FAQ

PAYMENT QUESTIONS

Is there a payment plan for these packages?

Yes! All Island of Light packages require 25% deposit down, followed by five monthly payments of 15% each. If you purchase after a payment date has passed, you will be asked to pay all previous installments at once. If you fail to make a payment, you forfeit the installment payments you have made and the package you have reserved. For more info on the payment plan visit our Layaway Plan page.

Can I pay with multiple cards?

Yes. If you choose the payment plan, one person can put down 25%. From there you can use a different card for any of the next 5 payments. The original purchaser will be notified when it its time to make the next payment. If you fail to make a payment, you forfeit the installment payments you have made and the package you have reserved.

Will any additional fees be added on top of the listed package prices?

There will be some additional ticketing fees on top of the prices you see listed on our Packages page. All Island of Light packages offer an all-inclusive experience within the concert venue all 4 nights. Please note, there are certain amenities that are not included in your package price and require extra charges. These may include resort amenity access (i.e. spa, excursions), high end sit down restaurants (i.e. fine dining) on site and in-room minibar.


PACKAGE QUESTIONS

Who do I call if I am having issues with online package purchases?

Ticket Sales (US): 877.987.6487
Ticket Sales (Canada): 888.732.1682

Questions about orders?
Email: customersupport@ticketfly.com
Phone Support (US): 877.4.FLY.TIX (877.435.9849)
Phone Support (Canada): 888.732.1680
Online Support: Help Desk
Twitter: @FlySupport

Customer Support Hours
Monday – Sunday: 7AM-6PM PST

Is airfare included in the trip cost?

No, airfare is not included. However, accommodations, food and drink, shuttles to and from San Juan Airport will be provided and are included.

What exactly is included in the package?

  • Transport from the San Juan Airport to the resort and back. (Only from Dec 7th- Dec 11th)
  • Unlimited beverages in the resort and on the island
  • Buffet-style food available all four days of your stay
  • Ticket(s) to the festival, amount is dependent upon the package you have purchased
  • Transport to and from the island

If I buy a package including multiple tickets, how many rooms are included?

Every available Island of Light package includes ONE room at the resort. If you purchase a package with multiple tickets, the package includes ONE room as described with number of beds/bedrooms, and number of tickets.

Where can I eat and drink the free food and beverages?

Beverages will be available at all locations. There are plenty of bars located around the resort as well as the island. There will be multiple buffet locations on site as well. Your wristband is all you need to indulge in all of the free food and drinks!

Is the free food and drinks provided on the island, in addition to the resort?

Yes. There will be drinks and food available on the island at at the resort.

If I want to eat at one of the restaurants at the resort do I need to make a reservation?

We do recommend reservations in advance to guarantee availability of your preferred seating times and dining options. Some of our dining options include Chops Steakhouse (steakhouse), La Piccola Fontana (Italian cuisine), Stingray (with the freshest seafood selections), and Blossoms (Teppanyaki and Chinese featuring a sushi bar). Reservations can be made online or by contacting the resort Concierge at 787.863.1000 for additional information and to make reservations. Please note meals at these special restaurants are an additional cost.

Is Room Service included?

No. Ordering Room Service (food and drink) to your room is not included in Island of Light Packages.

 

Are name changes allowed for a package purchase?

No. If you wish to purchase an Island of Light package as a gift for someone else, you MUST enter the recipient’s name into the “Shipping” fields on the shipping info page during the purchase process. No name changes can be made after purchase has been completed.

When do I need to have the additional guest names for our room?

Guest names are due by Friday, September 15th, 2017. You will receive an email for you to submit your guests' names and contact information. These names cannot be changed after they are submitted.

Can I purchase an Island of Light package outside of the event website?

No, all packages MUST be purchased through www.islandoflight.com. Do not purchase from an outside provider or ticket agent; packages purchased through outside providers will NOT be honored.

Will tickets to the show be available without purchasing a resort package?

Tickets for Island of Light concerts cannot be purchased separately. Admission to the events will only be available for those who purchase packages through www.islandoflight.com.

My friends attending the concerts with me may be arriving late. How can they check in at the resort and receive their tickets and merchandise?

It is absolutely no problem for guests in the same party to arrive separately. Island of Light staff will be available throughout the event to accommodate guests and their needs. All arrival plans will be coordinated in advance with our Guest Services team to ensure that guests are transported from the airport to their resort, and receive all event items during a smooth check-in upon arrival at the resort.

We will be in touch to request travel information prior to the event. We will initially contact the original purchaser with details on how to register each of the guests in their party, so all guests can provide travel details. All guests can arrive whenever is convenient for them.

Can I can request to have my room next to my friend’s room? What if I want an ocean view?

No. Rooms will be assigned on a first-come first-serve basis.

What if I change my mind and don’t want my package any longer?

All of Island of Light packages are non-refundable. Please refer to the Purchase Policy for complete details.


TRANSPORTATION QUESTIONS

How far is the resort from San Juan Airport?

El Conquistador, A Waldorf Astoria Resort is 31 miles from San Juan Airport, which is about a 45 minute drive.

Is transportation to and from the airport included?

Yes, all guests will be transported safely and comfortably upon arrival at San Juan Airport. Shuttles from the airport are included in each Island of Light package. Our Guest Services staff will coordinate travel arrangements with all purchasers to ensure that they are in good hands immediately upon arrival. Please note: shuttle access is only included to and from San Juan Airport; no other airports or locations in the area will be serviced.

How does the provided transportation work?

Your flight information is due November 7th, 2017. You AND your guests will be contacted individually and asked to fill out a form with their flight arrival and departure information. Provided transport will ONLY take place between the San Juan airport and the resort. We are not responsible for early arrivals or late departures. You will NOT be provided transportation if you arrive before the 7th or depart after the 11th. If you are arriving or leaving outside of these dates there are local taxi services and Uber available.

How often will shuttles run from San Juan Airport (SJU) to the resort? How often will they run from the resort to SJU after the event is over?

Island of Light Guest Services will communicate with all guests for their arrival and departure flight information before the event to ensure a smooth transportation experience.

How far is the resort from Palomino Island music venue?

Island of Light attendees will be treated to a once-in-a-lifetime experience. The main stage is located on the completely private Palomino Island, located a short ferry ride from the mainland. Music will be plentiful and programmed around the clock, with daytime poolside sets and a late night ballroom experience rounding out the performances. Additional experiential perks include world-class art installations, award-winning pools, high-end on-site restaurants, and the gorgeous Atlantic Ocean engulfed beach on the island.


RESORT QUESTIONS

When do we check in and check out of the resort?

Hotel registration begins at 4:00pm and check out time is 11:00am. Early arrivals will be accommodated based upon availability. Arriving earlier? No problem. The resort can hold on your luggage and you can enjoy the pool and all of the other great amenities.

What special activities are planned besides music?

Island of Light guests will receive discounted rates on local adventure excursions, resort amenity access and the high end sit down restaurants on site.

Do I need a passport to visit Island of Light?

Puerto Rico is an American territory, and you will NOT need as passport to travel there. You will also not need to purchase an international phone plan. You do, however, need an ID to travel.

Is parking provided at the resorts?

Yes, you can park at your resort if you are a registered guest at that resort.

Is there a dress code?

There are no specific dress guidelines for the resort or concert venue area, but some resort restaurants may have dress codes. For more information, please refer to the resort website.

Is there laundry service?

The resort does provide laundry services for a fee.

Can I pay with U.S. currency at the resort?

Yes.


OTHER QUESTIONS

What is the drug/alcohol policy?

Alcohol is provided in your package. Do not bring any outside alcohol into the resort or to Palomino Island for the show. Illegal drugs are prohibited at Island of Light.

Is there an age restriction for the event?

You must be at least eighteen (18) years old to purchase a package. Guests seventeen (17) years of age or younger may attend the event at full price ONLY if accompanied by their parents or legal guardian (with valid proof of such) at all times.

Are there ADA accommodations on the island?

Yes, the island and the ferries are handicap accessible.

What time is the show?

Patience, grasshopper. The schedule will be announced as the event nears.


I have more questions. Who do I ask?

For all package and reservation related inquiries, contact reservations@silverwrapper.com.

For all other inquiries, contact info@islandoflight.com