Reservation Policy

Protocols & Innovations

Updated: July 8, 2021

Reservation Policy Information

We have streamlined the guest experience throughout physical spaces and call centers. Our new reservation process and check-in/out procedures are aimed to ensure the safety of our Owners, Guess, and team members.

Payment & Security Deposits

Guests will be required to pay for the entire length of their stay on the day of check out. Security deposits will be authorized the morning of check-in, prior to your arrival.

Security Deposits:
Flagship: $100 ($50 for Owners)
Atlantic Palace: $100 ($50 for Owners)
La Sammana: $100


Should you need to cancel for ANY REASON, we must receive a call to (800) 609-0009 no less than 72 hours in advance of your stay on holidays/holiday weekends or 48 hours on all non-holiday periods. Regardless of the reason, if you do not cancel timely and/or fail to check-in, you will forfeit your payment in full and/or your week/split week usage.


We are minimizing the length of time Guests need to wait in line in the lobby, expediting the arrival process. Upon arrival, you will only need to show an ID, sign our COVID-19 waiver & registration card, and within a few short minutes immediately proceed to your unit to enjoy your vacation.


When it is time for the departure, guests will enjoy an express check-out. For this, simply call the Front Desk to leave a message or speak with a representative, drop your keys in a drop box located conveniently by each exit. and depart without any lobby interaction.

Safety First. Safety Always.

Social Distancing Procedures

GUESTS NOT FULLY VACCINATED are encouraged to maintain physical social distance to help ensure the safety of other guests & employees. Where applicable, signs are posted to advise about procedures and restricted use of shared items and spaces throughout the Resort.

Safety First. Safety Always.

Hand washing & Hand Sanitizing

Hand sanitizer dispensers, whenever possible, and based on supply, will be placed at entrances and contact areas such as reception areas, lobbies, restaurant entrances, meeting spaces, elevators, pools, exercise areas, etc.

Employees will be instructed to wash their hands, or use sanitizer when a sink is not available, every 60 minutes (for 20 seconds) after any of the following activities: using the restroom, sneezing, touching the face, blowing the nose, cleaning, sweeping, mopping, smoking, eating, drinking, entering, going on break and before or after starting a shift.