Policies

Rates and Special Offers Terms & Conditions

Savings vary based on hotel, room category, and travel dates selected. Minimum savings are reflective of price compared to the least expensive accommodation amongst all four Jamaica resorts during similar date range. Actual savings could be substantially more depending on resort and room category actually received. Sample rates shown may not represent current prices because our real-time pricing booking engine is constantly updating availability. Prices are based on 2 adults in one room and will vary by selected day of check in, length of stay, hotel selected, hotel room category, and availability. They do include service charges, taxes, gratuities, round trip transfers between Sangster International Airport (MBJ) and the resorts…and more.

RESORT CREDITS MAY BE USED FOR THE FOLLOWING AMENITIES:

  • Room Category Upgrades upon arrival at resort (subject to availability)
  • Spa and salon
  • Private dinners
  • Photos and photo packages from resort photographers
  • Telephone
  • Wines
  • Gift shop
  • Romance Packages

RESORT CREDITS MAY NOT BE USED FOR:

  • Scuba, including PADI certification and night dives
  • Casino tokens or anything related to the casino
  • Off site excursions
  • Arts, crafts, jewelry, hair braiding from outside vendors
  • Private transfers
  • Mandatory $500 vendor fee for outside photographers

Payment & Cancellation Policies

TRAVEL INSURANCE
Our Travel Protection is available only to guests that book directly with Couples Resorts. Otherwise please consult with your travel agent. Our travel insurance must be purchased prior or at the time of the final payment. If you purchase it within 7 days of deposit additional pre-existing conditions waiver will be included. Travel insurance is non-refundable. Full details »

CANCELLATION POLICY

  • Up to 46 days prior arrival: no penalty, deposit refundable
  • 45-30 days prior arrival: The $400 initial deposit is not refundable
  • 29-15 days prior arrival: 50% of the hotel price not refundable
  • 14 days and less: 100% of the hotel price not refundable

Hotel Package

We offer 3 payment options:

DEFERRED PAYMENT
A $400.00 deposit is required at the time of the booking with balance due 45 days prior arrival.

LOVE AWAY PLAN
For bookings made directly on couples.com, at least 180 days prior to arrival. A $100.00 deposit is required at the time of the reservation with an additional $100.00 automatically deducted from your credit card on file every month. The automatic payment schedule will stop when the full amount is collected; if there is a remaining balance 45 days prior arrival, balance will be charged in full.

FULL PAYMENT
Collected at the time of the booking. Please note that full payment is due for any travel booked within 45 days of the arrival date. Note: Any additional items such as travel insurance, donation to Issa Trust Foundation and other optional add-ons will be collected at the time of the booking and the amount will be added to the deposit due.

Hotel & Air Package

DEFERRED PAYMENT
A $1,500 deposit due at the time of the booking with balance due 45 days prior arrival.

LOVE AWAY PLAN
For bookings made directly on couples.com, at least 180 days prior to arrival. A $1,500 deposit is required at the time of the reservation with an additional $100.00 automatically deducted from your credit card on file every month. The automatic payment schedule will stop when the full amount is collected; if there is a remaining balance 45 days prior arrival, balance will be charged in full.

FULL PAYMENT
Full Payment can be collected at the time of the booking. Please note that full payment is due for any travel booked within 45 days of arrival date. Note: Per airline policies and rules airfare must be paid in full at the time of the purchase. In the event that the airfare is more expensive than $1500.00 the total due for the flight will be charged at the time of the booking. Note: Per airline policies and rules airfare must be paid in full at the time of the purchase.
Any additional items such as travel insurance, donation to Issa Trust Foundation and other optional add-ons will be collected at the time of the booking and the amount will be added to the deposit due.

CANCELLATION
The airline portion of your package is non-refundable. If you are unable to travel you must contact the airline to avoid "no show" penalty. Otherwise your air credit is valid up to one year from the date your airline ticket was issued. Airline fees to rebook will apply and vary among the carriers. Hotel portion: is subject to same cancellation rules listed above (HOTEL PACKAGES)

Hurricane Policy

TRAVEL INSURANCE RECOMMENDED

We strongly advocate the purchase of Travel Insurance in order to minimize any potential financial loss, as Couples Resorts is under no legal obligation to offer any form of compensation related to any storm event. The following policies below are offered as a gesture of goodwill and without prejudice. This applies to the hotel portion of the stay only. All airline related questions and policies should be directed to the appropriate carrier.

ARRIVING GUESTS

For arriving guests, penalties will be waived and options are as follows:

  • These guests will receive a Stay Credit (hotel only) and can elect and may chose to arrive within 30 days after the storm has passed, at the original rate, for the same number of nights. In this case, Couples Resorts will make every effort to confirm the dates and original room category. Couples Resorts is not responsible for airline fees.
  • Alternatively, these guests can receive the same Stay Credit (hotel only), but may stay for fewer nights and will receive a hotel credit valid for travel October 5, 2016 through December 15, 2016 or July 15, 2017 through December 15, 2017 for the number of nights not used (subject to availability at the resort). Couples Resorts is not responsible for airline fees. 

CANCELLATION

The airline portion for each guest’s package is non-refundable. If a guest is unable to travel, he or she must contact the airline to avoid "no show" penalty. Otherwise, his/her air credit is valid up to one year from the date his/her airline ticket was issued. Most airlines will have fees to rebook – this will be at the guest’s own expense.

Hotel portion: Subject to same cancellation rules listed above (See “Payment & Cancellation Policies”).

ON-PROPERTY GUESTS

For guests on property who feel the need to depart early:

  • Penalties will be waived and guests will receive a Stay Credit (hotel only) for travel July 15 through December 15, 2016 or July 15 through December 15, 2017 for the number of nights interrupted. This needs to be booked through the same channel as the original reservation. Couples Resorts is not responsible for airline fees.

For guests on property if the resort is damaged and remains closed for an extended period of time:

  • Guests may elect to stay at one of the other available Couples Resorts locations at the same rate and, if available, comparable room category. Should this option be utilized, no further compensation will be offered. Couples Resorts is not responsible for airline fees.
  • Alternatively, guests can elect to receive a Stay Credit (hotel only) and postpone their arrival for more than 30 days after storm has passed. In this case, Couples Resorts will authorize a full room credit for travel November 5, 2016 through December 15, 2016 or July 15, 2017 through December 15, 2017. Couples Resorts will guarantee the original rate (and category, if available) regardless of travel date. Couples Resorts is not responsible for airline fees.

 

For guests on property who are forced to extend their stay due to storm related flight delays.

  • Couples Resorts will charge a distressed traveler nightly rate per room per night for each extended night, to be paid upon departure. Couples Resorts is not responsible for airline fees. 

TRAVEL INSURANCE

For guests who purchased travel insurance through Couples Resorts:

  • Guests who booked directly with Couples Resorts had the option of purchasing TripMate travel protection prior or at the time of the final payment. These guests will receive a credit voucher in lieu of the compensation mentioned above. Guests will be able to use this dollar amount credit to purchase future trip without any blackout date restrictions.

THIRD-PARTY PROVIDERS

If a guests has products and services provided by third party suppliers included in his/her vacation, such as airline tickets, car rentals or vacation insurance:

  • Please contact these parties, as he/she may be responsible for any non-refundable payments, cancellation or change fees assessed by those suppliers.

HOW TO STAY UP-TO-DATE

In the event of an imminent hurricane, Couples Resorts will post regular advisories on the message board to inform guests of the travel dates covered by the Hurricane Policy. The message board will be updated for as long as it is necessary. If a guest’s travel date is not specified, standard cancellation/no-show penalties will apply. Couples Resorts utilizes the official website of the National Oceanic and Atmospheric Administration (www.noaa.gov), to determine projected path and strength probabilities. If a storm has been declared a hurricane and the resorts/destination appear within the "Cone of Influence" on the 3-Day Tracking Map, the following policies and procedures will apply.

In the event of a hurricane, each guest should consult with his/her airline and travel agent that booked the stay or call 1-800-COUPLES for more information.

The safety and well-being of all of our guests at Couples Resorts is of the utmost importance. Please be assured that the resort management and staff have the training, resources and experience to enable our guests to weather any storm.

 

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