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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 your room accommodations, all meals and drinks, as well as daily and/or nightly entertainment and activities 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.

Additionaly, often times packages offered through Vacation Express 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!

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.

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 allowments, 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 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 regards 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, carseats, 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 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 fluctuality of the travel industry, pricing and options can change, and 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.

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 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 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.

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, however, you will need cash for tipping waitstaff, housekeeping and other services, or for purchasing merchandice from smaller markets/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 will take you 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, local customs, 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's expiration date should not be within six [6] months after your vacation's return date. 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 incur additional fees.

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?

There are no duties on entering the U.S. with dogs, cats and turtles, however 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.*

What kinds of things are not allowed to be packed 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.

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?

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


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