Frequently Asked Questions

I’ve tried emailing and calling, why is it taking so long for someone to get back to me?
We know that it can be frustrating waiting for a reply, and we apologize for the long delays. As you can imagine, we have been inundated with calls and emails from concerned customers. Our focus has been on ensuring the safety of all our Members and Staff during this challenging time. All our operations were moved from our Head Offices and Regional Offices to be home-based in order to keep our employees safe per government recommendations regarding social distancing. Now that our repatriation efforts are completed and we have ensured the safety of our employees, we’re answering your calls and messages as quickly as possible.

I’m scheduled to travel between now and December 31, 2021. What do I need to do?
Customers with arrival dates between March 17 2020 and December 31 2021 are eligible to receive a future travel credit in the value of the original amount paid. This credit can be redeemed against future travel for travel up to October 31, 2022 to any Club Resort.

Why am I receiving a future travel credit instead of a cash refund?
We adjusted our policy to be aligned with the guidelines published by several government agencies, airlines and tour operators. As a result of government-imposed travel restrictions, we were forced to cancel customer bookings. The decision to suspend all travel was made as a last resort, in response to the exceptional circumstances faced across the industry and around the world. All customers who were impacted by these cancellations have been offered with a rebooking or a future travel credit. As a further gesture, we have extended the validity of this credit to October 31, 2022. Once the government-imposed travel restrictions are lifted, we have every intention of providing our customers with the vacations they had planned using the travel credits we’ve issued to them.

What is the future travel credit process and how does it work?
We’ve made the travel credit process quite simple for our customers to redeem. When you are ready to rebook your vacation, your previous booking number is the key to your credit. You will only need to answer security questions to access and apply this credit to your new booking. If you do not use the full amount, it will remain as a credit on file and can be used at a later date.

What is the value of my future travel credit and what can it be used towards?
The future travel credit will be the full amount you paid for your original booking. Future travel credits can be applied towards any Club Resort.

How long are future travel credits valid for?
Future travel credits are for travel before October 31, 2022.

Are future travel credits transferrable?
Individual future travel credits are not transferable and must be used by the original purchaser.

Do I have to use my future travel credit at the same hotel and destination?
Individual future travel credits can be used for any Club Resort.

What happens if I don’t use the full amount of my future travel credit?
Any remaining balance from your future travel credit will remain on file until October 31, 2022. After the expiry date, any unused amount will be forfeited.

Can I still make a future booking?
Of course! Our Member Services Call Center and website are fully operational with our schedule for the upcoming seasons in place and up to date. We look forward to seeing you back on vacation soon!