When will I get my ticket?

E-tickets, resort details (including resort confirmation numbers and airport transfer details for all-inclusive package guests) and other important info will get sent to ticket-holders two weeks before the event via the Ultimate Group Chat app.

Look out for download instructions via email no later than two weeks prior to the event.

Can I buy my package now and then book my excursions later?

Yes! We recommend securing your all-inclusive package as soon as possible. You can come back any time to add your excursions. At checkout, simply log in using the same email address and your new purchase will be added to your account.

How do payment plans work?

Our payment plans allow you to spread your payments out monthly (until February 2027). Your account will automatically be charged at the same time of the month until the full balance is paid. No payment plans will be available during the month of March.

I can’t come anymore, what should I do?

You can change the name of the booking and transfer your tickets over to someone else. Please get in touch with our team via email to learn more. 

Alternatively, if you purchased Booking Protection at checkout, you can request a refund should you need to cancel for unforeseen circumstances. Otherwise, all sales are final but transferrable.

Payment Plans Option

For certain packages or passes we may offer you the ability to pay for the booking in installments in accordance with a Payment Plan. Please note that the Payment Plan option may not be available for all products and services.

Payment Card

If a Payment Plan is available for a booking and you elect to pay for the booking through the Payment Plan, you acknowledge and agree that:

• You must enter valid payment card details;
• We will store your payment card details and will automatically deduct the relevant payment installment from your card on each installment date;
• It is your responsibility to ensure that the payment card details remain valid and up to date.  You will have the opportunity to change your payment card details through your account, but you must do this before payment of the next installment becomes due.

Failed Payments

If a Payment Plan has been setup, we will automatically take payment of the installment on each payment date within the Payment Plan. It is your responsibility to ensure payments do not fail, but notwithstanding this obligation if a payment attempt fails for whatever reason (e.g. card has expired, is no longer valid, insufficient funds or card is declined by the bank), then we will:

• Give you notice of the failed payment attempt advising you that we will try to take payment again in 7 days, giving you the opportunity to correct the situation;
• If the payment attempt fails again, we will send you a second failed payment notice and repeat the process at paragraph (a);
• If the payment attempt fails for a third time, we may at our discretion cancel the booking by giving you written notice.

Please note, upon cancellation of the booking due to your failure to keep up with the Payment Plan, your order will be cancelled and you will lose your deposit as well as any previous installments that you have paid.

Changing Payment Card Details

If your payment card has expired or no longer valid (e.g. because you have changed banks), you can change the details of your registered payment card through your account.

Early Payment of Balance

If you elect to pay using the Payment Plan, you may not be able to pay for your booking in different instalments, including early payment of the full balance.  In some situations, it may be possible for us to take full payment of the balance, but this will have to be assessed by us on a case by case basis, so please contact customer services.

Cancelling a Booking

Our Cancellation Policy applies to any cancellation by the Customer of a booking, including where paid for using the Payment Plan. Please note, if at the Ultimate Group Chat's discretion, cancellation is accepted, you may lose your deposit as well as any previous installments that you have paid through the Payment Plan.