FAQS

WEBSITE

When will the website be ready? 

Our website, exotictravelers.com is active. Our team is focused daily on implementing new features and solving technical issues to ensure excellent service.

When will I get my login information?

Good news! Over 70% of our partners have already received their login information. We are working diligently to send the information to the remaining partners. If you haven’t received yours yet, we invite you to complete the form at the following link: https://grupolomas.my.site.com/exotictravelers/s/login/error?language=en_US

I’m a head member and I received my login information. How can my co-owners make a reservation?

From now on, you can make your reservations using the primary member’s login credentials. We are working to send login credentials to co-owners as soon as possible.

Where can I see my account information?

Shortly, this information will be available on our website soon; however, if you wish to make a reservation, you can continue to do so through the website or call center.

SOCIAL MEDIA

Which are the official Exotic Travelers social media pages?

We invite you to follow us to stay informed about all our updates:

https://www.facebook.com/GLETravelersClub/ and https://www.instagram.com/exotictravelersclub/

How can I receive trustworthy communication?

To ensure an authentic touch, we recommend that you use our designated contact channels:  

How can I sign up for an official newsletter?

It’s effortless. We invite you to visit our website at the following link: https://exotictravelers.com/

Why am I not receiving updates via email?

We’re sorry that you’re not receiving our email updates. We recommend first checking your spam or junk email folder to resolve this. Sometimes, our messages may end up there by mistake. Add our email address, memberservices@exotictravelers.com, to your contact list. This way, we ensure our future messages reach your inbox without issues. If you continue to have problems or wish to update your contact information, please don’t hesitate to contact our reservations team at 855 285 0171 to update your information.

I am experiencing trouble with the website. Who can I contact regarding this?

If you are experiencing any issues with our website, please contact us. You can call us at the number 855 285 0171 or send us an email to memberservices@exotictravelers.com. We are ready and willing to address your concerns as quickly as possible.

RESERVATIONS

What are the Lomas Hospitality hotels?

Each of these hotels offers a unique and exceptional experience for our guests. Whether you’re looking for a romantic getaway, a family vacation, or a peaceful break, we have the perfect place for you. Find yours in 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 review my bookings?

We’re ready to assist you! You can get in touch with our Reservations team to review all your new reservations at 855 285 0171 or reservationservices@exotictravelers.com

Where can I make payments for my reservations?

Exotic members who have made reservations at El Dorado Spa Resorts hotels should contact Exotic Reservations to manage and complete the pending payments on their balances, whether they made their reservations through PGS or directly with Exotic Reservations.

  • For reservations at Karisma hotels made through PGS, we kindly ask you to contact PGS directly to finalize the payment process.
  • If you have reservations at Karisma hotels made through Exotic Reservations, please contact Exotic Reservations to handle and complete the required payments.

How can I book a reservation?

You can contact our call center at  855 285 0171; we are currently experiencing a large influx of calls and appreciate your patience. You can also book your reservation through our website.

How can I make changes to my booking?

You can get in touch with our Reservations team at 855 285 0171 or reservationservices@exotictravelers.com

How can I make changes to my booking for a Karisma hotel?

Please contact PGS at 1 888 225 1905 or memberservices@prestigetravelers.com

Who should I be paying for my reservations for Karisma hotels?

Please contact PGS at 1 888 225 1905 or memberservices@prestigetravelers.com

Who should I be paying for my reservations for Lomas Hospitality* Hotels?

  • If your reservation was made through our reservations team, you can contact them at 855 285 0171 or reservationservices@exotictravelers.com.
  • You should pay through the same channel if your reservation were made through the website. 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, as of that date, we have taken over all processes internally for the benefit of our members. If someone reaches out to you by Premier Guest Services (PGS) and your booking was made for a Karisma hotel, you can pay them. If your booking is for a Lomas Hospitality* hotel, we kindly request that you disregard their communication and instead reach out to us at 855 285 0171 or reservationservices@exotictravelers.com

PGS has let me know my reservation is canceled. How can I verify its status?

  • There’s a high probability that your reservation hasn’t been canceled. Feel free to reach out to our Reservations team at 855-285-0171 or send an email to reservationservices@exotictravelers.com for further assistance.

Do you have a toll-free number for the UK?

We will be releasing our toll-free number for the UK soon. However, for now, you can contact our Reservations team at +52 998 689 3515 or reservationservices@exotictravelers.com

I am an Exotic Travelers member. Why is the Reservations call center telling me to contact PGS regarding my booking?

Before August 24th, 2023, Premier Guest Services (PGS) assisted us with reservation management. However, as of that date, we have taken over all processes internally for the benefit of our members. If someone reaches out to you by Premier Guest Services (PGS) and your booking was made for a Karisma hotel, you can pay them. If your booking is for a Lomas Hospitality* hotel, we kindly request that you disregard their communication and instead reach out to us at 855 285 0171 or reservationservices@exotictravelers.com

How long do I have to wait to receive a reply to my email from the Reservations team?

We are committed to responding to your email within 24 hours of receiving it. Your inquiry is important to us and we will work diligently to address it.

*Lomas Hospitality Hotels: 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 and Nickelodeon Riviera Maya.

MEMBERSHIP

I have been offered a Buy-Back for my membership. Is this legitimate?

We do not offer this service. Please practice caution if you are contacted with this information and get in touch with your Verification Legal Officer.

What are the Lomas Hospitality hotels?

These are our hotels:

  • 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

Will I receive my membership benefits when booking through a platform other than Exotic Travelers’?

No. If you would like to receive membership benefits, please contact our Reservations team at 855 285 0171 or reservationservices@exotictravelers.com or book your reservation through our website: https://exotictravelers.com/

I am a Prestige Travelers member receiving communications via email from Exotic Travelers. How can I change this?

It’s simple! Just scroll down to the bottom of the emails we send you and find the “Unsubscribe” link.  You can adjust your subscription preferences or cancel it according to your needs by clicking on it.

My reservation was made through PGS. Will you honor my FlexPass?

If your reservation was made for Lomas Hospitality* Resorts, your Flexpass will be validated and honored.

Will we get benefits when booking at Nickelodeon Hotels & Resorts?

Yes, you will enjoy an exceptional experience, especially if you are traveling to Nickelodeon Riviera Maya.

My contract states I can use my FlyBack when staying at Karisma hotels. Can I still use it for Lomas Hospitality* hotels?

Of course, as an Exotic Traveler member, your FlyBack agreement will be honored when traveling to Lomas Hospitality* hotels.

Who will be my transportation company for my Lomas Hospitality* hotel stay?

  • You should find the Lomas Travel information attached if your final invoice is from Exotic Travelers. 
  • If your final invoice is from PGS, their transportation information will also be in it.

When I pay Exotic Travelers for my stay, will I get a Paid in Full invoice like we used to get to redeem Flyback?

Yes, you will receive it as it previously used to happen.

*Lomas Hospitality Hotels: 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 and Nickelodeon Riviera Maya.

SCAMS AND FRAUDS

 I am receiving scam emails and calls.

  • You should only be contacted via email or phone call by our official email and phone numbers for any information regarding your membership. Members should be cautious of responding to correspondence with any variation of the official spellings and/or with additional formatting of our official domains. Any outstanding balance or other payments towards your membership can ONLY be processed through your Verification Legal Officer. Any due balance or payment for your reservation can ONLY be processed through our r eservations call center or our official website: https://exotictravelers.com/ 

Your safety is our top priority. In the event of a third-party company contacting you without official identification or suspicious activity, please contact us immediately at memberservices@exotictravelers.com

I am concerned about my private information being vulnerable to scammers and fraud. How are you addressing this?

  • We understand and appreciate your concerns. We want to reassure you by informing you that our reservation center has obtained the international certification DSS V32.1 from PCI SSC (https://www.pcisecuritystandards.org), ensuring that your sensitive data is being handled with the highest level of security. It’s important to emphasize that we do not store your card information for your complete peace of mind.
  • Additionally, access to your partner portal is now through your chosen username and password.