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Choose the category below to find answers to commonly-asked questions.
Questions? If you are unable to find the answers you are looking for in our FAQs, please contact Customer Service.
Helpful Suggestions and Information
Is there a fee to use our services?
No. We do not assess any fees or charges for our services. The rates quoted are those established by the providers of the vacation packages. All shipping is handled free of charge unless you are purchasing a package close to departure. In that case, an overnight fee is automatically added by our system so you can get your travel documents in time for travel (they are normally sent US Mail First Class but we use alternative express delivery services if it is too close to travel).
Can I save money by buying a vacation package?
Yes! Because companies offering vacation packages have special agreements with many hotels, airlines, and car-rental companies, they can offer you a vacation package for less than the price that you would pay by booking each piece separately. Because they are able to offer these special discounts, you will receive a price for your entire package rather than a breakdown of individual costs.
How do I find the lowest vacation price?
Remember that by buying a vacation package rather than pricing your vacation individually, you are already finding a great value since package pricing offers you the advantages of "buying in bulk" that providers pass on to you. Here are some other tips:
- Review the Vacation Deal section where our vacation providers list current promotions and sales.
- Vacation during non-peak vacation times if you are flexible (not over major holidays or special conventions). Here are some off-peak times to try:
- Florida - fall
- Hawaii - Jan through Mar, May, fall
- Las Vegas - Dec, summer
- Europe - Nov through March
- Caribbean - fall
- Mexico - fall
- Ski - early Dec, all Jan
- South America - May through Oct
- Plan your vacation as far in advance as possible.
- Compare midweek and weekend departure prices (especially in Las Vegas). Midweek will beat weekend prices most of the time.
- Most people want to leave early and come back late from a vacation so if you fall outside that pattern, the pricing may be lower. Try late day departures and morning returns.
How do I register to receive email specials?
Visit the My Profile section and click the box next to “I would like to receive email announcements about specials and promotions.” Please note, that eLeisure Network does not share the information you provide to anyone other than our site partner. We use it only to send you information regarding current promotions that we hope you value.
How do I unsubscribe from email?
Visit the My Profile section, logon then select Modify My Profile. “Unclick” the box next to “I would like to receive email announcements about specials and promotions.” Make any other changes needed and be certain that your email address is correct, then press Modify Profile. Once you input it, your email is immediately disabled from our database. You can also follow the directions to unsubscribe which are included in every emailing.
How do I get the Terms and Conditions of the vacation brand I am buying ?
Before your purchase your vacation, you are required to read the Terms and Conditions of the vacation brand you are buying. We recommend that you print the Terms and Conditions and review them before you finalize your purchase with payment. The Terms and Conditions are available on the Price page (the 5th and final step in the Reservations process).
Do vacation packages include airfare?
Both air-inclusive and "hotel-only" packages are offered. Air-inclusive packages include airfare and hotel accommodations and often include airport/hotel transportation and other optional features such as attraction tickets. Hotel packages may be hotel only or hotel and car. With any vacation, the inclusions are clearly outlined in the Reservations process.
Is transportation between the airport and the hotel included in the package price?
Some vacation providers include transportation between the airport and hotel in the package price for International destinations. Most domestic destinations offer car rental as an optional feature so airport/hotel transportation therefore becomes optional as well. Review the vacation inclusions of the vacation provider you choose as you move through the Reservations process.
Is there a minimum stay requirement for vacation packages?
Yes. Most vacations require a 2 night stay minimum, however, some require only 1 night. The Reservations process will define these limits for you and will not allow you to purchase outside the limits.
What is an ALL-INCLUSIVE package?
Some resorts in the Caribbean and Mexico offer ALL-INCLUSIVE accommodations. These resorts include meals and beverages in the price of the room accommodations. Many all-inclusive resorts also include watersports and other amenities as well. Many vacation providers differentiate their "all-inclusive" and "european plan" vacations in the Caribbean and Mexico by describing them separately, such as "Complete All-Inclusive Vacations for 2 - 21 nights." Additionally, the name of the hotel will include the phrase, "all-inclusive" or "AI" when it includes meals and beverages. By clicking on the hotel name to review the hotel profile details, you can determine the specifics of what each hotel includes along with the room accommodations and meals. For example, some include room service at any time while others include only buffet meals at three distinct times of the day. Some all-inclusive resorts include all water sports while others include only non-motorized water sports. Review each hotel profile carefully before making a decision.
How is my privacy protected?
eLeisure Network assures all visitors that information provided is protected. If you choose to sign up for our email, we use your email address to tell you about changes in our services or special offers we think you'll find valuable. We do not sell, trade, give or rent your personal information to others. For complete details on our privacy policy, please review our Privacy Promise from the Customer Service page.
Reservations Questions
How do I make a reservation?
A Reservations form is included on most pages throughout the site which is the beginning of our 5 step reservations process. Or you can select Reservations from the top of any page to begin the process.
1. Fill in the requested information in the Reservations form and click Go. You'll need to provide Origin, Destination, Travel dates, # Adults, # and ages of Children (if any).
2. A list of vacations is presented along with the corresponding vacation brand, e.g., six different vacation companies may offer vacations from St. Louis to Cancun and they are all presented. Read your vacation options including the vacation inclusions. Choose a brand, vacation type and number of nights you plan to vacation. When making your selection, choose a brand you recognize or one you are specifically interested in. If you do not have a favorite, choose one presenting an airline you recognize. If you are looking for a sale you read about, be sure to choose the brand name listed with the sale. Rest assured that all of our vacation brands are well-known, well-respected, reliable companies that have been in the business of vacations for many years. Once you've made your selection, click Check Availability.
3. Review the flight choices, including outbound and return flights, as well as the available hotels in your requested destination. Hotels are listed in order of ascending price. Only those hotels that are available for your entire travel dates will be listed. Other hotels in the destination normally offered that are not listed are due to lack of availability. If you do not see the hotel you are looking for, try changing your travel dates. Choose your preferred flight times and hotel. To learn more about a particular hotel, click on the hotel name. You will be presented with the hotel's profile including description, amenities, dining options and more. Once you have made your selections, click Continue.
4. Verify your flight and hotel choices and review your optional features. These features will vary by destination and by the brand you selected earlier in the process. Choose your optional features and click Price Vacation.
5. Your final itinerary is presented along with a form with which to make your reservation. Review the details of your selections and the corresponding pricing. Read the Terms and Conditions of the brand you are purchasing. Keep in mind that prices and availability are subject to change and can change without notice. When you are ready to buy, fill out the Reservations form at the bottom of the page completely, including full payment, and click Confirm Reservation.
You will receive a confirmation number and information about ticketing. Please print this page for your reference. You will also receive a final copy of your itinerary via email. You may return to the site anytime and review your itinerary online by clicking My Trip from the homepage or the Customer Service section.
How do I make changes to a reservation?
Once a reservation is made and paid in full, you can modify it with special information such as adding a frequent flier number or requesting special services such as a hotel request for a non-smoking room or a king size bed (this is strictly a request, not a guarantee you will receive those requests). You will need your reservation number and the password you selected at the time of making the reservation in order to do these things. In order to change significant things such as a date of departure or to add days to your reservation, you will need to cancel your original reservation and re-book a new reservation. Review the Terms and Conditions of the vacation provider you purchased to determine whether you will be assessed cancellation penalties. Please contact Customer Service with questions.
How do I know my reservation is confirmed?
You will know your reservation is confirmed when your computer displays a confirmation page with your reservation number. It may take several minutes to receive the confirmation page so please be patient. Remember to press the confirmation button only once, and do not stop the transaction prior to receiving your online confirmation. If you hit the stop button and then hit confirm again, you may end up with more than one reservation and double charges on your credit card. Once the reservation is made, you will receive a confirmation email.
How do I cancel my reservation?
Cancellation is simple. Choose the My Trip section on the navigation bar at the top. You will need your reservation number and the password you selected when making your reservation. With this information you may inquire on a previously booked reservation. Once you have inquired about your reservation, you will have the option to cancel it. REMEMBER: It is very important to read the Terms and Conditions to see if any cancellation penalties apply and to find out the procedures for requesting a refund.
How do I find my reservation now that it is made?
To find your itinerary online, choose the My Trip section. You will need your reservation number and the password you selected when making your reservation. For your reference, you are emailed a confirmation of your completed reservation immediately after making it.
Can I make a reservation for someone else?
Yes. But be aware that the tickets and/or itinerary for the vacation you purchase will be mailed only to the billing address of the credit card used to make the reservation.
I was in the middle of making a reservation when my computer froze up. What do I do now?
If you did not receive a confirmation page before you were disconnected, then your reservation was probably not completed. To verify this, contact our Customer Service.
What happens if I decline travel protection or insurance options?
If you choose to decline any of the travel protection or insurance options available you are subject to the terms and conditions of the vacation brand you purchase. We recommend that you thoroughly read the Terms and Conditions BEFORE PURCHASING. Generally, travel protection is a safeguard against cancellation should something arise prior to travel. Travel insurance is generally a good safeguard against accident, injury and theft during travel. We strongly recommend taking advantage of these optional features.
What does the Price Guide mean?
On the third step of the Reservations process, we provide a Price Guide for the vacation you have selected. At this point, available hotels are listed in ascending Price Guide order. The Price Guide is intended for REFERENCE ONLY. The Price Guide is based on double occupancy for number of nights selected and also INCLUDES SAMPLE ROUNDTRIP AIRFARE. A Price Guide is also provided for optional features such as transfers and attraction tickets and is based on the per item cost. Your actual vacation price will vary depending on the actual flights you select, as well as your date of departure, room availability and applicable surcharges. Your complete Vacation Price is presented at the end of the reservations process with your final itinerary.
How do I check pricing and availability?
In order to check availability and complete pricing for your selected vacation, you must complete the reservations process until you receive your final itinerary and corresponding Vacation Price. (To check availability and to get a general sense of the pricing PER PERSON, you only need to get to the second step of the Reservations process where the Price Guide is presented with the available hotels. See the FAQ "What does the Price Guide mean?" For more information about the price guide.)
How do I compare prices of different vacations?
In order to compare final prices of different vacations you must complete all five steps of the reservations process for each vacation you are considering.
Will the price of my package change after I have purchased it?
No. Your final price is charged to your credit card at the time of payment and will not change.
Do you accommodate physically challenged travelers?
Our extensive hotel profiles outline the number of available handicap rooms a hotel or resort offers. Check the Room Information section in the hotel profile for each hotel you are interested in. To find a hotel profile, click on the hotel name in the Reservations process or search our Destinations section which provides a complete hotel listing for each of our destinations. To request a handicap room, complete the Reservations process and purchase your vacation. The Confirmation page for your reservation describes how to Add/Change the Reservation to request specific hotel accommodations such as a handicap room. This is submitted after the reservation is made.
How do I book more than one room for a vacation?
If more than one room is required, make a separate reservation for each room, indicating the appropriate number of adults and children's ages per room. (You can check the hotel information screens for adult and children room occupancy limits.) Complete the entire Reservations process, including purchase and confirmation for the first room and then return to the beginning of Reservations to complete the process for each additional room required. If everyone will be traveling together, be sure to choose the same flights and hotel for each reservation.
Why do I have to supply the children's ages?
Children's ages are required to correctly calculate the price for your reservation. Children of different ages may cost different amounts. (This is usually determined by the hotel; while some hotels allow children to stay free, they may define "children" differently. Also, all-inclusive hotels price several age groups for children.) Our reservation system uses a child's age to correctly classify him or her into the air and hotel variables. Since each hotel has policies regarding children and pricing based on age, the information you provide allows our reservation system to apply the correct policy and discount pricing.
What if the hotel I want is not listed in the Reservations section?
Our Destinations section has a complete hotel listing for each destination we offer. You may want to begin by reviewing these lists and read through the profiles of the hotels you are interested in. If the hotel you want is not listed in the Reservations section, it means that it is either not offered by the vacation brand you selected or it is not available for your travel dates. If you feel strongly about a particular hotel, begin by trying new travel dates. If the hotel is sold out for even one of the nights you are traveling, it will not appear in the list.
What surcharges will I have to pay?
Surcharges may be included in your final price and are determined by our vacation providers. Often they are taxes and fees imposed by the US or foreign government regulations. Any surcharges you encounter will be clearly itemized in your final Vacation Price. You may encounter surcharges such as airport facility charges, federal taxes, departure taxes, passenger facility charges, government fees, and fuel price surcharges.
What if I want to book a vacation with several stops such as if I want to fly between several Hawaiian islands?
Our reservation system currently does not handle multiple stops on one itinerary.
Credit Card Questions
When do I make payment?
Full payment is due at the time of making your reservation. Payment is made online and can only be made via credit card or debit card. When a debit card is used, you will see two charges on your account. The first charge is for $150.00 and the second is for the remainder of the reservation. (The first charge is set to fall comfortably within limits set by banking institutions for debit charges.)
What credit cards do you accept?
We accept MasterCard, Visa, Discover, American Express, MasterCard debit card and Visa debit card. When a debit card is used, you will see two charges on your account. The first charge is for $150.00 and the second is for the remainder of the reservation. (The first charge is set to fall comfortably within limits set by banking institutions for debit charges.)
How is my information and credit card secured?
eLeisure Network uses several layers of technology to ensure security for credit card payments. The Secured Sockets Layer (SSL) is used to provide privacy via encryption for data flowing between computer networks on the Internet. Our Network's SSL provides the transfer of digitally signed certificates for authentication purposes, ensuring that the data cannot be altered or intercepted en route. Your web browser will either display a linked key, locked padlock, or similar icon to confirm that you have entered a secure area. Click on your web browser's secure icon for more information about security. Web browsers that do not support SSL encryption will receive an error message when attempting to price one of our vacation packages. eLeisure Network also performs verification to ensure the address entered by the customer matches the billing address of the card holder. In addition, documents will only be sent to the billing address of the credit card. eLeisure Network offers a Security Guarantee that guarantees credit card security or we will pay fees imposed by your credit card company for unauthorized charges, up to US$50. eLeisure Network uses Verisign for our digital certificate and is reviewed by Trust-e and the Better Business Bureau's Reliability Program.
Do you have a security guarantee?
Yes. In the unlikely event unauthorized use of your credit card occurs, follow the reporting procedures defined by your credit card provider and contact our Customer Service immediately. Most credit card companies cover all charges that result from unauthorized use of your credit card or may limit your liability to $50.00 US - the maximum liability allowed under the Fair Credit Billing Act. If your credit card company holds you liable for unauthorized charges made as a result of your credit card purchase through eLeisure Network while using our secure server, we will reimburse you for the remaining liability, up to the maximum of $50.00 US.
Why did I get a credit card error when I made my reservation?
This may occur for several reasons. Please review this list and if the problem is not solved, please contact Customer Service.
- The address you provided may not match the billing address of your credit card
- The credit card is input incorrectly
- The expiration date is not correct
- Your vacation purchase price puts your credit card over the present limit
- The name provided is not an authorized user of the card
Ticketing and Travel Document Questions
How do I receive my tickets?
In most cases, your travel documents will be sent via US Mail 2 weeks prior to departure and will be sent to the billing address of the credit card you used to make the reservation. You may receive paper tickets or a paper itinerary to go along with e-ticketed travel. If your travel is booked too close to departure, your tickets and/or itinerary will be mailed via overnight delivery to the billing address of the credit card you used to make the reservation.
What is e-ticketing? How do I travel without a ticket?
We offer online reservations and tickets for over 20 airlines worldwide through our various vacation providers and have electronic ticketing capabilities with the vacation providers that support it. If electronic tickets are available on the flight you've selected you will automatically be e-ticketed and you can travel without a printed document. However, even if your flight is ticketless, you will receive a printed itinerary for your reference via U.S. Mail. This itinerary will have further information for you to fly "ticketless." If you are traveling ticketless, when you check-in at the airport for your flight on the day of departure YOU WILL NEED TO PRESENT YOUR AIRLINE CONFIRMATION NUMBER AND SHOW A GOVERNMENT ISSUED PHOTO ID, i.e. drivers license or passport. If your itinerary is not eligible for ticketless travel, you will receive a paper ticket and other documents prior to travel. Most vacation companies who sell through us mail your travel documents (including any airline tickets) via first class US Mail 14 -21 days prior to departure. However, details of travel documentation for each vacation brand are outlined in their unique Terms and Conditions available when you purchase your vacation.
How can I check the status of my tickets?
If you feel there has been an error and your tickets have not arrived when you expected them to, please contact Customer Service.
I just received my tickets and there is a problem. What do I do?
Please contact Customer Service.
I already have my tickets but I want to make a change. What do I do?
Please contact Customer Service.
I received a ticket and I want to cancel my reservation. What should I do?
Please contact Customer Service.
What documentation do I need when travelling to another country?
Acceptable forms of proof of citizenship for all U.S. citizens traveling between the U.S. and international destinations are: a valid passport or a certified, Sate issued birth certificate with raised seal along with a valid government issued photo I.D. (i.e.: a current driver's license). Some countries may require additional documentation such as a Visa so we recommend you check with the local Consulate of the country you are traveling to.
Are there special requirements for children traveling with one parent?
In addition to the required proof of citizenship for all U.S. citizens, special requirements exist for children traveling internationally with one parent. Minors under 18 years of age must travel with the consent of both parents. If a minor is traveling with only one parent, that parent must hold a notarized letter of consent from the absent legal parent or a copy of the legal document giving that parent sole custody. If one parent is deceased, a copy of the death certificate is necessary. If a minor is traveling without the legal parents, a notarized letter of consent must be submitted and signed by the legal parents.
Hotel Questions
How can I find out more about my hotel?
In the Reservations section, we list the hotels that are available for the vacation you've selected. On this page you'll find the name of the hotel in Price Guide order (see FAQ regarding Price Guides). By clicking on the hotel name you'll be linked into a hotel's detailed profile. This same profile is found in our Destinations section as well. In the profile you will find the address, interior and exterior photos, a description, special hotel features, location and transportation information, the hotel's amenities and inclusions, miscellaneous information (such as, "Taxi fare from Charles de Gaulle Airport to hotel is approximately 350 French francs"), dining information and hotel policies.
How do I find a hotel near a landmark or point of interest?
In the Destinations section, we provide a hotel listing for each destination city we offer. Included with the hotel listing is a map with the placement of each hotel and various landmarks and points of interest such as airports and mountain ranges. Additionally, proximity to various points of interest are often included in hotel descriptions at the beginning of each hotel profile (for example, "This hotel is located just 12 minutes from the airport with a view of the Caribbean Sea and just a short walk to the city's central market") and in the Locations/Transportation section of the profile. For example:
Location/Transportation
- Nearest tube/metro station - Palais Royal
- Walking distance from tube/metro station - 3 minutes
- Nearest bus stop - Palais Royal
- Walking distance to bus stop - 2 minutes
- Distance from airport - 15 kilometers from Orly Airport, 37 kilometers from Charles de Gaulle Airport
- Parking - public parking available 1 block away with an additional cost
- Valet parking
Airline Questions
How do I know which airline is included in a vacation package?
Many of our vacation providers offer vacations only for specific airlines, such as United Vacations, US Airways Vacations and Southwest Airlines Vacations. Others offer vacations via a variety of different airlines, such as Funjet Vacations and Mountain Vacations. In both cases, the airlines on which you will travel is outlined very clearly throughout the Reservations process both in the "title" of the vacation (for example, "Air and Hotel Vacation via United Airlines for 2-14 nights") and as you make flight selections throughout the process.
If it is a charter plane, can I find out who the airline is?
Yes. As described in the previous question, the airline included in a vacation package is clearly outlined throughout the Reservations process. In the case of a charter flight, the name of the airline is included as your flight choices are offered. Additionally, if TBA is listed as the flight number, the airline and flight times have not been finalized yet. Actual flight times and final departure return times will be available prior to departure here on the site. If you book a TBA flight, you will receive final notification of your actual carrier, flight number and departure/return times by US Mail. This will arrive separately from your travel documents.
What is an Airport Passenger Facility Charge or PFC?
The Airport Passenger Facility Charge (PFC) is imposed by an airport for each departing or connecting passenger. The proceeds are used for airport improvements. There is a maximum of 2 collectable PFCs per one-way ticket and a maximum of 4 collectable PFCs per roundtrip ticket. An airport may impose a PFC of either $1, $2 or $3 per person however, a passenger cannot be charged more than $12 on a roundtrip ticket. This charge is collected with final payment.
Frequent Flier Program Questions
What frequent flier programs are supported on the site?
Currently we support United Airlines Mileage accrual when purchasing via United Vacations. This allows you to directly enter your membership number during the reservation process and be rewarded for the appropriate miles once your travel has been completed. Please allow 6-8 weeks for the miles to show up on your reward statements. You will see a location for the membership number on the booking form.
If my frequent flier program is not supported on the site can I still accrue miles?
Many of our vacation packages do qualify for mileage accrual on the various scheduled air carriers. We recommend you take your mileage card with you to the airport and check with the airline directly upon check-in.
Error Message Help
Why did I get a credit card error when I made my reservation?
This may occur for several reasons. Please review this list and if the problem is not solved, please contact Customer Service.
- The address you provided may not match the billing address of your credit card
- The credit card is input incorrectly
- The expiration date is not correct
- Your vacation purchase price puts your credit card over the present limit
- The name provided is not an authorized user of the card
I got an "Address does not verify" or "ZIP Code does not verify" message. What should I do?
We recommend that you contact our Customer Service for further assistance.
I got an "Address verification system N/A" message.
What should I do?
We recommend that you try again later or contact our Customer Service.
I got a "Credit card not authorized" message.
What should I do?
We recommend that you choose to use an alternate credit card or that you contact your financial institution for the reason why you are unable to use your card.
I got an "Inventory depleted" message.
What should I do?
This message means that the flight inventory you requested just sold out. The flight may still have seats available at a different price. We recommend that you return to the beginning of the reservation process and choose the same flight at the current rate or that you select an alternate flight.
Who is eLeisure Network?
eLeisure Network is the company who provides seamless access to a broad variety of leisure travel products from the partner web site you are visiting. We provide the "booking engine" that enables you to connect to this travel inventory.
The partner site you are visiting is not part of eLeisure Network and may have different privacy policies and practices. We encourage you to review our business partners' privacy policies to further understand their procedures for collecting, using and disclosing your information.
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