How can I make reservations?

You can book directly on our website, www.theplayacollection.com, or contact our Member Advisors via phone, email, WhatsApp, or SMS. Contact Information: 📧 Email: memberservices@playacollection.com 📞 Toll Free (US & Canada): +1 (239) 426-6573 📱 WhatsApp (messages only): +1 (234) 529-3454 📩 SMS (messages only): +1 (786) 882-7354

What are the Member Advisors' service hours?

Monday to Saturday: 8:00 AM – 8:00 PM EST Sunday: 9:00 AM – 5:00 PM EST

How can I use my Reward Nights?

Simply contact our Member Advisors to book using your Reward Nights. Make sure to review the Terms and Conditions in the certificate included in your contract.

When can I use my Reward Nights, and how long are they valid?

You can use up to 7 Reward Nights within 12 months from the date your membership reaches 50% of the total payment. If your membership includes more than 7 Reward Nights, additional blocks of up to 7 nights will be released with each additional 10% payment, until all nights are made available. Each block is valid for 12 months from the date of activation. Please refer to the Terms and Conditions outlined in your certificate for full details.

At which hotels can I use my Reward Nights?

Reward Nights can be redeemed at participating resorts (see Exhibit I-A of your contract “Participating Resorts”) exclusively under the brand specified in your certificate (Dreams, Secrets, Hyatt Vivid and Sunscape; or Hyatt Ziva & Zilara).

How long does it take for my Reward Nights certificate to be activated after paying 50%?

Reward Nights are activated once 50% of the membership payment is completed. Payments may take 24 to 48 hours to reflect in your account.

Are there blackout dates for Reward Nights?

Yes. Reward Nights are not available during the following weeks: Christmas, New Year's, US Presidents' Day, Easter, Thanksgiving.

When does the complimentary room upgrade apply?

The complimentary room upgrade applies to Royal, Imperial, Founder, and Monarch memberships at the time of check in to the resort and is subject to availability. For other memberships, you can request an upgrade at the time of booking or upon arrival at the resort, with a discount based on your membership level.

How much does a room upgrade cost?

The cost varies depending on the hotel, season, room type, and number of guests. Please contact Member Advisors for specific details.

Can I bring guests, and will they receive membership discounts?

Yes! You can travel with guests, and they will receive a discount on the reservation. However, they won’t have access to additional resort benefits and discounts exclusive to membership holders and beneficiaries.

How many beneficiaries can I add to my membership?

You can designate up to four (4) direct family members as beneficiaries.

Can my beneficiaries travel without me?

Yes! Your beneficiaries can travel without the primary member and enjoy all benefits of the membership.

What is the cancellation policy for reservations?

A reservation can be canceled without penalty up to: 15 days before the arrival date during the regular 31 days before the arrival date during the premium season (Holidays). However, if payment has been processed and cancellation occurs within the allowed period, the corresponding charge will apply, refunds take around 21 days. Please refer to your confirmation sheet for specific policies.

How do I book ground transportation?

Through our website when booking your The Member Services Executive at the resort will contact you approximately 2 weeks before your trip to collect flight details and confirm transportation. Via Member Services Executive at least 48 hours in advance.

Is transportation included in my reservation?

For Monarch Tier – roundtrip ground transportations are complementary when travelling to TPC Participating Resorts with a minimum of 5-nights stay. For the rest of the tiers - transportation is available at an extra cost. We offer the best market rates through verified providers.

How many reservations can I make per year?

There is no limit on the number of reservations you can make per year.

How far in advance can I make a reservation?

Bookings are open for up to 12 months in advance. To ensure availability we recommend booking at least: 45 days in advance for the low season 90 days in advance for the high season or holidays

Do I have access to premium/club areas?

Yes! As The Playa Collection™ member, you have access to all exclusive VIP areas within the resorts, regardless of the room type booked.

Is check-in done at the premium/club lobby?

At resorts with private check-in areas, members have access to these facilities.

Who should I inform about special requests or celebrations when I travel?

Please inform the Member Services Executive at the resort. They will contact you 14-21 days before arrival to arrange any special requests.

Who can explain my benefits and discounts to me?

You can contact your Member Advisor for a detailed explanation of your benefits and discounts.

How can I request my contract?

Your contract is sent via DocuSign to your email on the day of affiliation. The download link expires 90 days after the signature date. To request a copy, contact QA at your respective gallery or a Member Advisor.

Can I pay for my reservation upon check-in?

Unfortunately, no. Reservations made through our website are charged between 30 and 60 days (or less) before the arrival date. Please check your confirmation sheet for the specific payment policy.

When do I need to pay for my reservation?

According to Resorts' policies, charges are applied to confirmed reservations between 30 to 60 days prior to the arrival date. If you haven’t seen a charge yet, it may be because your arrival date hasn’t reached the payment period.

Who should I contact to make membership payments or inquire account details?

You can contact the Credit & Collections/Financial Department via: 📱 WhatsApp & Telegram: +52 1 998 158 4181 📧 Email: accounts@myplayacollection.com 🌐 Online Payments: ramembers.com