Q: What is included in my Cancun vacation?
A: Your vacation includes complimentary accommodations at your choice of either the Laguna Suites Golf or Spa or the Ocean Spa Hotel in Cancun, Mexico for the number of nights and number of travelers as stated in the terms and conditions of your specific certificate. Your vacation also includes complimentary airport to hotel shuttle transportation, all non-motorized water sports, unlimited access to our affiliated properties, complimentary shuttle service between our hotels and special discounts on additional activities and upgrades.
Q: What is included in my Riviera Maya vacation*?
A: Your vacation includes All Inclusive accommodations* at Hacienda Tres Rios in the Riviera Maya, Mexico for the number of nights and number of travelers as stated in the terms and conditions of your specific certificate. Your vacation also includes complimentary airport to hotel shuttle transportation and special discounts on additional activities and upgrades. *Mandatory all inclusive fees are payable upon the reservation of travel dates.
Q: What is included in my Ft. Lauderdale vacation?
A: Your vacation includes complimentary accommodations at the Blue Strawberry by the Sea Hotel in Lauderdale by the Sea, Florida for the number of nights and number of travelers as stated in the terms and conditions of your specific certificate. An added benefit of your Ft. Lauderdale vacation is that this property is pet friendly!! WE ACCEPT PETS UP TO 20 POUNDS. THERE IS A COST OF $25 PER DAY PAYABLE TO THE HOTEL UPON ARRIVAL FOR YOUR PET. PETS ARE NOT PERMITTED IN THE POOL AREA AND MUST REMAIN IN A KENNEL WHEN LEFT UNATTENDED IN THE ROOM.
Q: Can we travel as a group?
A: You may only redeem ONE promotional vacation certificate. Group travel is NOT permitted under the terms of the promotional certificates. Group travel is considered to be two or more families, friends, or vacation certificate holders traveling to the same hotel during the same vacation period. Should group travel be suspected or discovered, you will be subject to a penalty equal to your entire vacation stay at the applicable nightly rack rates.
Q: Can I purchase Travel Insurance Protection?
A: As our valued traveler, we highly recommend that you take advantage of our Travel Protection policy which can be purchased for only $65 USD and protects your entire family from the unexpected. Please call your reservation specialist at 1.800.961.8354 for more details.
Q: What identification do I need to check in?
A: A valid passport and a major credit card will be necessary for check in.
Q: Can I bring extra people?
A: Yes, you may bring additional friends or family members but must discuss this with a reservations agent prior to travel. Additional costs may apply.
Q: What if something happens and I am unable to travel on my reserved dates?
A: Cancellations or changes to your reservation may be made more than 14 business days prior to arrival without penalty. Out of term cancellations and No Shows will automatically be charged a penalty of $199.00 USD. Any monies paid for all inclusive upgrades, reservations fees, taxes, extras and/or any additional promotional discounts are 100% transferable, but are strictly non-refundable. Unused extras or services are also non-refundable.
Q: When are Reservations Agents available via telephone?
A: Our office hours are Monday through Friday 8 a.m. to 6 p.m. Cancun local time and Saturday's 9 a.m. to 2 p.m. Cancun local time.
Q: How will I get from the airport to the hotel?
A: Once your reservation has been confirmed, you will receive a confirmation letter via email. This confirmation letter provides instructions on how to provide us with your flight details so that we may arrange your airport pickup. Also, approximately 15 days prior to your arrival, you will receive a verification call from our transportation department to verify the flight information you provided.
Q: What other benefits may be added to my vacation?
A: Additional benefits such as all-inclusive food and beverage plans, room upgrades, resort upgrades, additional nights, spa packages, tours and excursions and travel insurance protection may be purchased by contacting a reservations agent.
Q: What will happen if a Hurricane warning is issued?
A: Guests who have a confirmed reservation may call a reservations agent and have their travel dates rescheduled, if the National Hurricane Center has issued an official hurricane warning for the Cancun area.
Q: When should I purchase my airfare?
A: We ask for all guests to have a confirmed reservation with us, prior to purchasing airfare. If you purchase your airfare before confirming your reservation, we will not be responsible for any expenses you may incur should there not be availability at the hotels.
Q: Do I need a passport to travel to Mexico?
A: Yes, a passport is always needed when traveling to another country.
Q: Do I need a VISA to travel to Mexico?
A: If you are from a country within Europe or from the US, Canada or Australia, you do not need a VISA to travel to Mexico. For all other countries, we recommend that you check with the Mexican Embassy, Consulate or directly with your airline.
Q: Can I bring medicine?
A: Yes, however, it will need to be in its original packaging, with the doctor's prescription and contact information.