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FREQUENTLY ASKED QUESTIONS

FIND ALL DETAILED ANSWERS RELATED TO EXOTIC TRAVELERS

RESERVATIONS

What are the Lomas Hospitality hotels?
Lomas Hospitality offers a unique and exceptional experience for our members. Whether you're looking for a romantic getaway, a family vacation, or a peaceful break, we have the perfect place for you. Find yours at our resorts:
  • Palafitos Overwater Bungalows
  • El Dorado Maroma
  • El Dorado Royale
  • El Dorado Casitas Royale
  • Generations Riviera Maya
  • El Dorado Seaside Suites
  • El Dorado Seaside Palms
  • Hidden Beach Resort Au Naturel
  • Nickelodeon Riviera Maya
Where can I pay for my reservations?
  • Exotic Travelers members who have made reservations at Lomas Hospitality Hotels must contact Exotic Reservations to manage and finalize pending payments of their balances, whether they initiated their reservation through PGS, directly with Exotic Reservations, or through the website.
  • Exotic Travelers members with reservations made at Karisma Hotels through PGS are requested to contact PGS directly at phone number 1 888 225 1905 or email memberservices@prestigetravelers.com.
  • Exotic Travelers members with reservations at Karisma Hotels through Exotic Reservations or the Exotic Travelers website should contact Exotic Reservations to manage and conclude the corresponding payments at phone number 800 649 0857 or by sending an email to reservationservices@exotictravelers.com.
What are the official means to make a reservation?
You can contact our reservation center by calling phone number 855 285 0171 or via email at reservationservices@exotictravelers.com. You can also create your reservation through our website www.exotictravelers.com.
How can I change, cancel or pay for my reservation?
To make updates or payments to any reservation made through the Exotic Reservations contact center or the Exotic Travelers website, simply get in touch with our reservations team. You can call us at 855 285 0171 or email us at reservationservices@exotictravelers.com. We'll be happy to assist you!
Can I still redeem my FlyBack when staying at Lomas Hospitality hotels?
Absolutely! As an Exotic Travelers member, you can redeem your FlyBack when traveling to Lomas Hospitality hotels.
Who should I pay for my reservations for Lomas Hospitality hotels?
To manage your payments, please contact our reservations team. You can call us at 800 649 0857 or email us at reservationservices@exotictravelers.com. We'll be happy to assist you!
If my reservation was made before August 24th, who should I contact to pay for it?
Before August 24th, 2023, Premier Guest Services (PGS) assisted us with reservation management. However, starting from that date, we have internally taken over all processes for the benefit of our members.
Do you have a toll-free number for the UK?
Our toll-free number for the UK is 08 082 344 321 or you can email us at reservationservices@exotictravelers.com.
How long should I wait to receive a response to my email from the reservations team?
We are committed to providing a response to your email within 24 hours of its receipt. Your inquiry is important to us, and we will work diligently to address it.
If my reservation includes FlexPass, will it be honored?
Of course! If you made your reservation by adding the FlexPass for Lomas Hospitality Hotels, you can rest assured that your FlexPass will be valid, and we will gladly honor it.
My contract states that I can redeem my FlyBack when staying at Karisma hotels. Can I still use it at Lomas Hospitality hotels?
Absolutely! As an Exotic Travelers member, you can redeem your FlyBack when traveling to Lomas Hospitality hotels.
How can I receive the status of my account to send to Flyback?
At the moment, you can request it from your Verification Legal Officer. We are working to make it possible for you to download the document from the website.
Where can I view my reservation history?
Our IT team is still working to enable you to view current reservation history on our website. Reservation histories prior to August 24, 2023, remain unavailable. In the meantime, if you wish to make a reservation, you can easily do so through our website or by contacting our customer service team at 855 285 0171 or by emailing reservationservices@exotictravelers.com.

BENEFITS

I received credits for my reservation as a part of my membership benefits. How do they work?
Ruby, Emerald, Diamond, and Diamond Elite members will receive credits when booking a minimum stay of 4 nights in the corresponding room categories or when booking any room category with the Follow Me program. These credits can be applied towards room charges such as the purchase of higher room categories, beauty salon, spa services and treatments, food and beverages not included in the all-inclusive package, culinary experiences, special venues, tours and transportation upgrades booked through Lomas Travel. Credits are non-commulative, not transferable, not redeemable for cash, and not applicable for gift shop purchases, product sales at Naay Spa, or hotel reservations.
I have a shared membership. Will the credit I receive for my stay be split between all the members?
Credits for Ruby category rooms are applied to every reservation of a minimum stay of 4 nights. Credits for Emerald, Diamond and Diamond Elite room categories are applied per every two adults booked in a reservation regardless of how many adults are booked.
The credits I received specify that they will be provided 'per two adults.' Will an additional odd-numbered adult receive credits?
Yes: any odd-numbered adult will receive the equivalent credit corresponding to the category.
I am a single adult traveling with a child. Do I receive the corresponding credit per two adults?
The corresponding credits for Emerald, Diamond, and Diamond Elite room categories are provided in full for every two adults. When traveling as a single adult or a single adult with one child, the credits provided will be partial. However, when traveling as a single adult with two children, the credits provided will be equivalent to those provided for every two adults.
Do my kids receive credits for our stay?
The credits are provided per every two adults; however, they can be used towards any applicable charges billed to your room or through your Lomas Travel representative.
I am traveling with friends and/or family. Do they receive credits as well?
Friends and/or family will receive credits when staying in the same room as the member in an applicable room category.
I no longer see spa treatments or excursions included in my benefits.
As part of your new benefits, room categories that previously included specific spa treatments and excursions now offer credits that exceed the value of these services. This enables you to book more treatments and services than before and can be applied to the treatments and services of your choosing.** **Restrictions apply.
If the services charged to my room bill exceed my membership credit, can I apply the total credits and pay the difference?
Please consider that any charges you wish to apply these credits to must fall within the specified range of credits received. Credits can only be applied towards the full payment of every service charged to the room or through the Lomas Travel representative. Exotic Travelers is billed for the services paid with these credits, therefore they cannot be processed as partial charges due to administrative constraints.

WEBSITE

I haven't received any information to access the website yet, nor am I receiving official communications via email.
Good news! 95% of our members have already received a login email for the website. If you haven't received yours yet or are not receiving official information, we invite you to check your spam folder for an email from the sender noreply@exotictravelers.com, or alternatively, complete the form at the following link: https://grupolomas.my.site.com/exotictravelers/s/login

We recommend adding our email addresses, memberservices@exotictravelers.com and noreply@exotictravelers.com, to your contact list. This way, we ensure that our future messages reach your inbox directly, without any issues.

If you continue to experience problems or if you wish to update your contact information, please don't hesitate to contact our reservations team at 800 649 0857 or send an email to memberservices@exotictravelers.com.
As the main account owner, you've received your login details. How can co-owners of my membership obtain their login credentials and make reservations?
Moving forward, for security purposes, co-owners will be able to make reservations using the login credentials solely with the main account holder's access.
Where can I view my reservation history?
Our IT team is still working to enable you to view current reservation history on our website. Unfortunately, reservation histories prior to August 24, 2023, were not provided to us. In the meantime, if you wish to make a reservation, you can easily do so through our website or by contacting our customer service team at 800 649 0857 or by emailing reservationservices@exotictravelers.com.
How can I reset my password?
On our website's login page, click on the 'Forgot Your Password?' option. You will then be prompted to enter your username and will receive further instructions via email from either memberservices@exotictravelers.com or noreply@exotictravelers.com to reset your password at the email address associated with your account.
As the main account owner, I have received my login details. How can co-owners of my membership obtain their login credentials and make reservations?
Moving forward, for security purposes, co-owners will be able to make reservations solely using the login credentials of the main account holder.
I'm experiencing issues with the website. Who can I contact about this?
If you're experiencing any issues with our website, please don't hesitate to contact us. You can call us at 855 285 0171 or send us an email at memberservices@exotictravelers.com. We are ready and willing to address your concerns as quickly as possible.

SOCIAL MEDIA

What are Exotic Travelers' official pages on social media?
We invite you to follow us to stay updated on all our news: Facebook: https://www.facebook.com/GLETravelersClub/ Instagram: https://www.instagram.com/exotictravelersclub/
How can I receive reliable communication?
To ensure authentic communication, we recommend that you use our official contact channels: Website: https://exotictravelers.com/ Social media: https://www.facebook.com/GLETravelersClub/ and https://www.instagram.com/exotictravelersclub/ Email: memberservices@exotictravelers.com, noreply@exotictravelers.com, customercare@exotictravelers.com, rewardsprograms@exotictravelers.com, exoticexchanges@exotictravelers.com, and reservationservices@exotictravelers.com Reservations phone: 855 285 0171
How can I receive reliable communication?

SECURITY MEASURES

I am receiving suspicious emails and calls.
You should only be contacted through email or phone calls from our official email addresses and phone numbers to obtain any information related to your membership. Members should be cautious when responding to correspondence that shows any variation in the official spelling and/or additional format of our official domains. Any outstanding balance or other payments related to your membership can ONLY be processed through your legal verifier. Any outstanding balance or reservation payments can only be processed through our reservations center or our official website: https://exotictravelers.com/es/. Your security is our top priority. If a third-party company contacts you and you perceive suspicious activity, please contact us immediately at memberservices@exotictravelers.com, your legal verifier, or through our phone number 855 285 0171.
I have been offered to repurchase my membership. Is this legitimate?
We want to assure you that this is not a service we offer. We suggest you be cautious when receiving this type of communication. To address any concerns about it, we recommend you contact your legal verifier or memberservices@exotictravelers.com.

Your Journey Starts Here

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