Help

We're here to answer your questions, 24/7.

Want somebody to walk you through your questions? Try us at the numbers below, any day, any time.

Activities Customer Service
1-888-346-8564 vistana-support@placepass.com
Hertz Customer Service
1-800-654-3131

Locate a Booked Experience

Can't find your ticket information or voucher? No problem, use the form below to recover your booking. If you’re still having trouble, use our customer service line to talk to an associate and we’ll help you work through any difficulty.

Locate a Booked Rental

If you're having trouble, use our customer service line to talk to an associate and we’ll help you work through any difficulty.

What is Vistana Activities powered by PlacePass?

Vistana Activities powered by PlacePass brings you thousands of tours and activities globally. Whether you are looking for sumo wrestling classes in Tokyo, skip-the-line tickets at the Eiffel Tower, or a customer wine tour in Cape Town, Vistana Activities powered by PlacePass has options for every traveler.

 

Am I booking directly with Vistana?

No. Vistana Activities powered by PlacePass works with tour and experience providers to facilitate thousands of vacation experiences.

 

Who provides the experiences listed on vistana.placepass.com?

PlacePass works with a select group of tour and experience providers to bring you exciting things to do in your vacation destinations. These providers are carefully chosen for their value, quality, and track record of delivering great experiences.

 

Who can I contact with general questions about experiences purchases or car rentals on vistana.placepass.com?

For all general questions, cancellations or modifications please contact the PlacePass team at 1-888-346-8564.

 

Does vistana.placepass.com require a membership?

No.

 

Do you have tours available in languages other than English?

Many of the experiences featured on vistana.placepass.com are available in multiple languages. Please check the inclusions and exclusions section of the product detail page before booking. If no language option is specified, you can assume the tour will be in English.

How can I contact the activity organizer or tour operator?

Please refer to the voucher you will receive when you book an activity or tour, which will have contact details for the activity organizer or tour operator.

 

How can I contact PlacePass?

You can find several ways to reach us on the contact page, either via phone 1-888-346-8564 or email vistana-support@placepass.com.

How do I search for activities?

If you have a specific activity in mind, like snorkeling or sumo lessons, just type your query into the activity search bar. You can also use the filters to narrow your results, sort by price range, duration, rating and more.

 

How does the booking process work?

You can book online through vistana.placepass.com and get your tickets via e-mail in three easy steps:

  1. Once you find an experience, click “View” to be taken to the product detail page.
  2. On the product detail page, use the calendar to select your desired date. Then, choose the specific time or tour option of interest to you, and specify the number of people joining.
  3. On the checkout page, enter your contact and other required information, review/acknowledge any applicable terms & conditions, and enter your payment information.

 

When do I pay?

To secure your reservation, payment in full to PlacePass is required at time of booking and is paid via the website.

 

What credit cards do you accept?

A variety of payment options are accepted including Visa, MasterCard and American Express

 

Can I use a Marriott gift card to purchase an experience?

No.

 

Can I book an experience in a different currency?

PlacePass travel experiences are currently available for purchase in U.S. dollars only.

 

Can I use my StarOptions to purchase an experience?

No.

 

What charges will appear on my credit card statement?

The charge for your Vistana Activities powered by PlacePass purchases will appear on your credit card statement as a charge to PlacePass. You will be charged at the time of booking for the entire cost of your purchase.

 

How do I get my tickets/voucher?

Once your booking is confirmed, you will receive an email with details of your experience and how to redeem, including a link to any applicable voucher and contact information for the experience provider. You will typically receive your voucher within an hour of booking, but certain activities may take up to 48 hours to confirm. Please be sure to add vistana-support@placepass.com to your Safe Senders list to make sure you can get your email.

 

What if I want to make a group booking?

Please submit your request to vistana-support@placepass.com and the PlacePass team will follow up with you.

Where do I meet my guide / From where does my experience depart?

Meeting instructions will be displayed upon completion of your purchase and will also be provided in your order confirmation and voucher. Many of the experiences provided through PlacePass allow you to specify a pickup and drop-off location such as your hotel at the time of booking the experience.

 

What’s included in the tour or experience price?

Please review the product details to see what is included in your specific experience. Many of the experiences include land transportation, entry fees, and sometimes snacks. If something is not specifically listed, it is best to assume it will not be included. Resort accommodations are not included with your experience purchase.

 

Can I add an additional person to my experience after it has been booked?

The ability to add additional people varies by experience and tour provider. The fastest way to add an additional person is to purchase an additional ticket through the website. You may also contact 1-888-346-8564 for assistance.

 

How do I arrange pickup locations?

Meeting instructions will be displayed upon completion of your purchase and will also be provided in your order confirmation and voucher. Many experiences allow you to specify a pickup and drop-off location such as your hotel or resort at the time of booking.

 

What do I give to the guide/tour operator at time of pickup?

Please present your printed or electronic voucher at the start of your experience. If you anticipate limited internet access, it is best to print your vouchers ahead of time.

 

What should I bring on my experience?

Please check the activity description or your voucher for suggestions on recommended items. It is always a good idea to have comfortable shoes, a camera, sunscreen, and a reusable water bottle, no matter where you’re headed.

 

Do I need to provide passport info?

Some experiences do require you to provide passport information for everyone in the party. Passport information will only be asked for it if it’s required.

What if I did not receive an email confirmation or ticket for my booking?

Please try checking your spam or trash folder first. If it is still not there, please call 1-888-346-8564.

 

How do I modify or cancel my reservation?

Please call 1-888-346-8564.

 

I can’t find my guide or tour operator. What should I do?

Please double-check your email confirmation and voucher to make sure you are in the right spot. If you still can’t find your guide, please refer to your voucher, which should include a phone number for your local tour operator.

 

What happens if there is inclement weather or another incident?

Please contact the tour operator for instructions. The tour operator determines whether a tour will take place or not, and safety is of the utmost concern; however, please do not assume the tour is cancelled until the operator confirms.

 

What is the cancellation and refund policy for a Vistana Activities powered by PlacePass experience?

The cancellation and refund policy will vary by experience and operator. Please refer to the cancellation details on your confirmation or experience details page at vistana.placepass.com.

 

I made my purchase through Marriott Bonvoy™ Activities. Who can help me?

Please contact Marriott Bonvoy Activities support at 1-857-706-1976 or marriott-activities@placepass.com.

 

I didn’t enjoy my activity. Who can I talk to?

We encourage all feedback and will relay it to the tour operator. Please contact PlacePass at vistana-support@placepass.com.

Can I use my Marriott Bonvoy™ Points to purchase an experience?

The ability to redeem Marriott Bonvoy Points for experiences made available through Vistana Activities powered by PlacePass is currently not available.

 

Can I earn Marriott Bonvoy Points when booking an experience?

Members of the Marriott Bonvoy program are eligible to earn Marriott Bonvoy Points for many experiences booked through vistana.placepass.com. Members must add their Marriott Bonvoy number at time of checkout to be eligible to earn Marriott Bonvoy Points.

 

How does a Member earn Marriott Bonvoy Points through vistana.placepass.com?

You must sign up or already be a Marriott Bonvoy Member before check-out on vistana.placepass.com and remember to add your Member account number at check-out. To sign up for Marriott Bonvoy, please visit Members.marriott.com.

 

How many Marriott Bonvoy Points will I earn?

Points earned will typically be based on a fixed amount per dollar spent, though point promotions may apply. Members can see how many points will be earned on the product detail and checkout pages of the experience. These values are subject to change.

 

When will my Marriott Bonvoy Points be available in my account?

In most cases, Marriott Bonvoy Points will automatically post to your account 2 – 4 weeks following the completion of your experience.