Frequently Asked Questions

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1. What if I need to cancel my reservation?

If you cancel your reservation within 30 days we will 100% of your deposit. Cancellation requests must be received by 11:59 AM EST within 30 days of booking confirmation.You will receive a 50% refund for cancellations requested over 30 days and less than 15 days from your date of arrival. Request must be received by 11:59 AM EST.No refunds will be made for cancellations less than 15 days prior to your arrival. Any alteration or cancellation of a confirmed reservation must be sent by e-mail to

2. How do I get to the resort from the airport?

One of the benefits as traveling as our guest is that you will receive free airport transportation to our resorts in the Dominican Republic and Cancun Mexico. Guests are able to receive complimentary transportation via VIP Shuttle from and to Puerto Plata airport (or Punta Cana airport if they are staying in Presidential Suites Punta Cana, or Cancun airport for Grand Oasis Cancun, Grand Oasis Sens, Grand Oasis Palm, and All Ritmo).Once you receive your flight itinerary it is important that you forward it to us so that we can make the
proper arrangements with the resort. We must receive your flight itinerary and the number of passengers no later than 10 days prior to your arrival to allow for proper ground transportation scheduling.

3. What are the check in and check out times?

Please note that the check-in time for all accommodations is 3pm.
Should an airport transfer not be applicable, Check-in time is 3pm, with the option to pay for an early check-in. Rates are provided by the reception at the time of arrival.
Early check-in provides access to the complex areas only, as all accommodations are provided after 3pm of the arrival date specified on the confirmation.

In Tropical and Cofresi Palm/ the Check-out time is 1pm.
In Villas / Presidential Suites / Crown, Residence and Royal Suites the Check-out time is 11:30am.
In Presidential Suites Punta Cana check-out is 11am.
Late Checkout must be requested at the check-in with the hotel directly and will depend on hotel availability, this is allowed until 6pm.

4. How will the resort staff know I am entitled to VIP privileges at the resort?

As our guests, you will be able to take advantage of most of the privileges associated with a VIP Gold Level Membership with Lifestyle Holiday Vacation Club. You will receive a blue wrist band that will identify you as a guest member of a VIP Gold Level member. It is possible to upgrade to a gold band by paying an additional US $15.00 per bracelet per day at check-in time.
Any guests that you should wish to join you in resort that are not included with your confirmation will be subject to a daily charge US$200 and will be issued with a NON-VIP bracelet for the entire stay. Please note that our bracelets are re-usable and must be returned upon check-out: for each bracelet that is lost or returned broken or damaged, a fine of US$200 will be charged per bracelet.

5. What if we have additional guests that want to stay with us after we have made a reservation?

Should the size of your party increase from the number shown on your confirmation email you must notify us as minimum within 48 hours prior to arrival. Failure to do so may require an additional reservation and issue of NON-VIP bands. Should the size of your party decrease from the number shown on your confirmation email, you will need to inform you customer service representative by email as soon as possible so that a revised confirmation can be generated. Failure to do so will result in the Lead Passenger being charged all-inclusive fees for the number of people stated on the confirmation.

6. Can you tell me more about the All-Inclusive fee?

The all-inclusive rate is detailed on your confirmation email this will be charged at check-in for the number of persons listed on the confirmation. Children aged under 3 are free, children 3 to 11 years old receive 50% off the adult rate, in order to receive the reduced children’s all-inclusive rate, and photo identification will need to be provided. Should
you be unable to provide identification the adult all-inclusive rate will be charged The All-Inclusive fee covers all meals at resort restaurants, all alcoholic and non-alcoholic beverages, use of resort beaches, including exclusive VIP only beaches and all entertainment. As a VIP guest you will receive the very best in service so that you have a totally stress free vacation.