Family Galápagos

Our professional retainer fees are non-refundable due to the commitment and resources we allocate once we take on a project. Here are the key reasons why this policy is in place:

• Time Allocation: When we accept a project, we block out our time exclusively for that particular request. This means we decline other potential projects to ensure that we can provide the dedicated attention and high-quality service required for the task at hand.

• Lost Opportunities: If a client decides to cancel or change their mind, we not only lose their business, but also the business from other clients we had to turn away. This double loss impacts our ability to maintain a sustainable operation.

‍• Upfront Resource Commitment: The retainer fee also covers some of the time and expenses incurred during the initial phases of the project. This includes research, itinerary design, and other preparatory work necessary to provide a professional service.

• Ensuring Serious Engagements: The non-refundable retainer also helps in ensuring that the engagements we enter into are serious and well-considered, which is crucial for maintaining a professional and reliable service.

Our aim is to provide exceptional service and to allocate our resources effectively to meet the needs of all our clients. The non-refundable retainer fee is a crucial part of achieving this goal, ensuring that we can continue to offer high-quality, dedicated service for each project we undertake.

Before charging a retainer, we offer a complimentary consultation to:
• Understand your travel needs and preferences.
• Share general recommendations for your trip.
• Encourage open and honest communication about:  
               • What you are looking for.  
               • Your approximate budget.  
               • Feedback on any initial suggestions.

This process helps us focus on designing quotes that align with your expectations, ensuring we don’t waste time on options that don’t fit.

The retainer fee includes:
• Research, quoting, and itinerary design for one specific trip.
• A reasonable number of revisions to fine-tune your plans.

If you’re interested in:
• Exploring multiple destinations, or
• Comparing quotes for several trips,
please let us know. In such cases, we’ll manage your request with an hourly rate instead of a trip-specific retainer to accommodate the expanded scope of work. 

Yes, retainers are subject to expiration under certain conditions. Once you pay the retainer, you are required to submit all traveler details and trip-related information promptly. We allocate specific time on our calendar to work on your itinerary, whether or not you respond on time. Prompt communication is essential to ensure we can deliver your itinerary as planned.

If we are unable to connect with you - for example, if you do not reply to our emails or calls - and the allocated time for your itinerary research and design passes, the retainer cannot be applied to a different timeframe.

If something unexpected arises and you need to postpone your trip planning, please inform us as soon as possible so we can rearrange our schedule. If you return to resume planning at a later time without prior notice, a new retainer will be required to secure a spot on our calendar again.

No, these are not service fees for booking and managing your travel. The retainer fee is specifically for retaining our services to create a custom itinerary tailored to your needs.

It covers the time and expertise required to design a personalized travel plan, including research, quoting, and itinerary adjustments.

Booking and managing your trip are separate services that are included as part of the itinerary execution process once you proceed with the trip.

We work with a variety of preferred suppliers but always prioritize our fiduciary duty and loyalty to our clients. Our decisions are based solely on what is in your best interest, not on supplier preferences.

For trips booked through our preferred suppliers, we earn a commission only after you complete your travel, and typically this payment is received several weeks after your return. If you book months in advance, the retainer fee serves as our primary compensation for the extensive time and effort invested in your trip until we are paid by the supplier.

Since customization is our specialty, we often work with suppliers on a net price basis. This approach allows us to offer more flexible terms and conditions when needed or to book non-commissionable trip components, such as train tickets, ferry boats, private transfers, exclusive activities, and more. In these cases, we charge a standard service fee to ensure fair compensation for our work while delivering the best options for your journey.

Not at all - in fact, we often save you money and, more importantly, time.

Through our extensive network, we have access to special negotiated rates that are often lower than what you can find on your own. Our expertise ensures you gain unique experiences and personalized recommendations that you may never have discovered otherwise.

Additionally, peace of mind is priceless: we are always just a call, email, or text away to assist you throughout your journey. By handling all the details and complexities of planning, we save you countless hours of effort while providing unmatched value for fair compensation.

Ultimately, our goal is to make your travel experience seamless and extraordinary, delivering value that far outweighs the cost of our services.

No, we do not provide itemized pricing. Our negotiated rates with suppliers are confidential, and when we create a custom travel package, the cost of each trip component is influenced by how it fits into the overall package.

Instead, we provide you with a comprehensive package price that includes all elements of your trip. However, certain components such as travel insurance and airfare costs are typically itemized separately, allowing you to see those specific charges.

Our focus is on value, not just cost. While our prices are highly competitive, we prioritize offering exceptional experiences through trusted, handpicked suppliers who align with our standards of professionalism, reliability, and outstanding service. This may not always make us the cheapest option, but it ensures that you receive a seamless and memorable journey.

When you book online, you are essentially paying a service fee to a platform without the personalized service and support.

Booking with us means you are our priority - at every stage of your trip, we are just a call, email, or text away. Our expertise often uncovers opportunities and exclusive experiences you wouldn’t find on your own, and our negotiated rates frequently offer more value than public options.

Peace of mind and our dedicated service are priceless, and they are included with every trip we plan for you.

We use our extensive network of preferred suppliers, each carefully vetted to meet our high standards for exceptional customer service and attention to detail. Your preferences, travel style, and budget are key factors in determining the best suppliers for your trip.

By working with our recommended suppliers, you gain access to benefits that go far beyond pricing, such as exclusive perks, reliable support, and seamless execution of your travel plans.

If you would like more details about the suppliers we select for your vacation, we are happy to provide further information to ensure your confidence in our choices.