FREQUENTLY ASKED QUESTIONS (FAQs)

Where can I verify if my unit was rented?

Visit TheRentalProgram to check the status of any unit you have enrolled in the rental program even if the unit was not enrolled online. You can also contact Membership Services to inquire about your rental status.

Why is my payment not guaranteed when it was guaranteed last year?

Guaranteed offers are limited time specials with specific rules for each year. The offers are determined depending on the demand for room night rentals. Also, members have to consider that seasonality for the intervals may vary from one year to another, especially if the year is a leap year.

What is the minimum of nights accepted in the rental program?

There is no minimum number of nights. Members can enroll from one night up to seven nights.

Will I be notified if my unit was rented?

No, The Rental Program will not call or mail the members to advise if the unit was rented. It is deemed the responsibility of the Member to contact The Rental Program in order to receive status information. Rental status can be verified online at TheRentalProgram, by telephone or email.

What does partial rental, listed, rented and guaranteed status mean?

• Guaranteed: Due to exceptionally high demand the rental of your unit is guaranteed.
• Partial Guaranteed: Due to high demand a portion of the rental of your unit is guaranteed.
• Rented: Your deposited unit is currently fully rented. We recommend you to check periodically for status changes.
• Partial Rental: A portion of your deposited unit is currently rented. We recommend you check periodically for status changes.
• Listed: Your unit was deposited in the rental program and is currently waiting for a reservation. It has not been rented yet.

In what order is my unit in the program, how many units are ahead of mine?

Enrolled units will be processed on a first deposited, first rented basis or any other criteria The Rental Program deems appropriate to guarantee customer satisfaction or fair unit assignment.

How can I remove my unit from the rental program?

Removal requests have to be sent in writing via email. Please verify the status of your enrollment before sending a removal request. If your unit is partial or totally rented or it was enrolled under a guaranteed offer, the same cannot be removed from the program. You will receive a confirmation of the removal or a denial via email. If you did not receive a confirmation, please contact Membership Services to verify your unit status.

Can I remove my unit at any time?

Yes, considering that the unit has not been rented or was not enrolled under a guaranteed offer. If you would like to remove your unit when the interval has already started, you will not be able to remove your unit online and must contact our offices directly to verify if the unit can be removed.

Why was my removal request denied?

Removals from the rental program are denied for the following reasons:

• The unit was enrolled under a guaranteed offer where removals are not allowed.
• The unit is partial or totally rented and the interval belongs to a HIGH or PREMIUM season. For these seasons, it is not feasible to relocate the renters to give the unit back to the member.
• The unit is partial or totally rented and the interval belongs to a MEDIUM or LOW season and there are no other units where to relocate the renters.

Can I remove my unit from the rental program if it’s not rented?

Yes, if the unit has not been rented, the Member will be able to remove the entire unit or a portion of it via online or by sending a written request to The Rental Program. If the interval has already started, the unit cannot be removed online.

Can I use the nights that are vacant?

Yes, the nights that have not been rented can be used by the member. First, the member must remove those nights by sending a written request to The Rental Program.

What will be my payment if I enroll my unit in the rental program?

Payment of rental proceeds will depend on if the unit was enrolled in the regular program or under a guaranteed offer. For resorts in Mexico (Regular or Guaranteed Offers), the payment of rental distribution proceeds will reflect a fixed value per night based on the unit type, season and interval/week. You may access the current member distribution proceeds by visiting TheRentalProgram.

When am I going to receive my check?

Payments will be processed approximately 14 days after the correspondent interval has ended. For members in the USA, checks have an approximate delivery time of up to 4 business days. For non US/CAN members, checks may take more than eight weeks to reach their destination, with risk of loss or theft in transit. In Mexico, some banks are not cashing checks in US dollars and they could be withheld by Customs.

What are my options to receive my payment for rental proceeds?

You have the following payment methods for your rental proceeds:

• Check in US dollars payable to all members in record (legal name).
• Check in US dollars payable to primary member (Payment Form is required).
• Royal Resorts Rewards (RRR).
• Wire transfers (there is a $25 fee, deducted automatically from rental proceeds; Payment Form and additional documents are required).
• ACH (only available for US members; Payment Form and additional documents are required).

Why is my wire transfer taking so long?

Wire transfers are configured manually with the bank by the Accounting Department. All documents and requirements must be complete to avoid delay. If anything is missing, the process is stopped and the member is contacted for missing information. Once configured, transfers are reviewed by Cash Management for quality control and then released.

Please take into consideration the following requirements to avoid delays in this process:

• The bank account has to belong to one or more members in the membership/contract. No exception.
• A letter on bank letterhead signed by a bank representative or a copy of a bank statement is required.
• Print screen of the bank website is not allowed.
• Illegible copies or edited images are not allowed.
• When sending a copy of a bank statement, members may cross sensitive information not needed for the wire transfer.
• For US banks: Bank Name, Address, Phone, ABA Number for wire transfers, Account Number, Name(s) on account and Address.
• For non-US banks: Bank Name, Address, Phone, Account Number, Name(s) on account, Address, Branch Number, Intermediary Bank, Swift Code and CLABE Code (for Mexican banks).
• Mexican members: do not send documents without CLABE CODE; it will not be accepted.
• If Swift Code is missing in the bank statement, it can be obtained from the bank and written on top of the copy.
• All members in the contract have to sign this form. If there is a deceased member in the contract, contact Membership Services to process a Title Change.

Where is my payment with Royal Resorts Rewards?

Royal Resorts Rewards are applied during the 14 days after the interval has ended. If not reflected in your account, contact Membership Services. To receive rental proceeds as RRR, the member must have an RRR account with accepted terms and conditions. RRR expires five years after the date of issue.

Can I apply my proceeds to my maintenance fees?

Yes, but for the following year, not the current year for the unit enrolled in the rental program. Rental proceeds must be converted to Royal Resorts Rewards first, by submitting a Rental Payment Form or informing via e-mail.

Can I cash my rental proceeds check in Mexico?

No. Due to banking reforms, Mexican banks no longer cash checks drawn in US banks. Mexican members should consider a different payment method to avoid reprocessing fees.

Can the rental proceeds check be sent to any person on the membership?

No, the check will be sent payable to all members of record (legal name) or to the primary member only, by submitting a Rental Payment Form.

Can we receive the rental proceeds via wire transfer?

Yes, by submitting a Rental Payment Form and providing the required documents to process the wire transfer.