faq

Event Cancellation:

Although we anticipate a successful event, we will refund festival tickets and all purchased festival upgrades with the exception of processing fees and service charges if Helix Festival is cancelled. Resort suites are subject to the terms and conditions of the resort which facilitates booking change to a later date.

In the event, that Helix Festival is rescheduled to a later date, ticket holders will be offered reservation confirmations for the new dates.

Customer Cancellation:

As a consequence of the latest situation, we have modified our customer cancellation terms in order to provide as much flexibility as possible.

We will refund festival tickets and all purchased festival upgrades with the exception of processing fees and service charges under the following circumstances. Resort suites are subject to the terms and conditions of the resort which facilitates booking change to a later date.

• If ticket holder reaches the Jamaican border and is denied entry into the country due to COVID-19 restrictions
• If the Jamaican border is closed to your country or state during Helix Festival dates

In order to be eligible for a refund all border entry requirements and Helix Festival booking requirements must have been fulfilled prior to customer booking. Independent verification will be required before refunds are processed. 

If you feel you are due a refund please contact support@helixfestival.com or call our customer service at 844.HELIX.44. We respond to all requests within 48 hours.

As a consequence of the latest situation, we have modified our cancellation terms relative to COVID-19 in order to provide as much flexibility as possible.

Generally, all bookings are final sales. However, the following circumstances may trigger a cancelation and automatic refund or rescheduling:

• If the Jamaican border is closed to international travelers during Helix Festival dates.

• If the Customer reaches the Jamaican border and is denied entry into the country due to COVID-19. 

*These circumstances will require independent verification before refunds are processed. In the event, the Helix Festival is moved to a later date because of COVID-19, Customers will be offered reservation confirmations for the new dates.

Book your desired ticket package and upgrades  at helixfestival.com. Pay in full with Credit Card, or Partial.ly. Add the additional guests to the reservation from within the primary user account account. 

We offer single package for one guest per room. Double packages for two guests per room and triplet packages for three guests per room. Due to safety restrictions we can only have 3 beds maximum per room. No guests will be allowed transfer from the airport to the resort without being added to a primary reservation or having purchased their own reservation.

Your Helix festival barcode is your all access pass at Helix Festival. You will access your barcode from within your Helix Festival account. Your barcode will be scanned to enter the resort and to redeem festival upgrades that you have purchased. 

Your Helix Festival barcode will be emailed to you and added to your account once payment has been completed. This is your festival pass! It is unique to your customer account and includes your image so that no one else can use it but you! It will allow you to enter the shuttle or private car at the airport for transport to the resort, check in once you arrive, redeem your festival upgrades and enter festival grounds. If you paid via payment plan your barcode will not appear in your account until all payments have been made. If you are an additional guest on a reservation your barcode will be emailed to you once the primary account holder adds your name and email address to the reservation. You will have the option to print out your barcode however Helix Festival representatives will be able to scan it directly from your phone or device. 

If you have purchased a Double or Triplet package you will be able to add your additional guests within the customer account that you created during checkout. Once added, additional guests will be sent a link to create their own customer account. Additional guests can be added to the reservation up until September 10th, 2020. Once added they cannot be changed. If you require more additional guests than allowed by your package you will have to purchase an additional package. Group rates are available for groups over 15 people. Contact support@helixfestival.com to arrange a group package.

Lux ticket holders will stay on the LUX side of the resort. Grand ticket  holders will stay on the Grand side of the resort. The Grand side of the resort is closer to festival grounds. Most sea view Grand suites can even view Helix Festival from their sea view terrace. The Lux side of the resort is  more quiet and includes butler/concierge services.

Although all festival reservations include unlimited tropical cocktails with liquor selection at the discretion of the bartender,  top shelf liquor is not offered at the resort bars at all. Furthermore resort bars are located closer to the suites but there are no bars on the festival grounds. Top shelf liquor is only offered through our upgrades. Our top shelf liquor upgrades ensure that you have the liquor of your choice how and where you want it. 

Although all festival reservations include unlimited 5 star dining during restaurant and buffet hours, food cannot be taken to go or stored for later. Purchase your desired festival snack box and Liquor box to ensure that you have food and beverage while enjoying the beach concerts and festival activities.

Purchase your desired Liquor Box and snack box and we will have them waiting for you at your private check in.

Additional upgrades can be purchased at booking.helixfestival.com. Login to purchase additional upgrades and they will be added to your account.

 Helix Festival tickets are sold exclusively at HELIXFESTIVAL.COM. All Helix Festival reservations include festival passes, 3 days/4 nights resort accommodations, and all inclusive resort dining.  Resort suite(s) purchased through any other outlet will not include Festival tickets. Festival tickets will not be available for purchase at resort. Only Helix Festival ticket holders will be allowed on Festival beach grounds.

All Helix Festival Tickets include 3 days, 4 nights resort accommodations. We do not offer passes to Helix Festival without resort accommodations.

Yes.  Your transfer ticket will be located in your user account.

Flight details must be provided so that we can arrange for ground transportation from the airport to the resort for you. All transfers from the airport to the resort will be handled exclusively by Helix Festival. You will not be allowed on the resort via privately arranged transportation. 

It is mandatory that all attendees provide flight info. You add this from within your account. We suggest you complete this form as soon as possible.

Helix Festival barcoded wristbands will be distributed at the Helix Festival checkin. Your resort wristband will be given to you during checkin at the front desk.

All Helix Festival tickets include shuttle transportation for all guests on the reservation from the airport to the resort. You will not be allowed on the resort via privately arranged  transportation however private car service is available for purchase as a Helix Festival upgrade. Once you arrive at MJB airport, Helix Festival representatives will be waiting for you with clearly marked signage and Helix Festival uniforms. Our transfer representatives will ask for your Helix Festival barcode and passport prior to boarding the shuttle. If you have purchased a private car service upgrade during checkout, a Helix Festival representative will be waiting for you with your name on a sign after you pass through customs.

Check in is 3pm on Thursday October 1, 2020. If you arrive earlier you may have to wait in the lobby however the resort will try to accommodate all early guests with early check in.

Exit shuttle, leave luggage with lobby attendant and keep luggage ticket,  Go to resort checkin then go to Helix Festival check in to get Festival wristband and pick up Liquor and/or Snack Boxes. If you do not have a lux ticket you will now need to  make dinner reservations at lobby be escorted to room. If you have a Lux ticket you can ask your butler to make the dinner reservations for you but be sure to do it as soon as you arrive to the resort as the restaurants book quickly!

Your will first checkin with the resort to receive your resort wristband. Lux ticket holders check in at the Lux lobby and Grand ticket holders will check in at the Grand lobby. The resort is large so please let the shuttle driver or car service drive know what kind of ticket you have so they can drop you off at the correct lobby.

Next You will check in at the Helix Festival checkin desk located in the same lobby to receive your festival wristband and redeem Liquor and Snack box vouchers using your account barcode.

You will be given your Liquor and/or Snack Box(s) by presenting your account barcode during your Helix Festival checkin. The Helix representative will see which upgrades you have purchased and are therefore able to redeem.

Festival upgrades can be purchased by logging into your helixfestival account anytime anywhere.

There will be a VIP check in area set up on the festival grounds. Please go to this cabana to be escorted to your private Cabana.

There will be a VIP check in area set up on the festival grounds. Please go to this cabana to be escorted to your Catamaran.

The catamaran seats 10 Helix Festival guests however a catarman upgrade is only for you and the people on your room reservation. Each room reservation is for 3 people max. If you would like additional guests to be on the catamaran with you please contact us at support@helixfestival.com  and we will add additional guests to your catamaran reservation. Additional charges for those guests will apply. All additional guest must have purchased Helix Festival tickets prior to adding them on the reservation.

No. Helix Festival is a 21+ event.

Helix Festival is a beach festival so most will choose to wear swim wear and/or body paint. A special and unique feature for Helix Festival are our themed events. Please visit www.helixfestival.com/experience/#themed-events for an explanation of dress attire for each event.

Yes. Please arrange for dinner reservations for the weekend during your private checkin.

After you book you will be sent a form asking for all details for your reservation.

We will try to accommodate all special requests however everything is based on availability.

All flight must be arranged for MJB airport

Check in is 3pm on Thursday October 1, 2020. If you arrive earlier you may have to wait however the resort will try to accommodate all early guests with early check in.

Yes. You can order a passport at your local government passport office. The time it takes to get a passport from your country or residence may vary from country to country. Expedited service is usually available if you already have confirmed travel arrangements. There are also services that may be able to assist you in getting an expedited passport. 

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