Important Information for Guests

Thank you for choosing Hilton Head Guest Services. Your vacation package is offered at significantly reduced rates through a special promotional program designed for qualified guests. These savings allow us to provide you with exceptional vacation experiences at a fraction of the regular retail cost.

If your qualifications have changed since purchasing your vacation package, or if you are unsure whether you currently meet the eligibility requirements, please contact our Customer Service team immediately at 1-800-363-5798. Guests who travel and do not meet the required qualifications will be responsible for paying the full retail rate of the stay.

We encourage you to contact Customer Service at any time prior to travel if you have questions regarding your eligibility, package details, or travel arrangements. To avoid being charged the full retail rate for your first night's stay, any changes affecting your eligibility or participation in the promotional program must be reported no later than four (4) days prior to your scheduled arrival date. Our team is happy to assist you and help ensure a smooth vacation experience.

Terms & Conditions

1. Your accommodations are provided through Hilton Head Guest Services in partnership with the host resort. Standard hotel accommodations are included and typically consist of one room with (2) double beds, designed to accommodate up to (4) adults.

   Guests are responsible for all applicable resort and hotel fees, and any required incidental deposit. These charges are not included in the vacation package price and are payable to the lodging property at the time of check-in.

2. The accommodations included in this vacation package are designed to accommodate up to (4) guests. Additional rooms, larger accommodations, or upgraded room types are subject to availability and must be arranged in advance.

   Additional accommodations and upgrades will incur extra charges. Pricing varies based on travel dates, season, room type, and availability, and will be provided at the time of request.

3. Reservation modifications are permitted; however, multiple changes to an existing reservation will result in a $50 administrative service fee for each additional change. All reservation changes are subject to availability.

4. Cancellations or reservation date changes made within four (4) days of the confirmed arrival date will result in a charge equal to the full retail rate of the first night's accommodations.

   For reservations scheduled during major holiday periods or special event dates, cancellations or reservation date changes made within (7) days of the confirmed arrival date will result in a charge equal to the full retail rate of the first night's accommodations.

5. Unless otherwise specified in writing, all travel associated with this vacation package must be completed within (12) months of the package purchase date. If you need more time to complete your package, please call our Customer Service Team at 1-800-363-5798.

6. For identification and verification purposes, a valid government-issued photo ID and major credit card in the reservation holder's name must be presented at the time of check-in. Failure to provide the required identification and credit card will result in the lodging property denying check-in, and any resulting charges or penalties will be the responsibility of the guest.

7. Check-in hours are from 4:00 p.m. to midnight on the scheduled arrival date. Guests who anticipate arriving after check-in hours must contact our Customer Service Department or the lodging property in advance to make late-arrival arrangements. Guests who do not check in by midnight on their scheduled arrival date and have not made prior late-arrival arrangements will have their reservation cancelled and will no longer have a room. In such cases, the guest will be subject to applicable cancellation fees or charges, including the full retail rate of the first night's accommodations.

8. Check-out time is 11:00 a.m. local time, unless otherwise specified by the lodging property.

9. Limited pet-friendly accommodations may be available at select lodging properties. Guests wishing to travel with a pet must notify Hilton Head Guest Services prior to making travel arrangements so that availability and property restrictions can be reviewed.

   Pet-friendly accommodations are subject to availability and cannot be guaranteed. Additional pet fees, deposits, breed restrictions, weight limitations, or other property-specific requirements may apply and are the responsibility of the guest.

   Guests traveling with a pet without prior approval may be denied check-in or may be required to secure alternative accommodations at their own expense.

   *If you are traveling with a service animal, please let us know in advance so we can ensure proper accommodations are in place. In accordance with applicable law, service animals are permitted where required. Service animals are not subject to pet fees.*

10. Due to limited parking availability, lodging properties are unable to accommodate trailers, recreational vehicles (RVs), campers, boats, or other oversized vehicles.

    Guests planning to travel with an oversized vehicle will be required to arrange off-site parking at their own expense.

11. Due to seasonal demand, availability, and other factors beyond our control, Hilton Head Guest Services reserves the right to substitute accommodations, promotional gifts, incentives, or other package components with alternatives of equal or greater value.

    Such substitutions may be made without prior notice and will not entitle the guest to a refund, credit, or compensation, provided the substituted item is of equal or greater value.

12. Due to limited appointment availability, your resort preview appointment is scheduled in advance and cannot be changed. You and your spouse/partner are required to attend and complete the scheduled presentation together. Guests who fail to attend or complete the presentation will be responsible for their stay at retail rate with the lodging property.

13. To qualify for and participate in this promotional vacation package, guests must meet the following requirements:

    • Be a permanent resident of the United States or Canada.
    • Can not be a permanent resident of Beaufort County, South Carolina.
    • Be at least (25) years of age.
    • Have a combined annual household income of at least $50,000.
    • Has not traveled or attended a meeting with the host property (Palmera Vacation Club) in the last (12) months.
    • Can not be used in conjunction with any other Palmera Vacation Club stay.
    • If married, engaged, or cohabitating, both partners must travel together, attend the scheduled presentation of our host resort together, and provide proof of the same primary residence (such as a valid driver's license or other government-issued identification showing matching addresses).
    • You and your spouse/partner are required to attend the meeting together (family friendly).

    Guests who do not meet the eligibility requirements at the time of travel will be responsible for the difference between the promotional package price and the full retail value of the vacation package.

14. Promotional vacation packages may not be used for group travel and cannot be combined with any other promotional offer. Vacation packages may not be combined, shared, or coordinated by family members, friends, or other parties for the purpose of group travel.

    Failure to comply with these program requirements will result in the guest being charged the full retail value of the vacation package.

15. To qualify for this promotional offer, guests must not currently be seeking protection under federal bankruptcy laws, unless their case has been officially reported by the Federal Bankruptcy Court as terminated.

16. Vacation packages can be transferred to an eligible party, subject to prior approval by Hilton Head Guest Services. All transfers must be completed and approved before the scheduled travel date. The receiving party must meet all eligibility requirements of the promotional offer.

17. Hilton Head Guest Services reserves the right to change or modify this offer at any time if necessary. This offer is void where prohibited by law.

18. This prepaid promotional package is non-refundable. Failure to meet the program guidelines or requirements will result in charges up to the full retail rate, unless otherwise stated. A valid credit card must be kept on file and will be charged for any applicable fees, penalties, or adjustments related to the reservation or package terms.

19. This promotional advertising is being used for the purpose of soliciting the sale of a vacation ownership plan.