Frequently Asked Questions
BEFORE YOU BOOK
What is a "Guarantee" room?
A Guarantee room means that you are not assigned a cabin number at time of booking. You are guaranteed a cabin in your selected category or higher. The cruise line will automatically assign your cabin within 30 days of departure. With this option, location preferences cannot be notated and unobstructed views cannot be guaranteed. Cabin assignments are at the discretion of the cruise line.
If you have specific cabin preferences or requirements—for instance, location preferences (mid-ship, near an elevator, far from public areas/decks), wheelchair accessible, connecting cabins—then Online Vacation Center recommends not booking a Guarantee room, if possible.
What is the Nonrefundable Agency Fee?
The Nonrefundable Agency Fee works just like the cruise line's deposit. It secures the room for you and reduces the total amount due at final payment. It is not a charge in addition to your cruise fare. It is nonrefundable after 24 hours, but in the event of cancellation before final payment, it will be held on file and can be used toward your next cruise. You have six months from the date of cancellation to use your deposit, or it is forfeited.
Keep in mind that your cruise need not sail in six months, but only needs to be booked within that time.
How can I learn more about obtaining a visa to travel to a country that requires one?
Visa requirements change frequently and for many reasons. Because of this, our Personal Vacation Managers are unable to provide the most current visa information.
The best way to obtain up-to-date information regarding visa requirements is to visit the official US government website for Americans traveling abroad, Travel.State.Gov, which has specific information on the countries you would like to visit, including visa requirements.
Some cruise lines offer visa services for your cruise at an additional charge. However, this is not always available.
You may also use a third-party visa service, such as
CIBTvisas. These services require an additional service fee but make the process of applying for a visa easier for many people.
Do you offer interline rates, senior rates, military discounts, police and fire rescue discounts, and other special rates?
Yes, provided that these rates are offered by the cruise line or travel company.
Why is it important to purchase travel insurance even if I have medical insurance?
Travel insurance is a necessity on any voyage leaving the United States and can be helpful on shorter, local cruises, as well. Most health insurance plans do not cover international medical costs, and the care available internationally may not be comparable to the care you receive at home.
It is important that you consider the costs associated with seeking emergency medical attention abroad, as well as procuring new flights home, and incidental expenses during your medical stay in a foreign country. These can easily reach tens of thousands of dollars. Travel insurance will cover these expenses in most situations.
Moreover, travel insurance would also cover cancellation of your trip in the event you, your traveling partners or one of your family members becomes ill. Many of our canceled trips are because of illness of a non-traveling family member, and this would still be covered under our travel insurance policy. Cancellation penalties vary by cruise line, but all cruise lines eventually reach 100% nonrefundability by about 15 to 30 days prior to your cruise. Please also note that our Value Inclusive Packages are completely non-refundable after final payment.
Most of our guests elect to purchase travel insurance. Please refer to our Travel Insurance page for more information.
ALREADY BOOKED
How can I make additional payments once I have paid the deposit online?
Call a Personal Vacation Manager at
to make additional payments. A PVM will be happy to assist you.
I've booked a cruise that comes with an amenity (spa treatment, specialty dining, parking, etc.). When & how will I receive this voucher?
Amenity vouchers are sent out by e-mail no later than seven days before your cruise. Please call a Personal Vacation Manager at
if you are within one week of sailing and have not received your voucher.
Where can I request my tags if I am sailing within 30 days and have not yet received them?
If you're sailing with Royal Caribbean International, Celebrity Cruises or Azamara Club Cruises, your luggage tags may be requested through the Online Check-in option on the cruise line's website.
Norwegian Cruise Line and Carnival Cruise Lines allow you to print your luggage tags with your final documents on their Online Check-in page.
If you are on a luxury cruise or a river cruise, the tags will be mailed to your physical address with your final documents.
If you have additional questions regarding luggage tags, please call a Personal Vacation Manager at
.
How can I complete the Online Check-in process for the cruise line?
Why do I have multiple reservation numbers?
Your Online Vacation Center Confirmation Number is the best number to reference when communicating with Online Vacation Center (calling, emailing, customer portal, etc.). The cruise lines will not recognize this number.
Your Cruise Line (or Tour Operator) Reservation Number is the reservation number that you should reference if contacting the cruise line and/or use to complete your online check-in on the cruise line's website.
Why is the Onboard Credit (OBC) reflected on the cruise line website less than on my Online Vacation Center Confirmation?
Promotional OBC may be provided from multiple companies in order to get to the total displayed on your Online Vacation Center confirmation. OBC reflected on the cruise line website is provided by the cruise line itself. Additional OBC coming from Online Vacation Center or other partners will not be available or reflected until you are onboard the ship.
CUSTOMER PORTAL
How do I login to manage my bookings?
Logging in requires your First Name, Last Name and Online Vacation Center Confirmation Number (or Supplier Reservation Number). Your Confirmation Number appears towards the top of your Confirmation as a 10-digit number (example: 1037408410).
Why is my booking Locked ?
A Lock icon may appear if your booking has recently been submitted or modified and has yet to be reviewed for quality assurance. This is temporary while your booking is being reviewed. Check back in 1-2 business days to view your booking.
Are the Tasks I mark complete in the Customer Portal communicated to the cruise line or tour operator?
No. The Tasks and Alerts within the Online Vacation Center Customer Portal serve as reminders that either action or review is recommended to keep you informed throughout the vacation planning and preparation process. Marking items as Complete is for your knowledge and peace of mind to stay on track.
Can I cancel a request I submitted on the Customer Portal?
No, requests cannot be canceled online. However, booking requests such as a Dining Time change, a Bedding Preference notation, adding Supplier Past Guest Numbers and Insurance Purchase requests are reviewed by the Online Vacation Center Customer Service Team before being completed. Cancellation requests may be submitted within 1-2 business days via the Ask a Question form or by calling
and following the prompts for Service to speak with a representative.
What are Tasks and Alerts?
Urgent Alerts mean that action is required as soon as possible in regard to the specified reservation. For questions or immediate assistance, please call us at
so that Online Vacation Center may make the necessary updates to your reservation. Examples include obtaining credit card authorization for an upcoming payment, accepting the Online Vacation Center Terms and Conditions, or notification of a credit card decline.
General Tasks (Past Due and Upcoming) serve as reminders to keep you informed throughout the reservation process and provide you the opportunity to review and ask questions at the appropriate time. In the Tasks and Alerts page you may mark these items complete along the way to ensure you don't miss anything!
Can I update/change my credit card on file?
Yes! For each individual booking, you may update the credit card by viewing your Booking, scrolling to the Payment Details and History section and clicking on the Update Card button. Once Submitted, your payment method will be automatically updated and authorized for future payments on that specific booking.
If you have multiple credit cards on file for a specific reservation and/or passengers are paying separately, you can call us at
to update your payment method.
Why does my booking show Card Invalid?
This message may display if you made your booking online, onboard a previous cruise or if the booking was transferred to Online Vacation Center. If this message is displayed and there is a balance due on your booking, then an updated credit card is needed in order to process any pending payments. You may click the Update Card button in order to update your payment method on file or you may call us at
and follow the prompts for Service.
VALUE INCLUSIVE PACKAGES
What is a Value Inclusive Package?
A Value Inclusive Package (VIP) is the best and most convenient way to book your upcoming cruise vacation. The VIP combines your cruise with air (to and from listed Gateway city), hotel stay(s) and transfers - all while saving you money and the headache of arranging these details yourself. Ask your Personal Vacation Manager if a VIP package exists on the destination you're interested in to see what your options are.
I have special dietary needs and/or food allergies. Can you accommodate them?
Please advise your Personal Vacation Manager when making your reservation so we can inform the airline and any applicable restaurants ahead of your arrival.
I have mobility restrictions, and/or I need an Accessible room.
If you are bringing a walker, wheelchair or scooter, you need to advise your Personal Vacation Manager so that appropriate accessible transportation can be arranged. We can also request an accessible room at the hotel(s) on your behalf. Please note that requests are subject to hotel room availability.
Why do you need my passport information?
Your Value Inclusive Package may contain an internal flight between cities, an invitation letter for a tourist visa, or a stay in a country where the hotel is required by law to gather their guests' passport information for security purposes. We want to have the most up-to-date information on file, so kindly ensure that the names as they appear on your Online Vacation Center confirmation match your passport exactly and that your passport is valid for at least six months past your vacation end date to ensure the smoothest travel experience.
Can I fly to or from my home airport if it is not listed as an available gateway?
We offer pricing options for the most common air gateways on many of our Value Inclusive Package itineraries. If you would prefer to fly from an unlisted airport, you must first confirm your reservation with one of the listed airports as your default gateway. Next you will ask your Personal Vacation Manager to obtain a quote from your preferred airport. Once the quote has been provided to you, you may either accept or decline the offer and any additional charges contained within.
If you choose to decline, you may keep the air from the default gateway that you previously selected and make your own travel arrangements to/from that gateway, or you may elect to take the air credit and arrange your own air travel. If you elect to take the air credit, any airport transfers included in the package will be forfeit.
We do our very best to be flexible and provide you with options. Please note that air requests must be submitted prior to final payment and no changes can be made once flights are ticketed. Any changes after ticketing will result in additional costs, penalties and/or fees.
Is it possible to fly in earlier or fly out later than the dates listed on the package?
In some cases, we may be able to add hotel nights for those wishing to deviate from the original package dates. Your Personal Vacation Manager can assist with availability and a quote for the additional hotel night(s), updated air travel and private transfer from the airport. To change your flight dates, this option will require a $50 deviation fee. This fee is nonrefundable if you decided against the changes. However, if you accept the new dates and associated cost then the $50 fee will count towards that additional collection.
When will flight or hotel information be available for the VIP I recently booked?
An updated confirmation will be sent to you by e-mail, at the very latest, 30 days before you sail. We cannot confirm air information for these bookings until then. The hotel and transfer information will also be sent by e-mail 30 days before you sail.
OTHER QUESTIONS
Which locations do you serve?
If you reside in the US or Canada, our Personal Vacation Managers® are able to book your travel—whether you're in New York, Houston, The Villages, San Diego or beyond! Contact us if you live elsewhere (outside the US or Canada) and have questions regarding your eligibility to make a reservation. Online Vacation Center is a Registered Seller of Travel in the States of Florida, California, and Washington as required.
Can I use an Online Vacation Center gift card toward a booking I have already made?
The gift cards that are sent out by our Personal Vacation Managers are our way of rewarding past guests for continuing to book with us. Unfortunately, we cannot apply a gift card retroactively - they must be used at the time of booking. Gift cards may only be used for Online Vacation Center vacation offers and are not redeemable onboard cruise or tour. Additional terms, conditions or restrictions may apply. Please call
, and ask a Personal Vacation Manager for details.
What should I do if I do not see my question listed?
Our Frequently Asked Questions page includes answers to the most common questions we receive. If you have additional questions or need more information, you may
Contact Us electronically through our online submission form or via phone at
. Our Personal Vacation Managers are happy to answer any questions you may have!
View Online Vacation Center's General Terms and Conditions: Click Here
