FAQ
Everything you need to know before booking your journey — and a few things you might not have thought to ask.
Working with us
We don’t sell packages — we design journeys. Every trip we create is built from scratch around you: your travel style, your pace, your interests and your budget. We’ve been doing this since 1991, and we carry the relationships, the knowledge and the access that simply can’t be replicated by a search engine. As members of Serandipians and FYNE Travel, our clients benefit from exclusive privileges — upgrades, room credits and personal touches — that aren’t available anywhere else.
It starts with a conversation — by phone, email or in person at one of our offices. We listen carefully, ask the right questions, and then go away and design a proposal tailored specifically to you. Once we’ve refined it together, we handle every booking, confirmation and logistics detail. You receive a complete travel document and have a dedicated contact reachable at any time — before, during and after your journey.
Not at all. Many of our clients come to us with nothing more than a feeling — “I want something adventurous” or “I’d love to discover a culture I don’t know yet.” That’s exactly what we’re here for. We ask the right questions, understand what moves you, and translate that into a destination and itinerary you might never have found on your own.
Reduced mobility should never mean reduced ambition. We firmly believe that every traveller deserves to experience the world fully — and we plan accordingly.
We have designed journeys for clients with reduced mobility that most people would consider impossible: gorilla trekking in Uganda, for example, where clients are carried through the forest in a sedan chair by a dedicated local team, arriving at the gorillas just as any other trekker would. The experience is identical. The memories are the same. The only difference is the planning behind it.
We know which hotels have the right facilities, which destinations are genuinely accessible, and which operators can be trusted to handle every detail with sensitivity and professionalism. Nothing is left to chance — every element is confirmed in advance so that you arrive knowing exactly what to expect.
Travelling with reduced mobility doesn’t mean doing less. It means finding the right partner who knows how to make it happen.
Planning & pricing
For complex or high-demand itineraries — safaris, expedition cruises, peak-season bookings at sought-after hotels — we recommend starting 6 to 12 months in advance. For more flexible trips, 3 months is often sufficient. That said, we have strong relationships and can sometimes secure bookings on shorter timelines. Don’t hesitate to reach out even if your travel date feels close.
Yes — we can handle the complete journey from door to door, including international flights, private transfers, domestic connections and everything in between. Having one point of contact for all elements of your trip means everything is coordinated seamlessly and any issues are resolved quickly.
We are a team of seven, and each of us brings a specific area of expertise to the table. Together we cover the world — from safaris across Africa to road trips through Oman and the American West, from expedition cruises in the Arctic to cultural roundtrips through Asia and South America. There is no destination we cannot reach and no journey we cannot design.
But what makes us truly different goes beyond geography. Planning a trip with a travel advisor is something deeply personal. We don’t just sell itineraries — we build relationships. Over time, we come to know your tastes, your pace, your non-negotiables and your sense of adventure. That knowledge is what transforms a good trip into an extraordinary one.
Equally important are the people we work with on the ground. Over 35 years, we have built a network of guides, drivers, local experts and operators who share our standards and our values. A private guide who knows every corner of Kyoto. A driver in Namibia who has spent his life in the bush and knows exactly where to stop. These personal connections are not a detail — they are often what makes the difference between a journey that was beautiful and one that was truly unforgettable. When you are far from home, knowing that the right people are looking after you changes everything.
Reduced mobility should never mean reduced ambition. We firmly believe that every traveller deserves to experience the world fully — and we plan accordingly.
We have designed journeys for clients with reduced mobility that most people would consider impossible: gorilla trekking in Uganda, for example, where clients are carried through the forest in a sedan chair by a dedicated local team, arriving at the gorillas just as any other trekker would. The experience is identical. The memories are the same. The only difference is the planning behind it.
We know which hotels have the right facilities, which destinations are genuinely accessible, and which operators can be trusted to handle every detail with sensitivity and professionalism. Nothing is left to chance — every element is confirmed in advance so that you arrive knowing exactly what to expect.
Travelling with reduced mobility doesn’t mean doing less. It means finding the right partner who knows how to make it happen.
Hotels & Experiences
As Serandipians members, we have preferred partner status with many of the world’s finest hotels. This means our clients frequently receive: room upgrades when available, daily breakfast, a hotel credit of typically USD 100 per stay, early check-in and late check-out, and a personal welcome. These benefits are not available when booking direct or through standard agencies — they are exclusive to our network.
Absolutely — and this is where we add the most value. We work with a carefully selected network of private guides, local experts and operators worldwide. Whether it’s a private after-hours visit to a museum, a cooking lesson with a Michelin-starred chef, or a dawn game drive with a specialist tracker, we design experiences that go far beyond what any group tour could offer.
We work with all the world’s leading luxury hotel groups — Rosewood, Four Seasons, Aman, The Ritz-Carlton, Airelles, IHG, Design Hotels, Relais & Châteaux and many more. Our preferred partner status means we have direct relationships and can offer privileges that go beyond the standard booking experience.
But luxury travel today is no longer solely defined by famous names and iconic addresses. The most discerning travellers are increasingly looking for something else entirely — boutique properties, niche experiences and hidden gems that the vast majority of people will never discover. Places that don’t advertise. Camps that take only a handful of guests. Experiences designed for the very few.
Imagine spending a night on safari in Namibia sleeping in a beautifully converted game drive vehicle — a proper bed, a private bathroom, dinner served under an infinite sky, and nothing between you and the bush but a netted canopy and the sounds of the night. No other guests. No fences. Just the wilderness and the stars.
This is the kind of travel we love most — and the kind we are exceptionally well placed to find for you. After 35 years in this industry, we know where the extraordinary is hiding. We are also official partners of Baobab Collection and Assouline, available through our Lifestyle section.
cruises
We follow the cruise market closely — every new ship launch, every itinerary change, every special offer. Your dedicated travel advisor knows the ships personally and can tell you immediately which one suits your travel style. Beyond that, we receive exclusive rates and cabin upgrades directly from the cruise lines, and we handle everything around the cruise itself — pre and post extensions, private shore excursions, transfers and more.
What most people don’t realise until they try to book a cruise themselves is how complex the process actually is. Ship manifests must be completed. Pre-departure online check-in opens at a specific time and must be done correctly to secure your preferred boarding slot. Transfers must be arranged separately. Flights are almost never included and require careful coordination with embarkation times. And every cruise line operates its own booking system, its own tariff structure and its own set of rules — understanding each one properly takes considerable time and expertise.
We take care of all of it. Every form, every deadline, every detail — handled. By the time you arrive at the port, everything is in order and everyone is expecting you. Your only responsibility is to be there and enjoy.
One contact. Everything handled. Nothing left to chance.
We work across all cruise categories — ocean cruises, river cruises, expedition cruises, sail cruises and private yacht charters. We have a particular passion for small, intimate ships that offer a more personal, immersive experience. Our current featured ships include MS Europa 2, Sea Cloud 2 and a selection of Arctic expedition vessels — but we can book any cruise line worldwide.
Yes — and we strongly recommend it. Group excursions on board are convenient but rarely extraordinary. We arrange private, tailor-made shore excursions exactly structured around your interests — whether that’s a private food tour, an archaeological visit with a specialist, or a completely bespoke day in port. The difference in quality and depth of experience is significant.
Absolutely. A cruise is often just one part of a broader journey. Want to spend a few days in Lisbon before embarking, or extend your stay in Mauritius after disembarking? We design the complete trip — from your front door to the gangway and back. Every detail tailor-made, never off the shelf.
practical matters
You are never alone. We are reachable throughout your journey and work quickly to find solutions when the unexpected happens — whether that’s a flight cancellation, a hotel issue or a change of plan. Our direct relationships with hotels and operators mean we can act fast in ways that a traveller handling things independently simply cannot. This is one of the most important reasons to travel with a professional agency.
We strongly recommend comprehensive travel insurance for every journey — and we make it easy. We work in close collaboration with HanseMerkur, one of Germany’s most trusted travel insurance providers, and can advise you on the most appropriate coverage for your specific trip. Whether you need cancellation protection, medical coverage abroad, or comprehensive all-risk insurance for a complex multi-destination journey, we will find the right solution for you.
Our own professional liability insurance covers our operations through TAS Touristik Assekuranz-Service GmbH, providing worldwide coverage for our clients.
Travel without the right insurance is a risk no journey is worth taking. We make sure you are always properly protected.
Yes — we would love to meet you. Our main office is in Buxtehude, Germany, and we also meet clients in Hamburg by appointment. For clients based on the Côte d’Azur or in France, we are available by appointment locally. We also work with clients worldwide by phone, video call and email — distance is never an obstacle to a great journey.
Our team works in German, English, French, Italian and Spanish. We are comfortable discussing your journey in whichever language you prefer.
Still have a question? We’d love to hear from you.
