Help Center
Quick guide to plan your tour
Here you will find the essentials to decide with confidence: what your trip includes, hotel level, payments, currencies, receipts, and change/cancellation policies. Everything explained clearly with human support.
Guided booking process
Bookings with human guidance so you can travel without surprises.
In summary
A clear process, confirmed in writing at every stage.
1) Choose
Tour or idea
2) Guidance
Human
3) Request
Submitted
4) Confirmation
With deadline
5) Payment
Deposit or full
6) Documents
Vouchers and itinerary
7) Checklist
Quality control
8) Support
During and post-trip
In parallel
Advisor guidance
We support you from the start: we answer questions, adjust details, and explain payment and upgrade options.
What happens here: questions, recommendations, upgrades, current promotions, and deposit vs full payment.
So you book informed, with personalized support.
1
Choose a tour (or tell us what you are looking for)
Explore the tour you like... or tell us your idea and we will guide you.
2
Send your travel request
This is where your request is formally submitted. If you have not spoken with us yet, your assigned advisor will contact you.
There is usually contact before payment to make sure everything is clear.
3
Proposal and preliminary confirmation
We confirm availability and conditions. You receive a time limit to secure your place.
Includes: conditions, current promotions, relevant policies, and payment options.
4
Payment (full or deposit) -> Booking confirmed
With your full payment or deposit (depending on dates/promotions), your booking is confirmed.
The deposit depends on trip lead time and current conditions.
4.5
Arrival and departure details
We request your arrival/departure schedules and details to coordinate welcomes, transfers, and services.
5
Travel documents
We send your vouchers and itinerary with everything needed for travel.
Includes: key contacts and final recommendations.
6
Pre-trip quality control
Days before departure, we review your booking with providers and validate critical points to prevent surprises.
Includes: reconfirmations, support reminder (advisor + center + destination), and logistics consistency check.
7
During and after the trip
During: We do not interrupt your trip: you travel with peace of mind. We are available if anything comes up.
After: Your advisor contacts you to hear about your experience and improve our service.
Bonus: Would you share photos with us? (optional)
What tours include
What a tour includes depends on the destination and the specific tour itself. That said, there is a quality and service baseline we usually maintain so you can travel with confidence.
Usually includes
- Accommodation in selected hotels (exact category varies by destination and tour).
- Breakfast full or buffet-style (depending on the hotel).
- Itinerary with planned activities and realistic timings.
- Main transfers (airport/hotel and/or between cities) when the tour requires them.
- Assistance and team support (before and during the trip).
Depends on destination and tour
- Tickets to attractions, museums, or experiences (some are included, others are paid on-site).
- Guide (tour escort, local guide, or segment-guided format).
- Additional meals (lunches/dinners) included on specific days.
- Flights (in some cases, quoted separately).
- Upgrades (hotel upgrades, room category upgrades, private experiences).
Can I adapt my tour?
Yes. Although each tour has a base structure, there are several ways to customize it according to your preferences and destination.
Customization options
- Extra days before or after: available on all tours. Many travelers add extra nights to explore a city at their own pace before or after the group itinerary.
- Value-added services (Europe): on Europe tours, we offer additional experiences during the itinerary: special dinners, private guided visits, priority entries, and more.
- More flexible tours: destinations like Copper Canyon are more adaptable in duration, activities, and pace. Your advisor will guide you through the options.
- Hotel upgrade or downgrade: in destinations like Peru you can request a higher hotel category for extra comfort, or a more budget-friendly category if you prefer to adjust costs.
For your peace of mind, everything is confirmed in writing (included/not included) in your itinerary and advisor communication. If you want a more premium approach (more central location, higher category, or private experiences), we adjust it subject to availability.
Hotels and categories
For a premium traveler, the hotel is not a detail: it is rest, location, and peace of mind. That is why we prioritize highly rated hotels at each destination.
We usually work with the best hotels available in the destination, or with very strong options (central or strategically located and generally 4-star or higher). In some destinations, such as Copper Canyon, hotel supply may vary by area and travel experience; even so, we curate options so they remain consistent with the tour level.
What you can generally expect
- Category: typically 4★ or higher, or a local equivalent when destinations use different rating systems.
- Location: central or strategic to improve transfers and get more value from the itinerary.
- Breakfast: typically full or buffet style (depending on the hotel).
- Comfort: we prioritize strong sleep quality, cleanliness, and service, especially on intensive itineraries.
- Preferences: if you have requirements (bed type, accessibility, low floor, quiet room), let us know and we will manage them subject to availability.
Hotel names and room details are confirmed in writing in your itinerary/booking. Your advisor supports you to adjust selection when options are available.
Payments and pricing, explained clearly
We cover the essentials so you can decide with confidence: how to pay, which currency is used, and what support you receive. Always with human guidance.
- •Available methods: Stripe (Visa, MasterCard and AMEX)
- •Confirmation: most bookings confirm instantly. (Your booking is confirmed once the first deposit payment is received, according to trip conditions.)
- Reference currency: depends on destination (Example: Europe: EUR · United States: USD)
How payment works
- 1.You start with a booking request. With that information, we confirm availability and prepare the details.
- 2.Most tours have instant confirmation, so in most cases you receive written availability and all payment options right away.
- 3.If confirmation is not immediate, an advisor manually validates all services and availability before sending you the details in writing.
- 4.With the written details, you choose your payment method and we share clear instructions.
- 5.Your booking is confirmed when we receive the first payment (deposit), according to each trip's conditions. At that moment, we send your receipt and written confirmation.
Payment methods
These are the currently available payment methods. Your advisor will confirm the exact process for your tour.
Card (Stripe)
Visa, MasterCard and AMEX with 3D Secure validation.
Confirmation once the charge is approved.
Confirmation and support
You receive a receipt and booking summary by email.
Most tours confirm immediately.
Deposit and payment schedule
The deposit amount depends on each tour; in general it is 20% of the trip value. Sometimes we launch promotions that allow booking with a lower amount. We always confirm in writing the amount and dates that apply to your trip.
- Deposit: normally 20% (may vary by tour and/or promotions).
- Final payment: we usually request the trip to be fully paid at least 30 days before departure; for long-haul trips, up to 40 days.
- Payment schedule: after the first deposit, it is flexible. We suggest partial payments (for example, every 15 days) and send reminders.
If your tour does not require a deposit, your advisor will confirm it in the quote.
Security and receipts
Each payment is backed by clear receipts. After each payment, you receive an email receipt with the paid amount and an updated summary of your booking payments.
- Email receipt: includes the amount paid and the payment summary of your booking.
- On-destination assistance: you will receive local numbers of the operators handling your trip.
- Personal support: each booking is assigned to a Hoteleus advisor who supports you before, during, and after your trip.
- General backup: you also have Hoteleus general contact channels as an additional support layer.
All card payments require 3D Secure validation. In some cases, we may request additional documentation to validate identity and trip conditions.
Currencies and exchange rates
The tour price is set in the currency corresponding to the destination (for example, Europe in EUR and the United States in USD). We can receive payments in your local currency: if conversion applies, the exchange rate is fixed at the moment each deposit or payment is made.
Important: if your booking is paid in multiple transactions, each deposit/payment may be fixed with its own exchange rate.
Invoicing
Hoteleus UK LTD is a company registered in the United Kingdom. Once your booking is confirmed, we can issue payment receipts and, when applicable, invoices according to UK regulations.
If you need the invoice to include specific details, share the information when requesting it and your advisor will confirm the process and issuance times.
Changes and cancellations
We understand adjustments may come up. To protect your investment and ensure clarity, requests are handled according to your booking terms and each service provider's policies.
Summary (key points)
- Written request: changes or cancellations must be sent by email to your advisor, including your booking number.
- Minimum fee: every change or cancellation request has a minimum fee of $60 USD + 3% of the deposited amount.
- General penalties: with 30 days or more before arrival, minimum penalty of 25% of the total paid amount; with less than 30 days before arrival, penalty is 100% of the paid amount.
- Hotels (general guideline): 30+ days: 10% of total; 14 to 3 days: 2 nights; 2 to 0 days, no-show or early departure: non-refundable. Rates marked NON-REFUNDABLE: 100%.
- Tours/ground transportation (general guideline): 15+ days: 25%; 14 to 0 days or no-show: non-refundable.
- Refunds (when applicable): appear on your account statement within 5 to 25 business days, depending on the banking process.
Important: conditions may vary by provider, product, or service. Please read the Terms and Conditions and the specific policies that apply to your booking.
International travel (traveler responsibility)
- For international destinations, the traveler is responsible for having a passport, visas (including transit), health/vaccination documentation and for complying with entry requirements.
- We recommend confirming requirements with your Embassy/Consulate and reviewing official travel advisories before booking.
Frequently asked questions
How does advisor support work when choosing my tour?
An advisor reviews dates, travel pace, budget, and preferences, then sends written options with clear recommendations.
What information do I need for a quote?
Dates, number of travelers, preferred tour, and optionally any additional requests.
Does the quote have a validity period?
Yes. We always provide a written validity period based on booking conditions.
Can I customize the itinerary?
Yes, but it depends on the selected tour. In general, we can always add extra nights before and after the tour. Other customizations may be possible depending on destination and itinerary.
What is included and not included in tours?
Before payment, you receive a clear list of included and excluded services (transfers, meals, tours, local taxes, and extras).
How do I choose hotel category and possible upgrades?
We share options by category and location based on your tour and availability. Upgrades are quoted with transparent price differences.
Are flights included?
Usually not. If you want, your advisor can help you quote flights separately.
Do you recommend travel insurance?
Yes, it is highly recommended, and in some destinations it is required. Your advisor can guide you with details.
What traveler details are required, and when?
We request full names exactly as shown on passports and key details in advance to issue services correctly.
When do I receive the final itinerary and vouchers?
After full payment confirmation, we send the final itinerary, vouchers, and local support contacts in advance.
What if I need name or date changes?
Each case is reviewed according to tour and provider policies. We confirm costs before applying any change.
Will I have support during the trip?
Yes. You receive local contacts, your assigned advisor contact, and a Hoteleus support channel for questions or contingencies.
Who is responsible for passports and visas?
The traveler is responsible for passport and visa requirements.
Talk to an advisor
We guide you clearly and calmly so you can move forward with confidence.
No commitment. Human and clear response.