F.A.Q
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1. What happens after we purchase one of your vacation getaways?
After completing your registration, you will receive a confirmation via PandaDoc with your purchase receipt and vacation details. Please be sure to sign the document so your package can be fully activated.
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2. Can we add additional nights to our vacation getaway?
You would need to consult directly with a reservations agent to review your specific request. Additional guests may be added for a fee, which varies by resort and is subject to availability and property guidelines.
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3. How do we book our vacation?
Complete the online booking form on our website and ensure all required information is entered accurately:
https://www.platinumestays.com/reservationform
​4. Who do we contact once our vacation is confirmed?
Please contact our Reservation Department for assistance with special requests or additional questions.
Call or Text: 1-888-308-9641
Email: support@platinumestays.com
Hours: Monday–Friday, 10:00 AM – 7:00 PM EST
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5. What is included in all-inclusive vacations?
All-inclusive accommodations cover 2 adults and 2 children (ages 12 and under). Additional guests may be added for a fee, which varies by resort.
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6. What if we have fewer than four travelers?
If your party has fewer than four guests, you will simply have additional space. Children under 12 are included in the occupancy count.
​7. How do certificates work and how do I redeem them?
Certificates are sponsored and serviced by a third-party provider. Activation requires a minimum of 60 days prior to check-in. Eligible destinations are listed in the certificate documentation.
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8. How long do we have to use our vacation getaway?
Your usage timeframe is listed on your invoice. If you cannot locate it, please contact us by phone, text, or email.
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9. What are resort fees and taxes?
Resort fees and taxes are government-mandated charges collected directly by the resort and typically range from $19.99 to $59.99 per night. Airfare, transportation, booking fees, taxes, and security deposits these costs are the traveler’s responsibility and are not included in the package price. They are only due at the time you finalize your reservation.
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10. Can more than one family travel together?
Most resorts do not allow group travel at wholesale rates. In most cases, more than two families traveling together is not permitted.
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11. Do we need a passport to travel internationally?
Yes. Please visit the U.S. Department of State website for passport requirements:
www.passports.state.gov
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12. How do we cancel our package?
All packages are sold on a non-refundable basis. Written cancellation requests may be submitted within 30 days of purchase by emailing support@platinumestays.com. After 30 days, packages remain 100% transferable to a qualified individual.
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14. How far in advance should we book?
We recommend 60 days’ notice for standard bookings and 90 days’ notice for holidays and peak travel seasons. Availability is subject to live inventory.
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15. Why are the vacations discounted?
Vacations are offered at wholesale pricing in exchange for attending a resort presentation lasting approximately 90–120 minutes, unless the stay is certificate-sponsored.
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16. Are destinations and resorts guaranteed?
Promotions feature select resorts. Additional options may be available based on destination and availability. Resorts are subject to change due to live inventory updates.
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17. Are airfare and transportation included?
No. Airfare and transportation are the responsibility of the traveler. Travelers are also responsible for meeting any vaccination or testing requirements. Visit www.cdc.gov for current travel guidelines.
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18. Is airport pickup included?
Many all-inclusive resorts offer airport transportation. Assistance may be provided during the reservation process. Transportation during the stay is the traveler’s responsibility. Some resorts do not offer airport pickup.
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19. What is a verification call and what documents are required?
Some all-inclusive resorts require a verification call and documentation such as identification, proof of cohabitation, and a major credit card. These requirements are set by the resort and typically occur closer to the check-in date.
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