Thank you very much for contacting/booking with me, or for considering my services. I truly look forward to assisting you in planning a seamless, stress‑free trip filled with wonderful memories.
As my business has grown significantly over the past few years, I am implementing a few new procedures to ensure I can continue providing exceptional and efficient service, without the need to charge a planning fee. I would like to outline how I work and set clear, realistic expectations.
My standard office hours are 9:00 am to 5:30 pm Mountain Time (I am based in Colorado). Unless there is an absolute emergency, communication outside these hours should wait until the next business day. However, when you are traveling, I am available to you 24/7 for urgent, time‑sensitive issues, as outlined later below.
Quoting process:
The first thing I would like to stress is that you as the traveler are ultimately responsible for reviewing all documents sent to you. READ THEM and verify that all names, dates of birth, travel dates are correct. Confirm all payment dates and cancellation policies are acceptable to you. Please alert me to any discrepancies or changes that need to be made BEFORE deposit is placed.
All correspondence pertaining directly to the reservation before booking will be done through email, so that we have an accurate record of important details, and can be found easily by both of us. Texting/messenger can be utilized after booking for general questions that are informational and do not effect the status of your reservation.
After your initial quote request is received, I will make every effort to confirm receipt within 24 hours. From that point, please allow 24 to 72 hours for the quoting process to begin. The timeline may vary depending on the complexity of the request and the details provided. For custom land quotes, I cannot begin the process until the questionnaire (sent within 24 hours of initial contact) is completed and both a two‑week date window and estimated budget are provided. This ensures neither your time nor mine is wasted.
Guidelines on when to call, when to text or when to email
Examples of emergency situations include:
- Any serious issue while you are currently traveling or within 24 hours of departure
- Flight cancellations or delays that will cause a missed connection
- Being denied boarding
- Last‑minute trip cancellations within 48 hours of departure (please ensure you have travel insurance)
- A hotel or vendor being unable to locate your reservation
- Any travel-related issue that is immediately time sensitive
If an emergency occurs, please call me directly, regardless of the time. Do NOT text, message through WhatsApp or Facebook, or contact the vendor unless I have specifically advised that option. CALL ME ! I will provide support and guidance.
On the subject of calling the vendor yourself, please do NOT do it at any time. This is for your protection. There are so many scams out there that many people have fallen for, please don't let that be you. I am your point of contact and will be happy to address anything needed.
Issues that need attention but are not immediate emergencies may be sent by text during business hours. Please follow up if you do not receive a response within one to two hours so I am aware of the situation. Examples include:
- Confirming baggage rules at the airport
- A transfer that has not arrived but is still within a reasonable window
- Confirming details for the next day’s excursion
Questions that can typically be addressed by the hotel or cruise staff, or that are not time sensitive, include:
- Requests to change dinner times
- Dress code inquiries
- Help with cruise apps or onboard procedures
Please also note that quotes are extremely time sensitive. Prices—especially for flights—can change by the hour. If I send a quote and do not receive a response for several days or weeks, the pricing will almost certainly change, and requoting can be very time consuming. I request that you contact me when you are ready to move forward and that you reply promptly once a quote is provided.
For custom land itineraries, I am happy to collaborate with you to create the exact experience you desire. Providing detailed preferences helps minimize the need for multiple revisions. Typically, a final quote can be achieved within three rounds of adjustments when the guidelines above are followed.
My clients are incredibly important to me, and I take great pride in offering thoughtful, high‑quality, personalized service. These guidelines allow me to provide exceptional care while maintaining a healthy balance between my business and personal well‑being.
Sincerely,
Carole
