Working With Us
G’day,
Thanks for taking the time to read through this. I know it’s a lot, but it’s worth it — this guide outlines exactly what to expect when working with your travel agents specializing in Australia and New Zealand, so there are no surprises along the way.
Just a quick heads-up: we are a Canadian-based travel company, and all payments are processed in Canadian Dollars.
Cheers,
Dianne
Step 1: Initial Inquiry & Discovery Call
Planning a trip – literally to the other side of the world – is a big deal. We want to make sure we’re the right fit before diving into the details.
How It Works:
• Start by contacting us here – let us know where you’re thinking of going, your ideal travel dates, and any key details you already know.
• If it sounds like a good match, we’ll invite you to book a 30-minute Discovery Call.
• This isn’t a deep itinerary dive – just a casual chat to get to know each other and explain how we work.
• We’ll schedule the call at a mutually convenient time (yes, weekends are possible).
• If we both agree to move forward, the next step is locking in your spot with a retainer.
Step 2: Reserve Our Service With a Retainer
We charge a non-refundable retainer of CAD $1200 per couple for trips under 10 days in one country. This includes one carefully crafted itinerary (no multiple versions). For longer trips or itineraries involving multiple countries, there will be an additional charge based on the extra time required to design and coordinate everything.
We work exclusively with clients who have a minimum land budget of CAD $20,000 per couple. This covers things like your car hire, in-country transfers, accommodation, and some touring.
This amount does not include international or domestic flights, meals, fuel, travel insurance, or personal expenses.
Please note: the CAD $20,000+ figure is a guideline, not a fixed trip price – it all depends on your travel dates, accommodation style, number of days, and activity choices. That said, if you’re spending more than 10 days in either country, you’ll likely hit that threshold pretty quickly.
Once the retainer is paid, you’ll receive our detailed pre-trip questionnaire, which helps us understand your preferences and design an itinerary tailored specifically to you.
Why do we charge a retainer?
Designing a custom itinerary can take 80+ hours – involving deep collaboration with you, our trusted suppliers, and on-the-ground teams in Australia, New Zealand, and the South Pacific.
Over the years, we’ve had people take our design work and head to Mexico instead. (And yes, we love Mexico too!) But our time and expertise are reserved for clients who are genuinely committed to this journey. This retainer ensures you get our full attention and care.
Step 3: The Retainer Has Been Paid – Let the Fun Begin
Once your retainer is paid, we’ll send over a detailed trip questionnaire and begin crafting your one-of-a-kind itinerary based on your interests, travel style, accessibility needs, and must-haves.
We work closely with our trusted associate offices in each country to ensure every property, tour, and transfer is a good fit for you. Whether you need a walk-in shower, want to avoid noisy construction, or prefer boutique stays off the tourist trail – we’re on it.
Once your itinerary is ready, we’ll send it through for review. You’ll be able to view it on desktop or in our mobile Travel App, where it receives live updates throughout your journey.
With 35+ years of experience, we usually get it right the first time – but we’ll keep refining things until you’re 100% happy.
Pricing is presented as a single package price. Due to supplier agreements and confidentiality clauses, we don’t itemize land components. Flights, if booked through us, will be quoted separately.
Once you give us the green light, we’ll lock everything in and start preparing for departure!
Step 4: Have an Amazing Holiday
We don’t disappear once your booking is complete – we’re here right up until wheels up (and beyond).
Before your trip, we’ll reconfirm every element – flights, transfers, tours, and any special requests like food allergies or accessibility notes. You’ll also receive your in-country emergency contacts and our WhatsApp details (for non-emergencies – we do sleep, but we’re never far away!).
Your final documents will be delivered via the Travel App around seven days before departure, and you’ll also receive a personal walk-through video to make sure everything’s crystal clear.
Then it’s time to enjoy the trip of a lifetime – knowing we’re just a message away if you need us.
Important Booking Policies & Loyalty Notes
Before we dive into planning your dream trip, here are a few important things to know:
What We Book (and What We Don’t)
• We don’t book airfare – only trips
• We only work with verified 4-star and above accommodations
• We do not book Airbnb or unvetted properties
• Every property is inspected by us or our trusted in-country partners
Loyalty Program Notes
• Hotel perks (e.g., Bonvoy, Hilton Honors) generally do not apply when booked through us
• Car hire loyalty benefits (e.g., Hertz Gold) usually do not apply
• Flights booked through us may earn frequent flyer points, depending on the fare class
What Your Trip Includes
✔️ Tailor-made itinerary – one thoughtfully designed version based on your preferences, with adjustments made as needed until it’s just right
✔️ Personalized guidance throughout the entire process – from planning to travel
✔️ Exclusive local expertise & insider knowledge – details only locals would know, based on 35+ years of experience
✔️ Premium accommodations – handpicked 4-star and above properties
✔️ Private in-country airport transfers – for seamless arrivals and departures once you land
✔️ Car hire (if needed) – excludes insurance, fuel, etc.
✔️ Handpicked small-group and customized touring experiences
✔️ 24/7 in-country emergency assistance – for urgent matters only
✔️ Digital itinerary stored in an app – easy access with live updates
✔️ Step-by-step video walk-through of your itinerary before departure
✔️ WhatsApp access to us during your trip – for non-emergency questions (we’re available, but we do try to sleep!)
Comprehensive Pre-Travel Guidance
✔️ Visa requirements & entry/exit procedures
✔️ Immigration and customs guidance – clear instructions to make your airport arrival seamless
✔️ Airport guidance – easy-to-follow tips to navigate check-in, security, and your destination airport
✔️ Packing recommendations, local customs, and what to bring
✔️ Phone & SIM card setup for seamless connectivity
✔️ Tipping etiquette, banking, currency, and essential travel tips
✔️ Driving instructions – clear guidelines for navigating roads, local driving laws in New Zealand or Australia and tips for a safe, enjoyable journey
✔️ Travel insurance guidance – recommended providers and key questions to ask to ensure full coverage
✔️ Airfare guidance – even if you book your own flights, we’ll advise you on the best routes to ensure a smooth journey, so you spend more time doing what you love instead of sitting on a plane
Ongoing Oversight & Support
✔️ Your trip is personally monitored by us and our trusted in-country partners
✔️ We don’t just ‘hand you off’, we remain actively involved to ensure everything runs smoothly
Who Is Our Service For?
✔️ You’re serious about traveling to Australia, New Zealand, or the South Pacific Islands
✔️ You want to avoid wasting time and money on poor timing, dodgy locations, or mid-reno hotels
✔️ You value insight from someone born and raised in the region with 35+ years of travel expertise
✔️ You want everything handled so you can relax, and have support if anything goes sideways
✔️ You appreciate honest, experienced advice that’s always in your best interest
✔️ You’re not on a backpacker budget – we only work with quality 4-star+ accommodations
✔️ You’re departing from Canada or the USA
For more details on our specialized travel services, visit our Home Page to learn more about our travel agents specializing in Australia and New Zealand.