TRAVIDA Frequently Asked Questions (FAQ) and User Tips

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1 TRAVIDA Frequently Asked Questions (FAQ) and User Tips How can we beat online rates? Pricing available to the general public is bound by Rate Parity, which can be defined as maintaining consistent rates for same product in all online distribution channels Expedia, Orbitz, Hotwire, etc. regardless of what commission the Online Travel Agency makes. In short, Travida is only available to the closed user group, Vidanta Members, and can therefore beat online pricing by passing the commission through to you, the customer. Below are a few User tips to help you navigate the Travida website: Ø Browsers: We recommend using Chrome or Firefox to access the site. It s been our experience that Internet Explorer can cause poor performance and often displays erratically. Ø Stays are worldwide hotel stays. They are searched by entering the name of the city or town; entering the name of a country will yield no results. o Note: The majority of time, you will see the retail price and your price prior to taxes and fees. On the payment page, the prices you see include taxes and your payment is less the Travida Points applied. o In some instances, the taxes and fees will be included in the initially displayed price and this will be stated. o Stays offer live streaming inventory, expect availability and rates to consistently change and check in often. Ø Enter details of your Frequent Traveler Accounts for airlines, hotels and cars in your account to take full advantage of all available points and rewards. Click on the Settings icon beside your name at the top right hand corner of the homepage, and then click on the Frequent Traveler Accounts tab to add the accounts. Ø Should you encounter issues, or have questions, please let us know concierge@travidamember.com, Call the Travida Concierge 9:00 AM 6:00 PM CST during normal business days. We will happily be of assistance. o Call toll free internationally: Clicking on Concierge in the upper right hand corner of the screen will also access the Travida travel desk with contact request details. Use the Contact link at bottom left of the website landing or home page. FAQ: Travida Points My Account Accommodations Activities Air Cancellations and Refunds 1

2 Car Rentals ecards and PrePaid Visa Exchange Maintenance Fee Relief Miscellaneous Travida Points What are Travida Points? Travida Points take dollar-for-dollar off the public rate at over 700,000 hotel stays, plus weekly resort stays, activities and cruises, down to the lowest rate available for the property during the timeframe specified. You re able to use your Travida Points to reduce the net retail purchase price to the wholesale price. Where do Travida Points come from? As a Travida member, simply make a purchase on You will earn Travida Points for any purchase that you make on the site, excluding taxes and fees. Keep checking the site to view Featured Deals for additional Travida Points earning. Flights: Travida Points are earned on the net cost of airfares. Travida Points cannot be used towards airfare purchase. Car Rentals: Pay at Pick Up - Travida Points are awarded after car rental returns. They cannot be used for Pay at Pick Up car rentals; instead you will receive your Travida Points in your membership account within 15 days of the pay at pick-up rental return. Can I use Travida Points to take the cost down to Zero? No, Travida Points reduce pricing to the lowest rate available - guaranteed. If you find a lower public rate, we ll refund 110% of the difference. Do Travida Points expire? No, Travida Points do not expire unless there has been no activity in your account for over 24 months, or if your membership is terminated. Can we give our Travida Points to a co-worker? No, Travida Points are not transferable. Can I purchase additional Travida Points? Travida Points are not currently available for purchase. Am I able to transfer Travida Points or convert them to cash? Travida Points are non-transferable and cannot be redeemed for cash. They have no cash value or residual cash value. How can I check how many Travida Points I have? When you log in to the number of Travida Points you have accumulated will be displayed at the top right of your home page. What is the difference between 'Travida Points' and 'Travida Cash'? 2

3 Travida Cash is awarded to you, if you choose it, as part of the Maintenance Fee Relief program. You can use your Travida Cash at check out when paying for your purchase, after you have reduced your cost already using your Travida Points. Find out more in FAQ Maintenance Fee Relief. My Account How do I update my profile information? Click on the Settings icon next to your name in upper right of the screen and in the "Account Info > Contact Info" tab, update your information. In the "Settings" tab, you change your User Name, Password, and your preferences for Currency and Time Zone. How do I change my password? Click on the Settings icon next to your name in upper right of the screen and in the "Account Info > Settings" tab, update your password. If you forget your password you can simply click on Forgot Password at login or contact support@travidamember.com What is the best way to contact customer service? We are always close by, ready to assist as needed. You can reach us in the following ways: Contact Concierge via the Concierge tab. concierge@travidamember.com Call the Travida Concierge during normal business days 9:00 AM 6:00 PM CST: Call internationally toll-free: I forgot my user name or password. User Name: is your personal Password: Click on "Forgot Password" and your login information will be re-sent to you with a new temporary password. Can I use my Frequent Traveler Accounts with the site? Yes! Enter details of your Frequent Traveler Accounts for airlines, hotels and cars in your account to take full advantage of all available points and rewards. Click on Account at the top right hand corner of the homepage, and then click on the Frequent Traveler Accounts tab to add the accounts. What forms of payment are accepted? When booking in US Currency: Visa, MasterCard, AMEX, and Discover. All other currencies: Visa, MasterCard. Are the charges made to my credit card, secure? Your card is charged through an encrypted pay service provider (Braintree Payment Systems - a PayPal Company). I did not receive an with my login credentials. Check your spam or junk mail folders. Alternatively, contact us with your details so that we can check for possible errors in information submission (such as incorrect address). Contact Customer Service on the Concierge page, through the "Contact" link located at the bottom of the website page, by at concierge@travidamember.com or by calling during normal business days 9:00 AM 6:00 PM CST, toll free ACCOMMODATIONS Stays What hotels and resorts are available? 3

4 There are over 700,000 Hotels and Resorts in 198 countries worldwide from which to choose. My reservation did not go through, but money was taken, why? For any online purchases, the funds are first taken as pending to ensure their availability. If the reservation is not available, the charge is automatically voided and funds are returned to your account, usually within 24 hours. Will I receive a refund for an early check-out? Refunds are processed through Travida, according to the hotel policy pertinent to your booking. Because the agreement is between Travida and the hotel, please contact Travida at support@travidamember.com if you require assistance, rather than the hotel. Why is the Hotel I was looking for no longer displaying on the site? Our inventory is live, streaming inventory and when a property is sold out for specific dates, the property will not display when those dates are requested. Why aren t all Hotels showing in my search results? Travida only works with Hotels that achieve a 3-star rating or above. Does it matter whose name is listed as the primary traveler/guest? Yes. The person who is named as the Primary Guest or Lead Traveler must be present at check in and present a picture ID. If that person arrives later than the other guests, please directly contact the Hotel or Resort ahead of time to avoid any issues at check-in. How do I know my reservation is confirmed? You will receive a confirmation immediately to the address on record with Travida. If you do not, click on the small Settings icon to the right of your name in the top right hand corner of the screen. Go to the Travel History tab. If your confirmation is there, resend it to your . If it is still not found, contact the Travel Desk at concierge@travidamember.com for follow up. What information must I give to the hotel to locate my reservation? Reservations can often be accessed by the name of the reservation, however, if the property does not yet have the booking under your name, give them the Hotel Reference Number from your confirmation. How do I book more than one unit of accommodation? Units must be booked under different occupant names i.e.each hotel booking must have unique Guest Names if check-in is for same hotel, same night to avoid a duplicate rejection. How far in advance do I need to make a reservation? You can usually book same day, depending on the hotel reservation system, or as far out as a year on most reservations. Are there pet friendly hotels and resorts on your site? Each property has its own policy regarding pets. Pets accompanying guests for medical reasons are normally allowed as long as there is a letter of verification from a doctor. The Amenities section often provides this info or you can contact the property directly for up-to-date information. Can we reserve for an all-inclusive stay on the site? "All Inclusive" costs, if available for Stays, are reflected in the purchase price. How can I upgrade the hotel room I reserved? Upgrades are not available through the Travida site. As an alternative, the hotel room may be cancelled if cancellation is an option and the upgrade booked. Upgrades can also be requested and paid for at the time of check in. 4

5 Is there a minimum stay required? No. You can book as many nights as you need in a single reservation. Is there a minimum purchase amount? No. There is no minimum purchase amount. Are there any blackout dates? No. However, some hotels, resorts and other travel services will allow you to use more Travida Points than others during each season. Are there any additional fees? Taxes and reservation fees are included in the final price of your reservation at point of pay. Resort fees, hotel parking and incidental charges, if any, will be collected by the hotel/resort upon check in. What if I want to change or cancel my reservation? Cancellation policies vary depending on the particular travel service reserved. Cancellation and change policies can be found in the terms and conditions on the booking page, the payment page and your reservation confirmation. Refer to Cancellations & Refunds for Reservations further down. How long do I have to wait before my reservations are confirmed? Inventory is live, and your reservation is confirmed upon receipt of your confirmation . Can I combine my Travida Points with another Travida Member s? No, each Travida member must purchase through their own account. Activities The location I want is not listed, how can I book? Try typing in the name of a nearby city or location. Air How can I use my Travida Points to purchase a flight? Travida Points cannot be redeemed for airfare. If you have dollars in your Travida Cash that you have accumulated through the Maintenance Fee Relief program, you can use the cash slider to apply payment towards your flight booking. Can I book a flight and accommodation package? Air and accommodation package bookings are currently in development and not yet available on the site. Can I use my Frequent Flyer Account when booking? Yes, in your Account which you can access at the top right side of your screen, go to the Frequent Traveler Account tab and fill in the pertinent information for your Frequent Traveler accounts to receive those rewards. Cancellations and Refunds for Reservations What if I want to change or cancel my reservation? Cancellation policies vary depending on the particular purchase or travel service reserved. Cancellation and change policies can be found in the terms and conditions on the booking page, the payment page and your confirmation. To cancel a hotel reservation that allows cancellation, click the "Request Cancellation" link in the confirmation. 5

6 You can access the original booking confirmation through your "Account > Travel History" section of the website, and resend it in order to access the Request Cancellation link. Some bookings either cannot be cancelled and/or are non-refundable, specifically: Most Activities (very few vendors will allow cancellation so best to assume they do not) Flight Reservations egift Cards Prepaid Visa Cards Can I use coupons or promo codes for bookings? Coupons and promo codes are not accepted on the site. Who is charging my credit card is it secure? Your card is charged through an encrypted pay service provider (Braintree Payment Systems - a PayPal Company). Transactions appear on your credit card statement with text identifying the Site Name, e.g. LLY*Travida. When is my Credit Card charged? Inventory is live, and once your credit card has cleared, your reservation is confirmed. The only exception is Car Rentals that are paid at the time of Pick Up. For Car Rentals (Pay at Pickup), your card will be charged by the Car Rental company upon completion of the rental period. I received an 'AVS' error when trying to purchase - what does this mean? AVS (Address Verification System) error indicates that there is a discrepancy between the address on file for the credit card used and the address that was submitted at payment. The purchase will not be completed - please review address info submitted. I am expecting a refund, how long does it take? Once authorized, Credit Card refunds are normally processed within 3-5 business days. Debit Cards may take up to 14 days. Car Rentals When will my Credit card be charged in full for a car rental? 'Pay Now' option: your credit card is charged the full amount due, immediately. Pay at Pickup option: a "hold" will be put on your card by the car rental company at the time of pickup and the full charge is processed upon return of the car. I purchased Car Rental and do not see my Points. For a 'Pay Now' booking, points are awarded immediately. For 'Pay at Pickup' reservations, Travida Points are awarded within 15 days of the rental return. How can I cancel my Car Rental? Pay at Pick-up car rental reservations (i.e. not paid in advance) at most car rental agencies do not have to be cancelled. There is no charge for cancel or no show. Check their Terms and Conditions. Pay Now car rental reservations require a minimum of 24 hours notice for cancellation and to receive full refund. Simply, click on the Request Cancellation link in your confirmation . Within the 24-hour period, there is a $55 USD cancel fee. After the pick-up time, there is no cancel/refund option. Cruises Can I book all Cruises Online? 6

7 Due to cross-border regulations in the Cruise Industry, not all cruises can be booked online. In the Cruise Search Panel, the "Cruise Line" dropdown will indicate which Cruise Lines are available to book on the Travida site. You may also contact the Concierge to make Cruise reservations on your behalf. You may still perform searches for availability and pricing, but for the "Call to Book" cruises, a phone number and/or submission request will be made available. If in doubt, call toll free internationally or concierge@travidamember.com. Please note: Prices listed in search results are average for the total number of passengers entered. Actual live pricing does not display until after you choose your cabin. On the Search Results page, click on the cabin type price in the Cruise you prefer, then click on Cabins for the area you prefer. When you choose a specific cabin, you are instructed to click for live pricing. The system ensures availability and redirects to the actual purchase price for all passengers, including taxes and fees. ecards and prepaid Visa Cards How do I know the ecard was received by the person to whom I sent it? The ecard purchaser receives a purchase confirmation with subject line Travida ecard Purchaser with purchase details. The ecard recipient receives the ecard in an with subject line Travida ecard Recipient with a link to redemption instructions. Can I use Travida Points to purchase ecards? No, Travida Points cannot be redeemed on ecards, however, you will earn Travida Points on ecard purchases. I made an error with the amount on my ecard, can I cancel and refund? ecards are considered as cash so there is no opportunity for cancel or refund. This is stated in the disclaimer prior to purchase and must be acknowledged by clicking on the small Acknowledgement Box or the purchase will not be submitted. I made an error on the address for my ecard recipient, what should I do? Notify concierge@travidamember.com to request the address be corrected and re-sent. NOTE: Care must be taken when entering the recipient s address. The purchase is made on your credit card whether the recipient s address is input correctly or not. If you did not notice the error and the is returned as undeliverable, we will correct an obvious error and resend the ecard to the recipient. If the error is not obvious, we will return it to the purchaser to either correct the address and re-send, or use for themselves. Purchased ecards are considered cash and should the ecard be sent to an incorrect but valid address, the only recourse would be to rely upon the incorrect recipient's honesty. Can I purchase an ecard for myself and use it immediately at the store? No, it may take approximately two hours for an ecard to process and become active and accepted for payment. Purchase your ecard in advance to avoid this situation. ecards, once purchased, are considered as cash and there is no cancelation or refund. Most cards do not expire. Can my ecard be used in Canada? No, ecards are currently for use only in the USA. Canadians may take advantage of the MAX Prepaid Visa card available in the Shopping' tab to earn points and to make purchases with a wide variety of merchants. How do I, or the person I gift, receive Prepaid Visa Cards 7

8 Prepaid Visas, whether the MAX Visa for Canadians, or the PERSONA Visa for Americans, are purchased on the site, which automates an order to the merchant and the merchant sends the Visa to you or your recipient in a plain white paper envelope via the postal system. You must watch for this envelope as it can easily be mistaken for junk mail. Can I use Travida Points to purchase prepaid Visas? No, Travida Points may not be used for the purchase of the prepaid Visa cards. You will, however, earn Travida Points for your prepaid Visa purchase. The Visa cards, like ecards, are non-refundable and considered as cash. Exchange What is unassigned ID # in the Exchange tab in my Account section Members must register their contact details with our exchange partner, DAE (Dial An Exchange). A DAE Member ID will automatically be assigned and associated with your Travida account (so you don't have to remember it) and automatically used for future deposit/exchange transactions. How do I exchange my week? 1. Click on the Setting icon next to your name in the upper right hand corner of screen 2. Click on the Exchange tab in your Account section and submit your contact information to register with the DAE and receive an assigned DAE membership ID#, 3. Click on the Resorts/Deposit Tab and add the required Resort Ownership information and Submit. 4. Once your resort information is validated, you will receive Exchange Credits, valid for up to 3 years. If you are depositing a Vidanta Week you will receive 2 Exchange Credits. 5. When you are ready to book an exchange, do a search for resorts in the main Exchange tab of your home page. You can book an Exchange for a nominal fee, or book a Bonus Week or Rental week for a low cost, and if you don t see what you want, you can Request a Week. How much is the Exchange Fee? The Exchange Fee is a flat rate of $99 USD per week; paid only when you book your exchange, no matter if the exchange is Domestic or International. What is the cost of a Guest Certificates? Guest Certificates are free of charge. Is there a charge to upgrade to a better/larger unit, if available? Yes, there is a $75 charge for each upgrade step, i.e. each change of unit is considered an upgrade step: hotel >studio>one bedroom>two bedroom How can I contact DAE? DAE contact numbers are: o In US call direct: or Toll Free: In Mexico, call Toll Free: Maintenance Fee Relief (MFR) What is Maintenance Fee Relief and what are the benefits to Travida Members? Now you have choices! If you choose to neither use nor exchange your vacation interval week, you can deposit your week into the Maintenance Fee Relief program and choose between: 8

9 a) Double Travida Points: Deposit a reserved week and receive double the value of your maintenance fee in Travida Points, for use towards Stays, Prepaid Car Rental, Cruises and Activities purchased on the Travida site. b) Travida Cash: Deposit a reserved week and receive the value of your maintenance fee (less a $149 fee to cover the exchange and processing costs) in Travida Cash, on the final payment page after you have already applied your Travida Points. Use the Travida Cash slider to reduce the cost even more or use for Airfare, ecards, prepaid Visa, where Travida Points cannot be applied. Travida Cash can be used for virtually any purchase on the Travida site. Is there any restriction as to how many weeks I may submit for MFR each year? A maximum of 2 (two) reserved weeks per year may be submitted. How far in advance must I submit my week for the MFR? Your reserved week must be submitted at least 10 months in advance of occupancy. Miscellaneous Are there discounts for AARP, AAA or Military for any bookings on the site? Discounted pricing is already available for travel options as part of the membership; therefore, additional discounts are not offered. Can I book bus and train reservations? At this time, bus and train reservations are not available through the site. What does Travida do with my personal information? Travida s Privacy Policy can be accessed at the bottom of the site screen. How do I terminate my Travida Membership? You may terminate your paid in full Travida membership at any time by calling our international toll free number: