Frequently Asked Questions

We took our first steps toward re-opening the resort network by opening our Smoky Mountain Resort in Gatlinburg, Tennessee and South Beach Resort in Myrtle Beach, South Carolina on Thursday, May 21, 2020. Most of the resort network is now open, with our final resort – Mount Ascutney Resort – set to re-open on Thursday, July 16.

Before leaving their personal residence, all travelers should check if their local government has issued restrictions or guidance regarding travel (and return from travel).

Additionally, we will follow any government-issued order or directive placed on travelers entering the states and counties of our resorts. Please see the information below for travel restrictions issued by local governments where some of our resorts are located.

Florida
Per Florida Gov. Ron DeSantis, individuals who enter the state from an area with substantial community spread, including New York, New Jersey and Connecticut must self-quarantine for 14 days from the time of entry or the duration of the person’s stay.

Massachusetts
Per Gov. Charlie Baker, all travelers arriving to Massachusetts are instructed to self-quarantine for 14 days. This directive does not apply to travelers from Rhode Island, Connecticut, Vermont, New Hampshire, Maine, New York or New Jersey. Workers designated by the federal government as essential critical infrastructure workers are also exempt. Additionally, travelers experiencing symptoms of COVID-19 are instructed to refrain from traveling to Massachusetts.

Nevada
Per Gov. Steve Sisolak, any individual that has tested positive for COVID-19 or has been in contact with an individual who tested positive, shall self-quarantine for a minimum of two weeks or until a negative test result has been received.

Vermont
Because of state government orders, travelers visiting our Mount Ascutney Resort in Brownsville, Vermont may be subject to quarantine restrictions.

Travel is allowed without quarantine restrictions to and from counties across New England, New York, New Jersey, Pennsylvania, Delaware, Maryland, Washington, D.C., Virginia, West Virginia and Ohio with 400 or fewer active cases of COVID-19 per one million residents if the traveler comes directly to Vermont via their personal vehicle. This follows guidance issued by the Secretary of the Agency of Commerce and Community Development (ACCD) – please see which counties meet this criteria here.

Travelers, including Vermont residents, that visit the resort from a quarantine-required county must quarantine for 14 days upon entrance into Vermont or quarantine for at least seven days upon entrance into Vermont and receive a negative COVID-19 test.

• If driving directly from their home via a personal vehicle, these travelers may complete either 1.) a 14-day quarantine, or 2.) a 7-day quarantine followed by a negative test in their home state.
• If arriving to Vermont via public transportation (such as a plane, train or bus) or from further than a direct car ride would allow, these travelers may complete either 1.) a 14-day quarantine or 2.) a 7-day quarantine followed by a negative test in a Vermont lodging establishment or with friends and family (travelers must stay in their quarantine location for the duration of quarantine other than to travel to and from a test site).
  
  

Upon arrival at the resort, owners and guests must sign a document that attests 1.) all quarantine requirements have been met, 2.) the traveler is arriving from a county with similar active COVID-19 caseload per ACCD, 3.) the traveler is an essential or authorized worker, or 4.) the traveler is a Vermont resident. The Certificate of Compliance also certifies that you have not had close contact within the past 14 days with a person confirmed to have COVID-19, and that you do not currently, or in the past 24 hours, had any of the symptoms described in the Certificate. Please see the state’s Certificate of Compliance here.

Per the State of Vermont, we must obtain a Certificate of Compliance from each guest who will attest to certain travel requirements and health questions. We expect families to make informed decisions to protect themselves and others. Additionally, we are unable to advise how the state of Vermont or the Vermont Health Department may implement action on investigation and compliance.

Out-of-state travelers should register with Sara Alert to get daily reminders via text, email or phone from the Vermont Department of Health (if not already enrolled).

Wisconsin
The Walworth County Division of Public Health may require in-state and out-of-state travelers to self-quarantine for 14 days after entering the county.

We are asking that owners and guests wear a face mask (or face covering) when in public spaces at all of our resorts. Our team members will be reminding those without masks of this guideline, and we will have complimentary masks on hand for anyone who needs them. Guests and owners should also be aware of the local and state orders that explicitly require the use of face coverings in public spaces at our resorts. Open resorts that are in locations with government-issued face mask mandates or requirements include:

• David Walley’s Resort in Genoa, Nevada
• Desert Club Resort in Las Vegas, Nevada
• Fox River Resort in Sheridan, Illinois
• Galveston Beach Resort in Galveston, Texas
• Galveston Seaside Resort in Galveston, Texas
• Hill Country Resort in Canyon Lake, Texas
• Holiday Hills Resort in Branson, Missouri
• Holly Lake Resort in Holly Lake Ranch, Texas
• Oak n’ Spruce Resort in South Lee, Massachusetts
• Orange Lake Resort in Orlando, Florida
• Piney Shores Resort in Conroe, Texas
• Scottsdale Resort in Scottsdale, Arizona
• Smoky Mountain Resort in Gatlinburg, Tennessee
• South Beach Resort in Myrtle Beach, South Carolina
• Tahoe Ridge Resort in Stateline, Nevada
• Villages Resort in Flint, Texas
• Williamsburg Resort in Williamsburg, Virginia

We recognize that a resort’s re-opening date may interfere with your existing reservation and apologize for this inconvenience.

We will not automatically change dates on any upcoming reservations. If you still plan on visiting the resort, you must call our Owner Support teams to modify your reservation dates. Please use one of the numbers below:

• (877) 606-2582 – Club members
• (888) 657-3529 – Non-Club member owners

If you do not connect with our teams to modify the dates, your reservation will be automatically canceled prior to your arrival date.

As we re-open our resorts, the safety of our guests, owners and team members is our top priority. While we are eager to welcome families back to all our resorts, it is important that locations only open when 1.) health and government officials have lifted restrictions in the local area and are in support of resumed travel, and 2.) our company’s new standards and procedures around safety and cleanliness can be implemented without sacrificing the experience for guests and owners.

We understand that this strategy leaves various factors outside of our control. For example, if supply chain delays will result in a shortfall of personal sanitization equipment for our guests and owners, the resort’s opening could be delayed. While this approach adds a lot of layers to our re-opening process, we believe it is necessary to ensure resorts do not open until they are allowed to open, and are clean and enjoyable.

Our team is assessing the current occupancy levels at some locations to ensure the number of guests and owners at our resorts at any given time aligns with our new safety and distancing measures. If you are still interested in booking a resort that is unavailable online, please connect with our team by calling (877) 606-2582.

Club members may cancel a reservation by calling (877) 606-2582. If you are not a Club member and need assistance with an upcoming reservation, you can connect with our teams at one of the numbers below:

• (888) 657-3529 – Non-Club member owners
• (844) 428-7829 – IHG resort guests
• (800) 353-1966 – Vacation package guests

We’ve developed a program, Safe Travels, that “checks the boxes” on the higher safety and cleanliness standards to deliver trusted stays for our guests and owners. Safe Travels brings many new and enhanced practices to the resorts that provide an extra level of cleanliness and sanitization, along with responsible spacing and distancing. Additionally, the program empowers all individuals – guests, owners and team members – to do their part to stay safe.

If you’re interested in learning more about Safe Travels and the resort-level implementations, please visit our Safe Travels Checklist.

Amenities or certain public areas at re-opened resorts may be closed or restricted to comply with local guidelines and company standards. You can find the latest information and updates on resorts and various amenities at our Resort & Amenities Updates page. This page will be frequently updated, so we encourage you to visit it regularly.

Maintenance fees are based on a resort’s annual budget, which considers all expenses associated with operating and preserving the property, and approved by the Homeowners’ Association (HOA) Board of Directors. Even if a resort is closed, there are many expenses that continue to be incurred, such as property taxes, maintenance of common areas like the grounds and pools, insurance, security and utilities.

Additionally, our teams have used this unexpected resort closure period to complete various maintenance and deep cleaning projects that would be difficult to execute (or require more resources) if guests and owners were on property. This ensures the resort will be even better prepared to welcome guests and owners once it re-opens.

If there is a surplus of funds at the end of the year, your HOA Board of Directors will determine how to use funds in a manner that will best serve the interest of all owners and the resort.