FREQUENTLY ASKED QUESTIONS: Tailor-made Tours & City Tour

How / when do I pay for the Tailor-made tour?
Payment terms are described in Conditions: Tailor-made tours.
1. Credit card: VISA, MASTERCARD or DINERS (no extra charges)
2. Bank transfer: (our accounts are in Polish zloty and Euro, international bank fees paid by the Sender)

When do I pay for the Tailor-made tour?
If you take only an individual city tour, transfer or a short tour of maximum 3 days, you are welcome to pay only 5 days before the tour departure. However, if you are travelling in a group or if your stay is 4 days and longer, we ask for a payment 21 days before the tour departure. Non-refundable discount hotel reservations or more complex arrangements may influence the payment policy. Please consult the Tour Conditions.

Can I pay cash on the spot or later?
No, our tours must be prepaid.
We accept cash prepayments in our office, but this is obviously inconvenient if you do not live in Warsaw.
Only frequent bookers (corporate partners) may be permitted to pay after the tour and only upon signing a contract.

What guarantee do I have that I won’t lose the money I have paid?
StayPoland has been on the market since 2003. Our prepayment policy assures that we do not get into high-risk situations that might endanger tours booked by our customers.
On top of that, we have the liability insurance as required by Polish law, where all prepayments of up to 55,076 EUR are insured by the SIGNAL IDUNA insurance company.

How much time in advance do I need to book the services I want?
It is possible to organize a city tour one day after you made the request. However, for more complicated arrangements it is advisable that you give us at least 7 days before the tour starts, or 14 days in advance in May to October (high season).

Are your tailor-made or city tours escorted?
City tours usually include guide services, all details are on every specific tour page. In case of tailor-made tours it depends on your preference: we can organize a private escorted tour for you. We will arrange exactly what you need. If you are in Poland in the summer and looking for an escorted tour, please take advantage of StayPoland’s Small group tours on guaranteed departure dates.

I booked a tour with a driver. Where and how do we meet?
You suggest where it is convenient for you to meet your driver or guide (hotel lobby, airport arrival hall, train platform). The meeting place and time will be printed in your Tour Fact Sheet / confirmation voucher. The driver receives a copy too. Please read the information in your voucher carefully.

What should I do if I cannot find the driver / guide?
Your Tour Voucher includes the telephone numbers of the driver/guide and our agency. In the unlikely situation that you do not find your personal driver, please call the number on your Tour Voucher. They should be at the meeting place approx. 10 minutes before the meeting time. In case of any difficulties, please call our office or the emergency phone number.

Can I change the tour program after the tour has started?
It is possible, but please notify our office as soon as possible. If there are extra costs, we may require them to be paid first.

I have a chauffeured tour. Am I free to go anywhere I want?
1. If you ask for a tour with a daily rate of unlimited mileage, you are free to go anywhere.
2. If there is an agreed itinerary established before booking, the number of kilometers has an impact on the quote. During a chauffeured tour, you are the boss, you decide where to stop and how much time to spend somewhere. You can decide to skip one place and see another. However, the length of your actual journey should not substantially differ from the planned journey recorded in your Tour Fact Sheet. It is not a problem to prolong the journey by up to 10% at no extra fee, but if during your tour you decide to change the itinerary (you are welcome to do that!), please tell the driver in advance and ask if it is acceptable. If it is fine with the driver, anything goes.

I booked an 8-hour trip and due to road works and traffic jams it took 9.5 hours. Do I have to pay extra?
No, if the duration of your tour is longer for external reasons, there are no extra charges.
But if you ask the driver to modify the agreed itinerary, the consequence may be a price increase. If you do not agree with the extra charges and you still want to modify the tour, please call our office and we will help.

I booked your tour, arrived in Poland and need to contact you. How can I reach my Personal Travel Assistant?
During office hours (Mon- Fri 8am- 6pm) feel free to call the tours department at +48-22-351 22 44, it is very likely that they are on duty. In case of emergency, call the Emergency phone number (in the Tour Voucher) anytime.

What are the cancellation fees?
Exact information is given in Tour Conditions.

My train, flight, cruise ship was delayed and I cannot participate in the tour I booked. Will you reimburse me for such a cancellation?
Unfortunately, if the guide / driver or our company reservation has started the tour and is expecting you, and you do not show up on time (usually 1 hour delay is permitted) and we were not informed in advance, we cannot make a free cancellation. However, in this case, we understand you and usually try to make the cost for you as low as possible.

While I am in Poland, can I use a currency other than the Polish zloty (PLN)?
Rarely, the Polish zloty is the only official currency in Poland. Some vendors may accept foreign currency, but the exchange rate may not be in your favor.

Are credit cards / traveler’s checks universally accepted in Poland?
Traveler’s checks, no. Credit cards are widely accepted in all shopping centers and in majority of shops. In street markets and ticket offices (including train and museum entrance tickets), it is usually cash only. For transactions smaller than 20 zloty, even some of the bigger shops may decline credit card and ask for cash.

What are tips (for waiters, hotel staff, drivers, guides) like in Poland?
You tip if you appreciate the service. Many popular restaurants add 10% service to the bill without notice. If there is no service charge in a restaurant, 5-15% is the norm depending on your satisfaction. If you are not satisfied, do not tip. In hotels, tipping is not common, but if you like, a few zlotys for the porter and chambermaid will be welcomed. Private drivers and guides: their price is included in the bill you pay us, but of course if they perform very well, the amount to tip is up to you.

What weather can I expect in Poland?
It is difficult to say which month is best since it varies from year to year. As a rule, the tourist season starts in mid-April and lasts until the end of October. The hottest months are June and July when sunny days (65-90%) come with the occasionally spells of rain (downpours happen too). The best and most popular months for travelling are May, August and September, when the weather is kindest. April and October can be chilly and rainy, but there is often exceptionally beautiful weather (good for photography). From November to March, the weather is less favorable but the hotel prices are lower and it is a good idea to take short city breaks or visit the Polish Mountains to experience the beautiful winter.