Frequently Asked Questions
Attention Club Caribe
Protect yourself from resale scams! Click the link below for important information that affects all timeshare owners. Remember, being informed is your #1 defense against resale fraud!
Who manages the Villa del Palmar Cancun?
Villa del Palmar Cancun contracts with a servicing company, ResortCom, to provide off-site management services for your resort, including reservations, loan and maintenance fee payments, collections, newsletters and communication and other services. On-site management services like Front Desk, housekeeping, bell staff etc are provided by the Developer's property management company in Mexico.
How do I get a hold of my Member Service representatives?
Online - Many of the services are available online when you log in securely with your username and password. To manage your account online, please click here.
Via Phone - To contact Member Services call toll free 1-866-668-9261, fax 1-619-209-5920, outside US or Canada 1-619-209-5944. Member Services is open Monday-Friday 6am-8 pm PST and Saturday-Sunday from 8am-5pm PST.
Via Email - Send your inquiries to: email@example.com.
Mailing Address - 6850 Bermuda Road, Las Vegas NV 89119.
What is the address for the resort?
Villa del Palmar Cancun Carretera Punta Sam, KM 5.200 MZ9, SMZ2, L3 Isla Mujeres Quintana Roo, Mexico 77500 Phone 011-52-998-193-2600.
Reservations & Benefits
What is my reservation deadline?
VPA banking deadline is November 1st.
I was issued a “Bonus Week” or “VIP Week” at the point of sale. How do I book this unit?
Please refer to the 800 number listed on your certificate to make your arrangements.
Can I check room availability on your website?
Yes, please log into your account by clicking here to view availability. If you do not have an account or can’t remember your login and password, please contact Member Services immediately at: firstname.lastname@example.org. Current registered users only need to enter their username and password. “First-time” users will need to 1) click on the “here” area within the member login page 2) fill out the required information and 3) click the “register” button. Your online account is immediately ready for use upon the completion of these simple steps.
Why is there no availability when I call, but I can book nights on websites like Expedia.com?
Villa Del Palmar Resorts were built by the developer, the Villa Group. As each week is sold to an owner, that inventory goes to the VDP Cancun members. But the unsold weeks still belong to the developer. In order to minimize costs and keep the hotel as full as possible, the developer may sell this unsold space to wholesale companies like Expedia or other travel companies. This is why you might see advertisements online for space when you cannot book it through the Club. As more members purchase weeks at Villa del Palmar Cancun, more weeks will be in the "pool" and available for member reservations.
Can I upgrade my unit to a larger unit size or higher season?
Yes! Please contact Member Services to inquire about rates and restrictions.
Why are there restrictions on upgrading my unit to a larger size or higher season?
Although the resort wants to provide you with as many options as possible when using your membership, we have a commitment to make sure that owners of these units or seasons have first choice. Any time that we restrict an upgrade, it is to protect the members that have purchased that inventory.
Why can’t I request a specific unit or location prior to arrival?
Due to the volume of room requests at the resorts, the resort is not able to accept room requests prior to arrival. If you should have special requirements based on a medical condition, please contact Member Services so that we may make arrangements for you.
What is Vacation Banking?
Vacation Banking is an option that allows you to "save" your vacation points each year. There is no fee for VPA members unless you miss your deadline, after which the fee is $70 per week.
I thought that by using the Club’s Vacation Banking option, my points would be saved each year?
Although we do allow you to save points up to five consecutive years in a row, you must "re-bank" each year. There is no banking fee for VPA members unless you miss your deadline, after which the fee is $70.
Isn't my week automatically "banked" if I don’t use it?
Unfortunately, we do not have any program that will automatically save your weeks for you. To save unused weeks, make sure that you contact Member Services by the reservation deadline each year.
What travel protection do I receive with my benefits?
ResortCom has partnered with On Call International to provide medical and travel assistance when you need it the most. With different plan options, we want to make sure that you understand what the different On Call plans entail and the benefits available to you as our valued member. Click here for more information on the On Call plan options or call (866) 816-2087 with any inquiries.
What amenities are available at the resort?
Please refer to the Resort Tab for Resort Amenities.
What amenities are available in the rooms?
Please refer to the Resort Tab for Villa Suite Amenities.
What activities are available at the resort?
Please refer to the Resort Tab for Activities on property and locally.
Is the Resort Handicapped Accessible?
Yes, the lobby and all common areas are wheelchair accessible. Please make sure to note any special requirements with your Member Service representative who will make sure that the appropriate accommodations are reserved for your vacation. Additionally, there are units equipped with safety features for the disabled.
How far is the resort from the airport? Do you offer airport transfers?
The airport is located 12 miles west of the Hotel Zone, a 40 minute drive to Cancun, and just under a half hour to the paradise location at Villa Del Palmar Cancun. Airport Transfers are handled through our local Shuttle Company. Maximum passengers per van is 6. Please note you may need to share a ride with other Villa del Palmar passengers. This convenient service can be scheduled while making your reservation, during your Pre-Arrival call, or can be booked directly online here. Upon arriving at Cancun Airport, after customs and immigration, proceed directly to the counter at the far end of the corridor. BYPASS all other drivers offering you a ride! Your name will be on a reserved list at the Shuttle Counter.
What is the difference between Vacation Banking with the Villa Group, and "banking" with an Exchange Company?
Utilizing the Vacation Banking option will save your vacation weeks for use internally within the Villa Group resort family - Villa del Mar and Villa del Palmar in Puerto Vallarta, Villa del Palmar Flamingos in Nuevo Vallarta, Villa del Palmar Cabo San Lucas, Villa del Arco Cabo San Lucas and Villa del Palmar at the Islands of Loreto and also, Garza Blanca Preserve Puerto Vallarta. Once your vacation week (points) are "banked" with your Exchange Company, they cannot be used at your home resort, and must be used at an alternate location.
How do I exchange my points with an Exchange Company?
Please contact Member Services to begin this process. Agents will then guide you through the steps of exchanging your points.
Why can't I check availability with Interval International before depositing my vacation week?
Your Exchange company must first assess the value of your points prior to determining what you are able to confirm. For this reason, they require the week to be deposited prior to initiating a "search" for your desired dates.
What if Interval International are unable to confirm an exchange for me?
If your exchange company is unable to confirm an instant exchange for you, they will place a "search" for your desired destination and dates. If a match does not become available, you will have a two year window from date of deposit to utilize that week at a later time.
What is a Getaway?
Getaway weeks are last minute space that is available through Interval International. These weeks can be reserved without giving up your vacation weeks at your home resort. RCI has a similar program called "Vacation Escapes". Contact RCI www.rci.com or II www.intervalworld for more information
Is there a limit to how many points I can redeem?
As a Club Caribe member, endless possibilities are available for using your points. The points are flexible and do not restrict use to only weekly increments. Now as an added benefit of your membership, you can use your points to enjoy all the wonderful experiences while on vacation at the resort. For more information please click here.
How much cash is required to make a purchase with points?
At least 50% of cash payment is required for all Points Redemption Purchases
What products and services can be purchased with points?
Club Caribe members can use points to purchase meal plans, room amenities, resort services, and spa services. Please click here for specific products and services that can be purchased with points
What are the “operating” and “reserves” portions of my Maintenance Fee bill?
Your Maintenance Fee is divided into two segments, the operating portion and the reserves portion. The operating funds are used for daily operations of the resorts (housekeeping, maintenance and front desk etc.). The reserve portion is set aside for refurbishments, improvements or repair that the resorts may require in the future.
What is the “Eagle’s Wing’s Foundation” optional donation on my Maintenance Fee bill?
The Eagle’s Wings Foundation is a charitable organization that was founded in 1998 by board members and club member James McCarthy. The Foundation is a non-profit organization which benefits charities in Mexico. Click the Social Responsibility tab for more information.
Can I book my reservations prior to paying my Maintenance Fees?
Reservations can only be secured after payment for the week you are utilizing has been received.
When will I receive my Maintenance Fee bill?
The normal billing cycle for Maintenance Fees is October 1-30 each year. For new memberships purchased after October 1, you should receive your Maintenance Fee bill approximately 30 days after being activated in the Club's computer system.
When are the Maintenance Fees due?
The maintenance fees are billed in October each year and are due upon receipt. The delinquency date is December 1. If you have purchased mid-year, your payment is due 60 days after the billing date. There are three payment options - please see the Maintenance Fees tab for more information.
Do I still have to pay my maintenance fees if I don't use my week?
Yes. As outlined in your contract, the maintenance fees are the responsibility of each member regardless of your use of the property.
Why am I receiving another bill when I have recently upgraded my membership?
Please refer to your Membership Disclosure Statement to verify the first year occupancy for your new contract. Your billing correlates directly to the first year of use designated on your contract.
Aren’t the first year Maintenance Fees included in my purchase price? (for new memberships).
Your maintenance fees are not included in the purchase price of your contract. To review this information in your contract, please refer to the Purchase and Security Agreement.
Does the Developer offer any resale options for my Membership?
Currently, there is no mechanism offered by the Developer to assist in the resale of your timeshare weeks. Although there are resale companies in existence, we do not recommend or endorse any of these organizations.
How can I transfer Ownership of my Membership Contract?
Contact Member Services for complete instructions and requirements for Ownership Transfer. Memberships must be paid in full and have currently paid maintenance fees to begin the process.
How can I add a name, change a name or remove a name from my Ownership contract?
Contact Member Services for assistance and complete instructions for making legal changes to the name(s) on your ownership contract.
Is this a deeded property?
Your membership is not deeded, it is a right-to-use property. Your use period(s) depend on the terms of your contract and vary between the resorts. Please refer to your contract or contact Member Services or if you are unclear of your use periods.
When does my membership expire?
Most Memberships are a thirty-year term. Please refer to the Purchase and Security Agreement in your contract documents to confirm your expiration date.
Will my contract be renewed upon expiration?
Any renewal or extension offers of your contract will be at the discretion of the Development entity of your resort. At this time, no decisions have been made.