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?
You can pay immediately if you prefer, otherwise our standard procedure is we bill your credit card the full amount 20 days before the tour start date or expect your bank transfer to be finalized 25 days prior to the tour’s start date. If you book less than 20 days before the tour starts, it is obligatory to make a full upfront payment.
If your tour costs over 3000 EUR and/or we need to prepay some of your services very early (special hotel rates with strict cancellation policy), we reserve the right to require an earlier prepayment of up to 30% max.
Upon receiving the money, we send you a payment receipt notice.
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 or Krakow.
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 is a financially stable travel agency that has been on the market since 2003. Our strict 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 23,350 EUR are insured by the SIGNAL IDUNA insurance company.
How much time in advance do I need to book the services I want?
Theoretically, it is possible to organize a customized tour one day after you made the request. However, 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).
Can I book more tour items (e.g. excursions, transfers, train tickets) at one time?
There must be at least two service items to form a tour package. There is no maximum number of tour service items. You are welcome to ask for complex arrangements.
Why can I not book just one service item?
To receive exclusive support by your own Personal Travel Assistant you must book a tour package. A tour package consists of at least two services. Supplying individual support for single services significantly increases our overheads and thus the tour costs as well. However, if you are in great need of a guide or transport only, we may be able to put you in touch with one of our service providers.
It is possible to book only accommodation or just rent a car with StayPoland. In this case, our reservation call centre will process your booking but you do not have your own dedicated personal travel assistant.
Are your Tailor-made tours escorted?
If you prefer to have a personal guide / tour leader for the entire trip or just part of it, 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 fixed-date Escorted tours.
How do you calculate the Tailor-made tour prices? Follow this link to see an example of how prices are calculated.
We do not artificially increase the service prices to conceal our overheads and transaction costs. We transparently present the best Internet prices (up to 50% lower via our service) item by item.
In most cases we add a small service charge that helps keep our service at a high level and pays for transaction costs. Thanks to the service charge, you are entitled to exclusive services that include gathering extra information, booking amendments, free restaurant guides, free restaurant table reservation or emergency calls outside working hours. Our service charge is calculated as:
1: 5% added to the total quoted value of all service items reserved with the help of our Personal Travel Assistant.
2: If the total value of all service items is less than 5,000 PLN (approx. 1,400 USD / 1,100 EUR), the service fee is 10%.
3: If you need only a few arrangements (5 service items and less) and the value of all service items you reserved exceeds 10,000 PLN (approx. 2,800 USD / 2,200 EUR), then there is no service charge!
Please note: The service charge policy applies only to Tailor-made tours. For fixed-date Escorted tours, Business events or EnigmaWarsaw, our costs are already included in the quoted price!
Is the service charge the only fee for the Tailor-made tour?
No, every service item includes a similar Internet sales margin that covers the cost of our Internet business. If the customer makes a high value booking (minimum 10,000 PLN) for a small number of service items (maximum 5), we are able to provide exclusive personalized tour service at no extra service charge.
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 9am- 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 Conditions: Tailor-made tours.
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.
TAILOR-MADE TOURS
SIGHTS & ITINERARIES
Our service
