FAQ

Booking FAQ

 Your Cloud 9 Account is your personal profile. Every guest attending Castaway with Southern Ground is required to have an account. 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, such as dietary or medical notes.
As a part of our loyalty program, all guests who have attended Castaway with Southern Ground previously will receive a unique Password which will allow them to reserve a room during the Pre-sale on September 6, 2017.

If you are a Zamily Member you can opt-in to the Pre-sale by logging into your Zamily account. This will allow us to generate a Pre-sale Password for you. Check out more information on the Pre-sale HERE.
Zamily Members who have not attend Castaway with Southern Ground in the past must opt-in to the Pre-Sale by logging into your Zamily account and filling out the form. This will generate a Pre-sale Password for you. You MUST opt-in by September 1, 2017 at 12pm ET. Check out more information on Pre-sale HERE.
NO! If you've previously attended Castaway with Southern Ground you will automatically receive a Pre-sale Password via email. Do not opt-in to the Pre-sale or it will duplicate your account. This will cause you to lose your trip history and priority booking time.
Sign up now to become a Zamily Member! You must sign up for the paid Zamily membership AND opt-in to the Pre-sale by September 1, 2017 at 12pm ET to qualify for a Pre-sale Password.
 The Public On Sale for Castaway with Southern Ground is on September 7, 2017 at 12pm ET. Don't miss out!
 You can place a reservation by logging into your Cloud 9 Account or by clicking the "BOOK NOW" button at the top of this website.
Castaway with Southern Ground does not allow for any room downgrades. However, you can upgrade your room if there is any availability.
 In the spirit of fairness to all guests, Castaway with Southern Ground and The Hard Rock Hotel DO NOT take room location requests.
 Yes! Castaway with Southern Ground is fun for the whole family! Learn more about bringing your children HERE
 The initial deposit must be paid by credit card at the time of booking.

  • Castaway with Southern Ground accepts major credit cards including Visa, MasterCard, American Express, and Discover.
  • You can also enroll in our ACH Program and use a bank account to set up automatic payments.
  • Cashier's checks and money orders are acceptable & encouraged forms of making payments. If sending a cashier's check or money order, please make it payable to Southern Getaway, LLC and send to:

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

Anyone with a bank account can participate in the ACH automatic billing program. Just fill out the form HERE and we will take care of the rest!
 We will only automatically charge the credit card on file if you opt in to automatic billing. If you select manual payments, it is 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 payment due dates.
Castaway with Southern Ground offers three payment options: pay in full, automatic billing, and manual payments. During the reservation process you will choose which option works best for you. You can opt in to automatic billing and let us take care of everything or opt out and choose to make payments on your own. See full details about our Payment Plans.

Experience FAQ

 All performances will take place at the Hard Rock Hotel Riviera Maya.
 The schedule for Castaway with Southern Ground will be posted a few weeks before the event.
The bands will be performing March 16th, 17th, 18th & 19th.
 Yes. There will be event merchandise that can be purchased with all major credit cards or US currency. The merch store will open at 12 PM on March 16th.
 Theme nights will be announced closer to the time of the event. Stay tuned for more details!
 Due to the intimate nature of the event, we do not sell any day passes or tickets to the shows. All guests must be booked through Cloud 9 Adventures and staying at the Hard Rock Riviera Maya.
Of course! You will be able to fill your days with a number of activities. Activities in the past have included Castaway Karaoke with Drake White, Tequila Tasting with Muddy Magnolias, Yoga and more! This year's activities will be announced closer to the event. Stay tuned for more info!
 Participants are chosen at random (unless otherwise stated). Arrive early and enter in your name if you are interested in participating. Whether you get picked or not, we encourage all guests to stick around for the fun! Stay tuned for more details on the activities.
By purchasing a Carbon Offset you are offsetting the emissions from your personal travel to the event (your carbon footprint). Trees, Water & People carbon offsets not only offer an opportunity to reduce your environmental impact, but also curb deforestation rates, improve the health of families, and support our efforts to protect and conserve natural resources in Central America and Haiti.
Positive Legacy coordinates environmental and humanitarian service projects down in Mexico servicing the local communities.  There will be a a Day of Service where guests can actively participate in making an impact on the lives of the people in the surrounding community.  There will also be an Auction with unique items and signed memorabilia to raise funds to support ongoing projects.

Resort FAQ

Check-in begins at 3 PM. Check-out is by noon on the day of your departure.
 Yes. Both food and beverages (including alcohol) are part of your all inclusive package.  
 Breakfast, lunch and dinner, plus a variety of buffet style snacks are available throughout the day and evening.
 The resort has a variety of food available to guests with various dietary needs.  There will be vegetarian & gluten-free options available at all meals.  If you haven't already, please update "Your Profile" by logging into your Cloud 9 account and completing the Dietary Request field box.
Resort Credits allow you to use the Hard Rock resort amenities with a 20% Service Fee. Resort Credits are applied to your room upon check in and can be used for Spa treatments, Hard Rock tours and excursions, golf and more! Check out more information on Resort Credits HERE.
Yes. There is one located in the Hacienda lobby and one located in the Heaven lobby.  They dispense Mexican pesos. Fees will apply.
 Yes, however your change will be returned in Mexican pesos.
 Tipping is customary but not expected for hotel staff such as bellmen & housekeepers.
 No reservations are required for dining at the restaurants, except if you wish to eat at the Zen Teppanyaki tables.
 All rooms are equipped with an iron and ironing board, but the resort will be happy to take care of all your laundry and dry cleaning at a reasonable charge.
 Yes. There is a collection of shops & boutiques to suit your fancy.  Check out the shops for a wide variety of souvenirs, toiletries, beach accessories & magazines. There will also be an event merchandise stand set up selling Castaway posters, t-shirts, and other cool stuff!
 A registered nurse with regular office hours is on the premises at the resort. In the event of a medical emergency, a qualified medical doctor is on call 24 hours a day. If a doctor is called there will be a charge put on the guests's room. Guests with any pertinent medical information or specific medication needs are asked to notify us in advance.
 Every room at the resort is equipped with a digital safe. We advise all guests to store their jewelry, cash and other valuables in this secure place. Southern Getaway, LLC is not responsible for any lost or stolen items.
In true rock star style, there is no dress code during the event. However, if you plan on staying extra days, the Hard Rock Hotel Riviera Maya's dress code applies. Think resort casual.
 Yes.  The Hard Rock Hotel Riviera Maya offers free on-site parking.

Travel FAQ

 You MUST have a valid passport. There are NO exceptions.
An Official Entry Immigration Form must be filled out by all foreign citizens traveling to Mexico. Fill out your immigration form now to avoid delays in your immigration process. Check out this link HERE for more information.
Mexican citizens, US Citizens residing in Mexico and anyone unable to present an exit card issued at immigration are required to pay an additional 16% tax upon check out.
If you lose your immigration card prior to arriving at the Hard Rock you will be asked to pay the local VAT tax of 16%. If you lose the card during the event, you will need to purchase a new one upon departure from the Cancun Airport. Pro Tip: Place your immigration card and all other valuables in your in-room safe upon arrival.
 Hard Rock Hotel Riviera Maya is approximately sixty minutes from the Cancun International Airport (CUN).
 No. All guests are responsible for booking their own airfare.
 Airport shuttles are not included in the cost of your trip however, we do offer a transportation service that you can add to your reservation. To find more information on organizing a shuttle, click HERE.
 Simply click "My Account" at the top of the page, log in, and find your active Castaway with Southern Ground reservation. You will see a button that says "Enter Flight Info". After clicking into it you'll be able to enter flight information for you and your guest.
 Don't sweat it! If you have provided us with your flight information we will be tracking your arrival time and making the proper accommodations. However, if you are switched to a completely new flight contact the Travel Team to let us know as soon as possible.
 No. Due to increased security at the Cancun International Airport, we cannot offer transportation services to people who arrive early and stay in the area at a different resort before Castaway with Southern Ground. In order to utilize the Event transportation you must be arriving into the airport and immediately traveling to The Hard Rock Hotel Riviera Maya.
 There are no single rate rooms available for Castaway with Southern Ground, however you are absolutely able to still book one of the rooms listed as “double occupancy” and attend the event alone. In this case you will pay the full double occupancy rate of the room and have it to yourself.
 Come Early, Stay Late!  Four days at the Hard Rock Hotel Riviera Maya may not be enough for some of our fans. We are offering a special discounted rate for those guests who want to add three nights before and up to three nights after the event. These rates are only available March 13th, 14th, 15th & March 20th, 21st, 22nd. Check out more information on extra nights HERE.
There are two easy ways to book your Pre & Post nights. You can purchase them online by logging into your Cloud 9 Account or by contacting the Cloud 9 Travel Team. Pre & post nights must be purchased in the same room category and paid in full at the time of booking. They are non-refundable & non-transferable.
 No. All extra nights must be purchased in the same room category that you book for the event. 
Castaway with Southern Ground works with the resort to offer you a discounted rate on the room. We also work with the resort to keep you in the same room for your entire stay.
 Rooms are priced based on double occupancy. You will have to pay the rate for two, even if it will just be you staying in the room for the extra night.
No problem. Contact the Cloud 9 Travel Team to make your arrangements.
 Weather in Mexico this time of year is generally warm, but since most of the shows will be taking place outdoors, there is the chance of it being cool. Castaway with Southern Ground suggests bringing some warm clothing just to be on the safe side. Other than that, anticipate wearing t-shirts and shorts pretty much the entire time. Bring your camera, ear plugs, sunscreen, bathing suit and rain gear.
 No illegal substances, alcohol, non-alcoholic beverages, food, weapons or pets. The use of illegal drugs is strictly prohibited at Castaway with Southern Ground. All laws pertaining to drug use must be respected.
 Mosquitos are a reality when traveling in Mexico.  We recommend that all guests consider bringing insect repellant and wearing long sleeves and long pants if participating in excursions that include being in the jungle.  The CDC makes periodic recommendations, guests should keep themselves aware HERE.  Knowledge is power!