Frequently Asked Questions

Program Inclusions

What is and what is not included in this program?
The following items are included on the main program dates of December 4 – 8 or December 8 – 12, 2021:

Roundtrip, economy-class airfare for you and your spouse/spouse equivalent
Roundtrip airport transportation to and from Hotel Xcaret Mexico
Double-occupancy guest accommodations for four nights
All meals per the all-inclusive plan
All gratuities for the airport and hotel are included, however, feel free to furnish tips on your own for any optional tours and spa treatments.
Hotel Xcaret México’s All-Fun Inclusive® concept, offering unlimited access and round transportation to these parks: Xcaret, Xel-Há, Xplor, Xplor Fuego, Xoximilco, Xenses, Xavage, Xenotes, and Xichén.
Xelfie photos taken at kiosks in two locations (hotel & park or two parks).

Travel Directors: During your leisure hours, Travel Directors will be stationed at the GROWMARK Hospitality Desk. All times, function rooms, bulletins, and schedule changes will be posted there (as well as in the Event App). Stop by for help in arranging personal plans, dinner reservations, or for answers to travel questions and to reconfirm your daily schedule.

All items of a personal nature, such as pre-trip hotel stays in your gateway city, airport parking, checked luggage fees, gift shop, laundry, telephone calls, etc., are not included.

Are children or additional guests permitted to attend at my own expense?
Children and/or additional guests are not permitted to attend.

Am I permitted to invite another company employee as my guest?
Only your spouse or spouse equivalent may attend. Spouse equivalent is defined as “a person of any gender with whom you cohabit and have a long-term romantic relationship generally equivalent to that of a spouse.” Your spouse equivalent is subject to approval by your General Manager/CEO.

Online Registration

What if I need to make a change to my registration after I’ve submitted it?
If you would like to make a change to your registration, contact a Travel Program Specialist by phone at +1(732) 379-6333 or send your request via email to travelspecialist@nxlperformance.com. Be sure to mention “Xcape to Xcaret” in the subject line.

Why are my full legal name and date of birth required for registration?
Since flights will be booked on your behalf, your name and date of birth is required to submit to the airline. When completing your registration, please be sure to submit full legal names exactly as they appear on the passport you will use while traveling to avoid being denied boarding.

Identification

What are the identification requirements?
A passport (valid for at least six months after travel dates or you may be denied boarding by the airlines) is REQUIRED for travel to and from Playa del Carmen, Mexico. This is also the only allowable form of identification to re-enter the U.S. When listing names on the registration site, please ensure that you enter names EXACTLY as they appear on your passports.

If you do not have a passport or need to renew your passport: Rules and application forms will vary, depending on whether you are applying for a passport for the first time or if you need to renew your passport. For comprehensive information on obtaining or renewing a passport, please visit http://travel.state.gov and select “U.S. Passport”.

Non-U.S. Citizens: Make sure to bring your proof of legal U.S. residence (resident card, for example) along with your foreign passport. Visas may be required. Please contact your nearest consulate for further information.

Air Transportation

Am I guaranteed my first choice of airport and/or airline? If not, why do I have to fly from a particular airport or on a particular airline?
In cities from which a large number of guests originate, we have pre-purchased seats on specific chartered flights in order to guarantee availability and timeliness of arrival.

Most participants will fly via charter flights from designated cities, and they will be filled on a first-come first-serve basis. Once the charter is full, you will have the opportunity to select your preferred airport for a commercial flight. Every effort will be made to accommodate your preferred airline, airport, and any special requests, but cannot always be guaranteed.

When will I receive my flight itinerary and tickets?
If you are booked to fly on a charter, you will receive a confirmation email soon after registration. Your itinerary will be included in your pre-trip mailer and also emailed to you approximately two weeks prior to your departure.

If you are flying on a commercial flight, arrangements will be made by GROWMARK Travel upon completion of your registration. Flights will be selected for you based on GROWMARK guidelines and in accordance with the program’s designated airfares. Please be aware the rules associated with these designated airfares may require:

Traveling on a preselected airline carrier
Use of a non-refundable, non-transferrable ticket
Traveling on a connecting rather than a direct or non-stop flight
Reserving seats that are not next to your spouse or spouse equivalent

GROWMARK Travel will work hard to secure the most convenient arrangements on your behalf and will make every effort to accommodate your requests for specific airline and seating arrangements but cannot guarantee them.

*You will not receive paper tickets before your flight. You will receive an itinerary via email only, and you must check-in at the airline counter the morning of your flight to receive boarding passes.

What if I need to change or cancel my flights?
Should you need to change your commercial flights for any reason, please contact GROWMARK Travel at (309) 557-6362 or Jenny Stielow at jstielow@growmark.com.

If you need to cancel ASP and no longer attend, please email travelspecialist@nxlperformance.com and asp@growmark.com or call Dana Weaver (309) 557-6161 or Cathy Hanes at (309) 557-6162.

NOTE: Correcting names or changing flights once they’ve been booked may result in change fees and a potential cost differential, which is imposed by the airlines. You will be responsible for any such costs unless a previous arrangement has been made with GROWMARK.

What is the name and code of the airport I will be flying to?
You will be flying to Cancun International Airport. The airport code is CUN.

Are masks required on my flight?
At this time, masks are required on all airlines. Please plan accordingly.

Luggage, Packing, and Preparing for Travel

How much luggage may I bring?
Checked Luggage Size and Weight: Every airline has its own luggage size and weight rules, but in general combined dimensions of “width + height + depth” should not exceed 62 inches per piece and cannot exceed 50 pounds. You may incur charges if your luggage exceeds the airline’s maximum weight and size limits.

Carry-on: Generally, each passenger is permitted one personal item that fits under the seat (handbag, laptop, etc.), and one bag which must be small enough to fit in the overhead compartment. Baggage may not exceed 45 inches in combined length, width, and height, including any handles and wheels.

What can I pack in my carry-on?
The rules regarding carry-on items frequently change. Visit www.tsa.gov for the most up-to-date information. Any lighters or matches, as well as sharp items such as scissors, tweezers, etc. must be packed in your checked luggage and cannot be brought through security checkpoints.

Travelers may carry through security checkpoints travel-size toiletries (3.4 ounces or less) that fit comfortably in ONE, QUART-SIZE, clear-plastic, zip-top bag. This includes bottles of perfume or alcohol you may purchase during your trip. At the checkpoint, travelers will be asked to remove the zip-top bag of liquids and place it in a bin. In addition, larger amounts of prescription liquid medications and diabetic glucose treatments must be declared at the checkpoint.

TSA is allowing one liquid hand sanitizer container up to 12 ounces per passenger in carry-on bags until further notice. Passengers can expect that these containers larger than the standard allowance of 3.4 ounces of liquids permitted through a checkpoint will need to be screened separately, which may add time to the checkpoint screening experience. 

Where should I check my luggage?
You should check luggage from your home airport to Cancun, Mexico. The claim checks you receive will read CUN.
NOTE: Luggage fees are considered a personal expense and cannot be reimbursed.

Where should I pack my prescriptions and over-the-counter medications?
Pack any prescription medications in your carry‑on bag. Checked luggage can get delayed, usually temporarily, but sometimes temporarily is too long to go without a prescription. Medications are allowed in reasonable quantities exceeding three ounces. These items must be presented for inspection at the security checkpoint.

What about valuables and luggage?
We cannot be liable for luggage or valuables lost in connection with the trip. Airlines insure luggage against damage but are not responsible for fragile or perishable items packed. We suggest leaving expensive jewelry at home, but if you must bring it, carry it in your hand luggage.

What clothing should I bring?
Beach and casual resort wear! You won’t need a winter coat in Playa del Carmen, however, the evenings may get cool, so it is recommended to bring a light sweater or jacket. For a more comprehensive list of items to pack, please refer to the Attire Guidelines. For attire specific to restaurants, please refer to the Dining page.

Should I bring credit cards?
Yes. All resorts and hotels require a valid major credit card upon check-in in order to open an incidental account, allowing you full access to the resort’s facilities, and the ability to post charges to your room account. The hotel accepts Visa, MasterCard, and American Express. The hotel does not recommend using a debit card, as a hold may be placed on the card. Please do not present a corporate card, as personal incidental expenses will not be reimbursed.

Is insurance included?
Insurance is not included. As is customary with group travel, we have taken no additional insurance coverage. You are protected by (1) the regular airline insurance specified by the Warsaw Convention and (2) whatever normal travel insurance you carry. For international travel, many U.S. health plans do not provide coverage or require that you to pay for the service up front and refund you once you return home. Please verify the terms of your plan. It is at your discretion should you decide to purchase travel medical assistance insurance.

What do I need to do prior to traveling to Mexico?
Here are the 4 Easy Steps you must complete to travel into Mexico:

Obtain a COVID antigen test the day prior to your departure. Present your printed or electronic negative test result to the hotel at check-in. The Front Desk staff will make a photocopy of this, along with your passport and immigration tourist card.
Complete your airline’s Health Attestation form when checking in for your flight.
Complete Mexico's health questionnaire online no earlier than 12 hours before your flight by visiting https://www.vuelaseguro.com (Fly Safe). You will receive a QR code to show at the Cancun airport upon arrival.
Fill out an Official Entry Immigration Form (FMM). Forms are available at the Cancun airport and commercial airlines may hand them out on the plane prior to arrival. To expedite your entry at the Cancun airport, we recommend filling out your form at your home or office online for free at https://www.inm.gob.mx/fmme/publico/solicitud.html and printing it, along with your Official Tourist Card.

Important Notes:

It is important that you select “Business” as the “purpose of your trip”.
There are two (2) parts of the Immigration Form, the Entry Form & the Exit Form. When you arrive in Mexico you will immediately proceed to the immigration booth at the airport where the immigration officer will keep the ENTRY portion of your form. They will stamp the Exit portion (Tourist Card) of the form which you will keep while in Mexico.
You will need to keep the Exit portion (Tourist Card) of the Immigration form in your passport to show at hotel check-in and then to surrender when leaving Cancun.

When should I arrive at the airport to check-in for my flight?
When traveling internationally, it is recommended to arrive at the airport three hours prior to your scheduled departure time.

What can I expect when going through security?
All shoes and outer garments must be removed and placed in a bin for X-ray screening. Security staff at the checkpoints may ask you to turn on any smart devices. You may want to limit the electronic devices you carry, and make sure the batteries work.

After clearing security, travelers can now bring beverages and other items purchased in the secure-boarding area onboard the aircraft.

COVID-19

What precautions have been taken regarding COVID-19?
Policies are constantly changing and evolving. Please refer to the Health & Safety page of this website for the most up to date COVID-19 information and guidelines.

Transportation

How do I get from the airport to the hotel?
There will be plenty of staff at the Cancun International Airport to assist you when you arrive on the main program arrival date, Saturday, December 4 or Wednesday, December 8. They will be holding GROWMARK Xcape to Xcaret signs once you exit the airport, after you clear Customs.

What is the distance from the airport to the hotel?
The hotel is 60 minutes (39 miles) from the CUN Airport.

Hotel Xcaret Mexico

What are the check-in and check-out times at the hotel?
Check-in time is 3:00 p.m. Check-out time is 12:00 p.m.

What if I have special physical or dietary needs?
You can advise us of any special needs you may have in the “Additional Comments and Requests” box on the first page of your registration. Should your physical or dietary needs change, please email travelspecialist@nxlperformance.com.

What are the bed types in the guest rooms?
Hotel Xcaret has an assortment of king and double queen bed rooms. We will do our best to accommodate your preference.

Does the hotel have a spa and fitness center?
Yes. The Muluk Spa is open 9:00 a.m. – 7:00 p.m. daily. GROWMARK guests will receive a 15% discount on spa treatments, which are subject to availability.

The fitness center is open 24 hours daily.

When can I begin to book activities and dining reservations?
Park and dinner reservations can be made directly with Hotel Xcaret Mexico by emailing dxguestservice@hotelxcaret.com. Your reservation number is required in order to secure these arrangements. This information will be provided via email to all registered and ticketed guests during the week of November 15, 2021. You can also make reservations with the concierge once you arrive on-site.

Day two, three, and four will be at your leisure to make dining reservations. No-show fees for dinners or parks that require reservations are $20 per person for GROWMARK guests unless cancelled at least 24 hours prior.

Can I extend my stay at Hotel Xcaret Mexico?
Extensions prior to or following the main program dates (December 4 – 8 or December 8 – 12) are not permitted.

Does the hotel have shops?
Yes, they have two that are both open 8:00 a.m. to 10:00 p.m. One of the shops is a boutique (clothes sales) and the other one is a tobacco and crafts shop.

Where can I see and order my Xelfie photos?
You can view your Xelfie photos at the kiosks located at the parks, on the TV in your room or in the shops. Please stop by the Growmark hospitality desk prior to departure day if you'd like to order any. The cost of Xelfies taken at two locations (hotel and park OR two parks) will be covered by Growmark. The hotel will provide you with a link to your photos at check-out.

Playa Del Carmen, Mexico

What is the time difference?
Playa del Carmen is on Eastern Time. In December, when it’s 12:00 p.m. in Chicago or 1:00 p.m. in New York, it’s 1:00 p.m. Playa del Carmen.

What will the weather be like?
With history as a guide, beautiful! It’s warm in Mexico in December. High temperatures can range from the mid-80s, with evening lows reaching down to about 69 degrees. For up-to-the-minute weather information, please refer to your favorite weather app or website.

What is the currency in Playa del Carmen?
Although the currency is the Mexican peso, the U.S. Dollar is widely accepted, so there is no need to exchange currency. Don't forget that small denominations are easier for merchants to accept. For reference, the exchange rate is roughly 20 pesos to each U.S. Dollar, but tends to change daily.

Will my cell phone work in Playa del Carmen?
All major cell phone providers offer service in Playa del Carmen. You may need to adjust your calling plan accordingly. Be sure to check with your provider for details before you leave.

Will I need an electrical socket adaptor?
You will not need an electrical adaptor for the resort, as sockets are the same as in the U.S.

Is there a limit on the amount of goods or merchandise that I can bring back from Playa del Carmen?
United States Customs regulations permit you to bring back $800 worth of merchandise per person duty-free. This exemption is based on the fair retail value of the articles you buy, so keep your sales receipts. You must pay a flat rate on the first $1,000 worth of goods over the standard $800 duty-free exemption. You may include one carton of cigarettes for your personal use, 100 cigars and one liter of alcoholic beverages per person in your $800 exemption. For more detailed information, please visit https://www.cbp.gov/travel/international-visitors/kbyg/customs-duty-info.

How can someone contact me in Playa del Carmen?
The address and phone number in Playa del Carmen is:

Hotel Xcaret Mexico
Carretera Federal Chetumal-Puerto Juárez, Av. Solidaridad 2-Kilómetro 282 Lt 023, 77710 Playa del Carmen, Q.R., Mexico
+52-800-009-7567

What is the Conduct Code?
The Annual Sales Program is designed as a sales incentive award. Employees and spouses/spouse equivalents have put forth a great amount of effort in reaching the goal and thereby deserve a memorable experience in a safe environment. GROWMARK desires to protect the health and safety for all participants, as well as that of the communities in which the company operates. All participants must comply with all applicable federal, state, provincial, and local laws, plus health and safety statutes and regulations. Violence, drugs, verbal or physical threats, damage to property, or disruptive behavior will not be tolerated. In the event any person violates this policy, GROWMARK has the discretion to terminate the trip early, in whole, or in part, and to send the person(s) home at the expense of the employee. Any decision regarding the application of these rules shall be made by GROWMARK in its sole discretion.

Our reputation is integral to our success. Conducting our business in a manner that is consistent with the principles in the Code of Conduct will enable us to keep and enhance that reputation. Please remember you are representing your Member Cooperative/Retail Division and GROWMARK when attending the program.

What if I have more questions?
Prior to the program, please feel free to call a Travel Program Specialist at +1(732) 379-6333, Monday – Friday, between 9:00 a.m. – 5:00 p.m. Eastern Time.

At the hotel, the GROWMARK Hospitality Desk will be staffed daily. Your Xcape to Xcaret travel staff will be there to answer questions or fulfill any requests you have.