COVID FAQ

COVID – RELATED FAQ’s

1-. What measures are we taking to insure your client’s safety?

Training staff, inspecting protocols with drivers, restaurants and hotels, stocking inventory of masks and sanitizer for clients, writing Covid information policies document and trip programming to avoid crowds. We only arrange private services.

2-. What makes Valesa a secure supplier to work with?

Valesa Cultural Services boasts 52 years of history, great references and a proven track record among many US travel advisors. We meet or exceed all legal & insurance requirements for agencies in Spain.

3-. Has Valesa changed its products and services for you?

Yes!  We always do our best to adapt to your needs. Here is what’s new starting in 2020: 

Earlier commission guarantees & payments – More countryside & village experiences outside the city – Small hotels in Exclusivity – More private experiences at Chef or local family homes. All of these options will enhance our many cultural options in the cities.

Concierge and VIP Departments will add value for advisors & clients, plus the new service of Pan-Iberian concierge for travelers. Each department will issue menu of services and benefits in September 2020.

 

Frequently asked questions (faq)

1-. What is the best way to work with Valesa?

We are happy to talk to all our clients by telephone but the best way to reach us is by email or through our webpage so that we don´t miss any details. Send your new request to our company email: vcs@valesacultural.com. The more details that you send us about your clients the better, but the most important information that we need is your client´s trip dates, budget range, preferred hotel style and any special interests that we should know about to make their trip special.  We also have a US Toll Free telephone, to speak to advisors by appointment only during Spain office hours (M-F 10am-7pm): 844-VALESA1

2-. How long can I except to wait to get a response or information?

Every email that you send us will get a response withing 24 hours. Our initial proposal after you answer client questions includes a simple trip outline to give you an idea of the route and experiences that we recommend for your clients. Once we have your approval to go ahead with what we propose for your client, we proceed to prepare a detailed proposal with tour descriptions, photos and final budget (with availabilities) which you can expect to receive in approximately 2 business days.

3-. Does Valesa handle hotel requests? 

We are happy to include hotels in packages only. VCS works with the best 4* and 5* hotels in Spain, Portugal and Morocco, as well as a small selection of country inns that we prefer. Our supplier relationships are excellent and so our clients always receive preferential treatment, negotiated contract rates, special amenities in most cases (Virtuoso and Valesa amenities) and the best room assignments too. We inspect all recommended properties personally.

4-. Do you handle villas & apartments?

Not usually. We have a few high budget properties that we trust though this is not our strength. We will be happy to arrange all surrounding services such as cooks, transport, touring, etc. if your client has rented one directly. Valesa offers small rural hotels in exclusivity for groups with 8 rms and more.

5-. Do you handle train and plane tickets and rental cars?

Yes!  We can help you arrange all except for your international flights.

6-. Do you make restaurant reservations and event tickets?

Yes, of course. Once your clients’ services have been confirmed, then we will be happy to reserve whatever you need. Restaurants, soccer, opera, bullfights, golf reservations and other events´ tickets are often “just the ticket”.

7-. Can you arrange special amenities?

Yes. Valesa can arrange Virtuoso amenities for member agencies at most properties and additionally we offer amenities at other hotels that work with us known as Valesa amenities. Extra gifts and amenities are include in our VIP Department or sold separately through our Concierge Department.

8-. Can I find all of your services online?

Our website shows the types of services and experiences that we offer. Each proposal is tailormade from scratch, so itineraries are not available. Ask your Valesa agent for a sample itinerary similar to your request. 

9-. Do you provide breakdowns?

Yes, through our new Concierge Department. We are happy to provide a breakdown of costs for clients requesting individual tours or shore excursions, all except hotels.  Please note that packages allow us to include our most competitive confidential tariffs from suppliers.

10-. Do you quote net or gross? In Euros or Dollars?

If you do not specify in your request, then we automatically quote net to you in euros which is the most competitive cost. Nevertheless, we are happy to convert euros into dollars (we do not guarantee the exchange rate) or quote with gross pricing whenever these are requested.

11-. What is your typical payment / cancellation policy?

This could vary depending on events and components on each package. Initial deposit for confirmations is 300 Euros non-refundable, plus tickets needed and advisor commissions to be added case by case. Final trip payment is usually due 1 month before arrival, at which point it become non-refundable.

12-. What is your agent commission policy?

All clients can guarantee a portion of their commissions with the initial trip deposit- up to 50% for all clients, and more for VIP Club members.  Commissions are paid at the end of the client trip, unless you are a VIP Club member for whom we pay out upon receipt of the final trip payment prior to arrival.  We use the Onyx system to pay agents usually.

13-. What methods of payment do you accept?

We can offer the following options through Flywire: Visa, MasterCard, AmericanExpress and Bank Transfers. There is no need to have an account with Flywire. We send you an invoice with a link for you to process the payment.

14-. Once my client has paid, how will they receive their documents.

Confirmed itinerary is received by email shortly after receipt of payment.  Upon arrival to their first hotel, clients receive a welcome folder with the most updated version of their itinerary, hotel vouchers, train or plane tickets, other tickets (concerts, bullfighting)… restaurant and shopping lists, maps and articles of the cities they will visit.  In 2021 we will begin regular use of Axus program.

15-. Once my client has arrived, how can they reach you?

We have 24/7 phone coverage for clients traveling with Valesa, with contact numbers always found on client documents.