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Day of Departure & While in Destination

Frequently asked questions and answers.

General Questions

Where do I find my Resort Representative and transfer vehicle when I arrive in destination?

Please refer to your travel documents to ensure that transfers are included in your vacation package, and how to locate your transfer vehicle upon arrival based on your destination. With Apple Vacations, transfers are included for passengers traveling to Mexico (except Loreto), Dominican Republic, our most popular Caribbean destinations and Costa Rica. In these destinations, a group of professional Resort Representatives from Amstar DMC will be waiting for you outside of the airport terminal to guide you to your transfer vehicle. They will be wearing blue tropical flowered shirts and carrying signs that read "Apple Vacations" and “Amstar DMC.” Some airport terminals are occupied by aggressive time share sellers, who may try to stop you as you exit the terminal and offer you freebies such as excursions. Please ignore them or you may miss your transfer.

Do you offer any tours or excursions?

We recommend booking excursions prior to departure. Please review a description of pre-bookable excursions available through Amstar DMC in Mexico, Dominican Republic, Jamaica, Costa Rica, Curaçao, St. Martin, Aruba, and the Hawaiian Islands. Be sure that the excursions you choose are suitable for your age and physical condition. See your Amstar/Worldstar Representative in resort to redeem pre-booked excursions. You may also book excursions after you arrive in resort. To ensure that you are choosing the best excursions operated by the most reliable independent local suppliers, be sure to book through your Apple Representative from Amstar DMC (or other independent destination management companies operating in resort and providing services to Apple Vacationers).

Upon arrival in Mexico, Costa Rica and our most popular Caribbean destinations, you will receive an invitation to our welcome briefing hosted by your Resort Representative, who will provide you with detailed information about the excursion offerings in your destination, and other valuable information and tips. If you miss the briefing, your Representative is likely to have posted desk hours at your hotel, and their contact information is provided in your travel documentation. There are no refunds for any unused portion of purchased excursions. You are responsible for getting to the pick-up location for any optional excursion, unless it is noted that hotel pick-up is included.

Flights

I am at the airport and my flight has been cancelled, what do I do?

Since you are at the airport, the fastest way to resolve the issue may be to talk directly to the airline ticketing counter representative. They can advise if you have already been re-accommodated on another flight or work to do so. We are also here to help! Our During Travel teams are available 24/7. We can work with you to secure alternative flights, hold your hotel reservation, and make any necessary adjustments to your stay. If you no longer wish to travel, please contact us. Remember, just because your flight is cancelled does not mean your hotel is! You could be subject to no show penalties if your hotel is not cancelled.

I am at the airport and my flight has been delayed, should I worry about my transfer?

As long as you are arriving on your original travel date, with your original flight mumber, and your air carrier remains the same, there is no need to contact us. If your flight number or air carrier has changed, or if you have been delayed to arrive the following day, please let us know via email at duringtravel@applevac.com or call.

I am at the airport and I missed my flight, what should I do?

Since you are at the airport, the fastest way to resolve the issue may be to talk directly to the airline ticketing counter representative. They can advise if you can be re-accommodated on another flight or possibly put you on standby for a later flight. We are also here to help! Our During Travel teams are available 24/7. We can work with you to secure alternative flights, hold your hotel reservation, and make any necessary adjustments to your stay (there may be additional cost). If you no longer wish to travel, you may cancel your reservation online. Please be advised that you are subject to the cancellation penalties and policies found here.

Hotels

How do I contact the Apple Vacations Representative Office in resort?

Your Representative Office contact information will be included on your travel documents.

How can I ensure that my valuable are safe in my room?

Valuables and other personal items are your responsibility. Most hotels offer safety deposit boxes (fee may apply). We recommend locking up cash, passports, jewelry and other valuables for security.

What are hotel check-in and check-out times?

Standard hotel check-in is 3:00pm and standard hotel check-out is mid-day. At the discretion of the hotel, a room MAY be made available for storing hand baggage or for changing prior to departure. It is advisable to pack all valuables, medicines and swimwear in your carry-on bag so that if immediate check-in is not available you can do a quick change and start your vacation.

Are there dining dress codes at my resort?

Many resorts have dress code requirements for dinner including proper footwear and no swim wear, and some require collared shirts and long pants for men. Ask your travel agent or visit the hotel's website.

What credit cards are accepted in resort?

Visa, MasterCard and American Express cards are accepted in most destinations. Most local banks and hotels provide a currency exchange. Mexican law restricts the amount of U.S. cash that Mexican banks, hotels and retail businesses can accept. The use of U.S. credit cards is unaffected by the restrictions on cash.