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FAQ's

General Information

Who is Vacation Express?

As one of the largest tour operators in the southeast United States, Vacation Express has provided air/land vacation packages for over 30 years. We work with hotels and resorts in over 20 different destinations around the Caribbean, Mexico, and Costa Rica to bring you the best deals possible. So, whether you're looking to travel last minute for a romantic getaway or looking for early bird specials for the whole family, we're sure to have the perfect hotel and resort for you. Be sure to check out our interactive map of the beautiful destinations we travel to, browse our partner hotels by brand, or check out our best limited-time offers. You can also read more out more about us here.

How can I contact Vacation Express?

Our Reservation Center is open 24 hours a day, 7 days a week, so feel free to email us at customercare@vacationexpress.com, or call us at 1-800-309-4717 nationwide or at 404-321-7742 in Atlanta. You can also contact us with a request or for a quote here.

What are Vacation Express' Exclusive Non-Stop Flights?

In an effort to provide you the lowest possible prices, Vacation Express charters airplanes to offer our own non-stop flights that depart from over 20 different cities around the U.S. Our flights always leave in the mornings and return in the afternoons to maximize your vacation stay. See a full list of applicable flights here.

What's the difference between "Non-Stop", "Direct" and "Round-Trip" air?

Here at Vacation Express, Non-Stop Air is just that — a non-stop flight from your departure city to your destination, on one of our own exclusive chartered flights, as described above. Direct Air flights are also trips booked on one of our exclusive chartered airplanes, however, they make a single stop to pick up additional passengers; you do not disembark to transfer to a different flight or plane. Round-Trip Air flights are trips booked on regular scheduled flights on various airlines, and could possibly include a layover or transfer to a connecting flight.

Do you offer promo/discount codes?

From time to time we do offer coupon codes that can be applied while making a new booking for instant savings. We try to change them up to offer different things at different times to be applicable for different kinds of bookings, so be sure to check our Coupon Code page often if you're planning a trip soon to see if there's something for you!

Do you match pricing with competitors?

We do. Please review our Price Match Policy for details and instructions on how to get the best possible deal on your dream vacation.

What's the age limit for children to be charged "child" prices?

Every hotel has different age requirements that can be considered for child pricing. For most hotels, child rates are applied to children aged 12 and under, at time of travel. Other hotels specify a child's age limit to be 11, 14, or even 17 years of age. A hotel's maximum kid's age can be found on its hotel page, which are organized by destination under the "Hotels" drop-down menu at the top.

Where can I find check-in/check-out times, dining dress codes, and other information about a particular hotel?

Each of our hotel pages [which are organized by destination under the "Hotels" drop-down menu way up top] has all the information you'll need for each of our partner hotels, including its star rating, meal plan, kid's ages, room categories, available services, amenities, restaurants, activities, and more. Feel free to explore our extensive list of hotels and resorts in each of our beautiful destinations to find the perfect match for you.

What are "resort credits", and how can I use them?

Resort Credits/Coupons are promotions offered directly by the resort to add extra value to your vacation package. Basically, it's resort cash value that can be used for services that usually have extra fees, such as spa treatments, motorized watersports, golf fees, etc. Often times, they have limitations, caps, or a maximum amount from the resort credit that can be applied to each applicable activity or service. Please note that resort credits are not actual cash money, nor are they transferrable or able to be saved or used for future stays.

I am a travel agent/agency that would like to register with Vacation Express. How can I do that?

Welcome to the family! Travel agent/agency profiles can be created here. You're in for a treat!

Planning Your Trip

What is included at "All-Inclusive" hotels?

Along with your accommodations, All-Inclusive hotels and resorts include all meals and drinks, as well as daily and/or nightly entertainment and activities, all in one price. Other services, such as room service, spas, motorized watersports, child care, or premium meals and top-shelf alcohol may incur additional charges; at some hotels, some of these may be included in their All-Inclusive offerings. All of our hotel pages [which are organized by destination under the "Hotels" drop-down menu in the top blue navigation bar] list what is and what is not included in their packages. Every hotel is a little different, so be sure to choose the right hotel for you.

Additionally, packages offered through Vacation Express often include amenities or upgrades not offered elsewhere, so be sure to explore all of our exclusive limited time deals! We're sure to have the best hotel to make your vacation the most memorable it can be.

What are "Breakfast Plans" and "European Plans"?

Hotels offering Breakfast Plans include only breakfast with your room accommodations, as well as their daily and/or nightly entertainment and activities. Additional meals, snacks and beverages are usually available for purchase. Bookings made at hotels offering European Plans include only the accommodations of the room along with their entertainment and activities, if applicable. All other amenities, such as meals and drinks, are not included but are also usually available for an additional charge. Each one of our hotel pages itemizes what their specific packages include. Every hotel is a little different in what is/is not offered, so be sure to choose the right hotel for you!

What is a "Local Representative"?

At almost all of our partnered hotels, Vacation Express has a Local Representative on-site to help you, free of charge, with anything you may need during your stay: room transfers, local recommendations, airport transportation, tours and excursions, and more. Be sure to check in with them when you arrive at your hotel, so they know you've arrived safely and everything is how you expected, and then again before you leave, to verify your return airport transportation in case anything has changed. They are there to help you have the very best vacation possible.

What's the difference between "Shared Transfers" and "Private Transfers"?

A Shared Transfer is transportation between the airport and your hotel, shared with other passengers. Depending on the locations of the hotels at which all of you are staying, you may have to make stops to drop off/pick up other passengers before arriving to your destination. A Private Transfer carries only the people within your party, so your trip between the airport and your hotel is quicker, and non-stop.

What can I do during my vacation?

There are always lots of fun and exciting things to do! Horseback and ATV riding, sight-seeing tours and ziplining, snorkeling and scuba diving, sunset sailing and dinner shows, even swimming with dolphins and sharks! Almost all of our destinations have many unique activities to experience. Each of our destination pages [these can be found within the "Destinations" drop-down menu way up top] feature our favorite things to do, plus links to everything we offer. As an added bonus, many of the tours you will find offer special perks only for Vacation Express travelers, so they are not available to anyone else. Get out and explore!

Can I bring my drone with me?

Every country has their own laws and regulations regarding the flying of drones, and several countries have changed and/or updated their laws recently. In many countries, you need to apply and pay for licenses, permits and/or registration for each drone before you arrive, so you have their required paperwork ready upon arrival. You will want to research these laws to the best of your ability or risk having your drones seized at customs and/or are forced to pay a heavy fine. If you do decide to bring a drone, it is a good idea to bring documentation or proof that you purchased it before your arrival to that country, so that you are not charged a duty fee on imported products, as they might think that you purchased it abroad.

Keep in mind that many airlines have strict restrictions and regulations on how you can bring your drone onto their plane and its packaging, especially when it comes to transporting lithium-ion batteries. Also, many hotels have their own additional rules about flying drones for the safety and privacy of their guests. It is a good idea to inquire your airline and hotel about how and if you even can bring your drone with you on vacation.

At time of this of printing, Mexico prohibits foreign citizens from flying drones weighing more than .55 lbs., and prohibits flying over people and historical sites, among many other restrictions. In the Domincan Republic, drones weighing over 4.4 lbs. requires a permit, but they still strongly suggest you receive a permit before your arrival even with smaller drones; additional regulations apply. Recreational drone flying in Aruba, Costa Rica, Jamaica, St. Lucia, The Bahamas is legal, and require a permit and registration prior to arrival for all drone use; additional regulations apply. Commercial drone use has its own rules, regulations, and licensing that vary from country to country.

What forms of payment does Vacation Express accept?

We accept payments via Visa, Mastercard, American Express and Discover credit cards, debit cards, PayPal, and UpLift Pay Monthly.

Can I pay for my vacation using a payment plan?

Yes, we offer a monthly payment plan through UpLift Pay Monthly. More information can be found here.

Can I use my Frequent Flyer miles/points to pay for my vacation? Can I add my vacation to my Frequent Flyer number?

Our system does not allow our air-only flights or air+hotel packages to be purchased using 3rd party Frequent Flier miles/points. However, you can earn 3rd party Frequent Flier miles/points by applying your purchased air-only travel or air+hotel packages with us to your account through our Reservation Center. If you are purchasing a flight or package with us by using an airline-issued credit card or a credit card that has a free baggage allowance program, we must be notified at time of purchase so we can make sure you receive the appropriate benefits.

Do you offer insurance for my trip?

Yes, we offer three different types of insurance which cover cancellations, missed connections, lost baggage, and more, all of which are explained in detail here.

Where can I find baggage information for my airline?

Right here! For information on baggage, possible fees, weight allotments, amenities and upgrades for Vacation Express' own exclusive non-stop & direct flights, click here to view/download a spiffy .pdf.

Can I book more than one room?

Our easy-to-use booking box at the top of the page on the left allows you to book up to six [6] rooms. If you need more than that, please see our Groups Services page for information on how we can help you organize a group vacation, as well as great perks that we offer. Or, you can email groups@vacationexpress.com. Please keep in mind that hotels have a maximum occupancy limit for both children and adults, per room. This information can be found on each of our hotel pages.

Where can I find information on group travel, such as family reunions, bachelor/ette getaways, or corporate events?

We make traveling as groups easy! Check out our Groups Services page for important information and great perks that we offer, or you can email groups@vacationexpress.com to begin planning your upcoming special event.

Can I get married overseas?

Of course! Whether you're planning for 20 guests or 200, our Weddings & Honeymoons page has all the information on destination weddings that you'll need to begin making your special day as perfect and stress-free as possible.

What should I do if I, or someone I'm traveling with, has a disability?

During the booking process, there will be an area where you can input any additional notes, requests, or information that you feel we may need in regard to your trip. Please let us know of any special assistance you may need so we can notify and prepare your air carrier, ground transportation, and hotel services. Although we do our best to assist you in every way we can, these services may vary depending on circumstance and availability, and therefore we cannot guarantee the availability of wheelchairs at airports or within your destination.

Keep in mind that not all hotels offer wheelchair accessible rooms, and at those that do, these rooms can be requested but not guaranteed. Also, standards and regulations vary by country according to their own law, which may not be consistent with those required by the Americans With Disabilities Act within the U.S. Feel free to contact us at 1-800-309-4717 nationwide, or at 404-321-7742 in Atlanta with any additional questions or concerns concerning traveling with disabilities.

Can I make special requests with my booking?

During the booking process, there will be an area where you can write any additional requests that you feel you may need, such as cribs, car seats, or joining or ground floor rooms. These requests will then be passed on with your booking. We will do everything we can to make sure you're provided with what you need, however, we cannot guarantee their availability.

How come the price I saw advertised has changed?

All of our pricing and hotel information goes through rigorous checking and double-checking to ensure accuracy at the time of printing. However, you may occasionally see that prices or hotel amenities have changed. Unfortunately, due to the never-ending fluctuation of the travel industry, pricing and options can change, and sometimes quite often, especially during peak travel seasons. Therefore, all prices and descriptions listed in our ads, email campaigns, and on our website are correct at time of printing/publishing, but are subject to change without notice. Sorry! Also, Vacation Express is not responsible for errors or omissions.

What additional fees/expenses can I expect?

If you purchased just round-trip air, then you'll need to purchase a hotel stay also, and vice versa — if you purchased just a hotel room, then you'll need a way to get there. However, if you purchased one of our packages, it includes both your hotel stay and airfare. Other than that, there are a few additional expenses you could expect:

  • Some airlines charge for checked baggage or additional carry-on luggage.
  • Some destinations require visitors to purchase a Tourist Card upon arrival.
  • Hotels that have Breakfast Plan or European Plan dining options require the purchase of additional meals and drinks.
  • Ground transfers to get from the airport to your hotel and back again.
  • Tips for housekeeping, restaurant waitstaff, bartenders, bellmen, tour guides, taxi drivers, etc.
  • Many hotels have a small charge for top shelf alcohol and premium meals [e.g. teppanyaki restaurants].
  • Most hotels charge for premium amenities, such as spa treatments, rounds of golf, wine tastings, or other offerings.
  • Many hotels also charge for motorized motorsports, such as jet skiing, parasailing, etc.
  • Most hotels have free wi-fi somewhere on property, but they might charge if you want it in your room.
  • Car rentals or bus and taxi fares if you desire to leave the resort property and see the local sights.
  • Tours and excursions are extra, but worth it! If you're visiting a foreign country, you'll want to experience their culture, sample their food, and see the sights!
  • Some excursions don't include transportation to the pick-up/drop-off site if it's not at your hotel, so you'll need to take a taxi or bus to get there.
  • Other excursions don't include meals, so food and drinks will also have to be purchased, if you don't eat at your hotel beforehand.
  • Also, water excursions can incur small dock fees/environmental fees or equipment rentals, especially if you want to scuba dive.
  • Shopping! So, souvenirs to help remember your vacation [and also to help those friends and relatives who couldn't go with you feel a little better].

Before You Leave

Okay, I purchased a vacation package...now what?

Great! Just sit tight and we'll send you a confirmation email with a summary of your booking. Review it as soon as you can, and make sure all the information and spelling of names is correct! If not, let us know immediately; airlines have strict policies regarding the correct spelling of names. We will also send occasional reminders in the months or weeks leading up to your vacation to remind you to choose your seat, pre-pay extra baggage, or for anything else you may need to make your vacation easier. Then, your travel documents will arrive via email twenty-one [21] days before your departure date.

For security reasons, we never mail or ship airline tickets, so for most major airlines, you can log onto your airline's website to check in and print your boarding passes, or you can check in at the airport ticket counter at least three hours prior to your flight to receive your boarding passes then.

How can I view my booking?

Simply log into your account via the "Sign In" link at the top of the page. Here, you can view and print your eDocs, choose/upgrade your plane seat, add special requests to your booking, purchase trip insurance, excursions, transportation, and more.

Where can I make a payment?

Directions on how to log into your account to apply a payment are located at the bottom of your invoice. You can also to contact our Reservation Center at 1-800-309-4717 nationwide, or at 404-321-7742 in Atlanta. We are open 24 hours a day, 7 days a week.

Can I book tours and excursions in advance?

Of course! Just log into your account via the "Sign In" link at the top of the page to access your personal account. There, you can view all the tours and excursions we offer to choose the ones that you like best.

Will I be able to use my credit cards in destination, or will I need cash?

Almost all hotels, resorts, and commercial/retail stores accept credit and/or debit cards or even U.S. dollars, however, you will need local 0cash for tipping waitstaff, housekeeping, tour guides and other services, or for purchasing merchandise and souvenirs from smaller markets or vendors. Most airports have currency exchange locations, and ATM's can be found on property for many hotels, as well as within tourist districts. ATM transaction fees can occasionally be expensive, and not use the most current exchange rates.

Where can I find information that I might need to know pertaining to the country I am traveling to?

Each of our destination pages [which can be found under the "Destinations" drop-down menu way up top] has a "Travel Tips" link near the bottom. This links to a page that has many useful pieces of information, such as the time zone it is in, the currency used, its electricity voltage, transportation assistance, climate and more.

Do I need specific vaccinations or immunizations before I travel?

The Center for Disease Control [CDC] provides comprehensive health information for specific destinations, required vaccinations, information for travelers with special needs, and updates about other health news. You can also visit the U.S. Department of State's travel website and the U.S. Customs and Border Protection [CBP] website for additional travel information.*

Do I need a passport?

All United States citizens are required to have a valid passport to enter and/or re-enter the United States via air transportation. Air travel to and from U.S. territories, such as the U.S. Virgin Islands [St. Thomas, St. John and St. Croix] is considered domestic travel, and does not require a passport. Also, your passport should not expire within six [6] months after you've returned from your vacation. Additional travel requirement information regarding passports, how to obtain one, and approximate pricing can be found here. Applying or renewing a passport should be done months in advance of your trip to account for lengthy processing times. Expedited passport services incurs additional fees.

Do I need a visa?

None of the destinations we travel to require visas for American citizens if staying for a short period of time [which can be up to 30, 60, 90, or even 180 days, depending on the country]. However, some countries, such as Mexico, require tourists to purchase a tourist card for each person upon entry at the airport. Other countries, such as the Dominican Republic, include their tourist entry fees in the purchased airfare.

What documentation do I need if I'm a non-U.S. citizen?

Information for foreign/permanent residents can be found here, under "General Information & Web Links".

What do I need to know if only one parent/guardian is traveling with children?

A single parent traveling with minors [under the age of 18], or a minor traveling alone, must carry notarized permission from both parents including non-traveling parent[s], or notarized copy of deceased parent's death certificate, or "sole custody" or "Father Unknown" documents. Please review additional information here.

Are there any guidelines on taking my pet out of the country?

Unfortunately, very, very few hotels are pet friendly, however, certified service dogs are accepted by many hotels, with certain restrictions. Information on whether a hotel does or does not allow pets/service dogs is found on our hotel pages. Please keep in mind that many airlines are also beginning to restrict the travel of pets, including undocumented emotional support animals, but not certified service animals.

Also, while there are no duties on entering the U.S. with pets, the U.S. Customs and Border Protection [CBP] has more information on their website regarding the requirements of returning with cats, dogs and other animals, even if they originally came from the U.S.*

What kinds of things are/are not allowed in my carry-on baggage?

The Transportation Security Administration [TSA] lists items that are prohibited from being packed in carry-on and checked luggage here.*

While You're There

Where do I meet my ground transportation/transfer?

When you land at the start of your vacation, your transfer to your hotel will be waiting for you outside of the airport, after you have gone through Customs. They will be holding signs or standing behind kiosks that say "Vacation Express" as well as the name of the ground transportation company. Your travel documents will have specific details. From there, they will guide you to the transfer vehicle. If you have booked only your hotel and transportation with us, then you will need to notify us with your flight information, so we can let them know when to expect you to arrive. Otherwise, you might be standing around for a while, and no one wants that!

Then, at the end of your vacation, the ground transportation company will usually be waiting outside your hotel after you check-out to transfer you back to the airport. Be sure to meet with our local representative the day or so before you leave to verify your pick-up time and location.

Please note, when flying into Cancun, there may be additional costs for ferry rides if you are staying on the islands of Cozumel and Holbox if you have not purchased them in advance through Vacation Express.

Who do I contact if there are complications with my vacation?

Your Local Representative is there to help you with anything you may need during your stay. Their available hours on hotel property may vary daily and by location.

Where can I purchase tours/excursions after I've already arrived?

Tours and excursions can be purchased from your Local Representative. Their available hours on hotel property may vary daily and by location.

Are tips/gratuities expected at all-inclusive resorts?

Just like any other service provided to you elsewhere, tipping is optional, but expected. And also highly appreciated.

How much alcohol can I bring back with me?

At time of printing, there is no U.S. federally imposed limit on the amount of alcohol you may bring back with you for personal use, however, there are laws and regulations that vary from state to state. Generally, about one liter of alcohol per person [who are age 21 or older] may be entered into the U.S. duty-free. Up-to-date information can be found on the U.S. Customs and Border Protection [CBP] website here, here and here.*

What are the limits of duty-free items can I bring back?

Information on duty-free exemptions can be found on the U.S. Customs and Border Protection [CBP] website, here and here.*

What are the restrictions on items that aren't duty-free?

Information on bringing back personal use items, such as food, fruits and vegetables, meats, plants and seeds, tobacco and blades, is found on the U.S. Customs and Border Protection [CBP] website.*

What kinds of things can I not bring back from my vacation at all?

There are far too many banned items to bring back with you to list here. Thankfully, U.S. Customs and Border Protection [CBP] lists restricted and prohibited items here.*

After You've Returned

How can I report any complications or concerns with my vacation?

Customer satisfaction is one of our best, and most important, hallmarks. If you would like to share your positive experience with us, or if you have any concerns regarding your trip, please visit our Customer Care page for assistance.


*Vacation Express cannot guarantee the accuracy of information located on external/third party websites.

Laws, rules, regulations, and restrictions regarding drone use vary widely from country to country, and can change often. The restrictions listed on this page are valid at time of printing, are not all-encompassing, and may no longer be accurate. Vacation Express takes no responsibility for damage or seizure of your drone[s], any fines imposed, or other loss of property due to the failure of you not knowing the laws and/or requirements of the country you are visiting.


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