FAQ

Tour Consultation

What is a tour consultation? Is it a service for creating itineraries?

Our service offers personalized recommendations tailored to your hobbies and style. Based on the guest profile you provide, our specialists will suggest unique CONNECT, experiences while considering your preferences. Consultations are conducted via Zoom.

Can I request a pre-trip consultation if I cannot or do not use Zoom?

We kindly request that you install Zoom in advance for the consultation.

Your policy states, ‘Questions that cannot be answered in real-time will be addressed later.’ How many questions can I ask?

For each consultation request, we provide one proposal via email.

My plans have changed, and I need to reschedule the consultation.

You can reschedule up to three times for free. Any further changes will be treated as a cancellation.
(Cancellation policy)

I have made a reservation for consultation but wish to cancel.

You can request changes or cancellations through email or on our website. Please also review our cancellation policy..

How do I apply for a consultation?

Please apply via the CONNECT website.

Reservation Change Policy: Tour Consultation

Changes are free up to three times after payment.
Please contact us at least 12 hours before your scheduled appointment to request a change.
Changes requested later will be treated as cancellations.

Cancellation Policy: Tour Consultation

100% if cancelled 24 hours before the start time.
50% if cancelled 48 hours before.
25% if cancelled 72 hours before.

Exclusive Virtual Tours 4U

Considering time differences, I might not be able to watch the tour live. Can you record it?

All our tours are custom-made for you. We’ll address all your queries during the consultation.

Cancellation Policy: Tour Consultation

100% plus expenses if cancelled 48 hours before.
75% plus expenses if cancelled 72 hours before.
50% plus expenses if cancelled one week before.
Variations may apply (*).

CONNECT Package

What is the ‘CONNECT Package’?

The CONNECT Package supports you from before your journey starts until after it concludes.

The package includes multiple services, but I might not need all of them.

The CONNECT services are offered as a comprehensive package.

Cancellation Policy: CONNECT Package

100% if cancelled 24 hours before arrival in Japan.
75% if cancelled 48 hours before.
50% if cancelled 72 hours before.
20% if cancelled one week before.
10% for cancellations after one week from booking, up to the above conditions.

Bepoke Travel Curation

What is Bespoke Travel Curation?

Unlike typical tours to famous spots, our Curators (distinct from eSherpas) provide personalized suggestions and customizations based on your hobbies and travel style in a one-on-one online setting, mainly via Zoom.

Is this different from eSherpa?

‘Bespoke Travel Curation’ offers custom-made proposals before your trip. In contrast, eSherpa supports you during your visit to Japan.

eSherpa / Online Sherpa CONNECT

Is support available 24/7?

We tailor our availability to suit your schedule.

Emergency Response Service

What is the emergency response service?

This service is available to assist you during your stay in Japan. The specifics depend on your stay duration, request details, and location. Please inquire during consultation.

Onsite Sherpa

What is a Sherpa?

Sherpas are local guides with in-depth knowledge of the area. They offer more than just sightseeing tours, sharing insights into local culture and lifestyle for a genuine local experience.

How is a Sherpa different from a regular tour guide?

Rather than general sightseeing, Sherpas curate tours specifically for guests, focusing on your perspective and requested style.