1. WHAT HAPPENS NEXT AFTER WE PURCHASE ONE OF YOUR VACATION GETAWAYS?
Upon completion of your registration, we ensure that you receive confirmation via two distinct methods. Firstly, you will receive an email titled "Welcome to the Family," containing a welcome letter along with our contact details and operating hours. Secondly, you will receive a PandaDoc document outlining all package details, including our terms and conditions, which necessitates your signature. Should you fail to receive both of these communications within 24 hours, please do not hesitate to contact us promptly for reissuance.
2. WHAT IS A RESORT PREVIEW PRESENTATION?
During your visit to the selected resort, you will be scheduled for a preview presentation showcasing all amenities and benefits offered. Attendance at this 90-minute presentation is mandatory, although there is no obligation to make any purchases. The preview is designed to be enjoyable and informative, suitable for the whole family. Failure to attend the scheduled presentation may result in monetary penalties.
3. CAN WE ADD ADDITIONAL NIGHTS TO OUR VACATION GETAWAY?
Certainly, following the purchase of your getaway vacation and trip booking, you have the option to extend your stay directly with the resort at your destination for an enhanced experience or consult with our customer service team.
4. HOW DO WE BOOK OUR VACATION?
Please complete the online Booking Form on our website. Kindly review the covered nights and days corresponding to your chosen destinations and ensure all required information on the form is accurately filled out. Upon submission of the booking form, we will promptly confirm the requested dates and destinations via text message.
5. WHO DO WE CONTACT FOR ANYTHING WE NEED PERTAINING TO OUR VACATION GETAWAY ONCE CONFIRMED?
Please contact our Reservation Department, where our team will be pleased to assist you, address any special requirements, and answer any additional inquiries you may have.
6. ALL-INCLUSIVE VACATIONS - COVERS 2 ADULTS & 2 CHILDREN (Twelve and Under).
WHAT DO WE DO IF WE HAVE MORE FAMILY MEMBERS?
Should you wish to accommodate additional family members, please make sure to complete form and follow up with our team.
Our vacation specialists will assist you accordingly. Please note that fees for additional guests vary by resort, so we recommend inquiring directly with your chosen resort regarding their charges.
Call us at 1-833-209-4447 or text us at 1-844-505-0001. For further assistance, you can also contact us via email at firstname.lastname@example.org. Monday through Friday, between 10 am and 6 pm EST.
7. ALL-INCLUSIVE PACKAGE ACCOMMODATIONS ARE FOR 2 ADULTS & 2 CHILDREN. WHAT DO WE DO IF WE HAVE LESS FAMILY MEMBERS?
The resort accommodations we provide typically accommodate up to four people on average. If your party consists of fewer members, you'll have additional space to enjoy. Please note that children under the age of twelve (except when traveling to Costa Rica, where the age limit is seventeen and under) are included in this count.
8. CERTIFICATES? HOW DO I REDEEM THEM?
These certificates are sponsored and serviced by a third-party company. To activate your certificate, kindly adhere to the following requirements. It is imperative to wait book 45 days before checking in to ensure the successful activation of your certificate. Please note that all certificates come with a list of eligible locations, as outlined in the accompanying documentation. We would like to emphasize that check-ins are only permissible within the specified 45-day window. We kindly request your cooperation in making all locations accessible to the public during this period. Additionally, for the successful activation of your certificate, a secure payment for a security deposit is required. This deposit will be fully refunded upon activation. Please be advised that you are only required to cover the taxes and resort fees associated with your stay.
9. HOW LONG DO WE HAVE AFTER PURCHASE TO USE OUR VACATION GETAWAY?
For your convenience, your allotted time is stated on your invoice. If you cannot find your package information, just email us at email@example.com
10. WHAT ARE RESORT FEES AND TAXES?
The resort fees and taxes are government-mandated charges collected by your chosen resort. These fees typically range from $25.99 to $99.99, depending on the specific properties and destinations. Please note that all expenses related to airfare, ground transportation, resort fees, taxes, booking fees, sanitation fees, and security deposits are the responsibility of the traveler.
11. CAN MORE THAN ONE FAMILY TRAVEL TOGETHER ON VACATION?
Most of our resorts don’t encourage group travel at the wholesale price. In most situations, more than two families are not allowed to travel together.
12. DO WE NEED A PASSPORT TO LEAVE THE COUNTRY?
Yes, and we recommend that you contact the U.S. Department of State to provide your passport documents. Visit www.passports.state.gov.
13. WE NEED TO CANCEL OUR PACKAGE, HOW DO WE DO IT?
All our packages are sold on a Non-Refundable basis. However, in accordance with Florida's Over the Phone policies, we offer a cancellation window of up to 30 days from the date of purchase, provided it is requested in writing. To proceed with cancellation, please email firstname.lastname@example.org, indicating the reason for cancellation in the subject line as "Cancellation Request - customer ID number" (found on the top left corner of your PandaDoc). If beyond the 30-day window, the package is transferable to a qualifying individual.
14. HOW FAR IN ADVANCE DO WE NEED TO MAKE A RESERVATION?
We advice to provide a 45-Day advance notice for standard booking and 90-Day notice for holiday & peak season, below that time frame it will be subject to availability and live inventory.
15. WHAT IS THE REASON FOR THE DISCOUNTED VACATION?
We work diligently to ensure our customers a wholesale price for all their vacation needs; the discount is in exchange for a vacation presentation that lasts roughly ninety minutes and this must be completed for each vacation.
16. DESTINATIONS AND RESORTS?
Under our travel promotion, we showcase specific resorts. To learn about additional properties available at your desired destination, please fill out the booking form. Our specialists will then provide information on additional options based on your request. Please note that resorts and hotels are subject to change as inventory is constantly updated.
17. COMMON INQUIRIES?
Transportation and airfare are not included and are responsibility of the travelers. Customers are responsible to cover any cost associated with vaccination or testing as part of travel requirements, and for more information regarding travel requirements please visit https://www.cdc.gov
18. AIRPORT PICKUP?
Airport pickup is typically sponsored by most all-inclusive resorts. During the reservation process, we can assist with scheduling your airport pickup, however, it is important to note that any transportation during the vacation is the sole responsibility of the traveler and not the responsibility of our company. Certain resorts like AM Collection and Secrets and Dreams don't offer airport pickup, you will be responsible for arranging transportation.
19. Travelers Protection?
Allows guests to cancel their reservations under the condition of providing a medical letter from a licensed physician, indicating their inability to travel or in the event of an emergency, substantiated by verifiable documentation. In such cases, the Resort has the discretion to cancel the reservation without imposing any penalties. It is important to note that if no Travelers Protection is availed, the reservation is considered confirmed, and any cancellation will result in a charge equivalent to one night's rack rate for the entire stay. Additionally, depending on the specific policies of each resort, guests may have a window of 14 days before their scheduled arrival date to cancel. In the event of cancellation within this period, no refunds will be issued; however, a travel credit will be provided for use in future reservations.
20. Verification Call? Documents Required? (All-Inclusive Resorts*)
Due to the marketing structure of our packages, reservations are handled differently from standard bookings. Certain resorts, particularly all-inclusive establishments, employ a verification process that necessitates specific documentation to meet their presentation requirements, which are an integral part of the trip. Some resorts may request identification from travelers, along with evidence of cohabitation such as matching addresses on official documents or utility bills for couples. Additionally, proof of purchasing power, typically in the form of a major credit card, may be required. Occasionally, resorts may also request a photograph of the credit card, with all digits except the last four obscured. These requirements are specific to certain properties, particularly those within our portfolio of all-inclusive resorts.
While these stipulations are not set by us, we are obligated to adhere to them in order to facilitate successful bookings on your behalf. We kindly ask for your cooperation and understanding in this matter. Verification calls are arranged by the respective resort departments and typically coincide with the proximity of your check-in date. Your patience during this process is greatly appreciated. It's important to note that if your reservation is for a date significantly in advance of your check-in, the verification process may not occur immediately. Typically, resorts conduct verifications a couple of months prior to the check-in date.