US & CANADA PHONE: 855-452-7900
M-F / 10AM – 6PM (EST)
The following TERMS & CONDITIONS OF PURCHASE apply to all event purchases on our sites and mobile applications (collectively, the “Site”). By completing a purchase, the Guest expressly agrees to be bound by and accepts these terms as stated below and as may be amended. Such modifications and amendments are to have the same force and effect as those set forth below. Failure to accept The Sands Terms and Conditions of Purchase entitles The Sands to cancel the Guest’s reservation without a refund. If you have any questions, please contact us at 855-452-7900 or email email@example.com.
You agree that you are responsible for all arrangements and purchases made via your activity on the Site and to be financially responsible for all of the foregoing. You understand that by making a reservation, you agree to be bound by our terms and conditions as well as any terms or conditions imposed by the actual provider of the travel, accommodations, event, or activity whether or not we have disclosed those additional terms and conditions to you. Those additional terms and conditions may include, without limitation, more restrictive age requirements and restricted accessibility. You acknowledge that some event elements may not be available or accessible to some people seeking to make arrangements. You understand and agree that we are not a joint venturer or partner with the event’s transportation, service, or accommodations providers.
You warrant that you are at least 18 years of age and possess the legal authority to enter into this agreement and to make travel bookings via the Site in accordance with all terms and conditions therein.
Notwithstanding the foregoing, certain events & activities may have higher minimum age requirements to participate. Please ask any questions regarding minimum age requirements prior to purchasing, as no refunds or exchanges will be available for erroneous purchases.
If more than one Guest shares the reservation, the Primary Guest shall have full financial responsibility for the reservation unless otherwise documented by The Sands.
By default, the Guest making the reservation is considered the “Primary Guest” and is the “owner” of the reservation. The Primary Guest is responsible for selecting the room at the time of the reservation and ensuring all payments are made promptly. The Primary Guest must initiate any change or modification to the reservation. If you are purchasing on behalf of someone else, these Terms & Conditions of Purchase shall also apply to that person, and it is your duty to inform such person of them. You shall use the Site solely to make legitimate reservations and purchases for you or for another person for whom you are legally authorized to act.
The Primary Guest may grant additional Guest(s) on the reservation permission for payments, changes and modifications by contacting The Sands and submitting the appropriate documentation.
You understand and agree that the accommodations in the reservation have been provided to us by a third party (collectively, the “Resort”). We make no representation or warranty as to the Resort rooms, bedding, amenities, accessibility, or location or as to any restrictions placed on the use or occupancy of the Resort or the rooms by either the Resort or applicable law.
While reservations may include access to a particular category of accommodation or service, we do not guarantee their specific locations or attributes. The venue provides the category descriptions, and they may not be entirely accurate. Any descriptions provided on the Site are believed to be accurate, but we cannot guarantee them and will not issue any refunds for inaccuracies or changes. Any maps provided are representative of the Resort layout and are subject to change at any time. We will not issue refunds if the map is updated or sections are added/removed after your purchase.
All reservations are subject to substitution of comparable value at the sole discretion of us or the Resort, and no such substitution shall entitle you to a refund, make-good, or other remedy.
Resort star ratings for resorts outside the United States are made by the country and may be different than other published ratings and may be of greater or lesser quality than the same rating in the United States. You agree to abide by all the resort policies and laws, and you agree to contact the Resort if you have any questions concerning the policies and laws prior to travel. Certain activities or locations within the Resort may have minimum age requirements. The Resort may require you to present a valid driver’s license or passport and a credit card or cash deposit upon check-in to cover additional expenses incurred during your stay. Such a deposit is unrelated to any payment received by us for your reservation.
You (and other members of your party) may be required to sign additional documents in connection with the Resort. You agree to execute and deliver all such documents reasonably necessary for your purchase to be fulfilled. In case of your refusal or failure to do so within the time period required by us, then you hereby nominate, constitute and appoint us to be your true and lawful attorney-in-fact irrevocably to (at our election) execute and deliver all of such documents and instruments in your name and on your behalf. If you fail or refuse to execute such documents and we elect not to execute such documents on your behalf, then we reserve the right, without refund of any portion of the price paid or other compensation to you, to cancel your purchase or to refuse admission to or to eject any person from any applicable facility or event.
Room occupancy is limited to the number of guests listed in your reservation, as applicable (e.g., no more than two (2) guests may utilize a two-person room reservation).
Except to the extent permitted by applicable federal, state, or local law, statute, regulation or ordinance, all the elements of your purchase may not be resold or offered for resale without our prior written consent, which may be withheld, conditioned, or delayed. Any resale in violation of these Terms & Conditions of Purchase or applicable law will invalidate your purchase and revoke any license granted thereunder. Unlawful resale (or attempted unlawful resale) of reservations, including without limitation counterfeit or copy of event tickets, wristbands or credentials, is grounds for seizure and cancelation without compensation. Reservations may not be used for advertising, promotions, contests, or sweepstakes unless we give formal written authorization.
In order to redeem your reservation and event credentials, you must: (a) register yourself and your guests with the event coordinators during the period allotted to you for such registration; and (b) present proper identification for yourself and your guests upon arrival to the event. Should you fail to do either of the foregoing, we may, at our sole discretion and without refund of any portion of the price paid or other compensation, refuse your and your Guest’s admission to the event, which may include, without limitation, refusal to provide event credentials to you and your guests.
You and your guests must be physically present to receive event credentials. No other person may retrieve any event credentials on your behalf, and you may not receive event credentials on behalf of your guests. You agree to provide any and all relevant travel-related information required by us in a timely manner, including, without limitation, airport information and other travel-related information, air travel delays for any flight(s), rescheduling of any flight(s), and/or any other travel-related delay. In the event that you fail to provide any such travel information to our satisfaction by the applicable deadline(s) provided by us or within a timely manner, as determined by us in our sole discretion, you may experience delays in your specific travel accommodations and transportation secured or otherwise arranged by us, including, without limitation, check-in times and shuttle transportation pick-up and drop-off. The names of all of your guests for each reservation must be submitted to the event coordinators at least 60 days prior to the event. After such date, you will be charged a $45 fee to add or change a guest name to your reservation for check-in.
You will not be entitled to a refund if you are unable to participate in your reservation due to any failure to procure appropriate transportation.
We do not offer airline tickets as part of your reservation. All airline reservations are subject to the air carriers’ policies and governmental regulations. You are responsible for making yourself aware of all such regulations and requirements and obtaining and carrying a valid passport, visa, and all other documents required by applicable government regulations when traveling. We do not control, operate, or assume responsibility for the actions of airlines, ground transporters, or tour operators.
Your reservation does include ground transportation to/from the airport and the resort. TRANSFERS THROUGH THE SANDS ARE TO/FROM THE (CUN) AIRPORT & PLANET HOLLYWOOD RESORT ONLY. If you book a private transfer outside of The Sands (via the resort or third party), it will not be handled in any way by The Sands. The Sands does not offer compensation for any unused portions of your reservation. Your reservation does include ground transportation to/from the airport and the Resort.
We are not responsible for the late arrival of your air or ground transporters, any illness, injury, damage, loss of time at the event, or any other irregularities resulting from those delays.
We are not liable for the failure, defaults, bankruptcy, negligence, or misconduct of any travel suppliers providing services on your vacation.
You are responsible for having all the necessary documentation for travel.
Reservations include a revocable license to an event, and admission to such an event may be refused. You and other members of your party may be required to follow certain rules, policies, protocols, terms, and conditions of the event (“Event Rules”) policies or protocols put in place by the local, state, or federal governments, the venue owner and/or operator, the event organizer, or us in order to attend the event. You agree to comply with all Event Rules. We will not issue any refunds if you are denied access to or are ejected from an event for failure to follow the Event Rules.
U.S. Citizens: All U.S. Citizens must present a valid passport to enter Mexico. Though not required, such guests are urged to travel with a valid passport with at least six (6) months of validity remaining after the final day of the travel.
Non-U.S. Citizens: All Non-U.S. Citizens must present a valid passport to enter Mexico. Depending upon the citizenship of each Guest and the passport governing their travel, Guests may need to apply for and secure a visa to enter.
The above requirements are required by government regulations and policies and are subject to change without notice.
The Guest is responsible for identifying and obtaining all required travel documents and having them available wherever necessary for their entire vacation. These appropriate valid travel documents, such as passports, visas, inoculation certificates, and legal documents, are required for boarding and re-entry into the United States and other countries.
If a Guest does not possess the proper documentation, then the Guest may be prevented from boarding a flight, entering a country, the Resort, or accompanying activities and events, and may be subject to fines. Neither failure to provide adequate and required documentation nor being denied entry for any reason whatsoever are Refund Events.
We recommend that you purchase travel insurance for your reservation. Travel insurance is not included in the cost of your purchase. Without appropriate travel insurance, you understand and agree that if you cancel or interrupt your travel for any reason, your purchase is not refundable (unless otherwise agreed to in writing) and that our and any third-party travel suppliers’ cancellation penalties will apply, resulting in the loss of money up to the full cost of your purchase and related costs. The purchase of travel insurance is not required in order to make any purchase of products offered by The Sands.
Travel Insurance/Trip Protection may be purchased directly through various outlets and companies. One that we suggest is TRAVEL GUARD.
We do not represent or warrant that travel to any particular destination is advisable or without risk and shall not be liable for costs, damages, or losses that may result from travel to such destinations.
All prices on the website and any fees associated with The Sands are quoted in United States Dollars ($USD), and all payments to The Sands will be charged in $USD. International Guests may incur additional fees assessed by their bank or credit card processor.
Though prices constantly fluctuate on the open market based on demand, our prices are deemed final once your order is confirmed. After such confirmation, if the price of any reservation included in your purchase increases prior to the event, you will not be charged for the difference. If the price of any reservation included in your purchase decreases prior to the event you will not be given any refunds or upgrades.
If your order has not been confirmed in writing, your order may be subject to cancellation. Your order is confirmed when we send you a confirmation in the form of a confirmation page or email. If you do not receive an order confirmation after submitting payment information, or if you experience an error message or service interruption after submitting payment information, it is your responsibility to confirm whether or not your order has been placed. Only you may be aware of any problems that may occur during the purchase process. We will not be responsible for losses (monetary or otherwise) if you assume that an order was not placed because you failed to receive confirmation.
If you have made a purchase as part of a payment plan or schedule, you agree that the credit card you have on file with us will be charged for the amounts and on the dates set forth in the payment schedule outlined during your purchase process. You agree that if such credit card expires, is invalid, is deleted, or is otherwise not capable of effecting payment on the dates set forth in your payment schedule, we will give you notice to the email you provided and a period of 48 hours to effect payment. If we do not receive payment within such period, a $35 admin fee will be added to your balance. If you do not effect payment within 10 days, the purchase will be deemed canceled, and all prior amounts will be forfeited and non-refundable.
Once your initial down payment is received, the price of your purchase will not change. If you participate in a payment plan, you understand and agree that the payment plan is subject to the terms of the Truth in Lending Act, and although you will not be charged any interest, you will be charged a fee as stated during the purchase process. You hereby further acknowledge that you have been provided with all necessary information relating to your purchase and participation in the payment plan and that we have your express authorization to process payment of the balance and the payment plan.
Guests wishing to change their payment method should contact The Sands at least two business days before the scheduled payment date by calling 855.452.9700.
The Sands reserves the right to charge additional fees for returned payments, late payments, missed payments, canceled cards, chargebacks, credit card changes, invalid credit cards, and cancellations as a result of a Guest’s failure to comply with these Terms and Conditions of Reservation.
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:
Except as set forth in this section, all payments made to date or paid in the future are non-refundable. Payments are refundable only when a Refund Event (collectively, “Refund Event”) occurs and when a guest elects to provide adequate and required documentation. The occurrence of one or more of the following are considered Refund Events:
The Sands may modify itineraries and schedules, change programs, modify amenities, limit access to venues, deny participation and/or check-in, and/or delay or change departures or arrivals without any further obligation to the Guest, and any such change or modification shall not be considered a Refund Event.
All event performers, including but not limited to headliners, DJs, celebrity guests, and hosts, are subject to change or cancelation at any time without notice, and any such change or modification shall not be considered a Refund Event.
The Sands reserves the right to cancel a Reservation at any time at its sole discretion and/or to deny participation or refuse service to any person that does not adhere to safety, security, and appropriate guest conduct guidelines, and doing so shall not be considered a Refund Event.
The Sands reserves the right to cancel the event for any reason. Such cancellation shall be a Refund Event.
Complimentary name changes and Guest additions will be accepted until September 1, 2023. Name changes made to a reservation after this date will be assessed a $45 administrative fee per change. At least one original and/or Primary Guest name must remain on the reservation. If all original Guest names are to be changed, this is considered a Transfer Of Reservation and must follow the appropriate protocol (see “TRANSFER OF RESERVATION”).
Guest may transfer their reservation for a one-time, non-refundable transfer fee of $250.
The transfer of a reservation does not entitle the transferee(s) to any past guest, military, or other discounts/offers from the original reservation. Please note: The Sands does not condone or promote the selling and/or transferring of reservations for personal financial gain.
Video or audio recording, filming, or photographs may occur at The Sands, and may be owned, licensed, assigned, or distributed nationwide and worldwide by The Sands, their affiliates, and assignees. By acknowledging the Terms and Conditions of Purchase of The Sands at the time of completing a reservation, Guest allows and expressly authorizes The Sands, its affiliates, and assignees the use of Guest’s likeness and/or appearance, and voice on any film, digital or video format now known or hereinafter developed in any manner whatsoever. Guest will not receive any compensation for such use and waive any right to bring any action in law or equity against The Sands, their affiliates, and assignees for such use.
The information provided herein is valid as of this date and is likely to change or be modified prior to the event. When completing their Reservation, the Guest agrees to periodically visit the Sander Xclusive portal via the event website to learn about any event updates, special programs, or other features and to carefully read and review any updates sent to the Guest by The Sands.
The Sands, its affiliates, parent companies, employees, shareholders, officers, and directors (collectively “The Sands”) does not own or operate any entity that provides goods or services for your trip, including, for example, lodging facilities, transportation companies, local ground operators, guides, sightseeing companies, entertainment, food or drink service providers, equipment suppliers, etc. As a result, Guest agrees The Sands is not responsible for any negligent or willful act or failure to act of any person or entity, nor is The Sands responsible for any negligent or willful act or failure to act of any person or entity it does not own or control, nor for any act or inaction of any other third party not under its control.
The Guest is responsible for arriving at the event with all the documentation required for registration & participation. The Sands is not responsible for any loss, damages, costs, or expenses that the Guest may incur for the Guest’s inability to attend the event as outlined herein.
Further, The Sands shall not be liable for any loss or damage as a result of causes of any kind beyond the reasonable control of The Sands (a “Force Majeure Event”), such as but not limited to, strikes, lock-outs, stoppages of work or other labor difficulties, insurrection, riots, war, changes in laws and regulations and other acts or demands of civil, political or military authorities, freight embargoes, shipping restrictions, air travel delays or cancellations, car or truck shortages, inclement weather, accidents, fire, explosion, flood or unavoidable casualties, pandemics, epidemics, quarantine restrictions, etc.
As stated above, the cancellation of The Sands is a Refund Event. As such, the Guest may elect to participate in the applicable Refund Program. The Sands obligation to the Guest is limited to the repayment of amounts heretofore paid to The Sands for the room price and any additional purchases made directly with The Sands. Guest shall not seek, nor shall The Sands be liable for, any losses or damages incurred by the Guest, whether indirect, incidental, special, or consequential, including but not limited to attorney fees.