Frequently Asked Questions

Before You Leave

Upon delivery of your documents please check all dates and verify that everything is correct. In your pouch your airline tickets say not valid for travel. Explanation: you have electronic tickets, they are vouchers, upon check in at the airport you will be handed boarding passes which are valid for travel.

Luggage tags. name on your luggage tags have to match names on your airline tickets, if not you will have to fill out new luggage tags at the desk which will delay you 10 minutes.

Luggage weight. 50 lbs per bag: Do not go over 50 lbs or you will be charged additional for the bag, additional charge varies by airline.

Allowable luggage at no charge. 1 carryon piece and 1 hand bag. Almost all airlines charge you for stowed luggage.

Please do not forget a pen, when on the aircraft you will be given immigration and customs forms to fill out, the airline attendants do not have writing utensils to pass around.
 

Ensure you have all of your ID’s and documents on hand, not packed in your main luggage. VERIFY YOU HAVE PROPER ID’S NOW, DON’T WAIT UNTIL JUST BEFORE YOU DEPART! Passports are required for all US and Canadian citizens traveling internationally by way of air, and should be valid for at least 6 months after travel date.

If you are physically challenged or have a special needs child, be aware that the travel agency can make special arrangements to transport you thru the airport and to your assigned gate for departure.

Because your room may not be immediately available upon check in most resorts have a check in time of 3PM, pack your carryon with a bathing suit. This way you can take full advantage of the resort’s included amenities (pools, beach, dining, etc.) as soon as you arrive - even before the room is ready. The resorts will normally offer changing facilities as well.

Bring small denominations in US currency. It’s widely accepted, but change will be in local currency, and ATM’s are hard to find.

Check with your cellular carrier about coverage at your destination – in many cases, even their international roaming rates will be significantly less expensive than the hotel phone, and much more convenient.

Men - remember to bring long pants, collared shirts, and closed-toe dress shoes, as many of the restaurants have a dress code. Some resorts have fine dining that require a jacket. For women, sun dresses & sandals, are fine.

Remember suntan lotion, bug repellent, sunglasses, and medications (prescription medications/needles will need to be clearly marked and documented by the doctor.) Be sure to pack all traditional film in your carryon, as new airport screening machines for checked baggage may destroy film. Digital cameras are not affected.

The Day You Depart
If you have purchased the pre-departure cancellation insurance and do need to cancel, please contact the number provided in your documents on the vouchers themselves (not the insurance brochure) prior to the flight’s departure. For last-minute cancellations, this number (not our office, which may be closed) must be called. If you’re not able to speak with someone in our office directly about cancellations before departure, you must contact the provided number; leaving a message with our agency or only contacting the insurance company will not ensure coverage.

 

You MUST check in at the airport at least three hours prior to your departure time or risk being denied boarding without refund.

If you do run into any flight problems at the airport, do not leave the airport, as this may cause your tickets to be voided. In most cases our office will be closed that early in the morning, so make sure to have the airline representative onsite handle it immediately; ask them to “reprotect” your tickets. If your flight is delayed, rest assured your airport transfers will still be valid that day as the transfer companies are updated of flight changes. If for some reason your flight is postponed until the next day, please contact us so we can notify the resort that you are not a “no-show” and won’t lose your reservation; we may even be able to shift your travel dates with the resort to give you the same length of stay.

When You Arrive
Have your transfer voucher handy and head to the Ground Transportation area of the airport, just outside baggage claim. Make sure to have a few American dollars available for the airport’s SkyCaps – they are not employed by the resort, and are very assertive (and helpful) in transferring your bags to the correct shuttle!
Do not accept transfers from anyone but the company listed in your travel documents, even those promising free transfers.


When you arrive, plan ahead/reserve times for things such as dinner reservations, excursions, snorkeling/scuba, Spa treatments, and activities, as they can fill up quickly. You can usually do this immediately upon arrival.

As soon as you arrive at your room, put valuables in the room safe – for you honeymooners, put those new wedding rings in there, as they may not be sized properly, and they just may end up at the bottom of the ocean.

If you plan to scuba dive, arrange your resort certification test (if applicable) with the Watersports department as soon as you arrive, and remember you cannot dive on the day you depart, so don’t wait until the last day.

All inclusive resorts normally include all gratuities, so tipping is not necessary, but outside the resort (buses, etc.) it’s recommended.

The Day You Return
Make sure to find out what time the shuttle bus is taking you back to the airport;. The bus will depend on what flight & flight time you have, so check with the Bell Desk or Guest Services. Some resorts ask that you confirm your return transfer with Guest Services 24 hours before departure.

Pack your carryon with appropriate clothing – if you have a later flight, don’t be stuck wearing your travel clothes all day! Pack a bathing suit and enjoy one last day at the pool, and take advantage of a Hospitality Room (check with Front Desk for location) to change/freshen up before departure.