Rough Guides is a tailor-made travel platform that connects travelers with vetted local travel experts who design and deliver custom trips around the world. The Rough Guides Traveler Guarantee explains how bookings, payments, and traveler funds are handled when arranging a tailor-made trip through the Rough Guides platform.
What is the Rough Guides Traveler Guarantee?
The Rough Guides Traveler Guarantee ensures secure payment processing through the platform, clear management of traveler funds before travel, and coordination between Rough Guides and vetted local tour companies responsible for delivering the trip on the ground.
The guarantee is designed to:
- process traveler payments securely across multiple currencies
- safeguard funds before they are transferred to the local travel partner
- provide a structured booking process for tailor-made travel arrangements
This supports a seamless journey from confirming your itinerary to the start of your trip, making sure your funds remain safe throughout.
The Rough Guides Traveler Guarantee does not replace travel insurance or other forms of traveler protection. Travelers are encouraged to arrange appropriate travel insurance for their trip.
You are encouraged to arrange appropriate travel insurance for their trip.
Bagan, Myanamar © Shutterstock
What happens after I book?
After you agree on your final itinerary and pay the deposit, the booking moves through several steps before your trip begins. You can read a detailed overview of the booking process for tailor-made trips on Rough Guides.
1. Final itinerary agreement
You and your local travel expert agree on the final version of the itinerary before confirming the booking.
2. Deposit payment
You pay the deposit to confirm your booking and allow the local travel partner to begin arranging your trip.
3. Local arrangements are booked and confirmed
The local travel company secures the hotels, transport, guides, and other services included in your itinerary. If availability changes, minor adjustments may occasionally be required.
4. Funds are held securely
Your payment is safely held within the payment system until your trip is about to begin.
5. Transfer of funds to the local partner
Shortly before the trip starts, the funds are transferred to the local travel company responsible for delivering your trip.
How payments are handled
When booking a tailor-made trip through Rough Guides, payments are processed through a secure payment gateway on the Rough Guides platform. Rough Guides uses Braintree, a PayPal company, to handle transactions securely.
Most bookings involve two stages of payment.
Payment stage | What happens |
Deposit (typically 30%) | A deposit confirms the booking and allows the local travel partner to begin arranging the trip. |
Final balance (usually 60 days before arrival) | The remaining balance is paid closer to the travel date once the itinerary and services are confirmed. |
Payments are handled through the Rough Guides platform rather than being transferred directly to individual suppliers at the time of booking. Funds are typically held within the platform’s payment system until shortly before travel, when they are transferred to the local tour company responsible for delivering the trip.
This way, we ensure:
- secure platform-level payment processing
- the possibility of credit card protection, depending on the payment method used
- a clear separation between traveler payments and the local delivery of the trip
Gondolier, Rialto Bridge, Grand Canal, Venice, Italy
What happens if something goes wrong?
Travel plans can occasionally change due to local conditions, availability, or unexpected events. If an issue arises during the planning process or while traveling, the local travel partner and Rough Guides work together to help resolve the situation.
Situations may include:
- Supplier issues: If a specific hotel, guide, or activity becomes unavailable, the local travel partner may arrange a suitable alternative while keeping the overall itinerary as close as possible to the original plan.
- Operational changes: Occasionally, adjustments may be required due to scheduling changes, local conditions, or availability. In these cases, the local partner will work to provide alternative arrangements where possible.
- Unexpected disruptions: Events such as weather conditions, transportation delays, or other unforeseen circumstances can sometimes affect travel plans. Local teams can assist with coordinating changes and providing support during the trip.
If travelers need assistance, they can contact their local travel partner, who manages the trip on the ground. Rough Guides can also help facilitate communication if additional support is needed.
Rough Guides’ role vs local tour companies
Tailor-made trips booked through Rough Guides involve two different roles: the Rough Guides platform, which manages the booking process, and the local tour company, which designs and delivers the trip.
The table below outlines how responsibilities are divided.
Rough Guides’ role | Local tour companies’ role |
Provides the online platform used to plan and book tailor-made trips | Designs the itinerary based on the traveler’s preferences |
Connects travelers with vetted local travel experts | Arranges hotels, transport, guides, and activities |
Processes payments through the platform’s secure payment system | Confirms reservations and manages local logistics |
Facilitates communication during the planning process | Delivers the trip on the ground and provides local support during travel |
This combines local expertise with our professional booking platform, helping travelers plan complex trips while working with experienced local partners.
Who benefits from this guarantee?
The Rough Guides Traveler Guarantee is designed for travelers booking tailor-made trips through the Rough Guides platform. It provides reassurance throughout the planning and booking process while allowing travelers to:
- work directly with trusted local travel experts
- benefit from a combination of local expertise, flexibility, and a structured booking framework
- manage all trip details in one place, including messages, payments, and confirmations
This level of coordination and protection is only available when booking your tailor-made trip through the Rough Guides platform.
Frequently asked questions
Below are some common questions about the Rough Guides Traveler Guarantee. You can find more answers on our FAQ page.
Do I get a refund if I cancel?
Cancellation terms depend on the conditions agreed upon during booking and the policies of the local travel partner. These terms are provided before confirming the trip.
Is Rough Guides traveler guarantee a travel insurance?
No. The Rough Guides Traveler Guarantee is not travel insurance. It refers to the booking and payment framework used when arranging tailor-made trips through the Rough Guides platform.
Do I still need travel insurance?
Yes. Travelers are encouraged to arrange appropriate travel insurance for their trip. Rough Guides recommends considering providers such as Heymondo for travel insurance coverage.
Who do I contact in an emergency?
Travelers receive an in-destination emergency contact number before their trip. In case of an emergency, this number should be contacted first, as platform messaging channels may not be monitored 24/7.