FAQ - FLIGHT PACKAGES

What extra charges are there?
Subject to terms and conditions. Additional charges can include airport transfers, airport improvement fees and taxes, travel during peak periods and deviation from the promotional offer.

When/How do I get my refundable deposit back (if applicable)?
If you have received a Flight certificate and have completed your vacation, simply request a refund from the travel consultant who booked your vacation. Your refund will be mailed to you. Please allow 30 days for processing.

Booking Period
Once your certificate has been properly registered with your international money order you will require a minimum of 60 days or 90 days advance booking notice depending upon the terms and conditions of your certificate. Please remember that all promotions travel is subject to specific Odenza allotments.

Who should you call if there are concerns?
Once you have properly registered your certificate customers can contact the customer service department at (604) 451-0527, 8:00am-4:00pm PST, Monday - Friday. Please allow at least 2 weeks processing after you have mailed your certificate prior to contacting Odenza.

FAQ - CRUISE PACKAGES

What extra charges are there?
Land accommodations at the port of departure, car rental, or other ground transportation to the port of departure are the responsibility of the traveler. All cruise certificates are for 2 people; additional adults or children can be added for an extra charge, subject to availability. The Ocean Adventure Cruise Collection does not include airline tickets, airport transfers, airport improvement fees, taxes, and port taxes. Additional charges will also apply for longer cruises or cruises taken outside of Odenza’s complimentary allotments.

Are there any processing fees?
Subject to the terms and conditions. What's included in the cruise?All food, entertainment, and on board activities are included based on the cruise line. The dinner club has an extra charge.

What kind of room do I receive with my cruise?
The cabin is an inside queen or two twin beds in Category 4A or 1A depending upon your certificate terms and conditions.What's 'not' included in the cruise?Tours at the ports of call, water sports and activities at the ports of call, special occasion packages or special private parties on board, spa services, beverages consumed on board, the dinner club, gratuities and gambling on board, are available at additional cost to passengers.

Can you stay longer or upgrade?
All cruises can be upgraded to longer sailings and different rooms for an additional cost. Our travel consultants will provide you with other cruise alternatives that can be designed to meet the needs of any quest.

Who should you call if there are concerns?
Once your certificate has been properly registered guests can contact the customer service department at 1-604-451-0527, 8:00am-4:00pm PST, Monday - Friday.

When/How do I get my refundable deposit back (if applicable)?
If you have received an Ocean Adventure certificate and have completed your vacation, simply request a refund from the travel consultant who booked your vacation. Your refund will be mailed to you. Please allow 30 days for processing.

FAQ - HOTEL PACKAGES

What types of hotel accommodations are provided?
Participating hotel chains may include Fairfield Inn by Marriott, Ramada Inn and Holiday Inn in addition to other select hotels and brands. Hotel names and locations are not provided in advance of certificate registration.

How will I determine where to go and when?
Please follow your terms and conditions carefully. Some certificates require that your certificate be registered with Odenza prior to a registration deadline along with your refundable deposit in the form on an International money order. Once your certificate has been properly registered please allow a minimum of 30 days (subject to change based on your specific terms and conditions) prior to your preferred travel date.

Is Airfare Included?
Transportation and airfare are not included, but are available through the Odenza Travel Department. An Odenza Travel Consultant would be pleased to customize any vacation of your choosing.

What if I can't take the vacation?
If for any reason you are unable to take the vacation, you can give it to a friend or family member. The vacation is fully transferable providing it has not yet been registered. Remember, the recipient using this certificate must be 21 years of age or older with a valid credit card and proper ID.

Are there any blackout periods?
All room accommodations are subject to Odenza Marketing Group accommodation allotments. During peak season, conventions, major holidays, or when our allotments are full surcharges will apply and we reserve the right to provide alternate travel dates and/or destinations.

How is my room guaranteed?
When you send in your registration form, a refundable reservation deposit may be required depending upon the terms and conditions of your travel certificate. This deposit simply assures the hotel that you will be coming, so that they can hold your reservation for you. Your $50.00 U.S. deposit will be refunded to you after you have completed your vacation. If you need to cancel your reservation, written notification is required and you will be subject to an Odenza service fee in addition to any penalties levied by the hotel or travel service provider. Otherwise, your deposit will be forfeited. There are penalties to reschedule confirmed reservations. Please read your terms and conditions for details and charges. Canadian Customers - Why do you require the deposit in U.S. funds? This program has been set up to include destinations across North America, the majority of which are in the U.S. Therefore, the refundable deposit must be made in U.S. funds.

When/How do I get my $50.00 deposit back?
If you are eligible for a refund you may email reservations@odenza.com after you have completed your travel to request your refund. If you don’t have email access please send a letter to Odenza Marketing Group, Inc. 4370 Dominion Street, 6th Floor, Burnaby, BC, V5G 4L7. Your refund will then be mailed to you. Please allow thirty (30) days for processing.

What if I want to stay longer than 2 nights?
Our Odenza Travel Consultants would be happy to customize and vacation or package and use your certificate as travel credit. We would be happy to add vacation components including airfare, additional hotels, all-inclusive resorts, attraction passes, travel insurance, sports tickets and more.

Can I book my own hotel and then let you know which one it is?
No. This program has been designed as a mail-in promotion. You must fill in the registration form with your correct name, address, telephone number, and any further information required on the registration form, and return it along with your $50.00 US refundable room guarantee deposit (if applicable) prior to your registration deadline (if applicable). Once your reservation form and deposit have been received, you will receive further booking information. Hotel names and locations are not provided in advance of certificate registration.

How long do I have to take the vacation?
You must travel prior to the expiration date printed on your certificate or indicated within your terms and conditions.

Who should I call if I have concerns?
Once your certificate has been properly registered guests can contact a representative in the Travel Department at (604) 451-0527, 8:00am-4:00pm PST, Monday - Friday.

FAQ - SPORTS PACKAGES

Can I contact an Odenza representative prior to mailing in my certificate?
No - Your certificate must be received by one of our head offices prior to the registration date located on the bottom of your certificate. You cannot proceed with any game inquires until the certificate has been properly registered in our office. The certificate must be in our office before the registration date to be considered valid. Remember to include your refundable deposit if required.

How do I get my tickets?
Once your certificate has been successfully registered you will receive further correspondence regarding the reservation process. Please view all games posted and choose 3 games of your choice. Once you’ve selected your 3 games contact the travel consultant that has been assigned to you to discuss your game choices. Note: You will not have a travel consultant assigned to you if you have not yet sent in your registration form by mail.

FAQ - SHOWTIME PACKAGES

Can I contact an Odenza representative prior to mailing in my certificate?
No - Your certificate must be received by one of our head offices prior to the registration date located on the bottom of your certificate. You cannot proceed with any event inquires until the certificate has been properly registered in our office. The certificate must be in our office before the registration date to be considered valid. Remember to include your refundable deposit if required.

How do I get my tickets?
Once your certificate has been successfully registered you will receive further correspondence regarding the reservation process. Please view all events posted and choose 3 events of your choice. Once you’ve selected your 3 events contact the travel consultant that has been assigned to you to discuss your event choices. Note: You will not have a travel consultant assigned to you if you have not yet sent in your registration form by mail.