Plan Your Trip

Public On Sale

  • If rooms remain after the Pre-sale, the Public On Sale will begin at 12pm ET on September 7th.
  • You will NOT need a Password for the Public On Sale.
  • Everyone attending Castaway with Southern Ground must have a Cloud 9 Account. Save yourself time and have everyone register prior to booking.
  • Plan ahead! You are booking an entire room not a spot in a room, so only one person needs to make the reservation.

How To Book

  • Step 1: Select the “My Account” button at the top toolbar and log in.
  • Step 2: Click the Castaway with Southern Ground banner stripe to start the booking process.
  • Step 3: If booking during the Pre-sale, enter your Pre-sale Password to begin. During the On Sale, no password is needed.
  • Step 4: Choose the number of guests in your reservation, then select the room type you would like.
  • Step 5: You have 10 minutes to complete your reservation once you select a room.
  • Step 6: Select any additional items to add to your reservation or click "Continue" to skip this part for now.
  • Step 7: Review your reservation details to ensure everything is correct, then click “Check Out”.
  • Step 8: Input your guest's information or choose “Provide Name Later”. You are responsible for paying the full deposit to reserve the room, even if you don't add a guest.
  • Step 9: Choose to either be 100% financially responsible for payments or to split the cost with your roommate. Then select a payment plan. Please note, if a guest has financial responsibility, they can’t be removed from the reservation without their permission. If splitting financial responsibility on your reservation, the Lead Guest will need each guest’s card information prior to booking.
  • Step 10: Provide your billing info and Credit / Debit Card payment details. Click "Submit" and celebrate!

**Please note: Mexican citizens, US Citizens residing in Mexico, and anyone unable to present the exit card issued at Immigration are required to pay an additional 16% tax upon check out. 


Castaway with Southern Ground is happy to accommodate guests who need additional support. 
  • Please make sure that you have notes of your mobility and medical conditions in your Cloud 9 Account. If you have not yet created your account, please do so now.
  • Wheelchairs, scooters, and amphibious chairs (with larger tires that can traverse sand and are water friendly) can also be rented and delivered to the hotel though Cancun Access. You can check out their inventory of ADA friendly selections HERE.
  • Castaway with Southern Ground airport transportation offers ADA accessible shuttle options for those in need. Simply purchase transportation at the standard rate and contact the Travel Team to make arrangements at least 30 days prior to the event.
  • If you require special needs support or require first floor accommodations due to your mobility issues, please contact the Travel Team.

Returning Guests

  • Previous Castaway with Southern Ground guests will receive a Pre-sale Password via email to book a room during the Pre-sale on September 6th
  • If you are a Zamily member and have been to Castaway before, 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.
  • Pro Tip: Log into your Cloud 9 Account before the Pre-sale begins to ensure a seamless process.

Zamily Members

  • Zamily members that DID NOT attend Castaway with Southern Ground in 2017 or 2016 must opt-in to the Pre-sale
  • Opt-in by logging into your Zamily account and filling out the form. This will allow us to generate a unique Pre-sale Password for you. 
  • The deadline for opting-in to the Pre-sale is September 1, 2017 at 12pm ET.
               OPT-IN HERE

New Guests

  • Not a Zamily member yet? Sign up now and fill out the Pre-sale opt-in form.
  • You MUST sign up for the Zamily AND opt-in to the Pre-sale by September 1, 2017 at 12pm ET to qualify.
  • Plan ahead! You are booking an entire room not a spot in a room, so only one person needs to opt-in.

Things To Know

Pre-sale Passwords will remain active until 11:59am ET on September 7, 2017. If rooms remain, the Public On Sale will begin at 12pm ET on September 7, 2017.
  • One Pre-sale Password will allow you to reserve ONE room.
  • For guests who want to purchase more than one room, please contact the Cloud 9 Travel Team.
  • You will be able to add your guest when booking. Only ONE person needs to book the room. 
  • There will be more Pre-book Passwords sent out than rooms available so don’t hesitate to book.
  • Receiving a Pre-sale Password does not guarantee you a room at the event.  
  • Passwords are non-transferable and can only be redeemed by the password holder.
  • For questions about Zamily memberships and issues opting-in, please contact the Zamily.
  • Visa, MasterCard, American Express, and Discover are all acceptable methods of payment.

Hard Rock Hotel Riviera Maya offers Castaway with Southern Ground guests a variety of different room types to help make your stay as comfortable as possible.
Click here for more info…

Things To Know

  • When you book, a $250 per person deposit ($500 if reserving any Rock Suite) is due.
  • After paying the deposit, your remaining balance is divided into three equal payments.
  • Assign “financial responsibility” to who will be making payments on the reservation.
  • One person can choose to be 100% responsible or it can be split.
  • If splitting financial responsibility on your reservation, the Lead Guest will need each guest's card information prior to booking.
  • You can also split up financial responsibility after booking by contacting the Travel Team.
  • Visa, MasterCard, American Express, and Discover are all acceptable methods of payment.

**Please note if a guest has financial responsibility, they can’t be removed from the reservation without their permission.

Payment Dates

1st Payment: October 10, 2017
2nd Payment: November 14, 2017
3rd Payment: January 4, 2018 

Payment Schedule For New Reservations

Deposit Payment: $250 per person
Next Payment: January 4, 2018
Final Payment: February 6, 2018

Find the right payment plan for you!

Come to Mexico up to three days early to get settled before the shows or stay three nights after for some down time before heading home. Enjoy the Hard Rock Hotel's all-inclusive amenities during your pre and post nights, plus added Resort Credits for extending your stay!

Extra Night Rate

$249 per person/per night for Deluxe rooms
$299 per person/per night for Rock Platinum rooms
$419 per person/per night for Two Bedroom Rock Suites

$79 per child/per night for Deluxe and Platinum rooms
$149 per child/per night for Two Bedroom Rock Suites

Things To Know

  • This rate is only available March 13th, 14th, 15th, 20th, 21st, and 22nd.
  • The first show is the night of the 16th. The last show is the night of the 19th.
  • Extra nights must be paid for in full and are non-refundable, so plan ahead. 
  • To add additional nights, click "My Account" and select "View/Modify" under your current reservation.
  • When booking extra nights through Castaway with Southern Ground, every effort is made to keep you in the same room for your entire stay, however only event nights are guaranteed.
  • Standard resort operations apply during Pre & Post nights and we will be sharing the resort with guests who may not be attending the event.
  • Pro Tip: Extra nights in some categories sell out quickly, so don’t wait too long to book. However, you should not purchase extra nights before booking flights, as they are non-refundable and non-transferrable.

Check In & Check Out

Check In starts at 3pm. If you arrive before then you will be able to check into the hotel and use the facilities, but your room will not be ready until after 3pm.

Check Out is by 12pm. You must be checked out of your room no later than 12pm. If your flight is later in the day, you will be able to use the resort's facilities until 6pm. It is extremely important that guests staying later than 6pm should inform the Event Guest Relations team or risk being charged for an extra night.

**Any guests whose rooms are not vacated by 1pm are subject to $300 late check out fee charged by the hotel and Southern Getaway, LLC. Any guests whose rooms are not vacated by 3pm will be charged for an extra night.**

We make it easy for you to get to and back from the event by offering roundtrip shuttle service between Cancun International Airport and Hard Rock Hotel Riviera Maya. Simply add it to your reservation, enter your flight information, and we'll take care of the rest!

Click here for more info…
We save all year to see our favorite bands. Unfortunately, mishaps happen every day that could affect your vacation and winter storms roll in making it difficult to get there. It's important to safeguard travel investments from the unexpected and give yourself peace of mind when traveling.
Click here for more info…

Bring your children to experience Castaway with Southern Ground for a one time all-inclusive rate. Rates are based on the age of the child at the event, not at the time of booking the reservation. The Hard Rock offers supervised kid and teen activities as well as child-friendly pool areas.

  • $299 for children ages 0-3
  • $599 for children ages 4-12
  • Extra nights are $79 per child/per night except for Rock Suites which are $149 per child/per night 
  • Airport transportation is $74 roundtrip and $44 one way
  • Car seats are available upon request. Contact the Travel Team when adding transportation to make arrangements.

How To Add Your Children

  • Be sure that your children are attending before adding them to your reservation, as this is non-refundable and must be paid in full.
  • If planning to add your children, you should select the occupancy based on the number of adults on the reservation and purchase a room with Double Beds.
  • Keep in mind the maximum occupancy for a double is 2 adults + 2 children and a triple is 3 adults + 1 child. A room with 1 adult and 1 child is the full adult price, since the minimum occupancy of a room is two adults.
  • Cribs are available upon request if needed.
  • Each child will need their own Cloud 9 Account. Please contact the Travel Team to create the account and add your children to the reservation.

For large families, we recommend a Two Bedroom Rock Suite. This suite feature two bedrooms, living area, and balcony there will be plenty of room for kids to play while parents sleep in. Families can also purchase two separate rooms that adjoin. Those wanting to book two adjoining rooms would need to reserve either Rock Platinum Double Sky Terrace King Bed & Deluxe Gold Double Beds OR Deluxe Gold King Bed & Deluxe Gold Double Beds. 

**If you are planning to purchase two separate rooms to accommodate the number of adults & children in your family, please contact the Travel Team.**

Resort Credits are a great way to the get the best out of your vacation! Head to the blissful Rock Spa for a massage, enjoy lobster for dinner, or hit the greens of Playacar for a round of golf. Talk to the Hard Rock Riviera Maya Vacation Planners for help using your Resort Credits and pay just 20 cents for each dollar you spend!

You can make reservations prior to arrival by contacting the vacation planners at Please include your Cloud 9 reservation number in the request.

Things To Know

  • Resort Credits are applied to each room, not per person. Be sure to talk with your roommates and plan accordingly.
  • Resort Credits are allocated based on the length of your stay.
    • 4 nights = 750 Resort Credits
    • 5-6 nights = 1,500 Resort Credits
    • 7-8 nights = 1,800 Resort Credits
  • There is a 20% service fee for Resort Credit transactions. For every dollar you spend in Resort Credits, 20 cents will be charged to your room. This means you pay $20 for every 100 Resort Credits you spend.
  • The service fee is paid with cash or credit card upon check out. Resort Credits cannot be used to pay the final room bill.
  • A credit card is required upon check-in to secure your Resort Credits.  

Check out everything you can use Resort Credits for!