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What if I can no longer attend?

• You have the option to cancel your reservation or transfer it to another person.
• If you choose to sell your room, it is your responsibility to find a buyer and sort out the finances.
• Log into your Cloud 9 Account for details on how to transfer or cancel your reservation.

How do I add or change my guest?

• The Lead Guest is the only person on the reservation that can initiate changes, such as adding a guest or making a name change.
• To replace a guest or add a name on the reservation, the Lead Guest must contact the Travel Team.
• Have everyone in your reservation create a Cloud 9 Account.

What are the fees to add or change a name on my reservation?

Change the Lead Guest:

• $150 fee through January 4th
• $225 fee from January 5th – March 4th

Add or Change Guest Name(s):

• Complimentary through November 15th
• $125 fee from November 16th – January 4th
• $225 fee from January 5th – March 4th

There will be no changes made to reservations starting March 5, 2024 – No Exceptions!

Can I make a room location request?

• In the spirit of fairness to all guests, we DO NOT accept room location or building requests.
• You can request to be close to your friends by emailing the Travel Team with everyone on copy. We will do our best to accommodate, but due to the nature of the event, we cannot guarantee the request will be met.

The room type I wanted sold out…now what?

• If you already have a reservation for One Big Holiday, but would prefer another room type, fill out the Upgrade Form located in your Cloud 9 Account.
• The Travel Team will contact you if anything becomes available between now and the event.
• Should an upgrade become available, you will be required to pay the cost difference between suite types.

What is the cancellation policy?

• All deposits and payments for One Big Holiday are non-refundable.
• The Event HIGHLY recommends that all guests purchase Travel Insurance that includes Cancel for Any Reason coverage.
• Cancellations are only accepted from the Lead Guest with the understanding that the entire reservation will be cancelled.
• If one person in your reservation needs to cancel or will not be attending, contact the Travel Team to receive instructions if you are filing an insurance claim.
• All cancellations must be submitted in writing by completing the Cancellation Form located in your Cloud 9 Account.
• You are also able to transfer your reservation to another person, per the name change guidelines above.
• View the Event’s Terms & Conditions HERE.

What is the Covid Policy?

• At this time, we are not requiring masks, vaccinations, or a negative test to attend.  If you wish to wear a mask, by all means! If you want to practice social distancing, there is plenty of room for everyone to spread out and dance comfortably. We understand that attendees will have differing health concerns and comfort levels, so it is up to each guest to do what they need to ensure they have a safe and enjoyable time at the event.
• Please note, the need for preventative health measures (e.g. proof of negative COVID-19 test, vaccination, or masks) is subject to change and may become required for this event. Details on any changes to necessary measures will be communicated as early as possible on the event website and via email to all booked guests.