Our Policies

Our Policies
Couples Resorts accommodates adults only, couples only, and guests must be 18 years of age or older to book and stay at any of our resorts.

There is a minimum length of stay requirement on some dates and can be changed at any time for any period.

Minimum length of stay requirements may vary for local residents, however, Jamaican residents must provide valid Jamaican ID to receive resident benefits.

Accommodation photographs are only a representation and not actual room floor plans.

Rates and Special Offers Terms & Conditions
Savings vary based on resort, room category, and travel dates. Minimum savings are reflective of price compared to the least expensive accommodation amongst all four Jamaica resorts during similar date range. Actual savings could be substantially more depending on resort and room category actually received. Sample rates shown may not represent current prices because our real-time pricing is constantly updating availability. Prices are based on 2 adults in one room and can vary by selected day of check-in, length of stay, hotel selected, hotel room category, and availability. Rates include service charges, taxes, gratuities, round trip transfers between Sangster International Airport (MBJ) and the resorts and more.

RESORT CREDITS MAY BE USED FOR THE FOLLOWING AMENITIES:

• Room category upgrades upon arrival (subject to availability)
• Spa and salon
• Private dinners
• Photos and photo packages from resort photographers
• Telephone charges
• Wines
• Gift shop
• Romance packages
• Night snorkeling

RESORT CREDITS MAY NOT BE USED FOR:

• Scuba, including PADI-certification and night dives
• Casino tokens or costs related to the casino
• Off-site excursions
• Arts, crafts, jewelry, and hair braiding from outside vendors
• Private transfers
• Private cruise
• Mandatory $500 vendor fee for outside photographers
• Wedding or Vow Renewal ceremony related fees
• Payment & cancellation policies

TRAVEL PROTECTION
We offer travel protection to guests who book directly with Couples Resorts. Otherwise, please consult with your travel agent. Our travel protection must be purchased prior or at the time of final payment. The Pre-Existing Medical Condition Exclusion can be waived provided your plan cost for this plan is received within 7 days of the date your initial payment or deposit is received and you are medically able and not disabled from travel. Travel Protection Plan benefits, limits, and provisions may vary by state/jurisdiction and not all coverage is available in all states. Travel insurance is non-refundable outside of the first look period. Full details »

Deferred Payment
Couples Resorts is pleased to offer two deferred payment plans available only through Couples.com.

a) Traditional Deposit

Hotel Only: At time of booking, a 2-night deposit is required in addition to full payment of any optional items (eg: Travel Insurance, Spa, etc).

Hotel + Air: At time of booking, a 2-night deposit is required in addition to full payment of flights and full payment of any optional items (eg: travel insurance, spa, etc).

b) “LoveAway” Payment Plan:

Hotel only: At time of booking, $100 USD deposit is required in addition to full payment of any optional items (eg: travel insurance, spa treatments, etc).

The date that the reservation is confirmed will determine subsequent payment dates. Every 30 days, the guest’s credit card will be automatically charged $100 USD. This process will be repeated each month until approximately 14 days prior to arrival when final payment is due at which point the remaining balance on the reservation will be charged.*

Hotel + Air**: At time of booking, a $100 USD deposit is required in addition to full payment of flights and full payment of any optional items (eg: travel insurance, spa treatments, etc).

The date that the reservation is confirmed will determine subsequent payment dates. Every 30 days, the guest’s credit card will be automatically charged $100 USD. This process will be repeated each month until approximately 14 days prior to arrival when final payment is due at which point the remaining balance on the reservation will be charged.*

All deferred payment plans require the full amount due 14 days prior to arrival. The credit card that was used for the initial payment(s) will automatically be charged any balance due.

*Guests traveling to Couples Negril, Couples Swept Away, Couples San Souci, or Couples Tower Isle Dec 25 – Jan 2 must complete full payment 45 days prior to arrival. Cancellations made within 45 days prior to arrival are subject to full penalties. Cancellations made more than 45 days prior to arrival will not incur any penalties as the hotel portion is refundable during this time.

** Per airline policies and rules, airfare must be paid in full at the time of the purchase.

Full Payment
Hotel Only: Collected at the time of the booking. Please note that full payment is due for any travel booked within 14 days of the arrival date. Note: Any additional items such as travel insurance, donation to Issa Trust Foundation, and other optional add-ons will be collected at the time of the booking and the amount will be added to the deposit due.

Hotel + Air: Full Payment can be collected at the time of the booking. Please note that full payment is due for any travel booked within 14 days of arrival date. Note: Per airline policies and rules airfare must be paid in full at the time of the purchase.

Any additional items such as travel insurance, donation to Issa Trust Foundation and other optional add-ons will be collected at the time of the booking and the amount will be added to the deposit due.

Flight Reconfirmation
The airline can modify flight schedules at any time. Couples Resorts will attempt to forward such notifications to the guest email provided at the time of booking. It is the passenger’s responsibility to reconfirm their flight with the airline 24 hours prior to the travel date (by checking directly on the airline website or by phone). Couples Resorts is not responsible for missed flights due to flight schedule changes.

Cancellation Policy
HOTEL: Cancellations made more than 14 days prior to arrival will not incur any penalties as the hotel portion is refundable during this time.** Cancellations within 14 days prior to arrival will incur penalties of 100% of the hotel price.* Refunds are not issued for late arrivals or early departures.

**Guests traveling to Couples Negril, Couples Swept Away, Couples Sans Souci, or Couples Tower Isle Dec 25 – Jan 2 must complete full payment 45 days prior to arrival. Cancellations made within 45 days prior to arrival are subject to full penalties. Cancellations made more than 45 days prior to arrival will not incur any penalties as the hotel portion is refundable during this time.

LOCALS: Cancellations made more than 14 days prior to arrival will not incur any penalties as the hotel portion is refundable during this time. Cancellations within 14 days prior to arrival will incur penalties of 100% of the hotel price.

OPTIONAL ITEMS: Tours, spa treatments, or other optional items are payable in full at the time of the booking, however they are refundable up to 14 days prior to arrival. Cancellations of optional items within 14 days prior to arrival are non-refundable.

AIRLINE TICKET*: Airline tickets are non-refundable. All changes are subject to the airlines rules and conditions and fees will apply. Name changes are not allowed.

*Couples Resorts is not responsible for airline unconfirmed segments. If such situation arises, Couples Resorts reservation staff will work with the guest and the airline representative to resolve the issue. If an alternative flight and pricing is not acceptable, the airline ticket will not be issued and collected payment will be refunded. There is a short delay between the time the booking is made when the credit card is charged and when the airline ticket is issued. Some airlines may require instant purchase. In some very rare occasions airfare may increase between the time the booking transaction was completed and the airline ticket is actually issued. Couples Resorts is not responsible for airline fare increases. If such situation arises, Couples Resorts will negotiate a rate adjustment, however, if unsuccessful, guests will be advised they may pay the fare increase or cancel the booking. The ticket will not be issued and collected funds will be refunded.

Best Deal Guarantee*
If a guest has confirmed a booking directly and finds a better deal during the same confirmed travel dates, and within 24 hours of original booking, Couples Resorts may agree to authorize the better deal, without penalty. Within 24-hours of flight purchases, if a direct guest finds a better deal with the same flight itinerary, Couples Resorts may agree to authorize the better deal, without penalty. Couples Resorts request for the change must be made with a travel agent or by calling 1-800-COUPLES. Please note that Couples Resorts reserves the right to limit the guarantee to certain offers and restrictions may apply. Best Deal is defined as the total value of nightly hotel only rate, plus added value offers.

Hurricane Policy
How to Stay Up-to-Date
In the event of an imminent hurricane, Couples Resorts will post regular advisories on the Couples website and social channels to inform guests of the travel dates covered by the Hurricane Policy. If a guest’s travel date is not specified, standard cancellation/no-show penalties will apply. Couples Resorts utilizes the official website of the National Oceanic and Atmospheric Administration (www.noaa.gov), to determine projected path and strength probabilities. If a storm has been declared a hurricane and the resorts/destination appear within the "Cone of Influence" on the 3-Day Tracking Map, the following policies and procedures will apply.

In the event of a hurricane, each guest should consult with his/her airline and travel agent that booked the stay or call 1-800-COUPLES for more information.

The safety and well-being of all of our guests at Couples Resorts is of the utmost importance. Please be assured that the resort management and staff have the training, resources, and experience to enable our guests to weather any storm.

TRAVEL PROTECTION IS RECOMMENDED
We encourage the purchase of travel protection in order to minimize any potential financial loss as Couples Resorts is under no legal obligation to offer any form of compensation related to any storm event.

Travel protection is only available to US residents. For details please consult this link: https://couples.com/policies/trip-mate

Arriving Guests
For arriving guests, penalties will be waived, and options are as follows:

Arriving guests will receive a stay credit on the hotel only portion of their booking and can elect to arrive at a future date at the prevailing rates and subject to availability. Should the prevailing rates be higher than their existing booking, guests may be asked to pay the difference between the original arrival date and the new arrival date. While it is not guaranteed, Couples Resorts will make every effort to confirm the new dates and the original room category. Couples Resorts is not responsible for airline fees.

Arriving guests that need to reduce their number of nights stayed due to the storm, will receive a stay credit on the hotel only portion of the booking, for the unused nights, valid for future travel at prevailing rates and subject to availability. While it is not guaranteed, Couples Resorts will make every effort to confirm the new dates and the original room category. Couples Resorts is not responsible for airline fees.

Cancellation:
The airline portion for each guest’s package is non-refundable. If a guest is unable to travel, the guest must contact the airline directly to avoid "no show" penalty. Otherwise, the guest’s air credit is valid up to one year from the date the airline ticket was issued. Most airlines will have fees to rebook, and this will be at the guest’s own expense. The hotel only portion is subject to the cancellation rules listed above (See “Payment & Cancellation Policies”).

On-Property Guests
For guests on property who may need to depart early due the storm:

Penalties may be waived and for unused nights, guests may receive a stay credit on the hotel only portion of the booking for future travel at prevailing rates and based on availability. Couples Resorts is not responsible for airline fees.

For guests on property if the resort is damaged and remains closed for an extended period of time:

Guests may elect to stay at one of the other available Couples Resorts locations at the same rate and, if available, a comparable room category. Should this option be chosen, no further compensation will be offered. Couples Resorts is not responsible for airline fees.

Guests can also elect to receive a stay credit on the hotel only portion of the booking for future dates over travel periods identified by Couples Resorts. Couples Resorts will guarantee the original rate (and category, if available). Couples Resorts is not responsible for airline fees.

For guests on property who are forced to extend their stay due to storm related flight delays.

Couples Resorts will charge a distressed traveler nightly rate per room, per night for each extended night, to be paid upon departure. Couples Resorts is not responsible for airline fees.

Third Party Providers
If a guest has products and services provided by third party suppliers to include, room reservations, airline tickets, car rentals and/or vacation insurance:

Please contact the third-party supplier that the product or service was booked through, as the guest may be responsible for any non-refundable payments, cancellation or change fees assessed by those suppliers.