F.A.Q​

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- What are the call center hours of operation?  Currently, the hours are Monday – Friday,
9:30am – 5pm EST. These hours change from time to time, and you should check gocrv.com
Contact Us TAB for the current hours of operation.

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- What is the customer service phone number? 954-525-1777

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- What is the reservations phone number? Please go to gocrv.com and click on Travel
Options, where the phone number specific to the offer will be provided.

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- What are the steps the customer takes from the time the incentive is distributed until
travel is confirmed?

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- The customer registers the certificate number on gocrv.com, within six months of
receiving the incentive.
o All communications come from info@gocrv.com, which is not a monitored email.
o An email is sent directing him back to gocrv.com to choose the requested destination
and travel dates, as per the terms of the offer
o An email is sent directing him back to the web site to pay the refundable reservation
deposit.
o Once the deposit is received, an email is sent within 45 days directing him back to the
web site, where he clicks on “Travel Options” and receives the reservation phone
number to call to book travel.
o Once travel is confirmed, an email is sent with the travel confirmation information.

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- The customer can’t find their email and doesn’t have their certificate number. If you
have the number to give them, you can give them the number and refer them to gocrv.com. If
you don’t have the number to give them and they are not registered, please go to gocrv.com,
click on Certificate Number Lookup and enter their email address. If they have already
registered the number, refer them to gocrv.com and have them enter their email address.
o If it doesn’t show on your lookup, please go into your True-Perk account and run a
report for their tour date to obtain the certificate number to give to them and refer
them to gocrv.com.

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- If a customer calls me, how do I know where he is in the process? Please log onto
gocrv.com and enter the member’s email address. If the customer has more than one
certificate registered, you will select the certificate incentive the customer is calling about if the
customer has registered the certificate. You will be directed to the Customer’s Account
Summary Page, the screen the member will see.

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- Can the customer register the certificate today and call today to have travel booked?
The member must follow the terms of the offer and can contact the reservations department to
book once the email is received

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- What do I do if I have a customer that has questions? Please refer the customer to
gocrv.com where they can click on “View My Certificate” to review the offer, terms and fees
associated with the offer. If they have further questions, they can call the customer service
number on the web site.

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- The customer says they are ready to book their vacation. Please refer the member to
gocrv.com, where if they are in the process to speak with reservations, they can click on Travel
Options and be given the reservations phone number to contact us to book their trip.

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- The customer doesn’t know what to do next. Please refer the member to gocrv.com,
where they will view the next step in the process. Please ask if they have already registered and
paid the deposit. If no, refer them to gocrv.com to continue the process.

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- Can the customer travel on the weekend? The incentive certificate defines the days of
travel offered; those are the days the reservation agent will offer. Any requests outside of the
base offer may be requested for an additional fee; requests made on the reservation call.

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- Can the customer book travel earlier than the required 45 days? The incentives are
designed to support the terms and conditions of the offer. No one with an incentive certificate
should assume the terms will not apply or that exceptions can be made. However, requests
outside of the base offer may be requested; our ability to accommodate the exception request
will be based on our access to availability and the cost associated to the exception request will
be quoted on the reservation call.

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- Are there any Blackout dates? Customer can choose any date that meets the terms;
however, availability is limited during peak season and major holidays.

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- What are the Hotels that are utilized? Can the customer choose the hotel? Some
travel offers list the specific hotels used for fulfillment; most utilize tourist class hotels such as
Ramada Inn, Best Western, Days Inn, and like hotels. The customer cannot choose the hotel. It
will be selected based on availability at that time.

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- Does the deposit cover all fees? Not always, the refundable deposit paid will be applied
to the fees due at the time of booking, as stated on the certificate. When travel is confirmed;
the difference if any, will be collected. Any amount remaining will be refunded prior to the
guests scheduled travel date.

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- Is the deposit refundable? Yes, the deposit is refundable up until the time they book
their reservation. Once travel is confirmed, the amount applied to the reservation is no longer
available for refund.

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- What if the customer needs to make a change to their reservation? The reservations
are non-refundable at the time they are made. If the member took advantage of our Travel
Assist offer, they will be given a number to call where they can make a one-time change to their
reservation, however, they are responsible for any difference in cost. Airfare can’t be refunded
and credited; if a change of flight is made, the member will be responsible for any applicable
change fees and difference in fare.

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- The customer thinks the vacation is free - While the certificate was given at no cost, the
travel offers do require the fees as outlined on the certificate. In most cases, a reservation
deposit is required along with the obligation of Government Taxes and Agency Imposed Fees as
defined in the Terms and Conditions. This alone indicates the offer is not “Free” to the
customer. In fact, at the top of the Terms and Conditions page, it states This Promotional
Certificate is Not Free, Deposits, Government Taxes, Carrier, and Agency Imposed Fees are
not Included

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- The customer has decided not to travel and would like the deposit money refunded –
Please refer them to call customer service to request the refund. A form will be emailed to the
customer to sign and mail to us.  This form confirms the understanding that once cancelled, the
offer cannot be reinstated.  The refund is then processed, and a check is mailed to the address
on file.

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- The customer has two certificates and wants to use them back-to-back – While you
can give more than one certificate to the same customer, the offer can’t be used concurrently
with any other travel offer.

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