Episode 8: All-Inclusive Resorts

Mary Herendeen:

Imagine this: you've left your wallet, your credit card, your cash in your room, but you're invited anyway to take in an ocean view at the best seat in the house of a fine restaurant. The service is excellent. You're given a menu without pricing and are encouraged to try a little bit of everything or to just pile up on your favorites. You finally try that dessert or that drink you've never had, and when you're finished, you simply thank the server and walk away. It sounds like a dream, but all-inclusive resorts turn these dreams into reality. I'm Mary Herendeen, your host. Thank you for joining us on traveling with AAA. Today, we are vacationing in one of my personal favorite ways, the all-inclusive way. Joining us with his own experiences on all-inclusive resorts is Jack Richards, the president and CEO of Pleasant Holidays, a travel industry great, and winner of the best tour operator award for an unprecedented 18 consecutive years, with the latest in 2021. Jack Richards, welcome to traveling with AAA. Thank you for coming on the show today.

Jack Richards:

Yeah. Thank you, Mary. Glad to be here.

Mary:

Yeah, we're excited to have you.Now, will you tell us a little bit about yourself, Jack? What got you interested in travel and why you're so passionate about it?

Jack:

Yeah, absolutely. I've been president and CEO of Pleasant Holidays for 15 years. I have spent my entire career in the travel industry. I've been with airlines, online travel agencies, and other travel companies. I actually started as a tour guide in the business, taking groups all over the world, and I fell in love with the business and stayed with it forever.

Mary:

Wow. It sounds like you're in the perfect spot to be the president and CEO of Pleasant Holidays, having lived your entire life in that industry. Could you share a little bit about Pleasant Holidays, what your mission is as a travel business?

Jack:

Yeah, our mission is to create memorable vacations, and we actually aspire to be the leading travel company in the world. We're one of the largest travel companies in the United States that has focused exclusively on leisure travel. We've been in business for over 60 years. We're a subsidiary of the Auto Club of Southern California since 1999.

Mary:

So you're telling us all about Pleasant Holidays. It is incredible. And what an incredible opportunity to speak with you about your business. Like I said, 18 consecutive years as the best tour operator. So that’s incredible. Now I also hear, like me, you're a huge fan of all-inclusive resorts. For those who don't know what an all-inclusive resort is, how do they differ from other vacations?

Jack:

Yeah. An all-inclusive resort differs from other resorts because it includes a minimum of accommodations, three meals per day, most alcoholic beverages, most non-alcoholic beverages, all the gratuities, entertainment, activities, and more in one upfront cost, without taking out your credit card for the remainder of your trip. So, the cost of the vacation upfront, and you don't have to pay for anything once you arrive. Now, these are typically located in tropical destinations, most commonly in Mexico, the Caribbean, and Costa Rica. They're designed to feel like paradise with swaying palm trees, white sand beaches, lovely swimming pools, whereas a non-all-inclusive resort includes just your hotel room and tax. So, you get no meals, no drinks, no entertainment or activities included. All-inclusive resorts are very popular with destination weddings, honeymoons, family reunions, as the host doesn't have to plan any events or do anything else. And then families can also go, because they can take advantage of childcare options or daily kids club programs. So tremendous difference between all-inclusive and non-all-inclusive resorts.

Mary:

It's huge. That's one of the reasons why I fell in love in the first place with all-inclusives. The first one I went to was to a Sandals resort in St. Lucia. And I absolutely fell in love with it. Not just because the location was beautiful, or even the resort, although it was. It was incredible, but it was because of that freedom that you're talking about, the freedom that came from being able to enjoy all the activities I planned for some I hadn't, not feeling guilty if I had to miss out on something, because I'd paid so much when it was just included. I was able to just do that budgeting up front and not have to worry about anything. Once I got there, I loved it. Now mine came with some activities. What type of activities might travelers find at an all-inclusive resort?

Jack:

Yeah, well, I've been to St. Lucia as well, and that's one of my favorite islands gorgeous in the Caribbean, so we share something in common. But the activities and entertainment will actually vary depending upon the resort type that you pick, because we do have all-inclusive resorts for couples only with no children or we have what we call family-friendly all-inclusive resorts. Adults-only resorts usually include immersive activities, such as dance lessons, cooking classes, wine tasting, wind surfing, non-motorized water sports, and golf green fees if you're staying at an all-inclusive resort that has a golf course. There are family-friendly resorts in the Caribbean called Beaches. That's part of the Sandals operation. There's one in Turks and Caicos Islands and one in Ocho Rios, Jamaica, and they have kids programs with certified nannies. They have a Caribbean venture water park, Sesame Street, Xbox play lounge and others. So, depending upon where you want to go and what the purpose of your trip is, you can find just about any activity you want.

Mary:

Yeah, that's what I found at the Sandals in St. Lucia, I was able to stay at one, but play at all three. So, I was able to go to the other resorts on the island, eat at the restaurants, play, do the dancing, all of that while I was staying at one resort. And that was just an incredible experience, just so many different things to do, without worrying that I had to pay anything extra or “hey, since we did this tonight, we can't do that tomorrow,” or “let's budget tonight because we want to go out and go big tomorrow.” It was great. Now for families, you said something about Xbox. Tell me a little bit more about how they're catering to that younger generation or that kind of preteen teenage group.

Jack:

Yeah. Beaches Resorts, which is part of Sandals, really caters almost exclusively to kids, and they have everything designed for kids, including the Sesame Street parade. They have a Caribbean venture water park with water slides and fountains, essentially anything for kids and then parents, if they wish to drop their children off for a day, they have a certified nanny program to watch over the children during the day. So, the adults can go out and do something else. So this is probably our most popular family all-inclusive resort in the Caribbean and Turks and Caicos, and Jamaica.

Mary:

That's incredible. Well, I actually have taken my kids. I have two little ones, and they've been to all-inclusive twice already in Cabo San Lucas. And I love the fact that I could have that nanny service, just to get away for an hour or two to have a nice dinner. The first night we went out to dinner, we didn't do that. My child promptly took his shoes off, stuck them on the table and probably ended the romantic night for all the other couples that were there. So, it was great once I found out about that opportunity for babysitting. I actually went to the spa, my husband went surfing, and both of us were able to get a little bit of something extra out of our vacation . They also had a kids' club, and that was amazing. I know a lot of these resorts have that.

Now, what about for singles? Are there any resorts out there for singles who still want to have fun and enjoy some nightlife, great food, and meet people?

Jack:

Absolutely. There are several all-inclusive resorts that cater to singles, and they offer signature meet and greet parties, unique entertainment options, and a lot of the activities are centered around single people. There's Temptation Cancun Resort, Breathless Resorts, Secrets Resorts in both Mexico and the Caribbean. And these offer things like 24-hour room service, concierge service at the beach or the bars, and essentially singles can feel very good about visiting. There are gated communities with their own private security. So, we're seeing a fairly significant increase in solo travel to the all-inclusive resorts.

Mary:

That's amazing. I've seen a lot of people no longer making excuses to get out now. Instead of looking for a group to go with, they're just getting out there and doing it. And I think that's a great option, especially for a traveler who hasn't solo traveled before. That's really exciting to hear. Now when I traveled to Mexico last year, it was right in the middle of a lot of COVID restrictions. We're still in this pandemic. And I was really pleased with the resorts handling of the testing guidelines. Are there any COVID-related advantages of staying at an all-inclusive resort right now?

Jack:

Yeah, absolutely. Many of the resorts in both Mexico, the Caribbean and Costa Rica were really the first to provide onsite testing, for COVID 19. Before you re-enter the United States, it's a requirement that you have a COVID 19 test. I think three days before to come back into the United States and these resorts were the ones that began offering very early on. Some of them are free. They're included in your rates while others will charge a nominal charge, and then they really change their safety and sanitization protocols during the pandemic that actually continue on today. Some all-inclusive resorts used to have self-service buffets and now they have switched to server-only meals, and practiced social distancing in the restaurants. Most of the all-inclusive resorts that we do business with went out and got certified sanitization protocols. They continue today. So, I think from a health and safety standpoint, this really appeals to a lot of people because in addition to that, a lot of these have private security and they're gated, so only guests can come into the resort.

Mary:

That's what we found at the Sandals as well. It was very secure, and I just felt very safe there. Never having been to the island before, I thought it was amazing. And then with the covid-related advantages, I realized, it was great. Instead of me having to serve myself at the buffet, we were getting the service. I felt like it was even upgraded service and looking at all they were doing to keep things sanitized and clean, I looked at it as if it's probably more clean than ever because they were hyper-aware and hyper-focused on it, but it wasn't it didn't encroach on our having a good time. There was about it that stopped us from really feeling relaxed and enjoying ourselves. And it was just a great way to get out.

Mary:

We were so ready after being home for a while, and that was last year. So again, here we are a year later thinking, "When will we go back? I'm ready." There’s a lot of advantages to me with the little ones when I take 'em out to a restaurant. For example, they might order something and then they don't want to eat it. And sometimes you're paying 25 bucks for that kid's meal with nuggets. But at an all-inclusive, it’s okay. If they want to try something, I feel better about them trying it, and I get to try things I've never had before as well without having to feel bad about it.

Now there's a lot of advantages. Are there any disadvantages to staying at an all-inclusive resort? Might it minimize your opportunity to enjoy maybe the local culture?

Jack:

I think we need to remember that guests at all-inclusive resorts are free to come and go as they please. So, they can go on their own sightseeing tours, shopping tours, or if they want to dine off property to get away from the resort they're free to do so. And then most of the all-inclusive resorts have a concierge desk to help plan off-property excursions and experiences that guests can immerse themselves in the local culture if they want to. I think one of the disadvantages, to me, would be if you're an adventure traveler, meaning those who want to get out and explore every day. They may get bored in an all-inclusive resort, because all-inclusive resorts are really designed for relaxation. So if you're an adventure traveler, and you want to go exploring every day or hiking every day or whatever you want to do, maybe an all-inclusive resort is not the best option for the adventure traveler.

Mary:

That's really important for our listeners to hear because if they're looking for that type of experience, being really clear with their travel advisor, letting them know what they are looking for, they might find that some of those all-inclusive amenities might go to waste for them. So that's important for you to let us know about that. Now, I like to relax, but I do like a little bit of adventure, and I was excited that in St. Lucia, they did offer us a shop into town to go. We did some shopping around with the locals, and then we also did this incredible hike, a catamaran, sail. We did this great restaurant after this really long hike. It was just beautiful. And the food was cooked by locals. It was in one of their restaurants.

Mary:

It was just a really amazing experience. And all of that was set up by the resort. I didn't have to go out looking for it. And then in Mexico, of course, the zip lining. Me being afraid of heights, I did find it the most exhilarating thing I'd ever done. I really enjoyed that. And that was set up in Mexico. It was awesome.

Now, I like to be able to budget beforehand, so I don't have to budget while I'm there. But some travelers, like we said, might find that doing some research or really having clarity on what they want is going to be important. What should people ask before booking an all-inclusive vacation?

Jack:

Well, I think it's really important that they discuss it with their travel advisor to find out what will best fit your needs and what is the actual purpose of your trip? So, if your purpose of the trip is relaxation, that'll send you into a particular type of all-inclusive resort. If you want to be a family, you should go into a family resort. Or if you're a couple on a honeymoon, you probably want to go into a couple's-only resort. So there will be some people who don't drink alcohol, for example, and may feel that perhaps they're overspending, but I can tell you that even if you don't drink alcohol, an all-inclusive experience is a great value because you usually have numerous restaurant options, numerous entertainment options, and a lot of immersive experiences and similar both on property and off property that you can't get at other hotels. For example, my wife and I went to Sandals, Antigua. And one day we did a volunteer program at a local school where we actually paid to go teach children for the day. And it really was phenomenal and let us experience not only Antigua, but we met the people. We spent a half a day teaching children, and we're starting to see more of that, uh, come through in the all-inclusive resorts offering that type of experience, if you want to do it.

Mary:

That's amazing. I love that you were able to kind of give back. You take a little something away during your vacation, but you're giving a lot back. And I think that's great. One of the things I realized when we were there, we're having all of this luxury, but how do you give back to the locals? And for me, it was  tipping or kindness and things like that. But I love that you were able to do that volunteer opportunity. Do you find that that's more frequent? Is that happening quite a bit at other resorts?

Jack:

It is. They're putting in sustainability and local cultural volunteer projects. For some you can go clean up beaches. You can also go teach at a school or help build things. You can do a variety of different things. And we've seen that come about over the last two years.

Mary:

That's awesome. I'd heard about that before, but I wasn't aware that this was part of all-inclusive resorts, so it's really great to hear. Now, some travelers are not sure what to do on tipping. I know for mine at Sandals the tip was included. And it usually is for all-inclusive resorts. Are there places or resorts that are either for, or against what I might consider customary?

Jack:

Absolutely. For example, Sandals forbids tipping. That's part of their policy. They don't like it. They don't want you to do that because they want you to feel that you've paid for everything upfront. And I think although gratuities are considered included for your stay, most Americans will tip for good service, particularly, as you get to know your butler, your housekeeper, or your nannies. So, it really depends upon the individual. There's no obligation to do so, but it's kind of an American tradition to tip for good service.

Mary:

Right? I consider it customary. So, when I was in Sandals, for instance, I felt like I was being rude not to tip. And they were like, "oh, please don't tip me." And they really deterred me from doing that. Then I also realized that they really do give top notch service. I mean, it's world class, and they probably don't want you to feel like you have to do anything extra to get that world class service. And you just saw great treatment, great service all the way around. So, it’s good to hear that some places really are against it. Some people might still want to tip, but just understanding that beforehand, I think is important.

Now, we talked about Antigua, we talked about St. Lucia, all-inclusive resorts in Mexico, what are you seeing in terms of popular places or resorts to visit in all-inclusive right now?

Jack:

So, we offer almost 400 all-inclusive resorts, most of which are in Mexico and the Caribbean. There's 11 in Costa Rica, and Costa Rica is very popular too. However, the most popular ones are in Cancun, and Riviera Maya, Mexico. Los Cabos, Mexico is right up there. The Dominican Republic and Jamaica are number one and two for us in the Caribbean. The Bahamas is number three. Aruba and St. Lucia are very critical. Regarding beaches, Turks and Caicos Islands is very popular, probably our number one family, all-inclusive resort.

Mary:

It’s all that beautiful water and white sand beaches. So, of course, I'm not surprised that those are the most popular. And I have been to Los Cabos myself, and we could go back there all the time. I'm here in Southern California, so it's just a short plane flight with me and the kids and keeping them on the flight for a minimal amount of time is important for us. Now, are there any all-inclusive resorts in the U.S.?

Jack:

I believe there are, Mary, but we do not offer any in the United States because there's key differences between a U.S. and a non-U.S. all-inclusive resort. 

Mary:

Okay. Fair enough. And then what tips do you have for travelers to best enjoy an all-inclusive resorts day?

Jack:

Yeah, I think it's very important that that all travelers research the resort in advance and find out what's unique and what do they actually want to experience before they go there. Also, be sure to take advantage of cooking classes, wine tasting, dances, and concerts. They usually have special events on their calendar, so it is always good to check before you go. The single most important thing is know the dress code before you go to a gourmet restaurants because most of these are gourmet and luxury resorts where elegance is required. What that means is you can't wear shorts to a gourmet restaurant. And we see this always when you're at a very luxurious resort. They made reservations for a gourmet restaurant, and they got turned away because the resort would not let you come in shorts,
Jack:

so research the dress code. There's also optional things that I would recommend you do. For example, in Antigua, I arranged a romantic dinner on the beach at sunset with a white glove butler service and premium wines at extra cost. Now, you have to do that in advance because they sell out relatively quickly. So I would recommend it if you've never done that. It is phenomenal. Then spa treatments are typically not included, and they're considered vacation extra, so that will be additional cost if you want to do spa treatments while you're there. Golf green fees are typically included if you're staying at an all-inclusive resort that has a golf course. However, sometimes candies are mandatory, and not included. And sometimes you're required by the resort to have a mandatory golf cart, which is also not included. For wine and champagne enthusiasts, all of these all-inclusive resorts offer premium wines and champagne at additional costs that can make that special night even special. So do the research and speak with your travel advisor. Also know in advance what you want to do, which will improve your experience.

Mary:

Yeah, that's really important, especially with it being more popular right now, to book those things in advance. Make sure that if it's something that you want to do you're getting that on the calendar and planning for that in your stay. Now, finally, Jack, what's ahead for Pleasant Holidays? Any news you'd like to share about new destinations you're exploring?

Jack:

Well, over the last couple of years, Pleasant Holidays has negotiated exclusive AAA member rates at many of the popular all-inclusive resorts in Mexico, the Caribbean and Costa Rica. Many of them are major hotel brands such as AMResorts, which is the secrets brands—the dreams and breathless, RIU hotels and resorts, and Iberostar. And then there's a brand-new hotel in Mexico, focused on art called Hotel Xcaret in Cancun and the Riviera Maya, which includes unlimited entry into their parks. So that's new. We're always looking at new destinations and all-inclusive resort options. Moving away from that, we're very close to launching Indonesia and Malaysia in June, then China as a destination for us will launch in 2023. We're also going to launch South Africa, Cape Town and Johannesburg in September. During the pandemic in 2020 and 2021, we really took the time to build out our secondary city portfolio in Europe that included the secondary cities in Italy, France, and England, such as Manchester, Birmingham, Liverpool, Bordeaux, Leon, and Strasbourg.

Jack:

Okay, so my mouth is a gape here. I'm hearing about all these new places, and I’m blown away. China and South Africa—that's incredible. That’s great to hear, Jack. And I can see the smile on your face as well as a lifetime travel lover. I bet you're excited to venture out into these new areas, and I'm sure listeners will be excited to hear what's in store and when they can start booking those vacations. So thank you so much for sharing with us that special news and special trips that I didn't know you had.

Jack:

Yeah. Well, thank you.

Mary:

That's exciting. And so, Jack Richards, I just want to thank you so much for being here with us today and for sharing a little bit about your experiences and all this on all-inclusive resorts. And thank you to our listeners for being with us. If you are planning a trip, be sure to connect with a AAA travel advisor, check out aaa.com/travel, or visit your local branch. And if you enjoyed this podcast, please subscribe. I'm Mary Herendeen. Thank you for traveling with AAA. And again, thank you so much, Jack.

Jack:

Thank you.