FAQ
1
What services does Velvet Experience offer?
We are a boutique travel curator. That means we handpick and personalise every part of your trip using trusted local partners — giving you flexibility, exclusivity, and insider knowledge beyond standard packages.
2
How safe is traveling to Kenya, and what should I do to stay secure?
Kenya’s popular travel destinations, like Diani, Lamu, and Nairobi, welcome millions of tourists safely each year. All excursions, safaris, and water-based activities are with certified operators. Guides are trained, locations are carefully chosen, and group sizes are controlled where possible. That said, safety is always important to plan for. We recommend:
Share your itinerary with your embassy – This allows them to locate you quickly in case of emergencies. Keep a copy of your full travel plan with your embassy and a trusted contact.
Know your embassy contacts – Have phone numbers, emails, and emergency lines accessible.
Velvet support – After your booking is confirmed, your dedicated Velvet Travel Curator can help provide embassy contact information and guidance specific to your destinations.
3
How do I book a trip or consultation?
You can book directly through our website. Choose our AI itinerary creator which is followed by a consultation with our travel curators, and we’ll confirm your suggested itinerary within 24 hours. Alternatively, you can reach out to our travel curators via reservations@velvetexperience.world or +254 768 743874.
4
What payment methods do you accept?
We currently accept bank transfer, PayPal and Paystack, allowing you to pay securely in USD or KES. More payment options will be added soon.
5
How far in advance do I need to book, and can you hold dates while I decide?
Booking early ensures the best options—3–6 months ahead for peak season (July–Oct, Dec–Feb), 2–3 months for shoulder (Mar, Nov), and a few weeks for low season (Apr–Jun).
We can hold dates 2–5 days depending on the hotel’s policy. Email reservations@velvetexperience.world to pencil in your preferred dates.
6
What happens if I have to cancel or change my dates?
We understand that plans can change. Cancellation terms vary by Partner Hotel and will always be clearly shared with you before confirming your booking.
Free Cancellation: If your stay includes a free cancellation window, you may cancel up to 72 hours before check-in for a full refund minus a 5% service fee.
After the Free Period: Cancellations made after this deadline follow the Partner Hotel’s policy. You’ll be refunded any non-forfeited portion, less our service fee.
Peak Seasons: During high-demand periods (July–October and December–February), some Partner Hotels may require longer notice—up to 7 days before check-in. We’ll always confirm these terms before you book.
Changing Your Dates: If you need to reschedule instead of cancel, our team will coordinate with the Partner Hotel to adjust your booking where possible. Any rate differences or hotel-imposed change fees will be communicated in advance.
Refund Timeline: Refunds are typically processed within 7–14 business days after confirmation of cancellation.Our goal is to make changes as smooth as possible—just contact us at reservations@velvetexperience.world or (+254) 768 743873, and we’ll take care of the rest.
7
Are your trips private or group-based, and can you accommodate dietary restrictions, celebrations, or accessibility needs?
Every Velvet Experience trip is 100% private and fully customizable—no group tours, just your own curated itinerary. Whether solo, as a couple, family, or group (3–10 people), we tailor villas, transport, and experiences to your pace and preferences.
Dietary needs? We handle all requirements—from allergies and religious diets to vegan, keto, or medical restrictions—by coordinating with Partner Hotels in advance to adjust menus and kitchen protocols.
Celebrating something special? We make birthdays, honeymoons, and milestones unforgettable with custom cakes, champagne, private dinners, decor, photographers, and surprise touches.
Accessibility needs? We pre-screen properties for wheelchair access, mobility-friendly rooms, quiet spaces, visual/hearing support, and medical equipment setup. While Kenya’s infrastructure varies, we’re upfront about limitations and creative with solutions like beach mats or private transfers.We’ve also arranged pet travel, babysitting, yoga, photography, cultural immersions, and digital-nomad setups. The earlier you share your needs, the better we customize—dietary info helps us prep hotels, celebrations need 7+ days, and accessibility shapes property choice.
At Velvet Experience, customization isn’t an add-on—it’s our standard: personal, inclusive, and seamless.