Group Services

A: The Groups Department's normal business hours are Monday through Friday from 9:00am to 7:00pm ET. We can be reached at 1-800-486-9777 by following the prompts for the Groups Department. If you call outside our normal business hours or if all Group Agents are busy, you may leave a voice mail for follow-up call. You may also e-mail us at groups@vacationexpress.com.

A: You may reach our Contact Center which is currently available daily from 5:00am to Midnight ET. For clients in destination, the phone number for our local reps at Nexus Tours can be found on your travel documents. For questions prior to travel, you may also email vesupport@vacationexpress.com. Once travel has commenced, you may email travelsupport@vacationexpress.com.

A: An Express Group is the easiest and most flexible way to book a group. A unique code is generated for you to apply to each individual reservation you create for the group on our website. The unique Express Code ties the bookings together so any applicable group amenities can be applied to each booking.

A: Depending on the hotel, the minimum requirement for an Express Group can be anywhere from 5-10 rooms. You must have 5 active rooms under deposit before you can request an Express Group code. Each supplier has a minimum number of rooms that must be booked before any concessions or discounts (where applicable) may be applied. This information is outlined in a confirmation letter once the code is generated. If your preferred hotel has a minimum requirement of 10 rooms before concessions are offered, you may choose to wait to request your code until you have reached the hotel’s minimum requirement, but the Vacation Express minimum requirement for code creation is 5 rooms. You can find a list of participating hotels above.

A: Booking as an Express Group allows you to access the lowest possible individual rates at the time of booking. There is no contract required, and payment terms follow our normal Terms and Conditions, offering more flexibility than a Contracted Group. Our Reduced Deposit Plan is also available for Express Groups. Group Amenities are offered depending on the supplier and minimum room requirements. These details will be outlined in your confirmation letter once the code is created, but we are happy to discuss in advance your preferred hotels' concessions to help you make the most informed decision.

A: In the list of participating hotels, you will find a dollar sign ($) next to those hotels that offer an additional discount based on the package price for each booking as follows:

DISCOUNT PROGRAM

Note: If you find that a competitor is offering a discount for a hotel that is not currently participating in the discount with Vacation Express, we can review on a case-by-case basis. Please provide the details that you are finding elsewhere, and we will work to match the offer.

A: To receive an Express Group Code, please complete the online form at https://www.vacationexpress.com/group-services/express-code-request.aspx. Once your code is requested, you should receive an email with a confirmation letter within 24-48 hours.

A: In order to request an Express Group Code, you must have a minimum of 5 active rooms under deposit. The Express Groups Team will apply the code to your 5 rooms once the code is generated. You will then apply the code to any subsequent bookings you make with us.

A: During the booking process, you will find a "Coupon Code or Group Code" box in which you may free-form type or copy and paste your code. This is located under Booking Options in the Shopping Cart.

A: The code is hotel-specific and cannot to be used for multiple properties; however, the code can be used for different sections within a specific brand. For example, The Hideaway at Royalton Punta Cana can be combined with rooms booked at Royalton Punta Cana.

A: Express Groups will follow the same Price Match Policy we have in place for individual reservations. For more information on how to request a Price Match, please visit https://www.vacationexpress.com/price-match/.

A: Some hotels do have a maximum number of rooms allowed. We will outline these details in your Express Group Code confirmation letter.

A: Email expressgroups@vacationexpress.com for questions related to:

• Code confirmation
• Code errors/changes to parameters of the code such as hotel, dates, etc.
• Discounts
• Concessions
• Nexus perks
• Questions or comments related to Rooming and Transfer Reports sent by the Express Groups team

For assistance creating or changing bookings, getting more rooms of a specific room category or any other issues associated with the bookings, please call our Contact Center at 800.309.4717.

A: We consider a group to be 15 adult passengers or more on the same itinerary for a Traditional/Contracted Group.

A: Booking as a Contracted Group ensures a block is set aside at the same price for everyone. Depending on the number of rooms or guests booked, we are also able to negotiate in advance the payment terms and reduction/cancellation policies along with the group concessions that each hotel provides. Maximizing group participation allows us to take full advantage of any complimentary travelers, upgrades or other inclusions offered by the resort.

A: To request a quote for a Contracted Group, please complete the online form at https://www.vacationexpress.com/group-services/traditional-group-request.aspx.

A: We work to provide a quote within 24-48 hours or 2 business days. In some cases, we may require more time such as when a request is made for a hotel and date for which we do not currently have all the details needed to create a contract.

A: It is important for us to know if your group is a Social, Wedding or Incentive group so that the group-specific terms can be correctly outlined.

A: In some cases, we can offer the same hotel rate for a group as is available for individual reservations. Most hotels also offer additional group amenities and concessions not offered for individuals. With airfare, it is not typically possible to offer the same rate to a group as is available for only two seats. Air carriers price available seats according to certain classes, and the number of available seats in each class is limited. We will do what we can to keep the price as competitive as possible, but the fare that one may find online for an individual reservation may simply not be available for a group. We will always work to provide the best possible group rates or offer something comparable within budget.

A: We are always willing to try to match or beat a competitor's group rate. Please provide any group quote you have received elsewhere so that we have the opportunity to match the rate and solidify your business with Vacation Express.

A: Yes, we will outline all pertinent payment and policy details in an official agreement that we will require you to initial and sign to secure the space.

A: The contract will outline your room block and pricing as well as airfare when applicable. Also provided are payment due dates and amounts as well as penalties for reductions and full group cancellations. We ask that you review all the information carefully and let us know of any concerns before signing. Once you sign the contract, you are agreeing to all details outlined.

A: We offer an Accounting Detail spreadsheet that is updated throughout the life of your Contracted Group. This spreadsheet will provide an itemized per-passenger breakdown of pricing to ensure we always agree on the grand total.

A: In most cases, travel documents can be ready to process 30-15 days prior to departure. It is crucial that we have final payment and all flight information before travel documents can be generated.