Frequently Asked Questions (FAQ)

What is the booking process once I decide to rent a unit?

Once you let us know by email or phone that you want to book, we will send you an electronic contract to sign. Once you sign, it will automatically be sent to us for signature. We will both get copies of the signed contract, as a pdf, when finished. A minimum of $500 is due immediately to hold the unit. 50% of the balance is then due within 2 business days. Your final payment will be due 6 months before your date of travel, so will vary depending on the week you bought. If your date of travel is sooner than 6 months away, the complete balance will be due. If it is 6 months or longer, I will send you a reminder email. As soon as the final payment is received, I will send you the Marriott confirmation which you can print and bring with you to Aruba or just show it on your phone. Check out our Booking a Unit page for more info.

What is the check-in process?

Show your confirmation to the front desk. Just like at any Marriott they check you in by name and they give you your card key. You will give them a credit card for any incidental charges including the daily fee payable to Marriott at check out (fees for various size rooms listed on contract).

Is there internet access?

There is free wi-fi in all of the rooms, throughout both resorts, the pools, and even the beach.

What floor and room number will I have?

The floor and room number are not assigned until arrival. Every unit is identical, but no owner owns a particular unit. High or low floors can be requested, but are not guaranteed.

Is the view guaranteed?

The view category is guaranteed, but your location can vary. In the Marriott Surf Club, Ocean View can be located in the Compass Tower (Building 7) where the main entrance, lobby, and Market Place are located. It also houses the fitness center and children's game room. Ocean View can also be in the Spyglass Tower (Building 8), which is the building furthest back and parallel to the ocean. It can be any floor 4-16. OceanSide is an upgraded view that will put you in the Lighthouse Tower (Building 6), the front building closest to the beach. Garden View can be the first two floors in the Compass Tower (Building 7), or Spyglass Tower (Building 8). It can also be in Building 9 which is also the Spyglass Tower, but the side perpendicular to the beach, across from the Compass Tower. The entirety of Building 9 is Garden View category so any floor above 4 will automatically give you an Ocean View when on the balcony. You also have pool & lazy river views. If you need to see a visual, here's a map from Marriott's site:
Resort map

What are the sleeping arrangements at the Surf or Ocean Club?

Studio (lockoff): Queen bed + Queen sleeper sofa in same room. Sleeps 4. (Ocean Club has King bed)
1 Bedroom: Private Master bedroom with King bed + Queen sleeper sofa in living room. Door to bathroom from living room and master bedroom. Sleeps 4.
2 Bedroom: Private Master bedroom with King bed + Queen sleeper sofa in living room. Door to bathroom from living room and master bedroom + Studio (see above) with a door that can be locked or left open. Sleeps 8.
3 Bedroom: Private Master bedroom with King bed + Queen sleeper sofa in living room. Second bedroom has two queen beds and the Studio is double the size with a King bed and another queen sleeper sofa and is way off to the side of the unit, with its own entrance. That room is the only one that does not have an ocean view, but rather an island view. You see the tops of the homes of Aruba for miles around and is actually pretty cool! Every bedroom has a private bathroom and balcony. Just have to add that this unit has a Full laundry room with storage space for the Lazy River floats. Sleeps 12. (No 3 Bedrooms at Ocean Club)

How much will travel insurance cost?

This one is easy. Just go to travelsafe.com, put in your total cost divided among the number of people traveling and you will get an automatic quote.

Is my deposit refundable?

The short answer is "No". The long answer is that we will make every effort to re-rent the timeshare and will give you back the amount we were able to rent it for. We usually can, but no guarantees. But most important, Travel Insurance will give you a 100% refund for any illness or death in the family.

When is final payment due?

Six months before travel. The due date will be printed on your contract.

How can I avoid the 3% credit card fee?

You can send a personal check, use Zelle, Venmo, Wire, or Direct Deposit.

When do I get my Marriott confirmation?

When we receive final payment, it will be emailed to you. Just show it to the front desk at arrival.

How do I know this reservation is legitimate?

You can check out our VRBO page for reviews from past customers. Just scroll down to the bottom of the page. We can also give you referrals upon request. We prefer to speak to all of our clients on the phone at least once, which will help us get to know each other. Our phone number is on the VRBO page and in our email signature. You can also call the Marriott Aruba Surf or Ocean club and ask to speak to the front desk. He/she will be able to vouch for Robin Gran or Aruba We Go. If that person doesn't know us, ask for a manager. If you still have questions, let us know!

What is the best way to get from the airport to the hotel?

I recommend taking a taxi as it is only a 15-20 minute ride for a flat rate of $32. Taxis are waiting at the airport and all drivers know the Marriott.

Should I rent a car?

There is no reason to rent a car for the week unless you just like to have it around or have a carseat. The Marriott is walking distance to many restaurants and activities and it is easy to take a taxi if you want to go further away to eat. Every restaurant will ask you if you need a taxi when they bring you the bill. They call for you so it is waiting for you and not the other way around! If you take a guided tour, they will pick you up at your hotel to make it easy for you.

To get groceries, you can also take a taxi as they are used to that. The large grocery store, Super Foods, is 5 min. by car and less than $10 each way. I also offer a coupon code for free grocery delivery so you can order online before you even leave home.

If you are traveling with small children and are bringing your carseat, you can put the carseat in the taxi to and from the airport, but if you plan to leave the Marriott a lot, you might want to have a car so you can install the carseat once for the week.

If you choose to rent a car there are many choices right there at the airport like Europocar, Hertz, Avis, Budget and there are several also off the airport road. They pick you up to take you to their off site location. You can also rent a car for a day or two at the Marriott if you choose to tour the island but don't want a car for your whole stay. So really, car rental for a day or a week is just a personal choice but not a necessity. If you do have a car it is good to know parking is free with a free parking permit from the front desk.

What is the booking process once I decide to rent a unit? | What is the check-in process? | Is there wifi and wired internet? | What floor and room number will I have? | Is the view guaranteed? | What are the sleeping arrangements at the Surf or Ocean Club? | How much will travel insurance cost? | Is my deposit refundable? | When is final payment due? | How can I avoid the 3% credit card fee? | When do I get my Marriott confirmation? | How do I know this reservation is legitimate? | What is the best way to get from the airport to the hotel? | Should I rent a car?