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Our commitment never wavers

For the last 20+ years we have been able to weather the unexpected storms that affect the travel industry. Our commitment to you, our valued members is why we focus on continuing to provide an extensive global support network.

While the influx of daily developments regarding the evolving situation with the Coronavirus (COVID-19) has caused a time of uncertainty for many travelers, the health and safety of our customers and dedication to providing information and links to resources remains our top priority. Whether you are anticipating your upcoming reservation, need to cancel a reservation or have questions about cruising, flying, renting a car, or staying at a hotel or resort—our travel service providers have worked tirelessly to prepare for your return and are here to help—from addressing concerns, answering questions and making adjustments for more flexible vacation options, to booking new reservations.

Please know that we continually seek guidance from the CDC, WHO and are in regular contact with our travel providers to monitor the evolving situation. We have seen an increase in bookings in the last month which mirrors the feedback we have received from our travel intent survey where members have shared an overwhelming desire to return to travel. We are excited to serve your needs and know that you may still have some questions about traveling or about any cancelations or future cruise and resort credits. We have assembled the information and links below in an effort to assist you.

Here, we hope to provide you with all of the resources needed to feel well informed when making travel decisions. We are in this together, and we will continue to make the health and safety of our members our number one priority. Please note, because this situation is very fluid, guidelines and recommendations listed on this page may change at any time.

We are proactively trying to reach all of our members with travel itineraries impacted due to the Coronavirus (COVID-19) situation to provide cancellation information and options. You should receive communication from us very soon.

If you wish to cancel one of your upcoming reservations, you may complete this form to start the cancellation process.

Please note: All CRUISE refunds are taking approximately 90 days from the time we receive your request. All HOTEL & RESORT, CAR refunds are taking a minimum of 30 days from the time we receive your request.

All AIR refunds are taking a minimum of 60 days, sometimes up to 90 days from the time we receive your request and the airlines provide their review.

We are experiencing extremely high call volume and it may be difficult to get your questions answered quickly. However, we want you to have peace of mind so we created this helpful resource to answer your questions.

We’d like to thank you for your continued confidence as we all navigate through this unprecedented time.

General Information

When can I expect my refund for my cancelled reservation?

For Cruise:

All refunds are taking approximately 90 days from the time we receive your request.

For Hotel, Resort, Car:

All HOTEL & RESORT, CAR refunds are taking a minimum of 30 days from the time we receive your request.

For Air:

All AIR refunds are taking a minimum of 60 days, sometimes up to 90 days from the time we receive your request and the airlines provide their review.

You may complete this form to start the cancellation process.

Longer than normal hold times

We are experiencing extremely high call volume with longer than normal holds at this time. As we strive to provide you the highest level of customer service, we appreciate your patience and understanding. If you are not traveling within the next 30 days, we recommend calling back at a later time, or you can email us at Cruiseservice@ourvacationcenter.com


U.S. Department of State – Travel Restrictions

Covid-19 travel restrictions are very fluid, therefore we ask that you please visit the following website for the most up-to-date travel information. https://travel.state.gov/content/travel/en/traveladvisories/ea/covid-19-information.html

This website also includes the latest CDC initiative effective January 26th:

Effective January 26, 2021, the Centers of Disease Control and Prevention (CDC) will require all air passengers entering the United States (including U.S. citizens and Legal Permanent Residents) to present a negative COVID-19 test, taken within three calendar days of departure or proof of recovery from the virus within the last 90 days. Airlines must confirm the negative test result or proof of recovery for all passengers two years of age and over prior to boarding. Airlines must deny boarding of passengers who do not provide documentation of a negative test or recovery. Please see CDC’s FAQ for answers to questions about the new requirement for proof of negative COVID-19 test or recovery from COVID-19 for all air passengers arriving in the United States.

Those traveling abroad should register for the Smart Traveler Enrollment Program (STEP). The Smart Traveler Enrollment Program is a free service that allows U.S. citizens traveling or living abroad to receive the latest security updates from the nearest U.S. embassy or consulate.

Benefits of enrolling in STEP:

  • You’ll receive the latest safety and security information for your destination country, so you can make informed decisions about your travel.
  • The information you provide enables the U.S. embassy or consulate to contact you in an emergency.

Travelers should also review and follow the Centers for Disease Control’s guidelines for the prevention of coronavirus as well as visit their hotel, resort, air, car or cruise line provider’s direct website for additional health and safety information and precautions.

Helpful Safety Tips for Travelers

Common Questions and information surrounding the Coronavirus (COVID-19) for travelers with upcoming reservations

What precautions should I take?

What steps can travelers take to protect themselves from the Coronavirus (COVID-19)?

Leading health authorities are urging the same personal best practices that are standard for a typical flu season, such as the following:

  • Avoid close contact with people who show signs of illness, including coughing or sneezing
  • Avoid touching your eyes, nose and mouth with unwashed hands
  • Wash your hands often with soap and water for at least 20 seconds
  • Use alcohol-based hand sanitizer that contains at least 60% alcohol if soap and water are not available

Source: U.S. Centers for Disease Control and Prevention; World Health Organization

Helpful Links Click Here for a list of Official Health and Association Websites

For specific information about cancellation policies for your cruise, hotel or resort, air or car please visit the links below.

CRUISE Lines have temporarily suspended operations

With enhanced security measures advised by government agencies like the Center for Disease Control (CDC) and the World Health Organization (WHO), cruise lines are proactively increasing communications to passengers with upcoming bookings regarding medical advisory tips, sanitization efforts and advanced health screenings.

Due to unforeseen recent events impacting some cruise lines, many operators have temporarily suspended itineraries and have cancelled sailings. For a list of cruise lines that have postponed sailings and their cancellation policies, please click here.

We are proactively trying to reach our members to provide options.

We are experiencing high call volume and it may be difficult to get your questions answered quickly. We are offering chat services online for our customers and members with cruise reservations and you can always email us at: Cruiseservice@ourvacationcenter.com

When can I expect my refund for my cancelled reservation?

For Cruise:

Please note: all refunds are taking approximately 90 days from the time we receive your request.

You may complete this form to start the cancellation process.

Want to learn more about the health and safety measures many cruise lines are taking and any additional precautions necessary for travel? Click Here

Common Questions and information for travelers with upcoming Cruise reservations

Have questions about an upcoming reservation that has not been cancelled?

Due to the high volume of calls we are receiving from customers with cancelled reservations, please email us with any questions about your reservation at Cruiseservice@ourvacationcenter.com


What should I expect when I board my cruise?

To ensure the safety of all guests, cruise lines have enhanced their preventative screening process for embarkation. Including robust outbreak prevention and response plans, including procedures to provide care for and isolate passengers and crew if needed.

Additionally, all guests may be subject to random screening at any time while aboard. If a guest exhibits signs of illness, temperature screenings will be taken and medical support provided as needed.


How will I know if my cruise itinerary is impacted by the virus?

We are working closely with the cruise lines to keep you informed about the Coronavirus outbreak and how it may affect some of our members’ travel plans. As cruise lines announce cancellations or changes to their itineraries, we will reach out to you via email and/or phone if your sailing has been impacted. A travel agent will discuss your options and assist you with next steps on your booking.

For a list of cruise lines that have postponed sailings and their cancellation policies, please click here.


Can I cancel my cruise if my itinerary is impacted?

Some impacts are more significant than others. If your sailing is cancelled due to a travel advisory, we will notify you and work with you to make any cancellations or changes.

Some itineraries are adjusted by the cruise line with a simple port change within the itinerary. If the cruise line cancels your itinerary entirely, they may give you credit for a future cruise, or perhaps a full refund. For more information, you can visit the cruise line website for the most up-to-date policies.

You may complete this form to start the cancellation process.

Please note: all refunds are taking approximately 90 days from the time we receive your request.

Do you need to cancel an upcoming reservation for a cruise, air, rental car, hotel or resort booking?

Effective January 26, 2021, the Centers of Disease Control and Prevention (CDC)  will require all air passengers entering the United States (including U.S. citizens and Legal Permanent Residents) to present a negative COVID-19 test, taken within three calendar days of departure or proof of recovery from the virus within the last 90 days. Airlines must confirm the negative test result or proof of recovery for all passengers two years of age and over prior to boarding. Airlines must deny boarding passengers who do not provide documentation of a negative test or recovery. Please see CDC’s FAQ for answers to questions about the new requirement for proof of negative COVID-19 test or recovery from COVID-19 for all air passengers arriving in the United States.

For additional information regarding your specific travel, please Click here for a list of preferred partners:

For Cruise Reservations

If the cruise line has cancelled or postponed your sailing, we are working with them to process your paperwork. Most cruise lines are requesting 90 days from the time your request is received to process cancellations. We are working diligently to notify you regarding any refund or future cruise credit. We will contact you with all relevant information as soon as we are able to process the cancellation and obtain the complete details from the cruise line.

If you need to cancel a cruise reservation that is not scheduled to sail within the next 14 days, we ask that you please wait until closer to your embarkation date to contact us so we can focus on customers with immediate needs.

If you are scheduled to embark within 14 days, please complete this form.

You will receive a confirmation of receipt email with your submission number and we will process your cancellation and contact you within 90 days from the time we receive your request regarding any potential refunds or future cruise credits that may be available. Most cruise lines have adopted temporary flexible cancellation policies. Visit your cruise line website for up to date information on their specific cancellation policies. For a list of cruise lines that have postponed sailings and their cancellation policies, please click here.


For Hotel Reservations

Are you trying to get a refund for your Hotel reservation?

Exceptions are no longer being made for non-refundable hotel reservations. We suggest purchasing Travel Insurance should you need to cancel due to a covered reason.

If you received a hotel closure notification?

No action is needed on your part. We have taken steps to expedite handling of your cancellation.

If I was issued a Future Hotel Credit (FRC) in 2020, when did it expire?

Your Future Hotel Credit expired December 31, 2020. All travel must have been completed on or before this date. Any remaining balance is non-refundable and has no cash value.

If you used a hotel certificate to book your cancelled booking:

Reactivation has already occurred. Your certificate can be used to book your next Hotel Vacation before December 31, 2020, or your original certificate expiration date, whichever is longer.

If you used Vacation Cash, Points, or Savings Credits to book your cancelled booking:

Reactivation has already occurred and can be used to book your next Hotel Vacation any time before December 31, 2020.

Want to learn more about the health and safety measures many hotel brands are taking and any additional precautions necessary for travel? Click Here


For Resort Reservations

Are you trying to get a refund for your Resort reservation?

Standard cancellation policies apply.

What is a Future Resort Credit?

In 2020, to help our members with cancelled resort reservations due to Covid-19, we implemented this program and worked with our resort partners to implement.

Future Resort Credits were calculated based on the amount you paid out of pocket for your cancelled reservation less the cost of cancellation waiver and any usage of vacation cash, points, or savings credits if applicable.

For resort reservations without cancellation waiver, Future Resort Credits were calculated based on the amount you paid out of pocket for your cancelled reservation less the cost of cancellation waiver and any usage of vacation cash, points, or savings credits if applicable.

For reservations with cancellation waiver, we have issued you a Future Resort Credit, a 25% Bonus Future Resort Credit, and a Future Cancellation Waiver Credit.

Where do I find my Future Resort Credit Amount?

You can find the details of what has been deposited into your membership account on your resort cancellation notification and online.

Login to your online account and navigate to the “My Account” link in the upper right-hand section of your homepage. Click that link and scroll down to see your “My Cash” section.

How can I use my Future Resort Credit?

You can call us when you are ready to plan your next vacation. All travel must be completed on or before June 30, 2021.

What can I use my Future Resort Credit For and When Does it Expire?

Your Future Resort Credit can be applied towards the purchase of your next Resort Vacation when you book the same resort, or within the same family of resorts if available, you booked on your cancelled reservation.

Your Future Resort Credit has been extended until June 30, 2021. All travel must be completed on or before this date.

You can apply your Future Resort Credit toward the cost of a new reservation. You will be responsible for any additional charges over the amount of your Future Resort Credit.

Any remaining balance on your Future Resort Credit is non-refundable, has no cash value, and will expire on June 30, 2021, if not used. Your account must be active and in good standing to use your Future Resort Credit. If you cancel your booking that was made using any amount of Future Resort Credit, the Future Resort Credit will be the last funds applied against any cancellation penalty, as applicable.

If any balance remains, you may use your Future Resort Credit towards a purchase of a future cruise, resort, tour, or car reservation if available within your membership and if used prior to the expiration date. Future Resort Credits may not be used for air travel. Other terms and conditions may apply.

How Can I Use My Future Cancellation Waiver Credit?

You may use your Future Cancellation Waiver Credit on your next Resort Vacation booked through us. Your Future Cancellation Waiver Credit may only be used once. If your future Resort Vacation booked using this Cancellation Waiver Credit is cancelled, standard cancellation rules will apply as found on your resort reservation receipt confirmation terms and conditions.

If you used a resort certificate to book your cancelled booking:

Reactivation has already occurred. Your certificate can be used to book your next Resort Vacation for travel on or before June 30, 2021, or your original certificate expiration date, whichever is longer.

If you used Vacation Cash, Points, or Savings Credits to book your cancelled booking:

Reactivation has already occurred and can be used to book your next Resort Vacation for travel on or before June 30, 2021.

Want to learn more about the health and safety measures many resort brands are taking and any additional precautions necessary for travel? Click Here


For Air Reservations

Are you trying to cancel or get a refund for your flights?

Most major airlines are waiving change fees for travelers with flights to restricted areas. Some of the airlines are waiving fees to other destinations or are allowing travelers to make one-time changes with no penalties. If you have booked your flights with us, you can speak with an air rep. If you have booked your flights through the cruise line, their policy will be the same as the policy on your current itinerary. Please check with the airline’s website for the most up-do date information.

If your reservation is nonrefundable but, you would like to cancel because this is a Coronavirus (COVID-19) related claim, you should complete this form to start the cancellation process. Should we need more information, an agent will reach out to you. Otherwise we will process your request and send you a confirmation once it is completed.

Please note: All AIR refunds are taking a minimum of 60 days, sometimes up to 90 days from the time we receive your request and the airlines provide their review.

Want to learn more about the health and safety measures many air providers are taking and any additional precautions needed for travel? Click Here


For Rental Car Reservations

Are you trying to cancel or get a refund for your rental car reservation?

The car rental can be cancelled as long as it has not been picked up at the Car Rental Agency. With most Car Rental Agencies, you will not be charged if you have not picked up your car. Please check with the rental car company’s website for the most up-do date information.

If your reservation is nonrefundable but, you would like to cancel because this is a Coronavirus (COVID-19) related claim, you should complete this form to start the cancellation process. Should we need more information, an agent will reach out to you. Otherwise we will process your request and send you a confirmation once it is completed.

Please note: all car rental refunds are taking approximately 30 days from the time we receive your request.

Want to learn more about the health and safety measures many car rental providers are taking and any additional precautions necessary for travel? Click Here


Official Health and Association Websites

Center for Disease Control Coronavirus Home Page:
https://www.cdc.gov/coronavirus/index.html

Prevention and Treatment:
https://www.cdc.gov/coronavirus/2019-ncov/about/prevention-treatment.html

World Health Organization Coronavirus Home Page:
https://www.who.int/health-topics/coronavirus