Questions & Answers

Fill out the intake form on the Start Planning page. You will share your contact information and initial travel ideas, destinations you are considering, approximate dates, who you are traveling with, and what you need this journey to be. Once submitted, you will receive a calendar link to schedule your $75 consultation call with our team.

If you simply want a hotel booking with no planning involved, The Reserve has its own simpler form that does not require a consultation call.

The $75 consultation call is a dedicated a one-on-one conversation with our team, not a sales call, but a real planning conversation. Because you complete an intake form before the call, our team already understands your starting point when you sit down together. The call goes deeper faster: she learns what this journey truly needs to be, and you leave with a clear picture of which service tier is right for your trip.

This $75 is credited toward your planning fee when you move forward with any service tier. If you decide not to proceed, it is non-refundable. The consultation call is required for all tiers except The Reserve.

The earlier the better, ideally six months to a year ahead. The loveliest places fill up early, and a custom trip is so much better when we have time to shape it together. For big events like the Olympics or Wimbledon, a year or more is ideal.

The formal minimum is 90 days. Closer than that, we will still do all we can, though a 20% expedited fee applies. There is no penalty for dreaming early.

The intake form you complete when booking the call captures most of what we need. Beyond that, it helps to have a general sense of your travel dates, who is traveling with you, and any non-negotiables, dietary requirements, accessibility needs, places you have already been and loved, or places you would like to avoid.

You do not need a fully formed idea. Many of the best journeys begin with nothing more than a feeling, a season of life that calls for something specific, a relationship that deserves a certain kind of trip, or simply a place that has always been on the list. Our advisors are skilled at turning even the most open-ended brief into something precise and extraordinary.

Yes. That is exactly what The Reserve is for. Tell us the hotel, the dates, and the destination, and we book it for you through our preferred-partner relationships, so you often arrive to upgrades and amenities you would not get on your own.

It is complimentary when your lodging is $3,000 or more, and a flat $75 below that. No call required.

For Odyssey and Collection clients, our team is reachable and responsive throughout your travel. Whether it is a flight disruption, a property issue, a change of plans, or an emergency, she advocates on your behalf and works to resolve the situation as quickly as possible.

For all clients, comprehensive travel insurance is strongly recommended and is a standard part of the planning and booking process at Moments of Sonder, not an afterthought. We discuss coverage options during the design phase, so that your insurance is in place from the moment your first deposit is made. Travel insurance should ideally be purchased at the time of initial booking to maximize coverage eligibility, including for pre-existing conditions where applicable. It covers trip cancellations, interruptions, medical emergencies, evacuation, and disruptions that fall outside what any travel advisor can directly resolve. We can provide a quote through our preferred insurance partners, or you may purchase through a provider of your choice, the important thing is that you are covered.

Because protecting your travel investment is as important as designing it. A custom luxury journey represents a significant financial and personal commitment. Comprehensive travel insurance, purchased at the time of your first booking, not the week before you leave, is the single most effective way to protect that investment.

Coverage typically includes trip cancellation and interruption, emergency medical expenses, medical evacuation, baggage loss or delay, and 24-hour emergency assistance. For trips where pre-existing medical conditions may be relevant, purchasing insurance early in the booking process is especially important, as most policies require purchase within a specific window of initial deposit to include that coverage.

We will discuss insurance options with you during the planning process and can provide a quote through our preferred insurance partners. If you choose to decline coverage, that decision will be noted in your booking documentation. We are not licensed insurance agents, and all policy questions and claims are handled directly with the insurance provider.

Yes, every client, every journey. When you return, your advisor checks in. This is not a formal process tied to any particular tier. It is simply what good service looks like. We want to know how it went, what moved you, what surprised you, and whether there is anything she should know for next time.

For Collection clients, there is additionally a formal Annual Travel Review, a forward-looking conversation that maps the journeys ahead and captures everything the year behind gave you. The relationship deepens with every trip. That is the whole point.

Planning fees are non-refundable regardless of whether travel proceeds, they represent our team's time and professional expertise, which has already been invested in your journey. For cancellations or major changes to individual bookings, the cancellation and amendment policies of each individual supplier apply, hotel, cruise line, tour operator, airline. These policies vary significantly by property and booking type, and we will communicate them clearly and in writing before any booking is confirmed.

For The Reserve, one amendment is included, a date change, room type adjustment, or similar modification at no additional charge. Additional amendments may incur a fee.

Travel insurance is the most effective protection against cancellation losses. It should be purchased at the time of initial booking, not at the time of departure, to ensure maximum coverage, including for unforeseen circumstances that arise during the planning window.

When a supplier cancels, whether due to weather, operational issues, insolvency, or any cause outside their control, their own cancellation and refund policies govern what you are owed. Moments of Sonder acts as your booking agent and advocate, not as the supplier itself. We will act immediately on your behalf to pursue refunds, find alternatives, and manage the disruption with as little impact to your journey as possible.

This is precisely why travel insurance matters. Supplier cancellations, natural disasters, airline failures, and force majeure events are covered by comprehensive travel insurance policies in ways that no travel advisor can personally guarantee. Your insurance is your financial protection. We are your advocate.

Moments of Sonder acts as a booking agent on your behalf, arranging reservations with independent suppliers including hotels, airlines, cruise lines, and tour operators. Each supplier is independently responsible for delivering the services they have agreed to provide. While we take every care to work only with trusted, reputable suppliers and to communicate your requirements clearly, we cannot be held liable for the acts, omissions, or failure of third-party suppliers to deliver their services.

What we are responsible for is the quality of our advisory service, the accuracy of information we provide, the care taken in designing your itinerary, and our responsiveness when things need to be resolved. Our full terms and conditions, which you will review and agree to before any booking is confirmed, set out these responsibilities in detail. The strongest protection against financial loss from supplier failure is always comprehensive travel insurance.

All travelers are responsible for ensuring their own travel documents are valid and in order before departure. This includes a valid passport, typically with at least six months of validity beyond your travel dates, and any visas required for your destination. Entry requirements vary significantly by destination and by the traveler's nationality.

As part of the pre-departure process, we make every effort to surface relevant passport and visa requirements for your planned destinations. However, entry requirements can change without notice. It remains entirely the traveler's responsibility to verify all documentation, confirm validity, and ensure compliance with destination entry conditions. We recommend confirming requirements directly with the relevant embassy or consulate before departure.

Your feedback matters, it shapes every future journey Moments of Sonder designs. When your advisor checks in after your trip, that conversation is the natural place to share what worked, what surprised you, and what you would want done differently.

If you would like to leave a formal review or testimonial, Your advisor will share the appropriate platform with you after your post-trip conversation. The agency is built on the experiences of its clients, and your words carry real weight for the people who come after you.