Frequently Asked Questions (FAQs)
General Information Questions
How does the Rewards CashSM program work?
Redeeming Rewards CashSM for products is simple. Click on the icon for your selected product and follow the easy instructions. You will be shown the current retail price as well as the amount of Rewards CashSM that you may redeem towards the purchase of your selection. Once the transaction is confirmed, provide your major credit card to cover the remaining unpaid balance after redeeming your Rewards CashSM. The amount of Rewards CashSM that you have redeemed is then deducted from your account balance
Can I pay in full for a product or service with Rewards CashSM, if I have enough of a balance in my account?
No, you may only redeem a specified amount of Rewards CashSM towards the purchase of our offered products and services. You are unable to pay in full for the purchase with Rewards CashSM. The amount of Rewards CashSM you may redeem varies, depending on the supplier, and represents savings ranging from 10% to 70%. The purchase balance remaining after redeeming your Rewards CashSM must be paid for with your major credit card at the time of the transaction.
Can I make reservations or purchases for family or friends?
Yes, you can make reservations and/or purchases for family and friends.
Can I use other discounts or coupons with this offer?
The redemption of Rewards CashSM may not be combined with any other discounts or coupons of any type.
Can I get a check or cash for any unused balance in my Rewards CashSM Account?
The only method to redeem Rewards CashSM is by purchasing products or services on this website or from our call center or designated affiliate. Rewards CashSM has no cash surrender value for all or part of your unused balance.
What should I do if I'm experiencing a problem with my browser?
Our website has been tested and functions best with Internet Explorer (IE), Netscape and Mozilla. All new PC's come with one of these browsers installed as their default browser, and ISP services, such as AOL, MSN, Earthlink, Netzero, etc., make use of these browsers for their service by default. If you are experiencing difficulty with the display of pages in this site, make sure you are using one of the above listed browsers.
How can I speak with an agent?
Agents are available Monday to Friday 9AM to 6:30 PM, and Saturday 10 AM to 3 PM EST, at 1-866-25REWARDS. If you need help outside these hours please select Contact Us and send an email, and an agent will get back to you as soon as possible.
General Travel Questions
How much advanced notice do I need, to make a reservation?
Reservations are always subject to availability, but here are some general guidelines:
HOTELS/CONDOS: This varies by hotel. Many require only 24 to 48 hours advance notice. There are some locations, however, that require 7 or more days in advance for reservations. Remember, the further in advance you make your reservations the better the availability with far more locations to choose from.
CRUISE: There are no advanced booking requirements for cruise bookings.
When I check-in, what documents will I need to bring with me?
CRUISE: You must have your cruise confirmation documents to board the ship. U.S. citizens must present a valid U.S. passport for each passenger, regardless of age, along with any required applicable visas and documents. Non U.S. citizens must check with the appropriate authorities to determine documentation needed for travel. Failure to provide these items may result in denial of boarding.
Travel Related Questions
Can I make reservations directly with the hotels?
All reservations must be made through the Rewards CashSM website, www.destinationrewards.com, call center, or designated affiliate.
How do I cancel a reservation?
Simply go to the 'MY ACCOUNT' section and select cancel next to the reservation that you need to cancel. You should receive a cancellation confirmation within 24 hours via email. Please remember: cancellations must be made only with Rewards CashSM and not the property directly. A refund will not be processed and additional cancellation penalties may apply, unless you cancel directly with Rewards CashSM. All terms of the original cancellation policy provided to you at the time you made your reservation will be imposed.
Are there any cancellation penalties or fees?
Each property has a specific cancellation fee policy that is disclosed to you before you complete your reservation. Cancellation policies vary. Penalties range from 'No Cancellation Fee' if you are outside the stated cancellation period, up to a completely non-refundable penalty.
How do I get a refund or credit when I cancel a reservation?
All refunds are credited back to your credit card account within 72 hours of the cancellation. Any and all cancellation fees or charges, if applicable, are reflected in the credit amount posted to your credit card account. The amount of Rewards CashSM that you redeemed to apply to your reservation is credited back to your Rewards CashSM Account.
I made a reservation or cancelled a reservation and lost my confirmation page, how do I get another copy?
At any time just visit the website and select the MY ACCOUNT section. In this area your current and past activity is archived. You can obtain a new copy of your confirmation or a copy of a cancellation.
Where do the rates for this offer come from?
Our website is interfaced in real-time to the central reservation system of each travel supplier. Your Rewards CashSM amount is applied to the lowest unrestricted published rate.
What are Destination Picks?
Destination Picks reflect our company's current choice of supplier offers.
Cruise Questions
What are the deposit and final payment requirements?
Deposit requirements will vary, based upon your proximity to travel, cost of the trip and the cruise line it is booked through. Final payment requirements also vary depending on the package selected. Due dates range anywhere from 60 days prior to departure to 150 days prior. For additional information for cruise line general deposit/final payment and cancellation policies please click on the More Info option on the cruise page.
How will I know when my final payment is due?
Your e-invoice will advise when your final payment is due. Please keep in mind that it is ultimately the passenger's responsibility to ensure that their reservation is paid in full by the due date. In all cases, the cruise lines and tour operators reserve the right to cancel any reservation that has not been paid in full by the specified date.
What are the taxes and port charges?
The port charges include taxes and fees assessed by governmental and other agencies, costs incident to entering and leaving ports such as pilotage, costs incurred while in port such as stevedoring, waste removal, and payroll for port-related functions. Taxes associated with flights, if you have purchased any, would also be included.
Can additional passengers be added to a reservation after payment has been applied?
All rates are based on the present occupancy and availability. While in most cases, it is possible to add an extra person, providing the room permits this, your present rate will not be protected and could possibly change. The person you are adding could pay a different rate as well, and there may be change fees involved. In addition, in some cases, changes will not be permitted particularly in the case of cruises where they sometimes reach their maximum passenger capacity.
What happens if my flight is delayed for the cruise?
Both the cruise line and airline will work to assist in getting you to the ship. In the event of minor scheduling delays or flight cancellations, speak to the airline first, to find out when you will be able to depart. Then, contact our Customer Service Department, who will alert the cruise line to your situation. For major delays and flight cancellations, the resolutions are determined on a case-by-case basis. In some instances, the airline will fly you to the next port of call. In other instances, the airline may provide hotel accommodations or other options. We recommend advising the airline that you are on your way to meet a cruise ship. The airline may then prioritize you above other passengers. Please consider the purchase of travel insurance, as there may be times when the airline and cruise line cannot help you, but the insurance can.
What Proof of Citizenship do I need for my vacation? Do I need a passport?
Passports are presently required for air travel to or from Europe, Canada, Mexico, Central and South America, the Caribbean, The Bahamas and Bermuda. Soon the U.S. Government will require all Cruise passengers (including U.S. citizens) to be in possession of a valid passport when traveling on any cruise. Foreign nationals should contact their respective governments to obtain further details. This requirement may become effective as early as Summer 2008. We strongly recommend that all guests travel with a valid passport during their cruise. This will enable guests to fly from the U.S. to meet their ship at the first port should they miss their scheduled embarkation; and allow guests that must debark the ship before their cruise ends to fly back to the U.S. without significant delays and complications.
Can I cancel my cruise reservation?
If you must cancel your reserved cruise, please e-mail our cruise fulfillment partner at info@lorrainetravel.com. Cancellation policies vary by cruise lines, and they typically increase incrementally as the travel date approaches. For a courtesy overview of information for respective cruise line cancellation policies, please click on the More Info option on the cruise page. It is the sole responsibility of the passenger to be familiar with the penalties assessed for cancellation. In addition to any fees assessed by the cruise line a $50 administrative fee for all cancellations will apply once final payment has been made. To protect yourself from penalties for canceling due to medical reasons, we encourage you to purchase a Travel Protection plan. Detailed information on coverage and premiums is available by contacting our cruise fulfillment partner, Lorraine Travel, at 888-204-0366, Monday - Friday 9am-6:30pm, eastern and Saturday 10am-3pm, eastern. To make it easy for you, simply dial 0 for operator to bypass the selections.
Are cruise itineraries subject to change?
Cruise lines attempt to follow published schedules as closely as possible, yet this is not always feasible. Regrettably, any cruise line reserves the right to change a scheduled itinerary without prior notice. Situations which may call for an itinerary change are strikes, lockouts, weather, riots, and mechanical difficulties, to name a few. Cruise lines are not held legally liable for any loss to guests by cancellation, advancement, deviation, substitution, or postponement. If an itinerary change is necessary, cruise lines may substitute another ship or port of call, and they will always attempt to keep passengers informed of changes.
I'm already booked, is there a way I can access my reservation online?
Yes! You can go to the My Account section on our website at any time to review your reservation and to make your final payment.
Flight Questions
Can I make reservations directly with the airline?
All airline reservations must be made through the Rewards CashSM website, www.destinationrewards.com, call center, or designated affiliate.
I purchased an airline ticket and lost my confirmation page, how do I get another copy?
At any time visit the website and select the MY ACCOUNT section. In this area your current and past activity is archived. You can obtain a new copy of your confirmation.
Can I change my airline ticket?
Airline tickets are non-refundable, non-transferable, and non-endorseable. Name changes are not permitted. Any changes to an existing airline reservation will result in penalties or change fees assessed by the airline and the travel supplier, paid to Program Manager and/or its designee.
What are e-tickets?
Electronic tickets (e-tickets) eliminate the need for paper tickets and are standard procedure for most major airlines. When you purchase your ticket thru this site you will receive an email confirmation when the e-ticket is issued.
What will I need to go through airport security?
You will need to present a valid government issued photo ID, such as a driver's license or passport and an AIRLINE ISSUED BOARDING PASS for the date of travel.
How do I get the Airline Issued Boarding Pass?
There are ways for you to obtain your Boarding Pass - at the airline's ticket counter, curbside check-in, or the airline's self-service ticket kiosk.
Will my ticket include all charges?
There are certain destinations that charge departure taxes at check-in and may not be included in the fees charged by the Program Manager. These destinations do not permit those charges to be prepaid on your ticket and must be paid at departure and may have to be paid in local currency.
Will I receive Frequent Flyer credit for my ticket?
You will need to contact the airline and provide them with your frequent flyer number. Airlines reserve the right to not apply frequent flyer credit for certain airfares. The application of mileage credit to your account is at the sole discretion of the airline.
Condo Questions
How do I use my rewards?
Each time you select a unit of inventory in our system (for a Resort Condominium, Hotel, or Cruise); our website will reveal what portion of the purchase that you may pay with your Rewards. The remaining balance due may be paid by using any major credit card.
With such great pricing, there must be some restrictions, right?
Yes, but they are mild. Most (not all) condo properties are available only on a weekly basis with check-in usually on a Friday, Saturday, or Sunday. The pricing we receive is based on weekly stays, but in many cases, you will see a savings even if you only stay four to five nights. Also, we cannot change the location of your unit within the property. These are frequently leased units that are reserved through the year for our use or pre-assigned units owned by others in our network.
Do I pay for a condo vacation by check or credit card?
Only credit cards are accepted to confirm online condo vacations
What type of amenities do the condominium resorts offer?
Amenities may vary greatly from resort to resort and area to area. They range from basic condo units with few or no on-site amenities to five-star resort properties with on-site entertainment, swim-up bar, tour desk, restaurants, gym, saunas and in-unit Jacuzzis. We will try to find the best resort available at the time of reservation to fit your particular needs and your price range.
What size accommodations are generally available to the Condo Rewards Program?
You will find a wide range of accommodations including hotel units, studios, one-, two-, and three-bedroom condominiums. Depending on the room type selected, accommodations sleep two to twelve people.
How far in advance of my desired check-in date should I make a reservation?
While the bulk of the inventory is available 4-8 months out, many opportunities exist for reservations as far as twelve months in advance. Availability of short-notice opportunities varies between 4 and 60 days prior to your desired date of arrival. If you are making travel arrangements for a holiday, plan as far ahead as a year.
Are there many resorts in the United States major cities?
These are what we commonly refer to as an "Urban Destinations". Travel trends do not promote a full week stay in a heavily populated city landscape. Instead, these short trips are more commonly referred to as Getaways, or Escapes. Most travelers take Getaways with a plan for just a few days of taking in the sights and enjoying the local cuisine.
If something happens that my family and I am not able to stay during our reservation am I able cancel my trip and receive a refund?
We understand that something may occur that could hinder or interfere with a planned vacation. Although we do sympathize with these dilemmas, unfortunately we are unable to refund a traveler any portion of payment as stated in our TERMS AND CONDITIONS. However, we do offer Travel Protection for your trip and this can be purchased through the fulfillment office.
Am I able to check-out of a week-long resort stay early?
As surprised as a resort would be to hear that you would like to leave their property before your scheduled check-out date and time, they will absolutely allow an early check-out.
Am I able to check into the resort a day or two later than I am expected to be there?
Normally, you may arrive up to 36 hours after your scheduled check-in day and time. However, please make sure you bring your confirmation. It would also be advantageous to give the resort a courtesy call informing them of your late arrival.
If I check-in late or check-out early is my expense pro-rated?
The pricing is at a fixed rate based on an eight-day and seven-night stay regardless of the number of nights you actually stay in the room and use the resort facilities.
What does "Additional Fees Required" mean?
Usually this phrase is found on the website and relates to inventory located in Mexico, South America, and the Caribbean. Along with the booking rate, there are also extra mandatory daily fees entitling the guests to all the food and beverages provided on the resort property. These fees are normally per person. We do suggest booking this inventory through the fulfillment office via the Request Hotline. Our staff will be able to provide you with more details and accurate pricing.
What currency is displayed on the website when booking condominiums?
All bookings made through this website are displayed in United States Dollars.
Common Terms
Hotel Unit
Exactly as it sounds a hotel room, which depending on occupancy level has either one king size bed or two double beds.
Studio Unit
A room with a living area and sleeping accommodations combined which depending on occupancy level sleeps two or four people, often with some type of kitchen facilities.
One Bedroom
Similar to a one bedroom apartment in its layout, always sleeps four people comfortably. It has a master bedroom, living area, dinning area, and full kitchen.
Two Bedroom
Similar in size and layout to a bedroom condominium, always sleeps four to six people comfortably. It has a master bedroom, guest bedroom, one or two bathrooms, living area, dining area, and a full kitchen.
Three Bedroom
Similar in size and layout to a three bedroom condominium, always sleeps six to eight people comfortably. It has a master bedroom, two or three bathrooms, living area, dinning area, and a full kitchen.
Maximum Occupancy
The number of people who can sleep in this unit without having to utilize sofa sleepers, Murphy beds, and others.
Privacy Occupancy
The number of people who can sleep in this unit without having to utilize sofa sleepers, etc.
Ocean View
Most resorts located on a body of water have these descriptions. It means you can see the water form a side view from your balcony.
Ocean Front
Most resorts located on a body of water have this description. It means that you have a direct view of the water from your balcony. Your balcony is centered as being the direct view of the water.
Amenities
Often resorts will offer activities, extras, and fun stuff for you and your guests to do on the property, sometimes for a small fee and sometimes for no fee at all.
On Site Amenities
These are activities and facilities located directly on the resort property.
Other Amenities
These are activities or facilities found nearby (meaning less than 15 miles away); often resorts will have deals with local businesses and vendors to give their guests a discount.
Deposits and Fees
Some resorts require guests to pay a security deposit, a utilities surcharge, and/or a special service fee. The guest won't know until time of Check-In if these fees are applicable.
Seasonal Designations
Just like the rest of the travel industry we are subject to high demand (peak seasons) and low demand (off peak seasons). These will vary depending on location and time of the year. However there are a handful of destinations that never have an off season.
All-Inclusive Resorts
The concept is you purchase your amenities and meal package upon check in; most are mandatory, meaning you must pay; but some are optional, meaning you can go on a daily basis.
Gold Crown Resort
This particular resort provides a consistently superior level of service; usually is loaded with lots of activities and amenities; usually has mort square footage in their units.
Full Kitchen
Includes a refrigerator, sink, and conventional oven.
Mini Kitchen
Includes same basic appliances but they are smaller than standard.
Partial Kitchen
Probably will not feature all the basic appliances found in a full kitchen.
Custom Request
Usually turned in by a reservationists/vacation specialist or online by a member because we do not have what they are looking for.
Short Notice Condos
Resort condominium accommodations that represent truly incredible values that are available 60 days or less from arrival date.
Select Condos
Resort condominium accommodations at prices that are considerable below rates available to the general public.
Urban Destinations
This commonly refers to travel to resorts in major cities in the United States. Travel trends do not usually promote a full week stay in a heavily populated area.
Getaways/Escapes
Usually trip less than 7 days to major cities in the United States.
Length of Condo Stay
Usually refers to most (not all) condo stays being based on a 7 day stay with check in usually on a Friday, Saturday, or Sunday.