Reservation Policies
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 October 15
- $225 fee from October 16 – November 30
- No Lead Guest changes will be accepted starting December 1
Add or Change Guest Name(s):
- Complimentary through August 31
- $125 fee from September 1 – October 15
- $225 fee from October 16 – November 30
- No guest name changes will be accepted starting December 1
Can I make a room location request?
- In the spirit of fairness to all guests, we DO NOT take 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; however, due to the nature of the event, we cannot guarantee the request will be met.
Can I change my room category?
- Room downgrades are not permitted (i.e going down in room category); however, you can upgrade your room if there is availability by filling out the Upgrade Form within your Cloud 9 Account.
What is the Cancellation Policy?
- All deposits & 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 let them know and to receive instructions if filing an insurance claim.
- All cancellations must be submitted in writing by completing the Cancellation Form within your Cloud 9 Account.
- You are also able to transfer your reservation to another person, per the name change guidelines above.