund.
3.5% cc fee – reservation transfer refund (if processed by The Sands). To avoid this fee, payment can be made directly to the original guest on the reservation, and only the $250 transfer fee will apply.

DO YOU OFFER REFUNDS?

There are no refunds for any down payments, payments, or paid-in-full reservations.

We strongly recommend travel insurance through a reputable company such as TRAVELGUARD.COM.

CAN I SELL MY RESERVATION IF I CAN’T MAKE IT?

Yes. Once booked, you own the reservation – you may sell it if you can’t go.

There are 2 ways to do this:

Sell directly to a friend or interested person(s). You will handle the transaction yourself. Once the transaction is complete, please call us to update and transfer the reservation. It is ideal for both parties to be present during this process. You will need to provide personal information such as email addresses, phone numbers, and guest names. All reservations and identification must match the name in our system for admittance to the event. Please note: you may not sell any reservations on our social media platforms.
Offer your reservation to our waitlist. We handle the transaction. This option is available only if the event is sold out. If someone on our waitlist is looking for your room category, we can easily transfer their reservation to yours and process your refund.

Please note: refunds incur a 3.5% fee charged to the cardholder. To avoid this fee, payment can be made directly to the original guest on the reservation, in which case only the administration fee will apply.

There is a $250 administration fee for all room transfers.

ROOMS

WHAT’S THE DIFFERENCE BETWEEN STANDARD AND RESERVE ROOMS?

As far as the rooms themselves, they do not differ much, if at all. The difference is in the amenities.

Reserve is an upgrade that adds a layer of value to your experience:

RESERVE UPGRADE INCLUDES ALL STANDARD AMENTITIES PLUS+

FIRST ENTRY INTO CONCERT HALL
VIP CONCERT VIEWING AREA
VIP CONCERT LOUNGE WITH PRIVATE BAR
Personal Concierge service (Butler)
Preferred room locations & requests
Preferential reservations in à la carte restaurants
Access to Xclusive Areas
- The Reserve Lounge
- Private beach area
- Private pool
- Library serving coffee and premium-brand drinks throughout the day
- Sante Restuarant & Sante Bar
Access to Xclusive Offerings
- Breakfast service 7am – 11am
- Afternoon tea 11am – 7pm
- International bar & aperitif service 7am – 10pm
- 1 dinner at Sal Steak Cave
Xclusive beach area with concierge service
Distinctive wrist bracelet
Personalized Xclusive check-in and check-out
Early check-in and late check-out (subject to availability)
Upgraded robes and slippers in suite

WHAT’S THE DIFFERENCE IN ROOM CATEGORIES?

STANDARD ROOMS

These rooms are located in Pyramids 2, 3 & 4. They include all standard resort/event amenities. They are situated in the FAMILY SECTION during the resort’s regular schedule. If you add Xtra Nights to your stay, there may be families w/children in nearby rooms on those days.

RESERVE ROOMS

These rooms are located in Pyramid 5. They include all Reserve resort/event amenities. They are situated in the ADULT SECTION during the resort’s regular schedule. If you add Xtra Nights to your stay, there will NOT be families w/children in nearby rooms.

RESERVE NIKTE ROOMS

These rooms are located in Pyramids 3 & 4. They include all Reserve resort/event amenities. They are situated in the ADULT SECTION during the resort’s regular schedule. If you add Xtra Nights to your stay, there may be families w/children in nearby rooms on those days.

RESERVE MELIA ROOMS

These rooms are located in Pyramid 1. They include all Reserve resort/event amenities. They are situated in the ADULT SECTION during the resort’s regular schedule. If you add Xtra Nights to your stay, there may be families w/children in nearby rooms on those days.

WHY DO I SEE FAMILY, CHILDREN & ADULTS MENTIONED IN SOME DESCRIPTIONS?

The resort is family-friendly outside of our event dates, with designated areas for “Adults Only” and “Family Friendly.”

However, from check-in on October 20 to check-out on October 25, these designations do not apply, as we are an adult-only event with exclusive access to the entire resort.

Please keep these areas in mind when booking any Xtra Nights outside of our event dates.

WHAT IF THE ROOM I WANT IS "SOLD OUT"?

If the room you want is sold out, reserve your second choice room to secure your reservation; after checkout, complete the waitlist form for the room category you prefer – we will add you to the waitlist.

You can find a room’s waitlist by clicking the waitlist button on the Pricing, Booking, or product page.

If you wish to be added to the waitlist without securing your reservation, please contact us at 855-452-7900. Please note that we can not guarantee any room without a reservation.

Guests with current reservations (including down payments) take priority on the waitlist.

CAN I ROOM ALONE?

Yes! We have several options for single and solo travelers! All standard and many reserved room categories offer a single occupancy option.

Please note that these rooms sell quickly! If a room’s single option is waitlisted, we encourage you to join the list to be contacted if one becomes available.

Alternatively, you can ask a friend to book with you, or you can book a two-person room and fill the spot later.

You may also request to join our single/solo traveler Facebook group to see if anyone there is looking for a roommate. Our office vets these requests to ensure safe practices.

WHAT DAY/TIME IS CHECK-IN/CHECK-OUT?

Check-In is October 20, 2026. Rooms are available at 3:00pm.

Check-Out is October 25, 2026. Rooms must be vacated by 12:00pm.

IS THERE A COFFEE MAKER IN MY ROOM?

Yes. All suites include a coffee maker. If one is not present when you check in, you may request one at no charge.

TRAVEL

DO I NEED A PASSPORT?

Yes. A valid passport is required for entry into Mexico. Your passport must match your government-issued I.D..

It is your responsibility to be familiar with international travel laws.

DO I NEED A COVID-19 TEST TO ENTER MEXICO?

Mexico does not currently require a negative COVID-19 PCR or rapid antigen test for entry.

WHAT AIRPORT SHOULD I FLY INTO?

Cancun International Airport (CUN)

HOW WILL I GET FROM THE AIRPORT TO THE RESORT?

Transportation to/from the airport/resort is included in your reservation.

As we near the event, we will send a link for you to reserve your seat(s). You will enter your name, flight numbers, and arrival and departure dates. You will receive a confirmation email from the transportation company.

We use coaches, shuttle buses, vans, and SUVs to transfer guests, depending on the number of guests arriving at that given time.

Transfers through The Sands are to/from the (CUN) airport & our event resort only.

We also offer private transfer options for those who would like more personalized service.

If you book a private transfer outside The Sands (via the resort or a third party), it will not be handled by The Sands in any way.

The Sands does not offer any compensation for unused inclusions.

DO YOU OFFER TRAVEL INSURANCE?

No. But we strongly recommend travel insurance through a reputable company such as TRAVELGUARD.COM.

Travel insurance plans can cover trip cancellation, travel health insurance, and more. There are no refunds for any payments or paid-in-full reservations.

EVENT

WHAT IS THE AGE REQUIREMENT TO ATTEND?

The Sands Rocks is an 18+ event.

DO YOU OFFER DAY PASSES OR TICKETS TO INDIVIDUAL CONCERTS?

No. This is an xclusive xperience – no day passes, single concert tickets or limited stays are offered.

WILL I MEET ANY CELEBRITIES?

Scheduled Celebrity Guest Meet & Greets are available for two days during the event & are included with your reservation.

We also announce Pop Up Meet & Greets with various performers throughout the week. These are also included in your reservation.

We encourage our entertainment (headliners, actors, celebrities, etc.) to commit to a 3-day minimum stay – sometimes they do, and sometimes they don’t. But our event is intimate enough to offer many opportunities to meet much of the talent on the grounds through everyday happenings. Our Sanders have countless pictures of themselves mingling with talent throughout their stay. So keep your phones close by & charged!

IS THERE A DRESS CODE?

No. There is no dress code during our event. However, this is an ’80s/Gen-X immersive xperience, and we encourage our guests to wear what they wore in that era!

Note: If you purchase Xtra Nights outside of the event, the resort dress code will be enforced during their regular schedule.

DO I HAVE TO WEAR A COSTUME ON THEME DAYS & NIGHTS?

No, but many do! And it’s so much fun!

Our day themes are very casual & broad – and geared toward pool wear.

Our evening themes are more robust & specific – this is where you will see the showmanship of those who love to dress up!

We encourage everyone to participate and support whatever level of dress-up (or down) you are comfortable with.

WHERE CAN I SEE THE SCHEDULE OF EVENTS?

We share the full schedule in the Sander Xclusive – access is granted after booking.

ARE THERE ANY QUIET AREAS TO UNWIND?

Yes!

Our daytime pool party/concerts take place at the main pool. During those times, the majority of our guests will be partying here. You can find refuge outside of this zone.

Our evening concerts & late-night antics take place in the concert hall and tomtom club. These areas are high-traffic & high-energy areas. There are plenty of spaces to break away from the crowd should you need a break.

Your room is also a great place to relax & unwind. Every room is spacious with a terrace or balcony.

IS SMOKING ALLOWED?

Smoking is allowed only in designated outdoor areas.

BOOK NOW!

THE BEST WEEK OF YOUR LIFE!

IF YOU DO NOT FIND YOUR ANSWER HERE, PLEASE DO NOT HESITATE TO CONTACT US:

US & CANADA: 855-452-7900
MONDAY – FRIDAY
10 AM – 6 PM (EST)
International: 1-734-822-0019
MONDAY – FRIDAY
10 AM – 6 PM (EST)
EMail: [email protected]
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