Policies

Policies

Couples Resorts accommodates adults only, couples only, guests that must be 18 years of age or older to book and stay at any of our resorts.

There is a minimum length of stay requirement on some dates and can be changed at any time for any period.

Minimum length of stay requirements  may vary for local residents, however, Jamaican residents must provide valid Jamaican ID to receive resident benefits.

Accommodation photographs are only a representation and not actual room floor plans.

Rates and Special Offers Terms & Conditions

Savings vary based on resort, room category, and travel dates. 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 is constantly updating availability. Prices are based on 2 adults in one room and can vary by selected day of check-in, length of stay, hotel selected, hotel room category and availability. Rates 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 charges
  • Wines
  • Gift shop
  • Romance Packages
  • Night Snorkeling

RESORT CREDITS MAY NOT BE USED FOR:

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

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 »

Deferred Payment


Couples Resorts is pleased to offer two deferred payment plans available only through Couples.com.

a) Traditional Deposit

Hotel only: At time of booking a 2-night deposit is required in addition to full payment of any optional items (eg: Travel Insurance, Spa, etc).

Hotel & Air: At time of booking a 2-night deposit is required in addition to full payment of flights and full payment of any optional items (eg: Travel Insurance, Spa, etc).

 

b) “LoveAway” Payment Plan:

Hotel only: At time of booking 100USD deposit is required in addition to full payment of any optional items (eg: Travel Insurance, Spa Treatments, etc).

The date that the reservation is confirmed will determine subsequent payment dates. Every 30 days, the guest’s credit card will be automatically charged 100USD. This process will be repeated each month until approximately 14 days prior to arrival when final payment is due at which point the remaining balance on the reservation will be charged.

Air&Hotel**: At time of booking 100USD deposit is required in addition to full payment of flights and full payment of any optional items (eg: Travel Insurance, Spa Treatments, etc).

The date that the reservation is confirmed will determine subsequent payment dates. Every 30 days, the guest’s credit card will be automatically charged 100USD. This process will be repeated each month until approximately 14 days prior to arrival when final payment is due at which point the remaining balance on the reservation will be charged.

All deferred PAYMENT plans require the full amount due 14 days prior to arrival. The credit card that was used for the initial payment(s) will automatically be charged any balance due.

** Per airline policies and rules, airfare must be paid in full at the time of the purchase.

 

Full Payment

Hotel Only:
Collected at the time of the booking. Please note that full payment is due for any travel booked within 14 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:
Full Payment can be collected at the time of the booking. Please note that full payment is due for any travel booked within 14 days of arrival date. 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.

Flight Reconfirmation 

The airline can modify flight schedules at any time. Couples Resorts will attempt to forward such notifications to the guest email provided at the time of booking. It is the passenger’s responsibility to reconfirm their flight with the airline 24 hours prior to the travel date (by checking directly on the airline website or by phone). Couples Resorts is not responsible for missed flights due to flight schedule changes.

Cancelation Policy


HOTEL: Cancellations up to 15 days prior to arrival will not incur any penalties as the hotel portion is refundable during this time.
 
Cancellations up to 14 days prior to arrival will incur penalties of 100% of the hotel price. Refunds are not issued for late arrivals or early departures. During peak season which may vary, cancellations up to 46 days prior to arrival will not incur any penalties as the hotel portion is refundable during this time. Cancellation up to 45 days prior to arrival during peak season will incur penalties of 100% of the hotel price.

LOCALS: Cancellations up to 8 days prior to arrival will not incur any penalties as the hotel portion is refundable during this time.
 
Cancellations up to 7 days prior to arrival will incur penalties of 100% of the hotel price.

OPTIONAL ITEMS: tours, spa treatments, or other optional items are payable in full at the time of the booking, however are refundable up to 15 days prior to arrival. Cancellation of optional items up to 14 days prior to arrival, are non-refundable.

AIRLINE TICKET*: Airline tickets are non-refundable. All changes are subject to the airlines rules and conditions and fees will apply. Name changes are not allowed.

*Couples Resorts is not responsible for airline unconfirmed segments. If such situation arises, Couples Resorts reservation staff will work with the guest and the airline representative to resolve the issue. If an alternative flight and pricing is not acceptable, the airline ticket will not be issued and collected payment will be refunded. There is a short delay between the time the booking is made when the credit card is charged and when the airline ticket is issued. Some airlines may require instant purchase. In some very rare occasions airfare may increase between the time the booking transaction was completed and the airline ticket is actually issued. Couples Resorts is not responsible for airline fare increase. If such situation arises, Couples Resorts will try to negotiate a rate adjustment, however, if unsuccessful guest will be contacted and advised that guest may pay for the fare increase or cancel the booking and the ticket will not be issued and collected money will be refunded.

 

Best Deal Guarantee*

If a guest has confirmed a booking directly and finds a better deal during the same confirmed travel dates,  and within 24 hours of original booking, Couples Resorts may agree to authorize the better deal, without penalty. Within 24 hours of flight purchases, if a direct guest finds a better deal with the same flight itinerary, Couples Resorts may agree to authorize the better deal, without penalty. Couples Resorts request for the change must be made with a travel agent or by calling 1-800-COUPLES. Please note that Couples Resorts reserves the right to limit the guarantee to certain offers and restrictions may apply. Best Deal is defined as the total value of nightly hotel only rate, plus added value offers.

Hurricane Policy

TRAVEL INSURANCE IS 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.

Travel insurance is offered only to US and Canadian residents and is non-refundable. For details please consult this link: http://www.tripmate.com/wpA438C

 

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, should the rate be higher, guests may be asked to pay the difference between original arrival date and new arrival date. 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 through December 15 of the current year, or July 15 through December 15 of the following year, 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 may be waived and guests may 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 and 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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