Answers

Is my Credit Card safe?

Exploring Horizons uses SSL (or Secure Sockets Layer) standards that are supported by all major browsers. SSL encodes your personal information (such as your address and phone number, or your credit card number) so that it is available only to you and Exploring Horizons travel agent who will help make sure your travel planning goes smoothly. This encryption makes doing business over the Internet as secure as making a purchase by telephone. However, as an increased precaution at the moment we only accept credit card information by submitting a signed Credit Card Authorization Form. The form can be found under the section Legal/Forms.

Back Up

Why doesn't Exploring Horizons offer online booking?

Looking for the best deal available is time consuming and cannot be achieved by looking at one or two online booking interfaces. This is the reason Exploring Horizons does not provide customers with an online self-service booking engine. For instance, the market for airline fares is controlled by a four major worldwide electronic distributors of travel information (Sabre, Worldspan, Amadeus, and Galileo). So far the market has failed to unite these four distributors and therefore many online booking interfaces have access to only one or two of these systems. Exploring Horizons has access to all four and can offer its customers some of the most competitive fares for air travel, hotels, rental car, and entertainment ticketing.

Back Up

What if I need to change my flight arrangements?

If you need to change your flight arrangements less than 24 hours before the flight, call Exploring Horizons at the telephone number listed on your itinerary. To cancel or change a reservation or purchase, be aware that tickets are often non-refundable or subject to cancellation or alteration penalties. For this reason we always suggest our customers to purchase a Travel Insurance Coverage to be protected from the unexpected. Click here for more information on Travel Insurance.

Back Up

What are e-tickets and why should I use them?

Electronic tickets, or e-tickets, now offered by all major airlines, allow you to travel without a paper ticket, eliminating the worry of leaving your tickets behind. An e-ticket confirms your airline ticket purchase without requiring a paper record; the only record of an e-ticket sale is in electronic form in the airline's computer system. When you buy e-tickets through Exploring Horizons, you'll receive a confirmation of your purchase via e-mail. For more information about traveling with e-tickets, contact Customer Service.

Back Up

On what airlines can I purchase e-tickets?

All major airlines offer e-tickets.

Back Up

Can I choose my seat with my booking?

Yes, you can. Let us know which your preferences are and we take care of the rest.

Back Up

Can I provide my frequent flyer number?

Yes, you can. Provide us with the number and we will included in the booking.

Back Up

What if I want to book a ticket on an airline not listed in the Quote Form?

In case that your airline is not listed just write us a note in the Message section at the bottom of the form.

Back Up

I've seen a better flight price advertised elsewhere. Why?

There are three possible reasons:

1) We show you only those flights that have seats available. The fares advertised may apply to only a few seats and those seats may have already been sold.

2) A small number of discount carriers do not currently participate in our electronic reservation system. To make reservations with those airlines, you must call their offices directly. We're working to get distribution agreements with these few carriers, and will make them available to you as soon as possible.

3) A special advertised fare may be offered by a reseller company who has already purchased seats from the airlines and is reselling those seats to the public.

Back Up

How can I enter special discount plans, like free tickets (due to redeeming frequent flyer mileage),government employee discounts, etc?

Let us know in advance if you are looking for a special fare or a discounted fare. We look for availability with your search criteria.

Back Up

Can I use a credit card with an international billing address?

Yes! Now, if you have a credit card with a billing address outside the USA you can use it to pay for your bookings. However, we can only process non-US payments via one of the e-commerce businesses allowing payments and money transfers to be made through the Internet. We offer online payments through PayPal, Google-Checkout, and Amazon Payments (be aware that processing fees may apply).

Back Up

How does my credit card guarantee my hotel reservation?

When you supply us with your credit card, we pass that number to the hotel. Your hotel reservation will be held until the date and time you indicated that you would check in. If you cancel your trip or decide to stay elsewhere, you must cancel your hotel reservation or the hotel may impose a "no-show" charge. However, remember that often our hotel rates are low because special conditions apply. Keep in mind the following: Prices and availability are subject to change and are not final until the final booking/reservation is confirmed. A valid credit card is needed to finalize bookings and reservations. Some hotels may withdraw the funds prior to check-in, others may charge a deposit, while others may require the payment of the entire staying. Some hotel reservations are refundable, some are partially refundable and others are not refundable.

Back Up

What are the room options?

Select the number of beds you would like and if you would like a smoking or non-smoking room. Any additional special requests you may have should be added under "Additional Options". Special requests may include adding a crib or rollaway bed. Additional charges may apply for each request you make. We will forward your requests to the property, but we cannot guarantee that your requests will be honored.

Back Up

Are deposits required to hold reservation?

Some accommodations require a deposit to hold a reservation. This deposit may be equal to the amount charged for one nights stay, or for the entire stay, and is immediately charged to your credit card.

Back Up

Are there any charges to my credit card before I arrive?

Some accommodations require deposits, some apply charges if a traveler does not check in to a reserved room as scheduled, and some reservations are non-refundable if canceled. Familiarize yourself with all rules that may apply to your reservation.

Back Up

How do I get my reservation confirmation?

Once we process your reservation, and if your credit card charge went through successfully, you have committed to reserving this accommodation. You will receive a confirmation by e-mail with your itinerary and the confirmation number. Print a copy of this page for your records. Your reservation will be held until the date and time you indicated that you would check in. If you cancel your trip or decide to stay elsewhere, you must cancel your reservation or the accommodation may impose a "no-show" charge.

Back Up

How do you rate the hotels?

Exploring Horizons rates hotels using North American lodging industry standards and assigned a class to help with your lodging decisions. We evaluates many factors, including accommodations, facilities, variety of services, price, overall quality, and access to city centers and public transportation. Hotel ratings should be regarded only as general guidelines designed to assist you in making your lodging decisions. 

Back Up

How will you contact me if our reservation changes?

Designate a traveler in your party as a main contact. This person's name will be listed on the room reservation, and will be contacted if this itinerary changes or if there is a problem with the reservation. Please be sure to double-check telephone numbers, and e-mail addresses, for accuracy.

Back Up

Why can I not make a reservation on a hotel?

Although Exploring Horizons works with more than 160,000 lodging properties, in rare cases the property you are looking for is not part of our system of suppliers. Not to worry. We will do our best to book your staying at your preferred location.

Back Up

How do I cancel a hotel reservation?

To cancel a hotel reservation please contact us as soon as possible to make arrangements for you. In addition, usually on your itinerary you will find a contact number to call for cancellation or changes. Please be advised that some reservations are non refundable, others partially refundable, and other cancellations may have penalties.

Back Up

What if I have to check in late?

Reservations can be guaranteed for late arrival. If you need to advise your hotel of late check-in, please contact us and we will make all the arrangements for you. If you don't notify us or the hotel that you will be late, no-show penalties could apply.

Back Up

Can I change or cancel my hotel reservations?

Hotel reservations can be changed or canceled according to each property's rules and restrictions. Some properties impose penalties, such as one night's stay, if you cancel your reservation within a certain number of days before your scheduled check-in date. Other properties charge a small penalty for changes made any time after a room is booked. To change or cancel a reservation, please contact us.

Back Up

Can I book multiple hotel rooms?

Yes, you can. To book multiple hotel rooms, select the desired number of rooms from the "Rooms" drop-down menu in the Quote Form. You will be asked to specify the number of adults and children that will be staying in each room. A maximum of four rooms can be booked in one reservation.

Back Up

What is the hotel's phone number?

Once the reservation is processed we will provide you with the hotel's contact information.

Back Up

I booked and paid for hotel accommodations. Can I check out early?

Early check out is allowed, but will not always result in a refund. In most cases, you will forfeit the remaining amount paid. Please contact us if you have any questions.

Back Up

Are hotel room types guaranteed?

We collect your bedding and room (smoking or non-smoking) preferences at the time of booking. We pass this information on to the hotel as a request.

Unfortunately we cannot guarantee this request. We will do all possible to request the type of room you prefer, but ultimately it is based upon availability at the time of check in and is up to the discretion of the hotel property.

Back Up

When should I pay for the hotel, at the time of booking or at the hotel counter?

It depends on the hotel. Some hotels may withdraw the funds prior to check-in, others may charge a deposit, while others may charge the entire amount at the time of check-in (i.e., at the counter). Remember that some hotel reservations are refundable, some are partially refundable and others are not refundable.

Back Up

How many hotels do you service?

Exploring Horizons is proud to offer its customers access to more than 160,000 hotel world wide. We service all kind of categories, with thousands of negotiated  special reduced rates we can offer very good deals that others cannot afford.

Back Up

What is a rack rate?

A rack rate is the regular published rate of a hotel room (the hotel sets this price, not Exploring Horizons). It does not reflect any discounts, specials, or negotiated rates.

Back Up

What are the hotel taxes and surcharges?

Hotel taxes are based on the cost of your room and comprise any applicable state and local taxes for the area in which the hotel is located. We usually find rates which include taxes and surcharges. In the eventuality that these are not included we will inform the customer prior to finalize the reservation.

Back Up

Are pets allowed in the hotel rooms?

Some hotels allow pets in the room. This may require an additional deposit or service fee. Please let us know in advance if you need to include a pet accommodation to your booking; alternatively, you can also check with the hotel directly for more information.

Back Up

Where can I find more information about the hotel?

Once you receive your finalized itinerary you can check the Internet to find information you need. You can also check out the hotel's web site or rating sites like Tripadvisor.com

Back Up

Can I extend my hotel reservations?

Most hotel reservations can be extended, depending on room availability. However, there may be a fee in addition to the charge for the extra night(s).

Back Up

Can I make a hotel reservation on the same day I wish to check-in?

Yes, you can usually before 03:00 p.m. EST. But there may be some restrictions. Please contact us to make sure that the hotel you want to book accept same-day reservations. make a hotel reservation on the day you wish to check in if you book before 3:00 PM Pacific Time.

Back up

Why do the hotels need my children's ages?

Discounts may be offered to children of certain ages. Also, in the case of multiple-room bookings, most hotels have a minimum age below which children are not allowed to stay without an adult in the room.

Back up

What does "half board" mean?

"Half board" is a term used by hotels and other lodgings to state that one meal, usually breakfast, is included in the price of the room. Hotels or lodgings that offer all meals (or sometimes just breakfast and supper) are called "full board."

Back up

Do hotels provide parking space for guests?

Most hotels do provide parking, but some charge extra for it. Check with your hotel or asks us to learn more.

Back up

Do hotels provide childcare for their guests?

Some hotels do provide childcare or babysitting services, but generally charge extra for it. Check with your hotel or asks us to learn more.

Back up

What does "run of the house" mean?

"Run of the house" means that all rooms are the same price, regardless of room type. Reservations for specific rooms or room types are not accepted. The assumption is that you will be offered the best available room when you arrive at the hotel. Nevertheless, it is advisable to look at other available rooms if the "best" one you are shown first is not to your liking.

Back up

What does "Full American Rate" mean?

This is a meal plan that offers breakfast, lunch and dinner at the hotel you have booked. Drinks may or may not be included.

Back up

What does "Continental Rate" mean?

This is a room rate plan that includes a continental breakfast (a very light breakfast consisting usually of coffee or tea, juice, and a roll or pastry).

Back up

What does "A la Carte Rate" mean?

This is a room rate plan that does not include any meal. Meals are chosen from a menu and paid for separately.

Back up

How will I know if the hotel is wheelchair accessible?

In the US and in most foreign countries most hotels are wheelchair accessible. Check with your hotel or asks us to learn more. However, it is important to understand that there are still many countries where wheelchair accessibility is not mandatory. For this reason, please make sure that the hotel meets your accessibility needs.

Back up

What do I need to know about pick-up & drop-off times?

Your car reservation will be held until the date and time you indicated you would pick up the car. Extra charges may be applied if you do not return the car by the designated drop-off date and time. Be sure to cancel the reservation if you are not going to need the car.

Back up

What rental car options can I choose?

Choose a car class, rental car company, transmission type, and whether you'd like air conditioning. The fewer preferences you choose, the more likely you are to find the best price.

Back up

Can I use a Frequent Flyer Plan when renting a car?

If you want to use a frequent flyer plan that may offer a discount or other benefits, supply the plan information when you complete the Quote Request. If your frequent flyer plan offers mileage for car rentals, please check with your program to ensure you are credited the appropriate miles.

Back up

Why didn't I get the car model shown I requested?

Please remember that special requests such as makes, models, and colors, etc. of rental cars are not guaranteed by the car rental company and are based on availability at the time of pick-up.

Back up

Can I request additional equipment for my rental car?

You may request the following equipment from the car rental company:

• >> Bicycle rack
• >> Infant car seat
• >> Toddler car seat
• >> Left hand control
• >> Right hand control
• >> Luggage rack
• >> Mobile phone
• >> Ski rack
• >> Snow chains
• >> Cassette player
• >> Trailer hitch
• >> GPS (Navigational system)

The special equipment options may not be available on all cars or at all rental locations. Your selections will be sent to the car vendor as a request, thus your selections are not guaranteed. Be sure to confirm your equipment will be available at least 48 hours before you depart. Please note that additional charges may apply for the options you select.

Back up

Can I change or cancel my car reservation?

Rental car reservations can be canceled or changed at any time. Canceling a reservation will not result in a cancellation penalty. Contact the vendor directly or let us know if you prefer us to cancel your reservation.

Back up

How do you calculate rental rates?

Rental rates will be calculated based on the applicable rental rate plan for the rental period. A rate plan period may be a day, week, weekend, or month, as stated by the vendor. Please remember that insurance is not included in the quoted price, and that your car reservation will be held until the date and time you indicated that you would pick up the car. Be sure to cancel the reservation if you are not going to need the car.

Back up

Can I designate the pick-up and drop-off locations of my rental car?

Yes, you can. On the Quote Request you will be prompted to designate where you want to pick up and drop off your rental car. You can also choose to reserve a one-way rental, click on the one-way car rental link. However, please be aware that additional charges may apply if you decide to return your car to a different location or to have a one-way rental.

Back up

What discount coupons (group, corporate, or association) can I use?

On the Quote Request you will be able to choose special rates based on your particular discount criteria. Under Additional Options you can select the discount that applies to you. During the reservation process you will submit your request to the vendor. However, we cannot guarantee that your discount request will be accepted by the vendor.

Back up

What do I need to know about reviewing available rental cars?

If you chose "No preference" in the Rental car company drop-down menu, we will choose our preferred companies first. If none of these cars meets your needs, just let us know and we will try our best to accommodate your needs.

Back up

Where can I get more information on additional taxes and fees for rental cars?

To get information about any additional taxes and fees that may apply to your car rental reservation simply look in your itinerary details. Please note that taxes and fees are applied by the rental car company and vary depending on a number of factors, including state and local law.

Back up

What do I need to know about car rental plans?

If you want to use a car rental plan that may offer a discount or other benefits, supply the plan membership number where indicated under Additional Options in the Quote Request.

Back up

How do I use a corporate plan in renting a car?

If you are planning to make a rental car reservation based on a Corporate Plan, please indicate that option under Additional Options in the Quote Request. During the reservation process you will submit your request to the vendor. However, we cannot guarantee that your discount request will be accepted by the vendor.

Back up

What kinds of cars can I rent on Exploring Horizons?

We offers a wide range of car classes to choose from. These include:

>> Economy

• >> Compact
• >> Midsize
• >> Standard
• >> Full size
• >> Premium
• >> Luxury
• >> Convertible
• >> Mini-van
• >> Sports Utility Vehicle

Other rental preferences like rental car company, transmission type, and whether you would like air conditioning is also available. However, please note that the fewer preferences you choose, the more likely you are to find the best price.

Back up

What kind of insurance should I get for my rental car?

There are several types of insurance available for purchase. Rates may vary from state-to-state and from country-to-country and per vendor, please check with the car rental company to confirm. We suggest that you check with your insurance provider to see if you are already covered for car rentals, before purchasing additional insurance.

Back up

What if the name on my reservation is misspelled?
For security reasons, it's important that the name on your travel reservation matches the name on your government-issued photo ID. Please make sure that the name you book your travel under is spelled correctly. Some vendors, like airlines, charges penalties of $100 (or more) for name changes, per passenger In the error was caused by Exploring Horizons, we will be responsible for all charges associated with the misspelling of the name(s). Otherwise, the customer bear full responsibility for whatever charge(s) associated with this sort of errors.

Back up

How do I purchase tickets for a venue or an excursion or a tour?
You can use the online reservation form, or you can call, or email Exploring Horizons for help with purchasing concert/theater tickets, independent

excursions, private transfers for groups, personal concierge service, museums tickets and more.

Back up

Who do I contact about my purchase?
Exploring Horizons feature items are offered by a number of different vendors. If you have a query regarding any item you have purchased or wish to purchase,

please contact Exploring Horizons directly.

Back up

Why is there a mailing cost when I've chosen to collect my items?
Although you have chosen to collect your items on their date of use, those items will still need to be sent to the collection point. Most items are

dispatched by their suppliers from a central location rather than from individual venues - the mailing cost for collection reflects this.

Back up

The details on my tickets are not correct, what should I do?
Please check the details on your tickets with those specified in your request (email). Contact Exploring Horizons immediately if you have noticed errors in

your order.

Back up

How do you mail items?
The standard postage is by first class. If there are other options available, such as special and/or registered mail, these will be presented to you when you

select your mailing options.

Back up

When will I receive my tickets?
Most items are not mailed until 14 days before their date of use - this is to minimise the chances of hard to replace items being lost before they are used.

Vendors' terms and conditions may include more information on their mailing policy.

Back up

What should I do if I require wheelchair access to a venue?

Our vendors can often offer you seats with wheelchair access. Certain types of items (such as exhibition tickets for example) may allow you to purchase

concessionary tickets if you are registered disabled, but this does not guarantee full access.

Back up

If I haven't received an email confirmation, how do I check my transaction went through?
If, for whatever reason, you failed to receive an email confirmation of your order and wish to receive further confirmation, please contact us.

Back up

If I cannot collect my items, can I allow someone else to?
Unfortunately not. The owner of the payment card used in the transaction must be present to collect the items. The payment card will need to be produced as

identification when the items are collected.

Back up

I have lost my tickets, what do I do?
Contact Exploring Horizons immediately.

Back up

How can I track my order?
If an item is mailed with a tracking number, this will be supplied in the confirmation e-mail. If not, you can contact us and we will gladily track the item

with the vendor for you.

Back up

I need to contact a vendor about an event in the next few days, but they haven't answered my emails - what should I do?
If you wish to contact one of our vendors about an event in the next 14 days we recommend you contact Exploring Horizons by telephone during regular office

hours for an immediate response.

Back up

I bought tickets but I can’t go to the event. Can I get a refund?
The rules governing refunds and exchanges depends on an individual vendor's terms and conditions. You will be informed on the terms and conditions of vendors

at the time of booking.

Back up

Do you offer electronic delivery of tickets?
This all depends on the vendor. If the vendor offers electronic delivery we will offer this to our customers too.

Back up

Can I correct personal or billing information on my order?
To edit information on a current order, please contact us with the changes and your order number.

Back up

My show was canceled or rescheduled. Can I get a refund?
This all depends on the vendor and its terms and conditions. However, if your event was canceled, in most cases you won't need to do a thing: we'll inform

you of the cancellation and refund the amount you paid for your tickets, including facility and convenience fees, on the same payment method used for

purchase. (Delivery fees and order processing fees are non-refundable) If you bought your tickets at a retail outlet, please return them at the same

location. If your event was rescheduled, we'll contact you with the new date and time ASAP. Can't make it? The decision to issue refunds for rescheduled

events is up to the individual artist, venue, or promoter, but we'll do everything we can to help! Just email us.

Back up

I am interested in more information on backstage or meet and greet access. Who do I contact?
You will need to contact the performer's publicist, management company, or record label to inquire about gaining access to the backstage area or securing

meet & greet passes. Only they may review and authorize access to the artist. You may be able to find contact information for the performer's publicist,

management company or record label on the artist's official website.

Back up

I need information on hotels or camping options near a specific venue.
For more information on where to stay please review the venue information. To access this information please list the name of the venue in the search field

at the top of our home page. Select the corresponding venue from the search results, and scroll to the lower portion of the page. There are a number of

informative drop down options, including where to stay.

Back up

Can I bring a lawn chair to the show?
Lawn chairs and blankets are allowed on the lawn for most events. When lawn chairs are allowed the seat can be no more than 6" from the ground, and the

chair can not extend past your head. For more information on what is allowed into a specific event please contact the venue directly the week of your show.

Venue contact information can be located on the venue/ticket details.

Back up

Where do I pick up will call tickets?
The will call window should be easy to find - it's usually near the venue's main entrance - and will call tickets are typically available an hour before the

event. Please don't leave home without these three things - you'll need them to claim your tickets!

>> Your photo ID
>> Your Ticketmaster order number
>> The credit card you used to buy the tickets

If you prefer to pick up your tickets before the day of the event, please contact the venue for box office rules and hours.

Back up

I have accidentally deleted the email and I need to print my tickets. What do I do?
Not a problem! Contact us, by phone or e-mail, and we will help you with this.

Back up