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Frequently Asked Questions



Q. What is included in with my vacation?

Your vacation includes accommodations in Cancun, Mexico or the Riviera Maya; for two adults and two children, under the age of 12. Your vacation also includes complimentary airport-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. Does my vacation include Travel Insurance Protection?

Your package does not include traveler's insurance protection, but you're in luck! We have an affordable travel insurance plan that covers up to 10 travelers for only $29.99 usd. This is valid for residents of Canada and the US, only. Please call the customer service .

Q. What identification do I need to check in?

A valid passport and a major credit card will be necessary for check in.

Q. Can I bring extra people?

Yes, you may bring additional friends or family members but must discuss this with a reservations agent prior to travel. Additional costs may apply.

RESERVATIONS

Q. Which hotels are available?

Your accommodations will provided at your choice of either the Laguna Suites Golf + Spa or the Ocean Spa Hotel. You will also have access to our affiliated properties, the Sunset Royal and the Sunset Lagoon, via a complimentary shuttle that departs from the lobby.

Q. What fees must be paid to use my vacation?

A one-time activation fee and daily standard Mexican government taxes. For more details, please contact us.

Q. What if something happens and I am unable to travel on my reserved dates?

You may reschedule at anytime. You have 14 days prior to arrival to make any changes, without additional charge.

Q. Can I extend my vacation?

All vacations may be extended to up to 7 nights by purchasing additional nights.

Q. What are the reservation hours?

Our office hours are 8 a.m. to 8 p.m. PST Monday through Friday and 9 a.m. to 3 p.m. PST on Saturdays.

Q. How will I get from the airport to the hotel?

Once your reservation has been confirmed, you will receive a confirmation letter via email. This confirmation letter contains a section for you to provide us with your flight details. Once completed, you will need to fax the confirmation letter back to us so that we may arrange for your airport shuttle transportation. 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?

Additional benefits such as all inclusive food and beverage plans, room upgrades, resort upgrades, additional nights, second rooms, spa packages, and travel insurance protection may be purchased by contacting our reservations team.

Q. What will happen if a Hurricane warning is issued?

Guests who have a confirmed reservation may call and have their travel dates rescheduled, once the National Hurricane Center has issued an official hurricane warning for the Cancun area.

Q. When can I purchase my airfare?

We ask for all guests to have a confirmed reservation with us, prior to purchasing airfare.

Q. Do you provide discounted airfare or flight reservation assistance? Airfare to Cancun can be made very affordably due to online competition. We do not, however, provide flight reservation assistance, at this time.

Q. What if my flight is delayed?

Please contact us, however, chances are that we will already be aware of the delay and will have altered our pick up schedule accordingly.

Q. What if my flight is cancelled?

If your flight is cancelled please contact us either by phone or email in order to provide us with your new flight information.

Q. Do I need passport to travel to Mexico?

Yes, a passport is always needed when traveling to another country.

Q. Do I need VISA to travel to Mexico?

If you are from a country outside the US, Canada, Europe and Australia, it will best to check with the Mexican Embassy, Consulate or directly with your airline. If you are from the US, Canada, Europe or Australia you will NOT need a VISA.

Q. Can I bring medicine?

Yes, however, it will need to be in its original packaging, with the doctor�s prescription and contact information.




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