Guide
Familiarize yourself with this important information before you go.
Guest Services
Festival guest services are available at the Paradisus and Fiesta Americana to provide festival information or answer hotel questions.
Fiesta Americana guest services are open 8 AM – 9 PM, Saturday & Sunday.
Paradisus guest services is open 24 hours per day starting Friday.
A guest services text line is also available to text at +1 561-247-3339 starting the week of the show!
We encourage you to reach out here with all questions and concerns.
Airport Shuttle
When you exit the Cancun Airport, look for AMSTAR employees holding Ember Shores signs. You can find them past the indoor taxi stands and located just outside the main exit doors.
LUGGAGE: Before storing your luggage under the shuttle, please grab your passport and any essential items. Your bags will be checked separately when you arrive at your resort, and you will need your passport for the resort check-in.
Extended Nights Early Check-In
If you purchased extended nights and will be checking in Tuesday, December 5th or Wednesday, December 6th, you will check in directly at the main lobby check-in desk at your resort. You must have your passport with you to check-in.
If you are checking in on Thursday, December 7th, you will check-in at the Convention Hall at the Paradisus or in the Ballroom at the Fiesta Americana.
The resorts will require a credit card from the first person checking into the room for incidental charges and will place a $200 hold.
You must have your passport with you to check-in.
Starting on Thursday, you will receive a welcome packet including your Ember Shores festival wristband and your all-inclusive food & beverage wristband at check-in.
If you are arriving on Tuesday or Wednesday, these welcome packets will not be ready. You will only receive your hotel all-inclusive food & beverage wristband from the resorts. Please come see the festival staff downstairs at the Convention Hall (Paradisus) or the Ballroom (Fiesta) on Thursday to receive your welcome packet, including your Ember Shores festival wristband.
If you are staying at Fiesta Americana, you must return to the ballroom Friday morning as well to receive your Paradisus drink band. There will be a separate drink band line in the ballroom for you to pick up your band.
All wristbands must be worn at all times and will not be replaced by the festival or the resort for free. Do not lose your wristbands!
Each guest must check-in individually. It is OK if room occupants arrive separately.
The standard check in time for the resort is 3pm. Resort rooms are available as they are cleaned by housekeeping. If you arrive early in the day and your room is not clean, please give your name, phone number and room number to the festival staff and we will text/whatsapp you when the room is clean. In the meantime, the resort will hold your bags while you enjoy the property.
Friday Check-In
If you are checking in Friday, December 8th, you will check-in at the Convention Hall at the Paradisus or in the Ballroom at the Fiesta Americana.
The resorts will require a credit card from the first person checking into the room for incidental charges & will place a $200 hold.
You must have your passport with you to check-in.
At check in, you will receive a welcome packet including your Ember Shores festival wristband and your all-inclusive food & beverage wristband. Both wristbands must be worn at all times and will not be replaced by the festival or the resort for free. Do not lose your wristbands!
Each guest must check-in individually. It is okay if room occupants arrive separately.
The standard check in time for the resort is 3pm. Resort rooms are available as they are cleaned by housekeeping. If you arrive early in the day and your room is not clean, please give your name, phone number and room number to the festival staff and we will text/whatsapp you when the room is clean. In the meantime, the resort will hold your bags while you enjoy the property.