Request Your
Reimbursement
If for any reason you can’t travel and have canceled your reservation, to transfer or a refund on the prepaid resort fee you will need to email: facturacion-rf@grupovidanta.com The request will be reviwed and we will contact you back via email. Download and fill in the following format (requests will only be reviwed if the format is properly filled in and attached to the email): Download reimbursement format*
*The reimbursement option is only valid when the Resort Fee has not been transferred
Information can be found on your Reservation and Prepayment ticket
Information can be found on your Prepayment ticket
Within a 48-hour period after this information has been sent, Vidanta will send you an e-mail to notify if your
request has been accepted. The time for this process can take up 5 business days. Afterwards, the time for
the reimbursement to appear reflected on your credit card will depend on you bank.
We would like to remind you about our cancelation policy. If the reservation:
- Is canceled more than sixty-one days before the check-in date, the refund will proceed at 100% from the pre-paid Resort Fee, or at 100% of balance in your favor for a future reservation.
- Is canceled between sixty and fifteen days before the check-in date, the refund will apply at 50% from the pre-paid Resort Fee. However, if the canceled reservation date is between February and June 2021, it will be possible to transfer the paid Resort Fee to a new reservation with check-inn within 2021.
- Is canceled in less than fifteen days before the check-in date, then it will NOT apply a refund. However, if the canceled reservation date is between February and June 2021, it will be possible to transfer the paid Resort Fee to a new reservation with check-in within 2021.
NOTE* The new reservation is subject to the current Resort fee amounts corresponding to the destination and type of unit confirmed. The member must pay the difference of the previously paid Resort Fee transferred to this new reservation.