What is a Cloud 9 Account & why do I need one?

A Cloud 9 Account is your personal profile. You are required to have an account to book your reservation. It will allow you to access and update your reservation as well as track your valuable trip history. It is also a place where you can provide us with additional information that will help make your travels smoother.

What is a Pre-sale Password and how do I get one?

As part of our loyalty program, all lead guests who have attended Castaway 2016 and Zamily members who opt in by July 18th at 6PM ET will receive a unique Password which will allow them to book a room during the Pre-sale on July 27th.

When can I make my reservation?

The General On-Sale for Castaway with Southern Ground is July 28, 2016 starting at 12PM Eastern. All rooms are sold on a first come, first served basis. Castaway with Southern Ground strongly urges you to be ready to book at the time of the On-Sale so you don't miss out! 

Where do I go to book a room?

You can place a reservation by logging into your Cloud 9 account at OR by clicking the "BOOK NOW" button on the event website.

I want to change my room type!

Castaway with Southern Ground does not allow for any room downgrades. However, you can upgrade your room if there is any availability. 

Do I have to pay by credit card?

Castaway with Southern Ground accepts major credit cards including Visa, Mastercard, Discover and American Express. Cashier's checks and money orders are acceptable & encouraged forms for making future payments but the initial deposit must be paid by credit card at the time of booking.

You can also enroll in our ACH Program to use a bank account to set up automatic payments.

If sending a cashier's check or money order, please make them payable to Cloud 9 Adventures, LLC and send to:

Cloud 9 Adventures c/o Travel Department
405 SE Mizner Blvd., Suite 68
Boca Raton, FL 33432

How do I make a payment?

Its up to you! Castaway with Southern Ground offers a FREE automatic billing option. During the reservation process you will be asked to opt into the program and the event will charge the credit card on file on the payment date. You can also choose not to participate, and it will be your responsibility to make the scheduled payments on time. A late payment fee of $35 will be applied to reservations that do not meet the scheduled payment dates.

What if I don't have a credit card, can I still participate in automatic billing?

Anyone with a bank account can participate in the ACH automatic billing program. Just fill out the form HERE and let us take care of the rest!

Does Castaway with Southern Ground automatically charge my credit card on the payment due dates?

NO! It is each guest's responsibility to make the scheduled payments on time. A late payment fee of $35 will be applied to anyone that do not meet the scheduled payment dates.  

**This does not apply to those guests who opt into Automatic Billing**

Can I bring my kids?

Yes. Families with children are encouraged to check out the offerings at the Little Big Club and teen activities. You should book a room according to the number of adults staying in the room. Once your room is booked, please contact the Cloud 9 Adventures Travel Team to add your children to the reservation.  Please be sure to register your children with a Cloud 9 account so that they can be added to the reservation.