Q & A

Click on any question below to reveal the answers you need to learn the program.

Here are the most frequently asked questions about the Emerald Extras award program:

For awards beginning with "17-", your last date to arrive on your 7-night vacation is Sunday, February 10th, 2019. If your new award begins with "18-", the last date to arrive is Sunday, February 9th, 2020.
Yes. There are two periods each year when arrivals are not possible. In 2018, the dates of November 16 - 23 and December 21 - 31. In 2019, the Black Out dates are November 22 - 28 and December 20 - 31. Since all of our vacation weeks begin on a Fri, Sat or Sun, your first available check-in date is January 4, 2019 (2017 awards) and January 3, 2020 (2018 awards).
No. The program headquarters will not allow any extensions for any circumstances.
If you already have an account here at Resort Sampler, all you need to do is log in using your email address and password, then Register your new award... you DO NOT need a new account each program year. If this is your first award, you will need to create an account. Go to ResortSampler.com. From the Home Page, click "Book", then "Create Account". Enter your email address (twice), then click "Continue". We'll send you a temporary password which will allow you to create the rest of your account, including entering your own permanent password and registering your new award.
No problem. We can still help you arrange a trip if you call us at 800-790-8175 (Mon-Fri., 9am-6pm ET)
For certificates numbered 17-0-XXXX or 18-0-XXXX, this certificate entitles you to seven (7) night's accommodations for up to two adults and two children (under age 18) in a studio resort suite. In some cases, studio accommodations in some resorts (including resorts in Mexico) can only accommodate two adults and no others, including children.
For Certificates numbered 17-1-XXXX or 18-1-XXXX, this certificate entitles you to seven (7) night's accommodations for up to four adults in a 1-bedroom resort suite. In the event that a 1-bedroom unit is not available at the destination and resort on the dates you request, you may be offered a studio-sized unit or a 2-bedroom unit at the time of booking. If a studio unit is booked, no credit or compensation will be offered. If a 2-bedroom unit is the only unit available, you will be offered this unit for a discounted upgrade charge.
For Certificates numbered 17-2-XXXX or 18-2-XXXX, this certificate entitles you to seven (7) night's accommodations for up to four or six adults in a 1-or 2- bedroom resort suite. In the event that a 1-or 2- bedroom unit is not available at the destination and resort on the dates you request, you will be offered the largest unit available at time of booking. If a one bedroom or studio-sized unit is the largest available, no credit or compensation will be offered.
This certificate is valid for up to 7 nights resort accommodations only. It does not include transportation, meals, all-inclusive fees, tips, telephone charges, service charges, parking, Wi-Fi fee, resort fees, incidental expenses, excursions and other items of a personal nature. Some resorts charge a nightly or weekly housekeeping fee. Also, some jurisdictions may impose a transient occupancy tax. Where possible, we will advise you of these fees before you book. These fees are NOT INCLUDED in your award and must be paid directly to the resort upon check-in or check-out.
NO! All reservations are final and cannot be changed or cancelled once booked. If you cancel your reservation, you will forfeit your award, your Reservation Deposit, and any unit Upgrade Fee if applicable. In some cases, we can change the Guest Name on your existing reservation so a friend or relative can travel in your place.
Many of the 1- and 2-bedroom resort condos in our program have King sized beds in the master bedroom, but this CAN NOT be guaranteed. We can not guarantee a particular bedding arrangement, nor can we guarantee the specific location, floor or view of the unit you book. All resort unit assignments are controlled by the resort and assigned at time of check-in.
In most cases, yes. If you have a BASE Level award and would like to bring other guests or just prefer more room to relax, we can often offer you upgrades to 1- and 2-bedroom units for a deeply discounted rate. Keep in mind that if you travel with 4 adults in a Studio or 1-bedroom unit, two of the adults will be using the sleeper sofa as bedding.
Prices for upgraded accommodations are based upon the specific destination, resort, date and unit-types selected. Prices generally range from $199 - $799 for the week.
There is a $149 Reservations Deposit which won't be collected until your accommodations are confirmed. Payment must be made with a major credit card. Once you return from your trip your $149 Reservations Deposit will be sent to you via check, usually the first week of the month following the month you check-out. Further, you may have expenses paid directly to the resort as indicated above.
Most often, check-in days are limited to Fridays, Saturdays or Sundays.
No. You can make your stay shorter if you like. If you're going to arrive later than your scheduled check-in day, call the resort at the number provided on your confirmation and let them know. You can check out any day you choose. Any upgrade fee paid for the reservation is for the full stay regardless of how many nights you stay.
No. Only one reservation can be made per award regardless of the number of nights, and almost all of the inventory available in this program is one week long.
In many cases, you can download your confirmation from the website at the time of your booking. In some cases, it may take a week or more to get your confirmation from our inventory suppliers. PLEASE NOTE: We strongly suggest that you don't purchase airfare until you receive your confirmation from customerservice@resortsampler.com or are advised that it is safe to proceed with booking your airfare by a member of our staff.
Please request a travel destination and date at least 45 days in advance. Remember, the sooner, the better! You get the best availability anywhere between 4 & 6 months in advance of the check-in date. If you have firm plans, please let us know right away. This is especially important for travel during peak months (winter in Hawaii, summer in Myrtle Beach, etc.) The more time you allow us to make your plans, the more options we can offer you. However, once your accommodations are confirmed, they can't be changed, so plan accordingly.
You may call us at 1-800-790-8175 (Mon-Fri, 9am-6pm ET) with any questions and we would be happy to provide answers. It's always a good idea to contact the resort directly 2-3 days prior to your arrival to re-confirm your reservation. You may certainly call the resort with any resort specific questions, but keep in mind they will NOT be able to modify your reservation in any way.
The best way to travel with another couple is to upgrade your reservation to a 2-bedroom unit that will sleep up to 6 adults. Keep in mind that if you travel with 4 adults in a Studio or 1-bedroom unit, two of the adults will be using the sleeper sofa as bedding. There is a possibility that we can find 2 separate units at the same resort with the same arrival date, but this can be very challenging. Further, if you have 2 awards and want to stay 2 consecutive weeks, please note that this is also very challenging to arrange. Please allow us extra time to make any special arrangements!
In most cases, no, although some resorts require a credit card deposit at check-in to cover incidental charges such as long distance telephone calls. And some resorts are required to collect a transient occupancy tax or a small housekeeping fee from all travelers. If this is the case, it will be noted on your confirmation. Further, many resorts in Mexico are All-Inclusive Resorts only. Should you choose to redeem your accommodations in an all-inclusive resort, please note that you will be required to pay an all-inclusive resort fee directly to the resort upon check-in. These fees are generally an excellent value, and can range from $90 per person, per day. This option is "by request" only.
Yes you can, as long as you do so more than 30 days before award expiration. Further, the award recipient MUST BE 21 years of age. Awards can only be transfered once. Just log in to your account and select the award you would like to transfer. Make sure you have all of the recipient's contact info, including email address. Remember, transfers are not allowed after mid-January before the certificate expires.
No! You are under no obligation to attend any type of presentation. You may be invited to attend various presentations, however, we do not recommend that you accept these invitations. Please let us know after your trip if you encounter any aggressive sales or solicitation practices at the resort we book for you.
Choosing the Resort Sampler award by your award selection deadline DOES NOT mean you have to choose your destination and travel date at the same time. If you have a 2017 Resort Sampler condo award (begins with "17-"), you will need to book your trip with an arrival date anytime prior to February 10th, 2019 to redeem your award. When you choose the 2018 Resort Sampler condo award, you will need to book your trip with an arrival date anytime prior to February 9th, 2020.
It will be very hard to arrange your trip unless you are going to Orlando. Very few resorts have 3-bedroom units, and most resorts can only accommodate 6 in a 2-bedroom unit. At some resorts in Orlando, the 2-bedroom units have two full-sized beds in the second bedroom or two sleeper sofas in the living room. This would accommodate a party of 8. In Orlando, Myrtle Beach, Branson, or Hilton Head, SC we can try to find you a 3-bedroom unit for an upgrade charge.
Yes, but this can be difficult and takes extra time to arrange. The all-inclusive resorts in our progam are MANDATORY all inclusive resorts. This means you can't book this resort unless you agree to pay all-inclusive fees directly to the resort. These fees are charged by the resorts per person, per day. These fees range from $85 to $285 per person, per day. To book a MANDATORY all-inclusive resort using your award, contact us directly by phone. You will need to tell us the maximum amount you would be willing to pay the resort (per person, per day). We will then research your resort options and provide you with these choices. All-inclusive resorts can not be booked online.