Question 1

Do you offer travel insurance?

Accepted Answer

At this time, we do not, however, you are welcome to secure travel insurance through your own insurance or a third-party insurance company. While we will assist you as best as we can in filing a claim with your travel insurance provider, please note we are not responsible for nor take any liability for any claims made on an insurance policy.

Question 2

How do I update my credit card?

Accepted Answer

You can login to your Account Dashboard at any time to check the status and details of your booking. To make a payment, log into your Account Dashboard, go to Payment on the top right and click the blue make a payment button. Monthly payment plans are charged automatically. If you want to update the card on file, please do so 48 hours prior to that month's payment date. To update your credit card On the left side, click Account Settings Then select Payment Options Then click the blue button +Add a new card Enter your new or update card information and if it is linked to a payment plan, it will automatically be added to that payment plan

Question 3

Once purchased, can I receive a refund?

Accepted Answer

Once a travel package is confirmed, there are no refunds. If someone you invited doesn’t pay for their travel package, the person who booked the entire group will be responsible for the full payment of your order. Please review our Booking Conditions

Question 4

Can I upgrade my hotel?

Accepted Answer

Travel packages are curated and priced based on the hotel selected. Once a package is booked, you cannot make changes to your accommodations. If you need assistance, please contact the Travel Experience team CONTACT US.

Question 5

How do I see my travel experience details once I have booked?

Accepted Answer

You can login to your Account Dashboard at any time to check the status and details of your booking. Select the travel experiences, then click Event Info for event details and information, click on Your Party to review rooming allocation (click the up arrow), names and ability to transfer or resend invitation email, and click Payment to review status of everyone in your group’s payment.

Question 6

Can I change the names on my package once booked?

Accepted Answer

Once your purchase a travel package, changes cannot be made. If you have a special situation, please contact the Travel Experience team CONTACT US.

Question 7

Will there be ADA access at events?

Accepted Answer

Absolutely! All hotels and major venues are compliant with current ADA guidelines.

Question 8

Can I resell my ticket & hotel package?

Accepted Answer

Sorry, hotel packages are non-transferable, and reselling of tickets are prohibited.

Question 9

How do I receive my package inclusions?

Accepted Answer

Each person on your booking will receive the inclusions that comes with the package that you purchased. In most cases, the inclusions will be available for pick-up by the group leader only. TICKETS ARE NOT INCLUDED IN THE HOTEL ONLY PACKAGES.

Question 10

How will I receive to my purchased package add-ons?

Accepted Answer

Add-on details will be sent out approximately 15 days from the event date.

Question 11

How long do invited guests have to pay?

Accepted Answer

Invited guests will receive an email inviting them to pay for their portion of the package. All members in the group must pay their initial payment within 24 hours in order for the booking to be confirmed.

Question 12

Is transportation provided from the airport or event?

Accepted Answer

Travel packages do not include transportation to and from airport, to hotel, or to any of the events, unless specified in the package you purchased.

Question 13

How do I secure my festival ticket?

Accepted Answer

Tickets are guaranteed and included in Ticket & Hotel Packages (excluding Hotel Only Packages)!

Question 14

Does everyone in a group need to buy a travel package?

Accepted Answer

If you are traveling with a group and rooming together, you will need to purchase a package for each person staying in your room. You will be able to designate roommates within each room (if purchasing more than 1 room) at point of purchase. You will be able to designate roommates based on room occupancy.

Question 15

Are ticket & hotel packages an exclusive to the event?

Accepted Answer

The event has partnered with Fuse Technologies to provide a special curated travel experience. Individual tickets can be purchased separately on the Official Event Websites.

Question 16

What is included in ticket & hotel packages? (flights and transportation not included)

Accepted Answer

Ticket & Hotel Packages include 100% valid and guaranteed festival ticket(s), discounted rates on hotel accommodations.