Question 1

How can I make reservations?

Accepted Answer

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

Question 2

What are the Member Advisors' service hours?

Accepted Answer

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

Question 3

How can I use my Reward Nights?

Accepted Answer

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.

Question 4

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

Accepted Answer

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.

Question 5

At which hotels can I use my Reward Nights?

Accepted Answer

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).

Question 6

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

Accepted Answer

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

Question 7

Are there blackout dates for Reward Nights?

Accepted Answer

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

Question 8

When does the complimentary room upgrade apply?

Accepted Answer

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.

Question 9

How much does a room upgrade cost?

Accepted Answer

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

Question 10

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

Accepted Answer

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.

Question 11

How many beneficiaries can I add to my membership?

Accepted Answer

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

Question 12

Can my beneficiaries travel without me?

Accepted Answer

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

Question 13

What is the cancellation policy for reservations?

Accepted Answer

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.

Question 14

How do I book ground transportation?

Accepted Answer

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.

Question 15

Is transportation included in my reservation?

Accepted Answer

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.

Question 16

How many reservations can I make per year?

Accepted Answer

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

Question 17

How far in advance can I make a reservation?

Accepted Answer

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

Question 18

Do I have access to premium/club areas?

Accepted Answer

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

Question 19

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

Accepted Answer

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

Question 20

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

Accepted Answer

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

Question 21

Who can explain my benefits and discounts to me?

Accepted Answer

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

Question 22

How can I request my contract?

Accepted Answer

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.

Question 23

Can I pay for my reservation upon check-in?

Accepted Answer

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.

Question 24

When do I need to pay for my reservation?

Accepted Answer

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.

Question 25

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

Accepted Answer

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

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