FAQs
TRAVEL PACKAGES
Q: I can no longer attend the rescheduled event. What should I do?
A: If you are unable to attend the rescheduled festival in October, please follow the link you received via email from Festival Ticketing for a full refund. Refunds will be offered until May 1, 2020.
Q: Do Stagecoach Hotel Packages have a minimum age?
A: While Stagecoach Festival is all-ages, our partnering hotels do have age restrictions. For most hotels, you must be 18+ in order to make and check-in while your guests can be under 18. Select hotels are 21+, please check your specific package details before purchasing.
Q: Are payment plans available?
A: Payment Plans are available for Stagecoach travel packages until July 1, 2020. If you would like to use the payment plan, please make sure to select that option while checking out. If you opt to take advantage of the payment plan, you will be automatically charged the same day of the month as your original purchase, and the number of payments owed for your package will depend on the date of your original purchase.
Q: I am no longer able to attend/the Hotel Package was purchased as a gift. How does the recipient receive the elements of the package if I will not be there?
A: In order to accommodate this, the original purchaser must contact our Guest Services team at 888-833-1031 or info@valleymusictravel.com to authorize an alternate pick-up person. This authorization will allow a friend or family member to pick-up the package on the purchaser’s behalf. All informational emails and correspondence will still go to the original purchaser and it is up to them to relay the information to the guest that is attending the festival. Please note, alternate pick-ups may be authorized for free through Monday, August 3, 2020. There will be a $100 fee for adding an alternate pick-up person after this date. Alternate pick-ups can be processed in advance through Valley Music Travel up to 2 weeks prior to the event date. After Friday, October 9th, no alternate pick-ups will be allowed.
Q: I will not have the credit card that was used to purchase my ticket/package. What do I need to do to be able to pick up my tickets?
A: Packages are available for pick-up during the designated travel package check-in hours. If the will call name for your package is under your name, we ask that you please bring your confirmation emails as well as your identification. If your order was purchased under another will call name, we ask that the original purchaser please contact our Guest Services team for assistance. We can be reached at info@valleymusictravel.com or by phone at 1-888-833-1031.
Q: What does “Will Call” mean?
A: Will Call is the list of guests who have purchased a Stagecoach Travel Package through VMT. The name on our will call list will match the name on the credit card used to purchase the package. There will be a table at the hotel where travel package guests pick up their festival tickets and shuttle passes, called the VMT will call or check-in table.
Q: How long will it take to pick up our credentials at the hotel and be able to go to the festival?
A: Even at peak times, the process should not take much longer than 15 mins to pick up your credentials. We will have ample staff to ensure a quick check-in process. In most cases, you will be able to walk up to the VMT check-in table, and receive credentials in less than 5 minutes
Q: Are room upgrades available?
A: Room upgrades are not available through Valley Music Travel. If you would like to upgrade your room type we suggest that you contact the hotel directly to confirm availability and upgrade pricing. Guests are responsible for confirming all details and paying the hotel directly for all associated upgrade charges. Please note: your name will not be in the hotel’s reservation system until much closer to the event, so you will need to wait until then to request an upgrade.
Q: Can I add additional nights to my Hotel Package?
A: For additional nights, please book an independent reservation for those nights in the same type of room (same bed type) with the hotel directly. Please contact us with the new reservation number, date of your additional night and your Valley Music Travel order number. Our hotel team will work to combine your stay. We can be reached at info@valleymusictravel.com or by phone at 1-888-833-1031. Please note: these requests are not guaranteed.
Q: Can more than two people stay in a hotel room?
A: Hotel occupancy is based on the package that we sell, for either two or four guests. We cannot allow additional persons above the package occupancy to occupy the rooms.
Q: Can our room be next to our friends? Can they be connected?
A: Please contact our Guest Services team after purchasing and we will do our best to put you next to, or as close as possible, your friends. Connecting rooms are rare, but we will do our best. Please have both your and your friend’s order numbers with you when you call. Please note: requests are not guaranteed.
Q: Can we check in early to the hotel? Will the hotel hold our bags if our room isn’t ready? I wanted to get to the festival ASAP!
A: Standard hotel check-in times apply across all of our hotels. Hotel check in time is often not guaranteed until 3pm or 4pm. We have communicated with each of our hotels and they have assured us that they will do everything in their power to get our rooms in as early as possible. It is unlikely that a hotel check-in would occur prior to 12pm. If you would like to head to the festival before your room is ready for check in, the hotel will gladly hold your luggage until you return from the festival that evening. Please note: requests are not guaranteed.
Q: How do the shuttles work?
A: All travel packages include shuttle passes to take you from your hotel to the festival and back each day. Shuttles to Stagecoach will run from 11am – 8 pm. Return shuttle service will end 60 minutes after the music ends.
Q: How long will it take to get to the festival from my hotel?
A: While we have taken many precautions in order to circumvent festival traffic, we cannot account for area traffic or weather delays. We have several routes to and from the grounds that avoid most festival traffic and will get you there and back as quickly as possible.
Q: My friend is arriving before me, could he get in the room before I arrive to receive the festival wristbands?
A: You will need to add your friend’s name to your room reservation so that they are able to check into the room when they arrive to the hotel. Your friend will be able to get a room key while you still have to see us at travel package check-in to collect all festival wristbands. Please note: your name will not be in the hotel’s reservation system until much closer to the event, so you will need to wait until then to request to add your friend’s name to the hotel reservation.
Q: Can I use my Valley Music Travel purchase for a contest/giveaway or to promote my website/product/event?
A: No. CID Entertainment’s and Valley Music Travel’s trademarks, intellectual property, tickets and other offerings may NOT be used for advertising, promotions, auctions, contests, sweepstakes or any commercial purpose, without express written consent from CID and its partners. Please see our purchase policy for more details.
Q: What if I change my mind and don’t want my package?
A: All packages are sold as non-refundable. Please refer to the purchase policy for complete details.
ANY LINE SHUTTLES
Q: How often will the shuttles run?
A: Shuttles to Stagecoach will run from 11AM – 8PM. Return service will end 60 minutes after music ends.
Q: Can we ride from a hotel shuttle stop even if we are not staying at the hotel?
A: Yes, you can. However, if you are not staying at the hotel you cannot drive your car to the property. Please be prepared to find alternative transportation to the shuttle stop, or utilize our Park & Ride stops.
Q: How far are the hotels/shuttle stops from the festival?
A: Stops range from about 5 to 25 miles away from the Polo Grounds, without traffic. While we have taken many precautions to circumvent festival traffic, we cannot account for area traffic or weather delays. However, we have several routes to and from the grounds that avoid most festival traffic and will get you there and back as quick as possible every time. Please refer to our website for the most up to date list of shuttle stops for each weekend.
Q: How will I know what shuttle to take at the end of the night?
A: All shuttles lines will be clearly marked with the properties that the specific line is going to. There will also be VMT staff to direct you to the correct loading area. Your shuttle line will be labeled clearly.
Q: How far is the shuttle stop from the festival entrance?
A: It is just about a 10-minute walk from the shuttle lot to the entrance!
Q: Are shuttles wheelchair accessible?
A: Yes, we do have wheelchair accessible shuttles. Please reach out to our Guest Services team at info@valleymusictravel.com or by phone at 1-888-833-1031 with your information and hotel as soon as possible, so we can best accommodate you.
Q: How long will the wait be right after the show is over to get back to our hotel?
A: We cannot accurately predict exactly how long it will be, but please be assured that we will work very hard to get the buses out as quickly as possible. Again, it is our goal to keep you satisfied throughout the weekend. We will have our full fleet of vehicles running directly after the show to get you back to your hotel in a timely manner.
Q: Can we buy a shuttle pass at the hotel when we check in or at the festival?
A: Our shuttle passes will most likely be sold out by the time the festival rolls around, so we encourage you to purchase your passes early. Any on-site sales will be cash only.
Q: Is the shuttle pass transferable? If I lose it, can I get it reissued?
A: Shuttle passes are not transferable and cannot be reissued if lost. Once you have it in hand, it should be treated as cash and you must pay to replace it.
Q: Can I use my Valley Music Travel purchase for a contest/giveaway or to promote my website/product/event?
A: No. CID Entertainment’s and Valley Music Travel’s trademarks, intellectual property, tickets and other offerings may NOT be used for advertising, promotions, auctions, contests, sweepstakes or any commercial purpose, without express written consent from CID and its partners. Please see our purchase policy for more details.
Q: What if I change my mind and don’t want my package?
A: All packages are sold as non-refundable. Please refer to the purchase policy for complete details.
SAFARI CAMPGROUNDS
Q: Can you mail our Safari wristbands?
A: Unfortunately, we are unable to mail out any Safari wristbands. We will have an on-site check-in where these will be redeemed. Please stay tuned for all check-in details as we near closer to the event.
Q: Can I purchase more wristbands at Check-in?
A: Yes, we will have limited additional wristbands. However, if you already have the maximum amount you cannot add any more. (Each package has the option to add up to 2 additional ones per tent)
Q: Can I receive additional parking passes for my guests?
A: You are guaranteed to have 1 parking pass per tent. However, we will have limited additional quantities to offer for additional vehicles. However, they will not be 100% guaranteed and should be requested beforehand. *Additional fees apply
Q: How close will I be able to park to my campsite?
A: The Parking lot is located directly adjacent to the campground. You will have easy access to your car throughout the weekend.
Q: Does the Safari package include festival wristbands?
A: No, Festival wristbands must be purchased separately.
Q: When is the latest I can check out of my Safari Tent?
A: The latest you can check out of Safari Tent camping is the Monday after the event by 12PM.
Q: Can I add guests to my reservation at a later date?
A: Yes, we can add guests later on pending availability. Please note, you may add up to 2 guests per package purchased.
Q: Can I change my tent type after I purchase?
A: We can change tent types up until mid March.
Q: Will we have access to our cars throughout the weekend?
A: Yes, you will have access to your car. You will be able to store things in your car as well as take it off site at any point in time to run any errands you may have. Please note that there is a traffic lockdown between 9PM-2AM each day of the festival, so make sure you are back on-site before 9PM if you leave at any point throughout the weekend. Otherwise, you won’t be able to get back in until after 2AM
Q: What food is offered?
A: We will be serving Breakfast and Late night snacks in the Safari lounge daily.
Q: Do our tents lock?
A: They do not. However, if you have valuables, it is recommended that they be locked in your vehicle.
Q: Does each tent have a restroom?
A: No, restrooms are shared amongst all Safari guests. There will be restroom and shower trailers available throughout the weekend.
Q: Can I get day passes to bring guests back to my tent?
A: No, only safari guests will be permitted into the Safari campground.
Q: Do our tens have electricity, A/C, and a Refrigerator?
A: Yes
Q: I can no longer attend the event. May I transfer it to a friend?
A: If you are unable to attend, we are able to add an alternate name to your package. However, these types of transfers are subject to a name change fee.
Q: How far is Safari from the festival site? Do you have a map?
A: Due to the exclusivity of the program, the Safari area is not listed on any official Stagecoach map. However, directions will be provided to you as we near closer to the event date. Our Safari campground is located on the festival site.
Q: May I have a campfire?
A: Campfires, fire pits, fire cages or any other open flame device are not permitted anywhere on the festival site.
Q: May I use a stove or BBQ to cook?
A: The use of any outdoor cooking appliances is not permitted anywhere on the festival site.
Q: Can I bring the family to camp?
A: All campers must be 18+ or accompanied by a parent or legal guardian*. Every camper must have a Festival Wristband and a Safari Wristband to be scanned upon entrance to the festival perimeter. Kids 10 & under are free with parent and do not require a wristband. A legal guardian is NOT a parent giving a note to an older friend or sibling. That is NOT an option. A guardianship is a legal relationship created when a person or institution is assigned by the court to take care of minor children.
Q: Can I bring my bicycle?
A: Yes! Park at your own risk. Do not lock your bike against any fencing or unauthorized objects. It will be removed and considered surrendered.
BYO RV
Q: Can you mail our Safari wristbands?
A: Unfortunately, we are unable to mail out any Safari wristbands. We will have an on-site check-in where these will be redeemed. Please stay tuned for all check-in details as we near closer to the event.
Q: Can I purchase more wristbands at Check-in?
A: Yes, we will have limited additional wristbands. However, if you already have the maximum amount you cannot add any more. (Each package has the option to add up to 2 additional guests)
Q: Can I receive Safari parking companion passes for my guests?
A: We will have limited additional quantities to offer for additional vehicles. However, they will not be 100% guaranteed and should be requested beforehand. *Additional fees apply
Q: Can I get day passes to bring guests back to my RV?
A: No, only safari guests will be permitted into the Safari campground.
Q: Can I add guests to my reservation at a later date?
A: Yes, we can add guests later on pending availability.
Q: I can no longer attend the event. May I transfer it to a friend?
A: If you are unable to attend, we are able to add an alternate name to your package. However, these types of transfers are subject to a name change fee.
Q: How far is Safari from the festival site? Do you have a map?
A: Due to the exclusivity of the program, the Safari area is not listed on any official Stagecoach map. However, directions will be provided to you as we near closer to the event date. Our Safari campground is located on the festival site.
Q: What food is offered?
A: We will be serving Breakfast and Late night snacks in the Safari lounge daily.
Q: May I have a campfire?
A: Campfires, fire pits, fire cages or any other open flame device are not permitted anywhere on the festival site.
Q: May I use a stove or BBQ to cook?
A: The use of any outdoor cooking appliances is not permitted anywhere on the festival site. RVs may use their factory installed interior cooking appliance.
Q: What if I want to have my RV delivered?
A: If you plan on having your RV delivered to the site, the person whose name is on the Safari reservation must be present at check-in. RV’s that show up without the original Safari site purchaser/renter will be turned away. We recommend that you meet the delivery person at a remote location (such as a Walmart) and travel to the site together. Please note that only your RV will be allowed into the tollbooth area for check-in. No additional vehicles can accompany the RV through the check-in process. Please also note that your RV will not be allowed into the check-in lot if you do not have your RV parking sticker posted according to sticker installation instructions and your required “Renter, Borrower or Owner” paperwork*.
*An RV spot will only be honored if the person who made the Safari reservation is present at check-in wearing a Festival Wristband and Safari Wristband, and possesses the proper paperwork corresponding to the status of ownership of the RV:
OWNER – Proof of Registration, valid I.D, Safari Wristband and Festival Wristband.
RENTER – Rental Company Service Agreement. Renter on agreement must be present with Valid ID, Safari Wristband and Festival Wristband.
BORROWER- Permission letter from the registered owner. Copy of registered owner’s registration and valid ID. RV spot purchaser must be named on permission slip and be present at onsite check-in with valid ID, Safari Wristband and Festival Wristband.
Q: Can I bring the family to camp?
A: All campers must be 18+ or accompanied by a parent or legal guardian*. Every camper must have a Festival Wristband and a Safari Wristband to be scanned upon entrance to the festival perimeter. Kids 10 & under are free with parent and do not require a wristband. A legal guardian is NOT a parent giving a note to an older friend or sibling. A guardianship is a legal relationship created when a person or institution is assigned by the court to take care of minor children.
Q: Are generators allowed into Safari?
A: The Indio Fire Department has banned the use of all portable generators for the safety of all Resort attendees.
Only generators that have been factory installed on your RV are permitted. No modification. No personal fabrications. No aftermarket installs. Additionally, even with a factory installed generator you may be asked to shut it down due to the exhaust fumes affecting your neighbor.
Q: Are there water trucks available to fill up my RV water tank and/or pool?
A: It is strongly recommended to have your fresh water RV tank full and your black and grey tanks empty before arriving at Stagecoach. Potable water trucks will be available with fresh water as well as pump trucks to assist with disposing of RV sewage. These pay services are NOT guaranteed and are available on a first come, first served basis.
Q: Can I bring my bicycle?
A: Yes! Park at your own risk. Do not lock your bike against any fencing or unauthorized objects. It will be removed and considered surrendered.
PLATINUM ESTATES
Q: Are passes included with the Platinum Estates?
A: No. However, you may add on passes to customize your Platinum Estate.
Q: Can you mail our passes?
A: We are unable to mail out any credentials. All passes are redeemed at your house upon arrival. The concierge team will manage this process.
Q: Can I receive additional parking passes for my guests?
A: You are guaranteed to have parking passes if they are requested beforehand. Each house can accommodate up to 4 vehicles parked in the garage and driveway.
Q: What access will the GUEST passes afford my guests and I?
A: GUEST wristbands will give you exclusive access to all Saloons, including North, South and Diamond. It will also include Corral Pit access.
Q: Does the price change if I want to stay for less than 4 Nights?
A: While you are not required to stay for all 4 nights, the price does not adjust if you stay for less than 4 nights.
Q: Can I bring additional guests back to the house to stay overnight?
A: The maximum number of guests that can stay at your house is 10 for a 5-bedroom estate and 12 for a 6-bedroom estate. If you did not register 10 or 12 guests with your package, then you are allowed to add them and they can stay over as an official house guest. *Applicable fees apply.
Q: Am I allowed daily visitors?
A: Yes, each guest staying at the property is permitted to have a +1 daily house guest.
Q: When is the latest I can check out of my Estate?
A: The latest you can check out of your house is the Monday after the event by 10AM PST.
Q: How long will it take to get to the Stagecoach Music & Arts festival site from my Estate?
A: The Stagecoach festival site is directly adjacent to the Platinum Estate community and will be a short golf cart ride to the entrance.
Q: How often will the golf cart transportation be running?
A: The Platinum Estate Golf cart shuttles will run on a request basis and will be able to take you to and from your Estate and the festival each day. For best service, please schedule your rides in advance with our concierge.
**Please note, golf cart shuttles will run until 60 minutes after the music ends each night and will only be able to transport to and from the festival entrance and your Estate.
Q: How do I access my house and the gated community?
A: We will send out a check-in informational email to the lead guest as we near close to the event date and a member of the concierge team will check the group in upon arrival.